AccountId: 011433970860
ContactId: 09c0b114-2b75-43c0-82ee-8bf56b5cd624
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 392269 ms
Total Talk Time (AGENT): 89382 ms
Total Talk Time (CUSTOMER): 272807 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/09c0b114-2b75-43c0-82ee-8bf56b5cd624_20250506T16:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. My name is [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I am, I have a sister. Her name is [PII], who has the cancer policy with you all.
[CUSTOMER][POSITIVE] And I always took care of her when she had her first battle with cancer.
[CUSTOMER][NEUTRAL] And that it's real cards, so.
[CUSTOMER][NEUTRAL] She has a trach, she can't talk. She's been in and out of the hospital with a new cancer diagnosis in her throat and lungs. Anyway, she sent me the form to fill out.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I need some help with it because
[CUSTOMER][NEUTRAL] It's been so long since I filled one out for when I was working in my office. I had everything in my computer and I'm retired. I'm the oldest. I'm like her mother.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] But I don't know.
[CUSTOMER][NEUTRAL] Let's see um.
[CUSTOMER][NEUTRAL] The form they sent her cancer claim form.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let's question I had.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So I'm sure I get this correct.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This is a new claim, so.
[CUSTOMER][NEUTRAL] It says the indicated document documentation must accompany the completed statement of the insured.
[CUSTOMER][NEUTRAL] Pathology report.
[CUSTOMER][NEUTRAL] Um, and then below that, it says initial diagnosis of cancer, the new diagnosis of cancer, surgery including biopsies. So we need the path report and all that to go with this, don't we?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, if this is gonna be the first claim for the new diagnosis and then for any surgeries, including biopsies, yes, ma'am, you will need that.
[CUSTOMER][NEUTRAL] OK, because she did have biopsies and then
[CUSTOMER][NEUTRAL] Oh, she also had a, she's got a feeding tube now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And they're trying to make, they can't do, they were going to remove her voice box.
[CUSTOMER][NEUTRAL] But she can't breathe because of the trach. She's on oxygen and all.
[CUSTOMER][NEGATIVE] Breaks my heart to even talk about this, girl.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] But anyway,
[CUSTOMER][NEGATIVE] It's, it's just a nightmare for me. I lost my husband with dementia and took care of him and it was a battle.
[CUSTOMER][NEUTRAL] But anyway, I'm trying to help her with this and
[AGENT][POSITIVE] Bless your heart.
[CUSTOMER][NEUTRAL] She don't, we have to text because she can't talk.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And and her husband.
[CUSTOMER][NEUTRAL] And I'm not being ugly. He's the finest man I've ever known, but you know how men can't take care of things like women.
[AGENT][NEUTRAL] Yes, yes. Yes, ma'am.
[CUSTOMER][NEUTRAL] Business one.
[CUSTOMER][NEGATIVE] My husband couldn't.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] It also needs an itemized medical bill from each medical provider. Is that what it's saying?
[AGENT][NEUTRAL] Well, that
[CUSTOMER][NEUTRAL] Like she has.
[AGENT][NEUTRAL] So that
[CUSTOMER][NEUTRAL] She has Medicare
[AGENT][NEUTRAL] Yeah, you'll need the itemized bill for any hospitalization or surgery. I don't know if she's received at this point any chemo radiation therapy. You would need it for that too, but if you're doing um claims for hospitalization and surgery, then you'll need that too, yes.
[CUSTOMER][NEUTRAL] Right, yeah, they're trying to figure out when to start her. She'll have to have radiation and chemo, but they've got to get her built up first. That's why they've got the feeding tube because she can't swallow, you know, food, anything like that. So they did put the feeding tube in. Um, she was in [PII], so in the hospital. So anyway,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll try to explain this. I'm gonna try to explain it to her husband.
[CUSTOMER][NEGATIVE] I would be there with her, but my health is so bad, so.
[CUSTOMER][NEGATIVE] I can't hardly walk. I passed out at my house, and, but I almost killed myself taking care of my husband before I realized.
[AGENT][NEUTRAL] Oh my.
[CUSTOMER][NEUTRAL] Uh, he's been gone there 2, 2.5 years.
[CUSTOMER][NEUTRAL] And I almost done myself in. My doctor kept saying, you cannot do this at home. But I kept him home and I finally, my sister now that's battling this.
[CUSTOMER][NEUTRAL] Uh, she found the lady and we got sitters, so I had caregivers with him.
[CUSTOMER][NEUTRAL] A when I put him on hospice and
[CUSTOMER][NEUTRAL] But before that, I almost kept myself trying cause I had breast cancer, so.
[CUSTOMER][NEUTRAL] had a mastectomy, so I wasn't supposed to be lifting, but he was a follower.
[CUSTOMER][NEUTRAL] He was a good patient, but he was a follower. He was never belligerent thank goodness for that.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Anyway, I, I really almost done my own self in.
[AGENT][NEGATIVE] Well, don't do that.
[CUSTOMER][NEUTRAL] But I do it all.
[CUSTOMER][NEUTRAL] We do it all over again. I just didn't want to have to put him in a facility, you know.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Anyway
[CUSTOMER][NEUTRAL] Well, I appreciate your help with this cause I know my sister right now, she's just mad at the world and
[CUSTOMER][POSITIVE] You know, I said we've got to put our faith in God and He's going to take care of us again.
[AGENT][POSITIVE] Yeah, no, for sure. And if you ever, you know, as you're gathering stuff, if you have questions or concerns, feel free to call us. We can always help and if we need to, we can have somebody in claims, um, you know, go over anything also if they need to with you. So yeah, don't hesitate to call if you need more help.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][POSITIVE] I appreciate this so much cause I probably will. She's been so many places. I don't even know them all.
[AGENT][NEUTRAL] I hear you.
[CUSTOMER][NEUTRAL] So anyway, I'm gonna tell her husband. I'm gonna call him. He's
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] He's, and I will uh.
[CUSTOMER][NEUTRAL] Tell them to be looking for all these cause they just came home Saturday so she won't be had to get all that, I know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEGATIVE] And so I'm not driving right now. That's what I was getting around to, to go to her house. I don't live.
[CUSTOMER][NEUTRAL] Um, probably 10 miles from her, but my doctors won't let me drive right now, so my blood.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] So anyway, I appreciate your help so much with this.
[AGENT][POSITIVE] My pleasure. And again, call us if you need anything, OK?
[CUSTOMER][POSITIVE] I certainly will. Thank you so much.
[AGENT][POSITIVE] You're welcome. Take care. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.