AccountId: 011433970860
ContactId: 71e7ebb1-6beb-4e37-9fdc-b819832bc8ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111339 ms
Total Talk Time (AGENT): 51566 ms
Total Talk Time (CUSTOMER): 46815 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/71e7ebb1-6beb-4e37-9fdc-b819832bc8ea_20250414T17:06_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am. My name is [PII]. I was trying to get a claim form to send in my claim.
[AGENT][NEUTRAL] OK. Did you need the form mailed to you or like emailed?
[CUSTOMER][NEUTRAL] Uh, can you mail it to me?
[AGENT][NEUTRAL] Yes, ma'am. I can mail it to you. Um, Ms. [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am, it's uh [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, it's uh 00748002.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] 82965 mailing address [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And um is this for the cancer claim form?
[CUSTOMER][NEUTRAL] Yes, ma'am. The, uh, sending my claim for, well I have my mammogram and stuff, my Pam and stuff. Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And we're going to send that to the [PII] address.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, so I'll put the request in for the cancer claim form to be mailed to you. And was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] No, ma'am, that'll be all. I thank you.
[AGENT][POSITIVE] You're very welcome. Well, thank you for calling APO Ms. [PII]. I hope you have a good day.
[CUSTOMER][POSITIVE] Yes ma'am, you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.