AccountId: 011433970860
ContactId: 0dabd740-f527-48bd-bb81-682dee217c3d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234289 ms
Total Talk Time (AGENT): 74557 ms
Total Talk Time (CUSTOMER): 67281 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/0dabd740-f527-48bd-bb81-682dee217c3d_20250515T18:03_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] Uh, I'm calling for my husband, [PII]. I need some claim forms so he can file a claim. He had, uh, cancers, uh, surgery a couple of weeks ago, and he's going back next week.
[AGENT][NEUTRAL] OK, well, I can definitely get some cancer forms, um, or cancer claim forms mailed out to you. May I have a good contact number in case we're disconnected in your name?
[CUSTOMER][NEUTRAL] OK, my name is [PII] and my phone number is [PII].
[AGENT][NEUTRAL] Thank you. And your policy number?
[CUSTOMER][NEUTRAL] Oh just a minute. I don't think I have it here. I don't have it. Uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't have that so can you.
[AGENT][NEUTRAL] Um, I can start with the social as well if you'd like.
[CUSTOMER][NEUTRAL] OK, can you look for it? OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And whenever you're ready.
[CUSTOMER][POSITIVE] OK, I'm ready. What do you want me to do?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I need your the either your whoever the policy is their full social.
[CUSTOMER][NEUTRAL] Oh my, oh my, oh, you want my, OK, that's [PII]. That's mine.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for the policies to populate here.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] And with the, the policy is in your name, I'm looking for your name, right?
[CUSTOMER][NEUTRAL] Oh, it's in his name, [PII].
[AGENT][NEUTRAL] OK, hold on one second. And it's [PII]?
[CUSTOMER][NEUTRAL] You mind
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, so let me use his information.
[AGENT][NEUTRAL] Here we go. I just found it, it's coming up now. Hold on one moment.
[AGENT][NEUTRAL] OK, and can you verify the mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and this is the address that you want us to send it to, correct?
[CUSTOMER][NEUTRAL] Yes, and I need 22 different uh uh claims because I've got to file two claims.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, you need 2 claim forms mailed?
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][NEUTRAL] OK. So I'll go ahead and have the cancer claim forms mailed to your home address here on file. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that's all I need today.
[AGENT][POSITIVE] Alrighty, well, thank you so much for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Uh, you too. Thank you.
[AGENT][POSITIVE] Thank you. You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] OK, bye bye.