AccountId: 011433970860
ContactId: c755a55b-ba9c-498e-91a6-627b84f5b390
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 284269 ms
Total Talk Time (AGENT): 144891 ms
Total Talk Time (CUSTOMER): 101827 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/c755a55b-ba9c-498e-91a6-627b84f5b390_20250528T15:46_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, um, we, my husband has a cancer policy, and, um, I, I wanted to see if there's some way I could find a form to fill out a claim for that from last year.
[AGENT][NEUTRAL] OK, so you're needing to get a cancer claim form. Is that correct? Yes, ma'am, I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] Yes. Yes.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Thank you. And Miss [PII], what is a good callback number for you please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And do you have the policy number, please?
[CUSTOMER][NEUTRAL] Uh yes, it is 9A0126603.
[AGENT][NEUTRAL] OK, thank you, one moment.
[AGENT][NEUTRAL] OK, Ms. [PII], so I will need to verify some information first for security. So first off, if you could please verify your husband's name and date of birth.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, his name is [PII].
[CUSTOMER][NEUTRAL] And his date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And the home mailing address?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] Thank you and the phone number that we would have on file for your husband?
[CUSTOMER][NEUTRAL] Um, let me see, premium, uh, wait a minute, let me see, a claim number, um, let me see.
[AGENT][NEUTRAL] No, ma'am, his phone number, his phone number.
[CUSTOMER][NEUTRAL] Oh, the phone number. I'm sorry, the same as mine, [PII].
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] OK, we have a different phone number on file for him. What is another number that we could have?
[CUSTOMER][NEUTRAL] Um, [PII], I hardly ever call. It may be my old number [PII].
[AGENT][POSITIVE] OK, thank you. All right.
[AGENT][NEUTRAL] OK, so you're needing a cancer claim form, is that correct, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so you can go to our website.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the website that you will go to is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK. All right.
[AGENT][NEUTRAL] Uh huh yes ma'am, when that page pulls up at the top you will see where it says claims and forms.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you would click on that link and then just scroll down the page and it will about middle ways down it's gonna start listing the different claim forms they're in alphabetical order and the third one that you should see is the cancer claim form and there is a download button it um out to the right on the screen it says download form and it's a blue button and you just click on that button.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that will open up the claim form for you with all the instructions on page one. Now, Ms. [PII], how do you spell your first name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, with a [PII] OK, thank you. So yes, ma'am, that is where and on the bottom of that claim form it does have our mailing address, a PO box, and there is a fax number and that is our secured fax line to which you can send in the information.
[CUSTOMER][POSITIVE] OK, great. That would be wonderful.
[AGENT][NEUTRAL] All right. OK. Well, is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] I think that, I think that will do it. Thank you very much for your help. I appreciate it.
[AGENT][POSITIVE] Well, yes, ma'am. You're certainly very welcome. And again, thank you for calling APL if that's all I can help you with. I hope you have a very nice day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Bye-bye.