AccountId: 011433970860
ContactId: 88bcc4fe-f4f4-493d-9125-d494346309cd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 227779 ms
Total Talk Time (AGENT): 94585 ms
Total Talk Time (CUSTOMER): 104654 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/88bcc4fe-f4f4-493d-9125-d494346309cd_20250522T15:01_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And I
[CUSTOMER][NEUTRAL] Yes, I need to get a claim form.
[AGENT][POSITIVE] OK, and I'll be more than happy to help you with your claim form. Are you needing it mailed to you or emailed?
[CUSTOMER][NEUTRAL] Uh, you said, OK, come again on that?
[AGENT][NEUTRAL] Are you needing the claim form mailed to you or emailed or faxed?
[CUSTOMER][NEUTRAL] OK, well, if you could uh fax it to me and email, I'm gonna make sure I get it there.
[AGENT][NEUTRAL] OK. And may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK, my name is [PII] My cell number is [PII].
[CUSTOMER][NEUTRAL] And I think we.
[AGENT][NEUTRAL] Thank you, Mr. [PII], may I have your um policy number?
[CUSTOMER][NEGATIVE] I don't have it handy with me.
[AGENT][NEUTRAL] OK, um, I can also search the policy with your social if you don't mind.
[CUSTOMER][NEUTRAL] The playoff game.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Maybe
[CUSTOMER][NEUTRAL] Did last night in historical fashion, but you think about it, you're up 14.
[CUSTOMER][NEUTRAL] You got 3 minutes to go. You're at home.
[AGENT][NEUTRAL] We're just waiting for the policies to come up here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And which policy? Oh, well, this is for the cancer policy.
[CUSTOMER][NEUTRAL] And it comes back
[CUSTOMER][POSITIVE] That's correct, yeah.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Alright, I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Uh my email is [PII]
[CUSTOMER][NEUTRAL] And something else you mentioned.
[AGENT][NEUTRAL] Mailing address.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and you need the cancer claim form, or are you submitting wellness benefits?
[CUSTOMER][NEUTRAL] In the final.
[CUSTOMER][POSITIVE] Uh, I think it's the wellness. My wife got some, you know, went and got a check, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I'll send you both. I'll send you a copy of the wellness claim form and the cancer claim form, so just in case you have both, but if um Mrs. [PII] went in for like her testing, it it sounds like wellness and she'll be able to click or check which test she got done so we can um file the claim.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so I'm going to email that to you. What's a good fax number for you?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK, my fax number is my house number which is 318.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] uh.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] And that's [PII]?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] Alrighty, well, I will go ahead and I'm emailing and faxing a copy of the wellness claim form and the cancer claim form to you. Was there anything else I could assist you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] Well that's it. I really appreciate your help.
[AGENT][POSITIVE] Well, you're very welcome and thank you for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] That it does
[CUSTOMER][NEUTRAL] OK, you do the same alright.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] OK, bye bye.