AccountId: 011433970860
ContactId: 616dc459-b7db-4190-b0ad-bec7bffa1969
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 344609 ms
Total Talk Time (AGENT): 114267 ms
Total Talk Time (CUSTOMER): 187886 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/616dc459-b7db-4190-b0ad-bec7bffa1969_20250429T15:35_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is, my name is [PII]. I'm calling for my husband, [PII]. We have a cancer claim to send in. Can we fax it to y'all or do we need to mail it?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, you can fax it as well.
[CUSTOMER][NEUTRAL] OK, we just want to be sure we got all the paperwork just today, the senate, you know, the treatment that he had. OK, um, I do have one question. I don't know if you help me not on the form where you know, you fill it out, you know what, you know, the name and everything, it says, you know.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It says listing for lodging and travel. We didn't have any of that, so just leave it blank or just say, you know.
[CUSTOMER][NEUTRAL] Procedures done in our hometown, is that all we need to say?
[AGENT][NEUTRAL] Yeah, you can just put like an NA through it.
[CUSTOMER][NEUTRAL] Oh, OK, OK, [PII] OK, OK, sure. OK, let me ask you this, what, um, what address do we need to send it?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me pull up your um policy because that will determine which claims address. Um, may I have
[CUSTOMER][NEUTRAL] OK. I'll.
[CUSTOMER][NEUTRAL] Yeah, I have, I, I can give you his social. I know it's [PII] something, but I can't remember it. I'm in my car. I'm down. I'm shopping, but.
[AGENT][NEUTRAL] Oh, it's OK.
[CUSTOMER][NEUTRAL] But his social is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] And I can give you mine because I, I had breast cancer and I, y'all took care of me for 18 years.
[AGENT][NEUTRAL] OK, hold on one moment. And then Ms. [PII], may I have a good contact number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Absolutely [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Do you want my social too?
[AGENT][NEUTRAL] Oh, no, ma'am. I'm just waiting for it to come up.
[CUSTOMER][NEUTRAL] OK honey, OK.
[AGENT][NEUTRAL] It's kind of taking its time here.
[CUSTOMER][NEUTRAL] OK, you know what your company needs to do a um a workshop on.
[CUSTOMER][NEUTRAL] Personable people on the telephone. Y'all for since [PII] have been unbelievable.
[AGENT][POSITIVE] Oh my gosh, I'm gonna pass that on. That's so sweet.
[CUSTOMER][NEUTRAL] And some people are
[CUSTOMER][POSITIVE] Oh, I did it the whole time I was doing it, but I mean, really, y'all are wonderful.
[AGENT][POSITIVE] Thank you. I'm so glad.
[AGENT][POSITIVE] I'm definitely gonna pass that on. That's what we aim for, so it's good to hear.
[CUSTOMER][NEUTRAL] We
[AGENT][NEUTRAL] So the policy just popped up and since you're on it as well, um, I can verify just your date of birth and the mailing address on file.
[CUSTOMER][NEUTRAL] OK, well, we, uh, [PII].
[CUSTOMER][NEUTRAL] Is that what is that what you have?
[AGENT][NEUTRAL] Yes, ma'am, and then just your date of birth.
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[AGENT][NEUTRAL] Thank you, and all the information provided is a verification of benefits, not a guarantee of payment. So the claim's mailing address is going to be PO [PII]. OK.
[CUSTOMER][NEUTRAL] Oh wait.
[CUSTOMER][NEUTRAL] OK, OK, but I, if I, if I fax it to you, OK, give me PO box first. I'll do that first [PII].
[AGENT][NEUTRAL] Uh-huh, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, it used to be in in the.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, it's [PII]. OK.
[AGENT][NEUTRAL] No, no, no, no, no, no, no, no, no, I was answering your question.
[CUSTOMER][NEUTRAL] OK, wait, so Oak [PII], OK, I'm ready.
[AGENT][NEUTRAL] And then um abbreviation is OK for [PII], and then the zip code.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII]. What city in [PII]?
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] OK, [PII]. OK, thank you. Alright, and then if I fax it to you, how does it go?
[AGENT][NEUTRAL] So it's 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, and attention to anyone in particular?
[AGENT][NEUTRAL] Um, attention, APL claims department.
[CUSTOMER][POSITIVE] APL claim, thank you so much. I appreciate it.
[AGENT][POSITIVE] You're very welcome. You're welcome. Was there anything else I can help you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I don't think so what what I'm sending to y'all are all are are the medical, I mean the the from the doctor, the, the pathology thing and then the, the treatments that he had for radiation and that and it's all his office it's all on there, you know, whatever, OK?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, ma'am, and I'll put that on the policy for you.
[CUSTOMER][POSITIVE] Thank you sweetie. I appreciate. Uh, can, can you tell me, is it 4299 something the policy does it start with a 42?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, you got it for the most part. So it's 429-903.
[CUSTOMER][NEUTRAL] Can you tell me
[CUSTOMER][POSITIVE] Listen, when I had cancer every month, I mean, I had it down pat. Thank you so much, honey, appreciate it, great day.
[AGENT][POSITIVE] You're very welcome. You also and thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] 5