AccountId: 011433970860
ContactId: b4ca3df8-29a5-4d07-b9a1-95bc8226ba7b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 270130 ms
Total Talk Time (AGENT): 135959 ms
Total Talk Time (CUSTOMER): 92131 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/b4ca3df8-29a5-4d07-b9a1-95bc8226ba7b_20250303T16:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, [PII], my name is [PII] and uh I have uh some uh
[CUSTOMER][NEUTRAL] My hospital uh bill, my, uh, doctor bill, and my um
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Together and so I was wondering where do I mail this to?
[AGENT][NEUTRAL] Oh, to file a claim?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, let me know when you're ready. Are you ready for it now?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, it is [PII] mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] OK, now, uh, do I put attention anyone?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, it could speak to claims department.
[AGENT][NEUTRAL] I've also got a fax number. If you've got access to a fax machine, I've got a fax number as well.
[CUSTOMER][NEUTRAL] Just put claims department.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Claims department.
[AGENT][NEUTRAL] Did you want that as well?
[CUSTOMER][NEUTRAL] Yeah, hold on just a second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, go ahead with the fax number.
[AGENT][NEUTRAL] Yes, that is 877.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK, and, uh, so if I mail it in, I just put you a little note in there telling you my name and my address and all that and then uh if I fax it I'll just put a cover sheet with that on it, correct?
[AGENT][NEUTRAL] That's fine. um, we do need that correct, uh, claims form filled out as well.
[AGENT][NEUTRAL] If you'd like I can get that policy, yes, um, I can get your policy pulled up so I can see what kind of form you need and I can send that to you.
[CUSTOMER][NEUTRAL] The claim form.
[CUSTOMER][NEUTRAL] Well, where do I get that?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, um, and then [PII] really quick, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. I have 687-412.
[AGENT][NEUTRAL] OK, one moment please.
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] Alright, and I'm just gonna verify some information really quick, [PII], can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address we've got on file for you. Uh, looks like it is a [PII] account.
[CUSTOMER][NEUTRAL] Yes, ma'am. [PII].
[AGENT][NEUTRAL] Alright, thanks for verifying that information, [PII]. Uh, so this is for your cancer policy, um, so that would just be that cancer claim form. Um, I can send that to you if you'd like, I can email you a copy, um, or you can get it from our website at [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, just go ahead and mail it to me because I don't even have a computer yet.
[AGENT][NEUTRAL] You want a physical copy mailed to you?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, um, so I can do that and then also just, uh, so you know what you said you don't have access to a computer?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, OK, um, well I was gonna say we, uh, also have an online portal you could use to submit and file claims as well, um, so if you were ever to have access to a desktop or a laptop computer, you can give us a call back and we can let you know how to do that.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK, so you just wanted that claim form mailed to that [PII]?
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][POSITIVE] All [PII]. I will get that sent to you. Did you have any other questions for me?
[CUSTOMER][POSITIVE] No, ma'am. I appreciate you.
[AGENT][POSITIVE] Alright, of course, thanks for calling [PII]. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you. Bye bye.