AccountId: 011433970860
ContactId: 161ba753-03f5-4136-95e3-ba04a8377cdf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221320 ms
Total Talk Time (AGENT): 68451 ms
Total Talk Time (CUSTOMER): 132589 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/161ba753-03f5-4136-95e3-ba04a8377cdf_20250321T13:09_UTC.wav
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[AGENT][POSITIVE] Good Morning, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. OK, [PII], um, I just, uh, finished my radiation. I have cancer.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I did my radiation treatment and um on my plan.
[CUSTOMER][NEUTRAL] It says that, well, I did call before that I could send in.
[CUSTOMER][NEUTRAL] Um, I guess the bill.
[CUSTOMER][NEUTRAL] Um, and I'm just double checking what I need to send.
[CUSTOMER][NEUTRAL] In making a claim, I know I, I have to complete the claim form.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] That's all right, but and I'm also checking to see along with the claim form, what do I need to send.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you. Do you happen to have your policy number available?
[CUSTOMER][NEUTRAL] 7368888
[AGENT][NEUTRAL] And can you verify your name and date of birth and mailing address?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right. Thank you, Mr. [PII]. And what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right thank you ma'am.
[AGENT][NEUTRAL] Yes ma'am, um, now if you have, we would need that claim form and then the itemized bill.
[AGENT][NEUTRAL] With the diagnosis code for your treatment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, you need the itemized. OK. I'll call the hospital and tell them to send me that itemized bill. OK.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And then I mail, mail it with the form and that should be it, right?
[AGENT][NEUTRAL] Yes, ma'am. And let me see, you are in [PII]. Let's see, um.
[AGENT][NEUTRAL] They're going to also need a copy of the explanation of benefits from your primary insurance, I believe.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Explanation of benefits. So that's from my you mana. OK, let me write this down.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] Alright, hold on.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Explanation.
[CUSTOMER][NEUTRAL] Be now let me ask you another when I started there was a deductible that I had to pay too, so I have my invoice of that deductible that I had to pay. I could send that along to, right?
[AGENT][POSITIVE] You can send that, yes ma'am.
[CUSTOMER][NEUTRAL] Oops, I can hardly hear you. What happened to my phone? Hold on minute one minute here.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] OK, is it open the store. OK, go ahead again. Let me hear you.
[AGENT][POSITIVE] Yes, ma'am, that, that is correct.
[CUSTOMER][POSITIVE] That's correct. OK, good, good. Alright, I think um.
[CUSTOMER][POSITIVE] Oh. What happened to my phone now. I think I have everything that I need then. OK. Explanation of benefits, itemized bill from the hospital and my bill and send it in and you'll do what you gotta do. And the, and the form to fill out. OK. Thank you so much. I appreciate your help this morning, OK?
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] It's been such a pleasure, Ms. [PII]. Thank you for is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Nothing else. Thank you. I appreciate you, OK?
[AGENT][POSITIVE] Thank you for calling APL and you have a wonderful day and a happy weekend, OK? Take care. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.