AccountId: 011433970860
ContactId: fe537168-8c13-4905-adce-2d287fdf74d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 322940 ms
Total Talk Time (AGENT): 74483 ms
Total Talk Time (CUSTOMER): 151111 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/fe537168-8c13-4905-adce-2d287fdf74d6_20250131T17:13_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thanks for calling Eel. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes ma'am. um, I'm [PII]. I currently have a cancer policy with y'all. Um, do you need my group cancer insurance number, policy number?
[AGENT][NEUTRAL] Um, let
[AGENT][NEUTRAL] Um, let me start by getting a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] OK, now you can provide me with your policy number.
[CUSTOMER][NEUTRAL] OK, um, it is 221-924-3.
[AGENT][NEUTRAL] Can you verify your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Your address
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And lastly, do you have an email address you want to put on file?
[CUSTOMER][NEUTRAL] Um, I usually use my work, I think.
[CUSTOMER][NEUTRAL] Things I do. We could just, we could uh use my um my personal email. It's uh [PII].
[CUSTOMER][NEUTRAL] A P
[CUSTOMER][NEUTRAL] 40
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so that's [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, Ms. [PII], thank you for that. And how can I help you?
[CUSTOMER][NEUTRAL] OK. Um, I had a question on one of the medications I get. I get it every 6 months. It's called Prolio. Prolia, it's an injection. And I didn't know if that was covered with this policy or not. It's, um,
[CUSTOMER][POSITIVE] It helps with the um the bone, um, the bones.
[CUSTOMER][NEUTRAL] I'm on, well, cause I'm on a um
[CUSTOMER][NEUTRAL] Medication, it's like a hormone replacement therapy. It's a pill I take every day for 5 years, um, estrozole. And so I have to take this injection every 6 months, um, to help with not getting bone loss. It, it's like an immunosuppressant drug.
[AGENT][NEUTRAL] OK. Can you spell the name of the drug and I can see if it's um on our listing.
[CUSTOMER][NEUTRAL] Oh, OK. It's P R O L I A.
[AGENT][NEUTRAL] OK, give me 1 2nd.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] So it looks like it would fall up under the immunotherapy, but let me see if your policy covers for immunotherapy. Give me one second.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] OK. So your policy does cover for immunotherapy, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you would just have to send in, let me see, hold on one second, let me see what.
[CUSTOMER][NEUTRAL] Like the itemized itemized skill or whatever. They do it in the doctor's office.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK. And what about, like, I had 2 last year. Is it too late to file those two? I mean, I didn't even think about this to just the other day. I'm like, oh, you know, they might. No.
[AGENT][NEUTRAL] I don't know, you can, you can still, you can send the ones in for last year as well because we haven't, um, paid, we haven't paid any chemo or anything like that since [PII], so you can send in for last year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][POSITIVE] OK. OK. All right. That sounds good. OK, I'll get all that together.
[AGENT][NEUTRAL] All right, no problem, Ms. [PII]. Was there anything else that I can help you with today?
[CUSTOMER][POSITIVE] OK. That was it. You helped me.
[AGENT][POSITIVE] Alright, no problem. Well thanks for calling AP you have a wonderful day.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][NEUTRAL] Uh-huh, bye.
[CUSTOMER][NEUTRAL] Bye-bye.
[CUSTOMER][POSITIVE] Thanks for