AccountId: 011433970860
ContactId: 99fff262-1294-4f7c-8b4a-940c8958092e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1118790 ms
Total Talk Time (AGENT): 146077 ms
Total Talk Time (CUSTOMER): 169554 ms
Interruptions: 8
Overall Sentiment: AGENT=1.6, CUSTOMER=-2.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/99fff262-1294-4f7c-8b4a-940c8958092e_20250520T19:36_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, yes, I have a question about, um, the status of a claim.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, sure. I can assist you with claim status. May I have your name?
[CUSTOMER][NEUTRAL] My name is [PII]. Last name is [PII]
[AGENT][NEUTRAL] OK, Ms. [PII], and this is your personal policy or you're calling from provider's office?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, I am, it's a personal policy and it's a cancer policy.
[AGENT][NEUTRAL] OK, so if your personal policy, OK.
[CUSTOMER][POSITIVE] That's correct, yes.
[AGENT][NEUTRAL] Um, OK. All right. And, uh, let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Alright, [PII].
[AGENT][NEUTRAL] [PII]. OK, and may I have the policy number, Miss?
[CUSTOMER][NEUTRAL] Um, I am walking across the street on my phone. Could you look it up with my social by chance?
[AGENT][NEUTRAL] Um, yes, bear with me just a second. Let me go ahead and pull that secure system. OK, one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And for security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] Absolutely, my date of birth is [PII]. My address is [PII] and my email is [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you. And you said you're calling about a claim?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, OK, so it's, it's the one that we recently processed yesterday.
[CUSTOMER][NEUTRAL] Pardon me?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] We processed a claim yesterday. Is that the question you have, um, is, is that the one you're calling about?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Actually I'm calling about the cancer claim. I wanna make sure that um I filled all that out correctly that you have all the information that you need.
[AGENT][NEUTRAL] OK, let me check and see.
[CUSTOMER][NEUTRAL] There was one that was like a.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No, go ahead.
[CUSTOMER][NEUTRAL] Oh, I was just calling to see, that was my, my concern was that I had completed everything necessary.
[AGENT][NEUTRAL] Got you. Yeah, it looks like they already processed your claim. They did it really quick. Uh, so we went ahead and send the, the $50.50 dollars for the, um, I think that was the prevention. We did send that one. It looks like for the rest, we're asking for additional information. So let me just go ahead and read over the information they're needing and I'll go ahead and let you know. Do you mind holding for me?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I don't mind.
[AGENT][POSITIVE] OK, thank you.
[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, Ms. [PII]. OK, so it looks like we have um they are sending you a form that you need to fill out and send back to us.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, was that the cancer claim form because I already filled that out. OK, OK.
[AGENT][NEUTRAL] No, it's gonna be a different type of form. It's a different type of form. Um, so, um, yeah, you should be getting that shortly. It is going in regular mail. If you want me to send it to you, um, by email, I can go ahead and do that.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] I saw you on the.
[CUSTOMER][POSITIVE] Yeah, I would love if you would send it to me via email.
[AGENT][NEUTRAL] OK. Do you mind holding for me a little bit longer while I send that email with the attachments?
[CUSTOMER][NEUTRAL] Uh, no, that, that shouldn't be a problem. I'm about to have to start something at [PII], but as long as we can wrap it up by then, otherwise I'll have to hang up on you.
[AGENT][POSITIVE] Oh yeah. Oh no, no, it's fine. Yeah, I'll go ahead and do it as soon as possible. It just takes a little bit sometimes to upload, but I'll try to do it as soon as possible. OK, thank you, one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. Sure thing.
[CUSTOMER][NEUTRAL] Uh-huh.
[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.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Assistance emergency procedures. Um, I haven't checked because as I said, I'm about to be in a theatrical performance and I have to get off the phone.
[AGENT][POSITIVE] Thank you for holding and being patient for me. Did you receive the email?
[AGENT][NEUTRAL] OK, no problem. But I did send it if, if you don't get it when you come back to check on it, just give us a call back. We're here until [PII] central time, OK?
[CUSTOMER][NEUTRAL] Hello everybody.
[CUSTOMER][POSITIVE] Alrighty thank you so much I appreciate it bye bye.
[AGENT][POSITIVE] You're welcome. Have a good afternoon.
[AGENT][POSITIVE] Thank you. Bye-bye.