AccountId: 011433970860
ContactId: bb34355f-ce5f-4805-8e00-b17555f5b355
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 276640 ms
Total Talk Time (AGENT): 59536 ms
Total Talk Time (CUSTOMER): 41550 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/bb34355f-ce5f-4805-8e00-b17555f5b355_20250217T20:45_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] My name is uh [PII], man. I was just scared y'all get all the paperwork y'all need uh for my cancer uh treatments.
[AGENT][NEUTRAL] OK, do you have your policy number?
[CUSTOMER][NEUTRAL] 256-603-0.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Just one second, let me get that pulled up.
[AGENT][NEUTRAL] Mr. [PII], can I get your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] Can you please verify your mailing address and your email address?
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][NEUTRAL] OK, we have a [PII] box as your um mailing address.
[CUSTOMER][NEUTRAL] Yeah, [PII]. Yeah, [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK. And you're just checking to see if we have everything we need for your cancer?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, it's still in line for processing, so let me see if I can look at it.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] I'm, I'm looking
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] I can.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 67.
[AGENT][NEUTRAL] Yes sir, at this time it looks like we have everything we need, but we won't know for sure until we actually process your claim.
[CUSTOMER][NEUTRAL] I guess it'll be sometime next week when he'll be out again.
[AGENT][NEUTRAL] Um, we received it on [PII], so yes sir, um, it should be sometime next week before your claims processed.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You are very welcome, Mr. [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Oh, no, sir. No, ma'am. Thank you.
[AGENT][POSITIVE] Alright, thank you for calling APO. You have a wonderful day.
[CUSTOMER][NEUTRAL] Uh