AccountId: 011433970860
ContactId: 9efd2b38-7250-4c4f-ab48-3628d4e73c24
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 462220 ms
Total Talk Time (AGENT): 135496 ms
Total Talk Time (CUSTOMER): 92000 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/9efd2b38-7250-4c4f-ab48-3628d4e73c24_20250611T20:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], my name is [PII]. I work for Sella Construction in [PII], and I was calling about, she, uh, [PII], my boss, she had a cancer policy on me through y'all and, and, uh, the lady in [PII] denied it, and I was kind of wondering why.
[AGENT][NEUTRAL] OK, I can look up that claim for you. Um, [PII], can I get a good phone number in case we get disconnected? Oh.
[CUSTOMER][NEUTRAL] I, I don't, I don't, I.
[CUSTOMER][NEUTRAL] Yeah, yeah, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I don't, I don't have the policy number with me.
[AGENT][NEUTRAL] That's OK. Um, is it all right if I look it up by your social security number?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is that?
[CUSTOMER][NEUTRAL] You ready?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, give me just one moment to look for that.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] And can I get you to verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the address that we have on file for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the claim was for you, correct?
[CUSTOMER][NEUTRAL] Uh, yeah, cancer policy, yeah, I, I got, uh, battling prostate cancer.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said that you had a claim that was denied?
[CUSTOMER][NEUTRAL] Yeah, I talked to this [PII] lady at Crescent City in [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And she said it was due to the type of cancer I had. I thought cancer was cancer. They said it was a high, high grade of cancer, and I went through radiation treatments.
[AGENT][NEUTRAL] OK, let me look into that for you.
[AGENT][NEUTRAL] Do you have the date of service with you?
[CUSTOMER][NEUTRAL] Uh, when I was diagnosed or what?
[AGENT][NEUTRAL] Um, well, if she's, she's saying it was denied, let me look into your notes and see what who.
[AGENT][NEUTRAL] You were talking with.
[AGENT][NEUTRAL] Give me just one moment, let me look.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just one moment, I'm pulling up your policy.
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] OK, I see what she was talking about now.
[AGENT][NEUTRAL] Let me see. Let me pull it back up.
[AGENT][NEUTRAL] So it looks like for this policy, since you don't have a cancer policy, um, it is a uh critical illness policy. Um, I think what she was referring to is the type of cancer that is included in this critical illness cancer or this critical illness policy.
[AGENT][NEUTRAL] Is a type called invasive cancer, meaning that it would, it would be spreading. So invasive cancer is it's spreading. So since you just have prostate cancer and it isn't spreading, that's, I think that's where she was telling you it was a different kind of cancer than what's, than what is um.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Do I, do I have a, do I have a cancel policy?
[AGENT][NEUTRAL] Uh, I did not see a cancer policy. Let me see what you do have through us. It looks like you have a critical illness policy and a group accident policy. You'll want to talk to your employer on, um,
[AGENT][NEUTRAL] If you have a cancer policy through someone else or if they will let you um see what options you might have for the next uh open enrollment. Yeah, I'm only seeing these two the.
[CUSTOMER][NEUTRAL] See, I, see, I was, I was supposed to have had, I was supposed to have had a life insurance policy, a cancer policy, a critical illness policy, and uh, what, what you say an accident policy?
[AGENT][NEUTRAL] The accident. Mhm.
[AGENT][NEUTRAL] And if it's so it's through your employer correct?
[CUSTOMER][NEUTRAL] But I
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I would talk to your HR rep and see if maybe it's under a different um insurance company because I'm only seeing those two.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK. All right, [PII], I appreciate it. Thank you for your time.
[AGENT][NEUTRAL] So maybe it's through a different pol yeah.
[AGENT][POSITIVE] Right, thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] OK all right thank you.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye.