AccountId: 011433970860
ContactId: e8ffa0c5-bca1-44d4-ad8f-7917984ec623
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 290600 ms
Total Talk Time (AGENT): 90767 ms
Total Talk Time (CUSTOMER): 134783 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/e8ffa0c5-bca1-44d4-ad8f-7917984ec623_20250110T21:24_UTC.wav
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[AGENT][NEUTRAL] Oh
[CUSTOMER][POSITIVE] I'm sorry
[CUSTOMER][NEGATIVE] Uh, we didn't have a good connection.
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yes, can you hear me?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] OK, we didn't have a good connection and I didn't hear anything you said.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Is this uh American Public Life Insurance?
[AGENT][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] OK. Uh, my name is [PII]. My wife and I, [PII], have had a cancer policy for a very long time, uh, 50 years, I guess.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEGATIVE] I have lost uh my paperwork and I need to file a claim for my cancer treatment.
[CUSTOMER][NEUTRAL] Uh, and, and I, I don't even have the number of my policy. Can you find that for me?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I sure can, sir. Give me just one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you the primary insured?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] I think it's my wife [PII] and then I'm on her account.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] All righty. Do you?
[AGENT][NEUTRAL] Can you verify [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Excuse me, [PII].
[AGENT][NEUTRAL] Alright. Um, so yeah, it looks like your policy number under for that is 104.
[AGENT][NEUTRAL] 774.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 104774
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEGATIVE] Now, um, I don't have any, any more of the, of the forms that that I had where I, I filled in the, the doctor's name and that treated that has been treating me all these years and uh the cover letter actually to the information that I send I I don't have any of that.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can, can I get
[AGENT][NEUTRAL] All right, let me
[CUSTOMER][NEUTRAL] Some copies of
[AGENT][NEUTRAL] Let me go ahead, Mr. [PII], and send you over to our, our cancer claims team and they'll be able to assist you with the documentation you need to file your claim, OK?
[CUSTOMER][POSITIVE] Thank you very much. OK.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help with?
[CUSTOMER][POSITIVE] That's all, thank you.
[AGENT][POSITIVE] You're welcome, sir. Have a great weekend and good luck with your treatment.
[CUSTOMER][POSITIVE] Have a good day.
[CUSTOMER][POSITIVE] Thank you very much. God bless you.
[AGENT][POSITIVE] All right. Have a great weekend. Just one moment, please.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. With whom am I speaking? How may I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] in Burger Resources. I have a Mr. [PII] online. He is calling in reference to policy 104.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Hold on, hold on, hold on. [PII].
[CUSTOMER][NEUTRAL] OK, and what's that policy number?
[AGENT][NEUTRAL] 104774
[CUSTOMER][NEUTRAL] That you went out
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] You went out, yes, you went out. What was that policy number again?
[AGENT][NEUTRAL] 104.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 774.
[CUSTOMER][NEUTRAL] OK, alright. OK.
[AGENT][NEUTRAL] And he needs to um file a claim and does not have the documentation he needs to do so so he would, he would need a little help with that.
[CUSTOMER][NEUTRAL] What type of claim is he trying to file?
[AGENT][NEGATIVE] It's a C442 policy, so it's cancer.
[CUSTOMER][NEUTRAL] OK. Can. OK. All right. Have you verified his information?
[AGENT][NEUTRAL] Um, I, his wife [PII].
[AGENT][NEUTRAL] [PII] is the primary policy holder and he did verify her date of birth with me.
[CUSTOMER][NEUTRAL] OK, I'll verify his information because we need to verify who's on the phone so you can go ahead and send over Mr. [PII]. Thank you.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Is this Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes, it is [PII]