AccountId: 011433970860
ContactId: 6fe5cadf-c91c-4557-ae96-415f54b2d32f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164869 ms
Total Talk Time (AGENT): 41357 ms
Total Talk Time (CUSTOMER): 114486 ms
Interruptions: 1
Overall Sentiment: AGENT=2.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/6fe5cadf-c91c-4557-ae96-415f54b2d32f_20250203T19:00_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII]. Um, my policy number is 927502.
[AGENT][NEUTRAL] And can I get a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Can you verify your date of birth, um, mailing address?
[CUSTOMER][NEUTRAL] Yes [PII].
[AGENT][NEUTRAL] Your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And lastly, your email address.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] OK Ms. Boy, thank you for that. And how can I help you?
[CUSTOMER][NEUTRAL] OK, I've got the new forms for uh it's just the cancer policy that you know the wellness I guess that's what it's called and uh this is the first time I've had to take it to the doctor to do it so um we have a couple of questions number one, do I have to send 4?
[CUSTOMER][NEUTRAL] Uh, because I'm gonna do 22, uh, wait a minute, I think I did 22. Yes, 22 was the last one I did, so I did 23, 24, and 25 mammograms.
[CUSTOMER][NEUTRAL] Do I have to have 4 of those sheets that I mean 3 of those sheets that say mammogram on it and then the doctor has to sign it?
[AGENT][NEUTRAL] Um, so, no, you can put it all on the same form. You just have to have the dates written on there and, um, cause if you had the same doctor do them, um, this, so, but I'm looking on your, um, in your history, we haven't received one for 22. The last time you submitted one was for 21.
[CUSTOMER][NEUTRAL] OK, so just one.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] With 21. OK. I had marked it twice. It says I had two things. That's the main reason I called back and I said I didn't remember [PII] was not [PII] was not a good year for me. That's the year I lost my husband, so I just, I just put everything aside for, for a good while and I'm trying to catch up now, but, uh, so 22.
[AGENT][POSITIVE] Uh, no problem.
[CUSTOMER][NEUTRAL] OK, 22 23 24 and then I just had it done in uh this past Friday so I'm gonna let him wait until he gets that and then send it at one time is that OK?
[AGENT][NEUTRAL] Yes, ma'am, that's fine.
[CUSTOMER][POSITIVE] OK, so I think I've got it all. I think I've got it, uh, I think, I think you've helped me explain it perfectly. Thank you so much for your help.
[AGENT][POSITIVE] No problem, Ms. [PII]. Was there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] That's it. That's it.
[AGENT][POSITIVE] Alright, well thanks for calling AP. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you. Same to you. Bye-bye.
[AGENT][NEUTRAL] I'm done.