AccountId: 011433970860
ContactId: d8a895dd-071b-4565-bb8b-a29c1965ce1e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204720 ms
Total Talk Time (AGENT): 71604 ms
Total Talk Time (CUSTOMER): 110655 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/d8a895dd-071b-4565-bb8b-a29c1965ce1e_20250218T18:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I just filed a claim online and I think I, um, I thought on the first one that there was um something missing, so I filed another claim. So I think I duplicated it.
[AGENT][NEUTRAL] OK, would you like for me to pull up?
[CUSTOMER][NEUTRAL] I didn't know how to go in there. I didn't, I didn't know how to go in and delete it, so.
[AGENT][NEUTRAL] OK, would you like for me to pull the image up and see what we received or if we received it as of yet?
[CUSTOMER][POSITIVE] Sure. Yeah, that'd be great.
[AGENT][NEUTRAL] OK, may I have your name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And Miss [PII], may I please have a call back number and then the policy number?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] The policy number would that be like the 0255329?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 0025.
[CUSTOMER][NEUTRAL] 53
[CUSTOMER][NEUTRAL] 293 M.
[CUSTOMER][NEUTRAL] As in Mary, L as in Larry 8.
[CUSTOMER][NEUTRAL] I have a 7 and an 8, but it'd be outpatient, so 8.
[AGENT][NEUTRAL] OK. And may I have your date of birth and the mailing address listed on file?
[CUSTOMER][NEUTRAL] It's uh [PII] and [PII].
[AGENT][NEUTRAL] Thank you and we do have an email address. Could you verify to make sure that's correct as well?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, and it does look like we did receive two claims.
[CUSTOMER][NEUTRAL] I believe they're the same. See, I didn't think the 3975 was on there.
[CUSTOMER][NEUTRAL] But when I went back to look at the statement, I realized that it was. And so,
[CUSTOMER][NEUTRAL] I thought that it wasn't, so I, I, I don't know.
[CUSTOMER][NEUTRAL] It was my first time doing it, so I just don't know what I'm doing.
[AGENT][POSITIVE] Oh it's no problem so these.
[CUSTOMER][NEUTRAL] But I think they're the same.
[AGENT][NEUTRAL] If they are the claim, once the examiner receives them, she will go through the first claim that we received in first and we will enter that information in and then if she was to look at the second one and they do match, then that's when um she was just um combine those claims together.
[CUSTOMER][POSITIVE] Thank.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] He or she should I say, I shouldn't just say she.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] He or she, yeah, I understand what you're saying. OK, so I don't have to worry about is there a way to delete it if that were to happen again or no?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] No, there's no no option of deleting we once we receive it, it's just a combination.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We would just combine them once we receive them.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] So if it's a duplicate she'll know that and she'll just.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][POSITIVE] OK, I just wanted to see what if there was a way to do it, so thank you for your help.
[AGENT][POSITIVE] OK, no problem. You're welcome, thank you so much for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thank you.