AccountId: 011433970860
ContactId: 3ca61e39-c3ee-46ae-bc2d-c5bc01331295
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170279 ms
Total Talk Time (AGENT): 51308 ms
Total Talk Time (CUSTOMER): 79558 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/3ca61e39-c3ee-46ae-bc2d-c5bc01331295_20250523T19:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] This is [PII]. I have a policy with you all and um about 3 months ago, my husband, well, I am the one with the policy, but my husband is on it and he had a skin cancer, did surgery on it, and we sent in the paperwork and we haven't heard anything and it's been about 3 months I would think.
[CUSTOMER][NEUTRAL] So can you check on that and see if you even got it?
[AGENT][NEUTRAL] Uh, yes, I can help you with that, Ms. [PII]. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, 00428694.
[AGENT][NEUTRAL] And then can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you. And then lastly, just a good callback number in case we are disconnected.
[CUSTOMER][NEUTRAL] The number I called you on [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, you said that was for your husband, is that right?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Looks like the last thing we had on file was back from [PII].
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] We send in all the paperwork, pictures and everything.
[AGENT][NEUTRAL] Um, yeah, I don't, let me make sure I didn't accidentally get put on your policy. Hold on just a second.
[AGENT][NEUTRAL] No, I don't have anything on file.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Uh, could you send me some more applications? I don't have anything else in case we can get the information and send it again.
[AGENT][NEUTRAL] Yeah, absolutely. So you want me to send you the claim form?
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Yes, ma'am, please.
[AGENT][NEUTRAL] OK, I will put that in the mail today. Um, give it about 3 to 5 working days and you should receive it.
[CUSTOMER][POSITIVE] OK, I appreciate that.
[AGENT][NEUTRAL] OK. Is there anything else?
[CUSTOMER][NEUTRAL] I don't know what happened to it.
[AGENT][NEUTRAL] Yeah, um
[CUSTOMER][NEUTRAL] The male, I guess it's crazy. I don't know.
[AGENT][NEUTRAL] Yeah, I don't. The last thing I have, like I said from [PII], so that was quite a ways back.
[CUSTOMER][POSITIVE] That's right, mm, OK, well, thank you.
[AGENT][POSITIVE] OK, well, thank you for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you. Bye-bye.