AccountId: 011433970860
ContactId: 9faabf57-b274-452a-8124-39a9ba3065b5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 271880 ms
Total Talk Time (AGENT): 69077 ms
Total Talk Time (CUSTOMER): 95587 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/9faabf57-b274-452a-8124-39a9ba3065b5_20250501T14:29_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes [PII], my name is [PII], and I was just trying to uh find out what was going on with a claim that I had submitted.
[AGENT][NEUTRAL] OK, I can help you with claim status. Do you have a good um policy number on that?
[CUSTOMER][NEUTRAL] Oh, let me see the policy number.
[CUSTOMER][NEUTRAL] Well if I can get back to that page.
[CUSTOMER][NEUTRAL] Well,
[AGENT][NEUTRAL] Or I can look it up by your name or social.
[CUSTOMER][NEUTRAL] Uh, OK, my social is [PII].
[CUSTOMER][NEGATIVE] Cause it won't go back for some reason.
[AGENT][NEUTRAL] OK, Ms. [PII], and um let's see, is that for the group um cancer policy? Is that right?
[CUSTOMER][NEUTRAL] Yes ma'am, uh huh.
[AGENT][NEUTRAL] And was it for yourself?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. I just need to verify a few pieces of information. What is your birth date?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, it looks like we have a PO box.
[CUSTOMER][NEUTRAL] My [PII].
[AGENT][NEUTRAL] OK, thank you. And then lastly your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, let me get your claims pulled up.
[AGENT][NEUTRAL] OK. Was this for um some prescriptions or?
[CUSTOMER][NEUTRAL] Uh-huh. No, well, I take a chemo, that's uh my chemo medication that I take.
[AGENT][NEUTRAL] They needed additional information, but I don't see what that is. Let me see.
[AGENT][NEUTRAL] OK, looks like um we needed uh the name of the drug.
[AGENT][NEUTRAL] And then the receipt and billing statement from the pharmacy showing the name of the drug.
[CUSTOMER][NEUTRAL] Uh, the re, uh, OK. I was, uh, they don't send the receipt, but they just send, I guess the name of the drug is on it, the, the information that they send is, I guess just telling about the medication.
[AGENT][NEUTRAL] Yeah, if you can get like, um, should be able to get a printout from the pharmacy, um, or if you have like an online account with them.
[CUSTOMER][NEUTRAL] This is
[CUSTOMER][NEUTRAL] Well, the thing that I sent, I do have an online account, but normally seem like when I send that in, they always ask for the explanation of benefits and I've tried to tell them it don't come with the name of the prescription and they put the prescription number. But it's another um I guess I can log in to the, to the site and I guess send that paper in.
[AGENT][NEUTRAL] OK, yes.
[CUSTOMER][NEUTRAL] And see if that'll work. I don't know.
[AGENT][NEUTRAL] If it has the description, um, just make sure it has the name of that drug, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, alright, I'll try to uh log in and see if I can send that in then.
[AGENT][NEUTRAL] OK. Anything else I can help with, Ms. [PII]?
[CUSTOMER][POSITIVE] No, that would be it. Thank you so much.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.