AccountId: 011433970860
ContactId: 11231ffe-f640-4b23-8c7b-a92ea21749b7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 361380 ms
Total Talk Time (AGENT): 121141 ms
Total Talk Time (CUSTOMER): 160907 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/11231ffe-f640-4b23-8c7b-a92ea21749b7_20250429T16:06_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII]. I have a question. Um, I am a full ID employee, so I enrolled in um this program, your program, and I, I just had a, a surgery, hysterectomy, and, uh, I don't know what benefits I can get.
[AGENT][NEUTRAL] OK, do you have your policy certificate number?
[CUSTOMER][NEUTRAL] I have my group number.
[CUSTOMER][NEUTRAL] Insurance group number, so.
[AGENT][NEUTRAL] OK, what's that?
[CUSTOMER][NEUTRAL] Mm. So 18296.
[AGENT][NEUTRAL] OK, and what was your last name?
[CUSTOMER][NEUTRAL] [PII], yeah. [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Um, let me see here.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, just need to verify a few pieces of information. What is your birth date?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then what is your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then lastly, what is your email address?
[CUSTOMER][NEUTRAL] You may, uh, when I enrolled or uh uh um
[AGENT][NEUTRAL] Yeah, it looks like a one
[CUSTOMER][NEUTRAL] [PII] OK. Yeah, [PII]. [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and then lastly, can I get a good callback number in case we're disconnected?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] OK. And so, you said you had had surgery. Was that due to cancer?
[CUSTOMER][NEUTRAL] Yes, a hysterectomy. Uh, I had a, yeah, surgery, yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, on [PII]. Mhm.
[AGENT][NEUTRAL] OK, so let me pull up your policy and see what benefits there are. Um, this is not a guarantee of payment, it's a basic outline of your policy.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, did you have to have any like radiation or chemo or anything?
[CUSTOMER][NEUTRAL] No, just the surgery right now.
[CUSTOMER][NEUTRAL] Uh, it will, out of pocket will be 8000 something, OK. So I say, I remembered I had the cancer insurance. I said, well, let me check.
[AGENT][NEUTRAL] Um, there is a, there is a, um, benefit for internal cancer first occurrence, um, which pays 10,000. So, and what we would need for that would be like the pathology report, um, showing that it was cancer.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So did
[CUSTOMER][NEUTRAL] Uh, when I look at the page, I didn't see, oh, internal, so it, it's under the category of internal cancer because I look at the hysterectomy, it's not there.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Right, so internal, let me see if it defines.
[CUSTOMER][NEUTRAL] Internal internal cancer, yeah. So, the first occurrence benefit is that the page?
[CUSTOMER][NEUTRAL] I don't know whether I'm looking at the page.
[AGENT][NEUTRAL] Yes, so.
[AGENT][NEUTRAL] So we would need like a pathology report showing that you were diagnosed with cancer.
[CUSTOMER][NEUTRAL] Mhm. Uh, OK. Yeah. Do you need anything else? Just the report, right? Because I had, I have the report.
[AGENT][NEUTRAL] OK, yes, just the pathology report.
[AGENT][NEUTRAL] And then have you created an online service center account?
[CUSTOMER][NEUTRAL] Um, what service account? So you're on your page or where? So what, what kind of account?
[AGENT][NEUTRAL] Yes, on, on our, yeah, on our portal, have you created an account with us where you can upload, upload documents?
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I've never, I don't know your website, so can you please give me, um, send me an email or um just tell me, so I don't.
[AGENT][POSITIVE] Yeah, I can send you an email sure.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you please send it to my email so I can check, so.
[AGENT][NEUTRAL] OK, and, and that'll be to the [PII]?
[CUSTOMER][NEUTRAL] Yes, that's my email. Yeah.
[AGENT][NEUTRAL] OK. OK, yes, I will send you an instructional guide on how to set that up, um, but yes, for the internal cancer benefit, we would need the pathology report, um, showing that that was diagnosed, so.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK. And uh you don't need anything else, just the pathology. OK, cool.
[AGENT][NEUTRAL] Yes, yes, and I'll get that sent over. Give me about 5 minutes.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] OK. OK. Thank you.
[AGENT][NEUTRAL] OK, anything else I can help with today, Ms. [PII]?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Uh, no, no, no, thank you, thank you so much, [PII]. Thank you, thank you. So I'm waiting for your, OK, I'm waiting for your email then. Thank you.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a good day.
[AGENT][POSITIVE] Yes, I'm, I'm sending it right now. Thank you so much.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.