AccountId: 011433970860
ContactId: e6131cb9-a2cd-4917-8839-6e1f2fc709fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242179 ms
Total Talk Time (AGENT): 62621 ms
Total Talk Time (CUSTOMER): 80560 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/e6131cb9-a2cd-4917-8839-6e1f2fc709fd_20250304T21:42_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is. May I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling uh policy policy number 2435615.
[CUSTOMER][NEUTRAL] And I have a claim number here.
[AGENT][NEUTRAL] OK, and your name is [PII]?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK one moment.
[AGENT][NEUTRAL] And how may I assist you today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, um claim number 3554511.
[CUSTOMER][NEUTRAL] I just wanna make sure you did receive the package with all the requested additional medical information.
[CUSTOMER][NEUTRAL] And my husband [PII].
[AGENT][NEUTRAL] And OK, and verify your date of birth and mailing address for me, please.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mine is [PII].
[AGENT][NEUTRAL] OK, and I apologize. What is that um claim number again?
[CUSTOMER][NEUTRAL] 3554511
[CUSTOMER][NEGATIVE] I had sent it via certified mail, but somehow the post office misplaced it or lost it, but supposed to be, I guess it was found, it says it was delivered.
[AGENT][NEUTRAL] OK, when was it sent? because I don't show any recent claims yet.
[CUSTOMER][NEUTRAL] Uh, 5 days ago I received the email from the post office saying that it was already delivered to the correct address on [PII].
[AGENT][NEUTRAL] Give me one moment.
[AGENT][NEUTRAL] OK, and what address was it sent to?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, that's our PO box. Um, I'm not sure how long it takes to get from the PO box until it comes to us, but, um,
[AGENT][NEUTRAL] For any certified, I would say do with the physical address, um, but if you want to give it a couple of days, it probably just not showing in our system. If it was sent by certified and you receive confirmation, I'll just give it a couple of days because I don't show it in our system.
[CUSTOMER][NEUTRAL] No, I
[CUSTOMER][NEUTRAL] Yeah, I didn't request the signature. I should have, but no, I did not request the signature because it went to a PO box number.
[CUSTOMER][NEUTRAL] Uh, but I did get confirmation from the post office. I had a tracking number that it was delivered.
[AGENT][NEUTRAL] OK. Well, I just don't see it in our system yet. So I would say give it a couple of days to show in the system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. I'll wait and I'll check back in a couple of days.
[AGENT][NEUTRAL] All right, Ms. [PII], and is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, that will be it.
[AGENT][POSITIVE] OK, uh thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you. Goodbye.
[AGENT][NEUTRAL] Bye.