AccountId: 011433970860
ContactId: 98f0f595-e51f-426b-bf2d-a484d029bb42
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168130 ms
Total Talk Time (AGENT): 12069 ms
Total Talk Time (CUSTOMER): 38127 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/98f0f595-e51f-426b-bf2d-a484d029bb42_20250617T15:44_UTC.wav
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[AGENT][NEUTRAL] Calling APL. How can I help you?
[CUSTOMER][NEUTRAL] I have several questions, please. um.
[CUSTOMER][NEGATIVE] I have the cancer claim forms that I'm trying to fill out for my husband. It's 4 pages long. My understanding is that I'm to forward all 4 pages to y'all. Is that correct?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK. Now, I'm gonna give you my policy number and I think that I am considered the insured.
[CUSTOMER][NEUTRAL] And my husband is the patient. Can you check on that for me, please?
[AGENT][POSITIVE] Yes, I can definitely tell you.
[CUSTOMER][NEUTRAL] My policy number is
[AGENT][NEUTRAL] I'm sorry, yes, I could, I could check who the policy holder is absolutely, um, go ahead, I'm sorry.
[CUSTOMER][POSITIVE] Policy holder is absolutely.
[CUSTOMER][NEUTRAL] Do you need the policy number?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello, are you there?
[CUSTOMER][NEUTRAL] Are you there?