AccountId: 011433970860
ContactId: c30c9fbb-2a0c-409d-85c4-057ddfd51f50
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 329899 ms
Total Talk Time (AGENT): 73010 ms
Total Talk Time (CUSTOMER): 225874 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/c30c9fbb-2a0c-409d-85c4-057ddfd51f50_20250430T19:29_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. How are you this morning? Afternoon.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Uh, I'm good. Uh, I have, um, um.
[CUSTOMER][NEUTRAL] Cancer policy and a uh
[CUSTOMER][NEUTRAL] You know, uh, intensive care policy with y'all, and, uh, I sent in two wellness visits. Let me see, let me go back. I'm trying to find your, uh.
[CUSTOMER][NEUTRAL] Find my policy number. Hold on to my phone.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh, OK, my policy number.
[CUSTOMER][NEUTRAL] I guess cancer. Oh, I don't know if I put that underneath cancer or not. Uh, the 6,674,670.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] It's uh, it would be for for for I sent in a Charles Fry for, um, I sent one in for Roxanne Fry for wellness. I sent one in for Charles Fry for wellness. And um I also sent one in for a cancer policy for him.
[AGENT][NEUTRAL] OK, can I verify a few pieces of information? What is your birthday, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then lastly, can I get a good callback number in case we are disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] OK, thank you so much. OK, and we're checking on some wellness claims for you and [PII], is that right?
[CUSTOMER][NEUTRAL] OK, I know I got, I know I got $75 in my account for me. Uh, I got a piece of paper from y'all. I haven't checked to see if I got $75 for my husband for a physical.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It says they paid it. I've got a wellness expense benefit and it says $75.
[AGENT][POSITIVE] Yeah, I see the one for you.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] All right. And then they have a wellness expense benefit for him for $75. I assume they, they, uh, deposited that. Now, what about the cancer policy? It says on here surgical benefit on the paper I got it says $0.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] He had a surgical, uh most procedure for uh surgery for
[CUSTOMER][NEUTRAL] Uh, skin cancer.
[CUSTOMER][NEUTRAL] the document so you like it.
[AGENT][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] That.
[CUSTOMER][NEUTRAL] It was Doctor [PII].
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Looks like we were needing the pathology report with that initial diagnosis of cancer.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Oh, they didn't say anything, uh says I don't think.
[AGENT][NEUTRAL] Uh, well, we just processed.
[CUSTOMER][NEUTRAL] OK, I need a pathology report.
[AGENT][NEUTRAL] Yeah, we just processed this. I'm not sure if you've received it yet because that went out on [PII], so it's got the explanation in there that we're.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so now.
[CUSTOMER][NEUTRAL] OK, OK. I, uh, we've, we've been contacting the surgical center, uh, and they said it would take 30 days, we contact them, they said it would take 30 days before we'd hear from them. We, uh, we called and they said they had sent it.
[CUSTOMER][NEGATIVE] So we called, I mean, uh, they said this one, the next one will take 30 days. And so we called it for, I think 42 days and cause we hadn't received it and they said that they sent it. So we can't get anything from the surgical center. It damn near impossible. We're just frustrated because they say they sent it, but we haven't got it. Huh?
[AGENT][NEUTRAL] Are you there? You're breaking up some.
[AGENT][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] What?
[AGENT][NEGATIVE] You're breaking up some.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, well, we can't get the surgical center to send us the bill the, the bills because we, uh, we have Medicare and A and they won't send it to, they, they just haven't send it to us. So, um.
[CUSTOMER][NEUTRAL] Anyway, I don't know, we haven't got any bills for that. That was in uh December. So um anyway, but now all I need to get to get, get for you is just the um that one paper that says the pathology report.
[AGENT][NEUTRAL] Yes, the initial pathology report. Yup, when he was very first diagnosed.
[CUSTOMER][NEUTRAL] OK, well, that would be the day that they did the, oh, OK.
[AGENT][NEUTRAL] Maybe the
[CUSTOMER][NEUTRAL] That won't be the pathology report from the surgery. It will be the pathology from the surgery or the pathology report before the surgery.
[AGENT][NEUTRAL] Whoever diagnosed with cancer, I'm not sure if you found that through the PCP or or through your uh oncologist um whoever can show how they determined that it was cancer, so I assume you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] That was canceled.
[CUSTOMER][POSITIVE] OK, it was they did a biopsy first, so, OK, well, I'll get that and then I'll send that in. Thank you so much.
[AGENT][NEUTRAL] Are you there?
[CUSTOMER][POSITIVE] Yes, uh huh, I will get that report now and I'll, uh, I'll send it in.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, perfect. Once we get that we can look at reconsidering the claim, uh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you, bye bye.
[AGENT][POSITIVE] OK, thank you.