AccountId: 011433970860
ContactId: f9ffff33-0fd0-4e51-9eb1-42dacb280163
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 695000 ms
Total Talk Time (AGENT): 214998 ms
Total Talk Time (CUSTOMER): 164707 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/f9ffff33-0fd0-4e51-9eb1-42dacb280163_20250128T18:02_UTC.wav
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[AGENT][NEUTRAL] You for calling APL. This is [PII]. With whom am I speaking. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I have a policy here and I'm not sure if I'm still insured in this and I need to find out from you all. Uh, I can give you my name, the policy number, and the group number.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK. Do you have
[AGENT][NEUTRAL] What's your policy number?
[CUSTOMER][NEUTRAL] The policy number is 695286.
[AGENT][NEUTRAL] And what's a good call back number for you, Miss [PII] in case we get disconnected?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII] I'm sorry, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that information and one moment while I get your policy pulled up please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then I'll be able to assist you with whether the policy is still active or not. Verify your date of birth.
[CUSTOMER][POSITIVE] Thank you so much. I have [PII].
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what's your mailing address?
[CUSTOMER][NEUTRAL] [PII], as of now, yeah.
[AGENT][NEUTRAL] Uh-huh. OK. And what's your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you for verifying all that information for me, Miss [PII] and give me one moment to take a look. Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Now, I am showing that the active policy number we have for you is 109.
[CUSTOMER][NEUTRAL] 109.
[AGENT][NEUTRAL] 0409.
[CUSTOMER][NEUTRAL] OK, let me write that down 109.
[AGENT][NEUTRAL] Uh-huh, and I'm showing it's active. Uh-huh. 04.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] 04.
[AGENT][NEUTRAL] 09.
[CUSTOMER][NEUTRAL] 09. Is that uh is that uh
[AGENT][NEUTRAL] It's a cancer policy.
[CUSTOMER][NEUTRAL] A cancer policy.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, mhm, I want them.
[AGENT][NEUTRAL] And I'm showing, let me see what.
[AGENT][NEUTRAL] I'm showing your premium is $35.80 is the premium.
[CUSTOMER][NEUTRAL] Go ahead ma'am.
[CUSTOMER][NEUTRAL] Yes, that's exactly what it was. I and now I was thinking it was something else that I was paying, but it that is the cancer policy, OK.
[AGENT][NEUTRAL] Yes ma'am, and that's the only policy I see you have with us, OK?
[CUSTOMER][NEUTRAL] That's that's all. Mhm. How long is it how long is it that I have to file a claim?
[AGENT][NEUTRAL] Uh yes, ma'am. OK.
[AGENT][NEUTRAL] Oh, no, we don't have a timely filing limit, so that's, that's a blessing. So you can file a claim at any time. Yes, ma'am. Just make sure if it's a cancer claim, we have the pathology report. You have to turn that in as well, OK? And the claim form. Yes, ma'am. OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, and I think it should be a claim form in this pack that I have.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, but if not, can you mail me one?
[AGENT][NEUTRAL] I sure can, Miss [PII]. OK. You're welcome. I'm gonna send it to the address you verified, OK?
[CUSTOMER][POSITIVE] Appreciate it.
[CUSTOMER][POSITIVE] That's perfect.
[AGENT][NEUTRAL] OK. All right. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am, thank you so much. What, what happened the policy number change? Is it because it was such an old number?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Oh, what.
[AGENT][NEUTRAL] Well, sometimes it looks like you used to have a dependent on there, OK? Under the old one.
[CUSTOMER][NEUTRAL] I did, I did. I had 2 children on there. And now it's just me and my husband, right?
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] OK, so it looks like
[AGENT][NEUTRAL] Right now, let's see, hold on, let me look at it.
[AGENT][NEUTRAL] Cause I'm showing the policy number that you gave me, that one was so old. That one was from [PII]. And it, and it was a policy, it was a policy change. So let me take a look at this one right here and see cause I make sure what type of coverage it is.
[CUSTOMER][NEUTRAL] Uh yes, ma'am, it was.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] I'm showing on this one they just have individual is it supposed to be you and your spouse?
[CUSTOMER][NEUTRAL] It was, yes, ma'am. That this one on here is showing that it's me and my spouse, but they had taken my children off.
[AGENT][NEUTRAL] Let me go back to the another old one you had prior to this one, you had one with the start date of [PII]. That one had.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] A dependent Mr. [PII] on there now.
[CUSTOMER][POSITIVE] Yes, ma'am. That's right. That's my husband.
[AGENT][NEUTRAL] OK, so you, he's supposed to be on the new policy as well?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so I'm gonna get you to customer service because for some reason they just have it as individual they don't have it as couple.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you, yes ma'am, thank you.
[AGENT][NEUTRAL] Alright, and is there anything else I can help you with before I transfer you?
[CUSTOMER][NEUTRAL] No, ma'am, that's, I just need to know if I, if they still have my uh spouse on there.
[AGENT][NEUTRAL] OK, we, we'll get that straight because you're saying he's supposed to be on there and, and I'll let them know he's not on there and they'll be able to.
[CUSTOMER][POSITIVE] Mhm and on on the thing that I have it saves my uh me and my husband.
[AGENT][POSITIVE] OK, all right, one moment, OK? And thank you for calling ATL. Hold on for the next rep and I'll explain everything to them. You're welcome. Have a beautiful day, Ms. [PII]. Bye-bye. Hold on. Uh-huh.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Yes ma'am, thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You too, baby.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Currently no agents staffed. Goodbye.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Huh?
[AGENT][NEUTRAL] What's that?
[AGENT][NEGATIVE] These mas ain't got nobody on the phone.
[CUSTOMER][NEUTRAL] Currently no agents staffed. Goodbye.
[AGENT][NEUTRAL] How is it there?
[AGENT][POSITIVE] Thank you for patiently waiting for me, Miss [PII]. So it looks like customer service is in a meeting and there is no one available, so what I did was I sent a request for someone in customer service to call you back concerning the matter that your spouse should be covered under your policy. I included the phone number [PII], so someone will return a call to you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Excuse me.
[CUSTOMER][POSITIVE] I appreciate that thank you so much.
[AGENT][POSITIVE] You're welcome, Miss [PII]. Anything else I can help you with?
[CUSTOMER][POSITIVE] No, ma'am, and you have a great day. You've been very helpful.
[AGENT][POSITIVE] You too. Take care. Thank you. Thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] OK bye bye.