AccountId: 011433970860
ContactId: 100605a7-47b9-4ba3-bf87-2d5997f0d173
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 987909 ms
Total Talk Time (AGENT): 318948 ms
Total Talk Time (CUSTOMER): 345552 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/100605a7-47b9-4ba3-bf87-2d5997f0d173_20250311T15:44_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII] in the claims department. Um, I have a lady named [PII] and she was asking me questions about her cancer policy and I wasn't able to answer them. I was wondering if I could give you her policy number and, and have you talk to her please, ma'am?
[AGENT][NEUTRAL] Uh, what's that policy number?
[CUSTOMER][NEUTRAL] It's 007.
[CUSTOMER][NEUTRAL] 04880 and I have verified her.
[AGENT][NEUTRAL] Uh, give me one moment.
[AGENT][NEUTRAL] Just want to make sure I'm able to assist. May have to get someone in cancer claims. And what is she wanting to verify her claim status?
[CUSTOMER][NEUTRAL] Well, it's not just the claim status. She's wanting to know uh everything that the, that the policy will uh will do and it's, and um she's wanting to know, uh, some other things about what she needs to send in and I'm just not sure how to help. um.
[AGENT][NEUTRAL] OK, so she's essentially wanted to know what other benefits she may have and how to submit?
[CUSTOMER][NEUTRAL] Yeah, and how to submit and what, what is covered and what is not, and I think it goes more than uh than just the the fees than just the benefit schedule that I was able to look at so um.
[CUSTOMER][NEUTRAL] That's why it's
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Uh, you can send it to me. I try to help her as much as I can.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, is this Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes it is.
[AGENT][NEUTRAL] Yes, ma'am. This is [PII]. Um, she had transferred you over to me. She said you had questions in regards to benefits and how to submit a claim.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Um, well, if I do, I think I do have a claim to submit. I'm just trying to see what all I'm a retiree and just what I can submit to get paid for.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Uh, are you still receiving treatment?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] No, I, no, I just need to know under this policy, what can I turn in yearly, um.
[CUSTOMER][NEGATIVE] To be reimbursed for.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Like, like if I go get a mammogram or anything like that?
[AGENT][NEUTRAL] Uh, you do have a diagnostic prevention benefit, yes, ma'am, like if you had a mammogram or a Pap smear or or chest X-ray for any kind of cancer, um.
[AGENT][NEUTRAL] Preventative services or to detect cancer, you can submit that to us.
[CUSTOMER][NEUTRAL] Just like a hold up.
[CUSTOMER][NEUTRAL] OK, so if I, I just had a colonoscopy so I can submit that to you all.
[AGENT][NEUTRAL] Yes, ma'am. Um,
[AGENT][NEUTRAL] You can just fill out a claim form or if you set up on our online service center, we do have it to where you don't have to submit a claim form, you can just fill out your um preventative information through the site.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Have you set up on the online service center?
[CUSTOMER][NEUTRAL] I don't think I have.
[AGENT][NEUTRAL] OK, well, I can assist you with setting up if you like.
[CUSTOMER][NEUTRAL] OK, let me get to my computer.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and you can only do one a year?
[AGENT][NEUTRAL] Uh, once per calendar year, yes, ma'am.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And what else what other policy do I have? I have two policies with you all.
[AGENT][NEUTRAL] Uh, let me see.
[AGENT][NEUTRAL] So you have a cancer policy and give me one moment, my computer is thinking.
[AGENT][NEUTRAL] I have intensive care.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Uh it looks like you have a cancer policy and intensive care policy with our company.
[CUSTOMER][NEUTRAL] OK, and intensive care, uh, how much, uh, that's only if you go in intensive care.
[AGENT][NEUTRAL] Yes, ma'am. That's only if you've been confined in ICU or coronary care unit. It pays so much per day.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, OK then. All right.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][NEUTRAL] OK, I'm, I'm at my computer now. Let's see in right now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Open it up.
[AGENT][NEUTRAL] And let me see. And did she verify your mailing address, email address, and date of birth?
[CUSTOMER][NEUTRAL] Uh [PII] for my um
[CUSTOMER][NEUTRAL] Birthday and email is [PII].
