AccountId: 011433970860
ContactId: 74c5a060-9158-4c61-bea5-801f4f88e53b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 427450 ms
Total Talk Time (AGENT): 185583 ms
Total Talk Time (CUSTOMER): 129285 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/74c5a060-9158-4c61-bea5-801f4f88e53b_20250212T22:10_UTC.wav
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[CUSTOMER][NEUTRAL] I could bring a Chick fil A.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII], and my husband and I have cancer insurance with APL and I recently filed claims for us, but it's been a while since I did that. I just wanted to confirm 1 that y'all got them, and number 2 that I did it correctly and you'll have everything you need. Can you help me with that?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, absolutely. Let's take a look. What is your policy number, [PII]?
[CUSTOMER][NEUTRAL] Oh, I'm sorry, I don't have that right now. Can I just give you like a social or something?
[AGENT][NEUTRAL] Yeah, we can look by social or name, yeah.
[CUSTOMER][NEUTRAL] Or email or.
[CUSTOMER][NEUTRAL] OK, OK, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] at the end.
[CUSTOMER][NEUTRAL] Uh-huh, [PII]
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you so much. Let me try this and see what we get here, just one second.
[CUSTOMER][NEUTRAL] I think we talked about
[CUSTOMER][NEUTRAL] Who's [PII] or health.
[CUSTOMER][NEGATIVE] Of course that's not a good for her. I still think [PII].
[CUSTOMER][NEUTRAL] That's just me.
[AGENT][NEUTRAL] Alright [PII], I believe I've got you pulled up here. Let me just verify please your date of birth and address.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Alright, thank you so much. And was the claim under you, it was the claim for you or was it for [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, there was 11 for both of us.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see here.
[CUSTOMER][NEUTRAL] I'm trying to think what day I mailed it. I guess you'd had time to get it.
[AGENT][NEUTRAL] Um, yeah, we should have gotten it. Let's see. I don't see anything as of right now, but I'm gonna, you had an older policy. I'll check just to see if maybe it mistakenly went under that one. Let me see here.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, so as of right now, [PII], I don't see anything. Do you recall by chance when you mailed it?
[CUSTOMER][NEUTRAL] Tell you what I'm looking right now if you hold on a sec.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] On the [PII], so that's only been a week today, huh?
[CUSTOMER][NEUTRAL] Today the [PII], yeah.
[AGENT][NEUTRAL] Yeah, today's, yeah, today is the [PII] and you sent it to [PII]?
[CUSTOMER][NEUTRAL] Uh, no, I sent it to [PII].
[CUSTOMER][NEUTRAL] Claims department.
[AGENT][NEUTRAL] OK. Yeah, the claims mailing address is in [PII], so.
[CUSTOMER][NEUTRAL] Oh, I guess I had an old claim form.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And the last time I filed it it went to [PII] uh well what will they do? Will they send it to y'all?
[AGENT][NEGATIVE] So I don't know if it'll get forwarded on to us hopefully it will um, I would hate for you to.
[AGENT][NEUTRAL] Resend a whole another, you know, have to redo it all, um.
[AGENT][NEUTRAL] Let's see what day. Let me look at the calendar and see what day the [PII] was here. Give me just a second.
[AGENT][NEUTRAL] OK, that was a week ago exactly today.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] So, yeah, I mean, you can wait, since it's been a week exactly today, you could wait till Friday, check back with us to see if we've gotten anything at that point. Um, I mean, our address, of course, was forwarded to the [PII] address.
[AGENT][NEUTRAL] I'm not certain if it will just come back to you as a return to sender because it was undeliverable or if it'll come, you know, be forwarded on to us. I don't have any way of knowing for sure.
[CUSTOMER][NEUTRAL] OK, is, is, um, I, I just, uh, called you from uh.
[CUSTOMER][NEUTRAL] From my phone, uh, can you tell me, um, is your phone number the [PII]?
[AGENT][NEUTRAL] Yes ma'am, and if you want, like I said, you can check with us on Friday to see if anything's been received at that point.
[AGENT][NEUTRAL] Um, and then decide if you want to just resend it to the corrected address or still wait. It's really your call.
[CUSTOMER][NEUTRAL] Uh, OK, I don't guess, um, I took pictures of them. I don't guess I can email them to you.
[AGENT][NEGATIVE] No, unfortunately we don't accept them via email just because email is not secure enough.
[CUSTOMER][NEUTRAL] OK. OK. All right. Well, I'll make a note and I'll call on Friday.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] OK, yeah, I mean the only other way to get it to us quicker would be if you had access to like a fax machine we, we do accept them via fax also.
[CUSTOMER][NEUTRAL] OK, um, is it, let's see, is it the same number on here, uh, hold on.
[AGENT][NEUTRAL] It's not the number you called, it's a different number.
[CUSTOMER][NEUTRAL] Right, is it [PII]?
[AGENT][NEUTRAL] Uh-huh, yeah, that is the fax number, so that would be another way to get it to us.
[CUSTOMER][NEUTRAL] OK. So, so everything, everything's the same except the mailing address.
[AGENT][NEGATIVE] Yeah, unfortunately, yeah.
[CUSTOMER][NEUTRAL] It was on the claim form. OK, OK, I'll, uh, make a note and I'll just call on Friday and I guess I'll decide after that.
[AGENT][POSITIVE] OK, [PII], sounds good.
[CUSTOMER][POSITIVE] All righty. All righty, [PII], thanks.
[AGENT][POSITIVE] You're welcome. Bye-bye.