AccountId: 011433970860
ContactId: 264e734f-9727-4336-ba4d-19b2541dc439
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 626700 ms
Total Talk Time (AGENT): 179787 ms
Total Talk Time (CUSTOMER): 149190 ms
Interruptions: 3
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/264e734f-9727-4336-ba4d-19b2541dc439_20250319T14:22_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes ma'am, can I please speak with [PII] please?
[AGENT][NEUTRAL] [PII], um, may I have your name so I can um tell her who's calling?
[CUSTOMER][NEUTRAL] Ma'am?
[AGENT][NEUTRAL] May I have your name so I can tell her who's calling?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and a callback number just in case we get disconnected, Mr. [PII].
[CUSTOMER][NEUTRAL] Need a number?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me see if she's in today.
[AGENT][NEUTRAL] Is she expecting your call, Mr. [PII]?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] But you have spoken with her before, so she knows, um.
[AGENT][NEUTRAL] She knows that by your case.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] OK, let me check with her department. I don't see she's in, it doesn't look like she's in. Let me see if she's gonna be in today later on. One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding, Mr. [PII]. She's not gonna be in today. Um, is there anything um that somebody else can help you in that department?
[CUSTOMER][NEGATIVE] Well, I was told to give this number, told her to call her. My employer is Sella Construction, and they got a cancer policy on me and I was diagnosed last year with prostate cancer, and I don't been through all the treatments and I turned in all the paperwork to the office and I can't get a hold of Miss S fella, so I don't, I was just gonna see if that had been filed on.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. I can check and see if there's a claim and see if somebody's working on it and if not, I can get a claims specialist on the cancer department, OK?
[CUSTOMER][NEUTRAL] OK, well
[CUSTOMER][NEUTRAL] Alright, well, I, I'm, I'm at work right now and I don't have the policy number, so you know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can try to search it by your name. Do you have time or you just want to go ahead and call later on?
[CUSTOMER][NEUTRAL] I've, I've, I've got time for right now, you know, I mean, I'm I'm sitting still right now.
[AGENT][NEUTRAL] OK, OK. OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said the last name is [PII], the first um name is [PII]. OK.
[CUSTOMER][NEUTRAL] Yes ma'am, [PII]
[AGENT][NEUTRAL] What is your address, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Theodore, Alabama.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have your date of birth and email address for verification?
[CUSTOMER][NEUTRAL] I don't really have an email address, but my date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, perfect, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm right.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Write that down
[CUSTOMER][NEUTRAL] Alright, I'm on the phone with with uh.
[CUSTOMER][NEUTRAL] For these folks right now.
[AGENT][NEUTRAL] OK, I'm looking at the paperwork that was sent to us. OK, one moment.
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] OK, so it looks like uh we are needing the copy of the, the pathology report. We have not received that pathology report.
[CUSTOMER][NEUTRAL] Now that would be from what? the cancer center or my urologist?
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] It was the first person that found. Uh-huh.
[CUSTOMER][NEUTRAL] See, I, I, I think, I think I turned, I think I turned all this into the office.
[AGENT][NEUTRAL] Yeah, um, they did.
[CUSTOMER][NEUTRAL] But I mean if I if I.
[AGENT][NEUTRAL] Mm I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Ma'am?
[AGENT][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Mr. [PII], you still there?
[CUSTOMER][NEUTRAL] Yes ma'am, yeah, I'm listening.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Um, yeah, they reviewed the documents that you send in on February and based on the information you send in, um, they have noted here that they need the pathology report. So that means that it was not included. And it says that it's the pathology report starting on [PII] when they found the cancer.
[CUSTOMER][NEUTRAL] Yeah, yeah, that would probably be most likely be my urologist, right?
[AGENT][NEUTRAL] So, um, yeah.
[AGENT][POSITIVE] Uh-huh. Correct, yes.
[CUSTOMER][NEUTRAL] OK, because I didn't, I didn't take the radiation treatments. I didn't start them until until Jan it was in January I started those.
[AGENT][NEUTRAL] Oh, OK, yes.
[CUSTOMER][NEUTRAL] And I, I finished up, I finished up, uh, 3 weeks ago today.
[AGENT][NEUTRAL] Oh, OK. So, yes.
[CUSTOMER][NEUTRAL] So I will, I will call, I will call Doctor [PII], what, what is it now, the pilot? What did you say that was?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] pathology, pathology report.
[CUSTOMER][NEUTRAL] Pathology report.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you can either mail it or fax it, or if you have registered online, you can upload it. uh but we're needing that to continue, OK?
[CUSTOMER][NEUTRAL] I could do I send it to do y'all have a if I get a hold of them, do y'all have a fax number I can send it to there or what?
[AGENT][NEUTRAL] Yes, we do have a fax number. Let me know when you're ready for that number.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] The number is [PII].
[CUSTOMER][NEUTRAL] 1877.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] 365.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, well, I will just see if I can get a hold of him pathology report and see if I can get them to send it to y'all. That's all you like, huh?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, that's all we need right now. Yes.
[CUSTOMER][POSITIVE] Alrighty well I appreciate your time and you have a blessed day, OK?
[AGENT][POSITIVE] You as well, and thank you for calling APL Mr. [PII]. Have a good day. You're welcome.
[CUSTOMER][POSITIVE] Thank you bye bye.