AccountId: 011433970860
ContactId: 89bb6df1-b021-4941-915a-94614858ed3d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 567820 ms
Total Talk Time (AGENT): 240582 ms
Total Talk Time (CUSTOMER): 184933 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/89bb6df1-b021-4941-915a-94614858ed3d_20250612T20:10_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] This is [PII].
[CUSTOMER][POSITIVE] And I have a policy with you for uh cancer.
[CUSTOMER][NEUTRAL] And I'd like to get some claim forms for uh I've got a couple of claims for myself and for my husband.
[AGENT][POSITIVE] OK, well, I can definitely help you with getting the claim.
[CUSTOMER][NEUTRAL] Can, can you, I'm sorry, what?
[AGENT][NEUTRAL] I can help you with getting the claim forms. May I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have your policy number?
[CUSTOMER][NEUTRAL] 983-855-1.
[CUSTOMER][NEUTRAL] Do you need the reference number?
[AGENT][NEUTRAL] Um, yes, please.
[CUSTOMER][NEUTRAL] 110,690
[AGENT][NEUTRAL] Alright hold on one moment.
[AGENT][NEUTRAL] All right, and I have you here and uh Mrs. [PII], I just need you to verify your date of birth and the mailing address on file.
[CUSTOMER][NEUTRAL] My date of birth is [PII] and the mailing address is [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. And would you like me to mail the copy to your home address or did you want them email? OK.
[CUSTOMER][NEUTRAL] Please.
[CUSTOMER][NEUTRAL] Uh, well, we, we could get them by email.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Whichever you prefer.
[CUSTOMER][NEUTRAL] Go ahead and send them the email and we print them out and.
[AGENT][NEUTRAL] You want an email? OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And do you mind if I place you on just a brief hold? I'm just gonna send it while we're on the line.
[CUSTOMER][NEUTRAL] Now I need for my husband also.
[AGENT][NEUTRAL] But it's both, so, but still the cancer claim form, right, because it's just one form. I'm just
[CUSTOMER][NEUTRAL] Right, right, right, OK, but I wanted, yeah, I can make as many copies from the email.
[CUSTOMER][NEUTRAL] That I would need
[CUSTOMER][NEUTRAL] But you just need one copy, one form, and we can put more than one.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh, claim date on there or we gotta have a separate one for each, uh, visit with a.
[CUSTOMER][NEUTRAL] Cancer
[AGENT][NEUTRAL] Um, it's, it, well, if they're all like the same.
[AGENT][NEUTRAL] I would use a different claim form.
[CUSTOMER][NEUTRAL] OK, for each problem, OK.
[AGENT][NEUTRAL] And then um just to confirm the email [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] In lower case, yes ma'am.
[AGENT][NEUTRAL] OK, so I'm gonna send this over to you now. Do you mind if I place you on a brief hold?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. Hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] OK, I'll get the form for you.
[AGENT][NEUTRAL] Wait, which one was it? I forgot that quick. Cancer, right?
[AGENT][NEUTRAL] BAT
[AGENT][POSITIVE] Wow.
[AGENT][NEUTRAL] Pretty sure, but just to be sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Just wanted to make sure.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Gotta scroll scroll scroll.
[AGENT][NEUTRAL] Go.
[AGENT][NEUTRAL] How to fill up my claim for my screw screw screw.
[AGENT][NEUTRAL] OK, so that is desktop.
[AGENT][NEGATIVE] Save it again. Yes, I'll replace it because we don't say.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] And go to the email.
[AGENT][NEUTRAL] Don't put it off, uh.
[AGENT][NEUTRAL] Oops I wanted to do.
[AGENT][NEUTRAL] Uh requested.
[AGENT][NEUTRAL] Information from 8.
[AGENT][NEUTRAL] maybe yeah.
[AGENT][POSITIVE] I'm gonna go the signature and we're gonna go to this.
[AGENT][NEUTRAL] And on doing that, I'm gonna go to ZDAT. I have to do PIDAT first, yep.
[AGENT][NEUTRAL] And this and this and this. Oops.
[AGENT][POSITIVE] Good afternoon
[AGENT][NEGATIVE] It's not.
[AGENT][NEUTRAL] APL.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Cop
[AGENT][NEUTRAL] you can't
[AGENT][NEUTRAL] Play far.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Uh
[AGENT][NEGATIVE] Oh no, that's not right. Why, when did that happen?
[AGENT][NEUTRAL] [PII] 12 we gonna be busy I don't have and then any questions that pop up there we go.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Hello, Mrs. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] All right, thank you so much for holding. I apologize for that wait. So I just sent the claim form over to you. Um, you may have to check your spam folder just in case, but it's coming from the care team.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, I appreciate that.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] I on the automated they were saying something about different uh.
[CUSTOMER][NEUTRAL] Illnesses like are are your dentist you have policy dental policy?
[AGENT][NEUTRAL] Yes, ma'am. Um, we do offer, we do have dental policies.
[CUSTOMER][NEGATIVE] If you can't right.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] But it would have it would have to be cancer of the teeth.
[CUSTOMER][NEUTRAL] Right, or the guns or whatever dental or is it?
[AGENT][NEUTRAL] No, no, like we have actual dental, dental policies.
[CUSTOMER][NEUTRAL] Uh, actual.
[CUSTOMER][NEUTRAL] Do you have any information you can send um what the price would be or whatever?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So now all of our policies are through the employer. Um, hold on one second, let me see.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Mine come from the employer on this uh skin cancer, but that was many years ago.
[AGENT][NEUTRAL] Yes, so this policy itself doesn't have it, but um we do have Business Workers of America, um,
[AGENT][NEUTRAL] That offers our products to like individuals. Would you like their number to see if you can get a um dental policy through them?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, I, I have a policy, but they're a little high, so it'd be worth checking on it.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Sure, hold on one.
[CUSTOMER][NEUTRAL] Business workers of America.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And I'm getting the number for you now. Hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so the phone number is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], do you know where that's located?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Oh, I'm not sure.
[CUSTOMER][NEUTRAL] Where is it located? Oh, OK, that's all right.
[AGENT][NEUTRAL] I'm not sure where they are.
[CUSTOMER][POSITIVE] Yeah, that's OK. OK, I appreciate that and I'll look for those uh forms.
[CUSTOMER][NEUTRAL] Shortly whenever you get time.
[AGENT][POSITIVE] Oh, it's already been sent. Um, you should be receiving it shortly.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] OK, alright, I appreciate it then.
[AGENT][POSITIVE] Alrighty, well thank you so much for calling APL. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, ma'am, no ma'am. I appreciate this.
[AGENT][POSITIVE] All right. You're welcome. Have a great day.
[CUSTOMER][POSITIVE] Take me a few days to get it and get it thank you you too bye bye.
[AGENT][NEUTRAL] Bye-bye.