AccountId: 011433970860
ContactId: 05fd0fc5-08be-49b8-9a0e-64d7d750c2f6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179009 ms
Total Talk Time (AGENT): 57247 ms
Total Talk Time (CUSTOMER): 100524 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/05fd0fc5-08be-49b8-9a0e-64d7d750c2f6_20250623T18:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. My name is [PII] and I'm calling on my mom's behalf, uh [PII]
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEGATIVE] I have, she, she has a cancer.
[CUSTOMER][NEUTRAL] And I know she had this policy with y'all for a long time.
[CUSTOMER][NEUTRAL] So I'm, I was trying to, I don't trying to figure out what path I need to go to, to get things rolling or started.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Does she have a, do you have her policy number?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] You know what? I do not, uh.
[AGENT][NEUTRAL] OK, um, let me see.
[CUSTOMER][NEUTRAL] I just I have the pathology reports and uh.
[CUSTOMER][NEUTRAL] Basically that's all I have right now, sir, for.
[CUSTOMER][NEUTRAL] She's having trouble remembering stuff and right now, so I'm.
[CUSTOMER][NEUTRAL] Kind of hard. I can, uh, which I mean, I can work on getting that.
[AGENT][NEUTRAL] OK, um, let me, I can look it up by her name. Hold on just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and is she, is she available? Because I, I can only discuss with her or she has to give me permission to talk to you.
[CUSTOMER][NEUTRAL] Right, OK, no, ma'am, I, I can, uh, I'm at work right now. I will, uh.
[CUSTOMER][POSITIVE] I can call you. I can call y'all back whenever I'm around her or just a, a window, which I understand that uh.
[CUSTOMER][NEUTRAL] HPA stuff or or whatever but I will uh I I didn't, I well I got you on the phone is there when I do get around her and we call, is there anything other than this pathology report that uh.
[AGENT][NEUTRAL] Yeah, um,
[CUSTOMER][NEUTRAL] We would need
[AGENT][NEUTRAL] Um, it
[CUSTOMER][NEUTRAL] If I'm saying if I'm actually saying it right.
[AGENT][NEUTRAL] Yeah, so, um, you can go to [PII] and there's a cancer claim form that needs to be completed.
[CUSTOMER][POSITIVE] Perfect
[AGENT][NEUTRAL] It, um, have you already done that?
[CUSTOMER][NEUTRAL] OK, let me.
[CUSTOMER][NEUTRAL] No, ma'am, uh, you said [PII]?
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then um if you look under claims and forms, uh, there's a cancer cancer claim form and then you can print that off, um, and then when you get with her, uh, you'll you'll give us a call. We're open [PII] Central Standard to 6 p.m. Central Standard, so.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, alright well thank you very much and I will try to get that printed off and try to call you all back.
[AGENT][POSITIVE] OK, sounds good. Thank you so much, sir.
[CUSTOMER][POSITIVE] Yes ma'am thank you have a good day.
[AGENT][NEUTRAL] You too. Bye-bye.