AccountId: 011433970860
ContactId: 8c746a28-e342-43b2-8204-9ffe9ee7b9af
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 323390 ms
Total Talk Time (AGENT): 129473 ms
Total Talk Time (CUSTOMER): 156137 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/8c746a28-e342-43b2-8204-9ffe9ee7b9af_20250314T15:08_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, um, I'm checking on my claim. Uh, I kind of need to speak to [PII] if I can, but I can give you my claim number.
[CUSTOMER][NEUTRAL] It's uh 0202431002.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you and may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII] number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And I have you here, Mr. [PII]. Um, can you verify your date of birth, your mailing address and email address on file?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Um, and do you mind if I place you on just a brief hold while I try to reach out to [PII] for you or did you want me to see if I can assist you?
[CUSTOMER][NEUTRAL] Uh, well,
[CUSTOMER][NEUTRAL] You can or her, but.
[CUSTOMER][NEUTRAL] Um, if I, if she's, if she has time, if not you can I guess I mean.
[AGENT][NEUTRAL] OK, let me see if she's in a call. Hold on one second.
[AGENT][NEUTRAL] Is it to see about the um if it's back from review from Doctor [PII]?
[CUSTOMER][NEUTRAL] Yes, and that's part of it. And I've had the, there's a nurse called me today and they, they're wanting to know if everything's good to go because.
[CUSTOMER][NEUTRAL] The [PII] I've got another uh the treatment is set up so I need to make for sure y'all have all the information y'all need or I gotta do another biopsy.
[AGENT][NEUTRAL] OK, um, so this is what I'll do. I can send an email over to [PII] because she's in a call. I could, uh, if she was just busy, I would be able to send it, but she's on a call. So, um, I can send her an email and have her give you a call back to so that you can talk about the the things for your claim and then um as far as Dr. [PII], I'm not showing that it came, it has come back yet. It's still in that same status, I'm waiting for his review to be finished.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm, OK, yeah, and that's uh.
[CUSTOMER][NEUTRAL] Yeah, because I gotta go next Friday for treatment and if they there's something that I need to do to prove this all again I'm, I'm.
[CUSTOMER][NEUTRAL] I mean, I'm in a time crunch is the thing.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] You see this
[CUSTOMER][NEUTRAL] This started back in December, supposed to be treated in January then there was a discrepancy I needed proof that it was even cancer from y'all, so we.
[CUSTOMER][NEUTRAL] Done one biopsy that didn't work done another biopsy last month that proves it and now here we are.
[CUSTOMER][NEUTRAL] I'm still waiting to make sure that this this is gonna be confirmed or denied.
[AGENT][NEUTRAL] So that you know how to move forward with the claims, OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] I understand. I will send [PII] an email.
[CUSTOMER][POSITIVE] Exactly.
[CUSTOMER][NEUTRAL] Because once they treated, that's all evidence gone.
[AGENT][NEUTRAL] Correct. But um,
[CUSTOMER][POSITIVE] And I feel like y'all got enough. I'm, I'm praying.
[AGENT][NEUTRAL] I hope we do so that we can go ahead and help with the claim. Um, I'm gonna send [PII] an email with your contact information and ask for her to give you a call today, um, especially since you have that appointment coming up next week and to see if there's an update with Doctor [PII] and then the other documents you want to talk about with her.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, because, uh, like I said, she emailed me yesterday and told me this is still under review and that that's fine and then I've had the, uh, nurse from the doctor doing the treatment reaching out and make sure there's no more hiccups because like I said we're gonna have to reschedule this and I, I need the treatment but.
[CUSTOMER][POSITIVE] Anyway, yes ma'am, that'll work.
[AGENT][NEUTRAL] Do you want her to give you a call or an email?
[CUSTOMER][NEUTRAL] Call would be fine or email between now and Monday if you don't have time today we can do it Monday.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I'm gonna send this over to her now and then um I'll put that you're OK with a call or an email, but you prefer a call.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] All right. Well, Mr. [PII], was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] No, that's it. I'm just getting down to crunch time, you know, and.
[CUSTOMER][NEGATIVE] It's been a mess.
[AGENT][POSITIVE] Well, I hope we get this all rectified for you, so that's one less thing you have to think about and you can focus on your healing.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah, I think y'all got enough but 2 biopsy worked and showed it was cancer, so I believe it'll, I believe there's enough evidence there.
[AGENT][NEUTRAL] OK, so I just sent it over for you and um I'll go ahead and note your policy as well, so she'll know from both places.
[CUSTOMER][POSITIVE] Thank you, ma'am.
[AGENT][POSITIVE] You're welcome, Mr. [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] Alright, well, thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] All right you too.
[AGENT][POSITIVE] Thank you, bye bye.