AccountId: 011433970860
ContactId: 8d0e1608-4c5b-4cf9-b0e5-ab4eb57cbbc5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 321820 ms
Total Talk Time (AGENT): 120968 ms
Total Talk Time (CUSTOMER): 92696 ms
Interruptions: 3
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/8d0e1608-4c5b-4cf9-b0e5-ab4eb57cbbc5_20250102T14:18_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], no long time no talk to.
[CUSTOMER][NEUTRAL] I have a question about um a cancer policy regarding the hormone therapy uh treatment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, let me give you the policy number.
[CUSTOMER][NEUTRAL] It's 25252.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 856 1.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I just wanna know, he's taking hormone therapy for prostate cancer and I was reading the definition and everything to him. The type of treatment, can it be a pill that they prescribed or does it have to be like an injection or something?
[AGENT][NEUTRAL] It can be a pill and it would have to be on our list, the name of it, um, as we can make sure that it is the hormone. Give me one minute, let me get that list pulled up. Do you know the name of the drug?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I didn't ask him, but I can.
[AGENT][NEUTRAL] OK. You, uh, I don't know if you have access, but you could go into the library at the SharePoint. Oh, you don't. OK, OK. Well, let me see something here. Hold on, let me.
[CUSTOMER][NEGATIVE] Yeah, we don't, we don't have claim stuff anymore, no.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm gonna, while you look for that I'm gonna place you on a brief hold and get the name of the drug.
[AGENT][POSITIVE] Oh, great. That sounds good. OK.
[CUSTOMER][NEUTRAL] Hey [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so it's spelled O Oscar RG.
[CUSTOMER][NEUTRAL] O V Victor Y X.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 120 mg.
[AGENT][NEUTRAL] OK, OK. Give me one minute. Let's see if it came up yet.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] There it is right there, copy of the prescription when filing a claim for medications prescribed for chemo hormone.
[CUSTOMER][NEGATIVE] Oh, that's pain.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So he would just send in that prescription.
[AGENT][NEUTRAL] OK, give me one minute.
[CUSTOMER][NEUTRAL] Department
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's saying no on our sheet.
[CUSTOMER][NEGATIVE] That is not covered.
[AGENT][NEUTRAL] That it's not a covered drug.
[CUSTOMER][NEGATIVE] Not a coverage truck.
[AGENT][NEUTRAL] That's what it's saying on our sheet that it's not a covered drug.
[AGENT][NEUTRAL] You may have to go and talk to um.
[AGENT][NEUTRAL] [PII] a little bit more or?
[AGENT][NEUTRAL] You know, the or the examiner, but I'm showing that it's not covered on our drug.
[CUSTOMER][NEUTRAL] Drug list, OK.
[AGENT][NEUTRAL] Yeah, yes, I'm not sure. Let me look at another area. Hold on here.
[AGENT][NEUTRAL] Let me look at this other.
[AGENT][NEUTRAL] Let me make sure that's the right list before I move forward because they change things all the time and they don't always tell me, so hold on.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, it's showing that it's not a covered drug.
[AGENT][NEUTRAL] That's the only list. I did pull up the right one and the only one, and yes, it's showing that it's not a covered drug.
[AGENT][NEUTRAL] Not a covered hormone.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alrighty, alright, thank you, but if it was, he would just send us a copy of the prescription that he receives from the that'll print out, OK, OK.
[AGENT][POSITIVE] OK. OK, thank you. Um.
[AGENT][NEUTRAL] Right. Yeah, yeah, the little printout that will have the date it was filled, the name of the drug and how much it was charged. Yeah, but it's showing now that it's not, not considered a hormone drug or any other drug for the chemo radiation, immune therapy even.
[CUSTOMER][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, but there's not a list of that in their policy of the covered drugs or homo.
[AGENT][NEUTRAL] No, it doesn't cause it, no, cause it doesn't, it changes all the time cause there's so many new drugs, so they'll never have a list of any of those drugs.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] OK, OK, alrighty, thank you, [PII].
[AGENT][POSITIVE] You're welcome. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Uh huh bye bye.