AccountId: 011433970860
ContactId: 60cb48a2-e51f-4c5c-8894-1312cec6b1be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 392760 ms
Total Talk Time (AGENT): 172003 ms
Total Talk Time (CUSTOMER): 182701 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/60cb48a2-e51f-4c5c-8894-1312cec6b1be_20250107T16:54_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII], I'm not sure if I'm talking to the right person. I need to get somebody to mail me some claim forms.
[AGENT][POSITIVE] It would be my pleasure to assist you. Do you happen to have your policy number available?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, it's um 727291.
[AGENT][NEUTRAL] And what is your name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] OK. Um, it's under my hus well, I guess I'm on it too. Um, [PII], [PII], but it's gonna be for my husband, the claim forms, and his name is [PII], and his date of birth is [PII].
[AGENT][NEUTRAL] All right, thank you. And what is that address, please, ma'am?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Is it for a cancer claim form?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] If you will bear with me just one moment, I'll get that request.
[AGENT][NEUTRAL] Placed. Now you can also get those claims claim forms from our website if you have internet access.
[CUSTOMER][NEUTRAL] I do, but no way to print them out. Oh.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] I would be
[CUSTOMER][NEUTRAL] I can get them copied. I can get, I can copy the forms so I'll have them, but I can't get them printed. I'm sorry.
[AGENT][NEUTRAL] No, you are fine. Not a problem. What is that callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Alright, it's [PII].
[AGENT][NEUTRAL] All right, thank you, and I don't have an email on file. Would you like for me to add an email?
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] And what is that email?
[CUSTOMER][NEUTRAL] And it
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] And have y'all, um, you can also.
[AGENT][NEUTRAL] Create a login on our website if you're ever interested and you can upload claim documents there as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][POSITIVE] And that is at secured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you would just go in and.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] You would um go in as a new user and it's going to ask you a question you would put in that you are a policy holder with an individual with the APL policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What would you do about that update that.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] You can also.
[CUSTOMER][NEUTRAL] Uh
[AGENT][POSITIVE] I'm putting in your request while I'm talking, so I apologize.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK. That's OK. I'm just saying.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Once you get those documents, then um you can just upload them directly online.
[AGENT][POSITIVE] And that's quicker than mailing it in and then you can also get that claim form directly online can and fill it out online.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Now when
[CUSTOMER][NEUTRAL] What I have to do is get an itemized um statement or is that right from the doctor's office?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Is this for cancer treatment?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Well, he had um gallbladder surgery on the [PII] and it was cancer. So I don't know if we start with that or when we go to the oncologist Thursday. I, I'm not sure where this starts at. So do I need to just
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Get everything from the oncologist and go from there.
[AGENT][NEUTRAL] Yes, ma'am. We will need the pathology report.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Indicating that he has an an uh.
[AGENT][NEUTRAL] Cancer diagnosis?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then any itemized bills?
[AGENT][NEUTRAL] From the surgeon. Uh, and you don't know if they're going to
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It, it, it, it, it.
[AGENT][NEUTRAL] Start treatment or anything.
[CUSTOMER][NEUTRAL] Well, I guess we'll find all that out Thursday.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So I probably I'll start with the surgeon and get those and go ahead and get them being sent to me and that way I'll have them and can go ahead and kind of get started with that and then I'll just.
[CUSTOMER][NEUTRAL] Do the rest of it Thursday when we kind of know what we're looking at.
[AGENT][POSITIVE] Yes, ma'am. But if you need, you know, if y'all get along the way, if you need anything, you don't worry about anything, you just give us a call and we'll be happy to walk you through it.
[CUSTOMER][NEUTRAL] OK. We
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] It's my pleasure. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] I don't think so, honey, this will, this will get us started and I sure appreciate your time.
[AGENT][POSITIVE] It's been my pleasure, and y'all stay warm up there in [PII] now.
[CUSTOMER][NEUTRAL] Oh my gosh, it's, it's, it's 29 degrees here. It is, it's cold today.
[AGENT][NEGATIVE] So cold.
[AGENT][NEUTRAL] And y'all are planning on getting all that snow, aren't you?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Well, that's what they're saying. I think for um Thursday, Friday, I think so, and we, we live in an old house, so it's hard keeping an old house warm so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] I bet it is. Yes, ma'am. Well, y'all stay warm.
[CUSTOMER][NEUTRAL] Yeah, so we
[CUSTOMER][POSITIVE] Yes ma'am, thank you so much.
[AGENT][POSITIVE] My pleasure, Ms. [PII]. Thank you for calling APL. I hope you have a lovely day. And you're Mr. [PII], both of you. Take care.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you. All right. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.