AccountId: 011433970860
ContactId: e095f97e-204e-4aea-802f-80d19af83ba9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 270769 ms
Total Talk Time (AGENT): 91501 ms
Total Talk Time (CUSTOMER): 114996 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/e095f97e-204e-4aea-802f-80d19af83ba9_20241230T16:42_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm, I'm fixing to have an outpatient surgery at [PII] this afternoon.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I've been using a dermatologist in [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But I am changing to Doctor [PII] in [PII] and I was just gonna let y'all know.
[CUSTOMER][NEUTRAL] But I'm changing my doctor today.
[AGENT][NEUTRAL] OK, let me get your policy pulled up and we'll, we'll take a look at that really quick. What was your name?
[CUSTOMER][NEUTRAL] On where I've been filing.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it'd be [PII].
[AGENT][NEUTRAL] Thank you, do you have your policy number?
[CUSTOMER][NEGATIVE] No, not on hand, no.
[AGENT][NEUTRAL] OK, um, I could start choosing your social.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and [PII], just gonna verify some information really quick. Can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, last thing I need is the email address that we've got on file for you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you for verifying all of that, [PII]. OK.
[AGENT][NEUTRAL] Uh, so this is for your cancer policy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Bear with me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK and so you were just calling to let us know that your uh physician has changed, is that correct?
[CUSTOMER][NEUTRAL] That's right. And there's the position is William Bureau.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I guess it's in low wood maybe, but there's another plant associated with them. That's where they're sending me to.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] I see. OK.
[CUSTOMER][NEUTRAL] It's not really, it's not really William Bureau's office. It's the one up the road from them.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But it's associated with the same office.
[AGENT][NEUTRAL] OK, yeah that should be perfectly fine, Mark.
[CUSTOMER][NEUTRAL] Alright, and just like before, all you need is the biopsy report and then the path, right?
[AGENT][NEUTRAL] That, um, and then if there's any um the itemized statement that shows any diagnosis or procedure codes.
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][POSITIVE] All right well I hope it all goes well, [PII]. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Well, let me ask you this. If I don't have the paperwork, can I, can I stop at the office with y'all at the American public? I would like them to get some paperwork if I need it.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] I'm so sorry, [PII], you cut out just a bit. Could you repeat that?
[CUSTOMER][NEGATIVE] If I need to stop in [PII] and get the paperwork to file for this, and I stop at y'all's office in American public public to get it.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] We could, we could send it to you, we could, uh, email you that information if you need that or you can use our online portal.
[CUSTOMER][NEUTRAL] Well, I don't have a good uh printer or whatever. Could you just mail it to?
[AGENT][POSITIVE] We can absolutely. Did you want me to go ahead and do that for you?
[CUSTOMER][NEUTRAL] Probably
[CUSTOMER][NEUTRAL] Yeah, if you don't mind, probably several phones please.
[AGENT][NEUTRAL] OK OK give me just a moment here.
[AGENT][NEUTRAL] Alright, and to the [PII] address?
[CUSTOMER][POSITIVE] That's right.
[AGENT][POSITIVE] Alrighty, yes, I'll have a, I'll get that sent to you, [PII].
[CUSTOMER][POSITIVE] All right, thank you very much.
[AGENT][POSITIVE] Alright, yes sir, thank you for calling APL. I hope you have a happy new year.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Uh.