AccountId: 011433970860
ContactId: 2cacfa7a-d2ae-4af7-bd7f-e73bfc036149
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 709539 ms
Total Talk Time (AGENT): 198547 ms
Total Talk Time (CUSTOMER): 176260 ms
Interruptions: 3
Overall Sentiment: AGENT=1.4, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/2cacfa7a-d2ae-4af7-bd7f-e73bfc036149_20250428T20:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How, how may I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, this is [PII]. I have a policy and I had uh I had a, uh, it's a cancer policy with your company and I had a claim. Well, I really did not a cancer. It was, uh, a checkup and I sent my
[AGENT][NEUTRAL] Yes, I
[CUSTOMER][NEUTRAL] Uh, the, the, the, um, the information I asked for to [PII] and uh to the office there, and I wondered if they had got that claim.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Well that's a good question because we do have a new address. Um, I'm sure it's being forwarded to the new address, so, um.
[AGENT][NEUTRAL] Let's see. Do you happen to have a copy of that claim, sir?
[AGENT][NEUTRAL] Did you keep a copy of it?
[CUSTOMER][NEUTRAL] Um, no, I do have, but it's different, it's different. I tell you it was, it was simple. they had just a claim on it saying uh uh had a PSI.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, PS PSA test, I mean, uh, for prostate cancer.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I've, I've been every year I sent that in. I just wanted, it's a simple little thing, but I, I hear so much about the mail and Jackson being.
[CUSTOMER][NEUTRAL] Uh, being lost. I just wonder if you got it cause this was in, this was in, in, uh, this was in, uh, February.
[AGENT][POSITIVE] Oh goodness.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, so, so can you give me your policy number and we can do a quick verification.
[CUSTOMER][NEUTRAL] No, I'll have to look it up. I'll have to look it up. I will, let me just, uh, you can, you go home with me?
[AGENT][NEUTRAL] Certainly. Can I, can I call for you?
[CUSTOMER][NEUTRAL] OK, I'm, I'm going now. I won't take just a minute and I'll look it up my policy number.
[AGENT][POSITIVE] OK, sir, thank you.
[CUSTOMER][NEUTRAL] I told, I, I wasn't prepared for that. I thought you just want my uh.
[CUSTOMER][NEUTRAL] Uh, the policy number, I thought you my social security number. Policy number is uh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] That was quick. OK. [PII], let's try that again.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, thank you. OK, so Mr. [PII], let's see, and are you, you're, OK, let's, let me chat on through here and see what we've got.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So, Mr. [PII], let's do just a quick little verification.
[AGENT][NEUTRAL] And then I can place you through to someone who can tell you about that claim, OK? Whether it's been received or not.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, Mr. [PII].
[CUSTOMER][NEUTRAL] OK, well, uh, that's, I just wanna know that she got through to you. I've uh, everything's always been, everything's always been real well, but I just wonder, it's just been a, uh, in February was a good long time. OK.
[AGENT][POSITIVE] OK, wonderful. We'll check on that.
[AGENT][NEUTRAL] Yes, sir. Yes, sir. So can we verify your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. Excellent, that's what we have. And Mr. [PII], can we verify your address, please, sir?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Is that still [PII]? The zip code? Wonderful. And you're calling from [PII]. So that's a good number. Wonderful. OK.
[CUSTOMER][POSITIVE] Yeah, that's right.
[CUSTOMER][POSITIVE] That's right.
[CUSTOMER][POSITIVE] That's, that's exactly right.
[CUSTOMER][POSITIVE] Just exactly right.
[AGENT][POSITIVE] Wonderful. So, Mr. [PII], give me just a moment, sir, and I'm going to get someone who can see if that claims out there or not where they can do it and I can see.
[CUSTOMER][POSITIVE] OK, good deal, good deal, good deal.
[AGENT][NEUTRAL] Sure, is there anything else, sir, we can help you, I can help you with before I transfer you.
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][NEUTRAL] That's, that's, that's all I need to know. That's all I just wanna make sure he got there because I heard so much about some mail being lost up there.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh goodness, yes, sir.
[CUSTOMER][NEUTRAL] I got to let it off one time, not long ago.
[AGENT][NEUTRAL] No, oh no. Well, hopefully this is here and you've just not heard from us, so give me just a moment please.
[CUSTOMER][NEUTRAL] I sure will.
[AGENT][POSITIVE] Thank you for calling APL and you have a wonderful day, sir. One moment.
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] Referring.
[AGENT][NEUTRAL] It's
[AGENT][POSITIVE] Oh, my boy, that's work.
[AGENT][NEUTRAL] I call.
[CUSTOMER][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[AGENT][NEUTRAL] Hello, [PII], this is [PII] there. um, [PII], I have a insert on the phone who just wants to see if a claim come in or not.
[AGENT][NEUTRAL] And when you're ready, I know y'all are swamped over there.
[CUSTOMER][NEUTRAL] Alrighty and uh no, it's OK. And [PII], what's the best contact number and the policy number?
[AGENT][NEUTRAL] OK. Uh, his, his contact number is [PII].
[CUSTOMER][NEUTRAL] Alright, and the claim number?
[AGENT][NEUTRAL] His uh policy is 704,980 Henry Shugg, S U G G.
[AGENT][POSITIVE] He's very sweet. He's [PII]. He's just checking on the claim.
[CUSTOMER][NEUTRAL] Oh, is it a claim for him?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] He just wants to make sure we received it because he's heard how the mail gets lost around up here, [PII]. He's from [PII], bu[PII] we're up here in [PII] area.
[AGENT][NEUTRAL] It's been too much yet or anything.
[CUSTOMER][NEUTRAL] OK, well, I can, uh, he.
[CUSTOMER][NEUTRAL] All right, um, you can send him over. I, yeah, we don't have it.
[AGENT][NEUTRAL] OK, [PII]r.
[AGENT][NEUTRAL] Oh God. OK. He didn't keep a copy either. I asked him. All right, dear. Yeah, uh, all right. I did verify his address and everything, so we're good.
[CUSTOMER][NEUTRAL] Oh no. OK.
[AGENT][POSITIVE] OK, bye. Thank you, [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.