AccountId: 011433970860
ContactId: ce37642a-2355-495a-83bf-025936b9e4ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 308600 ms
Total Talk Time (AGENT): 94257 ms
Total Talk Time (CUSTOMER): 115851 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/ce37642a-2355-495a-83bf-025936b9e4ce_20250312T14:21_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, my name is [PII] and I'm calling um to verify if you received the forms on the claim for my husband.
[AGENT][NEUTRAL] OK, spell your first name?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Spell your spell spell your first name for me.
[CUSTOMER][NEUTRAL] [PII] Last name is [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] 243-561-5
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Give me one moment.
[AGENT][NEUTRAL] [PII], what is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what type of policy is this?
[CUSTOMER][NEUTRAL] It's an accident.
[AGENT][NEUTRAL] That you're calling on? OK, OK.
[CUSTOMER][NEUTRAL] Accident?
[AGENT][NEUTRAL] And you're calling to verify if we've received the documentation for [PII] what documents was.
[AGENT][NEUTRAL] What documents?
[CUSTOMER][NEUTRAL] I know it was denied, but then we mailed several other documents.
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEGATIVE] That was requested, and then I mailed it and uh I sent it via certified, but not with a signature. And the post office kept saying that it was delivered, but whenever I've called you, I say I haven't received anything.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I called last week and I was told it takes.
[CUSTOMER][NEUTRAL] A few days to look into it, I said, OK, well I'll call next week and that's why I'm calling back again today.
[AGENT][NEUTRAL] OK, but did they say who it was delivered to?
[AGENT][NEUTRAL] I mean, is there a billing address or a mailing address?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I sent it to the PO box on the form.
[AGENT][NEUTRAL] Which is
[CUSTOMER][NEUTRAL] But they're telling me they
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] Because I'm not showing anything received since the claim was processed.
[AGENT][NEUTRAL] And so you said that you mailed it um.
[AGENT][NEUTRAL] You didn't say you overnighted it, but you sent it in what way?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] It certified they said just said certified it was going to.
[AGENT][NEUTRAL] Certified
[AGENT][NEUTRAL] OK, certified mail, and did you request a certified receipt?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I have a certified receipt here.
[AGENT][NEUTRAL] OK, and does it show?
[CUSTOMER][NEUTRAL] But I've already
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] But it doesn't require it required a signature because it went to the PO box number. I just wanted to make sure you received it.
[AGENT][NEUTRAL] You said it did not require a signature or it did?
[CUSTOMER][NEUTRAL] And the post office there saying that you
[CUSTOMER][NEUTRAL] No, it did not. They say it didn't, it wasn't going to have a signature because it's going to a PO box number.
[AGENT][NEUTRAL] OK, and can you verify the PO box number it was sent to?
[CUSTOMER][NEUTRAL] Oh, whatever's on the form, uh, just a second.
[AGENT][NEUTRAL] OK. I just want to clarify.
[CUSTOMER][NEUTRAL] Yeah, yeah, I've been calling and I've been clarifying it's the right PO box number.
[AGENT][NEUTRAL] OK, so, so as of today it has not been received, so there has to be something with the delivery is where I'm trying to go with it. So I'm just trying to verify checking points.
[CUSTOMER][NEUTRAL] OK, that's fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] OK, but I'm just saying because it's getting frustrated and my husband getting frustrated. He's already mentioning bringing in an attorney even though it's a small amount, but it's not, he's not happy with what's the outcome.
[AGENT][NEUTRAL] But I mean there's nothing that we can do if we've not received the documents. I mean we didn't I mean they were delivered by the post office.
[CUSTOMER][NEUTRAL] Mhm. Well, the reason it was denied at the beginning, the reason it was denied at the beginning is not that either.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right, yeah, I think for additional information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Well.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEGATIVE] You cut out on me, [PII].
[CUSTOMER][NEUTRAL] I said he's gonna contact his attorney, he said, so I don't know, we'll see what the attorney says, thank you. Uh-huh.
[AGENT][NEUTRAL] OK. All right.
[AGENT][POSITIVE] OK, you're welcome and thank you for calling APL. No other questions, have a good day.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Goodbye.