AccountId: 011433970860
ContactId: 38b619aa-97da-42be-ad34-7cc1f7e0ba2f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115430 ms
Total Talk Time (AGENT): 32816 ms
Total Talk Time (CUSTOMER): 50101 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/38b619aa-97da-42be-ad34-7cc1f7e0ba2f_20250418T16:12_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you doing?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] Good. Hey, I am calling on behalf of my ex-wife. Um, I just need to get a little bit of information. She has a, uh, she, she recently got diagnosed with breast cancer and she has a cancer policy with y'all. Um, and so as I was reading through the policy last night, it says that, uh, the first thing that she needs to do is send a, a notice of claim. Is that correct?
[AGENT][NEUTRAL] Um, yes, so it'd be like the pathology report and then a claim form for a request.
[CUSTOMER][NEUTRAL] OK, uh, we don't have a claim form. How do we get one?
[AGENT][NEUTRAL] Um, you can go to, uh, let me pull that up.
[AGENT][NEUTRAL] Um, so if you go to [PII].
[AGENT][NEUTRAL] Under
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] Yes, [PII], there's on the right hand upper upper right hand side there's claims and forms.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And then you'll see a claim, uh, if you scroll down, there'll be a cancer claim form.
[CUSTOMER][NEUTRAL] And that's how we start the process?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh, OK, so I'm at before we get claims and forms.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] OK, answer platform. OK, OK, thank you so much I really appreciate it.
[AGENT][POSITIVE] OK, well, thank you for calling APL. Have a good weekend.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye.