AccountId: 011433970860
ContactId: 8c505097-dcd0-401f-b619-01dc2666f4fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 257290 ms
Total Talk Time (AGENT): 62987 ms
Total Talk Time (CUSTOMER): 168511 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/8c505097-dcd0-401f-b619-01dc2666f4fd_20250211T18:54_UTC.wav
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[AGENT][NEUTRAL] Calling ATL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, uh, my name is [PII] and uh I, I've been filing claims, but now I wanna file the claim for, uh, my radiation treatments and I was wondering is it the same form and it don't I have all my itemized receipts they gave me itemized on everything it's it's the whole.
[AGENT][NEUTRAL] Oh, is it like a bill or a receipt?
[CUSTOMER][NEUTRAL] It's a, it's an itemized receipt um with all with everything on it plus my radiations and my radiation started on the [PII] and and it's, it's the [PII] and the [PII] and then it was uh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, last week, the [PII], and then I go this week, but I only have the [PII], [PII], and then last weeks, and I want to try to file that claim.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what's your policy number, [PII]?
[CUSTOMER][NEUTRAL] My policy number is.
[CUSTOMER][NEUTRAL] Oh wait hold on.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the claim form that you have, does it say cancer claim form?
[CUSTOMER][POSITIVE] Yes, it does.
[AGENT][NEUTRAL] OK, that's the one that you would send in with the itemized bills.
[CUSTOMER][NEUTRAL] OK, yes, um, where's my.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] And when I look that I have it. Can I give you my social?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII] and when I'm not looking for it I find it.
[AGENT][NEUTRAL] What ticket?
[AGENT][NEUTRAL] What's a good phone number in case we're disconnected?
[CUSTOMER][NEGATIVE] I have [PII] because I'm calling on my other line because my phone don't work well.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm pretty sure they would know how to read it because I don't, because everything looks foreign to me.
[AGENT][POSITIVE] Yeah, we will.
[CUSTOMER][NEUTRAL] I'm pretty sure, OK, cause I was like, wait a minute, I.
[AGENT][NEUTRAL] What's your, what's your date of birth and mailing address?
[CUSTOMER][NEUTRAL] It's [PII] and my mailing address is [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And what is your email address on file?
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] OK, and how can I help you? You can go ahead and send all that in at the same time with the claim form.
[CUSTOMER][NEUTRAL] With the uh claim form, uh the uh you talking about the, uh, OK, so can I, uh, can I fax it?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes you can. The fax number should be at the bottom of page one.
[CUSTOMER][NEUTRAL] OK, and uh
[CUSTOMER][NEUTRAL] Uh, page one of the claim form.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And everything.
[CUSTOMER][POSITIVE] OK, I see it [PII]. OK, so just sign that that paper and then send over the itemized and then just, OK, I'll I'll do that. I just, OK, thank you so much. I appreciate that, uh huh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am. Now, did you, have you sent your pathology report in yet?
[CUSTOMER][NEUTRAL] For the pathology report for the radiation or?
[AGENT][NEUTRAL] For first diagnosing the cancer?
[CUSTOMER][NEUTRAL] Oh, all that's been done. I, uh, all that, all they had already paid me on that. They just told me to send in the radio, yeah, all that's been done.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I see that. I.
[AGENT][POSITIVE] I see that. OK, you're right. OK. Very good.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Yeah, so just send all that in together?
[CUSTOMER][POSITIVE] OK, alright, I'll fax that over thank you so much.
[AGENT][NEUTRAL] Uh, you're welcome. Anything else?
[CUSTOMER][POSITIVE] Uh, that's it. I appreciate you.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] OK, uh huh bye bye.
[AGENT][NEUTRAL] Bye bye.