AccountId: 011433970860
ContactId: 0c096b5a-ea1e-4f2b-90dc-1431d6ed9448
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 618140 ms
Total Talk Time (AGENT): 407395 ms
Total Talk Time (CUSTOMER): 202472 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/0c096b5a-ea1e-4f2b-90dc-1431d6ed9448_20250217T17:12_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling ATL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Well, I'm [PII] and, and I have a cancer policy with you, uh.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Uh, could I get someone to.
[CUSTOMER][POSITIVE] Thanks to the, what you need to uh dermatologist.
[CUSTOMER][NEUTRAL] And, uh, let them.
[CUSTOMER][NEUTRAL] Fill out the forms and send them back to you.
[AGENT][NEUTRAL] Well, really, Mr. [PII], let me get my pen and I need to get your phone number first and hold on, my pin numbers here it is. I'm feeling full. I'm sorry. What's your phone number, please, before we get disconnected.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is, uh, your policy number if I can look you up?
[CUSTOMER][NEUTRAL] Well, I don't have it here in front of me. If you hold on a minute, I guess I can get it.
[AGENT][NEUTRAL] OK, we can
[AGENT][POSITIVE] No, that's all right. We can look it up by your social. You can just give me your social and I can pull it up.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And your name is what?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that didn't bring that up. That social didn't. Let me put it in.
[AGENT][NEUTRAL] And put in your name.
[AGENT][NEUTRAL] [PII] and [PII] is [PII]
[CUSTOMER][NEUTRAL] No it's [PII]
[AGENT][NEUTRAL] [PII] OK. [PII] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And the [PII]
[AGENT][NEUTRAL] I got it up. Uh, what's your mailing address?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Ah
[AGENT][NEUTRAL] All right, I got it up and bring it to Polly.
[CUSTOMER][NEUTRAL] Yeah, I haven't move.
[AGENT][NEUTRAL] And just for verification, give me, give me your uh date of birth for verification.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, and let's see, do we have an email address on file? No, would you like an email address on file?
[CUSTOMER][NEUTRAL] Uh, you probably have it [PII].
[AGENT][NEUTRAL] Uh uh, no, we don't have anything on file, so go spell it out for me and I'll get it on file.
[CUSTOMER][NEUTRAL] OK, it's my name. It's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, OK.
[AGENT][NEUTRAL] Let me read it back to you. [PII]. Is that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] All right, we got it on there. Now, if you're gonna file a claim and you're calling because you're trying to file a claim, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] On the claim form, the doctor don't fill out the claim. The claim form is completed by the insured, which is you, and then whatever you filing, you will get your, if you're filing like for skin cancer, that's what you're filing for skin cancer.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You would have to ask your doctor for the pathology report showing when you were diagnosed with cancer. It's called a pathology report. And then if you had any kind of surgery, you will ask the doctor for the itemized surgery bills so we can review those surgery bills to see what could be payable. So you would need the patch report and the itemized surgery bill from your doctor and the claim form would need to be completed by you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, well, the.
[CUSTOMER][NEUTRAL] Doctor [PII], uh, uh, people said, if you just fax them the information they'd fill it out.
[AGENT][NEUTRAL] But you got to sign it. Yeah, it's, it's a claim form, yeah, yeah, it's your form that you have to complete, uh, it's an insured claim form that you complete, sign and dated and you attach the pathology report and the itemized surgery bills.
[CUSTOMER][NEGATIVE] I probably can't.
[CUSTOMER][NEUTRAL] I gotta do something yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, can I use an old form or you, you need to send me one?
[AGENT][NEUTRAL] Uh.
[AGENT][POSITIVE] I can send you a new one because it's the new one got the instruction telling you exactly what you need to submit with your with your client.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And would you like me to email it to you? Or I can fax it to you? Oh, but if I, you want me to fax it to the doctor's office, I can fax it to the doctor's office and you can get it from the doctor's office if that's what you want me to do, however you want me to do it.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] OK, yeah, you could do just fax it to them and they can give it to me the part I need to sign, you know.
[AGENT][NEUTRAL] OK. And then they'll see exactly what we need, you know, you know, you need that pathology report. Uh, what is that fax number to your doctor's office?
[CUSTOMER][NEUTRAL] It is 972.
[CUSTOMER][NEUTRAL] 98
[CUSTOMER][NEUTRAL] 4
[CUSTOMER][NEUTRAL] 7988
[AGENT][NEUTRAL] And doctor name?
[CUSTOMER][NEUTRAL] Doctor [PII]
[AGENT][NEUTRAL] OK. Doctor [PII]'s office and I just said per your request, you asked this to be sent over to their office. Is that correct?
[CUSTOMER][NEUTRAL] OK. Yeah.
[AGENT][NEUTRAL] OK. OK. Well, I'll faxing. Go ahead.
[CUSTOMER][POSITIVE] just, yeah, good.
[CUSTOMER][NEUTRAL] Give them an instructions how to what they need to fill out and all that, you know.
[AGENT][NEUTRAL] Uh, well, they don't have to fill out anything. Like I say, the claim form is yours. You have to ask them for your pathology report and your itemized surgery bill if they did any kind of surgery for your skin cancer.
