AccountId: 011433970860
ContactId: c3914a57-4cdf-42c8-b55c-401584c938c6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 254600 ms
Total Talk Time (AGENT): 109844 ms
Total Talk Time (CUSTOMER): 81382 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/c3914a57-4cdf-42c8-b55c-401584c938c6_20250529T12:44_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes, I've got an accidental claim with y'all, and on the [PII] I had to go to and then get CT scan and all that y'all send me uh the paperwork for the cancer and all that, but I didn't send me one.
[CUSTOMER][NEUTRAL] For the I do.
[CUSTOMER][NEUTRAL] So I don't know how about how to go for a claim or anything.
[AGENT][NEUTRAL] OK, so you sound really far away. Are you saying that you need help filing a claim or an update on a claim? I, I couldn't, I can't really understand you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I apologize, must be my phone. Uh, I'm up in the air. I should have your signal. No, I had to go to the emergency room not long ago.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I got an accidental claim with accidental claim with y'all.
[CUSTOMER][NEUTRAL] I actually did a uh policy with y'all.
[CUSTOMER][NEUTRAL] And I just, I got the paperwork for the cancer. I have a cancer one too, but I never did get the accidental.
[AGENT][NEUTRAL] Oh, you need like a breakdown of your coverage.
[CUSTOMER][NEUTRAL] So I didn't know if y'all needed to mail.
[CUSTOMER][NEUTRAL] Right, right, and what I need to do when I have.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. Well, I'll be more than happy to get the um policy certificate over to you. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and a good contact number and then I can search your policy with your social if you like.
[CUSTOMER][NEUTRAL] Yeah, that'll work uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And your social?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] OK, here we go in the accident. And I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And um I can
[AGENT][NEUTRAL] So let me see if the digital copy is available. I can send you a digital copy to your email just so you have it now, but I can also have for a physical copy to be mailed to your home so you have that as well if you like.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yeah, because I'm going to make a claim about, OK, yeah, 2 weeks ago I had to go, yeah, thank you.
[AGENT][NEUTRAL] You're very welcome. Hold on one moment.
[AGENT][NEUTRAL] OK, so it hm.
[AGENT][NEUTRAL] I'll do this. I'll send a message over to customer service. The reason I hesitated is because I noticed the policy just became effective [PII]. So this is probably already in the works, um, to get to you, but I will send customer service uh because it's not available.
[AGENT][NEUTRAL] For me to send to you. Um, so I'll send customer service a message and let them know that you're requesting your ID cards and your policy certificate to be um mailed to your home address and I'll put email to you and I'll make the request urgent so we can get this to you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yeah, I got the cancer policy. I got the cancer policy. I just think it's accidental. Thank you so much.
[AGENT][POSITIVE] You're very welcome, Mr. [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, no, I'll be contacting you know when I get the paperwork. Thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] I will thank you you too.
[AGENT][POSITIVE] You're welcome. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah.