AccountId: 011433970860
ContactId: 791edada-26e9-4c9c-b185-a2541817a63c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 75370 ms
Total Talk Time (AGENT): 52566 ms
Total Talk Time (CUSTOMER): 30462 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/791edada-26e9-4c9c-b185-a2541817a63c_20250228T21:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APA. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Am I only just gonna get you today, Ms. [PII]? Are you assigned to me?
[AGENT][NEUTRAL] I guess so, probably so. You just gonna get me today.
[CUSTOMER][NEUTRAL] Well, hopefully, um, hoping these calls slow down. They've been ringing off the hook.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's all right. What's the policy number?
[CUSTOMER][NEUTRAL] Yeah, that's alright, I guess so. Well, um, I have a quick question for you for, um, if a person is filing for a wellness claim she's asking if she can file the one she had last year and the one she had this year on the same.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, there's no, uh, yeah, on that well this claim form, she can check her whatever she had, put the dates that she had those things, what year and the date, and then just sign and date it and put the doctor names on there, the facility name, wherever she had it done. If she doing it on just the weathers claim form.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh-huh. Yeah, that's all she has to do. Yeah, make sure she just distinguish, uh, is what she had it like, say she had [PII], and then she had again [PII]. Yeah, she can just take mammogram and put both dates on there.
[CUSTOMER][POSITIVE] Awesome just wanna double check. I appreciate you. Alright, bye.
[AGENT][NEUTRAL] Mhm. Yeah.
[AGENT][NEUTRAL] OK. You're back. Alright. Bye bye.