AccountId: 011433970860
ContactId: ca280770-319e-4f83-bcfc-4027dda1acb8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 798849 ms
Total Talk Time (AGENT): 288949 ms
Total Talk Time (CUSTOMER): 493090 ms
Interruptions: 4
Overall Sentiment: AGENT=2.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/ca280770-319e-4f83-bcfc-4027dda1acb8_20250401T17:29_UTC.wav
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[AGENT][NEUTRAL] Hi, thanks for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi [PII] my name is [PII] and the last time I called I spoke to a representative named [PII] and she told me if I had a problem, call her back and that I could ask for her now do do you want to do that or do you want me to just tell you my story?
[AGENT][NEUTRAL] OK, I can definitely get you to Ms. [PII]. I do just have to do the verification process with you first if that's OK for you.
[CUSTOMER][NEUTRAL] OK OK darling.
[AGENT][POSITIVE] Perfect. And let me see, um, do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, somewhere here. Oh golly, where did I.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][POSITIVE] I have it, yes, I do.
[CUSTOMER][NEUTRAL] I have my copy of the papers I was working on 768911.
[AGENT][NEUTRAL] Alright and.
[CUSTOMER][NEUTRAL] And that's my name is [PII].
[AGENT][NEUTRAL] Ms. [PII], and I'm so sorry. I think I just missed a number when I typed it out. Um, I have 76, would you just repeat the number for me one more time?
[CUSTOMER][NEUTRAL] Yes, you ready? 768-911.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] I missed that 8 M. Harrison. I'm sorry about that. Um.
[CUSTOMER][NEUTRAL] That's OK. I'm probably stutter. I, I had, uh, somebody named [PII] on the line, and my husband, who is ill, was in the bathroom and I've been waiting and got [PII], and he needed me and I had to hang up and start over. So, so we'll try again.
[AGENT][POSITIVE] Oh goodness.
[AGENT][POSITIVE] Well, yes, let's do it um.
[CUSTOMER][NEUTRAL] We will try
[AGENT][NEUTRAL] I'm sure you've been through this enough then, um, but I am gonna have to ask you, uh, if you could just verify me, Ms. [PII], your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. You're
[CUSTOMER][NEUTRAL] I just had a birthday.
[AGENT][POSITIVE] I know. I was just about to say happy belated, like congratulations and let's see, I do have to verify your mailing address on file as well real quick.
[CUSTOMER][POSITIVE] I did. Thank you.
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][POSITIVE] Wonderful thank you so much and I'm just reaching out to make sure [PII]'s in office today. Let's see if she's available.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I, I'd be happy for you to help me. I, I just.
[AGENT][POSITIVE] All right. And yeah, let me see what's going on. Let me see if there, if I can help you. Absolutely.
[CUSTOMER][NEUTRAL] OK. OK. On the [PII], I mailed a claim. Now, [PII] had told me to uh fill out, I had for a cancer thing, uh, skin cancers. And this was for my husband, [PII], and [PII] had told me, uh, part A is about me, part B is the patient.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I had to have uh pathology reports, an itemized bill with codes and dates of service. Got all that together, we mailed it by certified mail on [PII]. Today,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And we've been checking the mail to be sure, you know, we didn't get any anything today we get our packet that we mailed and certified. It had and and now I, I, I don't know where I got this number, but I, I did it [PII] [PII].
[CUSTOMER][NEUTRAL] And today it came back.
[AGENT][NEUTRAL] OK, I'm so sorry we updated our offices we're out of [PII] now.
[CUSTOMER][NEUTRAL] And it had been.
[CUSTOMER][NEUTRAL] Well, it went to [PII].
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] And it says, it, it said uh.
[CUSTOMER][NEUTRAL] The, the thing that had my that had the address covered up. I, I pulled it off so I could read what it said and it went to uh American Public Life Insurance [PII], [PII] City, [PII], and it has the zip and then it says return to sender.
[AGENT][NEGATIVE] Goodness, OK, I don't know why it would come back because that second one, that [PII], that is our claims address. So that's, it should have been taken from there when it came through.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] I don't know why it would return.
[CUSTOMER][NEUTRAL] Well, I, I had read on the bottom of one of the sheets, it had [PII] was one of the things. I knew [PII] was in the process somewhere, but uh tell me what to do now.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I mean I feel bad because like you've already like paid to send it certified but I'd recommend just resending it again to that [PII] or if it's not too many documents I mean I recommend faxing it um because that way you get that confirmation number um like that it's been received.
[CUSTOMER][NEUTRAL] And I
[CUSTOMER][NEUTRAL] OK. My daughter has, my daughter has uh fax capabilities at work and she is off today. She's off today, and right now, she's taking her dad to a doctor in [PII]. Uh, on the days that she can take off, she uh gets everything. So we have been to have blood work done, and he, of course, he tripped out on the driveway.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh goodness.
[CUSTOMER][NEUTRAL] And he messed up his knee. I mean, you, you just, you don't wanna really hear my story, but the, uh, and I'm old and I enjoy telling my stories.
[AGENT][POSITIVE] You can tell me. You're good.
[CUSTOMER][NEUTRAL] I was [PII]. I, I was [PII] on Saturday, but uh,
[CUSTOMER][NEUTRAL] Anyway, we've done that and now she's taking him to a doctor in [PII], which is about 15 miles away. So I'm, I'm sure she will fax it. Now tell me which one of these numbers do I tell her to fax it to? Just exactly.
