AccountId: 011433970860
ContactId: bec8cbda-02a3-42cf-b449-389a6250e50f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 407399 ms
Total Talk Time (AGENT): 148890 ms
Total Talk Time (CUSTOMER): 112331 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/bec8cbda-02a3-42cf-b449-389a6250e50f_20250611T17:41_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, um, we submitted a claim on early May, um, and we haven't heard anything yet. I wanted to follow up on it.
[AGENT][NEUTRAL] OK, sure, I can assist you with claims. Um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII], and the phone number is [PII].
[AGENT][NEUTRAL] Mm thank you. Do you have the policy number, [PII]?
[CUSTOMER][NEUTRAL] Um, yeah, like the member ID number.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yep, it's M 052.
[CUSTOMER][NEUTRAL] 59289
[AGENT][NEUTRAL] Um, do you see the policy number with APL on the card?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] One second, 1 2nd.
[AGENT][NEUTRAL] OK. Mhm.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Policy number
[CUSTOMER][NEUTRAL] No, I just have a member number.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me have the spelling of your last name.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] That was [PII]?
[CUSTOMER][NEUTRAL] No, [PII], yeah, girl, [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Let me just find you with the name. One moment.
[AGENT][NEUTRAL] For security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] Yep, it's [PII]. Email address is last name [PII].
[CUSTOMER][NEUTRAL] And the home address is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And this claim was for which um member?
[CUSTOMER][NEUTRAL] Um, my daughter [PII], [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] How did you send the claim? Was it mail, fax, email?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Email
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I believe we mailed it as well. No I've mailed it and emailed it.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK, did you email the claim to customer support?
[CUSTOMER][NEUTRAL] Yeah, [PII] at 4 member services, uh, customer service supervisor, and she emailed back, thank you, I'll get this filed today on [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, um, Mr. Go here, uh, I don't see the client.
[AGENT][NEGATIVE] We have not received the claim.
[CUSTOMER][NEUTRAL] Uh, I mean, well.
[CUSTOMER][NEUTRAL] Me and [PII] at 4 member services that you did, uh.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm up and then this was the number.
[AGENT][NEUTRAL] Do, do you have a number to get in contact with her?
[CUSTOMER][NEUTRAL] No, just her email.
[CUSTOMER][NEUTRAL] Um, she provided this number to call, uh, for status.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, which this is the correct number to get claim status, um, and but I don't see any claims being submitted for under your account, um, so I'm not sure what happened to the claim, but it, we did not get it. Um, so if she can go ahead and send it again or if you want to go ahead and send it through mail or fax or um if she can send it, we can go ahead and process the claim, but we have not received it just yet.
[CUSTOMER][NEGATIVE] OK, so how do I get it to you guys then because that's this Mina person obviously didn't do their job. So what, what number or what emails do I send it to or addresses? I mean that.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, we don't take it by email, we, we take it via mail or fax, so um if you can fax it, the fax number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If you're gonna mail it, you can mail it to [PII].
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[AGENT][NEUTRAL] Um, we also have a website that you can go in and create an account if you want to just go ahead and do that, you can also upload it into your account if you want to go that route.
[CUSTOMER][NEUTRAL] OK, and what's the website?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] M like in the morning, [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today, Mr. Good here?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] OK, well thank you for calling APO. You're welcome.
[CUSTOMER][POSITIVE] Thanks bye.