AccountId: 011433970860
ContactId: 2dd6a069-7aff-4031-a495-a2f7db8c1491
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169820 ms
Total Talk Time (AGENT): 91881 ms
Total Talk Time (CUSTOMER): 59674 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/2dd6a069-7aff-4031-a495-a2f7db8c1491_20250624T14:24_UTC.wav
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[CUSTOMER][NEUTRAL] He bears.
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] 41.
[CUSTOMER][NEUTRAL] Hi [PII], I needed to see if I could get a form whichever form we need to submit for um a claim.
[AGENT][NEUTRAL] OK, yeah, um, I could get a claim form to you, um, what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] Uh, name is [PII].
[AGENT][NEUTRAL] OK, and then [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm callback number is [PII].
[AGENT][NEUTRAL] OK, thank you and then uh do you have your policy number?
[CUSTOMER][NEUTRAL] I don't have the policy number, um.
[AGENT][NEUTRAL] This is for your uh policy though, correct?
[CUSTOMER][NEUTRAL] On me
[CUSTOMER][NEUTRAL] Um, well, it's for my mom's.
[AGENT][NEUTRAL] OK, um, let's see.
[AGENT][NEUTRAL] Do you know what kind of policy it is?
[CUSTOMER][NEUTRAL] Yeah, it's a supplemental cancer policy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, was it for uh cancer treatment or was it for the wellness benefit?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, cancer treatment.
[AGENT][NEUTRAL] OK, so if you'd like I can just send you that claim form. Um, I can also tell you where you can find them, um, on our website it's just called [PII] on the upper right hand corner you'll see where it says claims and forms, and then you could simply go to uh Can there if you'd like I can still go ahead and send one to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me see um.
[CUSTOMER][NEUTRAL] Sorry, I'm on.
[AGENT][NEUTRAL] You're fine.
[CUSTOMER][POSITIVE] OK, I see cancer claim forms. OK, perfect.
[CUSTOMER][POSITIVE] Alright, I see it right here perfect.
[CUSTOMER][NEUTRAL] Alrighty we'll get this printed out and then does it tell you where to send it or how to submit it?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] That information should be on there um I will say the quickest and easiest way to get claim information to us um if y'all have access to a desktop or a laptop computer would be through our online portal so it's the same web address that you're currently on except just before it's the word secured, so it's secured. [PII]. You can simply upload claim information that way otherwise we've got a mailing address and a fax number and that information would be on that claim form.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that sounds good awesome um and then what time, what are the hours of, of your, um your phone center here?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Sure, um, we're open from 7 to 6 Central time.
[CUSTOMER][POSITIVE] Central time OK awesome alrighty thank you so much.
[AGENT][POSITIVE] You're very welcome. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thanks, you too. Bye.
[AGENT][POSITIVE] Thanks bye bye.