AccountId: 011433970860
ContactId: e431e7b6-4687-478f-b72f-c2cef1b85841
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 254699 ms
Total Talk Time (AGENT): 113589 ms
Total Talk Time (CUSTOMER): 136899 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/e431e7b6-4687-478f-b72f-c2cef1b85841_20241231T14:19_UTC.wav
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[AGENT][POSITIVE] Thanks for calling. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hello, um, I have a policy, um, and I received a notification that a claim had been processed and, um,
[CUSTOMER][NEGATIVE] I'm not able to look it up on my it doesn't let me find it on my on the website.
[AGENT][POSITIVE] OK, I can help you with that. Can I get a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Um, yes. It's um [PII].
[AGENT][NEUTRAL] Can I get your policy number, please?
[CUSTOMER][NEUTRAL] 722811
[AGENT][NEUTRAL] Your name, date of birth.
[CUSTOMER][NEUTRAL] Um, [PII], [PII].
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Excuse me. Um, can you verify your address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And lastly, your email address.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], thank you for that and you said you got a notification that a claim was processed but it won't let you um look at it.
[CUSTOMER][NEUTRAL] Yeah, I can't I've, uh, and I've never been able to, um, you know, I, I, I, I go on the website, um, I can give you the claim number.
[AGENT][NEUTRAL] Uh, I have it, um, um, I actually processed this claim yesterday, so, um, you're gonna be receiving a check for, um, $1500 for, um, the radiation. That's the maximum amount that it pays per calendar month.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK. Um, well, that's, um, that's what I was wondering if I had done it right because I'd sent another one, but it was, um, professional fees and planning, um, and that was, you know, apparently I had sent the wrong thing in. So this is the, I guess I sent the right thing in this time, so.
[AGENT][NEUTRAL] Well, it was, I mean, the previous one was correct cause just some codes are not covered, um, which the, the ones for October were not covered because those are not covered. But, um, some of the dates that you sent in, um, for November, there is a um a code and then that's covered under the radiation benefit. Uh, so that's how I was able to pay that, that benefit.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][NEUTRAL] OK. OK. Um, I do have one other question. Um, I, uh, had sent in um claims for, um, squamous cell cancer, uh, which was covered. Is basal cell, um, surgery, is that also covered?
[AGENT][NEUTRAL] It's gonna, um, it's really just gonna depend on we would have to see like the past report, um.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] But I mean just looking at like previous claims for like other, I mean, it's kind of like say this, I mean certain thing like say it will be off it'll just be based off of the packing report.
[AGENT][NEUTRAL] So, I mean, if you've already been diagnosed with that or um if you have, like I said, um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, mhm.
[AGENT][NEUTRAL] What was the date for that one?
[CUSTOMER][NEUTRAL] Well, I haven't sent it in yet, um, but it was, um, uh, like a week ago yesterday, I had surgery for it. And, um, so I, I mean, I just, if it was, if it's not covered, I just wasn't gonna bother sending it in, but if it's covered, then I was gonna file a claim for that when I get the pathology report. So you need to put
[AGENT][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] Yeah, I would just go ahead and send in um the pathology report with, I mean, since you had surgery send in the, the itemized bill, like we can take a look at it because I mean, there's a possibility that we can cover um at least the surgery portion if anything else is not covered. Um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hi, Ms. [PII], was there anything else that I can help you with today?
[CUSTOMER][POSITIVE] Um, no, that's it then thank you for your help.
[AGENT][POSITIVE] No problem. Well, thanks for calling A hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][NEUTRAL] Uh-huh, bye.