AccountId: 011433970860
ContactId: bb0f659e-835c-4b4c-89a7-cbe62b805004
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 429600 ms
Total Talk Time (AGENT): 252960 ms
Total Talk Time (CUSTOMER): 152935 ms
Interruptions: 4
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/bb0f659e-835c-4b4c-89a7-cbe62b805004_20250117T19:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hey, I'd like to check on a claim, please.
[AGENT][NEUTRAL] All right, I see, can I help you with that? Can you give me your name, please?
[CUSTOMER][NEUTRAL] I'm [PII]
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, Mr. [PII], what's your phone number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] What part of [PII] are you in? Cause I'm from [PII] and that's a 662. So I know you're in the Delta area, somewhere up that way.
[CUSTOMER][NEUTRAL] Yeah, yeah, I grew up in [PII], but, uh, I live in [PII] now where Ole Miss is.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Oh, OK. My, um, my niece lives in [PII]. She works for the federal government up there. What's that policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's 9 AF 9684.
[AGENT][NEUTRAL] OK. Now, that's the old policy number. You don't have the updated policy number?
[CUSTOMER][NEUTRAL] I don't think so. I I it took me a while to dig this out.
[AGENT][NEUTRAL] OK, that's all right. Give it to me. That's all right. 9 AF. What else?
[CUSTOMER][NEUTRAL] Yeah, yeah, 9 AF 9684.
[AGENT][POSITIVE] OK, let's see, can we pull it up by then. If not, we'll get your social and pull you up.
[AGENT][NEUTRAL] OK. Give me 1 2nd.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Where, where are you located now?
[AGENT][NEUTRAL] We're, we're loc well, the office is still in uh [PII]. That's the main office in [PII]. But I'm in, [PII]'m, I've worked for the company and I'm in [PII] though, too, but I'm down in the near the [PII] area.
[CUSTOMER][NEUTRAL] [PII], yeah.
[AGENT][NEUTRAL] Mm, OK, now I pulled up an old policy num, that old policy number. Let me, uh, uh, get your date of birth and your mailing address.
[CUSTOMER][NEUTRAL] OK, uh, date of birth [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] In [PII]
[AGENT][NEUTRAL] OK, we do have that. Now, Mr. [PII], that policy number you gave me, that terminated back in [PII]. So do you have, supposed to have another policy with us?
[CUSTOMER][NEUTRAL] Yeah, yeah, I've got a cancer policy with you and I sent a claim in this.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Uh, OK. Let's do it this way. Let me pull it up like this thing. Let's get your new policy number. Let me have your social security number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All righty. Let's find you, Mister [PII]. OK, here one right here. Now, that's the same one. Here it is right here. 6. I'm gonna give it to you once I'm gonna give it to you once I pull it up and verify it and make sure we're right. Hold on one moment.
[CUSTOMER][NEUTRAL] Alright uh what's number? I'll write it.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. 00.
[AGENT][NEUTRAL] [PII]. All right, coming up now, uh, let's see, do you have an email address on file? What's your email address?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that's what we got. Thank you for that information and you're calling checking a claim, correct? Now is the claim on you or someone else?
[CUSTOMER][NEUTRAL] Right?
[CUSTOMER][NEUTRAL] Me
[AGENT][NEUTRAL] OK. Now, when did you send that claim in, Mr. [PII]?
[CUSTOMER][NEUTRAL] I mailed it from here [PII].
[AGENT][NEUTRAL] OK, and where did you mail it to?
[CUSTOMER][NEUTRAL] I think I went to [PII].
[AGENT][NEUTRAL] OK, now, as of today, there's no new claim on file for you and that policy number that your new policy number, the effective date of this policy is [PII]. That policy number is 00.
[AGENT][NEUTRAL] 649.
[CUSTOMER][NEUTRAL] 6
[AGENT][NEUTRAL] 238.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you did file something back, you filed something back in June. Now we paid you a claim in June, but since then we haven't got a new claim since we paid your claim in June.
[CUSTOMER][NEUTRAL] Uh, you don't have any.
[CUSTOMER][NEUTRAL] Yeah, I had a skin cancer removed and sent it in [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I, I think it went to [PII]. It's been a while, uh.
[AGENT][NEUTRAL] That's where you're supposed to send it to, yes, sir. It's supposed to go to [PII]. Yeah, that's where all our mail goes to.
[CUSTOMER][NEUTRAL] Yeah, yeah, that long, I remember that long PO box number.
[AGENT][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] But we it's not on file so you can file it again and I can give you our fax number if you wanna fax it.
[CUSTOMER][NEUTRAL] It is not
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] No, I don't have a fan. It doesn't work anymore, uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh my goodness. So I think it got lost in the mail?
[AGENT][NEUTRAL] I can't say I just know as of today we have nothing new on file on you since we process your claim back in June.
[CUSTOMER][NEUTRAL] Yeah, oh man, well, I'll have to.
[CUSTOMER][NEUTRAL] Have to go back to the doctor and get them to print out that stuff again then.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Alright and uh.
[CUSTOMER][NEUTRAL] Let me see, I ought to have.
[CUSTOMER][NEUTRAL] I want to have something newer from y'all with that address on it. Uh, will you give, give me the mailing address again.
[AGENT][NEUTRAL] I can give it uh-huh, I can give it to you again. It's [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK. Well, I sure appreciate your help. I wondered why I hadn't heard anything. Yeah, so glad I got somebody from [PII] cause
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Sometimes when you call these numbers, you get somebody you can hardly understand them, you know.
[CUSTOMER][NEUTRAL] Some of these batteries.
[AGENT][NEUTRAL] Yeah, yes, sir, but yeah, so all you have to do is send it again. Now we do if you got access to the computer, we do have a website you can get set up on and uploaded your claim that way also and you can always check claim status. So would you like that website?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] No, I came a long way before all this technology. I don't do so good with that.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I, I understand. Yes, sir. Yes, sir. OK. Well, anyway, if you have any other questions, you just give us a call back and thank you, Mr. [PII] for calling American Public Life. You have a wonderful afternoon.
[CUSTOMER][POSITIVE] I'm gonna do. You do the same and I do appreciate your help. I, I sorry wasn't what I was looking for, but, uh, you, you might have can. I, I appreciate you.
[AGENT][POSITIVE] You're welcome. You have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you, you too. Yeah, bye.