AccountId: 011433970860
ContactId: 9b4d34d4-30f7-4c31-af5a-79c4672da0f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 532140 ms
Total Talk Time (AGENT): 134428 ms
Total Talk Time (CUSTOMER): 73609 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/9b4d34d4-30f7-4c31-af5a-79c4672da0f7_20250411T13:28_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes ma'am, good morning. My name is [PII], and I was calling to file a claim for my cancer program that I'm in.
[AGENT][NEUTRAL] OK, sure, I can give you instructions on how to file a claim. And may I have a callback number just in case we get disconnected, Mr. [PII].
[CUSTOMER][NEUTRAL] Huh?
[AGENT][NEUTRAL] May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] OK. Um, my phone number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] No, I don't, I don't have my policy number.
[CUSTOMER][NEUTRAL] Do you need my social security number?
[AGENT][NEUTRAL] Yes, go ahead.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And Ms. [PII], for security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] [PII] and my mailing address on file is [PII].
[AGENT][NEUTRAL] OK, thank you. And what's the email address?
[CUSTOMER][NEUTRAL] My email address, I'm sorry, it's [PII].
[AGENT][POSITIVE] Perfect. Thank you.
[AGENT][NEUTRAL] All right. And you're trying to submit a claim for your wellness or is it cancer?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Cancer.
[AGENT][NEUTRAL] Oh, OK. So this is the first time that you have um submitted a claim with us?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um, so you do need um a couple of documents that you're gonna need to send to us. Um, the first one that we're gonna need is gonna be the pathology report indicating um when they found the cancer.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And we also need the itemized bills.
[AGENT][NEUTRAL] With diagnosis codes and procedure codes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And there is a claim form, um, the claim form, either I can send it to you by email or you can find it in our website if you wanna send that electronically.
[CUSTOMER][NEUTRAL] You can send it to me by email, so I can email everything to you guys.
[AGENT][NEUTRAL] We don't take claims by email.
[CUSTOMER][NEUTRAL] OK, so what I do, just mail it in?
[AGENT][NEUTRAL] Uh, you have three options. You can either fax it, mail it, or if you go to our website and.
[AGENT][NEUTRAL] Registered through the website to your account, you can upload it electronically to the account.
[CUSTOMER][NEUTRAL] OK, well, I, I'll do it like that, um, but you can email me my own claim form, so what you said you need my diagnosis. I just send you everything that the doctor, the doctor gave me, the doctor gave me. I just sent.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] OK, the claim form is gonna have the instructions. So on the first page of that claim form you're gonna see all the instructions of what's needed, OK? And you can just go down the list and see, um, per your service, whatever they did to you or the service that was surrendered, then you can go ahead and choose which which documents you need to send, OK, but yeah, there is a list on the beginning of that form.
[AGENT][NEUTRAL] Um, of the instructions on what to send, OK? So let me go ahead and send the claim form to you if you don't mind holding for me, I can go ahead and send this out to you right now.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for Ms. [PII]. Do you wanna check and see if you got that email?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh, OK, let me check.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yes, I got it.
[AGENT][POSITIVE] OK, perfect. Is there anything else I'm gonna help you with today?
[CUSTOMER][POSITIVE] No, ma'am, thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Bye bye.