AccountId: 011433970860
ContactId: 210c93e9-1f5f-4262-b4f2-e3ecb4f017bf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 302760 ms
Total Talk Time (AGENT): 90275 ms
Total Talk Time (CUSTOMER): 98098 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/210c93e9-1f5f-4262-b4f2-e3ecb4f017bf_20250109T22:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII], how are you?
[AGENT][POSITIVE] Good. How are you doing?
[CUSTOMER][NEUTRAL] I'm fine. I'm calling about doing a claim for a uh prostate cancer diagnosis, and I need to know that, I guess the steps to do that.
[AGENT][NEUTRAL] All right, [PII], I can assist you on how to file a claim um under your cancer policy. Can I have a callback number?
[CUSTOMER][NEUTRAL] Yes, area code [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] May I have your policy number, please?
[CUSTOMER][NEUTRAL] I think it's 01211874PN.
[CUSTOMER][NEUTRAL] Oh no, PM is just the box, OK, I guess um.
[CUSTOMER][NEUTRAL] But that's that's the only number that I have.
[AGENT][NEUTRAL] All right. [PII], can you please verify your date of birth, address and email address, please?
[CUSTOMER][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] Address is [PII].
[CUSTOMER][NEUTRAL] And what else did you need?
[AGENT][NEUTRAL] Your email address, please?
[CUSTOMER][NEUTRAL] So, [PII].
[AGENT][NEUTRAL] It would be your work email.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], thank you so much for verifying the information you're calling today to find out uh what steps you need to do to file a cancer claim um online at [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] There is um under claims and forms.
[AGENT][NEUTRAL] You will go to cancer claim form.
[AGENT][NEUTRAL] That is the cancer claim form that you would submit along with the pathology report that first diagnoses cancer. On page one of the claim form, it is um telling you all about what is required and needed to submit to us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, on the
[CUSTOMER][NEUTRAL] And then, OK, so
[CUSTOMER][NEUTRAL] Go, I'm sorry, go on.
[AGENT][NEUTRAL] Alright, so on the claim form, it does have the address to where you can submit it to. You can mail it, you can fax it, or you can log in to the online service center which is at [PII]. It does show me that last year you did file, um, possibly what a wellness claim and so you did it online, so um.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Oh you submitted some stuff already before it seems like.
[CUSTOMER][NEUTRAL] OK, when you,
[CUSTOMER][NEUTRAL] OK, are you saying A N or as in Nancy or a M as in monkey?
[AGENT][NEUTRAL] Monkey.
[CUSTOMER][NEUTRAL] OK, give me one second. I wanna make sure I can find it.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] OK, alright, I see you.
[CUSTOMER][NEUTRAL] OK, I see where I did.
[CUSTOMER][NEUTRAL] Do a claim, so you're saying I gotta go back to the claim form.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Go back to the claim form and.
[CUSTOMER][NEUTRAL] I guess started again.
[CUSTOMER][NEUTRAL] Am I correct?
[CUSTOMER][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] Yes, yes, I, uh, I've been saying hello. Alright, can you hear me now?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.