AccountId: 011433970860
ContactId: f847bab1-e550-49bb-9f22-055424b18fc8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 225759 ms
Total Talk Time (AGENT): 54334 ms
Total Talk Time (CUSTOMER): 98549 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/f847bab1-e550-49bb-9f22-055424b18fc8_20250422T19:13_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], my name is [PII]. Uh, I'm calling on behalf of my mother-in-law, uh, [PII].
[CUSTOMER][NEUTRAL] Uh, she has had some cancer cut off of her face and uh was wanting to have some forms so we could, uh, file on that.
[AGENT][NEUTRAL] OK. Do you have the policy number?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Policy number.
[AGENT][NEUTRAL] Or certificate number?
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] Hold on just a second.
[CUSTOMER][NEUTRAL] 177.
[CUSTOMER][NEUTRAL] 242
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 6
[AGENT][NEUTRAL] OK, getting that pulled up. One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, in [PII].
[CUSTOMER][NEUTRAL] 74.
[CUSTOMER][NEUTRAL] 78 it went up to that.
[AGENT][NEUTRAL] OK, and you said 177242, is that right?
[CUSTOMER][NEUTRAL] Much.
[CUSTOMER][NEUTRAL] Yes, ma'am, yeah, yeah.
[AGENT][NEUTRAL] Um, I didn't pull anything up under that. So what was the last name of the policy?
[CUSTOMER][NEUTRAL] anything up
[CUSTOMER][NEUTRAL] Uh [PII], [PII]
[AGENT][NEUTRAL] And first name?
[CUSTOMER][NEUTRAL] Uh, [PII] was, uh, her husband, but her name is [PII].
[CUSTOMER][NEUTRAL] Barber.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I'm sorry, what did you say?
[AGENT][NEUTRAL] Is it [PII]?
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am, yes ma'am.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, let me see. Looks like I've got a few policies. Let me see.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK. Do you have her date of birth?
[CUSTOMER][NEUTRAL] Uh yes, [PII].
[AGENT][NEUTRAL] OK, thank you. And what is the address on the account?
[CUSTOMER][NEUTRAL] Her address, uh.
[CUSTOMER][NEUTRAL] [PII], what's my mom's address?
[CUSTOMER][NEUTRAL] I tell you, I don't know. What's your address, your number.
[CUSTOMER][NEUTRAL] OK [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] zip code [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and you're needing claim forms, is that correct?
[CUSTOMER][NEUTRAL] You're
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, we can get those mailed out to you. Um, is that how you'd like them sent by mail?
[CUSTOMER][NEUTRAL] mailed out to you.
[CUSTOMER][NEUTRAL] Yeah, yeah, that, yeah, if you would mail them, yes, yeah, we don't have any other way of getting them to us, you know, running copies or anything.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right. I will get those forms sent today. Um, just, you should receive them in the mail in about 3 to 4 working days, OK?
[CUSTOMER][NEUTRAL] In the mail
[CUSTOMER][POSITIVE] That sounds good. Thanks, thank you, [PII].
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good afternoon.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Right