AccountId: 011433970860
ContactId: 7029c91c-a1e5-41cd-b883-c164e1aab904
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 281929 ms
Total Talk Time (AGENT): 91467 ms
Total Talk Time (CUSTOMER): 162643 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/7029c91c-a1e5-41cd-b883-c164e1aab904_20250530T19:16_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, this is [PII]. uh, let me give you my policy number first so you can have it 640744.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'll tell you what's going on.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I called in probably 2 weeks ago requesting.
[CUSTOMER][NEUTRAL] Uh, claim and information how to file a claim, and I have not received it yet, and I just wanted y'all just put it aside or forgot me or it's still forthcoming. I'm scheduled for [PII], at the time, I didn't know because they did a box on me for mole surgery. I'm scheduled to have mole surgery on my face, and I need a, a, a claim form.
[CUSTOMER][NEUTRAL] information about how to file a claim.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh like I say, I called, but it had to be at least 2 weeks ago.
[CUSTOMER][NEGATIVE] Telling you what my needs was, but I have not received it in the mail and I don't know if y'all just.
[CUSTOMER][NEUTRAL] Forgot me or it had to come from another office or what, so I don't know, search it out and see.
[AGENT][NEUTRAL] OK, well, I'll definitely take a look into the policy for you. I'm sorry that you have not received the documents. Um, can you verify your date of birth, your mailing and email address for me?
[CUSTOMER][NEUTRAL] OK, mailing address is [PII].
[CUSTOMER][NEUTRAL] My date of birth is [PII] at [PII].
[CUSTOMER][NEUTRAL] And I do have an email of [PII].
[AGENT][POSITIVE] Thank you for that and all the information provided is
[CUSTOMER][NEUTRAL] But, but I, but I, but I, but.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEGATIVE] But I did not want the claim form and nothing and send email. I want it sent US mail and with instruction about how to file a claim, it'll be a skin cancer claim. And I know you have to have a pathology report. Y'all change it up, a pathology report and a doctor bill, but I need the instructions and whatever I have to do for it. And I, the last time I file with y'all.
[CUSTOMER][NEUTRAL] was back in [PII].
[CUSTOMER][NEUTRAL] But I don't remember how, you know, how they change and how I go through filing it.
[AGENT][NEUTRAL] OK, so looking at the policy, I do see back on [PII] when you called, and we did send the request for the cancer claim form to be mailed to your home address. Um, so I'm not sure if it, I mean, it's the US mail, but I can go ahead and have another copy on the way to you. I don't, I don't want to say, you know.
[CUSTOMER][NEUTRAL] Yeah, I have not got it because I've not gotten it yet, so if you and I gave you all the information [PII].
[AGENT][NEUTRAL] Hold on one moment. So now, this was mailed to the, hold on, let me go to that screen. Hold on one second.
[AGENT][NEUTRAL] Yes, this is the [PII].
[CUSTOMER][NEGATIVE] Yes, ma'am, I have not received it.
[AGENT][NEUTRAL] OK, I'll go ahead and send another um copy out to you. I, I'm sorry, I don't know if it's the mail, it's hard to say, but we did send it out um to that address, but I'll go ahead and send another copy for you, OK?
[CUSTOMER][NEUTRAL] That was [PII]. OK, OK. If I have to, that's fine, but I, I just wanna know, you know, what if it was got stuck behind the cover or what, OK.
[AGENT][NEUTRAL] Oh no, no, sir. It did go out, but I, I don't know what happened after that, but we'll def I'll send, I'm sending it to you now, OK?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, OK, OK.
[CUSTOMER][NEUTRAL] OK, and you send it by US mail, OK.
[AGENT][POSITIVE] Yes, sir, and I put 3 copies in here for you, so you'll have, you know, just have some on hand for you too.
[CUSTOMER][NEUTRAL] It's all you have to do now is send a pathology report and a doctor bill with it.
[AGENT][NEUTRAL] Right, with what you're claiming, yes, sir.
[CUSTOMER][NEUTRAL] OK, so I got the instructions and everything and that their insurance people can, and, you know, can figure it out and y'all pay directly to me, cause I mean, I've used you before on skin cancer. So, OK.
[AGENT][POSITIVE] Alrighty, well, was it? You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] I appreciate it.
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] Alrighty. Well, thank you so much for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you
[AGENT][POSITIVE] You're welcome. Bye bye.
[CUSTOMER][POSITIVE] You're welcome.