AccountId: 011433970860
ContactId: a94948bf-7120-48fa-b621-3676ef4ece0b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 334290 ms
Total Talk Time (AGENT): 103135 ms
Total Talk Time (CUSTOMER): 175562 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/a94948bf-7120-48fa-b621-3676ef4ece0b_20250129T19:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I just wanna make sure I'm sending you the right form. I'm about to file a gap insurance um for my, for my son's doctor's visit. Just wanna make sure I'm filling out the right form. Do you need my policy number?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, the policy number is 1,070,980.
[AGENT][NEUTRAL] May I have your name and a good callback number?
[CUSTOMER][NEUTRAL] My name is [PII]. The phone number a callback number is [PII].
[AGENT][NEUTRAL] Thank you. Can you verify your date of birth, mailing address, and email, please?
[CUSTOMER][NEUTRAL] The date of birth is [PII]. The mailing address is [PII]. Um, what, uh, you say you need an email?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] We don't have an email on file.
[AGENT][NEUTRAL] Thank you for verifying that information. So you are looking at the Medlink claim form?
[CUSTOMER][NEUTRAL] Yes, it says that the bottom left is, I just wanna make sure it's the current form it's CIFORN-0722.
[AGENT][NEUTRAL] Is that the number for the claim form?
[CUSTOMER][NEUTRAL] That's the number at the bottom left of the form.
[AGENT][NEUTRAL] OK. Let me see if there's a number on it because there are several forms, but you would need the Medin claim form.
[CUSTOMER][NEUTRAL] Mhm. Yes, I am. I'm looking for the Matlin claim pool.
[AGENT][NEUTRAL] I'm just waiting on it to load.
[AGENT][NEGATIVE] And it should be 3 pages.
[CUSTOMER][NEUTRAL] Uh yes, it does show 3 pages.
[AGENT][NEUTRAL] Yes, that is it.
[CUSTOMER][NEUTRAL] The number I gave you is correct, 0722.
[AGENT][NEUTRAL] I'm not showing any numbers at the bottom of this one.
[CUSTOMER][NEUTRAL] OK, let me, you know what, while I'm on the phone with you, let me go on the website. Can you guide me where to go get that form? Maybe I, it's better that way just to make sure I have the current form.
[AGENT][NEUTRAL] Do
[AGENT][NEUTRAL] Do you have your account registered? Did you register online?
[CUSTOMER][NEUTRAL] No, I don't like to do online thing. I do everything by mail. So I always go to look up, look for a form online, like from your, from your website.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so if you go to [PII].
[CUSTOMER][NEUTRAL] Hold on, let me, hold on, give me a moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And it should bring up the website.
[CUSTOMER][NEUTRAL] OK, I, I'm there.
[AGENT][NEUTRAL] And then there's claim forms over on the right.
[CUSTOMER][NEUTRAL] Claims and forms, OK?
[AGENT][NEUTRAL] And then you would go to.
[AGENT][NEUTRAL] Mail paper form?
[CUSTOMER][NEUTRAL] I'm sorry, do I scroll to the bottom where all the forms are?
[AGENT][NEUTRAL] Down at the bottom it says claim forms and policy documents. Once you click on that, you will go down to Metlink.
[CUSTOMER][NEUTRAL] Oh, claim form and change forms and then just oh OK there's several pages hold on let me go to the next page.
[AGENT][NEUTRAL] It's on page 2.
[CUSTOMER][NEUTRAL] OK, OK. Then I go download form, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, let me make sure.
[CUSTOMER][NEUTRAL] Yeah, it looks the same. Yeah, the, the number is at the bottom. I guess I was looking at that number, but yeah, that looks like the right one.
[CUSTOMER][NEUTRAL] You know, it just be on the safe side, I think I'm gonna print this out and the mailing I should mail this to.
[AGENT][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Oh yeah, this is slightly different.
[AGENT][NEUTRAL] Let's see if it's on here.
[CUSTOMER][NEUTRAL] Hold on 1 2nd.
[CUSTOMER][NEUTRAL] Cause now the
[CUSTOMER][NEUTRAL] The address is not on here hold on let me print this.
[AGENT][NEUTRAL] It's at the top, go back up.
[AGENT][NEUTRAL] And under where you chose the mail paper forms, it's right there.
[CUSTOMER][NEUTRAL] Oh, hold on one second, let me print out the form first. Oh, so it's not on the form itself anymore.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] So when I go up there where it says to, hold on, thank you for being patient with me. I just wanna make sure I get the right one. OK, so mail paper form, it says [PII].
[AGENT][POSITIVE] No, no. No worries.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Yes, ma'am, that is correct.
[CUSTOMER][POSITIVE] That's the one I need to mail it to. OK, perfect, perfect. OK, thank you so much. I just wanna.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Wait, hold on a second. Documents not related to claims can be, oh, OK, the other PO box is for.
[CUSTOMER][NEUTRAL] Not related like they're not forms, right?
[AGENT][NEUTRAL] This is the only PO box that we do utilize.
[CUSTOMER][NEUTRAL] Because on your website on that page I'm looking, it says here documentation.
[CUSTOMER][NEUTRAL] Not related to claims can be.
[AGENT][NEUTRAL] Not related to claims. OK.
[CUSTOMER][NEUTRAL] Oh, OK, so this is considered a claim, OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] All right. OK, thank you so much for your help. I appreciate it.
[AGENT][POSITIVE] You are so welcome and thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] All right you too bye bye.