AccountId: 011433970860
ContactId: f4c19564-c2c3-4011-8e3d-b42888341695
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 292779 ms
Total Talk Time (AGENT): 141910 ms
Total Talk Time (CUSTOMER): 160001 ms
Interruptions: 6
Overall Sentiment: AGENT=2.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/f4c19564-c2c3-4011-8e3d-b42888341695_20250217T14:14_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. This is [PII]. I'm a policyholder and I just started my first claim, but I have a question on the wellness benefits. I have a critical illness plan and I have an accident plan. Do I need to file wellness benefits on both of them or just one of them?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well
[AGENT][POSITIVE] Well, I'll be happy to check that for you, Miss [PII]. What is that policy number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Oh, give me one second.
[AGENT][NEUTRAL] If you have it available.
[CUSTOMER][NEUTRAL] The group policy.
[CUSTOMER][NEGATIVE] Hold on, look, it locked me out. Hold on.
[AGENT][NEUTRAL] I can look it up by your social if you'd prefer.
[CUSTOMER][POSITIVE] I love technology.
[CUSTOMER][NEUTRAL] Sure, that's fine it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII], thank you. I apologize.
[CUSTOMER][NEUTRAL] Yeah, that's OK.
[AGENT][NEUTRAL] All right. Let me check that critical illness policy for you. Do you mind verifying your date of birth and current mailing address?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you. And then finally, what is a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Um, [PII]. I don't know where the 5 is [PII].
[AGENT][POSITIVE] Thank you
[AGENT][NEUTRAL] That happens to me too. I just make up stuff sometimes.
[CUSTOMER][NEUTRAL] Oh my [PII].
[CUSTOMER][NEUTRAL] I need more coffee.
[AGENT][NEUTRAL] When I'm trying to remember numbers.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEGATIVE] Yeah, it's like, mhm, and my poor daughter, I can never memorize her phone number and she says, what if your phone is down, you'll never be able to call me. And I'm like, I'm sorry, I'm trying.
[CUSTOMER][NEUTRAL] Oh, I can do you one better. I can't remember my husband's, uh, phone number, so.
[AGENT][NEUTRAL] We're in trouble, aren't we?
[CUSTOMER][NEGATIVE] That it goes down, we're out of luck.
[AGENT][POSITIVE] That's all right.
[AGENT][POSITIVE] It's, they just better come when we need it, when we need them.
[CUSTOMER][POSITIVE] That's right.
[AGENT][POSITIVE] You do have a mammogram benefit, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For wellness on your critical illness.
[CUSTOMER][NEUTRAL] It says
[CUSTOMER][NEUTRAL] Oh, OK, so I did the accent and I did the dental, so those are good on the accident. So I'd have to do a cancer screening for the critical illness, right? Is that how it works? OK, alright.
[AGENT][NEUTRAL] Yes, ma'am. Now, your dental does not have, um,
[AGENT][NEUTRAL] Do you have dental with us?
[CUSTOMER][POSITIVE] Oh no, on the accident plan, I, I think because the I did the wellness benefits there.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh, got you, got you.
[AGENT][NEUTRAL] That's right, on your accident policy, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] OK, and I started an accident.
[CUSTOMER][NEUTRAL] Plane my husband fell on the ice.
[CUSTOMER][NEUTRAL] Um, hurt his ankle. Yeah, [PII]. Um, so I have 5.
[AGENT][NEGATIVE] Oh, no.
[AGENT][NEUTRAL] No, he did. Was it, wait a minute, did he have roses in hand when he fell? Was he bringing them to you?
[CUSTOMER][NEUTRAL] You did.
[CUSTOMER][NEUTRAL] Yeah. No, [PII] bless me. He's going to help my mom so my mom wouldn't go out on the ice and his leg went the wrong way. Um, so we think, uh, we're hoping maybe he's bring that we go to the regular doctor today, but we went to urgent care over the weekend and I sent that copy in for you all, but I just keep uploading forms, right? That's how I proceed from here.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's right. That's, that's exactly right. And also if you ever want to view your policy benefits on each plan, all you have to do is click on that policy number.
[CUSTOMER][NEUTRAL] OK, I'll keep that up. OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And if the policy is available, it will download and you can view the benefits there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, I think I was able to do that. Cool. Alright, well I just wanna make sure I got it right, um, and the critical illness is just cancer screening, so I just wanted to make sure I didn't miss the wellness benefit, that's all. So I will file that when we get that done. I know, going to the doctor's expensive.
[AGENT][POSITIVE] Absolutely.
[AGENT][POSITIVE] And let me check something. It is so expensive. Every little bit helps.
[AGENT][POSITIVE] It's amazing what all the what the costs are now.
[CUSTOMER][NEUTRAL] Uh, it's not.
[AGENT][NEUTRAL] It is, it is so that's what we do is work to go to the doctor.
[CUSTOMER][NEGATIVE] It's not.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][POSITIVE] But that's why we're here to help you.
[CUSTOMER][NEUTRAL] Pretty much.
[AGENT][POSITIVE] OK. And anything else I can help you with today?
[CUSTOMER][POSITIVE] No, ma'am, that's it thank you so much.
[AGENT][POSITIVE] And thank you for calling APM Miss [PII]. If you need anything else, you just give us a call and I hope you have a great day. I hope your husband's ankle gets to feeling better.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] I hope so too. He's a contractor.
[AGENT][NEUTRAL] Oh no, he needs to get out there, doesn't he?
[CUSTOMER][NEUTRAL] Yeah, that's right. We gotta get him back to work.
[AGENT][POSITIVE] That's right. So you can pay for his ankle. Thank you. You have a wonderful day. Bye-bye. Thank you.
[CUSTOMER][POSITIVE] All right, thank you very much.
[CUSTOMER][NEUTRAL] You too.