[AGENT][NEUTRAL] OK, and your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, that's my hometown. That's where I was born in [PII].
[AGENT][NEUTRAL] most of my family still stay there. [PII] or [PII]. They still stay there. Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I'm in [PII].
[CUSTOMER][NEUTRAL] OK. So what school did you attend? What?
[CUSTOMER][NEUTRAL] West Monroe or never?
[AGENT][NEUTRAL] Uh, Robinson Elementary.
[CUSTOMER][NEUTRAL] Robertson.
[AGENT][NEUTRAL] Robinson Elementary, yes, ma'am.
[CUSTOMER][NEUTRAL] So you
[CUSTOMER][NEUTRAL] He only went to elementary school here.
[AGENT][NEUTRAL] Yeah, we moved when I was in 2nd, [PII] grade and then moved to [PII] and then came back down south and I live in [PII].
[CUSTOMER][NEUTRAL] OK,
[CUSTOMER][NEUTRAL] OK, so what's the, uh, where I'm going, what's the site I'm going to?
[AGENT][POSITIVE] OK, it's secured, [PII]
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] The site cannot be leaked to try it again.
[AGENT][POSITIVE] It's secured, [PII]
[AGENT][NEUTRAL] [PII] mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK I'm there.
[AGENT][NEUTRAL] OK, and if you select new user.
[CUSTOMER][NEUTRAL] User
[AGENT][NEUTRAL] And then individual.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And it'll ask for your name, your date of birth, social, zip code and email address.
[AGENT][NEUTRAL] And with your uh name, I show it is uh [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Just want to let you know because it's kind of specific, uh, just make sure you put that dash between bird and [PII].
[CUSTOMER][NEUTRAL] OK, I, it asked for my last name and you say the [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] It does it have a hyphen between it.
[AGENT][NEUTRAL] Yes, yes, ma'am.
[CUSTOMER][NEUTRAL] And asking for a username.
[AGENT][NEUTRAL] Uh, it lets you set up a username and password.
[CUSTOMER][POSITIVE] I'm just making sure I got everything right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me write my password down so I won't forget it. I'm bad about that.
[AGENT][NEUTRAL] Yeah, I, yeah, I always forget my password.
[AGENT][NEUTRAL] Especially when they have you do it like more than once, ma'am.
[CUSTOMER][NEUTRAL] Did you
[CUSTOMER][NEUTRAL] This
[CUSTOMER][NEUTRAL] Did you know, did you know a Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII] at at Robinson Elementary.
[AGENT][NEUTRAL] Did she, did she teach 2nd grade?
[CUSTOMER][NEUTRAL] Yes, she did.
[AGENT][NEUTRAL] And she had a son, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, she passed about 2 weeks ago. Well, about 3 weeks.
[AGENT][POSITIVE] Oh no. I'm so sorry to hear that.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] I remember she was one of my favorite teachers. She was super sweet.
[CUSTOMER][NEUTRAL] Really? OK, yeah, she passed out.
[AGENT][NEUTRAL] I think she probably only spanked me once.
[CUSTOMER][NEUTRAL] OK it's about 3 weeks ago.
[AGENT][POSITIVE] Oh, I'm so sorry to hear that.
[CUSTOMER][NEUTRAL] And her son
[CUSTOMER][POSITIVE] [PII], I think that's the one that they called the one they call [PII]. He's now a super he was a principal. He's a supervisor now.
[AGENT][POSITIVE] Oh wow, really?
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Oh, that's awesome.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Admitting
[AGENT][NEUTRAL] Is Mr. I, I thought I spoke to someone from [PII] and they said Mr. [PII] had passed away.
[AGENT][NEUTRAL] He was the principal at one time.
[CUSTOMER][NEUTRAL] Who?
[CUSTOMER][NEUTRAL] Who was that now?
[AGENT][NEUTRAL] He was, uh, it was Mr. uh Mr. [PII]. He was a principal at one time at [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Tall and slim. He was kind of tall. OK, yeah, he, he.
[AGENT][NEUTRAL] Yes.
[AGENT][NEGATIVE] Yes, very intimidating.
