AccountId: 011433970860
ContactId: fbea7078-0a8b-4d6d-9d83-6e22a29084d7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 657820 ms
Total Talk Time (AGENT): 260455 ms
Total Talk Time (CUSTOMER): 263601 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/fbea7078-0a8b-4d6d-9d83-6e22a29084d7_20250225T15:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes ma'am, I wanted some help filing, um, a claim, um.
[CUSTOMER][NEUTRAL] Um, online.
[AGENT][NEUTRAL] OK, so you're needing help with filing a claim online, is that correct?
[CUSTOMER][NEUTRAL] Yeah, with uh whichever way you do it, I'm not familiar with it. This is my first time filing a claim.
[AGENT][NEUTRAL] OK, yes, ma'am. I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and Ms. [PII], what is a good callback number for you please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And your policy number, please?
[CUSTOMER][NEUTRAL] I see, um.
[CUSTOMER][NEUTRAL] I do not know what I did with it.
[CUSTOMER][NEUTRAL] Is it possible you can look it up?
[AGENT][NEUTRAL] Are you the primary policy holder, Ms. [PII]?
[CUSTOMER][NEUTRAL] It is my husband.
[AGENT][NEUTRAL] OK, what is his full social security number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], is that correct?
[CUSTOMER][POSITIVE] That is correct, yes, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And which policy are you going to be filing a claim on Ms. [PII]?
[CUSTOMER][NEUTRAL] Um, for the hearing, um, I lost my hearing. I think they, a while ago they had told me to do like a cancer claim for it.
[CUSTOMER][NEUTRAL] I'm not sure, but anyway, I, I, I mean, I, I'm like.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And here in one ear.
[CUSTOMER][NEUTRAL] Not just the diagnosis.
[AGENT][NEUTRAL] OK, so just a moment, Ms. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so under, OK, so what I'm gonna need to do first off is to verify several things with you for security purposes and also any information that I provide would be a verification of benefits and not a guarantee of payment. So first off, Miss [PII], if you could please verify Mr. [PII] name again and his date of birth and also your date of birth.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, his name is [PII] Date of birth [PII]. And what, what was the other question?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Your date of birth?
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][NEUTRAL] OK, thank you. And your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we would have on file, well, actually the phone number that we have on file is the number you gave me.
[AGENT][NEUTRAL] So is that your cell number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes it is.
[AGENT][NEUTRAL] OK, thank you and lastly, Mr. [PII]'s email address please.
[CUSTOMER][NEUTRAL] Oh, now that, that's hard because he has a weird one. I think it's [PII].
[CUSTOMER][NEUTRAL] L L I N S I think.
[CUSTOMER][NEUTRAL] [PII], it's a weird one.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] Can you say it just one more time for me, please?
[CUSTOMER][NEUTRAL] OK, I think the way that he has it is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so we have something that's just slightly different than what you have given me, Ms. [PII]. Is there a way that you can verify with him?
[AGENT][NEUTRAL] What his correct email address is?
[CUSTOMER][NEUTRAL] Yeah, well, hold on, yeah.
[CUSTOMER][POSITIVE] Yeah, give me one.
[AGENT][NEUTRAL] It's only very slightly different than what you.
[AGENT][NEUTRAL] Just gave me.
[CUSTOMER][NEUTRAL] It's OK, um.
[CUSTOMER][NEGATIVE] I think cause I, I can't never get it right. He changes it. Mm.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mm. No, that's slightly different also.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] No, OK, so he changes it and then he go putting something else in it, um.
[CUSTOMER][NEUTRAL] I'm gonna, I got one more try this one, [PII].
[AGENT][NEUTRAL] No, ma'am. That's still not quite what we have.
[CUSTOMER][NEUTRAL] My goodness, and he's at work. Let me see if I can call him too.
[AGENT][NEUTRAL] OK, yes ma'am, because I would, if he wants it changed, I mean, I'll need to verify what's on file first, but if he wants it changed, I can only do that with him for security purposes we can.
[CUSTOMER][NEUTRAL] No, he's not gonna change it. I just
[AGENT][NEUTRAL] Yeah, I just need to.
[CUSTOMER][NEUTRAL] I, I know it's LLO, yeah. I just don't know which way he got it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I mean, I didn't gave you the social security number, his date of birth. I'm not lying, I'm his wife.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Right, I understand, but for security purposes, we just have, you know, certain rules that we have to abide by.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, could you hold on if I can get him?
[AGENT][POSITIVE] Sure. Yes, ma'am. I'll be happy to. Uh-huh.
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][POSITIVE] OK, thank you. All right.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] He is not answering, he's at work, um.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I guess I would have to call you um back but I'm pretty sure I mean.
[CUSTOMER][NEUTRAL] I don't know what else it could be. I mean, I'm out a little bit.
[AGENT][NEUTRAL] Like I said, there's.
[AGENT][NEUTRAL] Some of the things you've given me are so close, but they're just not exact, Ms. [PII].
[CUSTOMER][NEUTRAL] OK, I understand, um.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Now when he, when you're able to because once we can verify his email address then uh we can send the information on how to set up the online portal so that it the portal can be set up and you can upload your claims information in there directly for review because we can't accept claims via email.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But again, I don't want to email any information if this, you know, if we don't have the correct email for him, right, right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Not his.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So we are here, we are here, Ms. [PII], Monday through Friday from [PII] Central time.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] And you're on Central Time, correct? You're in [PII], yes, ma'am.
[CUSTOMER][POSITIVE] Correct. Correct.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So those are our office hours so when he is available you know you all can call us back and we can get if we need to get this corrected once we can verify it and then like I said we can email you the information on setting up the profile to be able to upload your information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so what, let me ask a question, would I need to have um my doctor's documentation or um what?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, and there's, there's a specific claim form that will need to be completed that can also be printed from our main website. It's gonna be on the critical illness policy.
[AGENT][NEUTRAL] That has all of the instructions on page one.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Of what we need. Mhm.
[CUSTOMER][NEUTRAL] OK, so would that be that cancer form where she told me to use? Oh, I'm.
[AGENT][NEUTRAL] No, ma'am. It's not cancer, it's critical illness. Mhm.
[CUSTOMER][NEUTRAL] OK, I wonder why she told me to use that. OK, but that's fine, critical illness, OK.
[AGENT][NEUTRAL] I'm not, I'm not sure. Because you, do you have cancer?
[CUSTOMER][NEUTRAL] I do not, but when I called like a little bit earlier, she told me to use the um the cancer claim form, and I thought that was a little um weird cause I'm like cancer, I don't have cancer, and she said well you can do it all for that one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But yeah.
[AGENT][NEUTRAL] I'm so sorry. I can't, I, you know, I can't answer as to that.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] OK. Yeah, OK.
[AGENT][NEUTRAL] But yes, ma'am.
[AGENT][POSITIVE] So yes, ma'am. If you'll just have when Mr. [PII] is available, give us a call back and we'll be very happy to assist you in any way that we can.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Well, you're welcome, Ms. [PII]. So is there anything else at the moment I can help you with?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK. Well then, thank you for calling APL and I hope that you have a very nice day.
[CUSTOMER][POSITIVE] OK you too bye bye.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye.