AccountId: 011433970860
ContactId: d12b5a82-2e82-4ac2-9aa6-e3ef818d7adb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 498720 ms
Total Talk Time (AGENT): 176750 ms
Total Talk Time (CUSTOMER): 280175 ms
Interruptions: 9
Overall Sentiment: AGENT=0.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/d12b5a82-2e82-4ac2-9aa6-e3ef818d7adb_20250429T16:23_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, good morning. My name is [PII], and I had submitted some information for a cancer policy, and I had spoken to two representatives. One representative said the last paperwork that I sent in had not been paid. That was for a bladder cancer policy.
[CUSTOMER][NEUTRAL] And when I submitted it, I got a notice in the mail saying that it had been submitted so can you send me a breakdown of whether or not it had been submitted or not?
[AGENT][NEUTRAL] I can check the history and see exactly what's been submitted and may I have a callback number just in case we get disconnected Miss [PII].
[CUSTOMER][NEUTRAL] I can send
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the first cancer policy that was submitted was for breast, and that was 26 years ago. And the last time I was diagnosed with uh breast uh bladder cancer was [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, uh, what is the policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Oh, I don't have it right here. Do you need my social uh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, bear with me just a second, let me.
[CUSTOMER][NEUTRAL] The date of birth?
[AGENT][NEUTRAL] Let me pull this other system for the social. Go ahead, the social.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And you said the date of service for the bladder was what date?
[AGENT][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] I don't, I'm not at, I'm not at the desk right now to provide the date of the letter, but it was recently.
[AGENT][NEUTRAL] It was recent, OK.
[CUSTOMER][NEGATIVE] But one representative said it had not been pro OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] I'm sorry, bear with me just a second, let me pull this other one.
[AGENT][NEUTRAL] And this is for yourself, correct?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, so I have completely backed out.
[AGENT][NEUTRAL] I'm just gonna go ahead and pull the most recent information, OK? One moment.
[CUSTOMER][NEUTRAL] Sure, sure.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] I have no problem changing the color of the kitchen. With that said, you have a huge.
[AGENT][NEUTRAL] Yeah, and can you verify the mailing address and the email address on file for security?
[CUSTOMER][NEUTRAL] [PII]. Email address [PII].
[AGENT][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] I agree with you.
[CUSTOMER][POSITIVE] OK I I like that.
[CUSTOMER][POSITIVE] I do love the. Are you sure? Yeah.
[AGENT][NEUTRAL] Mm
[CUSTOMER][POSITIVE] I love navy blue in home decor.
[AGENT][NEUTRAL] I got any email.
[CUSTOMER][NEUTRAL] OK. So the plan is to put in French doors to your new walk-in pantry, your new stove with the dramatic hood all along the wall with the full cabinets, and more cabinets for storage that.
[CUSTOMER][POSITIVE] And we'll do a fridge so it all blends seamlessly. Then along the island with your sink and microwave, we'll add additional breakfast for our.
[AGENT][NEUTRAL] OK, pathology group.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][POSITIVE] and that is amazing.
[AGENT][NEUTRAL] Another tumor biopsy. OK, I do see that you submitted a pathology group of Luciana report. A final report, um, indicated that it was, um, collected on [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. So I do see that document. Um, let me go ahead and check and see what's on the.
[CUSTOMER][NEUTRAL] Hi
[AGENT][NEUTRAL] Denial of that claim, bear with me.
[CUSTOMER][NEUTRAL] Let me check.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] I just told her.
[CUSTOMER][NEUTRAL] I didn't know she came out.
[CUSTOMER][NEUTRAL] It seems like whenever she needs something.
[CUSTOMER][POSITIVE] No, I'm gonna be the cool mom. I wanna be mommy.
[CUSTOMER][NEUTRAL] When one of us gotta be bad.
[CUSTOMER][NEUTRAL] He set me up. He just told her they have that right.
[CUSTOMER][NEUTRAL] you know we talked about this. It's said that you were gonna say that you ask mommy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] She caught me off guard.
[CUSTOMER][NEUTRAL] I got.
[AGENT][NEUTRAL] OK, so based on this, um,
[AGENT][NEUTRAL] And I'm just going by what I see on the claim, OK? Um, it looks like it was already paid for that um biopsy in the past.
[CUSTOMER][NEUTRAL] The 25
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] So everything was paid for my bladder uh experience with cancer?
[AGENT][NEUTRAL] Yeah, it looks like it is. Let me just go ahead. I'm just gonna go ahead and go to history, OK? So bear with me just a second.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, because one representative said that I had never been paid for it. That's why we submitted that uh paperwork for the bladder cancer. I don't know if notation was done when I'd spoken to him.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] offer.
[CUSTOMER][NEUTRAL] I'll tell you something, OK, you have it after dinner.
[CUSTOMER][POSITIVE] OK, I'll be on that for you.
[CUSTOMER][NEUTRAL] Only 8 weeks to get the home done. The crew has finished the demo and add the new support be to open up the kitchen. Remove the back wall to create a pan on the door to the patio, bring out the new kitchen area, and I started building up a new club.
[AGENT][NEUTRAL] Alright, let's see.
[CUSTOMER][NEUTRAL] So right here we have this hole in the wall.
[AGENT][NEUTRAL] Mhm. Let me look at this one.
[CUSTOMER][POSITIVE] And right here, yeah, yeah, I'll get the call I appreciate it.
[AGENT][NEUTRAL] 969456.
[AGENT][NEUTRAL] [PII], yes, um, we did pay that one. let me tell you what day we send that payment.
[AGENT][POSITIVE] Thanks
[AGENT][NEUTRAL] Right, yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] What about it?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh I thought back to me.
[AGENT][NEUTRAL] It was processed on [PII].
[CUSTOMER][NEUTRAL] OK, so my question is.
[AGENT][NEUTRAL] Mhm. And it is for that day of service.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, so everything that was submitted recently has been paid in the year of [PII].
[AGENT][POSITIVE] Correct, mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, can you just send me a breakdown of what was paid during that time so I can have it as well.
[AGENT][NEUTRAL] I can send you this explanation of benefits, which is gonna indicate what we pay for [PII], OK? Um, do you need this to be um emailed or faxed or how would you like this to be sent?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I would appreciate that.
[CUSTOMER][NEUTRAL] You can mail it. You could put it in the mail that would be fine.
[AGENT][NEUTRAL] Regular mail? OK, um.
[CUSTOMER][NEUTRAL] Regular mail, yes, please.
[AGENT][NEUTRAL] OK, let me.
[CUSTOMER][NEUTRAL] That much.
[AGENT][NEUTRAL] One moment
[CUSTOMER][NEUTRAL] Question.
[CUSTOMER][NEUTRAL] Based on um as far as the numbers, but what is your?
[AGENT][NEUTRAL] So that is 969556.
[CUSTOMER][NEUTRAL] I'd like to run a st down here and then you have a butcher block cast on it.
[AGENT][NEUTRAL] OK, I'll go ahead and send that out to you by mail. Is there anything else I may help you with today, Miss?
[CUSTOMER][POSITIVE] OK, I appreciate it.
[CUSTOMER][NEUTRAL] No thank you, thank you very much for your cooperation, OK?
[AGENT][POSITIVE] You're welcome and thank you for calling ATL. Have a good day.
[CUSTOMER][NEUTRAL] OK, you too.
[AGENT][POSITIVE] Thank you