AccountId: 011433970860
ContactId: f414fe67-abf3-42ac-8164-6e321abe72bb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 281600 ms
Total Talk Time (AGENT): 128976 ms
Total Talk Time (CUSTOMER): 98712 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/2025/02/06/f414fe67-abf3-42ac-8164-6e321abe72bb_20250206T20:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, um, I, uh, had called her, um, about a month or so ago and.
[CUSTOMER][NEGATIVE] Someone sent me some information in an email and I can't find that email anymore. So I need to file a claim for uh cancer.
[AGENT][NEUTRAL] OK, and you're wanting a copy of the claim form?
[CUSTOMER][NEUTRAL] Yes, uh, it's like a health form with the name of the doctors and everything.
[AGENT][POSITIVE] OK, sure I can help you with that. Can I have your name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Thank you and what's a good call back number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, thank you. And what's the policy number?
[CUSTOMER][NEUTRAL] Um, I don't know.
[AGENT][NEUTRAL] OK, I can search by your social.
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And also verify your address and date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII] and date of birth is [PII].
[AGENT][NEUTRAL] All right, thank you for that information and also verify your email address.
[CUSTOMER][NEUTRAL] It's uh
[CUSTOMER][NEUTRAL] My first and last name, [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Last name [PII] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that information, Mr. [PII] and uh for that email, you wanted to get the claim form as well. Just looking at the notes, I saw that we sent the list of attending physicians form.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I can go ahead and send that information to you.
[AGENT][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] So once I fill that out, I can just fax it to you and that'll get the ball rolling, is that right?
[AGENT][NEUTRAL] That is correct, yep, you can send it by fax, mail, or upload it on the online portal.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And along with that, remember, we'll need the pathology report and itemized bills.
[CUSTOMER][NEUTRAL] Yes, I have those.
[AGENT][NEUTRAL] OK. All right. So just give me a few minutes to get that email generated and uh you'll receive it.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Can, can you tell me my policy number so I can
[CUSTOMER][NEUTRAL] Use it in the future.
[AGENT][NEUTRAL] Sure, let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, so the policy number is 025.
[AGENT][NEUTRAL] 406.
[AGENT][NEUTRAL] 88.
[CUSTOMER][NEUTRAL] 02540688
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, um, is there anything else I need to do to file a claim?
[AGENT][NEUTRAL] Uh, from what I can see now, that would be it. Just get that pathology report, itemized bills, a complete, uh, claim form, as well as the list of attending physicians form.
[CUSTOMER][NEUTRAL] And do you
[CUSTOMER][NEUTRAL] Sorry, do you have a time frame when.
[CUSTOMER][NEUTRAL] Uh, for processing how long we expect it to take.
[AGENT][NEUTRAL] Now, the claims are processed is typically 7 to 10 business days from the date of receipt. Um, but because we have the, um, the list of physicians will be requesting medical records from the doctors on that list, so that will extend um the completion of the claim.
[AGENT][NEUTRAL] But for it to be reviewed and um for any movement, it'll be 7 to 10 business days.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][POSITIVE] OK, thank you for your time and I appreciate that. Sorry I misplaced the other form.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, that's OK. I'll get that sent out to you, Mr. [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] All right, thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks bye bye.