AccountId: 011433970860
ContactId: c2dbbcbd-33ec-436f-93ab-0bc8b94e0c31
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 572169 ms
Total Talk Time (AGENT): 136900 ms
Total Talk Time (CUSTOMER): 133688 ms
Interruptions: 4
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/c2dbbcbd-33ec-436f-93ab-0bc8b94e0c31_20250605T17:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII], and I'm calling about a policy that I have. I can give you the number. I wondered if you could mail me a copy of my policy. I don't know where my original is. I've had it since [PII].
[AGENT][NEUTRAL] OK, [PII], um, I can help you with that. Can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, uh, [PII].
[AGENT][NEUTRAL] And do you have your policy number with you?
[CUSTOMER][POSITIVE] Yes, I do.
[AGENT][NEUTRAL] OK. Can I get that?
[CUSTOMER][NEUTRAL] It's A
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Are you ready?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, A 73219.
[AGENT][NEUTRAL] OK, give me just a moment while I search for that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You said your last name is [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, give me just a moment.
[AGENT][NEUTRAL] Alright, [PII], and can I get you to verify your date of birth for me please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] OK, thank you so much, and the address that we have on file for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] I'm so sorry, did you want this policy emailed to you or did you want it sent in the mail?
[CUSTOMER][NEUTRAL] Please send it in the mail.
[AGENT][NEUTRAL] OK, give me just a moment.
[AGENT][NEUTRAL] Alright, give me just a moment while I find that policy for you.
[AGENT][POSITIVE] OK, give me just a moment. I'm gonna send a request in to get those sent out to you. Uh, I wanna go ahead and do this over the phone just so that we can make sure that everything is filled out correctly and to make sure that you get that taken care of.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, I have a quick question for you too. I had a bladder, a bladder cancer.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I wonder, do I need to fill out a claim form for that?
[AGENT][NEUTRAL] Yes, ma'am. You'll want to send a claim form in uh that has uh notes regarding your diagnosis when you were diagnosed, um, and if there were any itemized bills regarding that diagnosis, you'll want to send that in.
[AGENT][NEUTRAL] Um, I will say, um, sometimes hospitals don't give you itemized bills, they just give you a bill that shows the numbers. You will want to make sure that the itemized bill has any procedure codes on it.
[CUSTOMER][NEUTRAL] OK. Also, I wondered when you send that policy, could you send me a claim form?
[AGENT][NEUTRAL] OK, uh, sure, I can ask him to do that. Give me just a moment. Let me, uh, I'm gonna go ahead and finish filling this out and I will request that as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you wanted the cancer claim form?
[CUSTOMER][NEUTRAL] And you wanted the cancel claim form.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Give me just a moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] All right, Ms. [PII], I have that request sent, um, expected in 3 to 5 business days. Is that OK?
[CUSTOMER][NEUTRAL] My I have that requested um expected and
[CUSTOMER][POSITIVE] That's perfect.
[AGENT][NEUTRAL] All right, is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, I believe that'll take care of it. I just needed to look over that policy. It's been so many years ago that I, I'm not familiar with what actually is covered and etc.
[AGENT][NEUTRAL] OK. If you, um, yeah, just give it uh 3 to, like I said, 3 to 5 business days. If you don't receive it by then, uh, go ahead and give us a call back. I am going to put some notes in your file saying that we have requested to have that sent to you though, OK?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] Just give it, uh, like I said, 3 to 5 business days. If you don't receive it by then, uh, go ahead and give us a call back. I am going to put some notes in your file saying that we have requested to have it sent to you though, OK? OK, great, you've been very helpful, thank you.
[AGENT][POSITIVE] Great thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you so much for calling. Thank you, same to you bye bye.
[AGENT][NEUTRAL] Bye.