AccountId: 011433970860
ContactId: d7669628-aab3-46cd-bd61-cabe9a58994a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 328600 ms
Total Talk Time (AGENT): 156717 ms
Total Talk Time (CUSTOMER): 152164 ms
Interruptions: 3
Overall Sentiment: AGENT=2.1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/d7669628-aab3-46cd-bd61-cabe9a58994a_20250102T15:02_UTC.wav
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[AGENT][NEUTRAL] Hi, thanks for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Uh, yes, I had put in, uh, actually it was two claims. This was before [PII]. I had mailed them off and we hadn't heard anything, so I was just calling to check on that.
[AGENT][POSITIVE] Yeah, I'd love to help you with claim status today. Do you know your policy number?
[CUSTOMER][NEUTRAL] Yes, it is 483-244.
[AGENT][POSITIVE] Perfect and your, your name, ma'am?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you, Miss [PII]. Would you be able to verify for me your date of birth, please?
[CUSTOMER][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][POSITIVE] Wonderful.
[CUSTOMER][NEUTRAL] You said mine, not your.
[AGENT][NEUTRAL] Yes, yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And would you also be able to verify for me, Ms. [PII], your mailing address on file?
[CUSTOMER][NEUTRAL] Well, we, I'm not sure if we have it on the PO box. We have a [PII], or we have the whole, it's [PII] or [PII].
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Perfect and then um would you also be able to verify for me the email address on file?
[CUSTOMER][NEUTRAL] Uh, hopefully it's mine. It's [PII].
[AGENT][POSITIVE] Yes, that's correct, thank you so much, Ms. [PII] and um what's a good call back number just in case we got disconnected, ma'am?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Wonderful. Thank you, thank you. And let's see, what's the claim that you submitted, was it for yourself or somebody else in your family?
[CUSTOMER][NEUTRAL] It was actually for [PII], which is my husband, and then my son [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, I'm not showing that we received a new one for your husband. Let me check Gab real quick, and I'm not showing one from Gab that's come in yet either. You said you mailed it off before [PII]?
[CUSTOMER][NEUTRAL] That's weird.
[CUSTOMER][NEUTRAL] Yes, ma'am. It was before [PII].
[CUSTOMER][NEUTRAL] And let me give you the address I sent it off to because I called uh uh the HR which is through my husband's work that's where we get this from and got the address from them. Hold on one second. I wonder why yeah I hadn't received it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, absolutely.
[CUSTOMER][NEUTRAL] Let me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] The address was [PII].
[CUSTOMER][NEUTRAL] [PII] was the zip code and then [PII].
[AGENT][NEUTRAL] I am really sorry, that is not our claims address.
[CUSTOMER][POSITIVE] Oh my goodness. OK, that's why then.
[AGENT][NEUTRAL] Um, at all.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, let me uh.
[AGENT][NEUTRAL] And so like I don't even know where that is but I can give you our claims address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] Yes, this is, and I got this from from the HR department.
[AGENT][NEUTRAL] Maybe that's
[CUSTOMER][NEUTRAL] That's what's weird.
[AGENT][NEUTRAL] I have no idea. I just maybe that's our I, but I can give you our address for sure.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][POSITIVE] Yes, that that would work.
[AGENT][NEUTRAL] All right, do you have a pen and paper handy?
[CUSTOMER][NEUTRAL] Yes, I did.
[AGENT][NEUTRAL] OK, um, so you would address it to [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then we're gonna be sending it to [PII].
[AGENT][NEUTRAL] And that is in [PII]. Sorry.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Our zip code here is [PII].
[CUSTOMER][NEUTRAL] [PII] and you said the PO box is [PII]?
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][NEUTRAL] OK, OK, I guess I'll have to redo it then and send it off then it's a good thing I called because I wouldn't know.
[AGENT][POSITIVE] I'm so sorry, Ms. [PII], but I'm really glad we figured out exactly where it went, um, or at least what went wrong.
[CUSTOMER][NEUTRAL] Yes, yes, OK.
[CUSTOMER][POSITIVE] Yes, I will be sending it, I guess another one, another 2 for my husband and my son then and hopefully you'll get it this time.
[AGENT][POSITIVE] Perfect thank you so much and you can also um if you want I don't see that you guys have one set up but I can send you like um an email with like the how to set up one of our online accounts but you can actually like scan those in and upload them and then you don't have to worry about them going off in the mail and you get that confirmation like right away that it was received.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] OK, yeah, that would be great too.
[AGENT][POSITIVE] OK perfect let me send you it's gonna come to the email address on file yours um and it will give you like all the information on how to set up that online portal and then you can like you can do everything from there so it's pretty awesome but I'll get that coming your way, OK?
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] OK, thank you so much. What was your name, ma'am?
[AGENT][NEUTRAL] Yes, my name is [PII]
[CUSTOMER][POSITIVE] [PII], OK, thank you, [PII] so much. You have a great day.
[AGENT][POSITIVE] Hey, my pleasure. Thank you, my pleasure. Thank you, you too, and [PII].
[CUSTOMER][POSITIVE] Uh-huh, uh-huh. Bye-bye. [PII]. Bye-bye.
[AGENT][NEUTRAL] Bye bye.