AccountId: 011433970860
ContactId: 985ddfa8-34ac-431e-bfc7-a11704cff741
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 731150 ms
Total Talk Time (AGENT): 148396 ms
Total Talk Time (CUSTOMER): 174913 ms
Interruptions: 6
Overall Sentiment: AGENT=1.5, CUSTOMER=-1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/985ddfa8-34ac-431e-bfc7-a11704cff741_20250404T14:41_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes, ma'am. Uh, I need a form sent so we can uh complete it for a cancer, um, reimbursement, and I have all the information that you need, address, and, um.
[CUSTOMER][NEUTRAL] Number, uh, account number I guess or policy number?
[AGENT][POSITIVE] OK, sure. Yes, I can assist you. Sure, yes, I can send you a form. And may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEGATIVE] And it's for cancer.
[CUSTOMER][NEUTRAL] Yes, ma'am. [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And I'm requesting the form from my mother, uh, [PII].
[AGENT][NEUTRAL] OK, Miss [PII].
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And I have her policy number here in front of me.
[CUSTOMER][POSITIVE] I take care of everything for her or help her. How's that? I help her.
[AGENT][NEUTRAL] Mm OK.
[AGENT][NEUTRAL] OK. OK. And Ms. [PII], um, do you know if you, we have an authorization on file for you or anything like that?
[CUSTOMER][NEUTRAL] You should, you should.
[AGENT][NEUTRAL] Are you OK, OK. All right, I can check on it. What is the policy number?
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] OK, 532248.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Uh, and all we need is just the form. Uh, the doctor gave us one document, but they're gonna send some more. I just didn't know what all I needed. Um, so that's why I'm requesting this form, yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, OK. Mhm.
[AGENT][NEUTRAL] Yeah, and that's why I asked because even if you were not authorized, I can just go ahead and uh send it to you by fax or something like that. I, I was just checking on, yeah, uh-huh.
[CUSTOMER][NEUTRAL] Right, in the points, yeah.
[CUSTOMER][POSITIVE] And you know what would you do this? If there's a form that needs to be completed for her to make me an authorized um whatever, could you send that as well because I'm on everything else that exists um we just, this just came up um yeah, thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome. Sure, no problem. All right. And what's her name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And her last four of her social are [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so, um, yeah, I don't see an authorization for you, Miss [PII]. OK, so I'm just gonna give you general information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so.
[CUSTOMER][NEUTRAL] OK, can you send the form to her house?
[AGENT][NEUTRAL] OK, so you just want me to mail them? Mhm. Yeah, I can go ahead and do that.
[CUSTOMER][NEUTRAL] Can you send a form to her?
[CUSTOMER][NEUTRAL] Yes, that would be great. Yeah, if you'll mail them, uh, along with the form that I'm authorized rep, then I can help her complete them, uh, because I, I took her for the, the, for the, uh, surgery on her face. So I just, uh, I was told to be sure and request the forms that we need to complete.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Yeah, I can do that. Let me just go ahead and do that and I'm just gonna go ahead and send it to the address on file and everything on file because we cannot change or anything like that. Um, and you can always also go to our website and get it if you need it like right away or something like that, but we do have a website where you can find the forms.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] Um, the website is [PII], just in case you want to do that later on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] [PII]. Yes, [PII].
[CUSTOMER][NEUTRAL] OK, like [PII]? OK, like [PII]? OK. All right. I'll wrote that down. Go ahead and mail them because she likes to look at them anyway and uh you'll mail them out today. Is that true?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes. Mhm. [PII].
[AGENT][NEUTRAL] Mm OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, well, I, I will request them to be sent out and usually it goes overnight. Um, if you don't mind holding for me, let me go ahead and take care of this before I let you go. Do you mind holding?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, I don't mind, thank you.
[AGENT][POSITIVE] OK, thank you. You're welcome. One moment, Miss [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me. OK, I went ahead and send that request over so um it should be printed out tonight and send out more than likely by tomorrow, OK?
[CUSTOMER][POSITIVE] OK, that is perfect. Thank you so much. I'll let my mother know to watch for them. All right. And uh if she gets anxious, I'll go online, but I, I'm still waiting for the doctors gave us one, you know, report as you leave but a more detailed ones coming in. So, all right, thank you so much. Uh-huh, bye-bye.
[AGENT][POSITIVE] OK. You're welcome.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good day. Bye-bye.
[CUSTOMER][NEUTRAL] Uh huh you too.
[AGENT][POSITIVE] Thank you.