AccountId: 011433970860
ContactId: 7fbe9bf1-007d-476a-973a-ea62c874b1cb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 319640 ms
Total Talk Time (AGENT): 117110 ms
Total Talk Time (CUSTOMER): 141010 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/7fbe9bf1-007d-476a-973a-ea62c874b1cb_20250604T14:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], I spoke to you yesterday. You transferred me to [PII], and [PII] had [PII] call me?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I need to speak to [PII] again on the same cancer claim we spoke of yesterday.
[AGENT][NEUTRAL] OK, can
[CUSTOMER][NEUTRAL] It's [PII] from.
[AGENT][NEUTRAL] OK, Ms. [PII].
[AGENT][NEUTRAL] I will um go ahead and get you on over to [PII]. Um, Ms. [PII], what is your callback number, ma'am, just in case the call is disconnected?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, ma'am. And then what was the name of your group again? JT Sterling? am I remembering correctly?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, what was it?
[CUSTOMER][NEUTRAL] Oh no, no, hold on.
[CUSTOMER][NEUTRAL] Hold on, hold on, hold on.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hold on, hold on, it's Mr. [PII].
[AGENT][NEUTRAL] Mr. [PII].
[AGENT][NEUTRAL] OK, and do you have that group number?
[CUSTOMER][NEUTRAL] Mm, no, but I can get it.
[AGENT][POSITIVE] OK, OK, well thank you.
[CUSTOMER][NEUTRAL] Hold on.
[AGENT][NEUTRAL] It will just help them.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] It is 267-773.
[AGENT][NEUTRAL] OK, and do you know the.
[CUSTOMER][NEUTRAL] Do you want the employee name again?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] OK, the employee is [PII].
[CUSTOMER][NEUTRAL] Areas
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And her
[CUSTOMER][NEUTRAL] Uh, hold on.
[CUSTOMER][NEUTRAL] Her policy number is
[CUSTOMER][NEUTRAL] I'm getting used to this new OSC.
[AGENT][POSITIVE] Awesome. Do you like it?
[CUSTOMER][NEUTRAL] Yeah, it has some things that that um the other one had that were easier, but I'm sure this has a lot of things that are here as well, um.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Hold on, let me see. OK, there. 257. Nope, nope, nope, that's the gap. Group cancer. 257-09.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 30.
[AGENT][NEUTRAL] OK, alright, well Ms. [PII], I'm going to um put you on a quick hold. I'm gonna go ahead and transfer you on over to claims specialist department so it's gonna be a brief hold while I get you on over there, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome you have a wonderful day and thank you for calling APL bye bye ma'am.
[CUSTOMER][POSITIVE] You as well. Thank you.
[CUSTOMER][NEUTRAL] Deferring
[CUSTOMER][POSITIVE] Thank you for calling APO. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. I've got um Miss uh [PII]. She's with NAS. She was working with [PII] and Misty. Misty was the last person that talked to her about a claim for Miss [PII].
[AGENT][NEUTRAL] Um, let me give you the policy number. It's 257-093-0.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and you said it what was her name? Sorry.
[CUSTOMER][NEUTRAL] The caller.
[AGENT][NEUTRAL] Um, [PII], yes, [PII]. She's with our NAS hotlist.
[CUSTOMER][NEUTRAL] OK, let's see here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Oh, I think we just made a payment on a claim from [PII].
[AGENT][NEUTRAL] Yeah, I see that.
[CUSTOMER][NEUTRAL] So last week.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Is it OK to
[CUSTOMER][NEUTRAL] So what's she, what she need and what's she calling about?
[AGENT][NEUTRAL] She just asked for [PII] because that's the last person that she talked to.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] And with this group if they ask for somebody we automatically transfer them over if they're on the hot list.
[CUSTOMER][POSITIVE] Miss not a problem.
[CUSTOMER][NEUTRAL] No, yeah, that's fine. I was just trying to see since [PII] had already spoke to her that, um, like if she was available because she would already know what's going on, but um.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Let me pull up the notes real quick. Have you verified her? I'm assuming you have.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, so she recently called to explain carcinoma in 2 stated that it is stage 0 and it's not spread.
[CUSTOMER][NEUTRAL] Not covered under internal cancer.
[CUSTOMER][NEUTRAL] A supply that was definition so email.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right. Thanks, [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Good