AccountId: 011433970860
ContactId: 0cc97c9f-8441-4b13-8dad-388debc87be5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 407890 ms
Total Talk Time (AGENT): 180000 ms
Total Talk Time (CUSTOMER): 189365 ms
Interruptions: 6
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/0cc97c9f-8441-4b13-8dad-388debc87be5_20250328T16:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm trying to file a cancer claim and I'm not sure I'm doing it is accident and help, so do I have the wrong form?
[AGENT][NEUTRAL] OK, I can help you with your claim. Can you please give me your name and your policy number?
[CUSTOMER][NEUTRAL] [PII] and I don't have the policy number handy, but it's with Duncanville ISD school district.
[AGENT][NEUTRAL] OK, Ms. [PII], what is your social and we can look it up that way.
[CUSTOMER][NEUTRAL] OK, good, [PII].
[AGENT][NEUTRAL] OK, let me look you up real quick.
[CUSTOMER][NEUTRAL] Yeah, because I never knew how I guess probably in there, but I keep it with everything like in my benefits folder, so I just didn't look it up.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] We'll get you the help that you need.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're so welcome. And Ms. [PII], what is your date of birth?
[CUSTOMER][NEUTRAL] Can you come see me right outside the 7th grade hall comprehensive.
[CUSTOMER][NEUTRAL] Mine is [PII].
[AGENT][NEUTRAL] Thank you and can you please verify your phone number and email address that we have on for you?
[CUSTOMER][NEUTRAL] [PII] phone number [PII], and I believe you have the [PII].
[AGENT][POSITIVE] OK, yes ma'am, that is what we have.
[CUSTOMER][NEUTRAL] I have my work
[CUSTOMER][POSITIVE] Good, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Let me look real quick. And you're trying to file for the cancer, but you're, you only see the accident claim form?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It says accident and health claims claim statement, so is that the wrong one?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Let me, let me pull up the cancer claim form and see if that's part of it. Um, we have the claim form if you wanted to go to AM.
[AGENT][NEUTRAL] Public
[CUSTOMER][NEUTRAL] OK, let me get in there right, OK, I'm gonna go, I'm gonna go right now while I'm.
[AGENT][NEUTRAL] Yes ma'am. [PII], yeah, so while we're on the phone together.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes I am.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Let me see what that pull up from. OK, it's showing there.
[AGENT][NEUTRAL] In the top right hand, OK, in the top right hand corner, click on claims and forms and scroll down you're gonna need to scroll down and the third claim form is the cancer claim form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mail pay claim.
[CUSTOMER][NEUTRAL] Oh OK, OK, accident, OK, I see it, download the form.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Oh wow, OK.
[AGENT][NEUTRAL] And that's the form that you'll need to file a cancer claim.
[CUSTOMER][NEGATIVE] Oh, I got the wrong me say 4 sheets.
[CUSTOMER][NEUTRAL] OK, so it's print now, huh.
[CUSTOMER][NEUTRAL] OK, so it's just the.
[CUSTOMER][NEUTRAL] Let me see. OK, I see it now. I see it now. OK, OK. And as far as this is for my husband and I have all the paperwork from his doctor and what is the
[AGENT][POSITIVE] Awesome.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Simplest way to fill this out and is there a form in there for like direct deposit in there or is it can I get that form somewhere else?
[AGENT][NEUTRAL] That is going to be on the online service center. Let me give you that website and that's the best place to file your claim you can um download it onto your computer, yes, download on your computer and then upload through the online service center and it gives you the option to have direct deposit.
[CUSTOMER][NEUTRAL] Oh I can file online?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so what is that website? I got the form.
[AGENT][POSITIVE] Yes, ma'am. The website is secured.
[CUSTOMER][NEUTRAL] Let me print an extra one. OK, just one second, let me print an extra form just in case I'm clumsy with it. OK, OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] That's fine. That's fine.
[CUSTOMER][NEUTRAL] Come on now.
[CUSTOMER][NEUTRAL] OK, so I, OK, now you're saying go to.
[AGENT][NEUTRAL] [PII] [PII]
[CUSTOMER][POSITIVE] Be right with you.
[CUSTOMER][NEUTRAL] OK, just
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] P [PII] just didn't look right. [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That one didn't come up something I did wrong, um, you said it's secured SEC.
[AGENT][POSITIVE] It's secure.
[CUSTOMER][NEUTRAL] Is it just secure or secured?
[AGENT][NEUTRAL] Secured death
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] No. [PII] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh huh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it's in there now, so if I don't have a user number password I have to create all that.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right. You're gonna go in and the
[CUSTOMER][NEUTRAL] As a new user.
[AGENT][NEUTRAL] A new user and then the second option is I'm an individual with a policy with an APL policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you'll figure out your username.
[CUSTOMER][NEUTRAL] OK, do can I get the policy number?
[AGENT][POSITIVE] Yes, ma'am, you can.
[CUSTOMER][NEUTRAL] Or all that do I need that information? OK, can you give it to me?
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] It's 223.
[AGENT][NEUTRAL] 2823.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK, I got that. OK, so I'll go in and fill out all of this if I have questions I'll call back.
[AGENT][NEUTRAL] Yes, yes, ma'am. You'll go fill all that out and it's the same thing on that website. You're going to choose the claims and forms. You click on your cancer policy.
[CUSTOMER][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it'll it'll prompt you from there how to do it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, got it, thank you so much.
[AGENT][POSITIVE] You're very welcome, Miss [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] OK, well you have a wonderful weekend and thanks for calling APL.
[CUSTOMER][NEUTRAL] Uh huh bye bye.
[AGENT][NEUTRAL] Bye bye.