AccountId: 011433970860
ContactId: 1ae29ba6-3534-4fbd-92d7-2586d7f345a3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 76269 ms
Total Talk Time (AGENT): 40877 ms
Total Talk Time (CUSTOMER): 36857 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/1ae29ba6-3534-4fbd-92d7-2586d7f345a3_20250218T20:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. How are you doing?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I am fine and [PII] on this Tuesday. I wish it was Friday, but it's all good, uh.
[AGENT][NEUTRAL] I know, right?
[CUSTOMER][NEUTRAL] But I have a quick question for you. For these cancer policies, can we pay the provider?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, because I have a provider they're wanting benefits for I guess radiation port and.
[CUSTOMER][NEUTRAL] Wouldn't that be considered surgery, putting in a port?
[AGENT][NEUTRAL] Yes, the thing is with the providers, um, they will submit just like they would like a med link, so we'll need the claim and uh EOB if it's a benefit, um, outside of like, well, no, any of the benefits really, if they have uh out of pocket specifically for that service, we'll pay that amount and anything left over we'll pay to the insured. But yeah, we, we, we can pay the providers.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK. I wasn't sure. I thought we did on um the cancer policy, but I just wanna double check.
[AGENT][POSITIVE] Yeah, we sure do.
[CUSTOMER][POSITIVE] Well, all right, thank you, ma'am. Have a great one.
[AGENT][POSITIVE] No problem. Anytime. You as well. Bye.
[CUSTOMER][NEUTRAL] Bye.