AccountId: 011433970860
ContactId: dff2f123-fe08-4b13-a335-44cd8de9bcb1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184800 ms
Total Talk Time (AGENT): 37852 ms
Total Talk Time (CUSTOMER): 148378 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/dff2f123-fe08-4b13-a335-44cd8de9bcb1_20250429T15:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Yes, I feel real stupid because I think I figured it out while I was waiting on uh somebody to talk to. I have had cancer insurance with y'all since, oh, over 20 years and I have always sent my yearly claim when I have my mammogram done. That's the only claim I've ever sent in to get to get the payment for having the preventive.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I always send it to [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, this year I sent to [PII] and I got it returned to me, my claim, and uh I got to looking then after I.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh uh.
[CUSTOMER][NEUTRAL] Got it turned back and I noticed on my check from last year, the form that comes with it, it lists an [PII] post office box, and I live in [PII].
[CUSTOMER][NEUTRAL] And uh and this this phone number so I just need to verify where I need to send my claim.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, so that is correct. It would be [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, well, I have all my past ones and I noticed and I thought, oh my gosh, those have been coming some from [PII] since [PII].
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] And, but I thought, well, so many things are, and I noticed it last year because I, I made a notation, an [PII] number, and I, I thought, well, so many things are third party now and somebody, another company writes the checks and everything. I thought, well, maybe that's where the check comes from.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, OK, well I'll change all my information and if I need anything I call this number and uh mail my claims to the [PII] address then.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, ma'am. Just, yes, ma'am. Just give us a call if you have any questions.
[CUSTOMER][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and what was your name?
[AGENT][NEUTRAL] My name's [PII].
[CUSTOMER][NEUTRAL] [PII], thank you very, very much. I really appreciate it and feel real stupid, but like I said, so many things are third party now that I just sent it where I always did and uh that wasn't correct. OK, I'll get it corrected. Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Well, you you figured it out on your own, yeah.
[AGENT][POSITIVE] You're welcome. Yeah, thanks for calling APL. Bye.
[CUSTOMER][POSITIVE] OK, thank you. Appreciate it. Bye-bye.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm