AccountId: 011433970860
ContactId: 00c02d08-5103-4873-8d22-d968fc5327ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 742169 ms
Total Talk Time (AGENT): 417589 ms
Total Talk Time (CUSTOMER): 293967 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/00c02d08-5103-4873-8d22-d968fc5327ca_20250129T18:38_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hi, I just have a couple of questions. Um, I have got a claim in and let me see if I can go back, uh, and give you the my number here. Mm, I should have been on that screen.
[AGENT][NEUTRAL] OK. You're the insured and you have a question on your claim.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um, yes, I've got a claim in and um.
[CUSTOMER][NEUTRAL] Let me give you my policy number, uh, it's
[AGENT][NEUTRAL] Well, first off, who am I, yes, ma'am. Who am I speaking with though first?
[CUSTOMER][NEUTRAL] I'm sorry. Uh, my name is [PII].
[AGENT][NEUTRAL] OK, thank you. And Ms. [PII], you do, you said you do have a question regarding a claim for yourself, is that correct?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][POSITIVE] Yes, ma'am. I can, OK, I'll be, I can help you with that. Um, so what is a good callback number for you, please, first off?
[CUSTOMER][NEUTRAL] OK, it's it's [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And now your policy number, please?
[CUSTOMER][NEUTRAL] OK, it's 254.
[CUSTOMER][NEUTRAL] 9206
[AGENT][NEUTRAL] OK, thank you. So give me a couple of moments, Ms. [PII], to get your information pulled up. Once I do, I will have to verify several things with you first for security, and then also any information that is provided would be a verification of benefits and not a guarantee of payment. So first off, if you could please
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Give me just a second. I was ready, but my screen wasn't ready yet. Mhm.
[AGENT][NEUTRAL] OK, so if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And your home mailing address?
[CUSTOMER][NEUTRAL] It's [PII], and that's in [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. The phone number that we have for you is the same as the one you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] Thank you. And then your email address, Ms. [PII], and it does appear to be that your work email is what we have on file.
[CUSTOMER][NEUTRAL] Yes, that's uh [PII].
[AGENT][NEUTRAL] OK, thank you for verifying all of your information. And you said you had a specific claim number?
[CUSTOMER][NEUTRAL] Uh, let me see if the claim number is on here.
[AGENT][NEUTRAL] I can see a claim that is scheduled to go through processing tonight.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, OK. Yeah, that one,
[CUSTOMER][NEUTRAL] So that one will go through tonight.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, so I should, I should see.
[AGENT][NEUTRAL] The 355.
[AGENT][NEUTRAL] 1808.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Let's see here.
[CUSTOMER][POSITIVE] On the screen is, yes, yes.
[AGENT][NEUTRAL] Yes, ma'am. That one is scheduled for, mhm, to go through our nightly processing tonight.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I
[CUSTOMER][NEUTRAL] OK, so I should see that in the next couple of days.
[AGENT][POSITIVE] Yes, ma'am, because I can see that you are um set up.
[AGENT][NEUTRAL] Not only just in the online service center but we do have direct deposit information on file for you. So yes ma'am, it typically once it goes through our nightly processing then depending on the financial institution, you know, 2 to 3 business days is what we typically say for you to see that but yes ma'am, it should go direct deposit.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK. That, that'd be great. OK, and uh someone that I talked to the other day had told me to go ahead and keep sending y'all my bills. Is that correct?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK. Um, and also, I was told, uh, by my employer that, that there would be
[CUSTOMER][NEUTRAL] Other amounts that I would be receiving, is that correct as well? What it does that, does that pertaining to the bills I'll be sending in to y'all? I, I'm.
[AGENT][NEUTRAL] OK, so yes ma'am, we will have to review the claims. I mean, as you're sending in things, you know, obviously they will have to be reviewed and.
[AGENT][NEUTRAL] For determining, you know, determining additional benefits. This benefit that's being processed on this claim was your first occurrence benefit.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][NEUTRAL] So yes, ma'am. I can see that you did um speak to one of our examiners.
[AGENT][NEUTRAL] Uh, let's see. Just looking over her notes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I think it was Monday. And you know how it is whenever you're, you're just sitting around, you, you, you start thinking of things, and
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am. I do know. I have been in the sitting around thinking about things, place in life myself. So, yes, ma'am, I, I understand. But yes, ma'am. So, you do have the claim form or nowhere to obtain that. Is that correct? Because our claim form.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Um, I, I
[AGENT][NEUTRAL] Has all of the instructions that you would need, you know, it's, it's somewhat of a checklist if you wanna call it that to make it easy for you to know what you have to send us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, is it online, uh, on y'all's app?
[AGENT][NEUTRAL] It is.
[AGENT][NEUTRAL] It's on, you can.
[CUSTOMER][NEUTRAL] OK, I yeah, I think.
[AGENT][NEUTRAL] Well you can actually you can get to the portal from our main website as well by going to [PII].
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And when that page pulls up.
[CUSTOMER][NEUTRAL] My dog's been here.
