AccountId: 011433970860
ContactId: 42680e69-6630-4cf4-9cbc-c0ce3a037566
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165080 ms
Total Talk Time (AGENT): 50871 ms
Total Talk Time (CUSTOMER): 79140 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/42680e69-6630-4cf4-9cbc-c0ce3a037566_20250129T17:07_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. Who am I speaking with?
[CUSTOMER][NEUTRAL] This is, excuse me, [PII].
[AGENT][POSITIVE] Hi [PII] and how can I help you?
[CUSTOMER][NEUTRAL] Uh, I was checking to see we have the um
[CUSTOMER][NEUTRAL] Cancer policy where you get paid if you get like a colonoscopy.
[CUSTOMER][NEUTRAL] And I went by the doctor's office. What, what they printed out for me was um like a colonoscopy report, but it does have some codes on there. Well that.
[CUSTOMER][NEUTRAL] Um, supplies to send that in, or?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] It's like the whole report.
[AGENT][POSITIVE] Yeah, that should be good enough, absolutely. I mean, it's a, it's a pathology report, right? Or the results? Yeah, no, that, that should work.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Well, it's colonoscopy report and it says a waiting.
[CUSTOMER][NEUTRAL] But this was back in November that I had it done.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And so they've, they've got them in, but it's not on this report, I don't think.
[AGENT][NEUTRAL] Is there
[CUSTOMER][NEUTRAL] It's got codes on it.
[AGENT][NEUTRAL] OK is um.
[AGENT][NEUTRAL] Is the diagnosis code on there? It should be like a letter followed by two numbers.
[AGENT][NEUTRAL] A dot maybe 2 more numbers.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Um, it's got digestive symptoms and it's got numbers passed it and polyp of colon.
[CUSTOMER][NEUTRAL] Benign neoplasm of ascending colon that has
[CUSTOMER][NEUTRAL] Numbers
[AGENT][POSITIVE] Oh, that'll work. It has it written out that that that will work, that that'd be perfect, yes ma'am.
[CUSTOMER][POSITIVE] OK. All right. OK, then. Thank you.
[AGENT][POSITIVE] Alright no problem you have a great rest of your day.
[CUSTOMER][NEUTRAL] Uh, hey, let me make sure I got to have the right address to send it to um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's, is it still [PII]?
[AGENT][NEUTRAL] No ma'am, it's [PII].
[CUSTOMER][NEUTRAL] Uh, let me write that down then. Hold on.
[AGENT][POSITIVE] OK, no problem.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 2 excuse me, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] All right then. Well, thank you.
[AGENT][POSITIVE] No problem at all. You have a great rest of your day. Thank you for calling APL uh huh bye bye.
[CUSTOMER][NEUTRAL] All right you too bye bye. OK.