AccountId: 011433970860
ContactId: f49dd2d9-bde7-4181-b19e-51895cf3e610
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123129 ms
Total Talk Time (AGENT): 31039 ms
Total Talk Time (CUSTOMER): 47219 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/f49dd2d9-bde7-4181-b19e-51895cf3e610_20250514T19:58_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII] on the care team. I was gonna see if you can help me with a claim.
[AGENT][NEUTRAL] OK, what's the policy number?
[CUSTOMER][NEUTRAL] That's 97675.
[AGENT][NEUTRAL] On a [PII].
[CUSTOMER][NEUTRAL] Yes, um, it's for the most recent claim that 359-876-9.
[CUSTOMER][NEUTRAL] Um, the, the denial code says we need the pathology report, but I see it on on Base and on-base, so I'm not sure if I, I'm missing something or what's going on.
[AGENT][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] So you see the path for the [PII]?
[CUSTOMER][NEUTRAL] Um, let's see, I've got.
[AGENT][NEUTRAL] Let me pull up the mail.
[AGENT][NEUTRAL] See what we got on that piece of mail. OK, let me pull it up and see.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, it says no evidence of residual basal cell carcinoma.
[AGENT][NEUTRAL] Yeah, looks like this wasn't the, the initial path report. We need the initial path report. Looks like this was another one, another biopsy that they've done.
[CUSTOMER][NEUTRAL] Why?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yeah, it looks like they're, I guess maybe.
[CUSTOMER][POSITIVE] OK, OK, so this one doesn't say actual cancer. OK. OK, that makes sense. OK, perfect. OK, thank you so much.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It doesn't. Nope.
[AGENT][POSITIVE] Mhm. You're welcome.
[CUSTOMER][POSITIVE] Thank you, bye bye.
[AGENT][NEUTRAL] Bye.