AccountId: 011433970860
ContactId: 58dfc2a5-5862-4d62-9b7c-3a179c65bf22
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 235990 ms
Total Talk Time (AGENT): 103966 ms
Total Talk Time (CUSTOMER): 114834 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/58dfc2a5-5862-4d62-9b7c-3a179c65bf22_20250226T21:21_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling Apis [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, I need some information, please. I've sent a claim in, uh, mailed it from my house [PII], and I called y'all a while back, about a month ago, and they said never got it. I just want to.
[CUSTOMER][NEUTRAL] Check again to see if it ever showed up with y'all.
[AGENT][POSITIVE] OK, I can help you with that. Can I get a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Can I get your policy number, please?
[CUSTOMER][NEUTRAL] 649238
[AGENT][NEUTRAL] Can I get your name, date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Can you verify your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And lastly, your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, Mr. [PII], thank you for that. And you said you want to see if the claim ever um reached this?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Please, yes.
[AGENT][NEUTRAL] And was the claim for you or for your wife?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] May for skin cancer.
[AGENT][NEUTRAL] OK, give me 1 2nd.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, no, so it didn't, the last time we received a claim for you would have been um June of last year.
[CUSTOMER][POSITIVE] Oh my goodness
[CUSTOMER][NEGATIVE] Our mail has gotten terrible here in [PII]. It's just, just terrible. Well, I, I will submit another one,
[CUSTOMER][NEUTRAL] And in the meantime, can you send me uh a couple of more claim forms?
[AGENT][NEUTRAL] Yes, sir. Um, do you know what address you sent the claim to?
[CUSTOMER][NEUTRAL] I think it was [PII].
[CUSTOMER][NEUTRAL] Is, is that, is it really?
[AGENT][NEUTRAL] OK, so that is the correct, that's the correct one in [PII]. So yes, so I'll go ahead and send you, go ahead.
[CUSTOMER][NEUTRAL] OK, I used to.
[CUSTOMER][NEUTRAL] OK, I used, I used to send them to [PII], but, uh, I thought [PII] was the correct address now.
[AGENT][NEUTRAL] OK. Yeah, um, yeah, the [PII] is the correct one now. So, um, so yeah, I can go ahead and send you out some more claim forms, um, in the mail to the address that you provided me.
[CUSTOMER][NEUTRAL] OK, uh
[CUSTOMER][NEUTRAL] Are you in [PII]?
[AGENT][NEUTRAL] Um, no, so I'm a remote employee.
[CUSTOMER][NEUTRAL] Hey there
[CUSTOMER][NEGATIVE] OK, uh, uh, when I called about a month ago, I got somebody I think in [PII], and she's gonna send me some more forms. I never got them.
[AGENT][NEUTRAL] Oh wow, that's weird. Um, let me see. Let me see the last time you.
[AGENT][NEUTRAL] Yeah, it looks like um January is the last time I see a note um.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] one
[AGENT][NEUTRAL] Yeah, and that's weird cause it's showing that it was sent. So I'll go ahead and um resend them out.
[CUSTOMER][NEGATIVE] Well, like I said, I, I mailed it is just something terrible.
[AGENT][NEUTRAL] Yes, I, I mean, if you don't get the claim forms, I'm not sure if you have access to um a computer um and you can download them as well, but like I said, I wouldn't um.
[CUSTOMER][NEUTRAL] But if you
[CUSTOMER][NEUTRAL] Yeah, I've got a computer, but my my printer is broken so and I'm too old to know how to use it anyway.
[AGENT][NEUTRAL] Yeah, I understand.
[AGENT][NEUTRAL] Um, but yes, I'll go ahead and send, yes, I'll go ahead and send a request, um, to have some more mailed out to you. Um, if you don't get them within I say, I mean, about a week or so, um, just give us a call back, but like I'm gonna go ahead and send that request over now to get you some mailed out.
[CUSTOMER][NEUTRAL] So if you would send
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Great alright well I appreciate your help.
[AGENT][POSITIVE] No problem, Mr. [PII]. Was there anything else that I can help you with today?
[CUSTOMER][POSITIVE] That's all today. Thank you very much.
[AGENT][POSITIVE] No problem. Well, thanks for calling April. You have a wonderful day.
[CUSTOMER][POSITIVE] Thank you you too. Goodbye.
[AGENT][NEUTRAL] Uh-huh, bye.