AccountId: 011433970860
ContactId: 2a127c8b-4410-43cc-88d4-070fd5d07c45
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 303790 ms
Total Talk Time (AGENT): 67662 ms
Total Talk Time (CUSTOMER): 156888 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/2a127c8b-4410-43cc-88d4-070fd5d07c45_20250519T17:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, uh, my name is [PII].
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] Um, my, um, policy number is 104774.
[AGENT][NEUTRAL] OK, Mr. [PII], can you verify your date of birth and address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK. How can I help you today?
[CUSTOMER][NEGATIVE] I, uh, misplaced the, the paperwork to file on my cancer.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Uh, injections that I get each, each month.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I haven't been able to file I think since November if you'll see my record there, nothing has been filed since November.
[AGENT][NEUTRAL] Um, do you want me to send you the claim form, or?
[CUSTOMER][NEUTRAL] Uh, well, there used to be a cover.
[CUSTOMER][NEUTRAL] Cover form that that we had to attach.
[CUSTOMER][NEUTRAL] Attached to it which it showed uh.
[CUSTOMER][NEUTRAL] When, when
[CUSTOMER][NEUTRAL] Yes, can you send me those forms?
[AGENT][NEUTRAL] Yeah, absolutely. Um, do you want me to mail them to your home address?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] I'm, I'm sorry.
[CUSTOMER][NEUTRAL] Uh, I've rented rented that house and uh.
[CUSTOMER][NEUTRAL] I'm, I'm at [PII].
[AGENT][NEUTRAL] OK, um, is your spouse available? It looks like she's a.
[CUSTOMER][NEUTRAL] And, and, and look.
[AGENT][NEUTRAL] It is. OK.
[CUSTOMER][NEUTRAL] Yeah, she
[CUSTOMER][NEUTRAL] Um, she's.
[CUSTOMER][NEUTRAL] You know, he's got some dementia going on.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] Yeah, she's the insured and I'm I'm her spouse.
[AGENT][NEUTRAL] OK. Um, since she's the insured, she's the only one that can
[AGENT][NEUTRAL] Um, change the address? Would she be able to do that?
[CUSTOMER][NEUTRAL] Uh, not, not right now. She's at a doctor's appointment.
[AGENT][NEUTRAL] OK. Do you know what?
[CUSTOMER][NEUTRAL] But I'll, I'll, uh, I'll call you and.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you know what the email address is? I could email them.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Uh, yes, um.
[CUSTOMER][NEUTRAL] The uh
[CUSTOMER][NEUTRAL] Email address.
[CUSTOMER][NEUTRAL] It's uh [PII].
[CUSTOMER][NEUTRAL] M R U B E N.
[CUSTOMER][NEUTRAL] 44
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so that was [PII]?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] [PII] is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, perfect. OK, um, Mr. [PII], I'll get those emailed over to you, so look out for those, and then if you'll fill those out and you can attach your claims to them and get them submitted.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright now do they have to be mailed to, uh, [PII] or to you guys in?
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] [PII], yes.
[CUSTOMER][NEUTRAL] So am I talking to you in [PII] or [PII]?
[AGENT][NEUTRAL] This is [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, yeah, if you'll just, uh, email all the paperwork that I need to submit, uh, even if it, if there's a cover letter that that used to used to show I think when I came up with the cancer and who treated me and that kind of stuff.
[CUSTOMER][POSITIVE] It's just everything that I would need if you can send that to me I appreciate it.
[AGENT][NEUTRAL] OK, uh, I'll send over the claim, yeah, I'll send over the claim form and it'll tell exactly what we need you to submit to get um that reimbursed, OK?
[CUSTOMER][NEUTRAL] Uh, email it to me.
[CUSTOMER][POSITIVE] Alright, thank you so much.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.