AccountId: 011433970860
ContactId: fb34f346-f8d9-46eb-bc24-b543a1d70b0b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 379440 ms
Total Talk Time (AGENT): 132102 ms
Total Talk Time (CUSTOMER): 130248 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/fb34f346-f8d9-46eb-bc24-b543a1d70b0b_20250218T19:19_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] Excuse me. Good afternoon, [PII]. My name is [PII] and I mailed uh a couple of clients recently, uh, to
[CUSTOMER][NEUTRAL] Uh, uh, Jackson, Mississippi or Flowood or whatever, the PO box in [PII] that was on my claim form. Obviously, my claim form must be old, and, uh, and I called a few days ago and was told that that it's no longer in [PII]. So I'm calling to see if it's possible for you to check and see if maybe they forwarded them and if they've made it to where they're supposed to be.
[AGENT][NEUTRAL] OK, I can definitely see if the claims have been received. May I have a good contact number in case we're disconnected, [PII] and your policy number?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] And your policy number?
[CUSTOMER][NEUTRAL] Uh, I'm sorry. I'm actually driving. I don't have that. Could you look it up some other way, please?
[AGENT][NEUTRAL] Yes, I can look it up with your social as well.
[CUSTOMER][NEUTRAL] OK [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And [PII], are you the policyholder of the policy?
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And what's your last name?
[CUSTOMER][NEUTRAL] Excuse me, [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And is this for your cancer policy?
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] OK, here we go.
[AGENT][NEUTRAL] OK, and I have the policy here. I just need you to verify your date of birth, mailing, and email address on file.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is the verification of benefits, not a guarantee of payment. And so the claims that were sent in, they were for you or for your spouse?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh, actually I sent in one of each.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I sent them on the same date, and they were both uh Doctor [PII], a dermatologist.
[AGENT][NEUTRAL] So I'm checking on your husband's now. So the, no, it doesn't look like it's been received. The last um claim process for you was back in [PII], and I'm waiting for it to pull up your husband's now. His is [PII], so it hasn't been um received at Oklahoma on in [PII] um yet.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, do you have any idea? I mean, surely they would forward it, right?
[AGENT][NEUTRAL] Um, so let me see if there's a like a expiration on the forwarding. Hold on one moment.
[AGENT][NEUTRAL] OK, so, um, I was just looking at, we had the same issue or incident this morning. So, yes, all the mail is forwarded from the [PII] to [PII], I mean [PII]. So, um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Sorry, so yes, um, it was, it's finally been fixed.
[CUSTOMER][NEUTRAL] So it will get forwarded I just need to be patient.
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEUTRAL] OK, alrighty, well I won't mail it again then, but uh can you tell me so I could make a note, uh, what is the PO [PII] in the city and the zip that it should have gone to?
[AGENT][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. Zip code is [PII]. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's OK, right?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] OK, [PII] [PII]. OK, [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] Perfect, um, could you email me, uh, uh, a current claim form so I can replace mine?
[AGENT][NEUTRAL] Sure, and that um the email address we have on file, [PII]?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] All right, well, I'll go ahead and send this over to you now. And was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] Perfect
[CUSTOMER][POSITIVE] No, thank, uh, that's it thank you so much.
[AGENT][POSITIVE] Well, 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.