AccountId: 011433970860
ContactId: c6d5fd74-37aa-4c31-b7cb-06d1073530a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 246929 ms
Total Talk Time (AGENT): 86353 ms
Total Talk Time (CUSTOMER): 102912 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/c6d5fd74-37aa-4c31-b7cb-06d1073530a1_20250512T15:45_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, I'm [PII] and I'm calling about certificate number 457612.
[CUSTOMER][NEUTRAL] [PII] Es.
[CUSTOMER][NEUTRAL] And that he is my husband.
[AGENT][NEUTRAL] OK. And Ms. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And verify your date of birth and mailing address, please?
[CUSTOMER][NEUTRAL] OK. My date of birth is [PII].
[CUSTOMER][NEUTRAL] [PII]'s is [PII].
[AGENT][POSITIVE] Thank you and the mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you. And Ms. [PII], I apologize. How may I assist you again today?
[CUSTOMER][NEGATIVE] OK. Uh, this is my 3rd time to call to try to get claim forms. [PII] has taken treatment for bladder cancer, and I'm trying to file a claim and I don't have any forms.
[AGENT][NEUTRAL] OK, well, I can uh email you a claim form or we do have it available on our website.
[CUSTOMER][NEUTRAL] Can you not mail it to me?
[AGENT][NEUTRAL] We can have it mailed out to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I need them mailed to me.
[AGENT][NEUTRAL] OK, I can send a request to have the claim form mail.
[CUSTOMER][POSITIVE] I like yours.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] And that's all. How soon should I expect this?
[AGENT][NEUTRAL] Uh, that I'm not sure. I, I would say give it 3 to 5 business days since it's being mailed.
[CUSTOMER][NEGATIVE] OK. Like I say, this is the 3rd time I've requested them. I have not gotten them.
[AGENT][NEUTRAL] OK, well, um, I'll send that request out and.
[AGENT][NEUTRAL] You can't have it emailed?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, well I can send a request to have it mailed out to you and again we do have it available on our website too.
[CUSTOMER][NEUTRAL] What is your website?
[AGENT][NEUTRAL] Uh, it's [PII].
[CUSTOMER][NEUTRAL] AM
[AGENT][NEUTRAL] [PII]. Yes, ma'am.
[CUSTOMER][NEUTRAL] Let's find out
[AGENT][NEUTRAL] And under claims and form. oh, go ahead, I'm sorry.
[CUSTOMER][MIXED] OK, but I rather have
[CUSTOMER][NEUTRAL] It's OK, claims and forms.
[AGENT][NEUTRAL] Uh, yes, ma'am. Under claims and forms, it would be cancer claim form.
[AGENT][NEUTRAL] But I will send a request to be mailed out to you. Um, is there anything else I can assist you with today?
[CUSTOMER][NEGATIVE] That's all. And this is not American public life anymore.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It is American Public Life, yes ma'am.
[CUSTOMER][NEUTRAL] But the website is [PII].
[AGENT][NEUTRAL] [PII]. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Uh, yes, ma'am. Thank you for calling APL. Have a great rest of your day, Ms. [PII].
[CUSTOMER][POSITIVE] You too. Thank you. Bye.
[AGENT][NEUTRAL] Bye.