AccountId: 011433970860
ContactId: 29b2be72-522e-4d70-8451-38838ccdbcd3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 257640 ms
Total Talk Time (AGENT): 86253 ms
Total Talk Time (CUSTOMER): 144319 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/29b2be72-522e-4d70-8451-38838ccdbcd3_20250311T17:23_UTC.wav
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[CUSTOMER][NEUTRAL] Mm
[AGENT][POSITIVE] Good afternoon afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah man, I just got off the phone with you a while ago. My name is [PII].
[AGENT][NEUTRAL] Oh, OK. Yeah, Ms. [PII] is gonna give you a call back. She's in the claims department.
[CUSTOMER][NEUTRAL] Let me tell you what happened. Let me tell you what happened, what it was, they asked you say that stuff. All I had when I got diagnosed with 2025, so somebody on the phone told me don't worry about it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So they got I already had those papers. Yeah, they already had. I already had this stuff.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, OK, well, Miss [PII].
[CUSTOMER][NEUTRAL] Cause it was in January when I was diagnosed with it.
[AGENT][NEUTRAL] OK, Miss
[CUSTOMER][NEUTRAL] Yeah I have that paper already.
[AGENT][NEUTRAL] OK. Yeah, Ms. [PII] is gonna do a search for those papers just to make sure and then she's gonna give you a call back because since we got disconnected and she was gonna go ahead and research and give you a call back. So just go ahead and wait for the call for [PII]. uh, again, she's gonna search and see if she has them and then she's gonna give you a call back, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome, Mr. [PII]. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] Have a good day, man.
[CUSTOMER][NEGATIVE] Now that's how the woman told me. She said, well, I said they were looking for stuff from 2, I said [PII]. I said [PII] had nothing for, for my, I didn't get diagnosed with to [PII]. 0, they said OK then then I just sent over everything February y'all get everything [PII] was from [PII].
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, give me just.
[AGENT][NEUTRAL] OK, give me just a minute.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. I think she tried to call you but she got the voicemail, so let me try to get her on the line. OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII] speaking. How can I help you?
[AGENT][NEUTRAL] Hi [PII], it's me. Um, yeah, I got him on the line again. Uh, he's saying that somebody told him that he didn't need it to send it. I have no idea. He said [PII], but I don't think [PII] is from this department. I don't know if we have a [PII]. We don't have a [PII], do we?
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I think it's customer service, yeah, but not a, yeah, right, right, and I don't think, yeah.
[AGENT][NEGATIVE] Not in not in support.
[AGENT][NEUTRAL] Only customer service. That's right, yeah, that's what I thought. I'm like, mm, OK.
[CUSTOMER][NEUTRAL] I'm not sure she would have told him that I'm pretty sure she probably wouldn't have, so.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, let me put, yeah.
[CUSTOMER][NEUTRAL] We'll figure it out
[AGENT][POSITIVE] All right, well thank you so much. Let me put him in, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Thank you for holding Mr. [PII]. I got Ms. [PII] on the line.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Hi Mr. [PII], my name's [PII]. I'm in the claims. I'm doing well, thank you. How are you?
[CUSTOMER][NEUTRAL] Doing fine, yeah.
[CUSTOMER][NEUTRAL] OK, so I understand that we've got a little bit of confusion we're we're requesting some information and apparently um you're not sure what that information is it looks like we were asking for a uh a form uh that form that was sent to you and it's in regards to listing your attending physicians that have treated you previously. Did you, did you receive that form?
[CUSTOMER][NEGATIVE] Yeah, I see the phone thing at. See this is what they told me when I when I got the form I filled out, send it back. They don't want like my medical records and stuff.
[CUSTOMER][NEUTRAL] For a whole year. I said, only, only thing was on there was my knee, my medication, my PH levels. That was it. I said, I didn't get diagnosed with this the [PII]. So I'm on the phone told me that's all right then. I said, y'all already get 2025. I mean.
[CUSTOMER][NEUTRAL] When I said sexy on [PII], that was all my stuff right there from the uh when I had my uh biopsy and everything else done they want itemized bill y'all got that on the [PII].
[CUSTOMER][NEUTRAL] OK, well and I would have sent you up.
[CUSTOMER][NEUTRAL] OK, so I'm gonna look for that form right now. Just bear with me for one moment because it, it, it looks like that's what it's your claim is pending for that informa.