AccountId: 011433970860
ContactId: 9e347810-aee1-4438-b78f-a6e27b9054d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 303450 ms
Total Talk Time (AGENT): 109907 ms
Total Talk Time (CUSTOMER): 100378 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/9e347810-aee1-4438-b78f-a6e27b9054d9_20250127T14:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, I have a question. We have, uh, my wife and I both I guess have a cancer policy through you.
[CUSTOMER][NEUTRAL] And she had a basal cell cancer on her leg and I was wanting to know if that paid any any any benefits on that for the removal.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have a policy number?
[CUSTOMER][NEUTRAL] It's 1371777.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what's your wife's name and date of birth?
[CUSTOMER][NEUTRAL] Her name is [PII]. [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is her address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, um, has that, has that changed from the route to, excuse me, the route to.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's uh that route to is an old, old address.
[AGENT][NEUTRAL] OK, um, give me that address one more time and we'll get your address updated for you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, wait, I thought, thought it was updated on the policy last month. Anyway, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, Dale, two words, [PII]
[CUSTOMER][NEUTRAL] And that's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you just need to know if her base sale is covered.
[CUSTOMER][NEUTRAL] Yeah, uh-huh.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Um, under this particular policy it is not because this is a lump sum, but she also has a different cancer policy in which it could be covered. So um what we just need is an itemized bill from the doctor along with the pathology report.
[CUSTOMER][NEUTRAL] OK, I have all that. Do I just need to uh.
[CUSTOMER][NEUTRAL] He made it to you or later or how do I do it.
[AGENT][NEUTRAL] Um, we, we do not accept them by email, but you can, um, mail it, fax it, or, um, we do have an online service, service center where you can register and file claims online.
[CUSTOMER][NEUTRAL] OK, uh, well, I can just mail it to you. What is your mailing address?
[AGENT][NEUTRAL] Yes sir, let me get that for you. They changed it on me, so.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Uh let's see.
[AGENT][NEUTRAL] OK, that mailing address is [PII].
[CUSTOMER][NEUTRAL] It's it's [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes sir and that's in [PII].
[CUSTOMER][NEUTRAL] OK, you see it.
[AGENT][NEUTRAL] And that's [PII].
[CUSTOMER][NEUTRAL] right.
[CUSTOMER][NEUTRAL] And I just mail that to them and then then I can look it over and see what the.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Yes sir, and let me give you the policy number that it should go under.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that is 920.
[CUSTOMER][POSITIVE] Uh, I'm ready.
[AGENT][NEUTRAL] 92052.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 92052
[AGENT][NEUTRAL] Right, yes, sir.
[CUSTOMER][NEUTRAL] 92052. OK.
[AGENT][NEUTRAL] Right, yes sir.
[CUSTOMER][POSITIVE] Oh, OK. Well, thank you for your time.
[AGENT][POSITIVE] You are very welcome, Mr. [PII]. Is there anything else I can help you with this morning?
[CUSTOMER][NEUTRAL] No, that's it for right now.
[AGENT][POSITIVE] Alright, thank you for calling APO you have a wonderful day.
[CUSTOMER][POSITIVE] Well, you too. Thank you, bye bye.
[AGENT][POSITIVE] Thank you, bye.