AccountId: 011433970860
ContactId: acb6ae7b-955b-4250-8122-f22481cdd80a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 325239 ms
Total Talk Time (AGENT): 134505 ms
Total Talk Time (CUSTOMER): 122482 ms
Interruptions: 5
Overall Sentiment: AGENT=0.8, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/acb6ae7b-955b-4250-8122-f22481cdd80a_20250115T22:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] Hey [PII], uh, this is uh [PII]. I was just I was doing a follow up call to see if you guys, I was, uh, received my, uh, facts on my wellness claim form.
[AGENT][NEUTRAL] OK, I can help you with your claim, [PII]. Can I please get your callback number just in case the call is dropped?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is your policy number?
[CUSTOMER][NEUTRAL] 705-068.
[AGENT][NEUTRAL] OK, let me pull that in real quick.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, [PII], can you uh verify your date of birth for me please sir?
[CUSTOMER][NEUTRAL] Mhm. [PII].
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number, and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] My address is [PII]. Uh, I, I, I think they updated. I hope they updated it, but, but my old address at the time I took this policy out, it was [PII].
[AGENT][NEUTRAL] OK, yes, I do see that.
[CUSTOMER][NEUTRAL] And email is [PII].
[AGENT][NEUTRAL] Mhm. Go ahead.
[CUSTOMER][NEUTRAL] You saw the, you see the 138, you see the 138?
[AGENT][NEUTRAL] Yes, sir. Yes, sir.
[CUSTOMER][NEUTRAL] Yeah, uh, uh, but, uh, that's my new address is [PII]. I'm sorry, [PII], same city, state, and zip.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I literally moved around the corner from there.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then, um, can I get your email address? That's the last verification, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, uh, [PII].
[AGENT][NEUTRAL] OK thank you I appreciate you verifying that information. When did you send the claim in, sir?
[CUSTOMER][NEUTRAL] Well, I, I, I, I faxed it yesterday.
[AGENT][NEUTRAL] OK, I do see that we have received it and we got it on [PII] and it is in progress right now so they're looking at it and it takes 7 to 10 business days for them to be able to complete it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's all
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, awesome to make sure they received. Thank you so much.
[AGENT][NEUTRAL] You're welcome. I'm going to update this address while I've got you on the phone real quick so that um.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Thank you, thank you, thank you. Mhm.
[AGENT][POSITIVE] So I can make sure that I write everything correctly.
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and then I'll let you know what, if it took or not.
[AGENT][POSITIVE] That way I can get you all fixed up.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK. I think I've got it in there. I'm gonna check it.
[AGENT][NEUTRAL] And make sure
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, it didn't take. I wonder why it didn't take. Hmm.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] We go in a different way and see. I'm gonna try to trick it.
[AGENT][NEUTRAL] Cause I think I'm the one that talked to you the other day, and I think I'm the one that tried to fix it for you the other day.
[CUSTOMER][NEUTRAL] I think so. So, yeah, that's why I thought it was, yeah, I thought it, that's why.
[AGENT][NEGATIVE] Yeah, and that's really bothering me that it didn't fix.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Cause I remember saying you didn't have far to pack stuff up and move.
[CUSTOMER][POSITIVE] Right, exactly you sure did, yeah.
[CUSTOMER][POSITIVE] Yeah, absolutely correct. I thought your voice sounded familiar, but I thought that would be a serious coincidence.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEGATIVE] OK, it's saying it was successful, but I'm gonna just double, I'm gonna go out of it back in it and make sure because I, I don't like saying I'm gonna do something and then it not happen for me.
[CUSTOMER][POSITIVE] Right, I, I certainly appreciate it.
[AGENT][POSITIVE] Yay, it took that time. I got it.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, sir. And the same uh same city and zip code.
[CUSTOMER][NEUTRAL] All right, same food, yeah. Yes, that's it.
[AGENT][POSITIVE] OK. All right, [PII]. You're welcome.
[CUSTOMER][POSITIVE] Thank you so much and you have a very, you have a blessed day.
[AGENT][POSITIVE] You have a blessed day too. Thank you for calling APL, sir.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh-huh, uh-huh. Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye-bye, [PII].