AccountId: 011433970860
ContactId: ecac44f1-4262-447f-9187-869a3a8693b1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 480000 ms
Total Talk Time (AGENT): 214852 ms
Total Talk Time (CUSTOMER): 168994 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/ecac44f1-4262-447f-9187-869a3a8693b1_20250520T20:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling trying to get a form to send in a claim of my annual uh checkup.
[CUSTOMER][NEUTRAL] That I so I can be reimbursed the $50?
[AGENT][NEUTRAL] OK, uh, you were just needing us to send you a claim form for that, is that right?
[CUSTOMER][NEUTRAL] Yes, ma'am. Or you tell me how I can get one and how long, if you send it, how long would it take, it would it take for it to get here?
[AGENT][NEUTRAL] Sure, yeah.
[AGENT][NEUTRAL] Sure, so there's uh several different options for you we do have them on our website uh however I can have one sent to you through either mail or email if you prefer um what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII] R [PII].
[CUSTOMER][NEUTRAL] That's the sale.
[AGENT][POSITIVE] OK. Thank you. All right.
[CUSTOMER][NEUTRAL] What I'm talking on there.
[AGENT][NEUTRAL] And then uh do you have your policy number [PII]?
[CUSTOMER][NEUTRAL] See, I don't have my policy number, and that's one thing I need to.
[AGENT][NEUTRAL] That's OK.
[AGENT][POSITIVE] Sure I can get that for you as well um I can get that policy pulled up I could start using your social.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Alright, and then [PII] just gonna verify some information really quick. Uh, can I get your date of birth please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address that we've got on file for you. uh, looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] Uh, no, I have, yeah, I have a Gmail.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, [PII], is that what you have?
[AGENT][POSITIVE] Yes ma'am, that's the one that's it all right thank you so much for verifying all of that right and you did say this was for a uh wellness claim, correct?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, right. They said we couldn't, I haven't been sending mine in and I need to see, I had talked to the lady a while back and she told me I could go back as far as I could and send the claims in.
[AGENT][NEUTRAL] Absolutely, yes ma'am absolutely OK um again so I have a few ways of sending this to you um I think if you've got several um it would probably be easier if I email you a copy that way you can keep making copies if you need to. Would you prefer me doing it that way?
[CUSTOMER][NEUTRAL] OK, you can, now, if I, if you send it to my email, look, I'm gonna have to learn how to get it off.
[AGENT][POSITIVE] That's OK. um, I can absolutely I can mail them to you as well if you prefer that that is completely up to you.
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] Oh, I, can you do both? Can you email it to me a form and then send me a mail in the, OK.
[AGENT][NEUTRAL] I can
[AGENT][NEUTRAL] Absolutely, yes ma'am, I can absolutely do both um and in that email [PII], I will go ahead and include your policy number as well just so you have that for your record. Did you want me to go ahead and give that to you now or did you just want that in the email?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] You can give it to me now. I need to keep up with it.
[AGENT][POSITIVE] Alrighty, are you ready for it?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so this is for your cancer policy that is 7657.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] 76
[CUSTOMER][NEUTRAL] 57
[AGENT][NEUTRAL] 00.
[CUSTOMER][NEUTRAL] What? 0, 20s.
[AGENT][NEUTRAL] Yes ma'am, so 765-700.
[CUSTOMER][NEUTRAL] 00, OK.
[AGENT][NEUTRAL] Yes, uh, did you want your other policy as well? You do have an intensive care policy as well.
[AGENT][NEUTRAL] Or just the cancer for now?
[CUSTOMER][NEUTRAL] Yeah, now do, now when I, when this what I need to understand when I file on this policy, I just, I don't find find for both of them do I do well, the intensive care and for the uh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] For the, uh
[AGENT][NEUTRAL] For wellness benefit you mean?
[CUSTOMER][NEGATIVE] Cancer, the cancer, ma'am.
[AGENT][NEUTRAL] Right, the, the cancer policy is the one that's going to have the wellness benefit. Is that what you mean?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yes, absolutely, it would be that cancer policy.
[CUSTOMER][NEUTRAL] Now, uh with
[CUSTOMER][NEUTRAL] OK. Now, what about the intensive care?
[AGENT][NEUTRAL] Um, I believe that doesn't have any additional benefits besides being in intensive care or uh coronary care, but I can get that pulled up and double check if you'd like it. Give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] Bear with me just a moment. It's thinking about it.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Take your time.
[AGENT][NEUTRAL] OK, yes, um, I'm sorry that took me so long, uh, so this policy is simply going to be, thank you, um, so yes, it is simply going to be for, um, if there was uh for intensive care or uh coronary care.
[CUSTOMER][POSITIVE] Oh, that's all right.
[AGENT][NEUTRAL] That's gonna be the extent of this policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Alright, was there any additional information I could give you, Miss [PII]?
[CUSTOMER][POSITIVE] Now I have my husband on that policy too so I can send the wellness in a wellness claim in for him also, right?
[AGENT][NEUTRAL] Oh, let me check, let's see.
[AGENT][NEUTRAL] Yes, you and [PII] are both covered under this policy, so yes, he can absolutely uh follow wellness claims as well, um, so this policy went into effect [PII], so anything from that point you can absolutely file.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] You said [PII], right?
[AGENT][NEUTRAL] Yes ma'am, of [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, ma'am. I appreciate you so much, sweetheart.
[AGENT][NEUTRAL] Alright, you are very welcome. OK, so I'll go ahead and, uh, um, now the email do you want me to send it to this Gmail account that we have on file for you?
[CUSTOMER][NEUTRAL] Right, [PII]. uh no, wait a minute, [PII].
[AGENT][POSITIVE] Yes ma'am. Got it. OK, I will go ahead and send that now. I should get that shortly. Alright, Mr. [PII], well, I hope you have a great rest of your day. Thanks for giving us a call.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You too, and you be blessed.
[AGENT][POSITIVE] Thank you you too bye bye.
[CUSTOMER][NEUTRAL] OK. Bye-bye.