AccountId: 011433970860
ContactId: ca9b5338-7451-4acf-abeb-e46ce017a661
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164000 ms
Total Talk Time (AGENT): 95056 ms
Total Talk Time (CUSTOMER): 59370 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/ca9b5338-7451-4acf-abeb-e46ce017a661_20250127T14:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Good morning. I have a question. Is uh skin cancer covered?
[AGENT][NEUTRAL] OK, before you start, before you start, I need your name.
[CUSTOMER][NEUTRAL] With this policy,
[CUSTOMER][NEUTRAL] OK, [PII]
[AGENT][NEUTRAL] All right, Ms. [PII], what's your phone number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, thank you, Miss [PII]. Miss [PII], you got your policy number?
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] It's 097675.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] I mean, she verify your date of birth for me and your mailing address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, what about your email address on file?
[CUSTOMER][NEUTRAL] Oh, let me see [PII].
[AGENT][NEUTRAL] OK, thank you for that information, Miss. [PII]. And you're calling to see, is skin cancer covered on your policy?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes, ma'am. You can submit a claim for review if you've been diagnosed with a skin cancer. The first thing you'll need to send is the pathology report along with your itemized bills but to see what can be paid. But we do have to have that PAT report showing when you were diagnosed with that skin cancer.
[CUSTOMER][NEUTRAL] OK, pathology report and itemized bill from the doctor.
[AGENT][NEUTRAL] Surgery uh and it, uh-huh, and then out of my surgery because, you know, office visit is not covered. So he had to do like a biopsy, a surgery for benefits to be paid for surgery. So, uh, yeah, you just send in that pathology report along with your uh itemized bill for that surgery that they did for the biopsy. Mhm.
[CUSTOMER][NEUTRAL] OK, sounds great, and can you go back 3 years on that?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Oh, yes, ma'am. You can go back and file a claim. You can go back and file a claim, yes, ma'am. You had skin cancer as long as you submit the right information for us to review, you can submit anything on your policy that you want us to review.
[CUSTOMER][NEUTRAL] How many years?
[CUSTOMER][POSITIVE] That sounds great. I appreciate the information.
[AGENT][POSITIVE] You're welcome. Anything else I can help you with today, [PII]?
[CUSTOMER][POSITIVE] That's it. I appreciate it.
[AGENT][POSITIVE] Well, you have a wonderful day and thank you for calling Americanub Li. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. You too.
[CUSTOMER][NEUTRAL] Uh-huh. Bye-bye.