AccountId: 011433970860
ContactId: 5eadfdb6-10e7-48d7-9770-446f814de039
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 301399 ms
Total Talk Time (AGENT): 160569 ms
Total Talk Time (CUSTOMER): 121841 ms
Interruptions: 2
Overall Sentiment: AGENT=1.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/5eadfdb6-10e7-48d7-9770-446f814de039_20250609T17:04_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I was just making sure that my um claim had been received. I had a tracking number on it and I got an a text last week or email one that it had been received, but the tracking number is showing me it's still at the post office so I was just double checking to make sure it had been.
[AGENT][NEUTRAL] OK, so you.
[AGENT][NEUTRAL] OK, so you mailed in a claim that you're wanting to verify if it's been received or not. Is that correct?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][POSITIVE] Yes, ma'am. I can try and help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] This is [PII]
[AGENT][POSITIVE] Thank you and Miss [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And do you have your policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] I do, it's 729-960.
[AGENT][NEUTRAL] Alright, thank you. One moment while I get your information pulled up. Once I do miss [PII], I will have to verify several things with you first for security. So just a moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then also any information is like that I do provide for you will be a verification of benefits and not a guarantee of payment. First off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. The phone number that is on file for you is the same as the one that you gave me, so again, that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you and lastly your email address?
[CUSTOMER][NEUTRAL] Um, all lower case, it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. Now Ms. [PII], I can see, um, well first off, yeah, I can see that you had previously set up a profile in our portal called the online service center where you can actually access, you know, your information online you can also submit claims uh via that portal as well. Now there was an update recently to the portal so you were going to have to create a new profile.
[CUSTOMER][NEUTRAL] Right.
[AGENT][POSITIVE] In the portal and I would be happy to send you the user guides with instructions on how to set it up and then also you know how to use it. It would be two guides that I would email you.
[CUSTOMER][NEUTRAL] When I actually just did that about 30 minutes ago.
[AGENT][NEUTRAL] Oh, you did set your new one up, OK.
[CUSTOMER][NEUTRAL] I called
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah, I did.
[AGENT][NEUTRAL] OK, well, good, well good, because a lot of people, um, you know, when I can see that they have previously had one because we're getting a lot of calls about people saying they can't sign in and so anyway, but.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, I did that, so.
[AGENT][NEUTRAL] OK, so that's good. Alright, now is the claim for you, Ms. [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's her husband.
[AGENT][NEUTRAL] And what's his name and date of birth?
[CUSTOMER][NEUTRAL] [PII], it's [PII], and his date of birth is [PII].
[AGENT][NEUTRAL] Mhm. Mhm.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, Ms. [PII], so I do see that we did receive on the [PII].
[AGENT][NEUTRAL] There is a claim. I can't, it's in line, we did receive something on [PII] for your husband, and it is in line for review.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, OK, that's, well, um, let's see because I mailed it.
[CUSTOMER][NEUTRAL] Um, hm, I believe the Friday before, so anyway, I don't know why the post office is still showing that, you know, it hadn't been picked up, but anyway, I, that's fine.
[AGENT][NEUTRAL] Mm, I don't, yes, ma'am. I don't, but we did receive something on the [PII].
[AGENT][NEUTRAL] For him
[CUSTOMER][POSITIVE] OK, perfect. OK, thank you so much. I wanted to double check, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Will you?
[AGENT][POSITIVE] Oh well, you're certainly welcome, Ms. [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] That's all. I appreciate it so much.
[AGENT][POSITIVE] OK. Well, you're certainly welcome and thank you again for calling APL and I hope you have a wonderful afternoon.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Thank you. Ah, you're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.