AccountId: 011433970860
ContactId: 9c2b7510-e092-464d-a7ef-bb7f99becab1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 81239 ms
Total Talk Time (AGENT): 36770 ms
Total Talk Time (CUSTOMER): 49197 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/9c2b7510-e092-464d-a7ef-bb7f99becab1_20250121T19:27_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you today?
[AGENT][POSITIVE] Great. How are you doing?
[CUSTOMER][NEUTRAL] Doing all right, thank you. I've got um a bit of an odd question um regarding a uh cancer policy. Um, this individual said that she was diagnosed with brain cancer. They, and of course I told her, you know, we would need the pathology report before anything else. She said that there's actually not a pathology report as they determined it through an MRI. They said anything else would be too risky, but that was how they got the diagnosis. Would that be sufficient?
[AGENT][NEUTRAL] Um, she will have to send in the MRI report and any medical records.
[CUSTOMER][NEUTRAL] OK. So it doesn't necessarily have to be the full like biopsy or anything like that. It, as long as it's a positive diagnosis.
[AGENT][NEUTRAL] And then we would just.
[AGENT][NEUTRAL] Because sometimes we don't, but see, we have to send that stuff out to for medical review. Um, so we can only just ask for what they have and then if we need additional documents, then we can, but um I have seen cases where um the patho they haven't done it by actual biopsy.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] What they have.
[CUSTOMER][NEUTRAL] OK, OK, interesting. I've just never come across that, so I wasn't sure. I appreciate you clarifying that for me. I'll let her know.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you. Bye-bye.
[CUSTOMER][POSITIVE] All right thank you bye bye.