AccountId: 011433970860
ContactId: 9ffcd6ac-1256-4402-b88a-cabe4bc5d39d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 429369 ms
Total Talk Time (AGENT): 80090 ms
Total Talk Time (CUSTOMER): 98005 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=-1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/9ffcd6ac-1256-4402-b88a-cabe4bc5d39d_20241230T16:42_UTC.wav
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[AGENT][NEUTRAL] Morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and uh.
[CUSTOMER][NEUTRAL] We, uh, my wife was diagnosed with uh cancer probably 56 weeks ago or more, and she had to go through surgery. And, uh, I'm calling to see if you can send me some claim forms, and I've got my, uh, uh.
[CUSTOMER][NEUTRAL] Numbers and everything.
[AGENT][NEUTRAL] OK, what's the policy number, Mister [PII]?
[CUSTOMER][NEUTRAL] I got actually two policies here. The lump sum policy is 488957.
[AGENT][NEUTRAL] OK. May I have your date of birth for security?
[CUSTOMER][NEUTRAL] Um, my date of birth is, uh, [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And uh social security.
[AGENT][NEUTRAL] No, we don't need the social. We don't need the social. I just need to verify um the mailing address, the email address, and a callback number.
[CUSTOMER][NEUTRAL] Do what now?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And that was uh [PII].
[CUSTOMER][NEUTRAL] And call back number would be [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, what's your email address?
[CUSTOMER][NEUTRAL] My email address is [PII].
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Now this is on my wife. Do you need her name, uh, or anything like that? or it's, it should be under both of our names?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Yeah, correct, yes. She is listed on your policy, Mr. [PII]. Um, so do you need me to send these forms by email or by regular mail?
[CUSTOMER][NEUTRAL] Of my regular mail, our, our internet is down.
[AGENT][NEUTRAL] We're gonna.
[AGENT][NEUTRAL] OK. All right. OK.
[CUSTOMER][NEUTRAL] So, uh, now the other the other policy is 488957.
[AGENT][NEUTRAL] OK, and I think I got both of them here. Yes, I do have both of them here. Yes, OK.
[CUSTOMER][NEUTRAL] Oh, I'm sorry, I'm sorry. I, I just gave you the, I just gave you the same number it's 488-947.
[AGENT][NEUTRAL] Oh, that's.
[AGENT][NEUTRAL] Yeah, that's fine. I got all of them here. I got them pulled up. OK. So let me um let me go ahead and send the request in for that to be mailed out to you. Do you mind holding for me, Mr. [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, don't, don't mind at all.
[AGENT][POSITIVE] 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.
[AGENT][POSITIVE] Thank you for holding and being patient for you, Mr. [PII]. OK, I went ahead and send that request over, so it usually takes 5 to 7 business days because it goes regular mail, but it should be there shortly, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All
[AGENT][NEUTRAL] And the instructions is gonna be there with the form, OK? So the first page is just gonna have instructions.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, is there anything else I may help you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] That's it. Uh, thank you for your help.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] All right. All right. Bye-bye.
[AGENT][NEUTRAL] Mm.