AccountId: 011433970860
ContactId: 01804f64-5ad6-45c8-ab76-6cd18845228a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 542789 ms
Total Talk Time (AGENT): 304001 ms
Total Talk Time (CUSTOMER): 259054 ms
Interruptions: 3
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/01804f64-5ad6-45c8-ab76-6cd18845228a_20250312T18:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I have two questions. Um, the first question I have is I set up an account online and I went and I filled out like I had a mammogram last year and I filled out everything and when it comes to sign.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I use an iPad and it, this, yeah, so I can't use an iPad. OK, what do I use?
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, so.
[AGENT][MIXED] Yes, so our online portal, um, unfortunately does not have much support for mobile devices so it would have to be accessed through a desktop or a laptop computer, um, and I would say Google Chrome as the browser works the best.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK. Google Chrome.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'll, I'll try that because I have my daughter to come in this weekend and she uses the iPad all the time. She's an audiologist and she had a pencil and it wouldn't even do the pencil. So, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. Uh uh.
[AGENT][NEUTRAL] That's just our website we're working on uh updating all that I know most things are OK with uh mobile devices, but it's getting there just not quite there yet.
[CUSTOMER][NEUTRAL] OK. OK. OK. My next is, um, my husband has been diagnosed with prostate cancer and all of a sudden, we, we had an MRI which everything came back benign. But then he had a biopsy and out of 12 biopsies, one came back.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] For cancer. And so he had a PET scan today. So what do I need to do as far as filing for all of that? Um,
[AGENT][NEUTRAL] Got you, yes, OK. So first off, let me go ahead and get your policy pulled up just so I can make sure which kind it is, and then I'll let you know all of that information that we need. Um, I'm so sorry, what was your name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] My name is [PII] and I have my policy number if that helps.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, ma'am. I can go ahead and take that.
[CUSTOMER][NEUTRAL] OK, it's 729-960.
[AGENT][POSITIVE] OK, thank you and then can I also get a good call back number from you in case we're disconnected, [PII]?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] All right, I appreciate that. And then I'm just gonna verify some information really quick. Can I get your date of birth, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mine is [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][POSITIVE] Perfect.
[AGENT][POSITIVE] Awesome thank you so much for verifying that. Last thing I need is the email address we've got on file for you uh looks like it's a Gmail account.
[CUSTOMER][NEUTRAL] It is. It's all lowercase. It's [PII].
[AGENT][NEUTRAL] Perfect thank you so much for verifying that information. OK, so I did wanna make sure that this was an actual cancer policy so with that, the first thing that we would need is of course going to be that pathology report, um, so indicating the first diagnosis of cancer we would need that before anything else and of course you can upload that through our online portal but again it does have to be through a desktop or a laptop.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, uh, my daughter has a laptop, so I'm, and we're actually headed to her, her place this afternoon. So I'm gonna try to do all that. OK. So we got a biopsy, OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yes, so that's gonna be really the first thing, um, I don't, I mean we can go a little bit more in depth if you had specific questions um regarding, you know, information that's needed for other kinds of treatment, um, or if you wanted to take it one step at a time, that's completely up to you.
[CUSTOMER][NEUTRAL] Well, um, this all happened really pretty quickly. Uh, it's kind of because that he had the MRI done on [PII] and it came back ben. So we were like, oh, but
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's in his family. His dad, his grandfather, his uncle all had prostate cancer. So we had the biopsy done [PII]. We got the results last Thursday and like I said,
[AGENT][NEUTRAL] Oh man.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] One of them out of 12 biopsies, one came back cancers. So we had the PET scan done today. And so we're waiting on that and we've already been referred to a surgeon. So definitely surgery is on the
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yes. OK. So whenever you are ready, I can let you know um the information that we would need to file claims for those kinds of things, if you wanted to write it down or something.
[CUSTOMER][NEUTRAL] I take it, [PII].
[CUSTOMER][POSITIVE] Yes, I have I'm I'm ready that's wonderful.
[AGENT][NEUTRAL] OK, OK, yes. So we would need the itemized statement.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That shows diagnosis and procedure codes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is going to be general across the board anything that you need to file that's what we're going to need that information will be available at the provider wherever he went for treatment they will have that information.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Um, the only instance where we would need anything additional would be, um, if and when he would need, uh, radiation or chemotherapy or immunotherapy. For those, we would, in addition to that, we would need, um, the explanation of benefits from the primary insurance, essentially showing what they contributed to that. But again, the provider, wherever he went for treatment, they'll have that information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, we should have hit our deduct our deductible is 4000 and we've been out.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Over 4000 as of today, so, um.
[AGENT][NEUTRAL] Sure, well, and that's perfectly fine regardless of that, um, all we would need is that it went to them even if they said, you know, that payment went towards the deductible, that's perfectly fine.
[CUSTOMER][NEUTRAL] So we should
[CUSTOMER][NEUTRAL] OK, OK, OK. So, um, OK.
[AGENT][POSITIVE] Yes ma'am, um, yeah, and then if you wanted, I don't know if you have it or not, but I can send you a copy of this policy, [PII], um, so that you can kind of see what is and is not covered frequencies, dollar amounts, things like that, um, it is very easy to read, not just a bunch of jargon, I promise, um, but I'm, I'm a very visual person, so I do like having something to go back so I can mail this or email this or I could do both. Uh, what would you prefer?
[CUSTOMER][POSITIVE] I think I've got it
[CUSTOMER][NEUTRAL] Me too.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, do you mind doing both?
[AGENT][NEUTRAL] Of course, yeah, absolutely, um, let's see, let me verify.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you wanted me to send it to this Gmail account of yours?
[CUSTOMER][NEUTRAL] Yes, yes, that would be.
[AGENT][POSITIVE] OK alrighty I will get that sent to you um and then of course throughout all of this it is very confusing and can be overwhelming if you think of anything, any questions at all, definitely feel free to give us a call we'll do what we can to help.
[CUSTOMER][MIXED] OK, I sure do appreciate it, but right now I just get y'all the biopsy report.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, that's the first thing we would need is that um initial pathology report just showing that positive diagnosis of cancer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK, absolutely, OK, I will try to get that uploaded and sent to y'all this evening, so thank you.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, sounds good, yes.
[AGENT][POSITIVE] Um, also, before I, I just wanna make sure I don't forget to say this, there's no timely filing limit, so there's no need to stress, uh, worrying you gotta get things to us within a certain period of time, um, whenever is convenient for you, uh, as long as the policy was active at that time, you can file those claims whenever is OK with you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh thank you thank you so much I appreciate.
[AGENT][POSITIVE] Absolutely. Yeah, don't need any extra pressure.
[CUSTOMER][POSITIVE] OK, good
[CUSTOMER][NEUTRAL] OK, that's.
[AGENT][NEUTRAL] Yes, definitely. Did you have any other questions for me at the moment, [PII]?
[CUSTOMER][NEUTRAL] OK. OK. I will get that.
[CUSTOMER][NEUTRAL] I don't think so. I don't, so yeah, so muddling through this. So, OK, thank you so much. I appreciate it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh, you are very welcome. Yes ma'am. If you think of anything else, uh definitely give us a call right back. I hope you have a great rest of your day and that everything goes well.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Thank you so much, dear. OK.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Bye bye.