AccountId: 011433970860
ContactId: 440732f9-ab6e-427a-8a74-ebc098da92c4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 54900 ms
Total Talk Time (AGENT): 17745 ms
Total Talk Time (CUSTOMER): 45002 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/440732f9-ab6e-427a-8a74-ebc098da92c4_20250610T13:34_UTC.wav
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[AGENT][NEUTRAL] Calling ABL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm calling from Hub International with your insurance brokers. Um, we're calling for one of our groups, Taylor's International, and this might be an easy quick question for you, [PII]. Are all the cancer claim forms the same with APL, or is there separate ones for, I guess different policies?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] No, they should all be the same claims form.
[CUSTOMER][NEUTRAL] OK, good. I have a claim form. I just, I always like to uh just clarify with the carriers because some of them do have different claim forms for different policies. So, but it is all the same.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Different, for sure, yeah.
[AGENT][NEUTRAL] Yeah, they're all the same, yeah, you can use the same claim form.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] That is perfect. I really appreciate your help and I hope you have a great day. Thank you so much.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] You you enjoy.
[CUSTOMER][NEUTRAL] You also. Bye bye.