[AGENT][NEUTRAL] When that page pulls up, Ms. [PII] at the top you'll see different tabs. One of them will say claims and forms. The other one there's, uh, to the right of that will say sign in. If you click on the sign in, that's gonna take you to your login page for the online service center, but to locate that claim form you would click on the link for claims and forms, just scroll down the page. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It was a
[AGENT][NEUTRAL] It's gonna start listing the different claim forms. They are in alphabetical order. You'll see cancer claim form.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And they're out to the right you should see a blue button that says download form.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you just click on that and it will open up your claim form and again that entire first page has all of your instructions for how to complete the form and the additional documents to send in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh perfect.
[CUSTOMER][NEUTRAL] OK, OK, and then I can either uh upload an an email or uh fax, OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Well you can't, you can't email you we can't accept claims via email, but you can upload them to your portal.
[CUSTOMER][POSITIVE] Oh yeah, that's right. That's right. I remember that. I remember that.
[AGENT][NEUTRAL] Uh, now did you receive a user guide? Did someone from our office um send you the user guide for the portal? It does, I mean it gives you the instructions on setting it up, which obviously you've already done, but then it does give you information on.
[AGENT][NEUTRAL] Uh, submitting claims and the types of files that we accept and.
[AGENT][NEUTRAL] That type of information.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Actually, I don't have it. Um, my daughter probably does. Um, yeah, if you could send that to me, that would be great.
[AGENT][NEUTRAL] OK, well, I can
[AGENT][NEUTRAL] Do you have, OK, can you access that email that's on file?
[CUSTOMER][NEUTRAL] Uh, yeah, I can, I probably can, yeah.
[AGENT][NEUTRAL] You're as [PII]. OK. All right. [PII], I see. OK. So, OK, give me just a second then and I'm gonna go ahead.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yeah, I can access it, yeah.
[AGENT][NEUTRAL] Send that to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, uh, my, my oldest daughter is actually our payroll and, and does some of our insurance. So.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Oh, well, that's helpful.
[CUSTOMER][POSITIVE] Yes, yes, she has been very helpful to me.
[AGENT][POSITIVE] That's very helpful.
[AGENT][NEUTRAL] Yes, that's
[CUSTOMER][NEUTRAL] And this has just been a whirlwind, you know.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] We, uh, it.
[CUSTOMER][NEUTRAL] Both of my daughters work for the school district. One's a teacher and one's an admin, so.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh
[AGENT][POSITIVE] Well, that's helpful that they, that you have somebody, you know, that's a blessing that you have somebody that can help you.
[CUSTOMER][POSITIVE] Yes, yes, very much so.
[AGENT][NEUTRAL] This is a lot to navigate.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes, it is.
[AGENT][NEUTRAL] OK, so what I'm also gonna do since I'm sending you your user guide to Ms. [PII], give me just a moment and I'm just gonna go ahead and attach that claim form. I mean you have the website that you can go to if you need any more, but um.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] I'll go ahead and just
[AGENT][NEUTRAL] Link this.
[AGENT][NEUTRAL] As well to your email.
[CUSTOMER][NEUTRAL] OK. OK. Because I do have, already have several things, uh,
[CUSTOMER][NEUTRAL] That have come through the mail, that bill, bills, that is, that have come through the mail that um insurance has paid, but there's still a significant amount that, that is my part that
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Sure.
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][NEUTRAL] And several other things that are going to happen that
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] It will cost so.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] So I'm sure that when you speak to the examiner, and again, this is your preference, whatever is easier for you, um, you can submit, you know, as you go.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, you could wait.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You know, and submit everything at it's, that's entirely up to you because we do not have a timely filing limit like some insurance companies do, so it is strictly what is easier for you as far as that goes.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Right, right. Yeah, that's what the, the other lady said, that it's totally up to me how I want to do it, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] I think, I think what I'll do is, because they, I get so many, I think I'll just send in batches, is what I'll do. Because some, some days it'll, it'll be one day, I'll get 5.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] And then, and then some days I won't get any. So.
[AGENT][NEUTRAL] OK, so what I have done is the email that you're gonna get Ms. [PII] will come from [PII].
[AGENT][NEUTRAL] I did put [PII] in the subject line for you and it also says online service center and cancer claim form so that email you should have it in just a moment and it should have those two documents attached.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh good.
[CUSTOMER][POSITIVE] OK, great. I appreciate your help.
[AGENT][POSITIVE] OK, well, you are certainly very welcome. So is there anything else at the moment that I can help you with?
[CUSTOMER][NEUTRAL] I don't think so. I think you've answered everything today.
[AGENT][POSITIVE] OK, well, good. Well, if there's, well, it was my pleasure and if there's anything else that comes up, just feel, feel free to give us a call and we'll be more than happy to assist you.
[CUSTOMER][POSITIVE] You were very helpful.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] All right, Ms. [PII]. Well, I hope you have a very nice afternoon and thank you again for calling APL.
[CUSTOMER][POSITIVE] OK, you too. Thank you very much. Bye-bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.