AccountId: 011433970860
ContactId: 63e1a1de-dc7a-4b50-9218-bcd3c864aa19
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 439369 ms
Total Talk Time (AGENT): 98214 ms
Total Talk Time (CUSTOMER): 181050 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/63e1a1de-dc7a-4b50-9218-bcd3c864aa19_20250610T17:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], can I please speak to somebody in cancer?
[CUSTOMER][NEUTRAL] Either to either Misty or Roxy.
[AGENT][NEUTRAL] I'm
[CUSTOMER][NEUTRAL] Are you with cancer?
[AGENT][NEUTRAL] OK, um, what are you needing help with?
[CUSTOMER][NEUTRAL] Um, a claim that I submitted on behalf of a member.
[AGENT][NEUTRAL] OK, um, and can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Policy number is 2589809.
[AGENT][NEUTRAL] OK give me just one moment.
[CUSTOMER][NEUTRAL] Are you in claims at all?
[AGENT][NEUTRAL] Um, no, I'm with the care team.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] Give me just one moment. My computer's going just a little slow.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] Um, name is [PII].
[CUSTOMER][NEUTRAL] And let me see.
[CUSTOMER][NEUTRAL] Date of birth
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Hold on, I have to pull a group detail report to give you that.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And to verify, are you a broker?
[CUSTOMER][NEUTRAL] We're like a GA but we're not a GA.
[CUSTOMER][NEUTRAL] So we have an entire book of business with you guys?
[CUSTOMER][NEGATIVE] I hate that we have to go through this every time I call.
[CUSTOMER][NEGATIVE] There's gotta be a better way.
[CUSTOMER][NEUTRAL] I gotta talk to [PII] about it.
[CUSTOMER][NEUTRAL] Hold on because the group detail report hasn't uploaded yet.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And while it's uploading, can I get you to verify your email address for me?
[CUSTOMER][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] Yes. What's your name?
[AGENT][NEUTRAL] Uh my name is [PII].
[CUSTOMER][NEUTRAL] [PII], that's right. OK. What's your last name? You're not [PII] that used to be in billing, right?
[AGENT][NEUTRAL] Um, no, ma'am.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let's see, hm.
[CUSTOMER][NEUTRAL] OK. So his date of birth is [PII].
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] Mhm. Anything else you want while I'm on the in the report?
[AGENT][NEUTRAL] Um, not for that. I just need the date of service for the claim that you're, um.
[AGENT][NEUTRAL] Referring to.
[CUSTOMER][NEGATIVE] It's, it's a cancer, it's a cancer claim that we submitted. I just wanna talk to a cancer claim representative.
[AGENT][NEUTRAL] OK, give me just one moment.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] And thanks for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] with the care team. I have a broker, [PII] on the line um in regards to policy.
[AGENT][NEUTRAL] 2589.
[AGENT][NEGATIVE] 809 um she didn't want to speak to me at all. She wanted someone, there's no claim that she's mentioned, um, she just wants to talk to someone for uh a cancer policy, the cancer claim or something like that, um.
[AGENT][NEUTRAL] When I asked her how I could help her, she just wanted to be sent straight to claims.
[CUSTOMER][NEUTRAL] OK, so you don't know what she's calling in regards to?
[AGENT][NEUTRAL] No, I asked for the date of service of the claim because I only see one on file for part one, and she said she just wanted information on the claim. I've already verified her as a broker, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And verified part one.
[CUSTOMER][NEUTRAL] OK, you said her name is [PII]?
[AGENT][NEUTRAL] No, that's my name. Her name is [PII].
[CUSTOMER][POSITIVE] Oh, I'm sorry.
[AGENT][NEUTRAL] She did ask if I worked in billing. I was like, not a day in my life.
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] OK, OK, you can send it to, to me.
[AGENT][NEUTRAL] All right, and, and what is your name, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, I'll, I'll uh introduce you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alright [PII], I have [PII] from claims support and she'll be able to help you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, I'm with NAS and I filed a cancer claim for a Alberto Duernal.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And I had uploaded all of the documents to the portal and then I reached out to you guys and you guys, the care team indicated they didn't go through so I did it again um and we're just wondering.
[CUSTOMER][NEUTRAL] If there's any movement on that claim.
[CUSTOMER][NEUTRAL] OK, let me take a look.
[CUSTOMER][NEUTRAL] OK, I do show we did receive it. I show it's in, it's currently in line for processing. I don't show that it has been processed yet. It is in line for processing. I show it was received on the [PII].
[CUSTOMER][NEUTRAL] OK, so you did get finally get the when I redid it on the [PII] and it's in line for processing?
[CUSTOMER][NEUTRAL] Yes, I told it's a total of 15 pages that was sent.
[CUSTOMER][NEUTRAL] Yeah, it was quite a few. Um, any idea how long these cancer claims take?
[CUSTOMER][NEUTRAL] Normal processing time is at least 7 to 10 business days for processing.
[CUSTOMER][NEUTRAL] Um, let me look at the documents that we received here to make sure that they're all legible. Give me one moment.