AccountId: 011433970860
ContactId: 12cb1300-3d1d-4d40-9041-10401ecf189e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 253770 ms
Total Talk Time (AGENT): 93610 ms
Total Talk Time (CUSTOMER): 82628 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/12cb1300-3d1d-4d40-9041-10401ecf189e_20250428T17:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hey, how are you doing, [PII]?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] Alright, um,
[CUSTOMER][NEUTRAL] I, I don't know my policy number by heart, but I got my, my social.
[AGENT][POSITIVE] OK, I can use that.
[CUSTOMER][NEUTRAL] Ready for it?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I haven't written down, but right now I'm at my chemotherapy. So, um.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And what's your first and last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and, uh, which policy are you calling on for your, uh, looks like, OK, let's see.
[CUSTOMER][NEUTRAL] Cancer.
[AGENT][NEUTRAL] OK, let me get that pulled up, give me one moment.
[CUSTOMER][NEUTRAL] Is there another policy?
[AGENT][NEUTRAL] Uh, no, I, I just wanted to make sure I was looking for yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what is your date of birth, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And your
[CUSTOMER][NEUTRAL] I'll be [PII] tomorrow.
[AGENT][POSITIVE] Well, happy early birthday.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Um, what's your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then lastly your email address?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII]. I'm sorry, I'm sorry, that's my home address, um, email, email address.
[AGENT][NEUTRAL] Oh, you're fine.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Looks like it might be a work email address.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEGATIVE] I barely use it all. I know, I know it um.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, perfect. Thank you so much. And uh just need your um telephone number.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much. How can I help you today?
[CUSTOMER][NEUTRAL] OK, this is like my 3rd round of chemo, and I was the one that said I can I do a claim for it too.
[AGENT][NEUTRAL] Uh, let me double check. Let's see.
[AGENT][NEUTRAL] Pull up your policy and anything I quote is not a guarantee of payment. It's a basic outline of your plan.
[AGENT][NEUTRAL] Let me get this pulled up. One moment.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Uh, looks like, so for your, uh, radiation, chemo, or immunotherapy, it's a max of 20,000 in a 12-month period.
[AGENT][NEUTRAL] Um, do you know when your last round of chemo was?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I, I just started a new one about.
[CUSTOMER][NEUTRAL] About um
[CUSTOMER][NEUTRAL] 3 weeks, 34 weeks ago.
[CUSTOMER][NEUTRAL] And then
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Time for it was um was well over a year.
[AGENT][NEUTRAL] For over a year? OK.
[AGENT][NEUTRAL] Let's see. So, yes, um, if it was more than a year ago, you'd definitely be eligible. Um, just wanna be sure and get like gather up the invoices that show the date that you had chemo, how much they charged, um, and then like the diagnosis on it, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then get this.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright thanks that's all I want to know.
[AGENT][POSITIVE] OK. Hope you have a good day and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too, uh.
[AGENT][NEUTRAL] Bye bye.