AccountId: 011433970860
ContactId: f01a0f57-d6b1-44dd-a4f2-105b1f0641ff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 252509 ms
Total Talk Time (AGENT): 135003 ms
Total Talk Time (CUSTOMER): 75187 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/f01a0f57-d6b1-44dd-a4f2-105b1f0641ff_20250131T19:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and um I work with uh an oncologist and one of my patients called and said to call you guys and she gave me her policy number and said you guys had some questions for me.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, well, I'm not familiar, but we can get that policy pulled up and I could take a look at those notes. Um, let's see, first, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright thank you and then uh you did have that policy number?
[CUSTOMER][NEUTRAL] Yes, it's 006442777.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Uh, what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] The patient's name is [PII] and her last name[PII]
[CUSTOMER][NEUTRAL] And her birthday is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. All right, bear with me just a moment let me see what I can find.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Because she didn't say what it was in regard to or anything.
[CUSTOMER][NEUTRAL] Uh, no, she just said.
[CUSTOMER][NEUTRAL] Uh, they need my info.
[AGENT][NEUTRAL] Mm, OK, bear with me just a moment, let me take a look at the notes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I see. OK. So this is her, uh, [PII]'s, uh, policy, uh, excuse me, cancer policy. And it looks like she asked us, um, just to report that she was diagnosed with cancer last year and that she's had surgery, radiation.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So what we need before she's able to file claims uh is the pathology report with the first diagnosis of cancer and then of course that itemized medical bill from each provider that she went to um so I'm not sure if.
[AGENT][NEUTRAL] This is where she was first diagnosed. Um, I do see the note just saying that she'll have the provider's office contact us with the required documents that we need.
[CUSTOMER][NEUTRAL] OK, I can provide you with the pathology report and Doctor [PII]'s note.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That would be great. OK, I can give you, um, our, we have a mailing address, a fax number um what would you prefer?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I can fax it to you.
[AGENT][NEUTRAL] OK, let me know when you're ready for that.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] It is 877.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so that's really the biggest thing that we need for cancer policies of course so after that she'll be able to submit any information for other claims that she has.
[CUSTOMER][NEUTRAL] OK, and this is the American Public Life?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I will fax that to you and then um.
[CUSTOMER][NEGATIVE] The itemized stuff I can't do.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] That's OK. Um, I, I think there might have been some confusion with the pathology report there usually is, um, but if you're able to give that, are you able to give that information to her?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] The itemized stuff?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, she'll have to get that from like um.
[CUSTOMER][NEUTRAL] [PII], where did they get the itemized stuff?
[CUSTOMER][NEUTRAL] The itemized billing that would be up front, right?
[CUSTOMER][NEUTRAL] That'll be the department we'll have to tell [PII] that.
[AGENT][NEUTRAL] OK, yeah, but it's still within y'all's provider's office. OK, that's perfectly fine. Again, I think the big biggest thing was that pathology report. So, OK, well I'll go ahead and make a note of this, um, and yeah, I appreciate it. Did, was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Alright, well thanks for giving us a call [PII]. I hope you have a great weekend.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.