AccountId: 011433970860
ContactId: c089d468-b25e-4940-9f03-732c53194ccb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 445500 ms
Total Talk Time (AGENT): 174433 ms
Total Talk Time (CUSTOMER): 225968 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/c089d468-b25e-4940-9f03-732c53194ccb_20250331T17:31_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII], and I had called earlier requesting some claim forms to be mailed in the mail. Uh, our printer is down and I have not gotten those claim forms yet. Um, I can give you our my policy number to verify that I do have insurance with you if you would like that.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes ma'am, Miss [PII], but first, what is a good callback number just in case we get disconnected I can get right back with you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And what is that policy number, please, ma'am?
[CUSTOMER][NEUTRAL] 00408307
[AGENT][NEUTRAL] Thank you. Do you mind verifying your date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm a [PII] baby too.
[CUSTOMER][NEUTRAL] 5
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] How about that? Yes, ma'am. My date of birth is [PII]. Let's see.
[CUSTOMER][NEUTRAL] How about that.
[AGENT][NEUTRAL] Let me check. In fact, I spoke with you on the [PII] and I think we put in that request, didn't we to.
[CUSTOMER][NEUTRAL] I thought so.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me just verify your mailing address again if that's OK.
[CUSTOMER][POSITIVE] That's great.
[AGENT][NEUTRAL] [PII], I mean [PII]?
[CUSTOMER][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, 2, I think I had to stop and think what my zip code was.
[AGENT][POSITIVE] Yeah, that's right.
[AGENT][POSITIVE] That's right, that's right.
[AGENT][NEUTRAL] Well, I, I can.
[AGENT][POSITIVE] Definitely request more be sent.
[AGENT][NEUTRAL] And now I'm gonna be honest with you because
[CUSTOMER][NEUTRAL] Yeah, I would have thought they would have gotten here. I've got all, I got all of the uh documentation that you and I talked about like uh hospital bill, diagnosis and all of that. So I needed to be able to mail it in with a claim form, so.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] I know I put that in.
[CUSTOMER][NEUTRAL] Uh, yeah, I, I remember talking to him.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I don't know. The mail is really slow, uh, but I
[AGENT][NEGATIVE] It is so slow.
[CUSTOMER][NEUTRAL] It is crazy. I mailed some boxes to my son, um, priority mail. It cost me $50 something dollars to mail some packages that had been delivered.
[AGENT][NEUTRAL] 50 something.
[CUSTOMER][NEUTRAL] Yeah, and it was, they were inadvertently sent to the wrong address. He lives in [PII]. So it took them one week to get from [PII] to about the [PII] area, um, exactly a week. And, and I paid priority mail. And I live at, at the top of [PII], so it wasn't like it had to go, uh, you know, to [PII] or somewhere. So it's crazy. I don't know.
[AGENT][POSITIVE] Oh my gosh.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] What the mail system is coming to and they just keep raising the price of stamps.
[AGENT][NEUTRAL] I know it's crazy.
[CUSTOMER][NEUTRAL] Somehow.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] All right, well I'm going to request that put in another request.
[AGENT][POSITIVE] And hopefully you'll get those.
[CUSTOMER][NEUTRAL] And I would could do them off the internet, but I don't have any uh printer access right now, so.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Or get it off. I don't know if it's say the internet, but get it online, but I can't do that right now.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] That's not a problem.
[AGENT][NEUTRAL] And I could email it to you um just to make sure that you have one and then if you email it to somebody that might could print it for you.
[AGENT][NEUTRAL] We can do that.
[CUSTOMER][NEUTRAL] Yeah, well, I mean, I'm not in a, uh, you could still do that but I'll just wait, wait for those to come in the mail and then I can uh um.
[AGENT][NEUTRAL] Huge rush.
[CUSTOMER][NEUTRAL] You know, go ahead and
[AGENT][NEUTRAL] You want me to email it to you though, just, just in case you can get somewhere.
[CUSTOMER][POSITIVE] Yeah you can.
[AGENT][NEUTRAL] Let me do that as well.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hang on just a second. That was for the cancer claim form.
[CUSTOMER][NEUTRAL] Now, this is for, uh, I don't know if the forms are different, but my husband, I was gonna send in some
[CUSTOMER][NEGATIVE] Oh my mind has just gone blank. Uh.
[CUSTOMER][NEUTRAL] When you have prostate cancer, the test you have, uh, to detect, uh, if your prostate numbers are up or not. Uh, anyway, I have those forms, and I have, he was diagnosed with tuberculosis, which I didn't realize was covered. And so I have all the documentation on that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So that's two different forms.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I would need both.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I'm gonna send you the cancer claim form and a critical illness claim form by email and request that those.
[CUSTOMER][NEUTRAL] Yes, that, that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] be mailed as well.
[CUSTOMER][NEUTRAL] They mailed also.
[AGENT][NEUTRAL] Now, we have looks like.
[CUSTOMER][POSITIVE] Sounds great.
[AGENT][NEUTRAL] [PII]'s email on file, would that be OK?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I'm doing that right.
[AGENT][NEUTRAL] And 2, at least if you have those forms, then you can on the first page of the instructions.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] And that way you can at least see what all is needed and you know, kinda make sure you're kind of getting everything together and.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, cause you don't know if the hospital sent everything with that was coded properly. They were very prompt in getting it to me, but there may be, you know, some missing information.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] And this you can at least review it.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm getting this now, so.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Anything else I can help you with, and I'm sorry you didn't receive it.
[CUSTOMER][POSITIVE] I greatly appreciate it.
[CUSTOMER][NEUTRAL] Yeah, I don't know. It's just crazy sometimes, so I just called you back.
[AGENT][POSITIVE] Well, I'm glad you did, and I'm glad I got to talk to you again.
[CUSTOMER][NEUTRAL] Yeah, yeah, you have a good day. It's kind of dreary over here.
[AGENT][NEUTRAL] Yeah, it's been dreary here, but I think the sun is finally trying to shine again.
[CUSTOMER][NEUTRAL] Well that'll be good cause it's kind of wet outside.
[AGENT][NEUTRAL] So we
[AGENT][NEUTRAL] Kind of wet and yucky, isn't it?
[CUSTOMER][POSITIVE] Yes, ma'am. Cool, a little bit chilly.
[AGENT][NEUTRAL] Yeah, it's chilly here in [PII] too.
[AGENT][POSITIVE] Well, it has been a pleasure to talk to you again, Ms. [PII], and call us back if, if you don't get it again, we'll.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I don't get it.
[AGENT][NEUTRAL] Just
[CUSTOMER][POSITIVE] Yes, ma'am, I will. And thank you so much.
[AGENT][POSITIVE] We'll keep sending it till the mail gets it to you. You may have 10 forms in one day.
[CUSTOMER][POSITIVE] As long as my brain allows me to keep up with all this stuff, I guess I'll be keeping up with it. So thank you so much.
[AGENT][POSITIVE] My pleasure, Ms. [PII]. Thank you for calling APL. I hope you have a wonderful day. You too. Thank you. Bye-bye.
[CUSTOMER][POSITIVE] OK. Have a good day.
[CUSTOMER][NEUTRAL] OK bye bye.