AccountId: 011433970860
ContactId: 80427089-c2c9-43e4-9bbf-d10aabec43e2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 314540 ms
Total Talk Time (AGENT): 179142 ms
Total Talk Time (CUSTOMER): 92894 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/80427089-c2c9-43e4-9bbf-d10aabec43e2_20250122T19:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] OK, I got this, I got this letter today that says about a claim that I that I supposedly made, but I don't even recognize the name of the company.
[AGENT][NEUTRAL] Oh OK um alright so it's in response to a claim that was filed but you didn't make a claim as far as you're aware?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, OK, let's take a look at that. Uh, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. uh, on that letter does it show a policy number?
[CUSTOMER][POSITIVE] Um, that's pretty good.
[AGENT][NEUTRAL] Or a claim number.
[CUSTOMER][NEUTRAL] I don't see any. I'm her mom, by the way.
[CUSTOMER][NEUTRAL] Just said we received a claim on your policy and a review of the claim has started doesn't give any kind of numbers just said sincerely claims department.
[AGENT][NEUTRAL] Nothing, huh.
[AGENT][NEUTRAL] Weird. OK, let's see, um, I could, well, I'll try searching just using her name, um, if I can't find her that way I can search using a special, um, so you are not [PII].
[CUSTOMER][NEUTRAL] No, I'm her mom.
[AGENT][NEUTRAL] OK, what was your name? Just so I know who I'm talking to.
[CUSTOMER][NEUTRAL] My name's [PII].
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] I mean just here she's here with me so.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Sure, OK.
[AGENT][NEUTRAL] All right, and that was uh [PII] for the last name?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] And then [PII]
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, uh, what state does the niece live in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, give me just a moment. It looks like we've got quite a few [PII]'s in our system.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] You need a street address?
[AGENT][NEUTRAL] Um, I did find one in [PII], yes, if you don't mind, let's see if that's the right one.
[CUSTOMER][NEUTRAL] [PII], uh OK, [PII].
[AGENT][NEUTRAL] OK, I do believe I found it. Um, what was her date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. Let's take a look here.
[AGENT][NEUTRAL] All right, and you did say she was uh present?
[CUSTOMER][POSITIVE] Yep, that, yep, I'm here, yep.
[AGENT][NEUTRAL] OK, hi [PII], how are you?
[CUSTOMER][NEUTRAL] Um, I'm hanging in there.
[AGENT][NEUTRAL] I hear you. I'm just gonna verify some information really quick. Um, can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then we were able to verify your mailing address um last thing I need is the email address we've got on file for you. uh, looks like it is a [PII] account.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Could you verify the account email?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] All right. Thank you so much for verifying that information. OK, so yes, it looks like you had a couple of policies with us. You had a critical illness policy and an accident policy through your employer.
[CUSTOMER][NEUTRAL] Oh OK. 00, OK, cause I was thinking that was all through one [PII]. OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] I know it is a bit confusing, um.
[CUSTOMER][NEGATIVE] That was, that was my mistake.
[AGENT][NEUTRAL] No, that's perfectly fine so you are aware of filing this claim?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Oh, OK, so we still need to figure that out. All right, let's see.
[AGENT][NEUTRAL] Let's see which one. Alright, so.
[AGENT][NEUTRAL] I'm showing for your accident policy we received a claim our claim information um [PII], and it is currently being processed.
[CUSTOMER][NEGATIVE] No, no, I didn't, I didn't make a claim. I resigned from my job on the [PII].
[AGENT][NEUTRAL] They will
[AGENT][NEUTRAL] Oh, I wonder if they might have sent that to us on by mistake.
[CUSTOMER][NEUTRAL] So it would have the coverage would have ended.
[AGENT][NEUTRAL] Interesting. Well, I am showing your policy is active until [PII], um, so it might have been something that they sent by mistake and, um, I'm unable to see what it is as it's still being processed right now. Um, let me just check while you're on the phone. I'll go ahead and check your critical illness policy as well just to make sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] That's all good, so that one's the same so it's uh paid until [PII].
[AGENT][NEUTRAL] And no, we didn't receive anything for your critical illness, but yeah, we did get some information from your accident policy. So if you receive anything else in the mail um and it just looks kind of fishy or you're not sure what it is, uh, give us a call back and we'll try to figure out what what was going on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, did y'all have any other questions for me?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] Alright well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thanks, you too.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I think so. I think somebody screwed up, yeah, I think.