AccountId: 011433970860
ContactId: b66d26a3-7a38-41c8-a493-ad5ce8b8af41
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 686719 ms
Total Talk Time (AGENT): 128243 ms
Total Talk Time (CUSTOMER): 149757 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/b66d26a3-7a38-41c8-a493-ad5ce8b8af41_20250207T16:21_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I was checking to see I needed to make a claim on my cancer policy and I have the I have the information from the hospital that the itemized billing and I didn't know if I just need to send that in to you or if there's something else I need to do.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me get your name.
[CUSTOMER][NEUTRAL] OK, it's [PII]
[AGENT][NEUTRAL] And [PII], what's your policy number?
[CUSTOMER][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] 00974731
[AGENT][NEUTRAL] What's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] Can you verify your date of birth, your mailing address for me please?
[CUSTOMER][NEUTRAL] [PII] mailing address is [PII].
[AGENT][NEUTRAL] Mhm and what's your email address on file?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, so you have the itemized bill. We also need an APL cancer claim form completed by you as well. Do you have a claim form, [PII]?
[CUSTOMER][NEUTRAL] No, I don't, I don't.
[AGENT][NEUTRAL] Do you, do you want me to email one to the address you verified?
[CUSTOMER][POSITIVE] Yes, that's great.
[AGENT][NEUTRAL] OK, let me do that now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I just emailed that over to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Give it a few seconds.
[AGENT][NEUTRAL] It's coming from [PII].
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Still hasn't come through yet. Does it normally take that long?
[AGENT][NEUTRAL] You give it a few more minutes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me pull it up to make sure.
[AGENT][NEUTRAL] Did I send it correctly to or to the right email?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I am showing [PII].
[CUSTOMER][NEUTRAL] OK, that's my other email account. Let me check that.
[AGENT][NEUTRAL] This is the one that we have on file.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[CUSTOMER][NEUTRAL] Could you send it to this other email address because I don't have the other one.
[AGENT][NEUTRAL] OK, get that to me again, [PII].
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] So [PII], do you want me to change your email on file or leave it?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] You might want to change it. That's one's my work email and one's my home email.
[AGENT][NEUTRAL] OK, I, I can.
[AGENT][NEUTRAL] Alright just sent it to that one and then I'm gonna go in and update it.
[CUSTOMER][NEUTRAL] I see the one from my home address, let's see.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Can come through, yeah, usually it's not quite this slow.
[AGENT][NEUTRAL] OK, let me go back and look at this one.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No, I, I, I guess I wasn't paying attention when you said it earlier. OK, let, let me start over. It's [PII].
[AGENT][POSITIVE] OK, I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, after the at, give me the information after the ad just spell it out for me.
[CUSTOMER][NEUTRAL] And you had
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh [PII] [PII].
[AGENT][NEUTRAL] OK, not [PII] OK.
[CUSTOMER][NEUTRAL] Right, right, I'm sorry, I guess I didn't pay attention.
[AGENT][POSITIVE] Third time is a charm.
[CUSTOMER][POSITIVE] We hope so.
[AGENT][NEUTRAL] And I've already sent it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Must know it's Friday and it's not working anymore.
[CUSTOMER][NEGATIVE] It shut down for the weekend.
[CUSTOMER][NEUTRAL] OK, it just came through.
[AGENT][POSITIVE] OK, good.
[AGENT][NEUTRAL] And then on page one it gives instructions um as to what documents are required. I heard you say you do have the itemized bill.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I see it. I pulled it up and and it looks like I can print it out and get this in the mail soon.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, thank you so very much for your help.
[AGENT][POSITIVE] Oh, you're welcome, [PII]. Did you have any other questions I can help out with today?
[CUSTOMER][NEUTRAL] Uh, I don't think so. I think I just kind of needed to.
[CUSTOMER][POSITIVE] Know what to do to turn this claim in so you've helped me with that so I think I've got everything else.
[AGENT][POSITIVE] OK. All righty.
[AGENT][POSITIVE] OK, alright, well thank you for calling APL Jane and have a good weekend.
[CUSTOMER][POSITIVE] Thank you you as well.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.