AccountId: 011433970860
ContactId: c58f51fb-9605-4257-af6a-f5b854d810d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 227130 ms
Total Talk Time (AGENT): 17658 ms
Total Talk Time (CUSTOMER): 59108 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/c58f51fb-9605-4257-af6a-f5b854d810d9_20250403T18:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, [PII], this is [PII], and I was calling, uh, I had been denied uh some benefits a little while back, um, by a little while, I mean last year, um, and my wife says that that was not correct. And when I look at it a little closer, it says that the maximum for the reconstruction breast surgery benefit has been met. Well, I didn't have reconstruction breast surgery. I have skin cancer.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I'm not sure what happened there and it also said the calendar, the year maximum for the benefit has been exhausted on another um claim of explanation of benefits and my wife said there is no limit on our cancer coverage.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, most of our cancer policies do have at like at least a calendar year maximum, um, but we can still go ahead and get that pulled up just to take a look at it and make sure that all of that is correct.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][NEUTRAL] And do you have that information?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hello, are you still there?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello, hello.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello, hello.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] So,