AccountId: 011433970860
ContactId: 39025d86-1aaf-4e6f-adf3-1269df574e1d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 328529 ms
Total Talk Time (AGENT): 177407 ms
Total Talk Time (CUSTOMER): 144632 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/39025d86-1aaf-4e6f-adf3-1269df574e1d_20250122T21:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. My name is [PII], and I spoke with you a few months back regarding my hus my policy and getting some documents to you. We had a hiccup with the fax machine. They were trying to charge. You probably remember me because we've had several conversations and it's like back and forth and so much has happened since I last talked to you. I miss.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh yeah, I do, mhm.
[AGENT][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Oh goodness, OK.
[CUSTOMER][NEUTRAL] Yeah, so I was calling back.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have a, I actually have the copy that I can send.
[AGENT][NEUTRAL] OK, what's that? Can you give me that.
[CUSTOMER][NEUTRAL] I just have to put it in the mail.
[AGENT][NEUTRAL] Can you give me that policy number again, or your policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, let me see. I have your message. Let me see. Policy number is 2410108.
[AGENT][NEUTRAL] OK, I'll just get your, OK, so did are you sending the itemized bills or was it records? I think we were needing the itemized bills that they were trying to give you records. Is that what it was?
[CUSTOMER][NEGATIVE] They was trying to give me records and I was trying to get the records of what you needed with the test results and all of that and the 500 page facts they were trying to charge you guys for uh they tried to sell you and all of that hoopla.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, OK, yeah, I remember that. OK, yeah, so now you have the records and you wanna send them in.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][POSITIVE] Yes, I actually have a hard copy of it, but it's convinced that.
[AGENT][NEUTRAL] OK, hold on.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, cool.
[AGENT][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] I told her to just give me just the what what was needed after I talked to you.
[AGENT][NEUTRAL] Yes, absolutely. OK, let me give you the address that that needs to go to because I have switched positions, so I'm not in the claims area anymore, but I will let them know that you're sending that. Hang on just a second. I have the address memorized and since I haven't had to give it out lately.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] I don't know what to do with it. Give me just a second. I have it on my desktop somewhere. Hang on. Sorry. OK. What's on the mailing address here we go.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Wait for it to come up so you'll wanna put it to [PII].
[AGENT][NEUTRAL] As in [PII], [PII] [PII].
[AGENT][NEUTRAL] And the address, let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] [PII], [PII], [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that's real mail it. I would put a cover sheet on the top of it. I would put a cover sheet on the top of it. This says attention APL claims put um your name and your husband's name on there with the policy number.
[CUSTOMER][NEUTRAL] And do I need to put it
[CUSTOMER][NEUTRAL] Do I need to
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] So like just see your see your claim for your husband's name and policy number and then put the policy number on there, that 24101108.
[CUSTOMER][NEUTRAL] 2410.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK, so [PII], [PII] and it's APL claims.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] And on the cover sheet do attention APL claims, put my name.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Put the policy number 2410108.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then claim for [PII] and put his date of birth or something like that.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I mean, it's all probably it's gonna be under use in terms of policyholders, so that's that's why I had to put your name on there too, but um, yeah, I would get, yeah, that's fine. Just get yeah if you wanna put his name and date of birth, that's fine that way just so we make sure it gets to the right file, which it should with all that information on there.
[CUSTOMER][POSITIVE] Got it. Well, congratulations on, I hope it's a promotion.
[AGENT][NEUTRAL] Yeah, I'm with this company. I just moved over to this thank you yeah I'm just, I'm over on the sales side now so um I can't see any of the claim documents. I mean you're welcome to call me and if you know if you need to and I can get you to someone that can help you um I just can't see anything now on the claim side so boo.
[CUSTOMER][POSITIVE] And congratulations.
[CUSTOMER][POSITIVE] Got it, got it. But you've been great. Lord have [PII]. It's been almost a year since I started talking to you. Amazing.
[AGENT][POSITIVE] I remember, I do remember, yes, I do remember you very well. So yes, I'm glad I got to talk to you. I'm glad you finally got those records, so that, that'll that'll help hopefully.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Finally, finally. But again, I appreciate you more than words. um, trying to help me navigate all this, the facts and all of that. Just know you appreciate.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][POSITIVE] Oh, you're sweet.
[AGENT][POSITIVE] Yeah. Well, you're most welcome. You're most welcome.
[CUSTOMER][POSITIVE] OK. Well, you have a good rest of the day.
[AGENT][POSITIVE] You too, Ms. [PII]. Thank you for calling. You have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mhm bye bye.