AccountId: 011433970860
ContactId: 162cd123-747a-42e2-a2ec-16c5ba9deb64
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 397649 ms
Total Talk Time (AGENT): 194712 ms
Total Talk Time (CUSTOMER): 185045 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/162cd123-747a-42e2-a2ec-16c5ba9deb64_20250319T15:34_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] Um, I need to know where to mail a claim. I've got a couple of addresses, but I wanna send it to the right place.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you. Do you have your policy number available?
[CUSTOMER][NEUTRAL] Um, yes.
[CUSTOMER][NEUTRAL] Just a second.
[CUSTOMER][NEUTRAL] A 0019079
[CUSTOMER][NEUTRAL] It's old.
[AGENT][NEUTRAL] I was fixing to say that's one of our old policies.
[CUSTOMER][NEUTRAL] It is, I think 8 was when I took it out.
[AGENT][NEUTRAL] And that's 80019709?
[CUSTOMER][NEUTRAL] Yes, no, 079.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, got you.
[CUSTOMER][NEUTRAL] And the gentleman who sold it to me and I still run into him from time to time.
[CUSTOMER][NEUTRAL] Says, don't you ever let that go.
[AGENT][NEGATIVE] Well, he's, he's right. Some of these older policies, you, you just can't get them like.
[CUSTOMER][POSITIVE] I know and thank [PII] I've never had to use it, but this is my insurance that I never have to use it, uh, but it's, it's we, we use it for wellness, uh, mammogram, PSA, that type of thing, yeah.
[AGENT][POSITIVE] Isn't that wonderful? Yeah.
[AGENT][POSITIVE] Get that little extra help every every year.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And what is, what is your last name, please?
[CUSTOMER][NEUTRAL] [PII], [PII]
[AGENT][NEUTRAL] And your first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, Ms. [PII].
[AGENT][NEUTRAL] All right, I have a question. Now, where is [PII]? I'm familiar with some of [PII], but I've never heard of [PII].
[CUSTOMER][NEUTRAL] OK, do you know where [PII] is?
[AGENT][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] OK, it's, it's about 12 miles northwest of [PII] and we're out in the country.
[AGENT][NEUTRAL] Yeah, well, we used to live outside of [PII].
[CUSTOMER][NEUTRAL] OK, OK, that's South, yeah.
[AGENT][NEGATIVE] And South, yeah. And Reston's up near um not [PII]. Um oh my goodness, I just went completely blank. [PII], that's what I was trying to say.
[CUSTOMER][NEUTRAL] Up here [PII].
[CUSTOMER][POSITIVE] We're on it yeah.
[CUSTOMER][NEUTRAL] [PII] but between [PII] and [PII] on I-20.
[AGENT][POSITIVE] Yeah, I've, I've seen rusted many a times. OK, so I've, that was a new one for me. I love little, I love little towns, you know, I just think they.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I don't, well, at least you pronounced it correctly. Most people say do batch.
[AGENT][NEUTRAL] Well, it looks like Dubo to me. It almost sounds like a song, Dubo Dubbo. OK, I'm sorry. Um, yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Ms. [PII], I can give you the correct mailing address for claims.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that address is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, [PII]?
[AGENT][NEUTRAL] [PII], you got it.
[CUSTOMER][NEUTRAL] OK, well, we got it was on a check that we got last year, um, but everything on the policy has [PII].
[AGENT][NEUTRAL] Now, have you
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am. They have, we have moved our um imaging department so everything goes to [PII].
[CUSTOMER][POSITIVE] OK, well, I'll save time and send it straight to [PII].
[AGENT][NEUTRAL] Now we do have a portal if you ever want to create that login and password, I can verify your information and then you can just upload it directly on your policy.
[CUSTOMER][NEUTRAL] Hm, OK.
[AGENT][POSITIVE] Super easy.
[CUSTOMER][NEUTRAL] I hate doing stuff like that, but my husband might do.
[AGENT][NEUTRAL] I get it. I understand completely. I know what you're talking about, but I can add an email and phone number to your account if you want to that way if he wants to work on creating that account for you.
[CUSTOMER][NEUTRAL] OK, OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], and it's [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then what is your phone number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and of course that address is still [PII]. OK, so.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, 20 years since we retired.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Uh, congratulations on retirement. I'm, I'm gonna get there one day.
[CUSTOMER][NEUTRAL] Uh, I keep telling my daughter and I think she's finally decided to retire this summer, so.
[CUSTOMER][NEUTRAL] It can.
[AGENT][POSITIVE] Yeah, it does get to be time. I, I just wanna retire early enough that I can still enjoy life.
[CUSTOMER][NEUTRAL] That's it. That's it. And that's what we were, we finally retired and it's already been 20 years, you know, so anyway, my husband turned [PII] yesterday and he's outside picking up pine cones. We live in the [PII] of [PII] and we have a lot of acreage and we have pine cones everywhere.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Have you seen all those uh.
[CUSTOMER][NEUTRAL] March wind and bringing them back.
[AGENT][NEUTRAL] Yeah, it's a lot of wind lately. Have you seen all those crafts made by pine needles?
[CUSTOMER][NEUTRAL] Yes, yes, we had to have because the pine beetle beetles, but, uh, and right now we have pine pot pollen blowing everywhere.
[AGENT][POSITIVE] Uh, that just amazes me.
[AGENT][POSITIVE] Yo, the lovely yellow, right?
[CUSTOMER][NEUTRAL] And I'm
[CUSTOMER][NEUTRAL] Yeah, I had to start taking medicine this morning, so.
[AGENT][NEUTRAL] Yeah, and it's
[CUSTOMER][POSITIVE] Well, I appreciate giving me this info. Um, I'm gonna get this mail.
[AGENT][NEUTRAL] Yes, ma'am
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And uh one more thing marked off my list.
[AGENT][POSITIVE] That's [PII]ght. Well, Ms. [PII], it's been such a pleasure to assist you today. Is there anything else I can help you with?
[CUSTOMER][NEGATIVE] I can't think of anything and I just hope I never have to talk to you again concerning a claim or anything so I keep telling my we're gonna keep this policy because that's our insurance we never get cancer so.
[AGENT][NEUTRAL] Yeah, but that's
[AGENT][NEUTRAL] That's right. That's right. And this is, uh, just like you said, you hope to never use it. If you do need to use it, then you're so thankful you kept it. But
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] That's true, that is.
[AGENT][POSITIVE] And, and at least you get your wellness benefit.
[CUSTOMER][POSITIVE] Yeah, that's true. OK, well thank you very much I appreciate it.
[AGENT][POSITIVE] My pleasure and thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Well you too thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Alright bye.