AccountId: 011433970860
ContactId: 1a820430-f21c-4158-bb05-440bd2063221
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 588849 ms
Total Talk Time (AGENT): 156168 ms
Total Talk Time (CUSTOMER): 185708 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/1a820430-f21c-4158-bb05-440bd2063221_20250219T21:49_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEGATIVE] I'm sorry, you're breaking up.
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] Um, let me just one moment.
[AGENT][NEUTRAL] OK, can you hear me now better?
[CUSTOMER][NEUTRAL] Uh, yes, I think so.
[AGENT][NEUTRAL] OK, and.
[CUSTOMER][NEUTRAL] I go ahead.
[AGENT][NEUTRAL] Uh, OK.
[AGENT][NEUTRAL] Um, my name is [PII] with APL. How may I help you?
[CUSTOMER][NEUTRAL] My name is [PII] and today in the mail, I received a notice of uh claim on my policy. I have two policies. They did not give the number, but anyway, it said the claim has been started. I have not filed a claim.
[AGENT][NEUTRAL] OK, I can check and see if we receive any type of documentation. Sometimes when we receive documentation it just generates that letter. Um, I can go ahead and check on that for you. And do you have, um, do you have any of the policy numbers or you don't have that information?
[CUSTOMER][NEUTRAL] Uh, well, hang on just a second. I can get those.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Are you still there?
[AGENT][NEUTRAL] I'm here, yes.
[CUSTOMER][NEUTRAL] OK. Uh,
[CUSTOMER][NEUTRAL] I have an intensive care policy 59,830.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I have your date of birth and mailing address for verification?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] Do you see any other numbers or anything else besides the [PII]? I didn't pull your name.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. I'm sorry, can you repeat that?
[CUSTOMER][NEUTRAL] No, no, no, [PII].
[AGENT][POSITIVE] OK, here we go. Thank you.
[AGENT][NEUTRAL] All right. And can you verify the email address on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] OK, let me check the other policy just to um make sure it didn't go from there. I don't see something here, so let me pull the other one.
[AGENT][NEUTRAL] Um, OK, let me see what is this.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it looks like um,
[AGENT][NEUTRAL] It was, we received some documents about your um
[AGENT][NEUTRAL] Premiums
[AGENT][NEUTRAL] That you set up a monthly draft?
[CUSTOMER][NEUTRAL] I called
[CUSTOMER][NEUTRAL] I have monthly draft on both of these. What I called about a couple of weeks ago was that I just needed verification by mail on your letterhead stating what my premium is each month and the total for the year. This was for tax purposes.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] While we were discussing this.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] find, I find out that I do not have.
[CUSTOMER][NEUTRAL] A policy
[CUSTOMER][NEUTRAL] Um, I guess it's the cancer policy.
[CUSTOMER][NEUTRAL] I don't have, I don't have a policy. What I have is not a policy. So they said they were going to send it through to whoever and my policy was going to have to be rewritten.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's as much as I know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. Have you received any letters from [PII]?
[CUSTOMER][NEUTRAL] Yes, I received the two letters stating the premiums that I pay a year.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I can file that on my taxes. I have, yes.
[AGENT][NEUTRAL] OK. OK, so that's the reason that you received that letter is not a claim. Again, any documentation that is imaged into the system, it will generate a letter, um, so that letter was generated because of this letter that went out.
[AGENT][NEUTRAL] So it is not a claim, it's just.
[CUSTOMER][NEUTRAL] Well, I have been, I, I, I asked.
[CUSTOMER][NEUTRAL] Do you wanna talk or you want me to talk?
[AGENT][NEUTRAL] I'm, I'm waiting for your response, Miss [PII].
[CUSTOMER][NEUTRAL] I have been doing this request.
[CUSTOMER][NEUTRAL] From APL.
[CUSTOMER][NEUTRAL] For many years.
[CUSTOMER][NEGATIVE] I've never received this letter stating that I had a claim.
[AGENT][NEUTRAL] OK, um, Miss [PII], uh, our system changed, we've been going through a lot of changes with our system, so that is a new feature.
[AGENT][NEUTRAL] That is generating a letter every time we receive any type of documentation that is imaged into the policies.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So it's something new.
[CUSTOMER][NEUTRAL] OK, so there's no claim.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Against my policy.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] No, there's no claims against your policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Well, I guess I can get rid of this letter then.
[AGENT][POSITIVE] Correct, yes. And I do apologize for the confusion.
[CUSTOMER][POSITIVE] OK, well, thank you very much.
[AGENT][NEUTRAL] You're welcome. Is there anything else I can help you with today, Miss [PII]?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] Thank you and you have a good afternoon. Thank you for calling APL.
[CUSTOMER][POSITIVE] Thanks. Thank you. Bye-bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.