AccountId: 011433970860
ContactId: 23771067-8d1d-409d-9502-7a21011de6e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 679070 ms
Total Talk Time (AGENT): 234767 ms
Total Talk Time (CUSTOMER): 149863 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/23771067-8d1d-409d-9502-7a21011de6e3_20250610T16:24_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] Uh, so, yes, I'm gonna be filing my husband's um medical uh expenses and, uh, information for his cancer.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I've got so much paperwork here. Is there one specific person I can send this to so that it doesn't get lost?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] We don't have any specific person that needs to go to. Now, if you need to send it overnight, I can give you a different address where you can send it overnight if you need it like a signature or something like that.
[CUSTOMER][NEUTRAL] Yeah, well, I, I don't need, yeah, I don't, yeah, I don't need to send it overnight, but I just wanted, I'm going to send it to a [PII] [PII] correct?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] No, it's [PII].
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. [PII], [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and the zip?
[AGENT][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. Now, can I put
[CUSTOMER][NEUTRAL] [PII] what was it [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And I'm sorry, may I have your name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] And do I put it like to the attention of cancer claims?
[AGENT][NEUTRAL] You put it um uh it's gonna be APL attention claims department.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Alright, well hopefully I just can't afford to have this get lost. I've got so much stuff here.
[AGENT][NEUTRAL] Um, Ms. By, um.
[CUSTOMER][NEUTRAL] OK, I'll get that sent.
[AGENT][POSITIVE] I'm so sorry. Go ahead.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well that's all I was gonna say.
[AGENT][NEUTRAL] Oh, OK. Um, just make sure if you can to do copies because we don't never know with the mail, it could get lost in the mail and it, you know, so it's best to send copies when it's.
[CUSTOMER][NEGATIVE] Well, see that's what I'm afraid of.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] There is so much stuff here it probably stands 55 inches tall.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Yeah, and I understand because we have had a lot of um a lot of cases like this where they need to send a lot of um paperwork and they sometimes they send us a box.
[CUSTOMER][NEUTRAL] It's that much stuff.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] But we just always advised to go ahead and send copies because we don't know what can happen to the mail. Um, it has to route all this way. We don't know if there's going to be any storms on the way, if there's gonna be anything that may not, you know, have it to make it here. So uh just make sure to send copies so you have all the paperwork just in case you need it again.
[CUSTOMER][NEUTRAL] OK, I think what I'll do is send it insured, so you all have to sign for it.
[AGENT][NEUTRAL] Yeah, that would be great. Um, let me go ahead and, and give you the address to send it like that because like that is a little bit different and somebody needs to go and get it and sign for it. So it doesn't go to that same address, it does go to a different address, OK? So bear with me just a second, let me go ahead and get that information and also let me have a callback number just in case we get disconnected while I get this information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Alright, yeah, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right, so let's see.
[AGENT][NEUTRAL] Let me get that address.
[AGENT][NEUTRAL] So yeah.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, one moment. They're working on the system, so let me go ahead and ask and see if I can get that information sent to me right now. Um, can I put you on a brief hold?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding, M is me. OK, so the address you need to send it to for overnight so they can sign is [PII] claims.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] What, wait a minute. So just you want me to send it over? I'm just gonna send it regular and short.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But you want me to send it overnight?
[AGENT][NEUTRAL] It it's called overnight because you want a signature. That's why it's it's called overnight. It doesn't really mean that it's gonna be overnight. It's just that you need a signature when they receive it, so it has to go to a person. It has to go to a um somebody needs to sign for it, OK? So basically it goes to another address that is like a regular address, not a PO box.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, and what is that address?
[AGENT][NEUTRAL] If you need a signature.
[AGENT][NEUTRAL] OK, so it's gonna be [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's [PII]. So that's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, that's [PII].
[AGENT][NEUTRAL] Yes, 300.
[CUSTOMER][NEUTRAL] OK, alright, and what [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] OK, that's [PII]?
[AGENT][POSITIVE] Yes, perfect. Mhm.
[CUSTOMER][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, no, no specific person, right?
[AGENT][NEUTRAL] No, it just goes to APL claims document services.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Alright, that's what I'll do then because I can't take a chance to get this lost. It took me almost a year to get everything together.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Got you. Yeah, just go whenever you go to the postal office, uh, you need to let him know that you need a signature when when we receive it and just send it to the address. Do you wanna repeat the address for me just to make sure we got it correctly?
[CUSTOMER][NEUTRAL] Yes, um, you want me to give it to you? It's, um, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, that is the that is the address, OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And again, if possible, just, you know, keep some copies just in case, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. OK, will do. Thank you.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today, Ms. Ms. [PII]?
[CUSTOMER][POSITIVE] No, this is it. Thanks so much.
[AGENT][POSITIVE] No, you're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Bye now.
[AGENT][NEUTRAL] Bye bye.