AccountId: 011433970860
ContactId: d12af174-0e0d-4b94-a25d-e25d641fcddc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154179 ms
Total Talk Time (AGENT): 56816 ms
Total Talk Time (CUSTOMER): 88668 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/d12af174-0e0d-4b94-a25d-e25d641fcddc_20250422T17:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I need to ask a question. I'm trying to send um a cancer claim to you guys.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEGATIVE] I just went to FedEx and they won't take anything from um.
[CUSTOMER][NEUTRAL] A with a PO box, so do you have a physical address?
[AGENT][NEUTRAL] Oh, that is our address. It's just a PO box.
[CUSTOMER][NEUTRAL] When
[CUSTOMER][NEUTRAL] So I should just mail it from the post office then.
[AGENT][NEUTRAL] Yes, ma'am. Um.
[CUSTOMER][NEGATIVE] Because it's like 50 pages. You don't have your seatbelt on.
[CUSTOMER][NEUTRAL] It's like 50 pages.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Because in order to get all the CPT codes that this is it CPT code, in order to get all that coding and everything for all the stuff that was done, I had to just make copies of what they sent me from the doctor's office. I have the doctor's office make me copies of everything from all of my husband's radiation treatments and then all the urologist stuff, so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Oh, I see. Um, yeah, I would drop it off at the postal office unless you wanted to fax it over, um, but that's a lot of documents to still scan in.
[CUSTOMER][NEUTRAL] There's actually
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] I'm afraid they'll get um mixed up with, you know, whatever.
[AGENT][NEUTRAL] Right, yeah.
[CUSTOMER][NEUTRAL] I guess doing the post office is that normally what what you have to do with my application?
[CUSTOMER][NEUTRAL] That I just my claim that I'm putting in I should say.
[AGENT][NEUTRAL] Honest honestly.
[AGENT][NEUTRAL] Uh, yeah, usually people just physically send in their claims, um.
[AGENT][NEUTRAL] But I've never heard of FedEx not taking a PO box.
[CUSTOMER][NEUTRAL] Well, because
[CUSTOMER][NEUTRAL] You've never heard of FedEx not taking a PO box?
[AGENT][NEUTRAL] I've never heard of them not being able to.
[CUSTOMER][NEGATIVE] I won't do it.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Send a letter that has a PO box number on it.
[CUSTOMER][NEUTRAL] Well, it said it's a, a, a doc it's that it's uh package, yeah, they said they don't deliver to PO boxes.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Yeah, I would just go to the postal office they'll do it for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] Yeah, is there anything else I can help you with? Yeah, you're welcome.
[CUSTOMER][POSITIVE] Well thank you.
[CUSTOMER][NEUTRAL] Uh, no, I think that's it. Thank you. Bye-bye.
[AGENT][POSITIVE] All right. Yeah. Have a, yeah, thanks for calling APO. Have a good day.