AccountId: 011433970860
ContactId: 1363cace-3acf-465b-9ca9-a88fddc117c3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 529909 ms
Total Talk Time (AGENT): 212347 ms
Total Talk Time (CUSTOMER): 205338 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/1363cace-3acf-465b-9ca9-a88fddc117c3_20250619T17:11_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I need to speak to the claims department I believe her name is uh [PII].
[AGENT][NEUTRAL] OK, uh, is she expecting a call from you?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and who am I speaking with?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] Your first name is [PII]?
[CUSTOMER][NEUTRAL] Last, my first name is [PII]. Last name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. What is your callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] 930
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and go ahead and give me your policy number.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Let me get it.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] She should put it in here uh da da da da da.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] She doesn't have it on here.
[CUSTOMER][NEGATIVE] It's due to an affidavit that she hasn't received.
[CUSTOMER][NEUTRAL] And that's what I'm doing. Policy number is 457182.
[AGENT][NEUTRAL] Did you say 457182?
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, cause that's not gonna be, OK. All right. So first off, let, I need to verify some things with you for security purposes, Ms. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So if you could first please verify the subscriber's name on this policy and that person's date of birth and then your date of birth.
[CUSTOMER][NEUTRAL] OK, his name is or what? [PII].
[CUSTOMER][NEUTRAL] His date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My birth date is [PII].
[AGENT][NEUTRAL] Thank you. And your home mailing address please, Ms. [PII].
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, thank you and the phone number that we have on file, one of them is the same as the one you gave me that's what's listed as the cell number is there another number?
[AGENT][NEUTRAL] But we should also have
[CUSTOMER][NEUTRAL] No, there's some primary.
[AGENT][NEUTRAL] OK. What was Mr. [PII]'s?
[CUSTOMER][NEUTRAL] That's the only one.
[AGENT][NEUTRAL] Cell phone number. Yes, ma'am.
[CUSTOMER][NEUTRAL] His phone number?
[CUSTOMER][NEUTRAL] It was um
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], I believe, no, [PII]. I don't use it anymore, so I don't know.
[AGENT][NEUTRAL] OK, so, OK, so that's a
[AGENT][NEUTRAL] Right. And you, you all do not have a landline, a home number?
[CUSTOMER][NEUTRAL] No, we don't have a loan. We, we did, it was many years ago.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK. All right. And then the last thing to verify is what your email address is?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 9981.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] And I'm just calling because she said she hadn't been able to get the affidavit, and so I've mailed it twice, and just now I, I emailed it. I'm hoping that she got it.
[CUSTOMER][NEUTRAL] It's something that she she did.
[AGENT][NEUTRAL] OK, and what email address did you send that to?
[AGENT][NEUTRAL] Ms. [PII].
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Let me go back.
[AGENT][NEUTRAL] OK, um, and yes, ma'am, because [PII] is actually not available at the moment.
[CUSTOMER][NEUTRAL] Let me go back.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] This is, uh, it says [PII].
[AGENT][NEUTRAL] She
[AGENT][NEUTRAL] OK, thank you. So and um it and it came from your email address that we just verified, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so let me check to see if our email if the email has been received, it's not yet showing.
[AGENT][NEUTRAL] Um, on the profile, I mean that would take a little time if you just sent it, but I could check to see if they can tell if it has been received if you can give me just a moment.
[CUSTOMER][POSITIVE] Yeah, that's all I needed.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] All I need mhm.
[AGENT][NEUTRAL] OK, so give me just a moment I'm checking on that for you, OK?
[CUSTOMER][NEUTRAL] That's fine. I'm in no hurry.
[AGENT][POSITIVE] OK. Well, thank you for your patience.
[CUSTOMER][NEGATIVE] I just wanna know if not so I can resend it because like I said I've already sent mailed it twice and she said she didn't get it so.
[AGENT][NEUTRAL] Yes, ma'am. I was, yes, ma'am. I was looking at the notes and I can see that, that you had talked to her on yesterday about it.
[AGENT][NEUTRAL] Um, so,
[CUSTOMER][NEUTRAL] Yeah, she called me. Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] And it's just titled Affidavit. It's all it's titled this.
[AGENT][NEUTRAL] OK. The subject line is affidavit.
[CUSTOMER][NEUTRAL] Yes, that's what it says on it. That's all it.
[CUSTOMER][NEUTRAL] It says on top that's what it's titled, and then it tells me.
[CUSTOMER][NEUTRAL] What she needs
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mhm mhm.
[CUSTOMER][NEUTRAL] Yeah, I don't know why.
[CUSTOMER][NEGATIVE] You haven't, you guys haven't received it. They all received everything else. That's the only thing that for some reason is not getting.
[CUSTOMER][NEUTRAL] To you.
[AGENT][NEUTRAL] Yes, ma'am. I'm sorry. Have you, and you've been mailing it through the mail, is that correct? It looks like? Yeah.
[CUSTOMER][NEUTRAL] Just smells, yeah, yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you've gotten, I mean, you've gotten everything else that you've all asked for except for this, for some reason. I've been.
[CUSTOMER][NEUTRAL] I mailed one on [PII], then I made another one and mailed another one on uh [PII].
[AGENT][NEUTRAL] Yes, ma'am. I can see that in her notes. Mhm.
[CUSTOMER][NEUTRAL] And she said
[CUSTOMER][NEUTRAL] So like, I don't know.
[AGENT][NEUTRAL] And what address were you sending that to?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It says here.
[CUSTOMER][NEUTRAL] Uh, on this it says care team.
[AGENT][NEUTRAL] No, no, no, in the mail when you were mailing it the previous times, what was the address? Yeah, uh-huh.
[CUSTOMER][NEUTRAL] At
[CUSTOMER][NEUTRAL] Oh, when I was mailing it to.
[CUSTOMER][NEUTRAL] I was mailing it to [PII].
[CUSTOMER][NEUTRAL] [PII], [PII]
[AGENT][NEUTRAL] Mhm. And did you put attention any department on there or just mailing it to that address? And what?
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] No, I, I went ahead and I put attention to claims department.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I'm.
[CUSTOMER][NEUTRAL] And I even put her name on it, [PII].
[AGENT][NEUTRAL] OK. Yes, I'm, I'm not, uh, unfortunately, I, I don't know why, but we have not received those, but we did receive your email. It shows that it arrived on [PII], I mean, at [PII] today at [PII] So yes, ma'am, it has been received and it will go through the processing to get placed, you know, on your um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] At [PII] please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Policy for for review, but it was received.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that's all I needed to know. Thank you so much.
[AGENT][POSITIVE] OK. OK. Oh, well, you're very welcome, Ms. [PII], and if that is all I can help you with, thank you again for calling APL and I hope you have a very nice afternoon.
[CUSTOMER][POSITIVE] Mhm you too thank you mhm bye bye.
[AGENT][POSITIVE] You're welcome. Bye bye.