AccountId: 011433970860
ContactId: 91c898ae-a583-491b-9fbc-f5afb5d5a897
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1189670 ms
Total Talk Time (AGENT): 316033 ms
Total Talk Time (CUSTOMER): 727372 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/91c898ae-a583-491b-9fbc-f5afb5d5a897_20250530T15:56_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh yes ma'am. My name is [PII], uh, and I am one of your clients. I didn't get your name.
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, but anyway, I, I was calling about a claim we filed, uh, several months ago and we hadn't heard anything from it.
[AGENT][NEUTRAL] Yes, sir. Mhm.
[AGENT][NEUTRAL] OK, I can verify claim status for you. Um, do you have the policy number?
[CUSTOMER][NEUTRAL] Matter of fact,
[CUSTOMER][NEUTRAL] I have an account number.
[AGENT][NEUTRAL] No, sir. Um, policy er number start with 01 or 02.
[CUSTOMER][NEUTRAL] Just one minute, let me see if I.
[CUSTOMER][NEUTRAL] I can put that hold on just a moment.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I have um
[CUSTOMER][NEUTRAL] Just one moment.
[CUSTOMER][NEUTRAL] Uh, what I'm doing is I'm looking through some of my paperwork.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] To see, to see, yeah, to see if I can find.
[CUSTOMER][NEUTRAL] Uh, the policy number.
[AGENT][NEUTRAL] What's your last name?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] My last name is [PII].
[CUSTOMER][NEUTRAL] [PII]'s [PII]
[CUSTOMER][NEUTRAL] My first name is [PII].
[AGENT][NEUTRAL] OK. And your date of birth?
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] No, no, no. [PII].
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] [PII] wow, I was giving you 20 extra years there.
[CUSTOMER][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] Yeah, you give me a few extra years.
[AGENT][NEUTRAL] Because I was like [PII]. I was like [PII] old, sir.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Give me one moment. Older, I should say, not old.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][POSITIVE] Uh, I can handle all of that. I, I'm there, OK.
[AGENT][POSITIVE] You ain't there there yet. It's add a little more. Yes yes yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, that's sweet of you.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And your last name [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am, [PII]
[CUSTOMER][NEUTRAL] what makes
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] I do not show you in our system. um, if you don't mind, what's your social?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Uh last four digits is [PII].
[AGENT][NEUTRAL] [PII]. OK.
[CUSTOMER][NEUTRAL] I'm, I'm in your system. I, uh, it's through with the Parish School Board in [PII].
[AGENT][NEUTRAL] And what's the name of that group again?
[CUSTOMER][NEUTRAL] Uh, Webster Parish School Board.
[CUSTOMER][NEUTRAL] Minden, Louisiana.
[AGENT][NEUTRAL] Parish, OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][NEUTRAL] Friday
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] of the US is getting ready to play in the NAIU World Series championship tonight. It's been agreed to be laying the demos in [PII] with a preview.
[CUSTOMER][NEUTRAL] 51.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] for all night coach said what the team has done is incredible, but it's all about winning the title.
[CUSTOMER][NEUTRAL] that.
[AGENT][NEUTRAL] OK, I think I found it. Give me one moment.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And so, um, you know.
[CUSTOMER][NEUTRAL] About it think about them I think when we get a chance.
[AGENT][NEUTRAL] Let's see 9177.
[CUSTOMER][NEUTRAL] off.
[CUSTOMER][NEUTRAL] By Southeastern at [PII] central time and it was the first national in program history.
[AGENT][NEUTRAL] And you said your date of birth was [PII], correct?
[CUSTOMER][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] Another electric watch party bringing the fans together.
[AGENT][NEUTRAL] And verify your mailing address for me, please.
[CUSTOMER][NEUTRAL] Uh, my mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII] and I just found the policy number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I found the policy in me.
[AGENT][NEUTRAL] What's that policy number?
[CUSTOMER][NEUTRAL] It's 0 004.
[CUSTOMER][NEUTRAL] 33493.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] 00433493
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, I have found you and verify your email address, make sure we have it correct in our system.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] [PII] right.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] I, I do. Well, um, we're speaking now from [PII]. Uh, my home, that's, now let me give you the, uh, that's what, that's what we're speaking from right now. Let me give you my home number in case it drops, my cell drop. It's uh [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] Let's
[CUSTOMER][NEUTRAL] How are you?
[AGENT][NEUTRAL] And see.
[AGENT][NEUTRAL] And what's the claim for yourself?
[CUSTOMER][NEUTRAL] It's for my wife.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] I don't show any recent claims. Uh, the last claim received was in [PII].
[CUSTOMER][NEUTRAL] Yeah, well, she's supposedly mail went out on.
[CUSTOMER][NEUTRAL] It was male.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Uh, no, sir, I don't show a claim being received.
[CUSTOMER][NEUTRAL] I'm, I'm looking at
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] The.
[AGENT][NEUTRAL] No
[CUSTOMER][NEUTRAL] go around but otherwise.
