AccountId: 011433970860
ContactId: 921f4ebe-2e14-4b2f-a774-2d574414c013
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1155640 ms
Total Talk Time (AGENT): 365772 ms
Total Talk Time (CUSTOMER): 407388 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/921f4ebe-2e14-4b2f-a774-2d574414c013_20250509T19:43_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is. May I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, this is [PII] and I've recently been in a uh
[CUSTOMER][NEUTRAL] Uh, claim and I was wondering what the status is on it.
[AGENT][NEUTRAL] OK, Ms. [PII], I can verify claim status for you. What's the policy number, please?
[CUSTOMER][NEUTRAL] Oh, I don't know that, but then that I can look that up, I guess. It's um for [PII]
[AGENT][NEUTRAL] You said [PII], it's
[CUSTOMER][NEUTRAL] And I'm his daughter.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Lord knows I cannot spell.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you say your name was [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm his daughter.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, give me one moment I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is this for a life policy?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Did you receive the letter? um looks like they, the claim is pending claim form and loss of policy letter that was sent to you.
[CUSTOMER][NEUTRAL] And lots of
[CUSTOMER][NEUTRAL] Yes, oh no, I filled out that the, the filled out the paper they sent me and send it in.
[AGENT][NEUTRAL] OK, and when did you send it because I'm not showing it's been received.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Goodness, it's probably been 2 or 3 weeks.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Let me look in our.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Did you speak with an examiner in April?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh, it's.
[AGENT][NEUTRAL] Let me see, I might have to transfer you to the claims department. Give me one quick moment please.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] Deferring.
[AGENT][NEUTRAL] The
[AGENT][NEGATIVE] I didn't start right.
[CUSTOMER][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII] [PII], how are you doing?
[CUSTOMER][POSITIVE] Hey, good. How about you?
[AGENT][POSITIVE] I wish I can take a nap.
[AGENT][NEUTRAL] I am so sleepy. But
[AGENT][NEGATIVE] I don't know. I'm just waiting for this day to be over. This week has been so long.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] But um I have an insured's daughter on the phone is on a life policy, and I verify with her and she said that she had sent the
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The claim form needed, but I don't show it in the system and then I see a note she had spoke to [PII] in April and she had to send it to her again, but what if what Lord words speak [PII], if they did send the information, it would show in the system, right?
[CUSTOMER][NEUTRAL] It should. How did they send it?
[AGENT][NEUTRAL] I didn't ask.
[CUSTOMER][NEUTRAL] Do you know if they send it by fax, by mail?
[AGENT][NEUTRAL] Uh, I think she said she mailed it, uh, she said she mailed it a couple of weeks ago. Oh, I think we will receive it by then.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][POSITIVE] Yeah, definitely if it was by mail, it should be in the system.
[AGENT][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] I would just verify the mailing address that she sent it to.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I, I was hoping that it like any other claim that comes in, it would, they would.
[AGENT][NEUTRAL] Be assigned a male number and know how, if it was different with life or not.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] It would be assigned a male number.
[AGENT][NEUTRAL] All right, [PII]. I'll verify with her.
[AGENT][NEUTRAL] Can they fax this information or is it something they have to mail?
[CUSTOMER][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] You can fax it.
[AGENT][POSITIVE] OK. All right, cool beans. Well, thank you, lady. You have a great weekend and happy Mother's [PII].
[CUSTOMER][NEUTRAL] OK. Mm.
[CUSTOMER][POSITIVE] You're welcome. You too. You have the same.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Uh, Ms. [PII], I'm sorry for that, uh, wait, but I spoke with the examiner and, uh, we had not received it. Did you mail it or did you fax it to us?
[CUSTOMER][NEUTRAL] I mailed it.
[AGENT][NEUTRAL] Uh, can you verify the address it was mailed to?
[CUSTOMER][NEUTRAL] Hold on, let me see.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, goodness, I probably filed it now I have to find it.
[AGENT][NEUTRAL] And I did verify, I didn't, um, but she said you can also fax it if you like.
[CUSTOMER][NEUTRAL] OK, I'll try that when I find it then uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I haven't found it yet.
[CUSTOMER][NEUTRAL] I'm not sure.
[CUSTOMER][NEUTRAL] What I did with the uh.
[AGENT][NEGATIVE] I always hate putting stuff somewhere. I, I don't know if you're like me, but I lose everything.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I do too. I, I can't uh that day I'm looking, thinking one way and the next day I'm thinking some other way.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] And I don't, don't consistently do things.
[CUSTOMER][NEUTRAL] And that's putting it mild way.
[AGENT][NEUTRAL] And I I try to.
[AGENT][NEUTRAL] Yeah, try to put it to where I can find it, but.
[CUSTOMER][NEUTRAL] I
[AGENT][NEGATIVE] They just don't want to stay.