[CUSTOMER][NEUTRAL] It's been a while ago for him, but yes, he passed away too. OK, it says your account has been successfully created. Log in.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] It says welcome. Your account has been successfully created.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't know what that's.
[CUSTOMER][NEUTRAL] it
[AGENT][MIXED] I hate to hear that though. He was such a sweet guy.
[CUSTOMER][NEUTRAL] say
[AGENT][POSITIVE] And and she was a great teacher. I really liked her.
[CUSTOMER][NEUTRAL] I have a little box come up and say hello, [PII], you have received claim status update by text messaging from American Public Life. Enter your 10 digit phone number.
[AGENT][NEUTRAL] Oh, yes, ma'am. If you put in your cell number, uh, when you submit a claim, it'll send a text message on when it's been received and then also a text on when the claim has been processed.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] for my, the code number they just sent and I have to, I'm on my house phone, so I gotta go get my.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Sales OK.
[CUSTOMER][NEUTRAL] She is
[CUSTOMER][NEUTRAL] Find it. I can find it.
[CUSTOMER][NEUTRAL] Mark, the city used refrigerated trucks to the bodies.
[AGENT][POSITIVE] It was so interesting, Mr. [PII], he was my dad's teacher when he was young. Yeah.
[CUSTOMER][NEUTRAL] Really?
[CUSTOMER][NEUTRAL] OK. And Mr. [PII] too, didn't she?
[AGENT][NEUTRAL] I don't remember her, um.
[CUSTOMER][NEUTRAL] Yeah, yes, yeah. I don't know what school she worked at, but um.
[CUSTOMER][NEUTRAL] She did.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And um
[AGENT][NEUTRAL] Do you know Miss [PII]? I remember I had her for 3rd grade.
[CUSTOMER][NEUTRAL] OK, Ms. [PII] became a principal. Miss [PII] is, uh, she's retired, but I don't know who you're talking about.
[AGENT][NEUTRAL] Oh, really?
[CUSTOMER][NEUTRAL] I know. One of them is to see, she was kind of.
[CUSTOMER][NEUTRAL] In old age because I only, I, I came here in [PII], so, uh.
[AGENT][NEUTRAL] Oh, OK. I was way gone by then.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The one I know is um.
[CUSTOMER][NEUTRAL] She's kind of dark complected.
[CUSTOMER][NEUTRAL] On the small petite side.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] You know what I'm looking for.
[AGENT][NEGATIVE] Well, she seemed, she seemed intimidating to me when I was a kid. I was a little bitty.
[CUSTOMER][NEUTRAL] I can.
[CUSTOMER][NEUTRAL] I don't wanna hold you up, OK, it says.
[AGENT][NEUTRAL] Oh no, you're fine.
[CUSTOMER][NEUTRAL] Um, I'm in.
[AGENT][NEUTRAL] OK, and do you see, um, let me
[AGENT][NEUTRAL] It should say um.
[AGENT][NEUTRAL] Filing a wellness claim?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Need to yes, I see file a wellness claim. I see that.
[AGENT][NEUTRAL] Yes, ma'am, and you would just click on that little button and then just follow the prompts. It'll ask like who is it for, what type of uh test you had and the date, I believe, and the name of the provider.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Who are you calling this client?
[CUSTOMER][NEUTRAL] With sales and.
[CUSTOMER][NEUTRAL] Uh continue.
[CUSTOMER][NEUTRAL] The date your service was performed.
[CUSTOMER][NEUTRAL] They the job.
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] OK, and tell us the name of the facility that.
[CUSTOMER][NEUTRAL] The end of school.
[CUSTOMER][NEGATIVE] I'm telling you, I can't find my cell phone. That's my problem. That's what I'm looking for.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Can you hang up and call me back in 5 minutes? I'm gonna have to call and see where my phone is.
[AGENT][NEUTRAL] Oh, OK. And um what's a good callback number, Ms. [PII]? I didn't ask earlier.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], I'm sorry, give it one more time, [PII].
[CUSTOMER][NEUTRAL] [PII] that's my home number.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, you want me to give you a call back?
[CUSTOMER][POSITIVE] Yes ma'am, about 5 minutes. I'm looking for my phone. Alright, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I can do that for you. Uh yes, ma'am.