AccountId: 011433970860
ContactId: bed2b67e-6e6d-462c-9572-72adf66d52a3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232160 ms
Total Talk Time (AGENT): 60795 ms
Total Talk Time (CUSTOMER): 108813 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/bed2b67e-6e6d-462c-9572-72adf66d52a3_20250211T19:26_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you today?
[AGENT][POSITIVE] I'm doing well. How are you?
[CUSTOMER][POSITIVE] I'm doing OK and I have a claim that's in there with you guys.
[CUSTOMER][NEUTRAL] I had received a memo back saying that anything had been uh denied and I talked to uh [PII], I believe it was, and she said the reason it was declined is I had a cancer situation, but they provided a pulmonary embolism that they had, hospital did.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And so I know, I understand why they denied the claim because it was for the pulmonary embolism and not the cancer I had. So I have the the, I think the pertinent papers that y'all need, pathology reports and so forth, surgical reports. Could you give me a fax number for me to fax these into you? Is that the best way to get them into you?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, um, it's really your preference. You can fax it, you can mail it, or you can um upload it online, whichever you prefer.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] You're in [PII], right?
[AGENT][NEUTRAL] Yes, sir, we're in [PII].
[CUSTOMER][NEUTRAL] Hi, uh,
[CUSTOMER][NEUTRAL] I can, I guess I can mail it to you probably.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Easiest thing for me to do.
[AGENT][NEUTRAL] Alright, and may I have your name and a good contact number just in case we're disconnected?
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] Absolutely. [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have a good contact number and then your policy number?
[CUSTOMER][NEUTRAL] 2146839004
[CUSTOMER][NEUTRAL] Uh number is let me see if I can find it.
[CUSTOMER][NEUTRAL] 0069
[CUSTOMER][NEUTRAL] 866 4
[AGENT][NEUTRAL] That was 00698664?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] All right, now I have you here. I just need you to verify your date of birth and the mailing address on file.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and um you said you need the mailing address, right?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, let me know when you're ready.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] So it's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] City.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] [PII] and the zip code is [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Very good then I'll get that off in the mail today.
[AGENT][NEUTRAL] Alrighty, and Mr. [PII], was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] Not today. Thank you very much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] Same to you. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.