AccountId: 011433970860
ContactId: 697368e5-490e-4524-a2de-e4dd0b6f0d07
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 806099 ms
Total Talk Time (AGENT): 211312 ms
Total Talk Time (CUSTOMER): 139190 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=-1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/697368e5-490e-4524-a2de-e4dd0b6f0d07_20250609T18:19_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] What, what did you say your name is now?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] So, OK, my name is [PII] and so what I was calling for, I am taking um
[CUSTOMER][NEUTRAL] I have a policy with you all.
[CUSTOMER][NEUTRAL] And I am taking a hype, uh, let's see, I probably pronounce it.
[CUSTOMER][NEUTRAL] High prom, hold on just a minute.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. I'm back. I'm taking hydroxia 500. I've been taking it for a year. And uh do you have right, do you have a claim for that?
[AGENT][NEUTRAL] Um, I can check and see what we have. Um, may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Um, do you have the policy number?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, I do. Just a second.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh, let me see, I think this is a.
[CUSTOMER][NEUTRAL] 0117231
[AGENT][NEUTRAL] Alright thank you one moment, let me see if I can see.
[AGENT][NEUTRAL] OK, Miss [PII] for security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] OK, uh.
[CUSTOMER][NEUTRAL] Mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And what else you asking for?
[AGENT][NEUTRAL] Um, for the date of birth.
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] Do you want to need an email address or you don't have one?
[CUSTOMER][NEUTRAL] No, no, no, no, I.
[AGENT][NEUTRAL] OK. OK. All right, thank you. OK. So let's see. So you need to know if we have received any claims for your medicine or hydroxy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Um.
[AGENT][NEUTRAL] Mm, OK. Is it for yourself or for [PII]?
[CUSTOMER][NEUTRAL] For my, for myself.
[AGENT][NEUTRAL] For yourself, OK. Well, for yourself, we have not received any claims.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, uh, you noticing what?
[AGENT][NEUTRAL] We have not received any claims for you.
[CUSTOMER][NEUTRAL] Oh no, I have not uh sent any in.
[AGENT][NEUTRAL] Oh, OK, OK. So you're trying to see if, if it's something that we covered?
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] Oh, OK, alright, let me go ahead and look for your benefits one moment.
[AGENT][NEUTRAL] And that medicine is uh to treat cancer.
[CUSTOMER][NEUTRAL] Well, it's a, a platelet disorder that it is treating.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, it's gonna be a minute. I'm waiting on the documents for the policy to pull up, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I'm going through the benefits, OK?
[CUSTOMER][NEUTRAL] I beg your pardon.
[AGENT][NEUTRAL] I'm just gonna over the benefits and see if I have anything here that may help.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK. OK. I don't see any benefits for um like a specified disease for medicine, um, for prescriptions. Uh, I only have prescription benefits for um for diagnosis of cancer for cancer drugs.
[AGENT][NEUTRAL] Like, um,
[AGENT][NEUTRAL] Let me go back to it.
[AGENT][NEUTRAL] Yeah, it's gonna be for um drugs for any cancer treatment, but it doesn't have anything for uh non-cancerous. What have you been diagnosed with cancer?
[CUSTOMER][NEUTRAL] No, I have not. I just went to the doctor and uh he prescribed about a year ago, which was in March, hydroxia, and that's all.
[AGENT][NEUTRAL] No. Mm.
[AGENT][NEUTRAL] Yeah, it doesn't look like it's a cover service, but what you can do is still if you would like for us to review more in detail, um, you go ahead and send us the claim and let us look into it and see if there's anything we can do to pay it. Um, I don't see any benefits right off the benefits schedule of that we have on your policy.
[AGENT][NEUTRAL] Unless it's uh positive for cancer.
[CUSTOMER][NEUTRAL] Well, I
[CUSTOMER][NEUTRAL] I don't have a claim to send in. What do I do?
[AGENT][NEUTRAL] OK, um, the claim form and you can find it in our website or I can send you a claim form by mail. Which one would you like for me?
[CUSTOMER][NEUTRAL] I would like for you to send me a claim please.
[AGENT][NEUTRAL] B. OK. All right. Let me go ahead and send that request out. OK. Um, do you mind holding for me while I send this request for a form to be sent to you?
[CUSTOMER][NEUTRAL] This
[CUSTOMER][NEGATIVE] No, not at all.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Miss [PII]. Yeah, I went ahead and send that request. You should be getting the form within 5 to 7 business days. It goes regular mail, OK?
[CUSTOMER][NEUTRAL] OK. And whom am I talking to so?
[AGENT][NEUTRAL] So, [PII].
[CUSTOMER][NEUTRAL] And so, OK, I appreciate you. I had, I looked at it and I said a year has passed and I don't know what my excuse me, policy take, you know, have this on their program or not. I said, well, I can call and ask, you know.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Yes, yeah, I understand it's OK. Yeah, you can always submit it and let us look at it and see if it's something that we can pay for you, OK?
[CUSTOMER][POSITIVE] OK, alright then, so thank you.
[AGENT][POSITIVE] You're welcome, Miss [PII]. Thank you for calling APR. You have a good afternoon.
[CUSTOMER][NEUTRAL] And same to you. OK, bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.