AccountId: 011433970860
ContactId: 7f16a455-4a51-4f51-adb8-c897f78def80
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 300220 ms
Total Talk Time (AGENT): 124133 ms
Total Talk Time (CUSTOMER): 161204 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/7f16a455-4a51-4f51-adb8-c897f78def80_20250131T19:35_UTC.wav
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[CUSTOMER][NEUTRAL] There was a
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Hey, I need some information, please. I, uh, uh, I mailed the, uh, claim in. I think I mailed it from, from here on [PII], and I've not heard anything about it. I called y'all a couple of weeks ago, and the, uh, person I got said y'all never got it so I just want to double check, see if it might have come in by now. Uh, the mail's gotten terrible.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It has. Um, I can definitely assist you and check and see if the claim's um been received. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] I, I'm [PII]
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] Thank you for that. Mr. [PII], may I have your policy number?
[CUSTOMER][NEUTRAL] OK, it's uh 649-238.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] A
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. And I have you here. I just need you to verify your date of birth, your mailing and email address.
[CUSTOMER][NEUTRAL] Uh, uh, birthday is [PII] and uh [PII].
[CUSTOMER][NEUTRAL] And uh [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Um, now is this is the claim for you or your wife?
[CUSTOMER][NEUTRAL] Me
[AGENT][NEUTRAL] OK, I just want to make sure who to look under. Hold on one second.
[CUSTOMER][POSITIVE] And I wanna thank you
[AGENT][NEUTRAL] So, no, sir. I'm showing the last claim received was [PII].
[CUSTOMER][POSITIVE] Oh my goodness, I, OK.
[AGENT][NEUTRAL] Let me ask you this. Oh, I'm sorry. What mailing address? Oh, sorry.
[CUSTOMER][NEUTRAL] I, I
[CUSTOMER][NEUTRAL] Go, go ahead. You go ahead.
[AGENT][NEUTRAL] What mailing address did you send it to? Did you send it to [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I just want to make sure because we have the new claims mailing address.
[CUSTOMER][NEUTRAL] OK, what was it supposed to go to [PII]?
[AGENT][NEUTRAL] No, no, no, sir. [PII] was the old address, so I was hoping you didn't send it there.
[CUSTOMER][POSITIVE] Yeah, I'm pretty sure I'll I'll send it to [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I have an old old policy number that I might have put on there. I don't believe I did, but uh could you look under this old number?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Alright, it's 9 AF 9684.
[CUSTOMER][NEUTRAL] I I don't think I use that number.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][POSITIVE] So as always, we do want to uh encourage.
[AGENT][NEUTRAL] 9 AS 9684.
[CUSTOMER][NEGATIVE] Potential flight delays.
[CUSTOMER][NEUTRAL] S
[CUSTOMER][NEUTRAL] 8
[CUSTOMER][NEUTRAL] Using those 3 way
[AGENT][NEUTRAL] No, um, there's no claim on here either.
[AGENT][POSITIVE] But there's no, there's no like deadline to file a claim or anything, so you can, you can definitely um resubmit it.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, well, could you send me a new claim form, please?
[AGENT][NEUTRAL] I sure can. Um, hold on, let me go back to the other policy. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And did you want me to email it to you?
[CUSTOMER][NEUTRAL] No, no, uh, US mail.
[AGENT][NEUTRAL] Male. OK. So that's gonna go to the [PII]?
[CUSTOMER][NEUTRAL] That's right, in [PII].
[AGENT][NEUTRAL] Alrighty, well, I will go ahead and send this over to you now. Was there anything else I can help you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] That's all I was so in hopes that you'd gotten the whole thing. I did the the mail here, where, where are you located?
[AGENT][NEUTRAL] I'm in [PII].
[CUSTOMER][NEGATIVE] [PII]. Oh goodness. Oh my goodness. OK, well, here in [PII], the mail has gotten just plum terrible.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] [PII] too.
[CUSTOMER][NEUTRAL] Well, not just [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. OK. Well yeah, I, I thought you'd be in [PII] or [PII] City, but [PII], that's something.
[AGENT][NEUTRAL] [PII], I am.
[CUSTOMER][POSITIVE] OK, well I appreciate your help and if you will, could you send me a couple of those forms just in case?
[AGENT][NEUTRAL] Yes, sir. I can have um for multiple forms to be sent to you.
[CUSTOMER][POSITIVE] Yeah, maybe 2 or 3 that that would be good. All right, well I'll have to go back to the uh doctor and get all that information again. I, I appreciate your help.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're very welcome, Mr. [PII]. I wish I had better news for you. Was there
[CUSTOMER][NEUTRAL] Oh, me too.
[AGENT][NEUTRAL] Was there anything else I can help with?
[CUSTOMER][POSITIVE] No, you've been very helpful, but that's all, and I appreciate you. Have a good day.
[AGENT][POSITIVE] You also, and thanks for calling APL. Have a great weekend.
[CUSTOMER][POSITIVE] Thank you very much. You too.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Mm goodbye.