AccountId: 011433970860
ContactId: 54ff3c68-33c5-44bc-a6a2-15616d330f40
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119750 ms
Total Talk Time (AGENT): 31727 ms
Total Talk Time (CUSTOMER): 71719 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/54ff3c68-33c5-44bc-a6a2-15616d330f40_20250205T14:11_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, please. I just need to ask a question regarding my cancer policy please, cancer policy.
[AGENT][NEUTRAL] If I can get your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII], what's the policy number?
[CUSTOMER][NEUTRAL] 73688888
[AGENT][NEUTRAL] OK, and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][NEUTRAL] Let me just have
[AGENT][NEUTRAL] And [PII], if you could verify your date of birth and your mailing address please.
[CUSTOMER][NEUTRAL] Um, uh, the date of birth, [PII] [PII].
[AGENT][NEUTRAL] OK, and what's your email address on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you for verifying. How can I help you today?
[CUSTOMER][NEUTRAL] All right. I, um, I have already filed a claim because I had to do surgery on my breast cause I had cancer. Um, they're getting ready to do um radiation.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I guess that's the next, next step. I guess my question is to ask, would my insurance cover any radiation for the, um,
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] For the cancer.
[AGENT][POSITIVE] Yes, radiation and chemo, there is a benefit for that. Um, it's uh $10,000 per calendar year.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK. All right. So that means they already thought that they did uh pay part for the surgery. So when I get all my paperwork after
[CUSTOMER][NEUTRAL] The uh radiation. I'll go ahead and send it in. I was just wanted to, to know if you do, OK?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] All right. So thank you. I think you answered my question, OK?
[AGENT][POSITIVE] OK, no other questions. Thank you for calling APL Don. Have a good day.
[CUSTOMER][NEUTRAL] Uh huh bye bye.
[AGENT][NEUTRAL] Uh-huh. Bye-bye.