AccountId: 011433970860
ContactId: 5c2fa419-2f3d-41d8-9503-2882f6d81548
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 566739 ms
Total Talk Time (AGENT): 135353 ms
Total Talk Time (CUSTOMER): 254713 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/5c2fa419-2f3d-41d8-9503-2882f6d81548_20250218T23:45_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. We had my husband had a heart attack in December right after [PII], and we had filed a claim and um we had to wait for the doctor to fill out the claim form that y'all provide and meanwhile I uploaded his hospital records and stuff like that but when I went to upload the.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Claim form that the doctor finally filled out, I accidentally did it under my name.
[AGENT][NEUTRAL] Oh, no. OK.
[CUSTOMER][NEGATIVE] And I did it twice. I mean I did it under my name because it said it said applicant and I was like is that me or is that him? Is it so anyway I did it under mine and I did it again under his trying to cover both my bases. Can y'all delete the one for me, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I, yes, ma'am, um, Ms. [PII], what is your callback number just in case our call gets disconnected and your policy number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, um, [PII] is the number that I'm calling you on right now that's the house phone.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what is the policy?
[CUSTOMER][NEUTRAL] And what
[CUSTOMER][NEGATIVE] Policy number? Oh crap, hang on I'll tell you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I gotta go sorry about the noise. My parent thinks she's got to talk to.
[AGENT][POSITIVE] That's OK. I think it's hilarious.
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] It's just a 10, yeah, OK, the, the group ID number is 0.
[AGENT][NEUTRAL] She does too.
[CUSTOMER][NEUTRAL] Hush hush 00037917.
[AGENT][NEUTRAL] OK, and then what is the policy number on the card?
[CUSTOMER][NEUTRAL] On my, I don't, I don't have that on my oh here it is hang hanging on here it is um 246-7047.
[AGENT][NEUTRAL] OK, if you give me your social security number, I can pull it. Oh, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I think once the kids grew up and moved out, it would get quiet around my house, but no, there's dogs, there's birds.
[AGENT][NEGATIVE] Absolutely not, not when you have animals. They're babies too.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, um, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Sure, I'm [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number, and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] OK, my address is [PII] and you want my.
[CUSTOMER][NEUTRAL] Um, email is [PII] and then what was the other one?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Your cell phone number is that the same number that you gave me to call you back on?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes, my, no, that is my cell phone number is [PII].
[AGENT][POSITIVE] OK, thank you for verifying that for me so I do see.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] That we did get um a confirmation where you sent it in the OSC for yourself and then I also see for your husband so what I'm gonna do is I'm gonna put you on a brief hold. I'm going to send in a request and let them know that you accidentally sent that in under your name and that way they can just delete it um for you. It'll be just a second while I take care of that for you.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you. You are on hold.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] Oh come on.
[AGENT][NEUTRAL] 1896.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, Ms. [PII], I have that.
[AGENT][NEUTRAL] Taking care of for you. I have requested that they ignore it or delete it whichever they decide to do for you, OK?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you I appreciate that.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] You're very welcome. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I don't know if you can answer this because I got the application or whatever you call it, the claims for the doctor to fill out.
[CUSTOMER][NEUTRAL] Last I already had uploaded and they had processed I think it says processed.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] His, um, medical records that for the same thing, will they attach them together?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Well they know that it's part of the same thing. OK, that's good because I was like oh if I need to resend those I can but I didn't know if they could just attach them together.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes they'll understand that that um goes with the documentation that was previously sent because they could see their remarks that they made for the claim and what was needed to be sent in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I appreciate that this is not something that mercifully we have to do very often so I don't know how to do it all and um and so I'm just kind of afraid of doing it wrong anyway I appreciate all your help so much and thank you for putting up with all of our noise.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Oh, that's fine. That's fine. It entertained me.
[AGENT][POSITIVE] He's laughing at us. Yeah.
[CUSTOMER][POSITIVE] She thinks she's fun.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] All right thank you so much for all your help I appreciate it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're very welcome. You have a blessed night and thanks for calling APL.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Mhm. Bye-bye, Ms. [PII].