AccountId: 011433970860
ContactId: b99313bb-6a28-46f2-8a30-b13ca18301fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 252279 ms
Total Talk Time (AGENT): 107965 ms
Total Talk Time (CUSTOMER): 77494 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/b99313bb-6a28-46f2-8a30-b13ca18301fb_20250205T21:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Yes, I'm checking on if my claim is going through if there's more documents that I need to send in.
[AGENT][NEUTRAL] Alright, I can assist you today with claim status. May I have your name please?
[CUSTOMER][NEUTRAL] OK, last name is [PII], first name [PII].
[AGENT][NEUTRAL] All right, [PII], can I have a callback number?
[CUSTOMER][NEUTRAL] Say it again. I was switching over. What, what did you ask for?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] A callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] May I have your policy number please?
[CUSTOMER][NEUTRAL] Policy number is 252-428-7.
[AGENT][NEUTRAL] Thank you one moment please while I pull up your policy.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] [PII], may I please have your date of birth, address and email address, please?
[CUSTOMER][NEUTRAL] Date of birth is [PII]. And what else did you need?
[AGENT][NEUTRAL] Um, your address and email address, please?
[CUSTOMER][NEUTRAL] Address is [PII]. Email is [PII].
[AGENT][NEUTRAL] So, thank you so much for verifying that information. You're calling in today for claim status on the claim that you submitted. Is this for skin cancer? Let me see.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me take a look.
[AGENT][NEUTRAL] Alright, I see you uploaded um some documents on the [PII]. That was reviewed. Um, we received one page and it looks like what we received was um surgery charges.
[AGENT][NEUTRAL] But that was all. Did you forget to submit all the other documents or?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] What, what all, I just need to know what that's all they gave me at the time so I, I was trying to get a list of what all else I need to submit.
[AGENT][NEUTRAL] Oh, OK. So first off, um, you will need a pathology report. We do have a cancer claim form that is, you can look online at [PII] and on that form on page one, it tells you what um you need to submit to um file a claim, a cancer claim, um.
[AGENT][NEUTRAL] But when you uh when you submit any documents for a cancer claim, we would need the pathology report.
[CUSTOMER][NEUTRAL] OK, so the pathology report is what I need to send in?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] Do I need to get a copy of that from them or do they need to send it directly to you?
[AGENT][NEUTRAL] I mean, if they can send it to you and you can upload it online or they can fax it um on behalf of you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But that is what um what we're needing because um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK. Well, very good. I will call them and try to get that pathology report.
[AGENT][NEUTRAL] All right, [PII], is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] That's it today, I believe.
[AGENT][POSITIVE] All right, thank you so much for calling ATO. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Alright, thank you.
[CUSTOMER][POSITIVE] All right. Very good. Bye.