AccountId: 011433970860
ContactId: 4d99e6ef-a62f-4340-b4f3-8046dddc1ccd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198399 ms
Total Talk Time (AGENT): 69119 ms
Total Talk Time (CUSTOMER): 112733 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/4d99e6ef-a62f-4340-b4f3-8046dddc1ccd_20250520T14:50_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is. Can I help you?
[CUSTOMER][NEUTRAL] Yes, um, I sent in a claim form, um, back in April, and I just got it back by return mail saying that um, the address was incorrect. So just send in a claim form, what address do you use these days?
[AGENT][NEUTRAL] OK, um, mail address is [PII].
[CUSTOMER][NEUTRAL] Mail address
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, you're gonna have to slow way down. My hand doesn't work that fast. So it's [PII] and then what's the number?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, let me repeat that.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]. Yes, ma'am.
[CUSTOMER][NEUTRAL] Then it was [PII], was it?
[CUSTOMER][NEUTRAL] OK, so [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then the zip code.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. So did you guys move or something because at last address I had was [PII].
[AGENT][NEUTRAL] Well, our mailing address changed as of [PII].
[CUSTOMER][NEGATIVE] You know what, it must have been the last time I sent something in, it must have got forwarded because they said there was no forwarded address either, so.
[CUSTOMER][NEUTRAL] Anyway, so any of my insurance claims under American Public Life, this is where I would send it to, to the [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. So I just want to repeat it one more time, and I'll try to send this out one more time. So anyway, it's [PII], is it?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Correct, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, thank you so much for your help. I appreciate it.
[AGENT][POSITIVE] Alright, you're welcome. Thanks.
[CUSTOMER][NEUTRAL] Unless there's a better way to send this, I don't know. It's still you're taking things by snail mail or what?
[AGENT][NEUTRAL] Uh, if you have an account on our online service center, we do have it where insurers can submit a claim through there or you can fax the claim.
[CUSTOMER][NEUTRAL] OK, just out of curiosity, what is the fax number?
[AGENT][NEUTRAL] 877.
[AGENT][NEUTRAL] 36 365.
[CUSTOMER][NEUTRAL] 877
[CUSTOMER][NEUTRAL] 3.
[CUSTOMER][NEUTRAL] OK, so it's 877, then it's 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] 42
[CUSTOMER][NEUTRAL] OK, so just a second. I want [PII].
[AGENT][NEUTRAL] No, ma'am. [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK. I'm losing my hearing too. So, anyway, thank you so much for your help.
[AGENT][POSITIVE] Uh, yes, ma'am. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] All right. Bye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye.