AccountId: 011433970860
ContactId: 8e9bcc86-8dd5-46df-9e36-f8661f141d5b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95709 ms
Total Talk Time (AGENT): 24075 ms
Total Talk Time (CUSTOMER): 55993 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/8e9bcc86-8dd5-46df-9e36-f8661f141d5b_20250108T22:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], I have filed some claims previously on uh my cancer policy, and I'm not positive that I did all them right but it's all been paid up for what I filed, but on one today that I started to file just for a mammogram in years past.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't know if I'm supposed to be on wellness claim or if I'm supposed to be on just where you upload the.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The billing of it or the.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] On the website.
[CUSTOMER][NEUTRAL] Yes, from the website.
[AGENT][NEUTRAL] OK, yeah, let me help you out with that. Um, I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] Oh, I guess you do need that [PII].
[CUSTOMER][NEUTRAL] And it's policy.
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] You said [PII], I'm sorry.
[CUSTOMER][NEUTRAL] That's OK. [PII]
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you. All right.
[CUSTOMER][NEUTRAL] And the policy
[AGENT][NEUTRAL] Go ahead, sorry.
[CUSTOMER][NEUTRAL] Do you need the
[AGENT][NEUTRAL] Sure, go ahead, sorry.
[CUSTOMER][NEUTRAL] 673-246
[AGENT][NEUTRAL] OK, and then if I could, can I get a good uh call back number from you in case we're just.
[CUSTOMER][NEUTRAL] Yes, it's this number that I'm on it's [PII].