AccountId: 011433970860
ContactId: b772752d-1df0-4c5f-b3ae-4193cecfed13
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242979 ms
Total Talk Time (AGENT): 83177 ms
Total Talk Time (CUSTOMER): 96337 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/b772752d-1df0-4c5f-b3ae-4193cecfed13_20250319T19:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] and I mailed in some claims about 2 weeks ago and I haven't heard anything. I just wanted, making sure y'all got them. Can you check on that for me?
[AGENT][NEUTRAL] OK. May I have a policy number?
[CUSTOMER][NEUTRAL] Yes, 591-976.
[AGENT][NEUTRAL] And may I have your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And I do need to verify the mailing address listed on file.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] And may I have a callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] And one more thing, I do need to verify the email address that's listed on file.
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][POSITIVE] And thank you so much for verifying the policy. You're calling in to see if we received your claims. Let me check that for you.
[CUSTOMER][NEUTRAL] Sure, mhm.
[AGENT][NEUTRAL] OK, so I don't look like we received any claim for this year.
[CUSTOMER][NEUTRAL] I'm now 3, I think for the last 3 years.
[CUSTOMER][NEUTRAL] Because what I get a wellness, is that what I get a wellness check or something? I can't remember exactly.
[AGENT][NEUTRAL] And you submitted them to our mailing address?
[CUSTOMER][NEUTRAL] Uh, well, I sent it to the
[CUSTOMER][NEUTRAL] I had an envelope, I think, um.
[CUSTOMER][NEUTRAL] Is it [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] No.
[CUSTOMER][NEGATIVE] Maybe I sent to the wrong place then.
[CUSTOMER][NEUTRAL] Did you give me the correct address so I can resend them?
[AGENT][NEUTRAL] Yes, are you ready for that information?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I want to read that back to you if that's OK. [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] OK, that's what [PII]. OK. I don't know what I said but I wrote down. um and um
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Just to make sure when I send this back in, do I just send that one form claim form with it the um claim statement is that what I need to put or is there something else?
[AGENT][NEUTRAL] OK, let me check that for you. You're talking about the claim form that you fill out with your name, address, and information and signature?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, you will have to submit that claims form.
[CUSTOMER][NEUTRAL] OK, do I need one for each year? Because I think I filed on 3 years.
[AGENT][NEGATIVE] You shouldn't need it for each year.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, OK, um, I think that's all I need then, and I'll get those back in the mail to you. This should I mail them or do I fax them? Would that be any better?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We do have a fax number. Would you like to submit it via fax?
[CUSTOMER][NEUTRAL] I I, yes, ma'am, can I have that number?
[AGENT][NEUTRAL] Yes, the fax number is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] and that is attention claims department.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Exactly.
[CUSTOMER][POSITIVE] OK, thank you so much. I appreciate everything you've helped me with.
[AGENT][POSITIVE] You're welcome and thank you for calling American Public Life, Miss [PII]. Have a great rest of your day.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.