AccountId: 011433970860
ContactId: 1002ac07-ddf3-4bce-b72f-c7b23ac36dc7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 574599 ms
Total Talk Time (AGENT): 116342 ms
Total Talk Time (CUSTOMER): 115601 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=-2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/1002ac07-ddf3-4bce-b72f-c7b23ac36dc7_20250211T22:14_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, ma'am, um.
[CUSTOMER][NEUTRAL] My name is [PII] and I was calling um.
[CUSTOMER][NEUTRAL] I got some information back on a biopsy I had done on Friday.
[AGENT][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] And it's probably gonna be a new claim. I have my other policy number if you need it or just to be a new claim, I guess.
[AGENT][NEUTRAL] Let me have the policy number.
[CUSTOMER][NEUTRAL] 02431002.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you, Mr. [PII].
[AGENT][NEUTRAL] All right. And for security, may I have your date of birth, mailing address and email address?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] It's uh [PII].
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] OK, uh let's see. So this is your cancer policy.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] OK. Have you submitted the claim for the biopsy or you're trying to submit another one?
[CUSTOMER][NEGATIVE] No, that's what I'm needing to call about my wife emailed y'all something. It's, uh, I don't know what all you're gonna need to get this new claim started.
[CUSTOMER][NEUTRAL] She emailed you something and I don't know what else I'm going to need to back the claim up.
[AGENT][NEUTRAL] OK. Let me look at uh what she said and see what we need, OK? Uh, do you mind holding for me?
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] OK, no that's fine.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Mr. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so, um, it doesn't look like this is related to that. Um, when, when did you have the biopsy?
[CUSTOMER][NEUTRAL] Friday.
[AGENT][NEUTRAL] OK, so now, yeah, OK, so it looks like we have not received anything recently. The most recent that we received was something back in [PII]. So, um.
[AGENT][NEUTRAL] Um, we have not received any, mhm, go ahead.
[CUSTOMER][NEUTRAL] I know she's.
[CUSTOMER][NEUTRAL] OK, I'll get with her because she said she had emailed it to you all today.
[AGENT][NEUTRAL] Oh, if it was, yeah, if it was today, we need to give it about 24 business hours for it to be imaged into the system.
[CUSTOMER][NEUTRAL] Uh, well,
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Mhm. Yes, uh, but what we need, um, for any type of claims, um, we need the itemized bill and we need the claim form and the pathology report. Those are the three things we asked for.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK, so if she send all three or if she sends some of those, she can just go ahead and send them.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Well, I'm not sure what she sent. Yeah, I'll get with that between that, the doctor's office and the nurse, and could you email that information to me where I know exactly what I need to send, because the lady at uh usually handles this is not with us anymore at work. I'm kind of winging this between myself and the doctors and y'all, so yeah, until they figure out or hire somebody else it's uh it's a mess in our office right now.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] I understand, yes, I can go ahead and send you an email with the claim form and the instructions which is gonna be part of the claim form, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, is there anything else I may help you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] No, ma'am. That's it.
[AGENT][POSITIVE] OK, well thank you for calling APL. You have a good afternoon.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Mhm.