AccountId: 011433970860
ContactId: fe5a08e3-cabe-4de8-a06c-66b7bd02256d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 280170 ms
Total Talk Time (AGENT): 121230 ms
Total Talk Time (CUSTOMER): 82970 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/fe5a08e3-cabe-4de8-a06c-66b7bd02256d_20250324T19:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], I need to find out um.
[CUSTOMER][NEUTRAL] What numbers I need to put on like a cancer claim form.
[CUSTOMER][NEUTRAL] And uh I see you claim form.
[CUSTOMER][NEUTRAL] I know I probably have to put different numbers, right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, so, um, depending on what kind of, uh, coverage you have, you'll have different policy numbers. What is your name and one of your policy numbers?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Or [PII] and it's 592141.
[AGENT][NEUTRAL] OK, let me look that up real quick, Ms. [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome. OK, Ms. [PII], can you please verify your policy for me? I'm gonna need for you to give me your date of birth first.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then also, what is your phone number just in case we're disconnected, I'll be able to call you back.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and your email address and phone number.
[AGENT][NEUTRAL] I'm sorry, email address and physical address.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, [PII] and [PII].
[AGENT][POSITIVE] OK, thank you. I appreciate that so much.
[AGENT][NEUTRAL] OK, so let me look at your policies.
[AGENT][NEUTRAL] And you're specifically asking about intensive care, is that correct?
[CUSTOMER][NEGATIVE] Yes, and cancer.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let me look here at your cancer policy. That policy number is 592, the one that you gave me, 592141. That is your
[AGENT][NEUTRAL] Um, cancer policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then your intensive care policy number, let me see if I can find it for you.
[AGENT][NEUTRAL] It's going to be 528.
[AGENT][NEUTRAL] 453.
[CUSTOMER][NEUTRAL] OK, and on one form it's got an APL policy number. What is that?
[AGENT][NEUTRAL] APL policy number is our company American Public Life APL and the policy number would match your policy for APA.
[CUSTOMER][NEUTRAL] OK, what would it be?
[AGENT][NEUTRAL] You, it said APL policy number, that's gonna be for intensive care, it's gonna be the 528453.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and for the other one it's gonna be 592141.
[AGENT][NEUTRAL] 41. That's for the cancer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and I think.
[CUSTOMER][NEUTRAL] I think that's it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, thank you very much.
[AGENT][POSITIVE] You're very welcome Miss [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Um, have the have the claim forms changed over the last few years?
[AGENT][NEUTRAL] Uh, that I'm.
[CUSTOMER][NEUTRAL] At least the last 2 years.
[AGENT][NEUTRAL] Yes, ma'am, um, let me give you our website where you can go, uh, get the claim forms.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's AM [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And when you get on the website you're gonna click on claims and forms.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, is there
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[CUSTOMER][POSITIVE] Thank you.