AccountId: 011433970860
ContactId: 8ebd61b3-64e5-4e51-8708-9059f54bdd0c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 276369 ms
Total Talk Time (AGENT): 171427 ms
Total Talk Time (CUSTOMER): 89810 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/8ebd61b3-64e5-4e51-8708-9059f54bdd0c_20250422T19:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII] in on the care team. Um, I just want to see if you could help me look at this account, um, to see if potentially you can see claims that maybe I can't that we haven't entered in the system yet.
[AGENT][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] What's your policy?
[CUSTOMER][NEUTRAL] Um, policy number
[CUSTOMER][NEUTRAL] That's 135,750.
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So it's for uh that data service so the most recent claim she we processed 221-25 requested additional information.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] She says she sent it on [PII] and got confirmation from the post office that it was delivered to our PO box.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] So, but I, I mean, it's not in here. I assume we don't have it.
[CUSTOMER][NEUTRAL] Is that right?
[AGENT][NEUTRAL] Yeah, especially if it came by mail, um.
[AGENT][NEUTRAL] She got confirmation from her post office that it was delivered.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Did she send it certified?
[CUSTOMER][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] Because I'm trying to figure out how you would know that it got delivered correctly unless you send it certified.
[CUSTOMER][NEUTRAL] Yeah, she's
[CUSTOMER][NEUTRAL] You had a tracking, so should I get, um, should I get that information and then where do I, who do I check with?
[AGENT][NEUTRAL] Um, so that is going to be something that we have to reach out to EBS on, um, if she can, if she's willing to provide you with the tracking, what day did she say the delivery occurred?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh God, that's been over a month.
[CUSTOMER][NEUTRAL] I know, I know. That's why I'm worried that I don't, I don't know what happened.
[AGENT][NEUTRAL] OK, um, see if she is willing to provide you with the tracking number, um, did you verify that address she sent it to is correct?
[CUSTOMER][NEUTRAL] Yes, the [PII], yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and just making sure because for whatever reason sometimes that's not and then it's like well you're not sending it to the correct place um OK so at least she sent it to the right place she said she's got confirmation so if she has tracking on it.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][NEUTRAL] I mean I really don't know what else we could do but we would have to reach out to EBS which is you know our our indexing team um to see if they have something that we don't, um, and that's something that you'll have to probably put a hub request in for claims and kind of detail it provide the tracking number and let them know that like this is when it was delivered, this is the tracking number, however.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] You know, there's not anything here since February.
[AGENT][NEUTRAL] Um, does she have any other policies that it could be up under?
[CUSTOMER][NEUTRAL] OK, OK, so.
[CUSTOMER][NEUTRAL] Mm let's see.
[AGENT][NEUTRAL] I mean, I looks like we got one that was lapsed in '96. Surely to goodness, it's not up under that. I don't think it would be.
[CUSTOMER][NEUTRAL] I'll double check, but um if not, so just put in a hub request to claims and then y'all can check with EBS.
[AGENT][NEUTRAL] Yeah, um, it'll probably be one of the supervisors that um that reach out to them because I don't know that we as the auditors have any type of contact information but yes somebody will.
[AGENT][NEUTRAL] Have to reach out and figure out um if we have something that.
[AGENT][NEGATIVE] That's just not showing up here that it hasn't been indexed or something um and go from there.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK perfect that's what I needed. I just wanna make sure there wasn't something you could see on your end that I couldn't so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I wish there was truthfully I wish we could get um a copy somehow of her tracking so that we could contact you know like we could do some type of contact something but I don't I truly don't know other than just having the tracking number what else we could do other than ask EBS or maybe even ask our post office box like hey.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This is showing as delivered but we don't have it, you know, like there may be a couple of different avenues, but I don't know exactly um what we're gonna be able to do at this point but we'll see what we can and, and somebody will call her back about it.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK perfect thank you so much appreciate it.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] All right, bye.
[AGENT][NEUTRAL] Bye.