AccountId: 011433970860
ContactId: 61e3bb7a-2d1b-407a-b566-edb96590c5b1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215720 ms
Total Talk Time (AGENT): 58557 ms
Total Talk Time (CUSTOMER): 89944 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/61e3bb7a-2d1b-407a-b566-edb96590c5b1_20250305T22:01_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Well, I have a uh question about um.
[CUSTOMER][NEUTRAL] Filling out an application or a claim form rather not application but claim form.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I want to see if you can help me with that.
[AGENT][NEUTRAL] OK, I can help you. Uh, do you have a policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh boy.
[CUSTOMER][NEUTRAL] Not with me. I do not. I'm sorry.
[AGENT][NEUTRAL] OK, that's OK.
[CUSTOMER][NEUTRAL] It's my wife
[CUSTOMER][NEUTRAL] Now, mm.
[AGENT][NEUTRAL] Uh, what's
[CUSTOMER][NEUTRAL] I'm on the account with
[AGENT][NEUTRAL] All right, what's the
[CUSTOMER][NEUTRAL] Our policy rather.
[AGENT][NEUTRAL] What's the last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And her last name?
[CUSTOMER][NEUTRAL] That is the last name. I'm sorry. Her first name is, yeah, I'm sorry, her, her name is [PII].
[AGENT][POSITIVE] Oh, I'm sorry.
[AGENT][NEUTRAL] And that's [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And can I get your name, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, do you mind verifying your information for me?
[CUSTOMER][NEUTRAL] Um, as far as what, what kind of information?
[AGENT][NEUTRAL] Uh, OK, uh, your date of birth, address, email address, and phone number.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh [PII], date of birth.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Email is um [PII].
[AGENT][NEUTRAL] Address and phone number.
[CUSTOMER][NEUTRAL] Uh, my, my address you say?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] In [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the phone number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you for verifying um.
[AGENT][NEUTRAL] And this is your, your cancer policy and you need uh you're filling out the claim form.
[AGENT][POSITIVE] And how can I help you with that?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have, uh.
[CUSTOMER][NEUTRAL] Two biopsies that were done.
[CUSTOMER][NEUTRAL] So do I need to do a form for each biopsy or because they, they send it over on one page on.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Information I need to send to you.
[AGENT][NEUTRAL] OK, alright, um, just send it on one client then and if they need anything else they'll they'll contact you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, because they, yeah, they did both, uh, it's the same date, but it was two different spots.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, since it's on one thing, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] Well, I think that's all I needed really.
[AGENT][POSITIVE] All right, well thank you for calling APM you have a wonderful day.
[CUSTOMER][POSITIVE] OK thank you OK bye bye.
[AGENT][POSITIVE] Mhm thank you goodbye.