AccountId: 011433970860
ContactId: 0a8f072a-cc9c-4166-9d9f-69735eb95033
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110860 ms
Total Talk Time (AGENT): 51340 ms
Total Talk Time (CUSTOMER): 40516 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/2025/05/27/0a8f072a-cc9c-4166-9d9f-69735eb95033_20250527T19:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I, I called last week or so to get some claim forms for my husband for his cancer, and I never did receive them, so could you send me some claim forms for that?
[AGENT][NEUTRAL] Yeah, how do you need them sent in the email or you need them sent in the postal mail?
[CUSTOMER][NEUTRAL] Post post or mail.
[AGENT][NEUTRAL] OK, I just need the policy number please.
[CUSTOMER][NEUTRAL] OK, and I don't have that, uh.
[AGENT][NEUTRAL] That's OK. We can look it up. What's uh do you have the name it's under?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] is the last name.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And then if you could just verify his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And is the correct mailing address [PII]?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now I, I probably need two claims because he went, uh, twice so I, I'll have to file two claims. Can you send me, uh, claims for both of those?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm, I can send you up to I believe 3 at a time, so let me see.
[CUSTOMER][NEUTRAL] OK, well I need to at least.
[AGENT][POSITIVE] OK, yeah, so I can send you a couple that way you have an extra one just for your records as well.
[CUSTOMER][NEUTRAL] 00, OK.
[AGENT][NEUTRAL] Um, but yeah, give it a few days to go out. So I'll put in the request today and then it should be sent out this week, um, to you. OK.
[CUSTOMER][POSITIVE] OK. OK, thank, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] Bye bye.