AccountId: 011433970860
ContactId: 8b2e2258-6029-4677-91de-ae68f57c364b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 432820 ms
Total Talk Time (AGENT): 114720 ms
Total Talk Time (CUSTOMER): 163574 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/8b2e2258-6029-4677-91de-ae68f57c364b_20250130T15:19_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling AP. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Can I send a claim in?
[CUSTOMER][NEGATIVE] Saturday or Sunday I can't remember but y'all's website is a mess and I don't know.
[CUSTOMER][NEUTRAL] It's like I sent the the uh.
[CUSTOMER][NEUTRAL] Paperwork in and then it asked me to fill out the claim which I've never done anything like that before in my life but I didn't know I was trying to see if y'all got the claim I was and I'm, I can't look online because I'm driving but I can talk to you.
[AGENT][POSITIVE] Oh, OK, I can go ahead and help you with that. Can I get a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you know your policy number?
[CUSTOMER][NEUTRAL] Uh, no, I don't, but I can give you my log in and, and my password.
[AGENT][NEUTRAL] OK, I can't log in, but I can, um, can you spell your last name?
[CUSTOMER][NEUTRAL] My last name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And can you spell your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII],
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I'm with [PII].
[AGENT][NEUTRAL] And which policy was it for? Was it for a cancer policy?
[CUSTOMER][NEUTRAL] I, I have two policies that pay for a PSA test. I have a cancer policy and then one other policy.
[CUSTOMER][NEUTRAL] That I that I have that pays one pays 100 and I think the other one pays 50.
[AGENT][NEUTRAL] OK. Can you verify your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And lastly, can you verify your email address?
[CUSTOMER][NEUTRAL] I think it's [PII]
[CUSTOMER][NEUTRAL] [PII] or [PII]
[CUSTOMER][POSITIVE] [PII], one of those two. One's going away, one's good.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, we have the first one on file. Um, all right, Mr. Mr. [PII], thank you for that. And you said you wanted to see if we received the claim?
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, give me 1 2nd.
[AGENT][NEUTRAL] Yes, ma'am, we did receive it, um, looks like we received it on the [PII] I believe. Let me see what uh.
[AGENT][NEUTRAL] So yes, sir, um, we received it on Saturday, so you uploaded it to the website?
[CUSTOMER][NEGATIVE] I think I, I, I, I attempted to do that. I'm not for sure all what happened like I said I was trying to navigate y'all system and it's a mess.
[AGENT][NEUTRAL] Yes, so when
[AGENT][NEUTRAL] Yes, so when you upload to the website, it comes directly over to us. So, um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We processed a payment for $50. Uh, let me see what date was this on the [PII] would have been yesterday.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] I thought I had a cancer policy that paid $100.
[CUSTOMER][NEUTRAL] Also
[AGENT][NEUTRAL] Give me 1 2nd, let me look at this, hold on.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Because I thought when I looked Saturday.
[CUSTOMER][NEUTRAL] I had
[CUSTOMER][NEUTRAL] Uh, I don't know if it was a year ago or 2 years ago. I can't remember, but I had one and it showed $100 and it showed $50 when I was on there, but I'm like I say, I, I can't get on there right this minute.
[AGENT][NEUTRAL] I'm just pulling it up, um.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] Give me one second, and this was for 24, correct?
[CUSTOMER][NEUTRAL] Yes ma'am, that was last year.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I'm just, I'm a few days behind.
[AGENT][NEUTRAL] Oh, that's OK.
[AGENT][POSITIVE] We don't have any deadlines as far as submitting, so that's no problem.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Some of those I hope I don't ever have to use.
[CUSTOMER][NEUTRAL] At least the cancer one
[CUSTOMER][NEGATIVE] I give money from it and uh I hope I never have to use that policy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so, um, I'm gonna um send it over to the rep that processed it for um.
[AGENT][NEUTRAL] The one policy and to see if it's still gonna be processed on the cancel policy because the cancer policy does pay 100.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] And, but like I said, for sure.
[CUSTOMER][NEUTRAL] Do, do I
[CUSTOMER][NEUTRAL] You can you can do that for me or do I need to log in and redo that one?
[AGENT][POSITIVE] Oh, no, I can do that for you.
[CUSTOMER][POSITIVE] Oh, I appreciate it so much thank you.
[AGENT][POSITIVE] No problem, Mr. [PII]. Was there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] Uh, not unless you wanna go work for me.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh, I work, I work an hour away from my house and.
[AGENT][POSITIVE] Oh wow.
[CUSTOMER][POSITIVE] And I just, I had to go to Sam's. I had to go to Joe's Electric. I had to go to Walmart and I'm just headed to work now and it's [PII], so it's gonna be one of them days today. So, but, uh, I appreciate all your help.
[AGENT][POSITIVE] Oh wow.
[AGENT][POSITIVE] Uh, no problem, Mr. [PII], but thanks for calling A. You have a wonderful day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Uh-huh, bye.