AccountId: 011433970860
ContactId: bd9bbf4f-051d-4844-a838-513984857855
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 325910 ms
Total Talk Time (AGENT): 182074 ms
Total Talk Time (CUSTOMER): 138408 ms
Interruptions: 3
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/bd9bbf4f-051d-4844-a838-513984857855_20250416T21:46_UTC.wav
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[CUSTOMER][NEUTRAL] So what about that.
[AGENT][NEUTRAL] Thank you for calling MCL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] What?
[CUSTOMER][POSITIVE] Good afternoon how are you this afternoon?
[AGENT][POSITIVE] I am doing well how are you?
[CUSTOMER][NEUTRAL] And what is your name again?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Pay out, OK, I can't remember whether I talked to you about a week ago or not, but anyway.
[CUSTOMER][NEUTRAL] This is [PII], and I've been trying to get a claim form.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] For a month now and have not been able to get one.
[AGENT][POSITIVE] Oh my goodness, OK.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEGATIVE] And I don't understand why it taking so long.
[AGENT][NEUTRAL] Sure, OK, we can definitely take a look at that, [PII]. I'm sorry, I don't know if it was me that you spoke with or not, but we can find out here in just a minute.
[AGENT][NEUTRAL] Alright, uh, [PII], can I get a good, uh, call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have your policy number?
[CUSTOMER][POSITIVE] I do. I got it right here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] OK, it's 752-658.
[AGENT][NEUTRAL] OK thank you one moment please.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] It also limiting call or go online now for a free.
[AGENT][NEUTRAL] OK, and really quick, roger just gonna verify some information. Uh, can I get your date of birth please?
[CUSTOMER][NEUTRAL] Mine is [PII].
[AGENT][NEUTRAL] Yes sir, thank you and then uh what was that mailing address for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect thank you so much for verifying that. OK, so let's see, how did you, well first off, let's start with this. Do you have access to a desktop or a laptop computer, Roger?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And they were gonna just put me one in the mail and.
[AGENT][NEUTRAL] OK, so I do see that actually that was on [PII], uh, was when this latest one was submitted. Typically I would say to allow at least a couple of weeks, uh, for the mail, but if you would like, uh, because you're there in yeah you're in [PII].
[AGENT][NEUTRAL] Um, just because you know you never know with the mail, so for good measure I'll go ahead and submit another request for that. Worst case scenario you get more than you need, so I'll go ahead and get another one sent to you.
[CUSTOMER][NEUTRAL] But, but I mean
[CUSTOMER][NEUTRAL] But, but [PII], that that'll be 3. I mean it's been a month since I, I mean, and I, I, I'm not, it's not your fault, but I mean Browning Guns is locca is located in [PII].
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] I understand.
[CUSTOMER][NEUTRAL] And and I've got two correspondences from them after I talked to y'all.
[CUSTOMER][NEUTRAL] I mean so it don't take that long to get here in the mail.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Sure, absolutely, OK, and I do apologize for that, Roger. um, do you have an email address that I could email one to you and you could print one off?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] No, ma'am, uh, hey, I'm, I'm, I'm [PII], I'm [PII] old. I do good to say hello and goodbye on the phone.
[AGENT][NEUTRAL] There's nothing wrong with that. Just gotta ask.
[AGENT][NEUTRAL] OK, so again with that just being issued out on the [PII] there I would say I'm in less than a week so I would think that that's, you know, that one is good on its way, um, so I would imagine you get that one pretty soon. I would say no later than next week but again for good measure, I'll go ahead and um send another one to you again, worst case you'll get a couple now was this this was for the wellness, is that right or was it for actual cancer treatment?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, it was for a, uh, I had a, uh, on my PSA that's what it was for when I had my PSA done and it pays, I think $60 for that, I mean.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] And, and I, I had some, I have to take a shot with chemo in it once a year, but I mean y'all denied that you wouldn't pay anything on that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so then I, yeah, that's gonna be that wellness claim form. So I'll go ahead and again keep an eye out. You should be getting that one soon, but I'll go ahead and send another request, and I, I will be making a note of this. We do keep a paper trail of all this, um, so Asher, imagine you'd be getting it soon, worst case scenario. I'm not sure what else we can do, but, uh, you know, if, if you don't get it.
[CUSTOMER][NEUTRAL] So.
[AGENT][POSITIVE] I, I'd say this one about uh next week uh if you don't get it next week, give us a call back and we'll see what we can do about maybe getting something expedited. I don't know if that's possible, but we'll certainly do our best for you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] I'm sorry you've had to call so many times.
[CUSTOMER][NEUTRAL] Yeah, yeah, well, I ain't that's what I said I, I, it.
[CUSTOMER][NEGATIVE] It it it's not your fault, but I just don't understand why it's taking so long. I mean, I'm really.
[AGENT][NEUTRAL] No, I completely understand.
[CUSTOMER][NEGATIVE] I, I, I'm, I'm really saying it's such a hassle. I'm really thinking about canceling the policy.
[AGENT][NEUTRAL] I understand.
[CUSTOMER][NEUTRAL] I mean because I have to go through all this.
[AGENT][NEUTRAL] Yes, I'm so sorry you've been having to wait so long for it, but
[CUSTOMER][POSITIVE] So, but anyway, but I, I'll give, I'll, I'll give a few more days.
[AGENT][POSITIVE] OK, I appreciate that sir um I would say about next week and again if you haven't, give us a call back and we'll go from there.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK [PII] well thank you so much.
[AGENT][POSITIVE] All right thank you I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Yes ma'am you too bye bye.