AccountId: 011433970860
ContactId: 62ec39bb-c38a-4a40-a109-cfc1b415657e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134309 ms
Total Talk Time (AGENT): 44536 ms
Total Talk Time (CUSTOMER): 63753 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/62ec39bb-c38a-4a40-a109-cfc1b415657e_20250501T16:38_UTC.wav
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[AGENT][POSITIVE] Good afternoon. I'm sorry, good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I filed a claim about a month or so ago and I got a letter back saying that they needed pathology report, so I have that now. Do I need to start over and fill out another one of the initial sheets with all my information and doctors and.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Stuff like that or do I just need to send in the pathology reports?
[AGENT][NEUTRAL] Um, what's your name and policy number? I can verify, just to make sure that's all we need.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, [PII] and policy number is 9A95556.
[AGENT][POSITIVE] OK, thank you, ma'am. Give me one quick moment please.
[AGENT][NEUTRAL] OK. And then you verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Awesome thank you so much and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Let me see.
[AGENT][NEUTRAL] Yes, ma'am. You would just need to submit the pathology report since that's the only information they're requesting and uh you can either fax it, mail it or submit it through the online service center.
[CUSTOMER][POSITIVE] OK, so I don't need to fill out one of those cover sheets again or whatever y'all call it with my information on it? OK, alright, that's all I wanted to check on, appreciate your help.
[AGENT][NEUTRAL] Uh, no, ma'am.
[AGENT][POSITIVE] Awesome, you are welcome, Miss [PII]. Thank you for calling APL. You have a great day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][NEUTRAL] All right, bye.