AccountId: 011433970860
ContactId: a5563059-22d4-4fa3-a65b-6167e8f9b63d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 362649 ms
Total Talk Time (AGENT): 82684 ms
Total Talk Time (CUSTOMER): 133661 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/a5563059-22d4-4fa3-a65b-6167e8f9b63d_20250127T15:39_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, [PII], this is [PII]. I am a retiree in the Louisiana uh school of educational system, and I have an American public life policy through you all. And I am, I have wanted some, I have asked about 4 or 5 times and I'll say you'll send it to me, but I haven't gotten it. I mean, it's been going on for a month.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] What did you request?
[CUSTOMER][NEUTRAL] Huh?
[CUSTOMER][NEUTRAL] I requested uh a wellness uh form I'm, I'm gonna have a.
[AGENT][NEUTRAL] Oh, a wellness claim form, OK.
[CUSTOMER][NEUTRAL] Yes, for mammogram and I've asked for so I can take it when I go and I haven't gotten it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. What's your policy? What's your policy number, [PII], and I can help?
[CUSTOMER][NEUTRAL] Yeah, I
[CUSTOMER][NEUTRAL] I don't know
[CUSTOMER][NEUTRAL] I, I don't know my policy number.
[AGENT][NEUTRAL] OK, can I search by your social?
[CUSTOMER][NEUTRAL] Yeah [PII].
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] And, and I, uh, I'm gonna be, I want it mailed to my sister's house if you don't mind, uh, instead of my
[AGENT][NEUTRAL] We have to mail it to the address that's on the on on file.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, well, can you mail it and maybe try to email it to me also because I have asked for both of these ways and I have not seen it in the mail and I have not seen it in the email.
[AGENT][NEUTRAL] Sure. Sure. Let me pull up your information, OK? And you said this is, you wanna file it under your cancer policy?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's so, and, and I've talked to y'all before and the little lady that I talked to said that go ahead and file it. She got some of y'all's policies cover that wellness part and some don't. And she said, just go ahead and fill it out and submit it in and if, if, if it, if it goes through, you know, it's covers it. If it doesn't, they'll let me know it's not covered. So I don't know if it's covered or not, that's what she told me to do.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, I'll be verify your
[CUSTOMER][NEUTRAL] Sometimes they are
[AGENT][NEUTRAL] Verify your date of birth and your mailing address.
[CUSTOMER][NEUTRAL] Yeah I
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] [PII] and my mailing address is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you. And what's your email address?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] No, I show a [PII] account, but it's a different one than what you just gave me.
[CUSTOMER][NEUTRAL] OK, but that's the one I want it sent to. Mine other mine mine doesn't work.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that's good. So you said [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] That's right, that's correct.
[AGENT][NEUTRAL] OK, give me one moment please.
[AGENT][NEUTRAL] Just a few more minutes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm preparing to email it to you and then we'll request.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Would be mailed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know how I never get it, but I haven't yet.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, [PII], I mean, um, [PII], I just sent you the, um, wellness claim form to [PII]. Give it a few minutes and then confirmed that you did receive it.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEGATIVE] OK, I can't, I'm not, I don't, I can't do that right now.
[AGENT][POSITIVE] OK, all right, and then we'll request one be mailed. Anything else I can help out with today?
[CUSTOMER][POSITIVE] That's all. Thank you so much.
[AGENT][POSITIVE] All right, Ms. [PII]. You're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh bye bye.