AccountId: 011433970860
ContactId: e7f86aad-e3a8-4256-b483-d029a65879f1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 296790 ms
Total Talk Time (AGENT): 114098 ms
Total Talk Time (CUSTOMER): 128923 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/e7f86aad-e3a8-4256-b483-d029a65879f1_20241230T18:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm calling. I need some information about my uh my policy, OK? I, I've got a claim. What uh, what else do you need first?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, yeah, um, did you already file a claim or do you need to check on it?
[CUSTOMER][NEUTRAL] Uh, there's a claim that's been filed and I've got the claim number and I got some in something in the mail on it that I need to ask you about, so.
[AGENT][NEUTRAL] Got you. OK, we can take a look at that claim for sure. um, first, if you don't mind, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then uh I will take either that policy number or the claim number.
[CUSTOMER][NEUTRAL] Uh, the claim number is 3542155.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK thank you one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Um, really quick, [PII], if you don't mind, I'm just gonna verify some information. Uh, can I get your date of birth please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII]. That's my telephone number. [PII]. I'm sorry, [PII].
[AGENT][NEUTRAL] That's OK.
[AGENT][POSITIVE] Perfect alrighty and then last thing I need is the email address that we've got on file for you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's it. OK, thank you so much for verifying that. OK, so looks like for this claim we are missing some information.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] And, and that's what I'm calling about. It says the surgery relative value. I didn't have surgery. I didn't have a surgery. I was in the hospital and through tests and all, they found that I had the multiple myeloma cancer but I never had a surgery and I, and I don't have any, didn't have any surgery value or anesthesia. So, um.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] You, OK.
[CUSTOMER][NEUTRAL] All I'm gonna have is claims, you know, treatment.
[CUSTOMER][NEUTRAL] And I'm start, you know, I've started on my treatment. So I assume it pays on treatment.
[AGENT][NEUTRAL] OK, so they did discover cancer, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am, uh-huh, I.
[AGENT][NEUTRAL] OK, did you send us your, uh, the pathology report?
[CUSTOMER][NEUTRAL] We did. We sent that when we sent the, the uh lump sum.
[AGENT][NEUTRAL] You did.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] And so this was more or less just diagnostic tests.
[CUSTOMER][NEUTRAL] And I've gotten paid on that.
[CUSTOMER][NEUTRAL] Yeah, I, but I, you know, I was in the hospital and then they do all the tests, you know, that's what they discovered, but I didn't have any kind of a surgery, so I don't have any way to answer those things.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Gotcha.
[AGENT][NEUTRAL] I understand. OK, good, if you don't mind, um, I'm going to put you on a brief hold and reach out to our claims specialist so they could take a look at this. I'll be right back with you, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][POSITIVE] All right thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Good Afternoon. Thanks for calling Eel. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you today?
[CUSTOMER][NEUTRAL] I'm doing fine, and yourself?
[AGENT][NEUTRAL] Doing well, thank you. I've got an insured on the line, uh, just calling regarding a claim. Um, I could give you that policy number and claim number if you want, that's a total, OK, um, so the policy number is 640053.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and what's the claim number?
[AGENT][NEUTRAL] It is 3542155.
[CUSTOMER][NEUTRAL] And what's your callback number?
[AGENT][NEUTRAL] Callback number is [PII].
[CUSTOMER][NEUTRAL] OK, and who's calling?
[AGENT][NEUTRAL] Uh, we are speaking with [PII].
[CUSTOMER][NEUTRAL] OK, and she had a question about that claim.
[AGENT][NEUTRAL] Yes, um, in short, she's saying that she believes that information is incorrect, um, so I think she just wants to look at what was submitted.
[CUSTOMER][NEUTRAL] OK, you can go ahead and send it through.
[AGENT][POSITIVE] OK thank you bye bye.
[CUSTOMER][NEUTRAL] Uh-huh.