[CUSTOMER][NEUTRAL] to be
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's what we were concerned about because normally it does not take uh this length of time to get some type of communication from the company.
[AGENT][NEUTRAL] Uh, no sir.
[CUSTOMER][NEUTRAL] And we we've had a male.
[CUSTOMER][NEUTRAL] Keep on going on.
[AGENT][NEUTRAL] Uh, can you verify the mailing address it was submitted to?
[CUSTOMER][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] Uh, just one minute.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] I don't see a copy of your envelope, you know, but I figured that yeah all your documents that you sent. I'm, I'm looking at uh uh the information that she sent to you and uh.
[CUSTOMER][NEUTRAL] Yeah, I understand you know I'm gonna make the top of your. I'm gonna look. So we have [PII], [PII].
[CUSTOMER][NEUTRAL] Uh, Jackson, Mississippi.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Ma'am.
[AGENT][NEUTRAL] Yeah, that address is no longer valid. Um, it changed [PII].
[CUSTOMER][NEUTRAL] [PII],
[CUSTOMER][NEUTRAL] Oh, it did?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] there's
[CUSTOMER][NEUTRAL] OK, you, you, I, I'm glad I went ahead and called. I knew it was unusual we had not heard anything from you. OK, what is the valid?
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Uh, the address is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hello now CEO.
[CUSTOMER][NEUTRAL] Wait, wait, wait that [PII]?
[AGENT][NEUTRAL] Uh-huh, 248.
[CUSTOMER][NEUTRAL] 248.
[AGENT][NEUTRAL] 950.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] [PII]. When did you all go from [PII] to [PII]?
[AGENT][NEUTRAL] Well, it's going to our, well, we had an address in [PII], but um our mail is switched over to our home address.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK. [PII], and what's the zip?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] OK. [PII], [PII]. Uh, would you read it all to me? That's [PII], I'm assuming, right? American, American public life. I'm gonna let you read it to me how I should write it, I should have it on my envelope. Go ahead.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] It's [PII] excuse me, [PII].
[CUSTOMER][NEUTRAL] Because they're actually inside the.
[AGENT][NEUTRAL] [PII], Oklahoma, [PII].
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] In front here and uh walk me through what we're gonna be doing.
[CUSTOMER][NEUTRAL] American Public Life [PII] [PII].
[AGENT][NEUTRAL] Uh, yes, sir.
[CUSTOMER][NEUTRAL] Oh man, OK.
[CUSTOMER][NEUTRAL] All right, but the number is.
[AGENT][NEUTRAL] And if you like, I can give you our fax number if you like to fax the claim to us.
[CUSTOMER][NEUTRAL] OK, and your fax number is.
[AGENT][NEUTRAL] 877
[CUSTOMER][NEGATIVE] I fuck up we're gonna go look.
[CUSTOMER][NEUTRAL] 877.
[AGENT][NEUTRAL] 36 365.
[CUSTOMER][NEUTRAL] They said like
[CUSTOMER][NEUTRAL] OK, I believe I got it. 365-9423.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, so it didn't change.
[CUSTOMER][POSITIVE] Awesome. OK. Did anything else change?
[AGENT][NEUTRAL] Uh, that's it.
[CUSTOMER][NEUTRAL] OK, alright, because I was looking at, you know, an envelope here.
[CUSTOMER][NEUTRAL] Well, that's, this was June, yeah, that was [PII].
[CUSTOMER][NEUTRAL] I guess communication we received from you all with [PII].
[CUSTOMER][NEUTRAL] OK, alright, so is the office still at uh open in [PII]?
[AGENT][NEUTRAL] No, it's at a different location.
[CUSTOMER][NEUTRAL] OK, then that would that would that would make sense. That's the reason we didn't get the return mail maybe because it did not come back to us.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] Do you understand what I'm saying? We send a claim, but it did not come back to us, and I was wondering why they did not mail it on par with it. I either mail it back to us, but that office is not no longer open there.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] Uh, right.
[CUSTOMER][NEUTRAL] That's what you said, OK, alright, OK, and the claim number remained the same.
[AGENT][NEUTRAL] The policy number?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] They all know what I mean if we want to call in, your toll-free number is the same, [PII].
[AGENT][NEUTRAL] 8606.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Huh? [PII]. She didn't tell you, [PII].
[CUSTOMER][NEUTRAL] OK, alright, I, I'm just trying to make these corrections in our file folder.
[AGENT][NEUTRAL] Oh, no, I understand. Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. So my wife kept a, she kept a copy of everything that she had mailed. So what we'll do is.
[AGENT][NEUTRAL] Oh, that's
[CUSTOMER][NEUTRAL] We'll just make another copy off of this copy.
[CUSTOMER][NEUTRAL] And merely
[CUSTOMER][NEUTRAL] Are there any special attention.
[AGENT][NEUTRAL] Uh, just claims department. Oh, and, um, I misspoke, we did, our claim forms did change, um.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] entertainment.
[CUSTOMER][NEUTRAL] seafood.
[AGENT][NEUTRAL] That are available on our website.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The claim form saying.
[AGENT][NEUTRAL] The claim forms have changed, yes, sir, to reflect our new mailing address as well as, um, well, it changed which shows the new mailing address.
[CUSTOMER][NEUTRAL] right.
[CUSTOMER][NEUTRAL] OK, but the information requested is about is about the same, right?
[CUSTOMER][NEUTRAL] Yeah, see, I'm looking at the claim form here now and it says, uh, I'm talking about the old form that I'm looking at, and it has basically statement of of insured and you have the insurer's name, the birth, social security number, telephone number, address.
[AGENT][NEUTRAL] Uh, yes.
[CUSTOMER][NEUTRAL] And who the claim is for, the relationship of that person, and the date of birth.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] That's pretty much all it's on, OK.
[CUSTOMER][NEUTRAL] But um.
[CUSTOMER][NEUTRAL] But if you would uh be so kind, I know you are a lot of the businesses and now I don't like to do very much mailing.
[CUSTOMER][NEUTRAL] But you, if you could email me a copy of the new form.
[AGENT][POSITIVE] Uh, yes, sir. I can, I can.
[CUSTOMER][NEUTRAL] And that way we will be able to reproduce.
[CUSTOMER][NEUTRAL] You know, cause normally what we try to do is do that annual wellness, um, you, you know what I'm saying?
[AGENT][NEUTRAL] Oh, yes, sir, and um the procedures for wellness has changed as well to where you don't need to really fill out a claim form. Well, you just need to fill out a claim form or if you set up on our online service center, we have it to where you can uh file a claim electronically for wellness there.
[CUSTOMER][NEUTRAL] But uh here.
[CUSTOMER][NEUTRAL] OK, how do you do that now?
[AGENT][NEUTRAL] Uh, if you go to our site, is that um secured, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And as for your name, date of birth, social, and zip code, and once you've entered that information, it'll let you set up a username and password. Um, that way you can submit claims via the website or check claim status from the site.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Alright, my wife is over here shaking her head. See, we, you know, we do have computers, but we're old school, so she wants the uh hard and hard copy, uh, right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Well, I will send it, uh, the claim form to you. Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK, what we have, um, OK, we're gonna just reproduce it. We'll send it to the [PII] address, uh, with what we have with the form we have right now. Is that OK?
[AGENT][NEUTRAL] Uh, that's OK. I'm just let you know there's a newer form with the correct information on it.
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yeah, and you're gonna email that to me later you said, OK, um, OK, um, and I'm gonna, I'm gonna, we'll put attention claim, OK.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Uh, something else.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] I know there is another I'm trying to, yeah, um, these pretty much were claims uh when my wife had taken the health screening.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I know that one that is not included, and I guess I'm gonna ask you if we could, now this, this occurred.
[CUSTOMER][NEUTRAL] Uh, last year it was my PSA and I haven't seen it. Is it too late to send it?
[AGENT][NEUTRAL] Uh, no, sir.
[CUSTOMER][NEUTRAL] It was in the fall.
[AGENT][NEUTRAL] There's no time limit to submit claims.
[CUSTOMER][NEUTRAL] It's not
[CUSTOMER][NEUTRAL] Oh, OK, alright, there's no time limit.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, then. OK. All right then, you have been a great help, great help. I really appreciate it. Um, oh, I should. OK, now that would, what I do, what we're talking about with the screening would be under that. It says here clinical illness health screening benefits.
[AGENT][POSITIVE] Oh good.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] I'm assuming.
[CUSTOMER][NEUTRAL] Yeah, your phone may not, you might not be seeing looking at what I'm looking at, but it has go ahead. No, no, no, I'm sorry, pardon.
[AGENT][POSITIVE] Well, and, [PII], I'm sorry.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] No, you're fine. I was gonna let you know there's a different form as far as for wellness, and it does list um a good bit of different screenings that could be covered under your plan.
[AGENT][NEUTRAL] For wellness.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] OK, you're gonna send me one of those too?
[AGENT][NEUTRAL] Uh, yes, sir. I'm gonna send you that wellness claim and I'm gonna send you a cancer form claim just um if something were to happen, you'll have it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, we'll be able to make copies once I get it. I'll print it out. Yeah, I'll print it out from my laptop, um, and then we can make copies from that. Uh, my, my wife was asking me will we be able to make copies. OK, thank you very much, and we will, uh, we're gonna get, you said it'd be OK to send this as is what we have. Send it on to you to send it to your, OK, alright, we're gonna do that.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] Uh, yes, sir.
[AGENT][NEUTRAL] Yes, sir. That's fine.
[CUSTOMER][POSITIVE] Thank you so very much, uh, and you have.
[AGENT][NEUTRAL] Oh, you're welcome, Mr. [PII].
[CUSTOMER][POSITIVE] OK, you have a wonderful day and a wonderful weekend.
[AGENT][POSITIVE] Oh, you too. Thank you so much. Thanks for calling APL.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] the middle.