AccountId: 011433970860
ContactId: b93abe7f-52da-4c77-b311-6932085225f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 303170 ms
Total Talk Time (AGENT): 76050 ms
Total Talk Time (CUSTOMER): 171160 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/b93abe7f-52da-4c77-b311-6932085225f5_20250409T14:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, uh, yeah, I was calling about, uh,
[CUSTOMER][NEUTRAL] Some claims and stuff, and I, I, I did um a couple of days ago. I'm not worried about those because uh uh but I got
[CUSTOMER][NEGATIVE] A lot of itemized bills from
[CUSTOMER][NEUTRAL] Last year and this year because uh.
[CUSTOMER][NEUTRAL] I've, I've been diagnosed with cancer again, but uh the the people at the hospital say that I'm maybe to find these other.
[CUSTOMER][NEUTRAL] Like where I had uh
[CUSTOMER][NEUTRAL] Chemo and uh
[CUSTOMER][NEUTRAL] Radiation and stuff like that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You know, our, our women.
[AGENT][NEUTRAL] You have your
[CUSTOMER][NEUTRAL] I wanna say that uh.
[CUSTOMER][NEUTRAL] I mean,
[AGENT][NEUTRAL] You have your policy number?
[CUSTOMER][NEUTRAL] Yeah, uh, 724-828.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And could I get your name and your date of birth?
[CUSTOMER][NEUTRAL] [PII], uh [PII].
[AGENT][NEUTRAL] OK. And then what is your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what is your email address?
[CUSTOMER][POSITIVE] Um, the, I think the right one would be.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] OK, thank you, Mr. [PII]. And lastly, can I get a good callback number just in case I lose you?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then you're wanting to file some claims. Do you have access? Have you created an online account with us?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I do.
[AGENT][POSITIVE] OK, great.
[CUSTOMER][NEUTRAL] I saw before, but I didn't, I didn't.
[CUSTOMER][NEUTRAL] There's some stuff that I didn't find that I, when I took.
[CUSTOMER][NEUTRAL] The claim form to my doctor and said, well, you, you, you should have filed all of this stuff, but then I did, I hadn't filed it, you know.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, because I, I guess I didn't understand the policy because I, I got that policy probably about 25 years ago and that, and I didn't.
[CUSTOMER][NEGATIVE] I guess I didn't read it well.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Because last year.
[CUSTOMER][NEGATIVE] Last year I got diagnosed with esophagus cancer. Now I got prostate cancer, but no, I didn't file everything.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because some of those things after.
[CUSTOMER][NEGATIVE] Uh, some of these I my bills came after my deductible, so I didn't get them.
[CUSTOMER][NEGATIVE] You know, they stopped billing me after I met my deductible.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Yeah, so there is no, there's no time limit to file any claims. So if, if there are some things that you'd like to file from last year, you can absolutely do that.
[CUSTOMER][NEUTRAL] Mhm, that's that one.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, that's what I was wondering. Yeah, that's what I was gonna before I did it. I just, I just, I just wanted to make sure.
[AGENT][POSITIVE] Yeah, you have, there's no time limit, so you can file it any time.
[CUSTOMER][NEUTRAL] OK, that's what I was, that's what I was trying to figure out.
[AGENT][NEUTRAL] OK. Is there anything else I can help with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah, uh, with this new, um,
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] With this new cancer, uh, is there an initial?
[CUSTOMER][NEUTRAL] Play like it was last time on the, on the new cause I sent the biopsy and stuff in.
[CUSTOMER][NEUTRAL] Where you know showing that I do have prostate cancer and stuff.
[AGENT][NEUTRAL] OK. Um, yeah, it looks like we've just received some uh documents and they're currently in processing.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Yeah, so they'll be reviewed and then if there's anything um
[AGENT][POSITIVE] You know, that we need additionally or anything like that, we'll, we'll be sending you correspondence.
[CUSTOMER][NEUTRAL] OK, so I can go ahead and.
[CUSTOMER][NEUTRAL] File these other ones then.
[AGENT][POSITIVE] Yes, absolutely. Yeah, you can get those uploaded and we can uh get those started processing as well.
[CUSTOMER][POSITIVE] OK, yes, yes, ma'am, thank you.
[AGENT][NEUTRAL] OK. Anything else I can help with?
[CUSTOMER][NEUTRAL] No, ma'am. That's, that's all.
[AGENT][POSITIVE] OK. Well, thank you for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, thank you.
[CUSTOMER][POSITIVE] Correct.