AccountId: 011433970860
ContactId: bb667b20-286a-42d9-ba89-e7ed7fe20cd2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 639090 ms
Total Talk Time (AGENT): 265209 ms
Total Talk Time (CUSTOMER): 175019 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/bb667b20-286a-42d9-ba89-e7ed7fe20cd2_20250619T16:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, I'm [PII], and me and my wife have a cancer policy, and she filed a claim and, uh, they, that's probably about 3 months ago and anyway she called and they said there's something on there they couldn't read. Could you tell me what it is and
[CUSTOMER][NEUTRAL] Maybe I can answer it.
[AGENT][NEUTRAL] OK, I can help you with that. Um, can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] And do you have the policy number with you?
[CUSTOMER][NEUTRAL] Yeah, it's 5 no it's 590124.
[AGENT][NEUTRAL] Give me just a moment to look that up.
[AGENT][NEUTRAL] And is the claim on your behalf or on hers?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] On hers.
[AGENT][NEUTRAL] Can you verify her name and date of birth for me please?
[CUSTOMER][NEUTRAL] Uh, for her it is uh [PII].
[AGENT][NEUTRAL] And what address do we have on file for you?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And is she near you so that I can get one time authorization um for us to speak with you on her behalf?
[CUSTOMER][NEUTRAL] Uh, no, she's not here. She just told me to do it.
[AGENT][NEUTRAL] We will need to speak with her um to get a one time authorization uh otherwise if you'd like you can fill out a third party, um.
[AGENT][NEUTRAL] Third party authorization form and turn that back into us and then we can speak to you on her behalf without having to go through this uh process.
[CUSTOMER][NEUTRAL] But I'd have to mail it in and all that.
[AGENT][NEUTRAL] Uh, yes, I would mail it in, um, and you are correct that it said that it wasn't legible.
[AGENT][NEUTRAL] Um, so I would try and send in a copy of whatever uh you send in. I would send that through the mail as well.
[AGENT][NEUTRAL] Um, let me see here.
[CUSTOMER][NEGATIVE] I don't, I don't know what they can't read.
[CUSTOMER][NEUTRAL] Is it on the section A or?
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] I am showing an email on file. Uh, would you like me to send you a copy of that third party authorization form through email so you'll have it.
[CUSTOMER][NEUTRAL] Well, you know, I, she'll be here after a while, uh.
[CUSTOMER][NEUTRAL] She maybe seen this car and and uh.
[CUSTOMER][NEUTRAL] Speak to someone
[AGENT][NEUTRAL] OK, and you can always go on our website and fill that out as well.
[AGENT][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Anyway, no one ever notified her that there was anything wrong that.
[AGENT][NEUTRAL] Um, let me see here.
[AGENT][NEUTRAL] Give me just one moment let me see if I can get someone from claims to um verify what they need resend OK?
[CUSTOMER][POSITIVE] OK, good.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] I know agent staff. Goodbye.
[AGENT][NEUTRAL] Alright, it looks like everyone, um, they must be in a meeting if you would like I can put in a request to have someone call you back um and then maybe, uh, your wife will be home by then and then we can get her authorization as well um but if you'd like I can put in a uh a request for someone to call you back so they can see exactly what what they need, what they weren't able to see is that all right?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Give me just one moment and let me see if I can get, uh, put that request in for you just real quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thanks.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] For you today.
[CUSTOMER][NEUTRAL] In [PII] City or
[AGENT][NEUTRAL] Um, I am in [PII], yes, but not, um, not everyone is. Let me see.
[AGENT][POSITIVE] It's funny. I actually have family in the colony.
[CUSTOMER][NEUTRAL] Oh, you do?
[AGENT][NEUTRAL] Mhm. I was just there, uh, for spring break, uh, seeing my family. Mhm.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Where they live.
[AGENT][NEUTRAL] Uh, I don't know the exact location. [PII] is, is a new territory for me. I'm, I'm in [PII]. I'm with the Easy Roads. I know all of the easy roads. I cannot figure out those [PII] roads at all, so I just go where my GPS tells me to go.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] There you go.
[CUSTOMER][NEUTRAL] Yeah, we've been here about 25 years.
[AGENT][NEUTRAL] Yeah, they, they've lived there most of their life.
[CUSTOMER][POSITIVE] Yeah, we've been here about 25 years and then we like it here uh it's just.
[CUSTOMER][NEUTRAL] Kind of small town.
[AGENT][POSITIVE] Yeah, it's nice and it's not that far from [PII].
[CUSTOMER][NEUTRAL] Uh, smaller community but we.
[CUSTOMER][POSITIVE] Yeah, that's one thing we like about it pretty easy to access about any direction.
[AGENT][POSITIVE] Yeah, and they were also still fairly close to it. uh, my grandparents lived in [PII]. I don't know if it's a very small town, um, but it was, it wasn't too far away from them back when uh we were able to see them all the time. And so we were all about halfway, so it was nice, uh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me see here.
[CUSTOMER][NEUTRAL] I used to live about 15 miles from.
[CUSTOMER][NEUTRAL] [PII] and about 15 miles from [PII].
[AGENT][POSITIVE] Yeah, that's not bad.
[CUSTOMER][NEUTRAL] I think I think [PII].
[AGENT][POSITIVE] [PII] is gorgeous.
[CUSTOMER][NEUTRAL] Kind of on the way up the broken bow, you know where that is.
[AGENT][NEUTRAL] I do. I've been there a couple of times.
[CUSTOMER][NEUTRAL] Are you a school girl?
[AGENT][NEUTRAL] I am an Oklahoma State Cowboy.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh, you are, OK.
[AGENT][POSITIVE] And my, and my family are all longhorns or sooners, so I am the black sheep.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Our neighbor, he has, they have a son that goes to school there.
[AGENT][POSITIVE] Yeah, it's nice.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] I did look whenever I was first going. I wanted to go to [PII] just to be closer to some family that I don't see all that often, but I changed my mind.
[AGENT][NEUTRAL] It, it's too much, it's too far away from my parents and it, it was quite the drive and it's just a big culture shock for me. Um, I'm not used to living in big towns, so.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] In [PII] is a big town for me.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well, yeah, it's a big town here, it's all the way through [PII], you know, no, no, no break in between.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The whole town.
[CUSTOMER][NEUTRAL] You have to change your driving skills when you come here.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yeah, and I don't have them. I, I go to my few places and that's it. I don't venture out too much.
[AGENT][NEUTRAL] Um, when someone from claims calls you back, would you like them to call you at the, uh, the number you're calling from now ending in [PII]? OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, that'd be great.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right. I will get that sent over and in the meantime, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Well, I think it's all right now.
[CUSTOMER][NEUTRAL] Uh, I get that straightened out and I be.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Go from there. I don't know what else.
[AGENT][NEUTRAL] Yes, and I, and I did just put in that request as well so hopefully someone can get back to you uh sometime today or tomorrow. Is that OK?
[CUSTOMER][NEUTRAL] I don't think we have any opinion.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, it
[CUSTOMER][NEUTRAL] Well, if it's about 3 hours from now you might have to call my wife. I don't know.
[AGENT][NEUTRAL] OK, if not, we'll always be able to leave a message and um she can call us back or you can call us back.
[CUSTOMER][NEUTRAL] Yeah, yeah, like
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][POSITIVE] OK, well, thanks for your help.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Alright well thank you for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, you too.
[AGENT][NEUTRAL] Alright bye.
[CUSTOMER][NEUTRAL] But