AccountId: 011433970860
ContactId: fc5c4a0b-6a29-40bd-aaa0-120b2b711d76
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 270660 ms
Total Talk Time (AGENT): 69046 ms
Total Talk Time (CUSTOMER): 178171 ms
Interruptions: 4
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/fc5c4a0b-6a29-40bd-aaa0-120b2b711d76_20241231T18:04_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I was wondering if maybe you could help me or guide me in the right direction. Um, I received a confirmation um from a claim that I had submitted and that confirmation was sent to an address that I do not live at.
[AGENT][NEUTRAL] When you say confirmation.
[CUSTOMER][NEUTRAL] And I was contacted by.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] You said a confirmation email or?
[CUSTOMER][NEUTRAL] It it's uh it's
[CUSTOMER][NEUTRAL] Uh, no, it's actually, uh, a letter of the uh regular US mail.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And and it's and it's just basically letting me know that they received my claim and they're starting to uh uh research that but it was sent to the wrong address, um.
[AGENT][NEUTRAL] Got it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's your policy number, [PII]?
[CUSTOMER][NEUTRAL] And and I was just curious on.
[CUSTOMER][NEUTRAL] Uh, like, hold on a second here. Let me tell you. I just gotta grab.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just got to grab my 4.
[CUSTOMER][NEUTRAL] It is 0224.
[CUSTOMER][NEUTRAL] 2551
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And [PII], verify your date of birth and your mailing address for me.
[CUSTOMER][NEUTRAL] Of course it's my uh date of birth is [PII] and my mailing address is [PII].
[AGENT][NEUTRAL] And your email address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you for verifying that for me, [PII]. OK, so the address that you verified, is that your current address?
[CUSTOMER][POSITIVE] Sure, no problem.
[CUSTOMER][NEUTRAL] Yes, that's my current address and um.
[CUSTOMER][NEUTRAL] When I filed the claim, I believe it asked me for my address and I input that um but the letter that came via mail um.
[CUSTOMER][NEUTRAL] It's addressed to a different address with my name on it. It's an address that I lived at like 3 years ago, so I don't know how they would send that to that.
[AGENT][NEUTRAL] OK. When did you?
[AGENT][NEUTRAL] Did you just recently update your address?
[CUSTOMER][NEUTRAL] No, no, I, I've never sent anything to APL with uh the address other than the [PII], so I don't know how they got an address from 3 years ago.
[AGENT][NEUTRAL] OK. Did you email us something in December to change your address?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Because um I had um these type of benefits through a different provider and through my employer um they have changed the companies in which I file my claims through and they and um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] APL was one of the providers so I was just.
[CUSTOMER][NEGATIVE] Concerned that they were sending mail to the wrong address.
[AGENT][NEUTRAL] OK, so we received your claim on the [PII] and noted at that time that the address on the claim was different than the address in our system, so we did update your address on the [PII].
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK good OK OK good I just wanted to make sure that I'm not missing any mail that's coming to me regarding the claim so it sounds like it's been rectified.
[AGENT][NEUTRAL] Right, because have you received explanation of benefits from us?
[AGENT][NEUTRAL] Yeah, there was a
[CUSTOMER][NEUTRAL] Um, I haven't yet. I think.
[CUSTOMER][NEUTRAL] Um, I don't think, let me see here.
[AGENT][NEUTRAL] Show one that was processed on [PII] and one on [PII].
[CUSTOMER][NEUTRAL] Yes, I, I believe, yes.
[CUSTOMER][NEUTRAL] Yes, yes, yes, yes, correct, I, I am looking at that now.
[AGENT][NEUTRAL] OK, and those are the only claims that I see for you.
[CUSTOMER][POSITIVE] OK, OK, great. OK, well thank you very much for helping me with this situation. I do appreciate it.
[AGENT][NEUTRAL] Oh, you're welcome, [PII]. Did you have any other questions?
[CUSTOMER][NEGATIVE] No, I don't thank you so much and happy [PII].
[AGENT][POSITIVE] You too, thank you for calling APL have a good day.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] You too bye bye.