AccountId: 011433970860
ContactId: f0e5e86e-e3ce-410a-9e0b-3d3e7157d681
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 325140 ms
Total Talk Time (AGENT): 81197 ms
Total Talk Time (CUSTOMER): 112909 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/f0e5e86e-e3ce-410a-9e0b-3d3e7157d681_20250619T14:40_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, um,
[CUSTOMER][NEUTRAL] I have a claim, so our um our policy ended.
[CUSTOMER][NEUTRAL] I think in April, but I had a claim before that.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] But I can't log in now because the system changed and it won't let me create a new.
[CUSTOMER][NEGATIVE] I, I, I don't think it would let me create a new one like it can't find me.
[AGENT][NEUTRAL] OK. May I
[CUSTOMER][NEUTRAL] So how do I, I, I wanna, I wanna submit. I got a letter that I need to submit.
[CUSTOMER][NEUTRAL] Some more documents, but I, yeah, I can't do that now because I can't log in.
[AGENT][NEUTRAL] May I have your name, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, the policy is under my husband though, [PII].
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Um, give me one second here.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Where is it?
[CUSTOMER][NEUTRAL] 01931074
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And [PII], could you please verify your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And you're trying to submit a claim for you or someone else listed under the policy?
[CUSTOMER][NEUTRAL] For, for me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And could you verify the mailing address that is listed on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then I do need to verify the email address that is listed as well.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Is it [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Is it [PII]?
[AGENT][POSITIVE] Yes, that will be correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're trying to see how to submit a claim since the policy is no longer active. The only options would be to fax it in or to mail it in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, fax it in.
[CUSTOMER][NEUTRAL] How, how do I do that?
[AGENT][NEUTRAL] You can submit it via fax.
[CUSTOMER][NEUTRAL] Like how, where do I?
[CUSTOMER][NEUTRAL] Sorry. So I get the fax, fax number. Mhm.
[AGENT][NEUTRAL] You need, you need the fax number?
[AGENT][NEUTRAL] The fax number is 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 94
[AGENT][NEUTRAL] 23
[AGENT][NEUTRAL] And that is attention claims department.
[CUSTOMER][NEUTRAL] OK, and then if I mail it.
[AGENT][NEUTRAL] You will submitted to [PII].
[AGENT][NEUTRAL] 248.
[AGENT][NEUTRAL] 950.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Is that what, is that the address in the, on the back of the card?
[AGENT][NEUTRAL] It should be.
[AGENT][NEUTRAL] Is that what's listed on the card?
[CUSTOMER][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] Oh, I don't have my card right now, but um it's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII], what is it again?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. You're needing the zip code?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And then just
[CUSTOMER][NEUTRAL] Same thing attention claims department.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] No, that, that's all, thank you.
[AGENT][POSITIVE] Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank