AccountId: 011433970860
ContactId: 6a99b26e-8153-4a00-9f4c-61e3005aa146
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102430 ms
Total Talk Time (AGENT): 68910 ms
Total Talk Time (CUSTOMER): 41669 ms
Interruptions: 2
Overall Sentiment: AGENT=0, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/6a99b26e-8153-4a00-9f4c-61e3005aa146_20250124T18:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, [PII].
[AGENT][NEUTRAL] Hey, [PII], how are you doing?
[CUSTOMER][NEUTRAL] Good. So I have a cancer question, um.
[CUSTOMER][NEUTRAL] Policy number is 253.
[CUSTOMER][NEUTRAL] 1260.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the name, uh, that's OK, OK, I got it. Uh-huh.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] So he said he's been diagnosed with cancer, uh lung cancer, and uh they're removing uh some fluid from his lungs. That would be covered, wouldn't it? It's, it's a result of his cancer.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, well, it's all depending on what type, you know, is this surgery or what is it gonna be covered on this policy and bringing up to, oh, you know, depending on what, you know, they just pulling some off of him, is it not like in the, in the, yeah, the, the policies, I mean the policy is not out there because.
[CUSTOMER][NEGATIVE] They're draining, draining fluid.
[AGENT][NEUTRAL] Just came in effect 912024, but it's the same as the GC 14. They just switched them over and changed the name, but, uh, all I can tell you, tell him anything that he want us to send in for review, let us review. We can't say what would be paid over the phone. He would just have to.
[CUSTOMER][NEUTRAL] Well, I wasn't gonna tell him if it was paid. He just wanna know if it can be considered.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] I, I, I wouldn't be able to tell you that because the policy, and I don't know is it considered surgery without the information. If something just pulling something out of you, that's just like it's not surgery. So I can't say. I would just say send it in for review. Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, OK. It is surgery cause it's a surgical, it's they're removing fluid, so that's a surgical procedure, but I'll let him know. I'll let him know. All right. Thank you. All right.
[AGENT][NEUTRAL] OK, OK. OK. All right. Thank you, son. All right, bye-bye.