[AGENT][NEUTRAL] Yes, absolutely. So, um, you'll make it attention to APL claims the same way you mailed it, right? That um attention line, but our fax number is 877.
[CUSTOMER][NEUTRAL] OK, no wait, do it one more time, baby. Go slow with me. OK.
[AGENT][POSITIVE] Yeah, you bet you let me know when you're ready and I'll be ready for you, OK?
[CUSTOMER][POSITIVE] I'm ready now for the number.
[AGENT][NEUTRAL] 877.
[CUSTOMER][NEUTRAL] But, but I start out well did she start out saying attention?
[AGENT][NEUTRAL] So typically you'd have like a cover sheet where you would just write the attention line to and on that cover sheet you can just put attention APL claims.
[CUSTOMER][NEUTRAL] OK, OK, it should say attention.
[AGENT][NEUTRAL] Mhm. Attention APL claims.
[CUSTOMER][NEUTRAL] AAPL claims, OK?
[AGENT][NEUTRAL] And then the fax number you'll want to send it to is area code [PII].
[CUSTOMER][NEUTRAL] area.
[CUSTOMER][NEUTRAL] Code like regular spelled area code.
[AGENT][POSITIVE] Oh, you don't even have to write that out. You can just start it with [PII] if you want.
[CUSTOMER][NEUTRAL] Like [PII].
[CUSTOMER][NEUTRAL] I already wrote does she need to put area code?
[AGENT][NEUTRAL] No, I was just saying, I was just saying it, um, it just starts at [PII].
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] You were just saying it to me.
[CUSTOMER][NEUTRAL] OK, I, I, I told you, honey, I'm old.
[AGENT][NEUTRAL] You're OK, you're OK. I just
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]. OK, now I know she knows how to send send fax.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK, so it that that's what you send it to and she's she just sends she just makes a copy of everything that we have in this folder.
[AGENT][NEUTRAL] Absolutely so what she'll do is it will like the machine will read it and like digitalize it and send it out to us through the fax and then you'll be able to keep the hard copy of all your originals. So if something happens you still have all your original paperwork and then.
[CUSTOMER][NEUTRAL] That we were mailing.
[CUSTOMER][NEUTRAL] OK, well, I, I had made copies, you know, on my, my plain little copy machine, but uh I will have the originals now.
[AGENT][POSITIVE] Oh, perfect. That's smart.
[AGENT][NEUTRAL] And then um when she sent the fax she should get a confirmation like it'll print out a little confirmation saying like your fax was received and it'll have a confirmation number and you'll want to hold on to that because if something were to happen and we couldn't find like the fax didn't come through we can troubleshoot on our end and try to look it up with the confirmation number and then the date and time stamp that's printed out on that paper so you'll wanna hold on to that confirmation, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Well, uh, you know, I've never met [PII], but tell her, she helped me so much that first day that, uh, but she forgot to tell me that it had to go to [PII].
[AGENT][NEUTRAL] Oh
[CUSTOMER][POSITIVE] But she was, she was so helpful. Oh Lord, if I'd gotten somebody that could, that didn't understand me, I, I, like I say, sometimes I have problems.
[AGENT][POSITIVE] Well, I'm really glad to hear that about, I think Ms. [PII] is really sweet, so I'm very glad she took good care of you.
[CUSTOMER][NEUTRAL] OK, now.
[CUSTOMER][POSITIVE] 00, she's, I, I just, she relieved so much anxiety for me that day. And uh when I was working on it, anyway, and you, you are [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Is that right? No.
[CUSTOMER][NEUTRAL] AL yeah well you know what that actually was the one that I had to hang up on.
[CUSTOMER][NEUTRAL] Because my husband was in the bathroom. Yeah. But anyway,
[AGENT][POSITIVE] Oh, goodness.
[AGENT][NEUTRAL] Well,
[AGENT][POSITIVE] She'll be OK. I'm glad I got to talk to you.
[CUSTOMER][NEUTRAL] I I guess that that's all I need.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Well, I thank you, [PII] and uh it was a pleasure to, it was a pleasure to talk to you and, and I hope I don't have to call you back though.
[AGENT][POSITIVE] My pleasure.
[AGENT][POSITIVE] Well me too, but if you do we're always here so don't worry just call us, we'll do our best for you.
[CUSTOMER][NEUTRAL] So you take.
[CUSTOMER][POSITIVE] Thank you so much. Bye-bye. Wait, wait, I have one other question.
[AGENT][POSITIVE] My pleasure. Bye-bye. Oh.
[AGENT][POSITIVE] Yes, bring it on.
[CUSTOMER][NEUTRAL] How long, how long should we, when should we look for a response for from the claim if you know like we've got everything here well when should we get a response from it uh like a check.
[AGENT][POSITIVE] Oh yeah, no, that's a wonderful question. So, um, what you're gonna wanna do is after you get that that faxed claim, you might even give us like 48 hours and give us a call to make sure we see it on our end, um, and that everything went through just fine.
[AGENT][NEUTRAL] But once we have it received on our side, like it goes through imaging and gets indexed because we have humans that do that, not computers so they like look at it and assign it to the right policy so once it goes through that process, it's typically 10 to 15 business days from there.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, so call in about 48 hours to be sure you got it and uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 10 to 14 days for response.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Perfect and then.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Yes, it's my pleasure and if you need anything else, just don't worry, reach on out to us we're always here for you.
[CUSTOMER][POSITIVE] OK, thank you so much bye bye.
[AGENT][POSITIVE] My pleasure. You take care. You have a great day, Ms. [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye bye.