AccountId: 011433970860
ContactId: 2c0e3f62-c948-422a-ae16-98ed70de06f8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 414579 ms
Total Talk Time (AGENT): 122842 ms
Total Talk Time (CUSTOMER): 238613 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/2c0e3f62-c948-422a-ae16-98ed70de06f8_20250324T21:15_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh, you said [PII]?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Hi, hi, my name is [PII]. I've had an American public life.
[CUSTOMER][NEUTRAL] Uh, policy for years and I'm trying to file on my cancer policy for some blood transfusions. I have a cancer that makes me um transfusion dependent. I have, I, I have filed for years and sent them to the address they told me to, which was [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, [PII]. Everything I file lately got sent back to me today or is that not where you mail claims to?
[AGENT][NEUTRAL] It used to be, um, let me give you the new claims mailing address. It's now in [PII].
[CUSTOMER][NEGATIVE] I'm gonna have to refile everything I think it's gonna come back.
[CUSTOMER][NEUTRAL] OK, what is the address?
[AGENT][NEUTRAL] So it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Wait just a minute. [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] And then the zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes, that's correct. Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh, is that correct?
[CUSTOMER][NEGATIVE] All right, I don't wanna have to mail this but one more time because I've mailed stuff like it's come back to me twice. So do I make it at uh last time they told me put attention claims department do I put a specific person's name on it?
[AGENT][NEUTRAL] No, no, it's still, it's the claims department. We just changed the mailing address. So yes, um, it'll, you'll just put claims department, APL claims department on it.
[CUSTOMER][NEUTRAL] Well how are we gonna know that y'all changed the address?
[AGENT][NEUTRAL] I mean, I'm not sure it's on the bottom of our claim forms, but if you're using older claim forms, then that's the one that you would see, the 925, so I, I can't answer that. We informed about a year ago, but it's also on the claim form, but if you have old ones, you wouldn't have seen that.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Yeah, I'm supposed to be psychic and know that, I guess, but
[CUSTOMER][NEUTRAL] Alright, so there's no way for you to check to see if y'all have, uh, I, I, there's no reason I mailed, I refiled on 5 blood transfusions, um.
[CUSTOMER][NEUTRAL] Mailed it. I refiled on [PII].
[CUSTOMER][NEUTRAL] But I sent it to the [PII] address, so I guess it's gonna come back too, probably.
[AGENT][NEUTRAL] Yes, ma'am. Any ones that you sent to [PII] will most likely um come back to you. It would, and then um you'll have to send it to [PII] because the, the mail forwarding has been, is no longer active now.
[CUSTOMER][NEUTRAL] Yeah, I found that out.
[CUSTOMER][POSITIVE] OK, I'm heading to the library to make copies again so I can mail y'all this. All right. Thank you for your help.
[AGENT][POSITIVE] You're welcome. Was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] No, no, that, that'll do it. I, I'll get it there to y'all one way if I have to get in the car and drive to [PII], I'm bringing it.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] If I, if I found a little me I apologize, but I am, I'm mad. I've sent this off so many times. And when I talked to the last lady,
[CUSTOMER][NEUTRAL] Just, uh, in March, I repeated the [PII] address. Am I sending it to the right place? And she said, yes, ma'am.
[AGENT][NEUTRAL] Let me pull up your policy. May I have your policy number?
[CUSTOMER][NEUTRAL] Sure, hold on.
[CUSTOMER][NEUTRAL] Uh, it's, I guess it would be the 707.
[CUSTOMER][NEUTRAL] 115 Claudette Bartlett.
[AGENT][NEUTRAL] OK, hold on one moment so I can see who that is. We may have to do some coaching. I apologize for that experience though, that should have been caught.
[CUSTOMER][NEUTRAL] That that's OK, but I mean, I specifically repeated the address and she said, no, you're sending it to the right place.
[AGENT][NEUTRAL] And I just need you to verify your
[CUSTOMER][NEUTRAL] There's probably a
[CUSTOMER][NEUTRAL] I'm sorry, go ahead.
[AGENT][NEUTRAL] It's OK. I just need to verify your date of birth and the mailing address on file.
[CUSTOMER][NEUTRAL] [PII] is my birthday and [PII].
[CUSTOMER][NEUTRAL] It's my address. There's probably a footnote in there that y'all don't want to get a hold of this woman, so she's.
[AGENT][POSITIVE] Oh my goodness.
[CUSTOMER][NEUTRAL] She's getting a
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Not at all, but I do have the policy here and I saw who you, um, it looks like that's a claims rep, so I will um forward that over to my supervisor if she needs extra, you know, some coaching for that part, but I definitely do apologize that that was not caught in, in, in return sent to the wrong location.
[CUSTOMER][NEUTRAL] But like
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] That's OK. I mean, like I said, I'm gonna get this here if I got to bring it myself. So I'll try this new address. I had no idea that it had changed. And the woman goes, well, is this email? I said, no, I use snail mail. I'm almost [PII] old. That's what I'm comfortable with. That's what I've used for years.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] So, OK, thank you for your help. I appreciate it.
[AGENT][NEUTRAL] You're welcome, Ms. [PII]. Well, all the information provided was a verification of benefits, not a guarantee of payment. Was there anything else I can help you with today?
[CUSTOMER][NEGATIVE] No, no.
[CUSTOMER][POSITIVE] No, that's it. I just need to find out how to get this to y'all and um maybe the 3rd time will be a charm.
[AGENT][POSITIVE] It is a charm.
[CUSTOMER][POSITIVE] OK, thank you for your help.
[AGENT][POSITIVE] All right, you're welcome. Thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye.