AccountId: 011433970860
ContactId: dd8b8a04-18f0-4bfc-921b-67a81e3a69ee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 433269 ms
Total Talk Time (AGENT): 184782 ms
Total Talk Time (CUSTOMER): 160393 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/dd8b8a04-18f0-4bfc-921b-67a81e3a69ee_20250408T20:52_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes. Uh, my name is [PII]. I'm calling for my husband, [PII]. Um, he has a policy with American Public Life, and he had left me a note to call requesting, uh, claims and claims form.
[AGENT][NEUTRAL] Rainforms
[CUSTOMER][NEUTRAL] A claims form for American public.
[AGENT][NEUTRAL] OK, uh, may I have a callback number just in case we get disconnect there, Miss.
[CUSTOMER][NEUTRAL] It's uh [PII].
[CUSTOMER][NEUTRAL] [PII] that's area code [PII].
[CUSTOMER][NEUTRAL] In [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, and do you have the policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Mm, I, I don't have it with me. He just left me a note and said he, he had to go pick up some other stuff and ask me if I would call.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And request some claims form. They said it had claims and form at the top of the web. No, that's at the top of the website.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK. Um, do you know what type of policy he has with us?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] It's covering um like my my mammogram and his other, uh, you know, appointments that he had, has had procedures.
[AGENT][NEUTRAL] Is it, uh, do you know if it's a cancer or is it a, a hospital indemnity or do you know what type of policy?
[CUSTOMER][NEUTRAL] Well, he had his um
[CUSTOMER][NEUTRAL] Well, I had a colonoscopy and an upper GI.
[CUSTOMER][NEUTRAL] [PII] and I, I had mammogram.
[CUSTOMER][NEUTRAL] And uh he just wrote me a little note that request a copy of the itemized statement showing procedure codes and diagnostic codes. He said that this form is needed for, for us to file a claim.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm, OK, um, but what I can do is go ahead and request uh for some forms to be sent out to you. I'm not really sure if that's gonna be what he needs.
[AGENT][NEUTRAL] Um, but I can go ahead and send some claim forms for wellness, OK? Um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes.
[AGENT][NEUTRAL] Yeah, OK, and you.
[CUSTOMER][NEUTRAL] Uh, you need me to give you the address again?
[AGENT][NEUTRAL] OK, um, do you want it to be sent by mail or faxed over to you?
[CUSTOMER][NEGATIVE] Well, my parents, well, we live out in the country and, and uh the electricity don't always work well.
[CUSTOMER][NEUTRAL] I suppose just mail it. Yes, ma'am.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK. Um, um, let me, I'm gonna have to pull his policy to get that address because he has to go to a policy address. Um, how do you spell the last name?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, bear with me just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said it was in [PII]?
[CUSTOMER][NEUTRAL] Ma'am.
[AGENT][NEUTRAL] You said it was in [PII]?
[CUSTOMER][NEUTRAL] No, ma'am. It's in [PII].
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Mean [PII].
[CUSTOMER][NEUTRAL] Zip code [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] And you said he is the main holder correct?
[CUSTOMER][NEGATIVE] You're breaking up. You said it's what now?
[AGENT][NEUTRAL] Is he the main holder of the policy? Can you hear me?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yes, his name was [PII].
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] OK, Ms. [PII], I'm not finding him with the, with the name, um.
[AGENT][NEUTRAL] Do you have any other information that I can use for his policy?
[CUSTOMER][NEUTRAL] Uh, his name.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEGATIVE] Any, any other information besides the name. I tried the name but it's not pulling anything up.
[CUSTOMER][NEUTRAL] OK. Uh, it was, uh, through the school system when he worked, that, that he, uh, had this policy.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I'll just have to wait until he, he gets back and call. He had to run out to the church.
[AGENT][NEUTRAL] Oh, OK. Yeah, if, if you can call us back and see if he maybe has a policy certificate somewhere or a booklet with the information, uh, that may have the policy number, um.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Yeah, I didn't find it with the name unless he has like a senior or junior or something on the name. Is it, do you know?
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] There's anything like that.
[CUSTOMER][NEUTRAL] He was a junior.
[AGENT][NEGATIVE] [PII], I can try that. Maybe that's why it's not fun.
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] OK, and how do you spell [PII] just to make sure I'm spelling it correctly?
[CUSTOMER][POSITIVE] [PII] like the direction.
[AGENT][NEUTRAL] Mhm, yeah, that's what I put in. OK.
[AGENT][NEUTRAL] Let me try Junior, OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] No, I still didn't pull anything up. Yeah. Yeah, if he, um, maybe when he comes back, if he can call us back and we can probably use his social or probably see if we can find them another way.
[CUSTOMER][POSITIVE] OK, alrighty.
[AGENT][POSITIVE] OK, I'm so sorry for that. You're welcome. Is there anything else I can help you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, ma'am. I think that's, that's all the instructions he had given me before he left.
[AGENT][NEUTRAL] Um.
[AGENT][POSITIVE] All right, well uh you have a good afternoon. My name is [PII].
[CUSTOMER][NEUTRAL] What was your name?
[CUSTOMER][NEUTRAL] OK. I'll tell him when he called.
[AGENT][POSITIVE] OK. All right. OK. Have a good afternoon. Bye-bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Bye bye bye bye.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yeah.