AccountId: 011433970860
ContactId: f64561e7-6f9e-4c5f-a922-c4666553cc5d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170130 ms
Total Talk Time (AGENT): 72296 ms
Total Talk Time (CUSTOMER): 90672 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/f64561e7-6f9e-4c5f-a922-c4666553cc5d_20250613T19:20_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], I'm in the process of filling out my uh.
[CUSTOMER][NEUTRAL] Initial uh cancer claim.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And uh my diag file I had to scan so because they gave it to me and uh.
[CUSTOMER][NEUTRAL] Uh, I think it's a 25 page long.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And it won't fit it, you know, it says I got a 20 meg limit and.
[CUSTOMER][NEUTRAL] It's 80 something mags.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So what should I do?
[AGENT][NEUTRAL] Is there any way that you can split up the download into like smaller portions and do like so many pages at a time and do it multiple times?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] I mean, you can do that. It's not a big deal. You can do the initial claim form with the first, I don't know, let's say 10 pages.
[AGENT][NEUTRAL] Um, and then just upload the residual pages after that you don't need to do the claim form again.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, uh, that's that I can do that's not a problem. I just wanted to know, you know, what the, what, what the, uh, uh, protocol was as far as because I'm just, uh, this is the initial, uh, claim. I'm just putting in my, uh, uh, claim form and my my diagnosis and then I'll start putting in the.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, right.
[CUSTOMER][NEUTRAL] The, the benefits, you know, like what explanation of benefits and uh do I send a claim form each time?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Um, yeah, you'll have to do a claim form for each.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, yeah, for each time, yeah, that you want to do it. So, you know, like you're doing right now for like the, the first occurrence, just, you know, the diagnosis of it. And then let's say if in 3 months you're ready to start doing, if you're having to have radiation or chemo, you can do those as you get them or you can do them all at once. It's really just personal preference, but it does need a claim form with it.
[CUSTOMER][NEUTRAL] Each time I, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, well, um.
[CUSTOMER][NEUTRAL] Uh, I've already had my radiation, so I'll, I'll start, I'll, I'll, I'll start, uh, I'll do my, my, uh,
[CUSTOMER][POSITIVE] What wasn't covered through my, my primary, I'll do that one next and then I'll start doing transportation and lodging and meals and stuff like that. OK, thank you so much for your help.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, right. OK.
[AGENT][POSITIVE] My pleasure. I hope you have a nice rest of your day. Uh huh bye bye.
[CUSTOMER][POSITIVE] OK, thank you.