[CUSTOMER][NEUTRAL] OK, yeah, I did have, but.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] But I have to get the the reports from them, you know, and.
[AGENT][NEUTRAL] Everything have to come from them. The pathology report will come from the doctor and the itemized surgery bill from the surgeon will come from the doctor. You just complete the claim form and sign and date it and submit that information with your client. Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh. And Ms. [PII] is the primary holder of this policy, correct?
[CUSTOMER][NEUTRAL] Yeah, well
[CUSTOMER][NEUTRAL] Yeah, right.
[AGENT][NEUTRAL] OK. And let me say on Ms. [PII], this policy pays a benefit for a wellness for you and her. It pays a benefit of $75 for awareness. It looks like Miss [PII] has never filed like a mammogram, Pap smear, colonoscopy, chest. She never filed a awareness on this claim. Does she do not have any kind of wellness like that during the year?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Well, you, you, you know, she just recently had one on her leg and.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I probably need to find one on it too.
[AGENT][NEUTRAL] What she had a what on her leg?
[AGENT][NEGATIVE] A skin cancer.
[CUSTOMER][NEUTRAL] Uh, just skin cancer, yeah.
[AGENT][NEUTRAL] Oh OK. OK. Well, what you can do is you can always make a copy of that claim form. Yeah. Uh-huh, and fill out one for her, for whatever you're trying to file on her. But I was talking about she don't have mammograms, she don't have Pap smears, she don't have chest X-rays, a colonoscopy. She had, she never had any of those.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Yes, she has.
[AGENT][NEUTRAL] Well, I guess it, but y'all, y'all never did file any uh I mean.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] Well, she had any thing from the colonoscopy, no cancer or anything.
[AGENT][NEUTRAL] I know, but you still cause she had it, they considered a wellness and it would have been able to pay uh like a $75 benefit of being screened for that kind of uh.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Uh-huh. But anyway, I will, uh, send you the client, I will send, go ahead.
[CUSTOMER][NEUTRAL] Um, I.
[CUSTOMER][NEUTRAL] Uh, yeah, I'll get her to call and cause she went to a different doctor than I did.
[AGENT][NEUTRAL] OK, OK. Well, well, well, if I, I can, let me tell you what I can do. I can send the claim form to your doctor and then I'm gonna put some claim, I'm gonna put some wellness claim form and just a regular claim form in the mail to you, but you can have on hand, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, you can put her name on it.
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] Yeah, yeah, her name will be on the on the letter because she's the primary holder.
[AGENT][NEUTRAL] But I will
[CUSTOMER][NEUTRAL] OK, well, and I got
[AGENT][NEUTRAL] Senior client.
[CUSTOMER][NEUTRAL] I I have 2 more coming up.
[AGENT][NEUTRAL] OK, well, you have some claim forms for you know what, what you have to do, so yeah, so I will send that to your doctor and I will send something in the mail to you the claim form, just a regular claim form and the wellness claim form if you decide y'all gonna file any kind of wellness where you had over the years like, like I say, PSA.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] OK, well, it's nice.
[AGENT][NEUTRAL] A colonoscopy, mammogram, Pap smear, chest x-ray, stool specimen. The list is on the, the list is on the wellness claim form that I'm gonna submit to you. And like I say, you can just make you some copies of those forms. Alrighty.
[CUSTOMER][NEUTRAL] OK, I, I can't count, uh, uh, uh, kidney, uh, kidney stones gonna.
[AGENT][NEUTRAL] No, kidney stone, kidney stone, less than it was cancer that's the only way it would be something that we could review if it's just regular kidney stone, now that wouldn't be considered. Yes. OK.
[CUSTOMER][NEUTRAL] Yeah, yeah, OK. Yeah, I had a lot of infection with it, but that.
[AGENT][NEUTRAL] Oh, yeah.
[CUSTOMER][NEUTRAL] No, no cancer, I guess.
[AGENT][POSITIVE] Well, that's a blessing. That's a blessing. Yeah. OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, well, anything else I can help you with today, Mrs. [PII]? Go ahead.
[CUSTOMER][NEUTRAL] Are you, are you
[CUSTOMER][NEUTRAL] What is your name? I, I, I used to talk to you, didn't I?
[AGENT][NEUTRAL] Uh, you probably have talked to me before, Mr. [PII]. My name is [PII]
[CUSTOMER][NEUTRAL] OK, and I don't know.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, I have spoke to you before.
[CUSTOMER][NEUTRAL] It's been a while.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes sir, but I'll get those, uh, I will get those forms to your doctor's office and I will put y'all some in the uh mail so you can have them on file if you need to have them in the, in the future, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK, I appreciate your help, yeah.
[AGENT][POSITIVE] You, you're welcome and you have a great day, Mr. [PII]. Thanks for calling American Public Life. OK, thank you. Bye-bye.
[CUSTOMER][POSITIVE] OK. Enjoy your holiday.
[CUSTOMER][NEUTRAL] OK. OK. Bye.
[AGENT][NEUTRAL] Bye bye