AccountId: 011433970860
ContactId: be075bfc-c1ae-4b5f-8041-3ff572715f1d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 390970 ms
Total Talk Time (AGENT): 123024 ms
Total Talk Time (CUSTOMER): 269969 ms
Interruptions: 6
Overall Sentiment: AGENT=1.9, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/be075bfc-c1ae-4b5f-8041-3ff572715f1d_20250522T19:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. My name is [PII] and my account number is [PII].
[AGENT][NEUTRAL] OK, I'm sorry, it is uh a bit difficult to hear you. Um, could you repeat that please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, and I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you [PII]. um, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK thank you um I'm just gonna verify some information really quick uh can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Perfect, uh, last thing I need is the email address we've got on file for you. uh, looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][POSITIVE] Awesome thank you so much for verifying all of that. What can we help you with today?
[CUSTOMER][NEUTRAL] OK. I sent over, uh, a while back, I made a claim for my husband. It was on December. His name was [PII] the [PII]. Uh, it was on for [PII]. It was uh for a cancerous lesion he had removed. And, um,
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I called cause I hadn't heard anything on it, and y'all never did send me anything. It says that y'all need any any additional information, but I called, and the lady said that uh I needed the uh biopsy report. So I just took a picture of it with my phone and I sent it.
[CUSTOMER][NEUTRAL] Uh, and I was wondering if you, if you did it received, but I wanna make sure that's all that you need for that claim. Because I, we've tried and tried to get the hospital bill on that. And um we, we keep getting the runaround. We called and he, my husband called in January.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] They said give it 30 days, we gave it 40 days. We called back and then they said, give it another 30 days. That was [PII]. And so we still didn't hear from it. So we called yesterday and said that we could, they said that we could maybe go to the hospital where he had it done.
[CUSTOMER][NEUTRAL] And that we could, you know, talk to them there. Well, we did that today. We drove 4 hours and 15 minutes and to, to that because that's
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Oh my goodness.
[CUSTOMER][NEGATIVE] Yeah, that, to that clinic because that's where we used to live. And we went there and the lady said, no, no, we, I talked to two different people. And they said, we don't have anything to do with billing. It, we can't even get access to what your billing is. We can get your medical records, but we can't get your any billing that comes out of [PII]. So we can't see them I managed to get, get that bill, and he went to the uh
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] To the clinic where the, you know, the, uh, he got the he got, he got the biopsy report. So I just screenshot with my phone and send it over. But we can't manage to get the hospital bill, so I don't know what we did. I mean, we drove 4 hours 15 minutes, you could get it. And the lady said she didn't, you know.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Man, I'm so sorry you had to do all that.
[AGENT][NEUTRAL] So she didn't have any direction as to where you could get that bill usually they do have some sort of billing department or a number that you could call even to have that information sent to you.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Yeah, see, that's what I told you. We did that in January. And in January, they told us that we could get it, wait 30 days and it'll come by mail to 30 days. Well, we waited 40 days.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, OK, I understand, yeah.
[CUSTOMER][NEGATIVE] And then [PII], he didn't get a lady's name. In [PII], he talked to [PII], and she said, give it 30 days. Well, we still haven't got it. And so yesterday, he called and talked to [PII] or something, [PII] or something. And she, that's what they told us we could go and we could um
[AGENT][POSITIVE] Oh my goodness.
[CUSTOMER][NEGATIVE] You know, go to the most center where the outpatient center and possibly get it from there. But they like to mail, but they like to mail it. Well, we've been wanting it mailed to us 2 times, you know, we can't get it. Yeah.
[AGENT][NEUTRAL] I see, I see.
[AGENT][POSITIVE] Yeah, oh my gosh.
[AGENT][NEUTRAL] Sure, OK, um, man, I'm so sorry you're having to run around in circles like that. OK, so the information that you did get, um, you said that was the, was that the pathology report you said?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I, I, I just uh sent the biopsy report. I screenshot with my phone. And uh did y'all get that? It should have just come over. It said it was received. I wanna make sure.
[AGENT][NEUTRAL] I see, OK.
[AGENT][POSITIVE] Awesome, OK.
[AGENT][NEUTRAL] So yes, I am.
[AGENT][POSITIVE] Absolutely I am showing that it has been received and it is currently processing um it can take it can take about 7 to 10 business days for claim information to process. It may not take quite that long um that's just always gonna be the safest, yes, um, of course you can view the status on the website or of course you're more than welcome to give us a call and check on that as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] OK, well, y'all don't need anything else. The biopsy will, it'll handle that part. I'm not gonna, I, I, we're just gonna give up on because we're not gonna get it. I don't know.
[AGENT][POSITIVE] That is absolutely first and foremost, yes.
[AGENT][NEUTRAL] That that that pathology report is absolutely the most important thing. Yes, well, I'm sure sorry I hope it gets easier for y'all. Um, did you have any other questions for me?
[CUSTOMER][NEUTRAL] Yeah, OK. OK, just wanna make sure.
[CUSTOMER][NEUTRAL] No, that's it. Just wanna make sure that that's all, that's the only thing else that y'all needed since we can't get the other one, Oh, and what was your name?
[AGENT][POSITIVE] Yeah, we definitely got it and we'll get it processed. My name is [PII]. It's [PII]
[CUSTOMER][POSITIVE] OK. Thank you so much. I appreciate it.
[AGENT][POSITIVE] Absolutely thank you. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Uh-huh. Have a good holiday weekend. Bye-bye.
[AGENT][POSITIVE] Thank you. You too. Thanks. Bye bye.
[CUSTOMER][NEUTRAL] Right