AccountId: 011433970860
ContactId: 75b04278-6cdb-4c40-b660-01fcdad31263
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157589 ms
Total Talk Time (AGENT): 72533 ms
Total Talk Time (CUSTOMER): 79647 ms
Interruptions: 2
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/75b04278-6cdb-4c40-b660-01fcdad31263_20250321T13:58_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I'm calling on behalf of [PII]. I have sent in her paperwork. Um, it is my mom due to her passing, so I was gonna see if the papers got received for her cancer claim.
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] Well, I can certainly help you with that, Miss [PII]. Do you have her policy number available?
[CUSTOMER][NEUTRAL] That's what I told him.
[CUSTOMER][NEUTRAL] Uh, I don't know. I left the paper at home.
[AGENT][NEUTRAL] OK, do you know her social?
[CUSTOMER][NEUTRAL] No ma'am, I don't. Let me see if I.
[CUSTOMER][NEUTRAL] Yes ma'am, it's um [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] And her name is [PII].
[AGENT][NEUTRAL] All right, thank you. Do, can you verify her date of birth and mailing address?
[CUSTOMER][NEUTRAL] [PII] and which you'll be her hers was [PII] but mine which I put on the information was [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. We did receive a document on the [PII].
[AGENT][NEUTRAL] Which was
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Oh my goodness, time flies so quick. I can't remember what day that was. That was Tuesday.
[CUSTOMER][NEUTRAL] Co
[CUSTOMER][NEUTRAL] I know, no, you're fine. Yes, ma'am, I understand. Yes, ma'am, a couple of days ago.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] And that is, yes, ma'am. And it is in line to be processed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, OK, OK, alrighty well thank you so much.
[AGENT][NEUTRAL] Oh, Miss [PII], what is, what is the callback number just in case they need to contact you?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] It is [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'll put that in the notes just in case they need to contact you regarding that paperwork.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yes ma'am, how long does it take for them to process everything?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] So with the cancer claims, it does take a little bit longer. It could take up to 2 weeks once they start reviewing because they do look at every benefit and try to give the max benefits. So it could take just a little while.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. OK. Well, thank you so much.
[AGENT][POSITIVE] It's been such a pleasure to assist you, Miss [PII]. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] No ma'am.
[AGENT][POSITIVE] Well, thank you for calling APL and I hope you have a wonderful day. Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Oh thank you so much sir bye bye.