AccountId: 011433970860
ContactId: 960edf73-0276-4302-a7f7-1f5a3319ed93
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 248300 ms
Total Talk Time (AGENT): 86171 ms
Total Talk Time (CUSTOMER): 102742 ms
Interruptions: 3
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/960edf73-0276-4302-a7f7-1f5a3319ed93_20250117T23:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I have a question. I had a thing, um, some months ago, and I was just wondering if I was paid out for all of the benefits. At one point.
[CUSTOMER][NEUTRAL] I will send the letter of like sending the explanation or the codes for the doctor.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I don't think I ever did that, so.
[AGENT][NEUTRAL] Do you by chance have your policy number?
[CUSTOMER][NEUTRAL] I'm just trying to figure out.
[CUSTOMER][NEUTRAL] Yeah, it's 22.
[CUSTOMER][NEUTRAL] 08470.
[AGENT][NEUTRAL] Alright, let me just pull this up here. Give me a second.
[CUSTOMER][NEUTRAL] Let's
[CUSTOMER][NEUTRAL] To
[AGENT][NEUTRAL] May I please have your first name, last name, and date of birth?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and then can you verify please the address we should have on file for this?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Exactly
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] So when I look under your name [PII], it looks like all the claims that you had were paid out except for one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it looks like we needed a pathology report for that one.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, who, who should I send that to?
[CUSTOMER][NEUTRAL] Uh where.
[AGENT][NEUTRAL] So you can you can send that to us and you can do that either via fax or you can put it in the mail.
[CUSTOMER][NEUTRAL] Oh, but not email.
[AGENT][NEGATIVE] Yeah, we unfortunately don't take that information via email. Email's just not secure enough.
[CUSTOMER][NEUTRAL] we don't take the information.
[CUSTOMER][NEUTRAL] OK, so you said fax. What's the fax number?
[AGENT][NEUTRAL] Uh, the fax number is [PII].
[CUSTOMER][NEUTRAL] And.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And what would be the email address?
[AGENT][NEUTRAL] There's not an email that you can send it to.
[CUSTOMER][NEUTRAL] Oh, what did you tell me? You said facts or what else?
[CUSTOMER][NEUTRAL] Our mailed.
[AGENT][NEUTRAL] US postal mail, yeah.
[CUSTOMER][NEUTRAL] Oh, but where, where is, where, where do I send it to?
[AGENT][NEUTRAL] The mailing address would be to [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm. And that's in [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] With the fire there.
[CUSTOMER][NEUTRAL] And then the fact is it attention claims department?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hey.
[AGENT][NEUTRAL] Is there anything else I can check on for you?
[CUSTOMER][POSITIVE] Thank you very much.
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Thank you for calling APL have a good day.
[CUSTOMER][NEUTRAL] OK bye bye.