[CUSTOMER][NEGATIVE] Yeah, but when I do that, that's when I really lose it.
[AGENT][NEUTRAL] Oh yeah
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] Like it's supposed to be here, but
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] I've got the older I get, the worse I get.
[CUSTOMER][NEUTRAL] I don't have a file.
[CUSTOMER][NEUTRAL] Somewhere.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Well, shoot. Uh, you want me to just look for it and call you back? You're gonna stay on hold.
[AGENT][NEUTRAL] Uh, you can if you like.
[AGENT][NEUTRAL] Uh, either way is fine.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEGATIVE] I'm not going anywhere.
[CUSTOMER][NEUTRAL] OK, yeah, I look, you're there to [PII], whatever it is, huh.
[AGENT][POSITIVE] Uh, actually it's a [PII] Central Standard, but it's all good.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You still there?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Are you? I, I dropped my phone. I don't know if I lost you or not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Good reason why I couldn't find it. I didn't file it.
[AGENT][NEUTRAL] Ah
[CUSTOMER][NEUTRAL] Let's see what I have.
[CUSTOMER][NEUTRAL] No, wait a minute this is.
[CUSTOMER][NEGATIVE] No, this is, this is not in either. This is my husband, no way that's not.
[CUSTOMER][NEUTRAL] My dad.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And close
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEGATIVE] It was a dog scared me.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] He just discovered the AC guy was out there.
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] So now she's got to talk about it.
[AGENT][NEUTRAL] What kind of dog do you have?
[CUSTOMER][NEUTRAL] In no uncertain terms.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] It was the, it's uh that.
[CUSTOMER][NEUTRAL] Benjy or something like that.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I don't know, it's out of [PII] or somewhere. [PII] or [PII] or.
[CUSTOMER][NEUTRAL] Something that effect.
[CUSTOMER][NEUTRAL] At least that's what the vet told us.
[AGENT][NEUTRAL] Ah.
[CUSTOMER][NEUTRAL] Oh
[AGENT][MIXED] I would love to have a dog, but my son is allergic.
[CUSTOMER][NEUTRAL] Oh, no. Boys should have dogs.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I know, we had cats for a long time. I was surprised he wasn't allergic to cats and how many we had, but yeah.
[CUSTOMER][NEUTRAL] That would, yeah, that would have been more sense, uh huh.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] I don't like cats, but I'm not.
[AGENT][NEUTRAL] But he's
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Cats are just so independent and temperamental though.
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] Yeah, well, she's so noisy, so I guess it'd be.
[CUSTOMER][NEUTRAL] The lesser of two evils.
[AGENT][NEGATIVE] Well, cats like scratching up on stuff and they just, that thing, one thing that irked me about them.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Yeah, that's, that's, that's true.
[CUSTOMER][NEUTRAL] And they climb up on everything.
[AGENT][POSITIVE] And they climb on everything. That is so true.
[CUSTOMER][NEUTRAL] Well, I am not having.
[CUSTOMER][NEUTRAL] Very much just here.
[AGENT][POSITIVE] I am convinced they are, they can be used as attack animals, I do believe.
[CUSTOMER][NEUTRAL] I
[AGENT][NEGATIVE] I'm just saying you pick up a cat and throw them, they just gonna, they will freak out and people will be freaking out there's a cat on them.
[AGENT][NEUTRAL] That's my theory anyway.
[CUSTOMER][NEUTRAL] No, I don't have that.
[CUSTOMER][NEUTRAL] I don't have one, don't want one, but we do need one around the house.
[AGENT][NEUTRAL] I get it.
[AGENT][NEUTRAL] Yeah, right.
[CUSTOMER][NEUTRAL] The outside because of the snakes and stuff, yeah.
[AGENT][NEUTRAL] Yeah, they'll eat the snakes and.
[CUSTOMER][POSITIVE] They're good
[CUSTOMER][NEUTRAL] Yeah, yes, there you go then you got 20.
[AGENT][NEUTRAL] Snakes and critters, they will eat em up.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEGATIVE] Yeah, I hate it.
[CUSTOMER][NEUTRAL] My dad always had one.
[AGENT][NEUTRAL] Really?
[CUSTOMER][NEGATIVE] But we didn't even, we didn't play with it or anything.
[CUSTOMER][NEUTRAL] It was wild and.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Always usually.
[CUSTOMER][NEUTRAL] And now I don't have one at all. But I think I should have, because we seen a snake the other day. But it was a good snake, the black snake.
[AGENT][NEUTRAL] Uh, what, what are they called? The um, run or I forgot the name, but our snakes, well, we, I used to live by, uh, the woods and it was like 1 mile or so.
[AGENT][NEUTRAL] In the woods there was a river and we used to always get water mins they used to come right at.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Oh thanks sir.
[CUSTOMER][POSITIVE] I like that.
