AccountId: 011433970860
ContactId: b5fb1f5a-dffa-47c0-9c87-dfd590b8c8da
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 496149 ms
Total Talk Time (AGENT): 99214 ms
Total Talk Time (CUSTOMER): 130377 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/b5fb1f5a-dffa-47c0-9c87-dfd590b8c8da_20241230T20:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII] calling. I'm calling um on behalf of my wife who um has uh terminal cancer.
[CUSTOMER][NEUTRAL] Um, and I'm.
[CUSTOMER][NEUTRAL] Wondering we hit the maximum benefit every year and I'm wondering if um I need to send in all the stuff.
[CUSTOMER][NEUTRAL] Again this time.
[CUSTOMER][NEUTRAL] Or um because she's on, on chemo, uh, the rest of her life, maintenance chemo.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And I can give you the the policy number or reference number whatever claim number.
[AGENT][NEUTRAL] Yes, sir. What's that policy number?
[CUSTOMER][NEUTRAL] The policy number is 01, hold on, let me get my glasses on.
[CUSTOMER][NEUTRAL] 01388294
[AGENT][NEUTRAL] Just one second, let me get that pulled up.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And what's your wife's name?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, and what
[AGENT][POSITIVE] OK, thank you, Mr. [PII].
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And is a good callback number the [PII]?
[CUSTOMER][NEUTRAL] Yes, that's mine.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's my cell.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So you, you're needing to know if you should send in the papers to file the claim.
[CUSTOMER][NEUTRAL] Yeah, do I
[CUSTOMER][POSITIVE] Yes, it's, I, I work too and so it's that I have a little break. I'm a teacher and I have a little break, um, so I'm trying to get all that stuff together.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] But it's her replements um like $500 a month.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Let me look at the benefits of our new policy.
[CUSTOMER][NEUTRAL] Cause she, I wouldn't think it's a new policy. She's had it for a while.
[AGENT][NEUTRAL] Um, it's a new policy number. Um, some things changed on, on the, on the policy, so they just went ahead and issued new policy numbers.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] So let me
[CUSTOMER][NEUTRAL] I'm looking at the last explanation of benefits when they paid out. I think they just put it in her account.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Oh there we go.
[AGENT][NEUTRAL] Yeah, your new be her new benefit period began on [PII].
[AGENT][NEUTRAL] Um, so yes, sir, we would need you to file for her, her chemo and radiation.
[CUSTOMER][NEUTRAL] So just uh pack all that stuff in again.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] OK doke. I'll do it.
[AGENT][NEUTRAL] All right. Is there anything else I can help you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] No, I think that that's it. I just, I wasn't sure if since I mean it's.
[CUSTOMER][NEUTRAL] It's gonna continue until either the treatment changes.
[CUSTOMER][NEUTRAL] Or um she, she's, she passes.
[AGENT][NEUTRAL] Yeah, how's she doing?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] She's doing uh OK. Uh, she's we're actually um.
[CUSTOMER][POSITIVE] She just went through another round of all the tests so I'll be sending that stuff in because her numbers kinda um jumped a lot and so um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We're gonna, she may be changing treatment.
[AGENT][NEUTRAL] OK, OK, yes sir.
[CUSTOMER][NEUTRAL] So
[AGENT][POSITIVE] Yes, sir, just, just whenever you can, yeah.
[CUSTOMER][NEUTRAL] Um, I'll keep you guys.
[CUSTOMER][NEUTRAL] Informed
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][POSITIVE] All right well thank you so much.
[AGENT][POSITIVE] You're so welcome, Mr. [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No ma'am, I think that's it. I appreciate it I appreciate your time.
[AGENT][POSITIVE] Alright thank.
[AGENT][POSITIVE] Oh, you're so very welcome. Thank you for calling APL. You have a wonderful afternoon.
[CUSTOMER][POSITIVE] You too. [PII] to you.
[AGENT][POSITIVE] [PII] to you too.
[CUSTOMER][NEUTRAL] Mm bye bye.
[AGENT][NEUTRAL] But