AccountId: 011433970860
ContactId: 3ee5dd90-67cd-447f-8a7e-10d70dedc455
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233759 ms
Total Talk Time (AGENT): 82047 ms
Total Talk Time (CUSTOMER): 113214 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/3ee5dd90-67cd-447f-8a7e-10d70dedc455_20250611T19:19_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. My name is uh [PII].
[CUSTOMER][NEUTRAL] And uh I was looking on the website I had uh submitted a claim for my wife.
[CUSTOMER][NEUTRAL] But it's not showing up as being active, I don't think uh so I didn't know if you didn't receive it or or what you know what faxed it in could, could you tell me about that?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Sure, I can definitely check and see if a claim has been received. Um, so you're trying to file a claim, but you think that the policy may be lapsed?
[CUSTOMER][NEGATIVE] No, uh oh, no, the policy's not lapsed or anything. It's just not showing up on my web page.
[AGENT][NEUTRAL] Oh, you just can't see the claim.
[CUSTOMER][NEUTRAL] In my APL.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I can definitely check for you. And um Mr. [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, it's uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And uh policy number is 558.
[CUSTOMER][NEUTRAL] 995.
[AGENT][NEUTRAL] Thank you, 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] Oh
[CUSTOMER][NEUTRAL] OK, uh, my date of birth is uh [PII].
[CUSTOMER][NEUTRAL] And my mailing address is [PII].
[AGENT][POSITIVE] Thank you. And your email address?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And let me see.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And it's, oh, no, hold on, you said it's for your wife.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So I'm not showing anything received from Ms. [PII] since [PII], um, but you said you don't see it on the online service center?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] And did you receive
[CUSTOMER][NEUTRAL] But I've I've got the paperwork.
[CUSTOMER][NEUTRAL] I've got the paperwork, you know, here in my in my hand where I thought I faxed to the claim and the other stuff over there.
[AGENT][NEUTRAL] Uh, yeah, I'm not showing it's been received, but what's the fax number that you have?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 3659423
[AGENT][NEUTRAL] Yes, sir. So that is the correct um fax number. We haven't received it, but if you want to refax it, you definitely can and we can continue, you know, we can process it.
[CUSTOMER][NEUTRAL] OK, well I guess I don't know. I, I would do that. I will fax it over thank you.
[AGENT][POSITIVE] You're very welcome. Was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] No ma'am thank you and I appreciate your help.
[AGENT][POSITIVE] You're very welcome. Well thanks for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.