AccountId: 011433970860
ContactId: e49123a4-077b-4360-a5d0-d79fe82a1cd5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 288059 ms
Total Talk Time (AGENT): 103053 ms
Total Talk Time (CUSTOMER): 108074 ms
Interruptions: 1
Overall Sentiment: AGENT=-0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/e49123a4-077b-4360-a5d0-d79fe82a1cd5_20250113T19:38_UTC.wav
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[AGENT][NEUTRAL] But.
[CUSTOMER][NEUTRAL] The whole
[AGENT][NEUTRAL] [PII], how may I help you?
[CUSTOMER][NEUTRAL] Yeah, may you answer the door for me, please?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, this is [PII] with American Public Life. How, how may I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. OK, my name is [PII]. I'm calling to
[CUSTOMER][NEUTRAL] About the claim from my insurance.
[AGENT][NEUTRAL] OK, I can. OK, I can help you. Are you're the policy holder?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Can you spell your first name for me, please?
[CUSTOMER][NEUTRAL] My first name is [PII].
[AGENT][NEUTRAL] And what's your policy number?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Oh, hold on, hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My policy number is 0243.
[CUSTOMER][NEUTRAL] 2636.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, give me one moment to pull up your uh file, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And is the claim for you or dependent [PII] actually let me go ahead and verify your date of birth and your mailing address please.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] And my, my current address is [PII].
[CUSTOMER][NEUTRAL] [PII] zip is [PII].
[AGENT][NEUTRAL] And what's your email address on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for that information. And is the claim for yourself or a dependent?
[AGENT][NEUTRAL] Oh you're the only one? OK, you're the only one. OK. OK. And do you have the date of service?
[CUSTOMER][NEUTRAL] And for for myself.
[CUSTOMER][NEUTRAL] For myself.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, date of service, uh.
[AGENT][NEUTRAL] Oh, this, I'm sorry, this is actually your disability policy?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so did you upload some documents or send in some documents on the [PII] and the [PII]?
[AGENT][NEUTRAL] Of January? OK, so I do show that they're in your file in line for for processing.
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So they're not the review isn't complete at this time but but they're next in line for processing.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so, but I want, I want to see if you could um.
[CUSTOMER][NEUTRAL] Please connect me to the other side or, or to the, to the link.
[AGENT][NEUTRAL] What information did you need?
[CUSTOMER][NEUTRAL] I need to find out what is the next step. I want to know if they, they got everything.
[AGENT][NEUTRAL] OK. What did you, did you send in the insured statement?
[CUSTOMER][NEUTRAL] That they called for
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so they were looking for the insured statement on the last, uh, document that you received?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So there's, there's two documents. What are the two documents? One is for the insured statement. What's the other one?
[CUSTOMER][NEUTRAL] Yes, I
[CUSTOMER][NEUTRAL] The other one was.
[CUSTOMER][NEUTRAL] But yeah I want me to uh
[CUSTOMER][NEUTRAL] To sign and and uh update both of them in front of me and so.
[CUSTOMER][NEUTRAL] I see that they receive both of them, but I want to know what would be the next next step.
[AGENT][NEUTRAL] OK, so then it's ready to be reviewed, so they're in line, they're next in line for review.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So that's the next step.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK then, OK then, that's all then, bye.
[AGENT][NEUTRAL] OK, well, thank you for, all right, [PII], if no other questions. Now, did you sign the forms?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Call me quick.
[AGENT][NEUTRAL] The the first one, the first ones you sent, they weren't signed, so you sent them again on the [PII]. Let me.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] I don't take my. I won't.
[AGENT][NEUTRAL] Let me look at the ones that came in on the [PII].
[CUSTOMER][NEUTRAL] Yeah, could, could you please, could you please hang up? Could you please hang up?
[AGENT][NEGATIVE] I can't hang up on you. You have to disconnect.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Just
[AGENT][NEGATIVE] Yeah, I can't hang up on you.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Sir, are you still there?