AccountId: 011433970860
ContactId: a26fef1f-6d34-4573-b9b2-819b24203361
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242500 ms
Total Talk Time (AGENT): 84331 ms
Total Talk Time (CUSTOMER): 118057 ms
Interruptions: 2
Overall Sentiment: AGENT=2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/a26fef1f-6d34-4573-b9b2-819b24203361_20250624T16:34_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, um, I'm getting ready to, um, file some, some, uh, travel.
[CUSTOMER][NEUTRAL] And on the claim form there's only 3 lines, but I have more travel than that.
[AGENT][NEUTRAL] Uh, you can write on a separate sheet of paper as far as um any other dates you may have as far as travel.
[CUSTOMER][NEUTRAL] OK, so if I just typed it on a regular sheet but kept the same uh.
[CUSTOMER][NEUTRAL] Uh, places as far as the date and the.
[CUSTOMER][NEUTRAL] All that kept it the same it would be OK.
[AGENT][NEUTRAL] Uh, it should be, yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh I just know there's a certain.
[CUSTOMER][NEUTRAL] Order which you have to put information as long as I stay with that I should be OK.
[AGENT][NEUTRAL] Yes, sir. Uh, what is your policy number? Because I'm assuming it's cancer plan?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, because most of our uh cancer policies, um, when if you've had surgery or
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Receiving chemo, radiation, immunotherapy, or had a blood transfer of platelets, they automatically check transportation.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Uh, well, I haven't received anything.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I just filed my initial claim today.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, uh, my, my policy number is 254.
[CUSTOMER][NEUTRAL] 0564
[AGENT][POSITIVE] Thank you and your name is?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And Mr. [PII], verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] My
[CUSTOMER][NEUTRAL] Mailing address is [PII].
[AGENT][NEUTRAL] OK, and your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much. And happy pre-birthday. Your birthday is gonna be coming up next week.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Are you excited or just another day?
[CUSTOMER][POSITIVE] Yes, yes I am.
[AGENT][POSITIVE] Good deal.
[AGENT][NEUTRAL] Let's see. I do show claims that been received. It looks like today and they are in line for processing.
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][POSITIVE] But yes, sir, you can, um, go on, I'm sorry.
[CUSTOMER][NEUTRAL] OK, well,
[CUSTOMER][NEGATIVE] The claim was really long at my uh.
[CUSTOMER][NEUTRAL] Uh, information from my doctor.
[CUSTOMER][NEUTRAL] The, the
[CUSTOMER][NEUTRAL] The diagnosis was like 26 pages long.
[AGENT][POSITIVE] Oh bless it.
[CUSTOMER][NEUTRAL] So yeah.
[CUSTOMER][NEUTRAL] That's when I asked for that. That's what the nurse handed me, so that's what I scanned and that's what I sent.
[AGENT][NEUTRAL] Oh, that's fine. They will go through every single page.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] I know, OK, so I got this, uh, I guess the only other thing.
[CUSTOMER][NEUTRAL] Uh, you said I can write that down.
[CUSTOMER][NEUTRAL] I need to send my explanation of benefits, but I have to scan that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So I'll start working on that. So thank you very much and I'll, I'll get started on this other part. Thank you so much and you have a great afternoon.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] Oh yeah, oh, you're welcome. Alright, you too, and thank you so much for calling APL, Mr. [PII].
[CUSTOMER][NEUTRAL] You bet. Bye.
[AGENT][NEUTRAL] Bye.