AccountId: 011433970860
ContactId: 0bb95154-b230-4d9a-9ea8-17052cbed175
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223429 ms
Total Talk Time (AGENT): 94542 ms
Total Talk Time (CUSTOMER): 115889 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/0bb95154-b230-4d9a-9ea8-17052cbed175_20250520T16:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII]. And uh I just had a claim for a wellness mammogram uh returned to me for a wrong address, that it was vacant. Has y'all's address changed?
[AGENT][NEUTRAL] Um, I don't believe so. Uh, so you send in a claim to us?
[CUSTOMER][NEUTRAL] I sent in a claim to, you know, American Public Life Insurance at [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so for a claim.
[AGENT][NEUTRAL] Do you have a pen and paper and I can give you the address?
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] OK, so that is different.
[AGENT][NEUTRAL] Yeah, for for claims it'll go to this one,
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEGATIVE] OK. Well, it used to, I mean, last year, I sent it to this address, the, the [PII]. And I mean, that's the one I've sent it to for years, and it's gone. And then this year, I sent it, and they sent it back to me and said it couldn't be delivered. So anyway, uh, and I also saw online that I, I have that on the form that I got online. Uh, they said to use the wellness claim form for the mammograms.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] And it's send it back.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] In the past I've had one that's called a claimant's form that I've used, uh, that's just a one page form.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, you should be able to use the the one that you just mentioned let me.
[CUSTOMER][NEUTRAL] The wellness, the wellness claim form or the, the old, I mean, the, um the old farm that I was using had the same address on it that the [PII] on it.
[AGENT][NEUTRAL] Yeah, it, it might have changed, um.
[AGENT][NEUTRAL] I haven't been here for all that long to know of the [PII] one. let me just double check and make sure.
[AGENT][NEUTRAL] For the wellness form, yeah.
[CUSTOMER][NEUTRAL] Yeah. Tell me what farm I need to use and I'll, you know, it's, you know, usually I've just used the regular, the regular farm, but uh,
[AGENT][NEUTRAL] Form. Mhm.
[CUSTOMER][NEUTRAL] I'll do whatever you tell me.
[AGENT][NEUTRAL] Yeah, I see the wellness and screening benefits claim form and I'm gonna double check.
[AGENT][NEUTRAL] And make sure.
[CUSTOMER][NEUTRAL] Yeah, that's a new one for me so, but I can use it if I need to.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, it looks new um it doesn't have the address on it so do you want me to give you, um.
[CUSTOMER][NEUTRAL] It has the address at the very bottom and fine print on the first page.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Oh, let me see, let me see.
[CUSTOMER][NEUTRAL] Sort of strange.
[AGENT][NEUTRAL] Do you want me to give you
[CUSTOMER][NEUTRAL] But yeah I mean it doesn't.
[AGENT][NEUTRAL] Do you want me to give it to you, um.
[AGENT][NEUTRAL] Are you able to read that?
[CUSTOMER][NEUTRAL] Uh, yeah, sure, it's the same address you were giving me for the [PII] a few minutes ago.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Right, the only thing I didn't give you is the zip code, but if you can read it.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah, I can go ahead and give you the zip code. OK.
[CUSTOMER][NEUTRAL] I can I've got that so.
[CUSTOMER][NEUTRAL] OK, well I've got it [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, so I will use that form and try it again.
[AGENT][POSITIVE] All right, thank you so much for calling ATL. Let me know, um, go ahead and give us a call back if you have any other questions or issues with submitting your claim, OK?
[CUSTOMER][POSITIVE] OK I will thank you.
[AGENT][POSITIVE] Thank you so much. Have a great day.
[CUSTOMER][NEUTRAL] Bye bye.