AccountId: 011433970860
ContactId: abd2b031-c9ac-49cd-aef7-d1247394b642
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 969380 ms
Total Talk Time (AGENT): 227223 ms
Total Talk Time (CUSTOMER): 332086 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=-1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/abd2b031-c9ac-49cd-aef7-d1247394b642_20250102T22:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], and I filed, filed a claim for a mammogram, and it was uh [PII].
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And I spoke to a [PII], and what had happened is, it got there in time enough, but nobody informed me that the place for claims was, was in [PII], instead of [PII]. So I filed the claim and sent it back. And I'm just trying to see cause that's when I was uh I I actually had intended to, it's not that much to do something with that to help me out during the [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But the office, you know, well, they closed and open and close and open. So I'm just trying to see if it actually, they received it because there's, I just received a letter from the sender.
[CUSTOMER][NEUTRAL] Uh, uh, where I had sent the claim prior to, you know, to now. And, um, I res uh, it back though, on the [PII] of, um,
[CUSTOMER][NEUTRAL] [PII], [PII]. I'm trying to see if it actually got there.
[AGENT][NEUTRAL] OK, yeah, let's
[CUSTOMER][NEUTRAL] The the
[AGENT][NEUTRAL] Let's take a look, [PII]. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, it is 792 8.
[CUSTOMER][NEUTRAL] 03.
[AGENT][NEUTRAL] Alright, let me pull this up. Give me just a second here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And then I'll need to verify please your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, thank you for that. And then what is the address we should have on file for you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the Gmail account is what we have for an email it's [PII]. Is that all still valid for you?
[CUSTOMER][NEUTRAL] That is
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And so you re put the claim back in the mail, correct to the [PII] City address you said around the [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh-huh, yes, of [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I'm not seeing, I don't see anything as of yet.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] And just to confirm it was the [PII].
[CUSTOMER][NEUTRAL] I'm gonna read, uh, yes, I'm gonna read it. Uh, I talked to [PII], and she wasn't, she said something like she would be off, but I sent it on the [PII], but I have the address, you can make sure that I have the right thing. I have APL claims department, [PII], [PII].
[CUSTOMER][NEUTRAL] And the person I spoke to, uh, when I finally found out that
[CUSTOMER][NEGATIVE] you can't file here anymore because I got no uh notification of that. That's why I sent it to [PII]. So I've been waiting quite a while to get it. And I also had uh [PII]. So I did speak with someone, but I thought by now that I should have received it because I sent it back.
[CUSTOMER][NEUTRAL] 00, this summer.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] You
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, I mean, I, I see the letter that the email she sent you or I see what she sent you on [PII], [PII], stating that per telephone conversation and she gave you the mailing address and the fax number, um, I do see that.
[CUSTOMER][NEUTRAL] Well, I didn't send it by fax. I sent it by mail. I got it right on in the mail, but that still has been a good, a while. I know the holiday, but uh I don't know how long the office of claims was, was shut down. But um
[CUSTOMER][NEUTRAL] I don't know how many days this week.
[AGENT][NEUTRAL] Yeah, I mean, we were
[AGENT][NEUTRAL] We were closed on the [PII] and the [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Um, and then we were, so the [PII] was a Friday. So if it was put back in the mail on Friday,
[AGENT][NEUTRAL] Then we would have been closed um on that Tuesday and Wednesday.
[AGENT][NEUTRAL] And then we were closed yesterday due to the holiday also.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Well, yeah, because I was really upset because I had no notification cause I've been doing this for a long time now. I've had insurance and filing for the claim. And so I turned around and try to send it right back because my fax was not working properly, and I don't want to take any chance with it. So, I just went on and mailed it.
[CUSTOMER][NEUTRAL] Uh, right back to her.
[AGENT][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] And I thought she said it would take about 7 days or something, 7, maybe she said 7 to 10 or whatever, but
[CUSTOMER][NEGATIVE] I just, I mean, like I say, it's not much, but I've been waiting a good while for it, and I, I was upset because I don't know why I didn't get any notification to send it to [PII] rather than to [PII] where I live. And so,
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] So this is a good plan.
