AccountId: 011433970860
ContactId: e79d3d13-8678-43bf-b1c4-a222b1e2f37d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125680 ms
Total Talk Time (AGENT): 23168 ms
Total Talk Time (CUSTOMER): 66829 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/e79d3d13-8678-43bf-b1c4-a222b1e2f37d_20250512T12:32_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] OK.
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII], and I, um, I just have a couple of questions. I have a cancer insurance policy with you guys.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I was just diagnosed with lymphoma, so I submitted one claim, but I don't know like how to go back and submit like my travel expenses and things like that.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Well, I can definitely help you with filing your claim and um [PII], may I have a good contact number in case we're disconnected and your policy number?
[CUSTOMER][NEUTRAL] Yes, my phone number is [PII].
[CUSTOMER][NEUTRAL] And where would I find my policy number? Oh, hang on, I do know. Hang on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 229.
[CUSTOMER][NEUTRAL] 6056
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] All right. I have you here. Can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, my date of birth is [PII].
[CUSTOMER][NEUTRAL] And did you want address or email?
[AGENT][NEUTRAL] Um, both.
[CUSTOMER][NEUTRAL] Uh, my address is [PII], and my email is the one on file. I think you have [PII].
[CUSTOMER][NEUTRAL] Or I can give you another one if that one doesn't match.
[CUSTOMER][NEUTRAL] Hello?