AccountId: 011433970860
ContactId: c3c4dc05-866c-4a19-8c6b-b0b5811f400d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 422059 ms
Total Talk Time (AGENT): 135235 ms
Total Talk Time (CUSTOMER): 160784 ms
Interruptions: 2
Overall Sentiment: AGENT=0.1, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/c3c4dc05-866c-4a19-8c6b-b0b5811f400d_20250124T18:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] How you doing, [PII]? My name is uh [PII]. My name is [PII] and um I have a question about um
[AGENT][POSITIVE] I'm good.
[CUSTOMER][NEUTRAL] But coverage.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But um
[CUSTOMER][NEUTRAL] Uh, I don't know, I don't know the policy number right off.
[AGENT][NEUTRAL] OK, spell your first name.
[CUSTOMER][NEUTRAL] And I need my
[AGENT][NEUTRAL] Yeah, your first and last name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] What's a good phone number for you in case we're disconnected, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Be quiet.
[AGENT][NEUTRAL] And what's your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And um who is your employer?
[CUSTOMER][NEUTRAL] Then ID.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] What's your social security number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, 1 2nd.
[AGENT][NEUTRAL] What kind of dog do you have?
[CUSTOMER][NEUTRAL] I have uh the, the Labradoodle and golden doodle.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Two noise makers.
[AGENT][NEUTRAL] And what type of policy do you have?
[CUSTOMER][NEGATIVE] Uh, cancer.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hey, put the noise up.
[CUSTOMER][NEUTRAL] Hey how you doing?
[AGENT][NEUTRAL] And Mr. [PII], can you verify your date of birth and your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], my mailing address.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mailing address is mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and just one last piece of verification is your email address.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] The way they didn't I.
[AGENT][NEUTRAL] You want to take a minute?
[AGENT][NEUTRAL] OK. You wanna take a minute, get some water? I got, I got your email. I heard you.
[CUSTOMER][NEUTRAL] Ma'am?
[CUSTOMER][NEUTRAL] Do not.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] I'm I'm OK.
[AGENT][NEUTRAL] OK. And how can I help you?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I have a question about it. Do y'all covered for?
[CUSTOMER][NEUTRAL] Thoracentesis, it's a process where they remove uh fluid from your lung.
[AGENT][NEUTRAL] OK. Is it a result of the cancer?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And what's the type, what type of procedure is it?
[CUSTOMER][NEUTRAL] It's what where they remove uh fluid from your lung.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] You long set
[AGENT][NEUTRAL] Yeah, I unders OK let's see.
[AGENT][NEUTRAL] And what type of cancer is it?
[CUSTOMER][NEUTRAL] Longcast
[AGENT][NEUTRAL] Oh, hello. OK.
[AGENT][NEUTRAL] OK, I'm gonna place you on a brief hold uh to verify I'll be right back with you, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Per
[CUSTOMER][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[AGENT][NEUTRAL] Hi, [PII].
[CUSTOMER][NEUTRAL] Hey, [PII], how you doing?
[AGENT][NEUTRAL] Good. So I have a cancer question, um.
[AGENT][NEUTRAL] Uh, policy number is 253.
[AGENT][NEUTRAL] 1260.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the name, uh, that's OK, OK, I got it. Uh-huh.
[AGENT][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] So, he said he's been diagnosed with cancer, uh lung cancer, and uh they're removing uh some fluid from his lungs. That would be covered, wouldn't it? It's, it's a result of his cancer.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, you, well, it's all depend on what type, you know, is this surgery or what is it gonna be covered on this policy I'm bringing up to, oh, you know, depending on what you know, they just pulling some off of him, is it not like in the in the yeah, the, the policies, I mean the policy is not out there because.
[AGENT][NEGATIVE] They're draining, draining fluid.
[CUSTOMER][NEUTRAL] It just came in effect 91224, but it's the same as the GC 14. They just switched them over and changed the name, but, uh, uh, all I can tell you, tell him anything that he want us to send in for review. Let us review. We can't say what would be paid over the phone. He would just have to.
[AGENT][NEUTRAL] Well, I wasn't gonna tell him if it was paid. He just wanna know if it can be considered.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] I, I, I wouldn't be able to tell you that because the policy I, I, and I don't know is it considered surgery without the information. If something just pulling something out of you, that's just like it's not surgery. So I can't say. I would just say send it in for review. Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, OK. It is surgery cause it's a surgical, it's they're removing fluid, so that's a surgical procedure, but I'll let him know. I'll let him know. All right. Thank you. All right.
[CUSTOMER][NEUTRAL] OK, OK. OK. All right, thank you, son. All right, bye-bye.
[AGENT][NEUTRAL] Mr. [PII], thank you so much for holding. Um, what I would suggest, of course, we can't be guarantee uh benefits until we get the actual documentation. Um, if, if you could have your doctors, it's a surgical procedure cause they're draining fluid from your lungs. I think that's what I understood you to say.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And just, you know, uh, it looks like you're submitting the claims yourself, so once that procedure is done, um, if you could request an itemized bill and then have, uh, get that submitted to us, we can take a look at it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I guess that'll be all thank you then.
[AGENT][POSITIVE] OK, Mr. [PII], thank you for calling APL if no other questions. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Um