AccountId: 011433970860
ContactId: e09479f2-d797-4990-b72e-c744e72d767a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 227839 ms
Total Talk Time (AGENT): 68172 ms
Total Talk Time (CUSTOMER): 60476 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/2025/05/27/e09479f2-d797-4990-b72e-c744e72d767a_20250527T16:31_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], this is [PII]. I have a a cancer claim, uh, with y'all, and I was checking on something.
[AGENT][NEUTRAL] OK, and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Mm, I don't have it right offhand.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] It's under it's under my Logan mom so.
[AGENT][NEUTRAL] Spell the last name for me.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is it [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] [PII] OK, thank you.
[AGENT][NEUTRAL] OK, and Mr. [PII], verify your date of birth and the mailing address, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I show a claim being received for you on the [PII] of this month and it's in line for processing.
[CUSTOMER][NEUTRAL] OK, that I was just wondering if they had got it it um.
[CUSTOMER][NEUTRAL] It should have been for uh my chemo uh in [PII].
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Because I had faxed it to him. I was just wondering if they hadn't received it.
[AGENT][NEUTRAL] Uh yes ma'am, I show we received it and it's in line for processing.
[CUSTOMER][POSITIVE] OK, that's what I needed to know. Thank you.
[AGENT][NEUTRAL] Uh, yes, ma'am. And is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Um, I'm going to physical therapy. There's um,
[CUSTOMER][NEUTRAL] Do y'all pay anything on that?
[AGENT][NEUTRAL] Uh, let me see if that's covered. Give me one moment.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Let's see, give me one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That.
[AGENT][NEUTRAL] Uh, yes, ma'am. I do so physical therapy is covered under the policy.
[CUSTOMER][NEUTRAL] And how much do they pay?
[AGENT][NEUTRAL] OK, uh, not a guarantee of payment, just a verification of coverage. It says we will pay the actual charges not to exceed $28 per therapy session.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right then, that's what I needed to know.
[AGENT][POSITIVE] All right. Well, uh thanks for, you're welcome, Ms. [PII], and thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.