AccountId: 011433970860
ContactId: c2051ee9-6b5a-449c-9420-f5fb0cc32765
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 364040 ms
Total Talk Time (AGENT): 118863 ms
Total Talk Time (CUSTOMER): 220299 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/c2051ee9-6b5a-449c-9420-f5fb0cc32765_20250122T18:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning. This is [PII]. Uh, about 3 weeks ago, I seen a claim on my husband's cancer benefits and the, the number is [PII]. And I'm um.
[CUSTOMER][NEGATIVE] Maybe I need to pay to the claims department. I don't know, but I haven't heard anything and we've moved and I put the new address down, told them to send it after the [PII], but I haven't received it. I just wanna see it.
[AGENT][NEUTRAL] Who is on, whose name is on the policy?
[CUSTOMER][NEUTRAL] [PII], and it's for my husband, [PII]
[AGENT][NEUTRAL] Spell the last name
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And can you verify your date of birth and your mailing address for me?
[CUSTOMER][NEUTRAL] It is uh
[CUSTOMER][NEUTRAL] [PII] and my address now is [PII], I mean, yeah, just let me be sure I get that right. It's uh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] We have [PII]. And it's on my husband [PII].
[CUSTOMER][NEUTRAL] We have a wellness policy and he had a PSA cause he's had cancer. OK. Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me take a look now the before we proceed, the address that you gave me is different than what we have on file?
[CUSTOMER][NEUTRAL] Well, I told them to change it to this, so.
[AGENT][NEUTRAL] What was it before the change?
[CUSTOMER][NEUTRAL] It was on [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], same zip.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and so your new your new address is [PII].
[CUSTOMER][NEUTRAL] I to is.
[AGENT][NEUTRAL] And what's the [PII]?
[CUSTOMER][NEUTRAL] 205.
[AGENT][NEUTRAL] [PII], [PII].
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK, we can get that updated.
[CUSTOMER][POSITIVE] Um, I got it handy. OK. Now, I,
[AGENT][POSITIVE] Yeah, we can update that for you.
[CUSTOMER][NEUTRAL] OK. Well, is that what I put that address on there, I just send it to this address, uh, after the, OK.
[AGENT][NEUTRAL] Yeah,
[AGENT][NEUTRAL] Yeah, I show your your claim was received on the [PII] and so when they review the claim, uh, the address is generally updated but because you called prior to I'm gonna go ahead and update the address.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah, I I put it on the, the uh the new form, the form, uh, when I send it in and said after if they send it after the 30s to send it to [PII]. So, OK.
[AGENT][NEUTRAL] The new form
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I, it's been about 3 weeks, so I thought.
[AGENT][NEUTRAL] OK, because your [PII] address is on the claim form that I'm looking at. Oh, at the top though, but at the top.
[CUSTOMER][NEUTRAL] OK. Well,
[AGENT][NEUTRAL] I see at the top you do have the [PII] as your new address, so I'm gonna go ahead and get that updated real quick.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, thank you. I just understand what happened because usually I hear something. OK, and you know from the city or the um [PII] address.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] I'm, um, familiar with the [PII] area. We have relatives in that area.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you. Appreciate it, checking it and, and uh I'll probably hear something from you for long.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Yes, ma'am, and we did get your address updated to [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that might have been a problem, but I, I knew we was moving, we were assisted living.
[AGENT][NEUTRAL] What's your
[AGENT][NEUTRAL] Right. [PII], what's your phone number?
[CUSTOMER][NEUTRAL] [PII], it didn't change. We've had it.
[AGENT][NEUTRAL] OK, and do you have an email address that you can verify for me?
[CUSTOMER][NEGATIVE] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying that. OK, so we have you up your address is updated and everything and I show your claim was received and is in line for processing.
[CUSTOMER][POSITIVE] OK, thank you. Appreciate the help. Bye bye.
[AGENT][POSITIVE] All righty. You're welcome, Ms. [PII]. Anything else?
[CUSTOMER][POSITIVE] No, that's all, thank you.
[AGENT][POSITIVE] Oh, you're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Uh-huh. Bye-bye.
[CUSTOMER][NEUTRAL] They did receive it.
[CUSTOMER][NEUTRAL] And she want to know my new address and I said I put that in presses.
[CUSTOMER][NEUTRAL] And down below, she said, I see that now.
[CUSTOMER][NEUTRAL] So I got hold of somebody. Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Ms. [PII], did you have any other questions? I think the line is still connected.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] Oh, that's OK.
[CUSTOMER][POSITIVE] Oh, OK, thank you.
[AGENT][POSITIVE] You're welcome thank