AccountId: 011433970860
ContactId: 9a4353db-75f7-433a-ae95-830980fe5621
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135559 ms
Total Talk Time (AGENT): 56689 ms
Total Talk Time (CUSTOMER): 50852 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/9a4353db-75f7-433a-ae95-830980fe5621_20250620T16:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I was calling about a cancer, um, claim that I, um, sent in yesterday, and I just wanna make sure y'all did receive it.
[AGENT][POSITIVE] All right, I'm happy to check on that. Do you have your policy number? I can pull that up.
[CUSTOMER][NEUTRAL] 01776939
[AGENT][NEUTRAL] Thank you. And then if I can get your name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you, Miss [PII] and then I just need to also get your physical address, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Alright, so I do show we received a claim yesterday. It does show it's in a pending status, so it looks like it was received.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have one other question.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Did I give you the right policy number?
[AGENT][NEUTRAL] Um, that's your inactive one. Your active one is a different number, but I was able to access it. Do you want the active one?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. It's gonna be 0252.
[AGENT][NEUTRAL] 5111.
[CUSTOMER][NEUTRAL] 02525111
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] The question that I had to ask was, uh, for my physical year and for my plans to start over.
[CUSTOMER][NEUTRAL] When is that? Like when does.
[CUSTOMER][NEUTRAL] The 12 months start over.
[AGENT][NEUTRAL] Oh, for the 12 months. Let's see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It looks like in September.
[CUSTOMER][NEUTRAL] Is it September a certain date?
[AGENT][NEUTRAL] Uh, just the first of the month. It would, it would start over.
[CUSTOMER][NEUTRAL] Oh it start over [PII], OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.