AccountId: 011433970860
ContactId: 108b945b-e7e6-4c0b-91b5-6bb65abe2233
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1223839 ms
Total Talk Time (AGENT): 553981 ms
Total Talk Time (CUSTOMER): 489801 ms
Interruptions: 6
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/108b945b-e7e6-4c0b-91b5-6bb65abe2233_20250121T14:11_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Hey [PII], I, I was want to file a claim, a cancer claim.
[AGENT][NEUTRAL] OK, well, let me get some information from you and then I can give you instructions on how to file that claim. Uh, what is your policy number, please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, it's uh 100521.
[AGENT][NEUTRAL] And your name, please?
[CUSTOMER][NEUTRAL] Author [PII]
[CUSTOMER][NEUTRAL] Last name is [PII].
[AGENT][NEUTRAL] OK, thank you, Mr. [PII]. And what is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And Mr. [PII], what is your mailing address?
[CUSTOMER][NEUTRAL] [PII] [PII]. [PII] [PII]. That's all.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Uh, it's OK. I have that. And what is your email address?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And Mr. [PII], what is your cell phone number so I can have that updated into my system.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and that is a good number, callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am mhm.
[AGENT][NEUTRAL] OK. Thank you, Mr. [PII]. And you're wanting to file a cancer claim, um, and wanting to know how to file. What is, is this cancer claim on you or your spouse?
[CUSTOMER][NEUTRAL] It's on me.
[AGENT][NEUTRAL] OK. And um, yes.
[CUSTOMER][NEUTRAL] But, but, but originally it was a family plan.
[AGENT][NEUTRAL] Yes, um, let me look into.
[CUSTOMER][NEGATIVE] And then over the years I I I don't know if it changed or or something changed. I think it was in the system wrong I'm I'm his wife [PII] and what we need is um they tried to email it to us last week he did never receive the email is the form that gives me y'all permission to speak to me because I usually file all our insurance and all that kind of stuff.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me hold on for one minute and I'll, now, are you familiar with our website where you can obtain all of that information on our website, you can set yourself up a.
[CUSTOMER][NEUTRAL] I try
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I did try that we tried it and we were not able to get into it so um that's why we were speaking with somebody last week about having that form emailed to me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Oh, OK, I can do that. Now, I will let you know that maybe the reason why you were not able to, were you able to get to the point where you can log into the system?
[AGENT][NEUTRAL] And such
[CUSTOMER][NEGATIVE] No, I was not able to create a user. It wouldn't let me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so when you do make sure that you use the policy number 100521 and use the email address that Mr. [PII] gave me his email address, and if it asks for the cell number, you may, I, I didn't have a cell number in my system, so maybe you might need that cell number. So, you know, and I'll be more than happy to email that to you. Um, give me one minute here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] The lady told us before it only lasted for we yeah we she got us on a 3 way call last week but it was only good for for 24 hours or for one day and we were trying to get the one that we we could, you know, if I had a question I could call y'all and you could talk to me.
[AGENT][NEUTRAL] Right, yeah.
[AGENT][NEUTRAL] OK. Give me, um, what is, um, the email address that I need to email this to?
[CUSTOMER][NEUTRAL] Um, can you email it to me instead of buddy because I can print it off and I have it go to my wife?
[AGENT][NEUTRAL] Yes, yes, I can email it to her since both of you are on the phone, um, but on that email address, you, uh, for us to email it to change it, you would have to let me know if you want me to change that to her email address and I can do that in the system. So, uh, [PII], would you?
[CUSTOMER][POSITIVE] I would, I would, yeah, I would like that, uh, she, she understands business better than I than I do.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, I get you, yes, yes, I understand. Um, what is, um, Mr. [PII], what is your email address?
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] OK, let me repeat that. I want to make sure I have that right. [PII]. Correct?
[CUSTOMER][POSITIVE] That is correct, yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And then also, um, now do you need a claim form as well?
[CUSTOMER][NEUTRAL] No, I have a claim form. I've got the um I've got a lot of this stuff. I'm still gathering up stuff from the doctors. um I do have this, um, I forget which pathology report.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, we do need that pathology report, yes. And I'm also in, in my email, um, I'm gonna include the instructions on how to log in to the system. And if, uh, Mr. [PII], would you like for me to change the email address in the, in our system to, to Mrs. [PII]'s um email?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Yeah, that would be fine yes ma'am.
