AccountId: 011433970860
ContactId: a006870c-35f6-46e5-8452-c35d26a9c1e8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102730 ms
Total Talk Time (AGENT): 40478 ms
Total Talk Time (CUSTOMER): 64548 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/a006870c-35f6-46e5-8452-c35d26a9c1e8_20250221T14:18_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, yes, uh, my name is [PII] and, uh, and [PII] is my wife, [PII], and we have a cancer policy with you guys, and, uh, I've been sending, uh, uh, I've had some surgery on my chest, uh some uh cancer removed.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I've been sending um the claims to [PII]. Uh, so when I, when I get the information, um, here in a few a week or two, do I send it to [PII], or do I send it to [PII]?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] So the [PII] Post Office box is no longer valid. Now, if we do receive claims there, they will forward it to the [PII] PO box.
[CUSTOMER][NEUTRAL] So I don't need, OK, I need to send it to [PII] instead of [PII], right?
[AGENT][POSITIVE] Yes, sir. That's correct. And
[CUSTOMER][NEUTRAL] When I get the information, oh, OK.
[AGENT][NEUTRAL] Do you wanna verify that PO box, make sure that you have it um the correct.
[CUSTOMER][NEUTRAL] And yeah, I got [PII].
[AGENT][NEUTRAL] Yes sir, that is the correct address to send claims to.
[CUSTOMER][POSITIVE] OK doke. OK, I. Well, thank you so kindly. You have a blessed day.
[AGENT][POSITIVE] I hope you have a blessed day too, Mr. [PII]. It was such a pleasure to assist you and if you need anything, never hesitate to give us a call.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] Thank you, sir. Take care. Thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.