AccountId: 011433970860
ContactId: e8ec9d46-4f68-412a-964e-91680fa3477c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 270380 ms
Total Talk Time (AGENT): 118682 ms
Total Talk Time (CUSTOMER): 149947 ms
Interruptions: 1
Overall Sentiment: AGENT=2.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/e8ec9d46-4f68-412a-964e-91680fa3477c_20250319T20:34_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. I have been a policy holder for several years. I work for a school district in [PII] and um during my last um physical, my PSA was elevated um from its previous readings. So my doctor sent me to a urologist. The the urologist um ordered a 4K blood test, um, and the 4K blood test.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What indicated that I had the a potential for some sort of activity in my prostate gland.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, he then ordered an MRI with the ultrasound and the contrast, so that revealed two lesions on my prostate gland.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And um on the the scale is a 1 to 5 scale they were 4 out of 5, both of the lesions so I have I um biopsy scheduled for next week for next Thursday. Um, I, I was just wondering what, what my next steps are or what I could submit claims for because my bills are starting to pile up from having all these things done. I haven't met my deductible yet.
[AGENT][NEUTRAL] OK, I can help you with that. Do you happen to have your policy number available? and I'm sorry you're going through that, but I know a lot of people have been through it and they are fine, so.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Oh hey.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] I appreciate that um.
[AGENT][NEUTRAL] Just to let you know that
[CUSTOMER][NEUTRAL] I don't have my policy, um, like I said, this is the first time I've ever, this is the first time I've ever, I got this out of an abundance of caution because my father had colorectal cancer.
[AGENT][POSITIVE] Oh, that's not a problem.
[AGENT][POSITIVE] Yeah, and it's always better to have it.
[AGENT][NEUTRAL] When you need it versus not having it, so.
[CUSTOMER][NEUTRAL] Yeah, right.
[AGENT][POSITIVE] And of course, you always hope to have it and not need it, but it is good to need it when you need it. Yeah, exactly. Exactly. I can pull up your policy by your social if that's OK.
[CUSTOMER][NEUTRAL] That would have been fine.
[CUSTOMER][NEUTRAL] That's OK, uh, [PII].
[AGENT][NEUTRAL] And that number.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you. And what is your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, let me check one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] My pleasure.
[AGENT][NEUTRAL] Mr. [PII], what is your date of birth and current mailing address?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] And my mailing address is [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Mr. [PII], I see you did have a policy with us from 9-1-2023 to 91-2024. Do you know if the school district might have changed and, and this is possible, they might have changed your insurance carrier for your cancer policy.
[CUSTOMER][NEUTRAL] I don't know that. I just selected that option when I um did my benefits in September.
[AGENT][NEUTRAL] So what I would suggest is to contact you because anything after [PII] would not be covered on our cancer policy, but I would definitely suggest that you call them, the HR department or your benefits department and see who your cancer policy is carried with and call them and.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I'm not, I'm not carried on APL anymore.
[AGENT][NEUTRAL] Not as of 9124.
[CUSTOMER][POSITIVE] OK, alright, well thank you that gives me a starting place thank you very much.
[AGENT][POSITIVE] Yeah, just call them and get that information and then call that company and and see what you can do to get those benefits and I certainly hope everything comes out well for you.
[CUSTOMER][POSITIVE] Yes ma'am thank you.
[CUSTOMER][NEUTRAL] Thank you. I wish I was dealing with you and not some other company, um, and I, my district, my district didn't say anything about changing companies on that so I let me, um, let me get on the phone with somebody in benefits. I appreciate you thank you.
[AGENT][POSITIVE] I would, I would love to help you.
[AGENT][POSITIVE] Yes, sir. It's been my pleasure and thank you for calling APL. You have a good afternoon, OK? Everything's gonna be good. I just got a good feeling for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][POSITIVE] OK. Take care