AccountId: 011433970860
ContactId: f2e5a68c-97d2-47f7-8461-ef389382ef5e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 263000 ms
Total Talk Time (AGENT): 101395 ms
Total Talk Time (CUSTOMER): 126341 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/f2e5a68c-97d2-47f7-8461-ef389382ef5e_20250403T20:02_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, how are you doing?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, my name is [PII], yeah, [PII]. I was trying to, I had sent some information back to y'all and I didn't, I want to make sure it was submitted.
[AGENT][NEUTRAL] OK. What is your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And what's the policy number?
[CUSTOMER][NEUTRAL] 02414260.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And [PII], what's your date of birth and your mailing address?
[CUSTOMER][NEUTRAL] Uh, [PII], date of birth, mailing address [PII].
[AGENT][NEUTRAL] Uh, what's the city, state, and the zip code?
[CUSTOMER][NEUTRAL] City Mobile State [PII] zip code [PII].
[AGENT][NEUTRAL] OK, thank you and what's your email address we have on file?
[CUSTOMER][NEGATIVE] Well, I, I keep getting it screwed up. I can't remember which one it is.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Uh, is, I don't, yeah, because I did it so long ago and that because I tried to send it and they keep coming back that it's, it don't match neither one.
[AGENT][NEUTRAL] OK, it's a Gmail account.
[CUSTOMER][NEUTRAL] So I don't
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Well, on that it says.
[CUSTOMER][NEUTRAL] I have to pull up says [PII].
[AGENT][NEUTRAL] OK, that's the one that we have on file.
[CUSTOMER][NEGATIVE] OK, I guess because they when I call and uh try to get something off they call back they didn't wouldn't match or something that it wouldn't go through.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what did you send us, um, what additional information did you send?
[CUSTOMER][NEUTRAL] Oh, I sent that to y'all see I needed the itemized bill.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, then you need to record for the date of service.
[AGENT][NEUTRAL] OK, and what policy is this for?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] It's what I had, I had, uh, I had a stroke and it, it did.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] OK, so is this your critical illness policy?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, so right now I show that it is in the final review, so we did receive your information.
[AGENT][NEUTRAL] Um, and it's in its final review stage that took place on.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] When it went to final review, so you may wanna set us back, um, you can call back tomorrow, um, but it just started on the [PII], the final review today is just the [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, you could call back tomorrow at this time or you could call back next week.
[AGENT][NEUTRAL] For an update.
[CUSTOMER][NEUTRAL] OK, I just, I mean if it's.
[CUSTOMER][NEUTRAL] Yeah, if it's uh I just call back probably Monday.
[AGENT][POSITIVE] OK, that sounds good.
[CUSTOMER][NEUTRAL] Cause I that's what [PII].
[AGENT][NEUTRAL] Mhm. Just last Fri yeah, was that last Friday?
[CUSTOMER][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] Yeah, I think because I went back and I faxed all that stuff to y'all.
[AGENT][NEUTRAL] Yeah. That was actually Monday, this Monday.
[CUSTOMER][NEUTRAL] Well, I did it I think last Wednesday.
[CUSTOMER][NEUTRAL] OK, because that, that was Wednesday I sent it to y'all.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Uh-huh, let's see.
[AGENT][NEUTRAL] Uh-huh, the [PII].
[AGENT][NEUTRAL] And the yeah so it's in final review.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so, uh, OK, I just, I probably just, yeah, I, I just wait till Monday, Monday call y'all back Monday because I mean, I, tomorrow is Friday, so I ain't everything be busy start days.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right. Exactly.
[AGENT][NEUTRAL] Alrighty, so yeah, go ahead and give us a call, right, so go ahead and give us a call back next week and then we can give you an uh a status, an updated status if there be one.
[CUSTOMER][NEUTRAL] I know how it works.
[CUSTOMER][NEUTRAL] Oh, OK, all right.
[AGENT][POSITIVE] All right. All right. Thank you. Anything else?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No, that'll be all.
[AGENT][POSITIVE] Alright, [PII], thanks for calling [PII]. Have a good day.
[CUSTOMER][NEUTRAL] OK, you too.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye.