AccountId: 011433970860
ContactId: a859315c-66e5-4922-9f62-1b48bcbca47a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 790239 ms
Total Talk Time (AGENT): 293800 ms
Total Talk Time (CUSTOMER): 285865 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/a859315c-66e5-4922-9f62-1b48bcbca47a_20250217T20:36_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I was um checking on a claim that I had.
[CUSTOMER][NEUTRAL] Mailed in
[CUSTOMER][NEUTRAL] And um just what are the status?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, I can assist you with claim status and may I have your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And Ms. [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Hang on, I'll have to get it up. I forgot that you need the policy number.
[CUSTOMER][NEUTRAL] See if I can find it.
[CUSTOMER][NEUTRAL] I might have to call you back.
[AGENT][NEUTRAL] I can probably do a name search. Um, let me have the spelling of your first name.
[CUSTOMER][NEUTRAL] Well, uh, the insured.
[CUSTOMER][NEUTRAL] Would have been under [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, how do you spell [PII] just to make sure I spell it correctly.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. Alright, one moment, let me see if I can find you.
[CUSTOMER][NEUTRAL] What policy number.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] May I have your address, Miss [PII]?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes, you, I'm sure you want his address, uh.
[CUSTOMER][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] You know, why don't, um, let me just call you right back whenever.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have my ducks in a row.
[AGENT][NEUTRAL] OK, yeah, it's fine. Um, either we can do that or I can wait.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Because
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, um,
[CUSTOMER][NEUTRAL] Because I had
[CUSTOMER][NEUTRAL] I thought I had it all right here and
[CUSTOMER][NEUTRAL] Evidently,
[CUSTOMER][NEUTRAL] I don't. Oh, I do. Here we go.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I have copies of it.
[AGENT][POSITIVE] I'm ready whenever you are, OK?
[CUSTOMER][NEUTRAL] Yes, I just have to dig it out so.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] OK, that's fine. Take your time.
[CUSTOMER][NEUTRAL] The address is [PII].
[AGENT][POSITIVE] All right then, thank you.
[CUSTOMER][NEUTRAL] I was trying to find the policy number.
[AGENT][NEUTRAL] OK, it's OK. All right. And um for security, um, may I have your date of birth because I'm speaking to you.
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and the claim is for yourself or is it for him?
[CUSTOMER][NEUTRAL] It, it was on him.
[AGENT][NEUTRAL] On him, OK. All right.
[AGENT][NEUTRAL] OK, so it looks like we received a claim on [PII]. Um, it is in line to be processed. The normal processing time is 7 to 10 business days, so it's not, um, it has not reached that time just yet. It is in line to be processed.
[CUSTOMER][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Now, I wrote, uh, I put down.
[CUSTOMER][NEUTRAL] The address and
[CUSTOMER][NEUTRAL] In blue jacket, uh, but to have the
[CUSTOMER][NEUTRAL] You have the mail come.
[CUSTOMER][NEUTRAL] Back to me.
[CUSTOMER][NEUTRAL] I probably need to write down.
[CUSTOMER][NEUTRAL] My address
[AGENT][NEUTRAL] Um, it's gonna go to the address on file unless we have a Mr. um [PII] call us and change that address.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Well, he's deceased.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Have the um OK.
[CUSTOMER][NEUTRAL] That's why I
[CUSTOMER][NEUTRAL] I think, um, I've spoken with someone else and I have sent the uh death certificate and um
[CUSTOMER][NEUTRAL] I filled out the claims and and I sent.
[CUSTOMER][NEUTRAL] The doctor's notes. I, I've sent everything that I think I need to send.
[AGENT][NEUTRAL] Got you. Yeah, um, if you send everything together on that claim on the one that is in line to be processed, they'll go ahead and sort everything out on the claim form. Did you put the new address or was it the old address?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Well, on the claim form I wrote down the old address because it said.
[CUSTOMER][NEUTRAL] On the uh insured party.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] That's why I wrote his address.
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] But on um I think I wrote that, let's see here.
[CUSTOMER][NEUTRAL] I thought I, I thought I got copies of it. I think I wrote down.
[CUSTOMER][NEUTRAL] I think I wrote down my address for a family member.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I think it's where I wrote my address down.
[AGENT][NEUTRAL] OK, um, to be on the safe side, if you can send us, um, let me see how this was sent in.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, so it's regular mail. If you can send us a letter indicating that you would like to change that address, um, you can go ahead and do that and just send us the correct address.
[AGENT][NEUTRAL] Um, you can email this information or you can fax it or mail it.
[CUSTOMER][NEUTRAL] Who, who do I, I'd probably email it and who do I email it to?
[AGENT][NEUTRAL] OK, you can send it to care team.
[AGENT][NEUTRAL] At a.m. Public uh-huh uh-huh.
[CUSTOMER][NEUTRAL] OK. Now, um,
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] We were they just
[CUSTOMER][NEUTRAL] If they're gonna pay anything.
[CUSTOMER][NEUTRAL] Could they send it electronically, you know, to uh.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] To my
[CUSTOMER][NEUTRAL] Um, checking account or, or does it have to be mailed in?
[AGENT][NEUTRAL] You will have to fill out the direct deposit form. Um, you can do that. Um, we have our forms through our website if you want to get that form and fill it out, um, you can send that in and we can go ahead and get it.
[AGENT][NEUTRAL] Through direct deposit, you know, set it up for direct deposit.
[CUSTOMER][NEUTRAL] OK, because I didn't see the direct deposit where I need to fill it out, so that's why I didn't download that.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Oh, OK. Yeah, it's gonna.
[CUSTOMER][NEUTRAL] Um, but I guess like.
[AGENT][NEUTRAL] Mhm, I'm sorry. Yeah, it's gonna be on the same place where you got that claim form. Um, if you go to [PII], uh, you'll click on the claims and forms.
[AGENT][NEUTRAL] And it's gonna say direct deposit form.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So [PII].
[CUSTOMER][NEUTRAL] And then just click on the.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] For
[AGENT][NEUTRAL] Yes, mhm, yes.
[CUSTOMER][NEUTRAL] Print it off and then send it in.
[AGENT][NEUTRAL] Mhm. Yes.
[AGENT][NEUTRAL] And it gives you instructions on the first page of where to send it. I believe it does have that email and it has the fax number and the mailing address and all that information is in that first page, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. All right. So, uh, who do I need to email to have the address changed?
[AGENT][NEUTRAL] It's gonna be um the same if you're gonna change it, it's gonna be to the same email which is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you will just let us know that um that you send in the information that we requested on the death certificate and then you're trying to see if you can change the address because you submitted a claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, I will do that.
[AGENT][NEUTRAL] All right. Is there anything else I may help you with today? Do you have any other questions or concerns?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] No, um, I don't, now you said it takes 7 to 10 business days. Could I call back, uh, in a few days?
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yeah, you can always call back.
[CUSTOMER][NEUTRAL] Because you said it was, it was.
[CUSTOMER][NEUTRAL] OK, it was delivered on the [PII], right?
[AGENT][NEUTRAL] It was received on the [PII], so let's see what is the 10 day? OK, one moment. It looks like it's gonna be the [PII]. The [PII] is a 10 day.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So I
[AGENT][NEUTRAL] 10 business days.
[CUSTOMER][NEUTRAL] Oh, OK, so it's this coming Friday.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, um, I guess I could call back this coming Friday to see.
[CUSTOMER][NEUTRAL] Uh, if they're, if they're gonna pay on that and if they are how much and.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Mhm.
[CUSTOMER][NEUTRAL] That sort of thing.
[AGENT][NEUTRAL] Yes, um, you can um call us by Friday and we should have an answer by then, um, and if you can send that direct deposit information as soon as possible, we can set up the account for direct deposit. If we don't have it by the time we process the claim, it's just gonna go out by check, um, and if, if you have any questions, just um add your phone number and ask for a call back if you have any questions about it, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and are you guys in [PII] City?
[AGENT][NEUTRAL] Um, this office is in [PII].
[CUSTOMER][NEUTRAL] Are you based?
[CUSTOMER][NEUTRAL] OK, so, uh, is the, uh, will the checks be sent out from [PII] or?
[AGENT][NEUTRAL] From [PII].
[CUSTOMER][NEUTRAL] Or the
[CUSTOMER][NEUTRAL] From the [PII] address or?
[AGENT][NEUTRAL] Yes, from [PII]. Mhm, yes.
[CUSTOMER][NEUTRAL] Office, OK.
[CUSTOMER][NEUTRAL] OK, alright, because I was wondering if you know if I sent my direct deposit information in.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] You know, [PII] City, they, they get it in 2 or 3 days, but [PII], they, it may take.
[CUSTOMER][NEUTRAL] You know, 5 or 7 days.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I was wondering, OK. All right. Well, thank you, ma'am.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome, Ms. [PII], and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You as well. Uh-huh, bye now.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][POSITIVE] And you have time.