AccountId: 011433970860
ContactId: 2422839b-92db-4157-8a74-5cf87043fb18
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 749739 ms
Total Talk Time (AGENT): 148692 ms
Total Talk Time (CUSTOMER): 281653 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/2422839b-92db-4157-8a74-5cf87043fb18_20250512T16:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. I have filed. I have a claim. It is waiting for past medical history. Um, I'm waiting on that to be mailed to me. Is there any way I can have that emailed or somewhere where I could download it?
[AGENT][NEUTRAL] Uh, let me get your name and policy number and I can take a look at it.
[CUSTOMER][NEUTRAL] Sure, it's [PII] and I'll have to look up the policy number 0254.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 02540499
[AGENT][NEUTRAL] And what's your phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Let me pull up your information.
[AGENT][NEUTRAL] Still pulling up that information for you.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] You doing all right today?
[AGENT][NEUTRAL] I'm still looking.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, so now the policy that you gave me is for, do you have a cancer policy with us? Is it a cancer policy?
[CUSTOMER][POSITIVE] Yes ma'am. Yes ma'am.
[AGENT][NEUTRAL] OK. What's your, what's your date of birth and your mailing address, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's [PII] and [PII].
[AGENT][NEUTRAL] And what's your email?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII], no, no, no, no, no. I'm sorry. It's [PII].
[AGENT][POSITIVE] OK, thank you. That is what we do. I see it.
[CUSTOMER][NEUTRAL] [PII] [PII] [PII].
[CUSTOMER][NEUTRAL] I'm sorry, I've got a couple of emails in my head.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's OK. All right, so you're calling, is it regarding your claim benefit?
[CUSTOMER][NEUTRAL] Yes, ma'am. Yeah, I was, I, when I filled out the paperwork, I was confused by the amount that I was paid. So I tried figuring out what was going on and I finally, I was found the explanation of benefits online and was told that I'm having the paperwork for.
[CUSTOMER][NEUTRAL] Past medical history that I need sign mailed to me, but I have, I mean, I, I, it's pretty soon, but I wanted to see if there was any way I could get sent out another way.
[AGENT][NEUTRAL] OK, so we're requesting.
[CUSTOMER][NEUTRAL] Because I'm, I mean, I'm starting.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Go ahead, ma'am. I'm sorry.
[AGENT][NEUTRAL] Yeah, so we're requesting additional information from you, is that what you're saying?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Really, that's what I was told.
[AGENT][NEUTRAL] Yeah, that's what I see. I'm just confirming.
[AGENT][NEUTRAL] The reason for your call?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, and I have to have a procedure before I start treatment and I don't, I don't know how I'm gonna pay for it. So, I mean, it would be a tremendous benefit for me to have.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so for the first occurrence benefit, um, this is actually on the explanation of benefits that, that we sent you, [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Uh, for the first occurrence benefit.
[AGENT][NEUTRAL] Um, we need a copy of the pathology report.
[CUSTOMER][NEUTRAL] I sent that.
[CUSTOMER][NEUTRAL] I sent the report as I said everything that was requested. I was just told that it, I need to prove that I haven't been treated for this before.
[AGENT][NEUTRAL] Yeah, as far as it being preexisting.
[CUSTOMER][NEUTRAL] And on the explanation of benefits.
[CUSTOMER][NEUTRAL] Ma'am, yes ma'am. Yes ma'am.
[AGENT][POSITIVE] OK. OK. I'm with you.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] And so this form is basically I believe what you're looking for is just to list the doctors that you've seen between a certain period.
[CUSTOMER][NEUTRAL] I believe so. I mean, uh, the way it was explained to me was that in the explanation of benefits that were mailed, it was attached to that. I, I haven't received that, so I'm going off of the explanation of benefits that I was able to pull up on, on the portal or what have you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I, but when I called before, I was told that I need, there's a form that will be attached to the explanation of benefits that I need to take to my provider, whether it be the urologist who diagnosed me or my primary care, just to prove that I haven't been treated for the past year, which is no problem. I, I haven't been, but
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] If, if, if it's held up because of that form, I can get it signed really easily. I just, I don't know what means what for.
[AGENT][NEUTRAL] Yeah, I'm gonna send it to you via the email address that you verified.
[CUSTOMER][POSITIVE] Oh, thank you so much.
[AGENT][NEUTRAL] OK, is this a personal or work email that you that you have?
[CUSTOMER][NEUTRAL] It's a work email, but everything, everything I'm good with that there is centralizes it and I mean I do have another one if, if you can't send it to that one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, no, I just wanna make sure that you're gonna be able to receive it, the email.
[CUSTOMER][POSITIVE] Yes, ma'am. I, I, I'm, I'm gonna be at my desk in 2 minutes and I, and I will receive it there.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, give me 1 2nd.
[CUSTOMER][POSITIVE] I really, really appreciate it. Thank you so much.
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] See, give me 1 2nd.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, I just emailed it over to you, [PII].
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] You're welcome. Let me make sure there's nothing else here. Now, did you get an authorization?
[AGENT][NEUTRAL] I'm gonna send this over as well.
[CUSTOMER][NEUTRAL] Thank you. Any anything that I'm not sure.
[AGENT][POSITIVE] Yeah, this is an author, you know, this is an author.
[CUSTOMER][NEUTRAL] Yeah, uh, anything.
[AGENT][NEUTRAL] This is an authorization form, uh, you giving us permission to request medical records?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][POSITIVE] Yeah, that's that's not a problem either.
[AGENT][NEGATIVE] I could have sit them together, but I didn't.
[CUSTOMER][POSITIVE] Uh, it, it's, it's, however, it works out for you easiest, I, I'm just great. I'm, I'm really great.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I got, I got the first one.
[AGENT][NEUTRAL] OK, I'm working on the other one.
[CUSTOMER][NEUTRAL] Yeah, no, no rush. I just confirming.
[AGENT][NEUTRAL] Yeah, I know.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] All right. I just sent that one over to you. If you can confirm receipt of that one.
[CUSTOMER][POSITIVE] Yes ma'am, I just got it, [PII], thank you so much.
[AGENT][NEUTRAL] OK. Anything else?
[CUSTOMER][NEUTRAL] No, ma'am, is there a survey or anything I fill out for you?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] It's not a survey, but I can there should be at the bottom of the email that you have it says rate your experience and then click here hyperlink.
[CUSTOMER][POSITIVE] OK, I will do that for you for sure, To you thanks.
[AGENT][NEUTRAL] You see that?
[AGENT][NEUTRAL] So, you can, you can click that.
[CUSTOMER][NEUTRAL] Uh, well, I'll have to get to my desk. I just saw that.
[CUSTOMER][POSITIVE] OK, I, I will definitely do that for you. Thank you so much. You made my anxiety level so much lower. I appreciate you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Oh absolutely that's what we're here to do and thank you [PII] for calling APL have a good day.
[CUSTOMER][NEUTRAL] So.