AccountId: 011433970860
ContactId: 5dc12250-e855-4614-88ec-0f4cf7c95530
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 350790 ms
Total Talk Time (AGENT): 111635 ms
Total Talk Time (CUSTOMER): 173811 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/5dc12250-e855-4614-88ec-0f4cf7c95530_20250529T16:55_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][POSITIVE] Thank you. uh, is [PII] there today?
[AGENT][NEUTRAL] Is who? I'm sorry.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, [PII], yes, ma'am.
[CUSTOMER][POSITIVE] She's been help she's helped me before. I mean, uh, you can certainly help me too. I'm just to find out about the status of a claim.
[AGENT][NEUTRAL] OK, yes, ma'am. I can verify claim status for you. Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] A concert
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's a cancer claim, OK.
[AGENT][NEUTRAL] OK, and your name is?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] [PII] and it's for my husband [PII], and I have both of our Social Security numbers.
[AGENT][NEUTRAL] Uh, do you happen to have that policy number, Ms. [PII], or no?
[CUSTOMER][NEUTRAL] No, I don't. That's why I mean I, I'm dri I'm always driving when I call you.
[AGENT][NEUTRAL] Sometimes it helps. I mean, and
[AGENT][NEUTRAL] And is the policy under your name or your husband's?
[CUSTOMER][NEUTRAL] I can give you the
[CUSTOMER][NEUTRAL] It's both of us it's.
[AGENT][NEUTRAL] OK. What's your social?
[CUSTOMER][NEUTRAL] Mine is [PII].
[AGENT][NEUTRAL] Constrictor. OK, let's see.
[CUSTOMER][POSITIVE] Yeah and hit it's on you want me to do.
[AGENT][NEUTRAL] You said it's for a cancer policy?
[CUSTOMER][NEUTRAL] Yes ma'am, hold on one second. I'm talking. Hold on, hold on.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] He's OK, his is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, awesome. I think I found you. And verify your date of birth for me, Ms. [PII], and the mailing address.
[CUSTOMER][NEUTRAL] OK, our mailing address is [PII]. My birthday is [PII].
[AGENT][POSITIVE] OK, thank you, ma'am.
[CUSTOMER][NEUTRAL] And his is [PII] OK.
[AGENT][POSITIVE] OK awesome and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Absolutely. [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] OK and you said the claim was for your husband?
[CUSTOMER][NEUTRAL] Yes, yes, and everything was turned in around sometime the end of the of April.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, cause I show a claim has been processed recently. And um is Mr. [PII] there with you since he is showing as the policy holder?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, he's not here he's he's back at the house.
[AGENT][NEUTRAL] Oh, I'm sorry. Um.
[CUSTOMER][NEUTRAL] I just left
[CUSTOMER][NEUTRAL] Well, that's OK. I just wanted we we've called to be, you know, to see if we needed anything, if anything was missing from the, you know, from what we had sent in but and they had said that it, they thought that it would be sent out this week and we were just double checking again to see if you know if everything was OK and if it was, you know, gonna be sent that's all.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] As long as you see it it's fine, honey, you know, it when it gets here it gets, we just wanna be sure everything is still moving along, that's all.
[AGENT][NEUTRAL] Oh no, I get you. Yes ma'am. And what is today the [PII]? Uh, it looks like a claim or 3 claims were processed, 4 claims were processed yesterday. So, um, have you all set up on the online service center because it should show the claim status from there.
[CUSTOMER][NEUTRAL] No, ma'am, we, we, we didn't at the time, you know, they meant, you know, they mentioned it to us, but we didn't. The claims were already in process, so we didn't know if we did it there or what, so we just, but we will do it if there's any more, you know, if we have to, if [PII] has to have any more stuff done, I'll go ahead and get that. They sent me a client uh form and we will send that in.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You know if we if we have to have services done.
[AGENT][NEUTRAL] Yes ma'am, because I show it looks like claims were processed yesterday, so that claim status would be mailed out today and is available on the online service center.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, well, you see, I, I, when I talk, we, well, when we talked to the other lady, so we don't do anything on the computer. I mean, it, we're lucky we can use our phone. It's just, you know, it's just like we don't bank or anything that way, so but I appreciate y'all's help. Y'all have wonderful. All we want to be sure what things we're moving along and we've done the right thing that so that's all, honey.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Oh no, you're fine. Yes ma'am. You too and thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Y'all have a great one.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Uh, we've been with you a long time. OK, thank you so much.
[AGENT][NEUTRAL] I see that. Yes. Yes, ma'am.
[CUSTOMER][POSITIVE] That's right, honey, thank you bye bye.
[AGENT][POSITIVE] Thank you, bye.