AccountId: 011433970860
ContactId: caaae8ed-f05c-4812-adfc-7f75a21061e9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234779 ms
Total Talk Time (AGENT): 78650 ms
Total Talk Time (CUSTOMER): 121658 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/caaae8ed-f05c-4812-adfc-7f75a21061e9_20250616T19:37_UTC.wav
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[AGENT][NEUTRAL] APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I have a question.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, do I need to give you my APL policy number?
[AGENT][POSITIVE] Yeah, that would be helpful for sure.
[CUSTOMER][NEUTRAL] OK, it's 00928827.
[AGENT][NEUTRAL] OK, and then if I could just verify please date of birth and address.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] All right. Thank you so much. So I've got that pulled up here. What kind of questions or concerns did you have today?
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] OK. First of all, let me tell you, I'm waiting for a Zoom video visit with a doctor, so I might have to hand you over to my husband.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But my question is, uh, we are looking into a clinical trial for the uh treatment of my cancer. Do you all pay anything on a clinical trial?
[AGENT][NEUTRAL] Uh, let me see here.
[CUSTOMER][NEUTRAL] Like EKGs.
[CUSTOMER][POSITIVE] I actually plan the trip.
[CUSTOMER][NEUTRAL] I don't take the cash too.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so there is a section in here that says, we will provide coverage for experimental treatment prescribed by a physician for the treatment of cancer, the same as we provide coverage for any non-experimental treatment covered under this policy. This benefit is payable for the treatments received in or out of the hospital. This benefit does not provide coverage for treatments that are received out of the [PII] or its territories.
[CUSTOMER][NEUTRAL] OK. And there's not any coverage at all on um like PET scans or anything like that, correct?
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] You do have a diagnostic and prevention benefit, and PET scans are listed underneath there.
[CUSTOMER][NEUTRAL] Oh, OK, right, because I've had a PET scan and 2 weeks ago today I had a biopsy.
[CUSTOMER][NEUTRAL] So I can get that, that information to you.
[AGENT][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEUTRAL] Um, uh, whenever I, I'm giving them enough time to get that process, but I will get that to you, but I thought, well, I would see about this other, um, and see if that would, um.
[CUSTOMER][NEUTRAL] Be of help to us or not. So, OK, I think that's all the questions that I have so far. I just, I've done a clinical trial along like 7 years ago, but I just couldn't remember if that, uh, even if they were to prescribe me a clinical trial of an oral form, it would still count.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I mean, uh, yeah, I read um verbatim from the policy, kind of what it states there and it doesn't state any sort of limitations or exclusions from what I read, so I don't think that it would matter if it was like an oral medication.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK, perfect. Well, I just had that question and I thought, well, I'm gonna call because I've got to make my decision here pretty soon this afternoon of what I'm gonna do and I thought well I better get an answer about that as well so I kinda know for sure the whole story. OK, well thank you I appreciate your help very much.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] My pleasure. I hope you have a good rest of your day.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mhm bye bye.