AccountId: 011433970860
ContactId: 5245d59c-943f-44bb-8181-6c570f01148e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195779 ms
Total Talk Time (AGENT): 79838 ms
Total Talk Time (CUSTOMER): 39661 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/5245d59c-943f-44bb-8181-6c570f01148e_20250515T16:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name's [PII]. I'm just calling to check on a claim for one of our customers.
[AGENT][NEUTRAL] OK, Mr. [PII], I can help you with the claim. Um, can I please get the group number?
[CUSTOMER][NEUTRAL] The I have the policy number if that'll help.
[AGENT][NEUTRAL] Yes sir, what is the policy number?
[CUSTOMER][NEUTRAL] It's 227-1291.
[AGENT][NEUTRAL] OK, let me pull that in real quick.
[AGENT][NEUTRAL] Alright it's pulling in now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, and it's Mildred.
[CUSTOMER][NEUTRAL] Correct, and her date of birth [PII].
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Yes sir, thank you.
[AGENT][NEUTRAL] And may I please get the data service and the charge amount? Well, I see she has one claim, so that kind of narrows it down for us.
[AGENT][NEUTRAL] Let me look at it real quick, [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, so the claim does have a remark on it, [PII]. It says the enclosed claim form must be completed by you and your physician and returned to our office.
[AGENT][NEUTRAL] The claim form will be used as proof of loss your critical illness diagnosis.
[AGENT][NEUTRAL] If you should have any questions to please contact the office so it looks like it just needs to be completed by the physician and the insured.
[CUSTOMER][NEUTRAL] OK, so she didn't do the claim form, OK.
[CUSTOMER][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Let me see if I sent this to her.
[CUSTOMER][NEUTRAL] OK, it looks like I sent her.
[CUSTOMER][NEGATIVE] Give me 2 seconds sorry, direct deposit.
[AGENT][POSITIVE] Yes sir, go ahead, take your time, sir.
[CUSTOMER][NEUTRAL] And we did actually send her the claim form she just did not send it back. OK, alright, that's why, that's why it's the way it is, got it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Um, OK, I appreciate your time.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] It's no problem at all [PII], is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] That's it. Have a great day.
[AGENT][POSITIVE] You too, thank you for calling APL you take care sir bye bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.