AccountId: 011433970860
ContactId: 51ed8629-04a7-4131-ac71-746183778679
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129710 ms
Total Talk Time (AGENT): 15303 ms
Total Talk Time (CUSTOMER): 66779 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/51ed8629-04a7-4131-ac71-746183778679_20250529T21:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Hey, this is [PII].
[CUSTOMER][NEUTRAL] And I'd like to ask a couple of questions about claims. Well, I filed last year and um.
[CUSTOMER][NEUTRAL] I have some injections that have been given to me this year, uh, from my chemotherapy, and I, and I wanna make sure that before I go through the trouble of filing with y'all that it, it will be covered for this year.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I'm sorry did you say that was something that you had done last year?
[AGENT][NEUTRAL] Or you had just filed claims last year.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I've, yes, I had cancer and um we filed several claims last year. Is my, my question is there, is there only one for chemotherapy and for medication and stuff? Is there only one payment for that? Or does it continue? Cause I've had like 6 injections this year that are 4000, 4000 each.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Related to
[AGENT][NEUTRAL] OK, yes. So anything to do.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] This call is no longer being recorded?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?