AccountId: 011433970860
ContactId: f4df528c-d98a-4630-a5d9-c0a184fdc192
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 335359 ms
Total Talk Time (AGENT): 98413 ms
Total Talk Time (CUSTOMER): 84017 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/f4df528c-d98a-4630-a5d9-c0a184fdc192_20250224T19:15_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][NEUTRAL] Yeah, excuse me. Yes, ma'am. I need to get a claim form mailed to me, please.
[AGENT][POSITIVE] OK, I'll be more than happy to um get the claim form to you. And may I have your name and a good contact number?
[CUSTOMER][NEUTRAL] [PII], phone number [PII].
[AGENT][NEUTRAL] Thank you for that. And Mr. [PII], may I have your policy number?
[CUSTOMER][NEUTRAL] I don't have that handy.
[AGENT][NEUTRAL] OK, I can also search your policy with your social.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] I'm just waiting for the policies to pop up here. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No policy came up. Hold on one moment.
[AGENT][NEUTRAL] Can you spell your last
[CUSTOMER][NEUTRAL] Uh, it's probably under my, it's probably under my wife's name.
[AGENT][NEUTRAL] Oh, go ahead.
[AGENT][NEUTRAL] What's her name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It's always came under my name though.
[AGENT][NEUTRAL] And that
[AGENT][NEUTRAL] And [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] You said it's always come under your name though?
[CUSTOMER][NEUTRAL] I mean, every time I've given my name, uh, I've never had to, you know, give my wife's info or nothing like that. I just, you know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] And this is for American public life?
[CUSTOMER][NEUTRAL] Uh, through her.
[CUSTOMER][NEUTRAL] Employer [PII].
[AGENT][NEUTRAL] Let me try to go through the employer.
[AGENT][NEUTRAL] OK, here we go. Hold on one moment.
[AGENT][NEUTRAL] And which policy, um, the dental or the
[CUSTOMER][NEUTRAL] It's an accident policy.
[CUSTOMER][NEGATIVE] I fell and broke my leg.
[AGENT][POSITIVE] I'm sorry to hear that. I'm glad you're OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I found the policy here and I just need you to verify your date of birth and the mailing address on file.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] And is it, is it a physical address or mailing address, a PO box?
[AGENT][NEUTRAL] This is a physical address.
[CUSTOMER][NEUTRAL] I need it to go to a PO box, but the physical is [PII].
[AGENT][NEUTRAL] OK, but you needed to go to a different address?
[CUSTOMER][NEUTRAL] Well I needed to go to my mailing address. We don't get mail at a [PII].
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] I thought we changed that the last time.
[AGENT][NEGATIVE] Let me see, hold on one second. It doesn't look like it's saved.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Yeah, it hasn't been changed. Is Mrs. [PII] available? because she's the policyholder, I just need permission to change the address um for the mailing address.
[CUSTOMER][NEUTRAL] No, she's at work just keep it like it. I hope maybe the.
[CUSTOMER][NEUTRAL] Post office to get it put it in my box or box.
[AGENT][NEUTRAL] OK, so you want me to mail the accident claim form to the mailing address on file, um, the [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I'm gonna go ahead and send that request over now. And how many copies did you need?
[CUSTOMER][NEUTRAL] You know what, it probably wouldn't hurt to send me an extra just 2.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] So I'll go ahead and put that in for you now. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] That's it thank you.
[AGENT][POSITIVE] You're very welcome. Thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.