[AGENT][NEGATIVE] No, not at all.
[CUSTOMER][NEUTRAL] Now what the in fact we haven't seen.
[CUSTOMER][NEUTRAL] But that one snake in the last couple of years or so.
[CUSTOMER][NEUTRAL] Just that one black snake. Maybe that black snake is.
[CUSTOMER][NEUTRAL] Keeping them all away. I don't know.
[AGENT][NEUTRAL] 8.
[CUSTOMER][NEUTRAL] I've always heard that. I
[CUSTOMER][NEUTRAL] I don't know that's true.
[AGENT][NEUTRAL] Well, I know king snakes, they.
[AGENT][NEUTRAL] They go after other snakes. And that's, uh,
[CUSTOMER][NEUTRAL] OK. Yeah.
[AGENT][NEUTRAL] We get those a lot and a neighbor of mine wants our, if we find any to give her our king snakes. It's like, oh no, I would rather keep it here if it's gonna deter any other snakes.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No. Well, I tell you.
[CUSTOMER][NEGATIVE] I don't know where else to look. What you're looking for? You want me to help you? Do you remember that insurance stuff that I sent for my dad? Yeah. I can't find it. They didn't get it when I mailed it for I must have did something wrong on them.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEGATIVE] Well, you just put everything up that you had.
[CUSTOMER][POSITIVE] Oh you have a tack right here.
[CUSTOMER][NEUTRAL] Oh, that was church stuff like.
[CUSTOMER][NEUTRAL] Well then I would think it's gonna be in here because I thought that's what you were doing with his stuff oh let me turn the light on.
[CUSTOMER][POSITIVE] I hit pay dirt, yep, yay.
[AGENT][NEUTRAL] Yeah, you find it?
[CUSTOMER][NEUTRAL] I did, uh,
[AGENT][POSITIVE] Good deal.
[CUSTOMER][NEUTRAL] I didn't find
[CUSTOMER][NEGATIVE] What are you needing? I guess that whole thing I mailed off they didn't get it.
[CUSTOMER][NEUTRAL] So I have to have that form again I see if I had an extra form.
[AGENT][NEUTRAL] If you need the form again, I can get uh the examiner to mail it off to you or email it to you if you like. I think they can email this form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, either way would be fine because I, I just, uh, the one they sent, I guess I didn't keep a copy of more intense.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] And unless you have another folder.
[CUSTOMER][NEUTRAL] I did not take that and then like.
[CUSTOMER][NEGATIVE] I just can't
[CUSTOMER][NEUTRAL] That's mhm.
[AGENT][NEGATIVE] I would think if you sent it last uh several weeks ago we should have received it by then.
[CUSTOMER][POSITIVE] Yeah, but I probably did something wrong on it like, well, I'm, I put it in the mail and it had stamp and, yeah, it was all done right, yeah.
[CUSTOMER][NEUTRAL] So it got lost in the mail mail because I'm the one that put it in there. That's not unusual.
[AGENT][NEUTRAL] Yeah. I was speaking to an insured today and he was saying how they don't get their mail and he lives in [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm, well, I could see that. I don't see it in that folder maybe unless you have another folder, but in [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] We, uh, we ought to be able to get it pretty quickly.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And our office is in [PII], so, um.
[CUSTOMER][NEUTRAL] I don't know where I'm at.
[AGENT][NEUTRAL] I would think it would get to us a little quicker.
[CUSTOMER][NEUTRAL] Yeah, that's where he.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well, can you send me the.
[CUSTOMER][NEUTRAL] The stuff that I need to send it to to.
[CUSTOMER][NEUTRAL] Resend it.
[AGENT][NEUTRAL] Uh, yes, ma'am. I'll send a request asking them to send it to you. Uh, would you like to be, well, if they can email it. What's your email address?
[CUSTOMER][NEUTRAL] [PII] and uh.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I, I can.
[CUSTOMER][NEUTRAL] I can go somewhere and fax it to you, but I can't I I don't have a fax machine.
[AGENT][NEUTRAL] OK. And
[CUSTOMER][NEUTRAL] I have a copy machine though.
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Take a picture.
[CUSTOMER][NEUTRAL] Yeah, [PII]
[CUSTOMER][NEUTRAL] [PII]. Would it be in here.
[AGENT][NEUTRAL] OK, thank you, ma'am. I'll send a request asking a rep to um email that to you.
[AGENT][NEUTRAL] And what's a good call back number in case um there's an issue with the emailing?
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] OK. Well, Ms. [PII], is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, you've been very sweet. Thank you.
[AGENT][POSITIVE] Yes, ma'am. Uh, thank you so much. You have a great weekend and happy Mother's Day.
[CUSTOMER][POSITIVE] Yes, you too. God bless you thank you.
[AGENT][POSITIVE] God bless you. Thank you, ma'am.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye.