AccountId: 011433970860
ContactId: 0dec3d9d-5940-4756-83dd-a4791e61953e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 243380 ms
Total Talk Time (AGENT): 88437 ms
Total Talk Time (CUSTOMER): 96145 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/0dec3d9d-5940-4756-83dd-a4791e61953e_20250304T14:50_UTC.wav
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[AGENT][POSITIVE] Good morning and thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I just want to check on my status of my claim.
[AGENT][NEUTRAL] OK. I can verify your claim status for you. And your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Huh.
[AGENT][NEUTRAL] Sorry, yeah, I'm here. I heard [PII] and it's like, OK.
[CUSTOMER][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, oh yeah, I wish.
[AGENT][NEUTRAL] Uh, Mr. [PII], what's your policy number, please?
[CUSTOMER][NEUTRAL] It's 02431002.
[AGENT][POSITIVE] OK, thank you so much. Give me one moment.
[AGENT][NEUTRAL] OK. And verify your date of birth, mailing address, and email address for me.
[CUSTOMER][NEUTRAL] Um, it's [PII].
[CUSTOMER][NEUTRAL] No, it's uh [PII].
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And my email was [PII].
[AGENT][POSITIVE] OK, thank you so much. And a good call back is the [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and let's see.
[AGENT][NEUTRAL] It's for your cancer policy.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, it looks like uh the claim process is needed the pathology report for [PII] data service.
[CUSTOMER][NEUTRAL] Needs a pathology report.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Mm, well, we sent everything. There's a lady named [PII]. She was handling it, but I hadn't heard back from her, uh.
[CUSTOMER][NEUTRAL] Last we knew we had everything sent in to her.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Was that, did you have surgery on that day?
[CUSTOMER][NEUTRAL] No, uh.
[CUSTOMER][NEUTRAL] [PII]. I'm trying to think, might have been a biopsy or something. I hadn't had any surgery. They're gonna matter of fact, they're treating it this month, uh, don't freeze it.
[AGENT][NEUTRAL] OK. So that's probably the reason why. If it was a biopsy, which is considered a surgery, um, that path report is needed. Anytime you have any kind of surgery or biopsies, uh, we will always need that pathology report.
[CUSTOMER][POSITIVE] Yeah, but we've sent it to him and come back positive for cancer.
[AGENT][NEUTRAL] Was that the initial diagnosis on [PII]?
[CUSTOMER][NEUTRAL] My wife
[CUSTOMER][NEGATIVE] Uh, I don't know. I got my dates messed up. Matter of fact, they had to do two biopsies. The first one messed up, uh.
[CUSTOMER][NEUTRAL] I don't know. I'd have to get with somebody so you need a pathology report?
[AGENT][NEUTRAL] Uh yes, sir, for [PII].
[CUSTOMER][NEUTRAL] Did y'all get the uh what's today's date uh the.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, did y'all receive any information since then because we've sent this to that lady [PII].
[AGENT][NEUTRAL] Uh, the last claim information received was [PII] and looks like this process on [PII].
[AGENT][NEUTRAL] Uh, let me see what I.
[CUSTOMER][NEUTRAL] So the pathology report from [PII] is what you need.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I'll see if I can get that to you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And is there anything else I can assist you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] OK, well, I thank you for calling APL and you have a great rest of your day.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] Thank you.