AccountId: 011433970860
ContactId: 2f5631f8-7f03-430a-9904-59c2eb89e652
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 563190 ms
Total Talk Time (AGENT): 152975 ms
Total Talk Time (CUSTOMER): 308994 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/2f5631f8-7f03-430a-9904-59c2eb89e652_20250528T15:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Good morning, [PII] how are you?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][MIXED] I'm OK, thank you. I am a bit frustrated but it's not with you, OK?
[AGENT][NEUTRAL] What's going on?
[CUSTOMER][NEUTRAL] I have some, well, I've filed a claim. I have cancer and I filed a claim and or I'm, and I'm working on it, but I need to get you a fax number.
[CUSTOMER][NEUTRAL] To add so that you can get my medical records quicker. I spoke with someone earlier and I just wanna try to get this going.
[AGENT][NEUTRAL] OK, so you're just need.
[CUSTOMER][POSITIVE] May I give you my I'm sorry.
[AGENT][NEUTRAL] Go ahead then, no, no, no, that's OK. So you just need our fax number for them to send it?
[CUSTOMER][NEGATIVE] Mm, no, ma'am, I need to give you the provider's fax number. What I was told earlier is that a letter was mailed and I'm waiting for the letter to be delivered in order to get my information and I have surgery next week and my frustration and anxiety is way high.
[CUSTOMER][NEUTRAL] So I'm trying to get the process going a little bit quicker um so I'd like to give you the fax number of the.
[CUSTOMER][NEUTRAL] Provider that.
[CUSTOMER][NEUTRAL] You need medical records from to prove that I have cancer.
[AGENT][NEUTRAL] OK. Yeah, absolutely. So what's their fax number?
[CUSTOMER][NEUTRAL] Does that make sense?
[CUSTOMER][NEUTRAL] Um, do you already have my information pulled up and all that?
[AGENT][NEUTRAL] No, I'll need to get your policy number and all of that too. You can provide me that first if you'd like.
[CUSTOMER][NEUTRAL] Well, it's either way I just wanna, um, OK, so my name is [PII].
[CUSTOMER][NEUTRAL] My policy number.
[CUSTOMER][NEUTRAL] I can I give you the claim number? I'm have, I have a bunch of papers in front of me. OK, the claim number is.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 3,603,900
[AGENT][POSITIVE] OK. Thank you, [PII].
[CUSTOMER][POSITIVE] I actually found my policy number if you need that.
[AGENT][NEUTRAL] No, it's OK. I got it. Let's see here.
[AGENT][NEUTRAL] All right, [PII], and then for security, I do need to verify your date of birth and address, please.
[CUSTOMER][NEUTRAL] It's [PII] and [PII].
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEGATIVE] And part of my frustration, [PII], is that initially once I sent the information in um I was told that I needed to wait for a letter to be delivered that I, I mean this when I started the process a month ago the letter just arrived to me recently, so I, I don't trust my postal system and.
[CUSTOMER][NEGATIVE] Like, you know, I have surgery next week. I have to draw blood today and they're gonna ask me for money and I don't know how I'm gonna pay for all of this.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, what is the fax number, [PII], that you've got?
[CUSTOMER][NEUTRAL] It is 817.
[CUSTOMER][NEUTRAL] 473.
[CUSTOMER][NEUTRAL] 2298.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I went in there and spoke to them so they'll be looking for a fax.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK and the name of the provider?
[CUSTOMER][NEUTRAL] You know, I, I, I'm sure you don't.
[CUSTOMER][NEUTRAL] Um, it's [PII].
[CUSTOMER][NEUTRAL] Chuckle you, uh, it's at the low T Center in [PII].
[CUSTOMER][NEUTRAL] Um,
[AGENT][POSITIVE] OK, I got you.
[CUSTOMER][NEUTRAL] His name's [PII]. I think his name is on there somewhere. Well, I, at least the last, OK.
[AGENT][NEUTRAL] Yeah, it is.
[AGENT][POSITIVE] Yeah, it is. I just wanted to make sure I was sending of course the right thing, that's all.
[CUSTOMER][POSITIVE] Yes, yes, ma'am, thank you, it's, it's all good.
[AGENT][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, give me one sec.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Did they um advise you on any sort of attention? Do I need to put attention to anybody?
[CUSTOMER][POSITIVE] No, no, I, no, ma'am, I, I, I feel that it's small enough and I, I got to know the folks, so I think that they're ready for whatever, but I, I like I said, I went in and spoke to them earlier and I'll follow up if you're, if you're able to send it, that's fantastic. I was thinking that I had to wait.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that's
[AGENT][NEUTRAL] Yeah, no, I'm sending it right now.
[CUSTOMER][NEUTRAL] OK, I was thinking I had to wait a board to review it and then go from there.
[AGENT][NEUTRAL] No, so I just sent it over, so they should have it, I would say within 5 minutes.
[CUSTOMER][NEUTRAL] OK, I will follow up with them and then from what you're looking at is it that one provider that's holding things up?
[CUSTOMER][NEUTRAL] And is there anything else that you see that I could possibly do to help out?
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] The reason I did ask which provider was because there was a request sent to a [PII].
[CUSTOMER][NEUTRAL] OK, I can um.
[AGENT][NEUTRAL] And then there was one.
[CUSTOMER][NEUTRAL] Would you mind doing that?
[AGENT][NEUTRAL] Go ahead, I'm sorry. No, no, no.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] Um, there was also one sent to a urology Partners of North Texas.
[CUSTOMER][NEUTRAL] OK, yeah, I.
[CUSTOMER][NEUTRAL] Yeah, I don't know that I'll be able to hurry all of them up.
[CUSTOMER][NEUTRAL] Um, I could give you, let me get you the fax number for the Rosenberg.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] If I could
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Whenever you're ready.
[AGENT][NEUTRAL] Uh, go ahead with that one, [PII].
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then I could, I'll probably have to look into it, but uh to get you uh you know the specific fax number but if I were to find out for the urologist, I could do the same and then it, you know, mainly those three we're looking at.
[AGENT][NEUTRAL] Those are the only three that I see, yeah, and they were all done on the that that same date. Um, so yes, we can absolutely do that for the other one if you grab a fax, yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Is there any way I can call you back, [PII]?
[CUSTOMER][NEUTRAL] Or is it uh it's just luck of the draw.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It is, but if you want, [PII], what we can do, I can call you back if you want me to give you like, I don't know, you need like half hour.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, that'll be, yeah, I can definitely work on that now, yeah, that would be great.
[AGENT][NEUTRAL] I can just
[AGENT][NEUTRAL] Yeah, I mean, I can just touch base with you in like a half an hour and then if you need some more time I can reach back out to you. What's your callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, uh, a lot of times my phone doesn't answer, you know, it goes straight to voicemail with some numbers, so if you wouldn't mind if it does that the first time to call me right back and I'll, I'll do my best to pick it up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, no, not a problem. Yeah, so I'll give you about a half an hour and then uh just reach back out to you, OK, [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank you so much sir I really appreciate you.
[AGENT][POSITIVE] Yeah, no, not a problem. Anything we can do to help.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you. Alright, we'll talk soon.
[AGENT][POSITIVE] You're all right, bye-bye.