AccountId: 011433970860
ContactId: 38e91a36-6cc2-4f55-b463-63e9fcfd5415
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 319660 ms
Total Talk Time (AGENT): 101811 ms
Total Talk Time (CUSTOMER): 210259 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/38e91a36-6cc2-4f55-b463-63e9fcfd5415_20250602T14:46_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII]. I sent in a claim for the radiation um on my cancer policy on [PII] on [PII], and I got, uh, in the last couple of days, I got it back saying it was.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, that the time to forward it had expired and I sent it to the same address on the claim form, so I don't know what's going on. What address do I need to send it to and.
[AGENT][NEUTRAL] Uh, Mr. [PII], do you have your policy number?
[CUSTOMER][NEUTRAL] Uh yes, 00639444.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you so much. Give me one moment.
[AGENT][NEUTRAL] OK, and verify your date of birth and mailing address for me, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Mr. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, this is my cell phone [PII].
[AGENT][POSITIVE] Awesome thank you. I say um sorry my brain just went to put you say you received something from our office stating it was an incorrect address to mail the claim.
[CUSTOMER][NEUTRAL] No, I was from the I had mailed the claim on [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then over the weekend sometime I've been out of town for a couple of days and but just over the weekend I get it back and on the on the the post office I guess had put this sticker over it it said forward time to expire forward time had expired return to sender, so that sounds to me like who I sent it to.
[CUSTOMER][NEGATIVE] Should have forwarded to somebody else or but I sent it to the same address that I [PII] that I've sent my others my claim form for my my lump sum so I don't, I don't know where it went or where it sat for a month is what I'm getting at.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, because our mailing address had changed. It was at um [PII] in [PII], but it has changed to a [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, and with that longer number, let's see that that's what they put on here [PII]?
[AGENT][NEUTRAL] Uh yes, sir. [PII]. Yes, sir.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. OK, but.
[CUSTOMER][MIXED] I guess what I'm well, uh, that's really what I'm looking for. That's who I'll send it to, but I guess I'm a little disappointed that it sat on somebody's desk at [PII] and didn't get forwarded in time for the post office to forward is what it sounds like to me, but anyway, I'll send it.
[AGENT][NEUTRAL] Well, it sounds like something for the post office, not our office because usually if it's sent to the incorrect or uh previous address, I would assume they had a time limit to where any of the any claims sent to that address is forward um to the correct one, but it doesn't sound like the post office sent it to us since it went out of time, but it's not something to do with us though.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, well,
[CUSTOMER][NEUTRAL] Well, I hear what you're saying it's just frustrating because I sent it to the same address that's on the claim form, so I guess I've just got some old claim forms. You wanna send me some new claim form for future reference?
[AGENT][NEUTRAL] Yes, sir. Do you want me to email them to you?
[CUSTOMER][NEUTRAL] I just, I use the one that came with my policy uh no, I'd like you to send me some on paper because I don't print.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I will send a request for those claim forms to be mailed to you.
[CUSTOMER][POSITIVE] OK. I appreciate it and then so I send it to this other address and it ought to be handled quickly, huh.
[AGENT][NEUTRAL] Uh yes sir, because that's our current mailing address for claims.
[CUSTOMER][NEUTRAL] Let me, let me say one other thing to you. I, of course it, uh, that I'd sent it in before like in March, and they sent it back saying they wanted more information and what they asked for made sense, the, uh, the, the, um, whatever you call it, the EOB for Medicare cause that's who I, who I use, of course, and um
[CUSTOMER][NEGATIVE] So when I'm sending it back, it's in an 8.5 by 11 pouch that didn't cause a problem, did it? I mean, instead of an envelope.
[AGENT][NEUTRAL] No, sir.
[CUSTOMER][POSITIVE] OK, so it'll be coming back in an 8.5 by 11 pounds and I hope it gets to him. Appreciate it. Thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, you're welcome and thanks for calling APO Mr. [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, [PII], because otherwise, could I just hand deliver it to your office there in [PII]? I mean, it could, you know, I mean, I, I wanna.
[AGENT][NEUTRAL] No, sir, because that office is closed.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][POSITIVE] OK, alrighty that makes sense.
[AGENT][NEUTRAL] All our um mail is going to the [PII] address. Yes, sir.
[CUSTOMER][POSITIVE] Uh, all right, I'll send it to them then, thanks.
[AGENT][POSITIVE] Yes, sir. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] Bye.