AccountId: 011433970860
ContactId: 238bc364-5ff0-47c0-8e02-db442a09618c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 393329 ms
Total Talk Time (AGENT): 162777 ms
Total Talk Time (CUSTOMER): 158855 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/238bc364-5ff0-47c0-8e02-db442a09618c_20250421T17:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, hi, my name is [PII], and I need to get a form for a wellness mammogram, um, form to send in.
[AGENT][NEUTRAL] OK Miss [PII], I can help you with the wellness form um can you please give me your callback number, ma'am just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I'm sorry, yeah, I just went totally blank. I'm at work.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And then what is your policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 422951.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII], for security reasons, I'm gonna need for you to verify your date of birth for me.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Thank you, and then may I have your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] OK, um, address is [PII].
[CUSTOMER][NEUTRAL] Uh, phone number, uh, probably [PII].
[CUSTOMER][NEUTRAL] [PII] it's my home phone.
[CUSTOMER][NEUTRAL] Um, email is in [PII].
[AGENT][POSITIVE] Thank you I appreciate you verifying that information for me do you um have access to a computer?
[AGENT][NEUTRAL] Or you can download the form.
[CUSTOMER][NEUTRAL] I'm
[CUSTOMER][NEUTRAL] Um, no, but if you could fax it to me at work, that would work.
[AGENT][NEUTRAL] Uh, I think I can fax it. Let me see if there's a way for me to do that.
[CUSTOMER][NEUTRAL] I know I filled one out in fact back before but I don't have that number either.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Right, I can give you the phone number to fax it back to.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If you would like to take that down.
[CUSTOMER][POSITIVE] Yes, I would.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, I've got [PII].
[AGENT][NEUTRAL] No, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and let me go see if there's a way for me to.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Download the form and then try to fax it to you. I've never done it before, but we'll try to figure it out.
[AGENT][POSITIVE] If not, I can email it to you for sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well, I don't have a a.
[CUSTOMER][NEGATIVE] I don't have any way of printing it off at home.
[AGENT][NEUTRAL] OK, let's look and see. Let me find the wellness. Let me try to download it.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] I'm getting ready to play with it right here to see if I can do this.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Or can you print it off and then fax it?
[AGENT][NEUTRAL] It's gonna be just a second.
[AGENT][NEUTRAL] No, um, all of our faxes are through our computer system.
[CUSTOMER][NEUTRAL] Would that work?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, we don't have um the old.
[AGENT][NEGATIVE] Fax machines that we used to be able to walk over to we're not able to do that anymore.
[CUSTOMER][POSITIVE] Yeah, we still got those.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me see if I can.
[AGENT][NEUTRAL] Print it
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] Uh-huh. It's gonna let me do it. This is awesome. I, I figured it out. OK, what is your fax number?
[CUSTOMER][POSITIVE] Oh fantastic.
[CUSTOMER][POSITIVE] Oh good.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] OK, let me
[AGENT][NEUTRAL] Let me get this to go through real quick.
[AGENT][NEUTRAL] See if I can get it to work for us.
[AGENT][NEUTRAL] OK, I think I just sent it to you. I got it to work, Ms. [PII].
[CUSTOMER][NEUTRAL] You think that
[CUSTOMER][POSITIVE] Oh, great. OK.
[AGENT][POSITIVE] I appreciate you, um.
[AGENT][POSITIVE] asking for it to go by fax because I just taught myself something today and I appreciate that.
[CUSTOMER][NEUTRAL] You're welcome. Uh, it just takes a minute or two for anything to come in on this.
[AGENT][NEUTRAL] Yeah, it'll take a little while for it to get to you.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, um, the fax number that you gave me to send that in, do I put attention anyone in particular or?
[AGENT][NEUTRAL] You could put attention claims.
[CUSTOMER][NEUTRAL] Claims, OK.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And I can't remember. I've got a paper that came in the mail telling me about my results and it has the.
[CUSTOMER][NEUTRAL] Uh, date and everything that was done, is that what all I need to send in with it?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Fantastic.
[CUSTOMER][POSITIVE] Alrighty, well, when I get this thing I'm gonna make I'm gonna make some copies of this so I'll have it for next year.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Is there anything else, Ms. [PII], I can help you with?
[CUSTOMER][POSITIVE] All right. Well, thank you so much.
[CUSTOMER][POSITIVE] No. No, that's just what I needed. All righty, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, well, you have a wonderful day and I thank you so much for calling APL today.
[CUSTOMER][POSITIVE] You, you too, and I, it's making a noise so I think it's coming through now.
[AGENT][POSITIVE] Oh good, good deal. Let's get there then.
[CUSTOMER][POSITIVE] So, all right. Yeah, thank you so much. Bye bye.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You're welcome, Ms. [PII]. Bye-bye.