AccountId: 011433970860
ContactId: 249932df-bf20-4179-b856-21b85ad220e4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 298600 ms
Total Talk Time (AGENT): 127400 ms
Total Talk Time (CUSTOMER): 118183 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/249932df-bf20-4179-b856-21b85ad220e4_20250321T14:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes, I'm calling, uh, on a, uh, cancer claim and I've got the policy number.
[AGENT][NEUTRAL] OK, sir. I can help you with your claim. Can I please get your name?
[CUSTOMER][NEUTRAL] Uh, yes, this is [PII]. I'm a broker here in [PII]. I'm calling on behalf of uh APO client that I have a cancer policy with.
[AGENT][NEUTRAL] OK, Mr. [PII], I can help you with the um claim status of the patient, um, or the, or insured. Can I please get the policy number, sir?
[CUSTOMER][NEUTRAL] Sure, 00586312.
[AGENT][NEUTRAL] OK, and then what is the insured's name?
[CUSTOMER][NEUTRAL] Uh, the, the claim, uh, is on a [PII].
[CUSTOMER][NEUTRAL] And uh the policies in I think his wife's name [PII] which was an employee retired employee.
[AGENT][NEUTRAL] OK, sir.
[AGENT][NEUTRAL] Let me look this up real quick.
[AGENT][NEUTRAL] It could be just a second while I pull it in.
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][NEUTRAL] OK, do you happen to have the um claim number Mr. [PII]?
[CUSTOMER][NEUTRAL] I do not. I, I just got the policy number.
[AGENT][NEUTRAL] OK, let me.
[AGENT][NEUTRAL] And you said that it was filed for [PII], is that correct?
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] OK, let me look and just see what.
[CUSTOMER][NEUTRAL] [PII], right.
[AGENT][NEUTRAL] Do you know the date of service?
[CUSTOMER][NEUTRAL] Uh, yes, he had treatment, um.
[CUSTOMER][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] He had one treatment, um, [PII] of last year and then [PII].
[AGENT][NEUTRAL] Yes sir.
[AGENT][POSITIVE] OK. All right. And then Mr. [PII], real quick, can I get your callback number just in case the call gets disconnected I'll be able to call you back.
[CUSTOMER][NEUTRAL] And then uh.
[CUSTOMER][NEUTRAL] Sure it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, sir. And then, can you also give me the group number for um the insured?
[CUSTOMER][NEUTRAL] Uh let's see, the group, and it's not on the group any longer. They, um, she was an employee, uh, I think with Pulaski County Commission 9966, but she's been retired, uh, for several years.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I've got you, sir. All right, so let's look and see if we can find any claims for Mr. [PII], um.
[AGENT][NEUTRAL] I do show that the latest submission for [PII].
[CUSTOMER][NEUTRAL] Right, that's it.
[AGENT][NEUTRAL] OK, let me look and see what the remarks are on this one.
[AGENT][NEUTRAL] OK, so there's some remarks that the claims examiner put on the claim. The first one is the pathology report for this date of service.
[AGENT][NEGATIVE] does not give a positive diagnosis of cancer.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then.
[AGENT][NEUTRAL] Then it's asking again for the pathology report with a diagnosis of cancer.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK, alright, and they'll actually, uh, responds advising her that uh they'll need that additional pathology report.
[AGENT][NEUTRAL] Yes sir, a letter should have gone out to the insured letting them know that we need that information.
[CUSTOMER][NEUTRAL] The company
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, OK, alright, well I, I appreciate that, and I'll, uh, I'll go ahead and give her a call and said an adviser that that'll be coming and, and if she can find that pathology report, we'll, we'll get that submitted.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] Yes, sir. Yes, that, that would be perfect. OK. Well, Mr. [PII], is there anything else that I can help you with or any other questions you may have?
[CUSTOMER][POSITIVE] Alright, great.
[CUSTOMER][POSITIVE] Uh, that's, that's all today, and I appreciate your help.
[AGENT][POSITIVE] Well, we appreciate you, sir. I hope you have a blessed weekend and thanks for calling APL.
[CUSTOMER][POSITIVE] Sure thank you uh huh bye bye.
[AGENT][POSITIVE] Thank you, sir. Bye-bye.