[AGENT][POSITIVE] Yeah, I'm sorry about that.
[CUSTOMER][NEUTRAL] Uh, but, you know.
[AGENT][NEUTRAL] Well, yeah.
[AGENT][NEUTRAL] Yeah, I mean, if her advisement was to give it at least 7 days with the holidays and everything, today would just be the 6th day, um, excluding, you know.
[CUSTOMER][NEUTRAL] But, but you don't, excuse me, but you, you don't show any signs that I guess they don't say when they got it. You don't see any sign that I, the, the, the letter actually made it to [PII].
[AGENT][NEUTRAL] I just don't see anything uploaded yet showing that there's like a claim received and in progress yet yeah there's just nothing so that doesn't mean that it necessarily they just nothing has been uploaded to show that there's a claim there in progress. The last thing that I see in here is um a claim you did in [PII].
[CUSTOMER][NEUTRAL] You see a claim I did in [PII]?
[AGENT][NEUTRAL] In [PII].
[AGENT][NEUTRAL] So I would just allow a little bit more time.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] So maybe, maybe it got there then and you think that's when it got there? You say January the no, this is [PII].
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I don't know why I got, I don't know about because [PII] just left yesterday.
[CUSTOMER][NEUTRAL] And I mailed it on the [PII]. So, you're saying you see one this January, it's in January there? Unless it was [PII].
[AGENT][NEUTRAL] Yeah, but that's the, yeah, but this is an old one, so that's not applicable to, to the one that's what I'm saying is that I don't see anything new as of yet. Um, I mean, the, I verified the email the address she gave you, that is definitely the correct mailing address. So I would probably just give it a little bit more time, Mildred, since we had the holidays and everything.
[CUSTOMER][NEUTRAL] 000 OK, OK, yeah.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] Well, can anybody make sure because it took this one a little bit of time to get back with the wrong address on it. And I guess that's why I'm kind of frustrated because I, I, I thought, I, I didn't see anything come through the mail saying that.
[CUSTOMER][NEUTRAL] You know, to send the claims to [PII], uh, from [PII] to say that, uh, to send it. And so I've, I've just been waiting a bit and trying to check the mail and all. So that's why I tried back again today because, um,
[CUSTOMER][NEUTRAL] No, I
[CUSTOMER][NEUTRAL] I just, uh,
[CUSTOMER][NEUTRAL] You know, wanted it and kind of needed at this point is what I'm saying.
[CUSTOMER][NEUTRAL] But anyway,
[AGENT][NEUTRAL] Um, I can reach out and see if I don't know if I don't believe there's another way we can check to see if anything's arrived, but I can double check for you. Uh, do you mind?
[CUSTOMER][NEGATIVE] Cause I
[AGENT][NEUTRAL] Uh, being on hold for just a minute.
[CUSTOMER][NEUTRAL] No, no, no, I
[CUSTOMER][NEGATIVE] Not at all.
[AGENT][POSITIVE] OK, thanks.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Thank you so much for your patience and waiting on that, [PII]. I apologize for the hold. So I did reach I did reach out to my help desk and um we only have the one way to check for received documents, so I don't really have any other way to search, um, unfortunately.
[CUSTOMER][NEUTRAL] OK, that's OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She did say that um because of the holiday, you know, she wasn't surprised it wasn't in there yet to, you know, give it a few more days and you're more than welcome to just keep checking back with us if you want to make sure that we received it.
[CUSTOMER][POSITIVE] OK, I will do that thank you so much for trying to help me. I appreciate that.
[AGENT][POSITIVE] It's been my pleasure, [PII]. Anything else I can do for you?
[CUSTOMER][POSITIVE] No, you've done very well and I hope you have a merry, uh, I mean, uh, happy [PII] and a blessed one as well.
[AGENT][POSITIVE] You as well thank you so much for calling have a nice rest of your day.
[CUSTOMER][NEUTRAL] OK bye bye.
[AGENT][NEUTRAL] Bye-bye.