AccountId: 011433970860
ContactId: 381b5622-954b-47ca-aad1-14cc4d3c2c0e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 541869 ms
Total Talk Time (AGENT): 270427 ms
Total Talk Time (CUSTOMER): 204553 ms
Interruptions: 5
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/381b5622-954b-47ca-aad1-14cc4d3c2c0e_20250512T16:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, ma'am. My name is [PII]. I had a couple of questions for you if possible.
[AGENT][NEUTRAL] Certainly. And may I have your name again?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes ma'am, [PII]
[AGENT][NEUTRAL] And, and the last name was [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] [PII] Thank you. OK. Yes, ma'am, Ms. [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] I was calling, uh, first, uh, I know I have some claims in a pending, but I got a, a thing that came in from my informed delivery, and I didn't know if it was from you guys or not. There wouldn't be a reason.
[CUSTOMER][NEUTRAL] Oh, will be getting a letter from you guys, would you?
[AGENT][NEUTRAL] Um, I'm not sure. Do you have a policy number you can give me?
[CUSTOMER][NEUTRAL] Or do you know?
[CUSTOMER][NEUTRAL] And the um
[CUSTOMER][NEUTRAL] It's 1836605. Hey babe.
[AGENT][NEUTRAL] I'm, I'm sorry. Can you say that again?
[CUSTOMER][NEUTRAL] 1836605.
[AGENT][NEUTRAL] 1836605
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Look, y'all go play, go play. It's your play time.
[AGENT][NEUTRAL] OK, Mr. [PII].
[CUSTOMER][POSITIVE] And get that shot out to my you took yourself. Yes, ma'am. I'm sorry about that.
[AGENT][NEUTRAL] Thank you. Can we do a quick verification starting with your date of birth and then your address?
[CUSTOMER][NEUTRAL] Yes ma'am. Date of birth is [PII]. Address is [PII] and address oh OK.
[AGENT][POSITIVE] Wonderful.
[AGENT][NEUTRAL] OK, OK, so that was [PII]. All right, the last bit of information. May we verify your phone number and then your email address.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, telephone number is [PII], and email address is [PII].
[AGENT][POSITIVE] Wonderful. Everything is matching. OK. And this is on your hospital indemnity policy.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you're saying you received a letter from us?
[CUSTOMER][NEUTRAL] Well, I wasn't sure if I did, but I didn't really know too many organizations or businesses that I dealt with that were stationed in Slowwood and so I was like, uh, OK. It could be, could be APL or cause there was nothing on the outside cover of the letter.
[AGENT][NEUTRAL] OK, um, yes ma'am, we are located in [PII], but our, you know, our new mailing address is actually right, but our new mailing address is in [PII], so I'm thinking it would come from [PII]. Uh, did you receive something from us?
[CUSTOMER][NEUTRAL] I mean, that's what I meant.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I mean, well, I don't know. No, look, this is me totally jumping to conclusions. I saw an informed delivery where it said like there was something coming from [PII] in that [PII] or what have you, so I was like, is this from APL? because you know typically when I get letters from.
[AGENT][NEUTRAL] Is it, was that a text message? Was that a text message that came through? Oh no, OK.
[CUSTOMER][NEGATIVE] No, no, no.
[CUSTOMER][NEUTRAL] No, you know, um, um, informed delivery is when they give you the preview of your mail before it comes.
[AGENT][NEUTRAL] Oh, OK, OK, I'm not showing anything, but then again if it came from claims, uh, we, we do not have, you know, access to their, to their notes and customer service. I can put you through to claims if you'd like to speak with him to see if something is coming.
[CUSTOMER][NEUTRAL] So it it says yeah.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] From, you know, if they have mailed you anything.
[CUSTOMER][NEUTRAL] OK, that is
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And Ms. [PII], have you set up your online service center account? Um, you have wonderful, OK, I didn't know if you could see anything there and you know you can view your status of your claims. OK, alright, so you would like to speak with someone in claims and to see if they have mailed you a letter. Alright, wonderful, um, so Miss [PII] before I transfer you, is there anything else that I can help you with?
