AccountId: 011433970860
ContactId: f3e2d038-bde1-4e94-bdb9-14ef2be423d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 344750 ms
Total Talk Time (AGENT): 152982 ms
Total Talk Time (CUSTOMER): 98426 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/f3e2d038-bde1-4e94-bdb9-14ef2be423d8_20250226T19:41_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Yes, I'm not sure who I spoke with a while ago, but she was gonna call me back and I wasn't able to get to the phone.
[AGENT][NEUTRAL] OK, well, I can take a look.
[CUSTOMER][NEUTRAL] I'm probably
[CUSTOMER][NEUTRAL] OK, it's on policy number 02435615.
[CUSTOMER][NEUTRAL] Or [PII]?
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And may I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And Ms. [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. I just need you to verify your date of birth and the mailing address on file.
[CUSTOMER][NEUTRAL] Uh, my husband's is [PII], [PII].
[AGENT][NEUTRAL] Thank you. And may I have your date of birth? You're on the insurance as well.
[CUSTOMER][NEUTRAL] Mine is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And you said you were speaking with someone. Hold on one moment.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And it was today
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Just gonna look into the the claim and then call me back.
[AGENT][NEUTRAL] Do you remember the name of the person you spoke with?
[CUSTOMER][NEUTRAL] No, I sure don't.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, what was it in reference to? I don't see any notes here, but I can try to get someone from claims. What was, what was going on?
[CUSTOMER][NEUTRAL] She was gonna check to see what she could do because I had submitted the required uh information for a claim that was denied.
[CUSTOMER][POSITIVE] And I sent it via certified mail, and it shows it was already delivered to a PO box number, everything's correct.
[CUSTOMER][NEUTRAL] But she says that they hadn't received the check check with the supervisor and uh she was gonna check to see what the next step would be and call me back.
[AGENT][NEUTRAL] OK. Do you have the um tracking number and the mailing address that it went to?
[CUSTOMER][NEUTRAL] Tracking number is 9589071052700053.
[CUSTOMER][NEUTRAL] 284-935
[CUSTOMER][NEUTRAL] And they went to a PO box in [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] You went to a [PII].
[AGENT][NEUTRAL] Mm mm.
[AGENT][NEUTRAL] You may have to check with the post office. The reason I'm saying that is because I looked up the um tracking. It was, let me look, it was delivered to [PII]. Hold on one second. That's not our claims um PO [PII], but let me see if, if it could be the zip code for any of our, any other address, maybe, hopefully.
[AGENT][NEUTRAL] Hold on 1 2nd.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Now American Fidelity has a [PII].
[AGENT][NEUTRAL] Do you know the [PII] that it was sent to? Was it [PII]?
[CUSTOMER][NEUTRAL] On the form that it says to send the information says [PII].
[AGENT][NEUTRAL] Right, I know that's on the form, but the zip code that they delivered it to is different than our mailing address, so.
[CUSTOMER][NEUTRAL] Oh, I had it on there, [PII].
[CUSTOMER][NEUTRAL] On the receipt I'm looking for it says [PII].
[AGENT][NEUTRAL] Right, I understand what you're saying. Where they delivered it to is different. So I'm trying to figure out where this is that they delivered it to because it just says [PII] City and the zip code, which is wrong. So I'm trying to
[CUSTOMER][NEGATIVE] Mhm, so they messed up.
[AGENT][NEUTRAL] Right, so the first thing I would do is call them and try to get the PO box number that they delivered it to. The only address, it's not American Public Life, but it is American Fidelity, which is kind of like our sister company. They are also in [PII] and it is the zip code that they delivered it to, but their PO box number is [PII]. I'm wondering if they, if that's where they sent it to. That's our only address with that zip code.
[AGENT][NEUTRAL] But I would call and see if there's a way the post office or, you know, the
[AGENT][NEUTRAL] The postal department can tell you where they delivered it to because on the tracking it just says delivered PO Box and then [PII] and the zip code.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, no problem. Thank you.
[AGENT][POSITIVE] You're welcome. Was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] No, that will be it. Thank you.
[AGENT][POSITIVE] All right, thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Uh huh bye bye.
[AGENT][NEUTRAL] Bye bye.