AccountId: 011433970860
ContactId: 372daf8e-81bb-4a6e-93d9-e05d8e003803
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131759 ms
Total Talk Time (AGENT): 51899 ms
Total Talk Time (CUSTOMER): 58448 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/372daf8e-81bb-4a6e-93d9-e05d8e003803_20250520T17:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, um, I am filing a claim for my husband's insurance, and I was wondering if you could give me the address to send it to and all that. I've got so many papers and I wanna make sure that they go to the correct address.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes ma'am I can give you the address for our claims you just let me know when you're ready to write it down.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, the address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then the zip code is [PII].
[CUSTOMER][NEUTRAL] OK, do I put it to any attention?
[AGENT][NEUTRAL] You can put attention APL claims.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because it took me so long to get everything gathered together. I wanna make sure it doesn't get sent to the wrong place. So it's [PII].
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Correct? OK. All right, well, I'll get that, I'll get that sent out now is this, he had melanoma and leukemia.
[AGENT][POSITIVE] Yes ma'am, that's correct.
[CUSTOMER][NEUTRAL] But he was in a cancer treatment center.
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] Do I send all those papers to you also?
[AGENT][POSITIVE] Yes ma'am, I would send anything that you feel like will help the claim. Go ahead and send it in.
[CUSTOMER][POSITIVE] OK, I will do that. All right, thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're very welcome. And what was your name?
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Miss [PII], thank you so much for calling APL today.
[CUSTOMER][NEUTRAL] And that the
[CUSTOMER][POSITIVE] All right thank you bye bye.
[AGENT][NEUTRAL] Mm bye-bye.