AccountId: 011433970860
ContactId: 5a6be765-8099-428b-9730-2dc5dcd02c0f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 263470 ms
Total Talk Time (AGENT): 115355 ms
Total Talk Time (CUSTOMER): 150643 ms
Interruptions: 4
Overall Sentiment: AGENT=1.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/5a6be765-8099-428b-9730-2dc5dcd02c0f_20250415T20:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], my name is [PII], and my policy number is 2,559,280.
[AGENT][NEUTRAL] OK, Ms. [PII], um,
[AGENT][POSITIVE] Can I also get your callback number, ma'am, just in case the call is disconnected I'll be able to call you right back.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, let me look up your policy real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] OK. It's [PII].
[CUSTOMER][NEUTRAL] [PII] and my email is [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying your policy for me. And how can I help you today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, I was calling yesterday because I'm, I'm turning in a claim, but I have a question. I was diagnosed with um colon cancer in November and breast cancer in
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] January, can I turn in the claims for both? I can.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes. Um, you'll need your pathology report for the first initial diagnosis, and then you'll also need your pathology report for the second diagnosis.
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] I've got that.
[CUSTOMER][NEUTRAL] OK. OK. And so here's what I'm making sure I have.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] That the, in our trips to, to the hospital, um, our travel, our travel expenses and um
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, what, um, so how do I do the mileage? You'll figure out the miles between my house and MD [PII]?
[AGENT][NEUTRAL] Yes, ma'am. Um, if it's more than 50 miles one way.
[CUSTOMER][NEUTRAL] Is that correct?
[AGENT][NEUTRAL] You can um turn in for travel, yes, ma'am. You just send in all your receipts.
[CUSTOMER][NEUTRAL] Yeah, it is.
[CUSTOMER][NEUTRAL] OK. So it'll be the pathologist.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, I've got it. I just printed it all off for [PII]. So, pathology, travel dates, and then diagnosis and the, the bill charges, correct?
[AGENT][NEUTRAL] Right, the itemized statement. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. All right. I think I've got it. I just wanted to see if I could include both, both of those cancer diagnosis.
[AGENT][NEUTRAL] Yes, ma'am, you can. And on that first page of the claim form, the cancer claim form.
[AGENT][POSITIVE] It gives you a list of everything that you need to send in it gives you scenarios if it's this and you need to send this, and it's a real good cheat sheet to double check yourself before you send it if if you wanted to look at that first page.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. I may have to get on.
[CUSTOMER][NEUTRAL] Online.
[CUSTOMER][NEUTRAL] OK, all right. I'll, I'll double check and look because on this one, it is saying claimant statement, but
[CUSTOMER][NEUTRAL] Send a copy. Well, this is if it can be a police report or pathology.
[CUSTOMER][NEUTRAL] Do you have a different
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No, it would have to be the pathology report, um.
[CUSTOMER][NEUTRAL] Right. Yes, which I have.
[AGENT][NEUTRAL] OK, yes or no.
[CUSTOMER][POSITIVE] Because I have that all on my MyChart. So I just printed everything down from my MyChart. All right. I just want to double check because I thought if you can only have one, and um so anyway, that'll do. I'll get it all sent out. I appreciate it.
[AGENT][NEUTRAL] OK. OK. Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes ma'am, uh, you're very welcome. Is there anything else that you may have questions about or anything else that I can help you with before we go?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No, I think that'll do it. And then as soon as I get it all together, I'll, I'll double check.
[AGENT][POSITIVE] OK. All right, Ms. [PII], just know if you need more help, just call us and we'll help you all we can, OK?
[CUSTOMER][POSITIVE] And make sure. All right, thank you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] All right, sounds great. Thank you. Bye-bye.
[AGENT][POSITIVE] All right. You're welcome. Bye-bye, ma'am.