AccountId: 011433970860
ContactId: f8273fef-088f-443e-8364-340d243ab040
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 315329 ms
Total Talk Time (AGENT): 122685 ms
Total Talk Time (CUSTOMER): 92436 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/f8273fef-088f-443e-8364-340d243ab040_20250520T14:39_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I was calling about a cancel policy that I have with you all.
[AGENT][NEUTRAL] OK. Do you have your policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] I do not have the policy number.
[AGENT][NEUTRAL] OK, um, I can look it up by your last name or social.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then how do you spell your first name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, you said it was regarding a cancer policy, is that right?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, let me get that pulled up.
[AGENT][NEUTRAL] OK, Ms. [PII], can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And just need your address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, looks like we might have an old address on file. Um, do you have a previous address?
[CUSTOMER][NEUTRAL] I think it's probably that, that [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, that's what we have on file. Do we need to get that changed for you?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, get that changed real quick.
[CUSTOMER][NEUTRAL] I mean, I'll get the mail there, but you probably need to put my new address on there.
[AGENT][NEUTRAL] OK, what's your new one? you give that to me one more time.
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, thank you. Is that [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, perfect.
[AGENT][POSITIVE] How can I help you today?
[CUSTOMER][NEGATIVE] I had to go on the [PII] and have an outpatient surgery cause they found some spots in my breast.
[CUSTOMER][NEUTRAL] And they had to go in and take it out.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you wanting to get a claim submitted for that?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, would you like us to send you the claim form, or, um, I could email it or send it by mail, and then it'll, uh, you'll just.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] You can email it, you can.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you can email it to me.
[AGENT][NEUTRAL] What's your email address?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you want to update that on our files so we have that on file? Is that OK?
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII], correct?
[CUSTOMER][NEUTRAL] Right.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK, Ms. [PII], I've got that updated and then I'll get that form sent to you. And is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's it. So I just need to get this form and uh take it to my doctor.
[AGENT][NEUTRAL] Yeah, so you'll, we'll need like an itemization of um the surgery that you had, so that, so the charges that they build, you know, where the services were rendered, um, the type of surgery it was, and then your diagnosis, there'll be a list of what we need on that claim form that I sent to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And then if you have any questions at all, please don't hesitate to give us a call back and then I would take it to your doctor though and see, you know, have them read that and see if they can provide you the documentation we need. They should be able to do that.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Alright, I'll see if I'll get that.
[AGENT][NEUTRAL] OK. Uh, anything else I can help with?
[CUSTOMER][NEUTRAL] No, that's all right now. I mean, that's the only thing that I have with you all.
[AGENT][NEUTRAL] OK. Well, I'll get that sent over to you. Just give me a few minutes, look out for that in your email and then um once you get the information, you can send that back into us, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Goodbye.