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] OK. Well, thank you for calling APL and you have a wonderful day and give me just a moment while I give them your information.
[CUSTOMER][POSITIVE] Alright thank you.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Deering.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEGATIVE] 00, [PII], you're cutting out bad, honey, bad, bad, bad. It's like little click, click.
[CUSTOMER][NEUTRAL] Um,
[AGENT][POSITIVE] Oh goodness.
[CUSTOMER][NEGATIVE] Oh no.
[AGENT][NEUTRAL] Yeah, I thought it might just be our call. Yeah, but you, it's like you're, I'm getting like bits and pieces here and there, you know, but hopefully, yeah.
[CUSTOMER][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Uh, OK, let me, let me see if I can adjust. Hold on real quick.
[AGENT][POSITIVE] You seem OK right now. You seem OK right now.
[CUSTOMER][NEUTRAL] Oh, OK, and this is [PII], right?
[AGENT][NEUTRAL] Right, I'm sorry, [PII] Yes, this is [PII].
[AGENT][POSITIVE] I, I do, uh, yeah, I do appreciate when people I still sometimes, you know, I still appreciate people telling me who they are when they call me cause but sometimes everything just starts running together, voices, everything. All right, dear, I have a [PII]. Let me give you her policy number.
[CUSTOMER][NEUTRAL] I recognize him.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And tell me when you're ready.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you ready?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] How can you
[AGENT][NEGATIVE] I'm losing you.
[CUSTOMER][NEUTRAL] Hold on.
[AGENT][NEUTRAL] Sorry, did I lose you?
[CUSTOMER][NEUTRAL] Like so, are you still there?
[AGENT][NEUTRAL] Uh, yeah. Oh my. Do you have a lot, can you hear me?
[CUSTOMER][NEUTRAL] [PII], who, are you there?
[AGENT][NEUTRAL] Uh, can you hear me?
[CUSTOMER][NEUTRAL] I can hear you.
[AGENT][NEUTRAL] OK. All right. We keep clicking in and out. I totally lost you for a second there. All right, let me get your policy number real quick. OK, 183.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Oh goodness.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 6605.
[CUSTOMER][NEUTRAL] OK let me look her up.
[CUSTOMER][NEUTRAL] OK, I've got her pulled up.
[AGENT][NEUTRAL] All right, I verified all of Ms. [PII]'s information. She is just calling to see if she possibly has a letter or something.
[AGENT][NEUTRAL] Coming from claims. I did not see anything in notes, you know, I told her we cannot see claims information. So if you can just tell her what you do and don't see, she would appreciate it very much.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Oh God.
[CUSTOMER][NEUTRAL] OK, you can go ahead and.
[AGENT][NEGATIVE] OK, [PII], I, you're cutting out so bad. I almost hate to send her to you.
[AGENT][NEUTRAL] Oh God. OK, dear, here we go, huh.
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] Let me try to adjust, hold on real quickly, so let me see if I can adjust.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you hear me [PII]?
[AGENT][POSITIVE] Uh, a little better, still doing the kind of in and out.
[CUSTOMER][NEUTRAL] Well that's weird because it's looking like everything's OK so I don't know. I've got uh start filing so maybe that's it. I don't know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You, you've got what?
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Link
[CUSTOMER][NEUTRAL] And it's cloudy outside, so it might be because of that.
[AGENT][POSITIVE] Oh my goodness. OK, maybe you can just tell her yay or nay real quick on what she needs. Call me back if you need to.
[CUSTOMER][NEUTRAL] You can't hear.
[AGENT][NEUTRAL] For any reason, if I need to help with what y'all are saying.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yes, ma'am. OK. All right. Thanks, [PII]. All right. Bye-bye.
[AGENT][NEUTRAL] OK. All right, bye dear.
[AGENT][POSITIVE] You're welcome.