AccountId: 011433970860
ContactId: da01d44e-5912-46eb-9adf-0cb700892615
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191600 ms
Total Talk Time (AGENT): 26119 ms
Total Talk Time (CUSTOMER): 64988 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/da01d44e-5912-46eb-9adf-0cb700892615_20250515T14:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK, my husband went to the, uh, I'm calling for my husband, [PII] in [PII].
[CUSTOMER][NEUTRAL] He went to his dermatologist and she uh had, he had cancer like 3 times on his face. And I need to know how we file a claim for this.
[AGENT][NEUTRAL] OK, I, um, OK, and this was for [PII], um, what I'm sorry, what was your name please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK, um, and then [PII], let's see.
[CUSTOMER][NEUTRAL] Do what?
[AGENT][NEUTRAL] OK, so you just need assistance on how to, yes, I'm so sorry you said you just needed assistance on how to file the claims?
[CUSTOMER][NEUTRAL] Are, are you there?
[CUSTOMER][POSITIVE] Yes, on this procedure, yes.
[AGENT][POSITIVE] OK, sure we can get that.
[CUSTOMER][NEUTRAL] Do you need a, I, I.
[AGENT][NEUTRAL] Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] I have some old uh
[CUSTOMER][NEGATIVE] I have some old claim statements from down in [PII]. Those aren't any good, are they?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] What do you mean from like treatment that he's received in the past?
[CUSTOMER][NEUTRAL] Uh yes, well, no, these are just blank forms that I have, but they're from down in [PII]. Can you send me some new forms?
[CUSTOMER][NEUTRAL] Some new claim forms.
[CUSTOMER][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] I don't know what happened.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEGATIVE] I think she hung up.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Well, it's nobody on the line, OK?
[CUSTOMER][NEUTRAL] I'm on the house phone.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Nobody's there.
[CUSTOMER][NEUTRAL] I'm going to call her back.
[CUSTOMER][NEGATIVE] I said, I, she's got me cut off. She must have it. I can't get the dial tone.
[CUSTOMER][NEUTRAL] She's in [PII].
[CUSTOMER][NEUTRAL] They used to be in [PII] and they moved to [PII].