AccountId: 011433970860
ContactId: 8bf29d64-0628-4224-b64d-2d2b450f72fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 463859 ms
Total Talk Time (AGENT): 106780 ms
Total Talk Time (CUSTOMER): 291819 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/8bf29d64-0628-4224-b64d-2d2b450f72fd_20250211T18:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, [PII], is uh [PII] there please?
[AGENT][NEUTRAL] Uh, may I tell her who's calling?
[CUSTOMER][NEUTRAL] Uh, this is [PII]. I spoke to her about a week ago. Um.
[AGENT][NEUTRAL] Yeah it looks like she's away from her desk. Is there anything I can help out with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, yes, I wanted to verify when we were talking, um, she sent me some info across, uh, uh, email and stuff, and she gave me a policy number. I bought this policy back in [PII]. She said it was updated and I should have gone ahead and asked her to see if she could send me the, the, the new information, but I have a policy number, uh, you need my name and date of birth?
[AGENT][NEUTRAL] Uh, your name and the policy number, then we can verify your date of birth as well.
[CUSTOMER][NEUTRAL] OK, my name is [PII]. Uh, policy number is 454141.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, what's a good phone number for you, [PII], in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Pulling up your files.
[AGENT][NEUTRAL] And [PII], verify your date of birth and your mailing address for me?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And your email address?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And so when you spoke with her last, was it regarding your policy certificate?
[CUSTOMER][NEUTRAL] Oh, well, what it is is that I recently and I explained to her, I recently uh got diagnosed with uh prostate cancer.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And, uh, as I read through the policy, that's a different cancer than what I used it back anyway. I just wanted to verify the policy number because I was looking at the form and down there where I have to sign it. It just for me to write down the policy number. I just wanted to make sure that I had the right number before I submitted the paperwork.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And I, I guess being with you all so long, I hadn't talked to y'all since.
[CUSTOMER][NEUTRAL] 15 years ago I guess. Anyway, so anyway, anyway, I, uh, I, I was just trying to make sure that I had everything correct and um I, I have been getting all the uh itemized billings.
[AGENT][NEUTRAL] Right. Uh-huh.
[CUSTOMER][NEUTRAL] And uh those other forms that they send you from uh.
[CUSTOMER][NEUTRAL] Uh, I don't know what you call those other ones. Anyway, I've been, I'm, I've been compiling all the forms. The only one that I need is the anesthesia stuff, but what I was gonna also ask.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, OK, now they, they're sending me to an oncologist.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And that'll be here uh in this coming week, um.
[CUSTOMER][NEUTRAL] How soon?
[CUSTOMER][NEUTRAL] As far as what I have right now, compiling these uh itemized billings and those other forms that also for billing, I don't know what, anyway.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] If there, if there is dates of.
[CUSTOMER][NEUTRAL] Upcoming uh or the treatment, whatever it is suggests.
[CUSTOMER][NEUTRAL] Should I hold on to this paperwork and, and wait on it, or that's the question, um, or should I submit this and then submit the other stuff as I, if I start going through treatment?
[AGENT][NEUTRAL] As you receive it, right, so what do you currently have that you can submit to us? What is it?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, let me, let me go get the paperwork.
[CUSTOMER][NEUTRAL] OK, so far I have the item itemized medical bill on the MRI and the biopsy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then also I have the what, what you call the, the explanation of benefits.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] On the uh on the MRI and then I guess some, some of the stuff that they gave me on uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The medicine and then of course I have the report on the biopsy and the report uh from the MRI.
[AGENT][NEUTRAL] OK, so yes.
[CUSTOMER][NEUTRAL] So now I thought, so now I thought.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Yes, you can submit your medical bills as they incur. So, you know, for instance, what you have now, you can send it in. Um, and did I hear you say that you do have a copy of the pathology report for diagnosing the cancer?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes, I have it. Uh, the MRI reads it to follow up to the biopsy and then the biopsy apparently it already occurred and then it also reads it. It reads prostate cancer.
[AGENT][NEUTRAL] OK. Make
[AGENT][NEUTRAL] OK, make sure you do complete the um.
[AGENT][NEUTRAL] Pathology report and along with the itemized bills and then the explanation of benefits. So you can go ahead and submit that now. You don't have to wait and gather it all at once and then send it at one time. You can send it as you receive the medical bills.
[CUSTOMER][NEUTRAL] OK. OK. Yeah, I was just reading, initial uh diagnosis, I have that.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then, uh, I don't, I don't want a new diagnosis, but the initial for that. Yeah. And then, and then the surgery including the biopsies, yes. OK. All right, so I can submit this. I'm just waiting for the anesthesia stuff to come in and I'll put that all together and then on that form, like I was uh reading. OK, so when I, when I um submit this.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I submit it by mail, the statement of the insured, and then the last copy that you signed.
[CUSTOMER][NEUTRAL] Just submit it by mail?
[AGENT][NEUTRAL] Um, you could fax it.
[AGENT][NEUTRAL] You can mail it or you can fax it as well if you would like.
[CUSTOMER][NEUTRAL] Oh, OK. All right. OK, if I have any more questions, um, she gave me her name. What's your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] OK. OK, [PII]. All right, I just wanted to make sure about that number.
[AGENT][POSITIVE] Yeah, you're doing good. You're right and so the policy, the policy number that you gave me is what you wanna put on your document on your um insured form.
[CUSTOMER][POSITIVE] I appreciate y'all.
[CUSTOMER][POSITIVE] All right, thank you very much.
[CUSTOMER][POSITIVE] OK. All righty. OK dokey. I appreciate it. Thank you very much. Bye-bye.
[AGENT][POSITIVE] All right. All righty. All right, [PII], you have no other questions, thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you. You do the same. You have a good one.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye.