AccountId: 011433970860
ContactId: 727f7303-c708-4b0f-b075-fe006c0f1be2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 243919 ms
Total Talk Time (AGENT): 115291 ms
Total Talk Time (CUSTOMER): 113947 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/727f7303-c708-4b0f-b075-fe006c0f1be2_20250210T22:33_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I'm calling for my husband, [PII] has a policy with you all. I, I need some forms to take to the doctor's office.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Claim form?
[CUSTOMER][NEUTRAL] The form to fill out for, uh, he had some skin cancers removed.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Oh OK. All right. Um, do you have the policy number?
[CUSTOMER][NEUTRAL] No, I don't. I'm sorry.
[AGENT][NEUTRAL] OK. And um let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] All right. My phone number is [PII].
[AGENT][NEUTRAL] OK. And let's see, so you just need a claim form for cancer. Is that all you need?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, do you have a fax number where I can send it by fax or an email address where I can email it?
[CUSTOMER][NEUTRAL] No, no, you'll have to mail it.
[AGENT][NEUTRAL] Um, I have to know. OK. All right, um, let me have the spelling of your last name.
[CUSTOMER][NEUTRAL] 985-590
[AGENT][NEUTRAL] No,
[AGENT][NEUTRAL] The spelling of your last name.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] OK, thank you. One moment.
[AGENT][NEUTRAL] OK, and you said his first name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, can you verify the mailing address for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And uh may I have your name?
[CUSTOMER][NEUTRAL] This is [PII]
[AGENT][NEUTRAL] OK. And Miss [PII], um, may I have your date of birth for security?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, thank you. OK, I found the policy. Mhm.
[CUSTOMER][NEUTRAL] All I want is the form. Why do you have to have all that?
[AGENT][NEUTRAL] Uh, to find your policy so I can send out the forms to know exactly what form to send, where to send it to. So it's just verification. Um, but I did find the policy, so let me go ahead and send the request for those forms. OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and will, will you put the policy number on there?
[AGENT][NEUTRAL] Um, we do not put the policy numbers in the paper forms, but I can give it to you over the phone if you, if you let me know when you're ready for that number.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] OK, hold on just a minute.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Of course they will.
[CUSTOMER][NEUTRAL] OK, what is it?
[AGENT][NEUTRAL] OK, that is 00.
[CUSTOMER][NEUTRAL] The.
[AGENT][NEUTRAL] 42
[CUSTOMER][POSITIVE] Me and you flying 5G coverage this beautiful we don't have coverage.
[AGENT][NEUTRAL] 86
[AGENT][NEUTRAL] 72.
[CUSTOMER][NEUTRAL] That's why we offer a guarantee OK 30 days.
[AGENT][NEUTRAL] OK. So I went ahead and send the request for the forms to be sent out to you. Um, it goes to regular mail, so it's gonna be like 5 to 7 business days before you get it, OK?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that's great. Thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] No, that's all. All right, thank you.
[AGENT][POSITIVE] OK, thank you for calling APR. Have a good afternoon.
[AGENT][POSITIVE] You're welcome. Bye bye.