AccountId: 011433970860
ContactId: d8679684-7e53-487d-97e2-58de68e1d6b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 354980 ms
Total Talk Time (AGENT): 104061 ms
Total Talk Time (CUSTOMER): 219234 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/d8679684-7e53-487d-97e2-58de68e1d6b2_20250609T13:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling in regards to account number [PII]. An email was received, um, last week to email, uh, get on your API APL to see what they were gonna pay and how much and uh we've tried all weekend to log on.
[CUSTOMER][NEGATIVE] But every time it asks to validate the email address, they sent a code, put the code in, it wouldn't work to the point of about 77 times. That's all I need to know is what they're gonna pay and if it's gonna be a check or direct deposit and they send an email.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, let me just verify the policy information please, for security reasons. I just need the name and date of birth on here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, the policy number is 532248. Date of birth [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then lastly just the address on file.
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And did you you said you got an email, not a phone call?
[CUSTOMER][NEUTRAL] No, it was an email.
[AGENT][NEUTRAL] An email, OK.
[CUSTOMER][NEUTRAL] It's at the [PII].
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK. I was just checking the notes here to see if I saw anything too.
[AGENT][NEUTRAL] OK, and did you, so for the last claim it does, I do see notes in here saying that they needed a path report. I can check did you already submit that to us?
[CUSTOMER][NEUTRAL] Uh, uh, say that again, the what report?
[AGENT][NEUTRAL] Uh, pathology report. I apologize.
[CUSTOMER][NEUTRAL] That's OK. I sent everything that the doctor's office gave us because, you know, I was real specific that it was a, you know, APL and they said they'll want both of these documents and um I have an email confirming that we uploaded both pages and they said that's what you'll need um so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But that sending an email to tell me to look it up didn't help when you couldn't get in. So a pathology report. Well, I sent both reports that the doctor's office gave me.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, so should I call them back and tell them that you are requesting a pathology report?
[AGENT][NEUTRAL] Yeah, so it looks like it's stating in order to process the or to continue processing this claim, we need a pathology report first diagnosing cancer. This information has not yet been received. Upon receipt of this, we will give further consideration.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And so what you can do with that is, um, while you're having trouble with the online, I can help you with the online, but you can also just fax that document to us or
[CUSTOMER][NEUTRAL] All right, so.
[CUSTOMER][NEUTRAL] 00, that would be good. What fax number do I use? That would be better. [PII], OK.
[AGENT][NEUTRAL] Yeah, OK, OK. OK.
[AGENT][NEUTRAL] You ready for the number, ma'am?
[CUSTOMER][POSITIVE] OK, what I am ready. Thank you.
[AGENT][NEUTRAL] OK. It's um 877.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK. 18773659423. So I'm probably gonna have to go back to the original doctor who, who diagnosed it as cancer and then they referred to the other doctor in [PII] who actually removed it and, you know, did the scanning, check it for cancer, you know, how they go deeper and deeper and deeper. So, um,
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I bet that's what I have to do. Uh, not just the person that removed it.
[AGENT][NEUTRAL] But like
[CUSTOMER][NEUTRAL] Making sure that they got it all but the original diagnosis from the doctor that said it was cancer. OK, I may be sending you. I bet that. OK. All right. Well, would you, and, um, just an FYI, I swear if one more person comes on there and ask if I'm over [PII] and wanna sell me something around my neck.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am. That's what they're looking, yeah, that's.
[CUSTOMER][NEGATIVE] If I fall, I may go through the phone and strangle him when I'm trying to just do an email. It, it was so annoying. It was so annoying. I just needed help because the code I put in for the email verification, it kept saying you don't have an account. Yes, we do.
[AGENT][NEUTRAL] Oh my.
[AGENT][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Kept saying, no, I did, I, I bet I can document 17 times in 2 days. I tried.
[CUSTOMER][POSITIVE] So you know sometimes computers that crazy, so I, I'm in that world sometimes. All right, you have been very helpful. I will go back and get that report and fax it to you.
[AGENT][POSITIVE] OK, sounds good, ma'am.
[CUSTOMER][POSITIVE] Thank thank you so much uh huh bye bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.