AccountId: 011433970860
ContactId: d618ae3f-f9f9-48bc-8124-276e1f18dafa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 483429 ms
Total Talk Time (AGENT): 206606 ms
Total Talk Time (CUSTOMER): 198442 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/d618ae3f-f9f9-48bc-8124-276e1f18dafa_20250411T15:48_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, [PII], I am calling on behalf of my husband. He was, um, recently.
[CUSTOMER][NEUTRAL] Diagnosed with kidney cancer?
[AGENT][POSITIVE] I am so sorry. OK, yes, ma'am.
[CUSTOMER][NEUTRAL] So we do not have a pathology report. They did he actually went in for a hernia and.
[CUSTOMER][NEUTRAL] They did a CT scan and found the mass and then they went back and did a CT scan with contrast so that's how we know that the mass is malignant.
[CUSTOMER][NEGATIVE] He has not had a biopsy done, so I just don't know what to do next. Second thing is we're trying to create an account on the portal, but it gives me an error, so it said that's why I called this number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Yes, ma'am. Now, I can help get you in there. Um, do you happen to have that policy number?
[CUSTOMER][NEUTRAL] Um, no, I'm sure I can get it though. Give me one second.
[AGENT][NEUTRAL] Um, I can also look it up by name.
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Under [PII].
[AGENT][NEUTRAL] And what is your name, ma'am?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And do you mind if I get a callback number from you?
[CUSTOMER][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] that's my cell. I'll be leaving in just a little bit, but let me give you my direct line where I'm at right now.
[CUSTOMER][NEUTRAL] Which is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you. I appreciate that.
[AGENT][NEUTRAL] OK, I'm getting that pulled up.
[AGENT][NEUTRAL] Um, and y'all are in [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Um, ma'am, will you verify your birthday and address for me, please?
[CUSTOMER][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] My address is [PII].
[AGENT][NEUTRAL] OK, thank you, and will you also verify your email address?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I think we have your work email.
[CUSTOMER][NEUTRAL] OK, [PII] [PII] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK thank you um now I can update that to your personal email if you would prefer, um, but when you're online trying to create that account if the email does not match that is one reason why it will not let you in, but I can't update it to your personal one if you prefer that.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that's fine. You can leave it at that.
[AGENT][NEUTRAL] OK, yes ma'am.
[AGENT][NEUTRAL] And also now you are the primary insured here.
[AGENT][NEUTRAL] And it does show
[CUSTOMER][NEUTRAL] I, you know what, I can.
[CUSTOMER][NEUTRAL] If he has his own or if I I'm trying to remember I think this year we did it separately.
[AGENT][NEUTRAL] OK, let me check that.
[AGENT][NEUTRAL] OK. I'm, I'm glad to hear that because this is single parent coverage. Um, let me go back and look for him.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I just verified your account. So, um, see what he says, and I do see his separate account.
[AGENT][NEUTRAL] Um, can you verify his birthday for me?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK, thank you. Um, and does he happen to be there with you?
[CUSTOMER][NEUTRAL] He doesn't, but I can get him on the phone.
[AGENT][NEUTRAL] OK, I just need um him to verify that it's OK to speak with you about his policy. Um, I appreciate that. Thank you.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] No worries, don't worry. Give me one second. I'm gonna put grab him and see if I can get him on me so.
[CUSTOMER][NEUTRAL] Hey honey.
[CUSTOMER][NEUTRAL] Hey, I'm on the line with [PII] for the cancer plan. They just need to talk to you about to verify that I can speak to them. OK. OK, ma'am, he's right here. Hello.
[AGENT][NEUTRAL] OK, thank you. Hi, Mr. [PII], um, if you could just verify.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] I'm so sorry. If you could verify your birthday and address for me, I would appreciate that.
[CUSTOMER][NEUTRAL] My birthday is [PII].
[CUSTOMER][NEUTRAL] Yeah, my birthday is [PII].
[CUSTOMER][NEUTRAL] And my home address is [PII].
[CUSTOMER][POSITIVE] Thank you
[AGENT][NEUTRAL] OK, thank you, Mr. [PII], and it is OK for me to speak with your wife about your account?
[CUSTOMER][POSITIVE] Yes, ma'am, yes, please. Thank you so much, OK?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, sir. Thank you. I appreciate that. Thank you.
[CUSTOMER][POSITIVE] Thank you, bye-bye.
[CUSTOMER][NEUTRAL] OK, I'll talk to you later. OK bye.
[AGENT][NEUTRAL] And it's [PII]
[AGENT][POSITIVE] Sorry. I appreciate that. Thank you. Um.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] No, no problem.
[AGENT][NEUTRAL] And do you have his work email because that is the email that we're showing on his account.
[CUSTOMER][NEUTRAL] Got you. It would be [PII] and you know what? I bet you that's what I did wrong.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, if you're using a personal email, it will not, if it doesn't match, that's probably what's kicking not letting you um create that.
[CUSTOMER][NEUTRAL] Create the new
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][POSITIVE] You are absolutely right. I just got in.
[AGENT][POSITIVE] Oh, good, good. I'm glad of that.
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] Got it. OK, so from here I just continue to create that account?
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Yes ma'am, you would need to um create a user ID and a password and then you will be able to see his policy, um, any claim status and upload claims from there also.
[CUSTOMER][NEUTRAL] Mhm, mhm.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][POSITIVE] OK, well I appreciate you that solved all those issues. Um, is there anything else that you recommend that I do?
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Um, no, ma'am, that will be helpful to you, that account. Um, now, if you need to speak with anyone about his benefits or any kind of help with uploading the claim, I can let you speak with someone, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, but when you get in there and you see, um, like there's a, a button to start a claim, yes, ma'am, it, it is.
[CUSTOMER][POSITIVE] Yeah, pretty easy to navigate.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][POSITIVE] OK, well I really appreciate you and thank you so much.
[AGENT][POSITIVE] Yes, ma'am. You are welcome. Can I do anything else for you?
[CUSTOMER][NEUTRAL] No, that is all.
[AGENT][POSITIVE] OK. OK. Well, I sure hope everything goes well with your husband.
[CUSTOMER][POSITIVE] I appreciate that thank you so much.
[AGENT][POSITIVE] Yeah, thank you. You have a good day, Ms. [PII]. Thank you for calling ATL. You too. Thank you. Bye.
[CUSTOMER][POSITIVE] Alright, you too, take care.
[CUSTOMER][NEUTRAL] Uh huh bye bye.