AccountId: 011433970860
ContactId: 30ae0630-38c1-48e8-90fe-f3507687e9d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 244250 ms
Total Talk Time (AGENT): 105902 ms
Total Talk Time (CUSTOMER): 82316 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/30ae0630-38c1-48e8-90fe-f3507687e9d6_20250224T19:39_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] Hey, [PII], my name is [PII], and I had sent um a couple of claims in uh oh maybe push it a month ago, but I had an old claim form and sent them to [PII] to the PO box. I've called already and they said that forward forwarding was still in effect so that they should arrive uh to where they really were supposed to go.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I'm calling to check and see if they actually got there.
[AGENT][NEUTRAL] OK, I can definitely check and see if the claims are here for you. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] Uh, you know what, I don't have it. Can I give you something else?
[AGENT][NEUTRAL] Yes, ma'am. I can search for your policy with your social.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] I'm just waiting for the policies to come up here. Hold on one moment.
[AGENT][NEUTRAL] And um this is for your cancer policy?
[CUSTOMER][NEUTRAL] It is.
[AGENT][NEUTRAL] OK, here we go. Hold on one moment.
[AGENT][NEUTRAL] And I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII] and email address is [PII].
[AGENT][NEUTRAL] And your mailing address.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Alrighty, thank you so much for verifying your information. Let me check the claims and see if anything has come in.
[AGENT][NEUTRAL] Um, so, not yet. It looks like the last thing we processed was in [PII], so we haven't received the documents yet.
[CUSTOMER][NEUTRAL] Um, and there's no way to check with that office, is there?
[AGENT][NEUTRAL] That we don't, there's no one there.
[CUSTOMER][NEUTRAL] Oh, there's no one there anymore.
[AGENT][NEUTRAL] Right, we have a, we have a new building, but the claims go to [PII], not uh [PII].
[CUSTOMER][NEUTRAL] Yeah, right. Um.
[CUSTOMER][NEUTRAL] OK, let's see, let me, let me see something real quick.
[CUSTOMER][NEUTRAL] OK, so I mailed it, uh, [PII].
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Um, was it like overnighted or anything?
[CUSTOMER][NEUTRAL] No, just regular mail.
[AGENT][NEUTRAL] OK, um, yeah, I will.
[AGENT][NEUTRAL] To be honest, I wouldn't look for it until sometime into [PII], it would probably just be.
[AGENT][NEUTRAL] Getting to us, um, but with the forwarding, there's no way for us to stop it while it's in, you know, in limbo with them with the
[AGENT][NEGATIVE] Forwarding, there's no way to like check on it.
[CUSTOMER][NEUTRAL] OK, what is y'all's PO box there?
[AGENT][NEUTRAL] [PII] is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] OK, I may just print it all out and send it again.
[AGENT][POSITIVE] Yes, that may be best, um, but you can definitely resend it at any time. Um, your policy is active, so we'll go ahead and process it as soon as we receive it.
[CUSTOMER][POSITIVE] OK, [PII], thanks so much.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] No, that's it bye bye.
[AGENT][POSITIVE] Bye bye. Alright, thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Sure.