AccountId: 011433970860
ContactId: ea732587-b8a8-462e-a615-5a66f7c6bafa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 296980 ms
Total Talk Time (AGENT): 76620 ms
Total Talk Time (CUSTOMER): 68100 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/ea732587-b8a8-462e-a615-5a66f7c6bafa_20250625T21:34_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. I'm calling to check on the claim.
[AGENT][NEUTRAL] OK, is it a claim for yourself?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] No, ma'am, I don't.
[AGENT][NEUTRAL] OK, do you, I can look it up by your last name or social.
[CUSTOMER][NEUTRAL] How
[CUSTOMER][NEUTRAL] My last name is [PII] M.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your first name?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, [PII] E.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh my God
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] OK, give me just one moment.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what type of claim was it? Was it accident or critical illness or?
[CUSTOMER][NEUTRAL] Wellness.
[AGENT][NEUTRAL] Illness? OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Can you verify your date of birth for me, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what is your address and email address?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you. And then lastly, just a good callback number in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, it looks like we received the claim.
[AGENT][NEUTRAL] That for
[AGENT][NEUTRAL] 613-2025. Is that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, it looks like we were needing the, the claim form we received wasn't completed.
[AGENT][NEUTRAL] Uh, looks like sections A through F we needed you to complete and return and then we can get the claim process.
[CUSTOMER][NEUTRAL] I need to complete what now?
[AGENT][NEUTRAL] Uh, the, the claim form, there's section A through F.
[AGENT][NEUTRAL] That needs to be completed.
[CUSTOMER][POSITIVE] I do yeah
[CUSTOMER][POSITIVE] I started feeling all that too yeah.
[CUSTOMER][NEUTRAL] Where's F I see oh.
[CUSTOMER][NEUTRAL] I can be.
[AGENT][NEUTRAL] Uh, let me pull up what we received.
[CUSTOMER][NEUTRAL] So like.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um, let me see. I'm looking at the form. Give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] OK. It looks like the information about your medical provider, section D.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Um, wasn't completed, if you can complete that part.
[CUSTOMER][NEUTRAL] OK, the uh
[CUSTOMER][NEUTRAL] The doctor name and.
[CUSTOMER][NEUTRAL] Contact OK.
[AGENT][POSITIVE] Yes, yes, that's correct.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, I get, uh, the HR to send it back over.
[AGENT][NEUTRAL] OK. Is there anything else I can help with today?
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] OK, well, thanks for calling APL. I hope you have a good evening.
[CUSTOMER][POSITIVE] Thank you bye bye.