AccountId: 011433970860
ContactId: 2a06c7d5-d0b8-4e3c-a78b-473d092cad62
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1051459 ms
Total Talk Time (AGENT): 219209 ms
Total Talk Time (CUSTOMER): 193582 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/2a06c7d5-d0b8-4e3c-a78b-473d092cad62_20250124T17:15_UTC.wav
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[AGENT][POSITIVE] Good Morning, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, hello. This is uh [PII].
[CUSTOMER][NEUTRAL] Uh, policy number is.
[CUSTOMER][NEUTRAL] 017.
[CUSTOMER][NEUTRAL] 64342.
[AGENT][POSITIVE] Mm thank you. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Is the policy under your name?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Um, let me have that number one more time because it it didn't put your name.
[CUSTOMER][NEUTRAL] 01764342.
[AGENT][NEUTRAL] OK, may I have your name and date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] OK, let me do a name search. One moment.
[AGENT][NEUTRAL] May I have your address, Ms. [PII]?
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and I need um the email address on file for verification.
[CUSTOMER][NEUTRAL] Oh Lord, which one did I use then? That's [PII].
[AGENT][NEUTRAL] It's a [PII]. I don't know if you remember a Gmail.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] OK, OK, well, my [PII] is right for [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Yeah, that's correct. Thank you. OK, Ms [PII]. And how may I assist you with the policy?
[CUSTOMER][NEUTRAL] I am uh having surgery.
[CUSTOMER][NEUTRAL] Uh, next month, and I need um a claim.
[CUSTOMER][NEUTRAL] I guess plain paper if I.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I've never filed a claim under this policy. I don't know why.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So let's see.
[AGENT][NEUTRAL] OK, so you need the, the claim form to be sent out to you by mail or by fax or by email?
[CUSTOMER][NEUTRAL] she not tell me by mail.
[AGENT][NEUTRAL] By mail, OK.
[AGENT][NEUTRAL] All right, let me go ahead and get this ready to go out to you. Um, do you mind holding for me?
[CUSTOMER][NEUTRAL] No, no you.
[AGENT][POSITIVE] OK, thank you one. OK, thank you, one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Ms. [PII]. OK, I went ahead and send that request over so you should be receiving the form within 5 to 7 business days, OK?
[CUSTOMER][NEUTRAL] Oh, OK. Well, 5 or 7 didn't say that's a, that's a lot of things. Can you email it to me?
[AGENT][NEUTRAL] Yes, I can email it. Mhm.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm. OK. Let me go ahead and get that ready for you.
[CUSTOMER][NEUTRAL] So the insurance I have with you.
[CUSTOMER][NEUTRAL] If for help.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] The insurance I have with me is, is health insurance.
[AGENT][NEUTRAL] Well, it's a cancer policy and a critical illness policy. Those are the ones you have with us.
[CUSTOMER][NEUTRAL] OK, I have another one with you. [PII] is that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, let me give you the policy number.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] I had what I do, let me find it. Um.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, you emailed that to me, right?
[AGENT][NEUTRAL] Yeah, I'm, I'm working on the email for the form for the cancer policy.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] When you read it for me, you know, let me know.
[AGENT][NEUTRAL] Well, go ahead with the number.
[CUSTOMER][NEUTRAL] 0705.
[CUSTOMER][NEUTRAL] 181.
[AGENT][NEUTRAL] That's the policy number that you have for medical, 705181.
[CUSTOMER][NEUTRAL] Uh-huh, yes.
[AGENT][NEUTRAL] OK, let me pull another system one moment.
[AGENT][NEUTRAL] OK, so that is the same one as this one.
[AGENT][NEUTRAL] Yeah, this is the cancer policy.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah, it's the same cancer policy that I'm looking at. It's just um the number you have is the old number but we do have a new number here um.
[AGENT][NEUTRAL] So I'm sending you the one for the new number, but it's the same policy. Mhm yeah.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] You send it to my email?
[AGENT][NEUTRAL] OK. Yeah, I'm gonna, I'm working on the email because we have to uh create the email and I have to attach the form to it, so it's gonna be a minute, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah pass form.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK I'm waiting on the system.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you want to check and see if if you got it?
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] I'm hear anything come through though.
[AGENT][NEUTRAL] No, OK.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Let me check my junk mail.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] No, it's not in there.
[AGENT][NEUTRAL] OK, let me refresh in my end. One moment.
[AGENT][NEUTRAL] And the email address is [PII], correct?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Do you wanna go ahead and click on refresh and see if you got it?
[CUSTOMER][POSITIVE] OK, yeah. Caring and American public, yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, yes. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You sent me a claim.
[AGENT][NEUTRAL] Main form.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] It's attached to that email. It's an attachment.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] What is this down here.
[CUSTOMER][NEUTRAL] Um, there's some like plan uh.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] The cancel the claim form. Oh, that's the cancel claim form.
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] No from cancel claim for.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Is it
[CUSTOMER][POSITIVE] OK, good. Uh.
[AGENT][NEUTRAL] OK, is there anything else? Mhm, go ahead.
[CUSTOMER][NEUTRAL] No, we didn't have a life insurance if you did you.
[AGENT][NEUTRAL] Um, let me see if there's any life insurance.
[AGENT][NEUTRAL] Mm, I don't see a life insurance. Let me check the policy. No, I only have the cancer policy and the critical illness policy. Those are the only two.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] All right. Is there anything else I may help you with today, Miss [PII]?
[CUSTOMER][POSITIVE] No, I think that's it. I appreciate it, and you uh send those forms out to me.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Yes, I um emailed that one and then I went ahead and send the request for one to be sent out by mail, OK, to the mailing address. Mhm.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][POSITIVE] Alright then, that's it then. That's all. Oh, I get those I'll be good.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, OK. All right. Well, thank you for calling APL. You have a good day, OK?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] You too, you too, and thank you for being um.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Then
[CUSTOMER][NEUTRAL] Plays on
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] No problem. You have a good day. Mm bye-bye.
[CUSTOMER][NEUTRAL] I you.