[AGENT][NEUTRAL] Yeah. Now remember, whenever you do log in, you get able to get yourself set up into our system and the account, you will need to use her email address.
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] OK, so let me, I'm gonna update that and if you, OK, give me, would you, you wanna hold while I get these forms, um.
[CUSTOMER][POSITIVE] Yeah that'd be fine, yes ma'am. Mhm.
[AGENT][NEUTRAL] OK, give me just a few minutes while I get this. They keep changing all of this stuff on me, so.
[CUSTOMER][NEUTRAL] Yeah, yes, ma'am.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] On where to find these, so give me one minute.
[CUSTOMER][POSITIVE] OK, just take your time.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is it snowing where you're at?
[AGENT][NEUTRAL] Well, it has been, um, snowing. I'm actually, um, in the [PII] office and we do have, um, snow, we do have snow, so, yes.
[CUSTOMER][NEUTRAL] Yeah yeah we're in [PII] and it's it's snowing here. We never get snow. Yeah, we very seldom yeah. They, it's funny they told us that they told us to stay off the roads we can't drive in normal weather and we certainly can't drive in this. They told her to stay home and work work from home.
[AGENT][NEUTRAL] It's, is it still.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Is it, is it smell?
[AGENT][POSITIVE] Well, that's good though. It's nice to be able to work from home.
[AGENT][POSITIVE] OK, hold on, I'm, um, yeah, we, we get, this time we had snow. Usually we get ice, you know, but our last two snows were so good. I was so happy.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah we we enjoy it our our grandkids enjoy it for sure.
[AGENT][POSITIVE] Oh, yes, I do. It was it's a pretty snow. It's not a lot though. It'll be melted sun's already coming out.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEGATIVE] OK, I was just trying to log in to your, you know, to file, um, you know, set up an account, and this is the same error message I got last week. It says oops there seems to be a problem. No user was found with the information that was entered. Please try again.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and I'm entering his last name, OK.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] OK. And you entered his last name. Keep walking me through while I get these forms here.
[CUSTOMER][NEUTRAL] He
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, his social [PII], um, our zip which is [PII] and I put my email in I could change it to his I know you're in the process of changing that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, it, try it again. OK, so put your back.
[CUSTOMER][NEUTRAL] I'm gonna try with here. I put it.
[AGENT][NEUTRAL] OK, try with his.
[AGENT][NEUTRAL] I don't think it was gonna take it. Now, did it ask for the policy number?
[CUSTOMER][NEGATIVE] No, I never got that far. I'm having to set up a new new user.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Have you ever set up a user before?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, with y'all or with anybody?
[AGENT][NEUTRAL] No, with us.
[CUSTOMER][NEGATIVE] No, with y'all, no, definitely not, still not doing it, mm.
[AGENT][NEUTRAL] On our website, OK.
[CUSTOMER][NEUTRAL] On
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's still not doing it yet. I've put his in.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let you tell me which one I should maybe it'll link me to it.
[CUSTOMER][NEUTRAL] Well, it's gotta match the social security number right? but the user names got to be correspondent, right?
[AGENT][NEUTRAL] OK, let me, let me look at that. Um, what is your social security number? Let's make sure we get that updated.
[CUSTOMER][POSITIVE] OK [PII]. Yeah, that's correct.
[AGENT][NEUTRAL] OK, I think that's the problem. Hold on.
[AGENT][NEUTRAL] Let me, let me get my notes up. The, they don't have your social security number. They have your policy number as your social security number [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you want me to put that in there for our for his social? OK.
[AGENT][NEUTRAL] Let's, let's try.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Done and put who's whose email should I put in there?
[AGENT][NEUTRAL] Put his email, try his, I mean your email, try your email. What is that Social Security number?
[CUSTOMER][NEUTRAL] No, OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. I was gonna get that updated. OK, and um,
[AGENT][NEUTRAL] Mr. Mrs. [PII], what is your social? because I don't have that in our system either.
[CUSTOMER][NEUTRAL] OK, mine is [PII].
[AGENT][NEUTRAL] OK, cause I'm gonna have them update that, did that work by putting your policy number in there?
[CUSTOMER][NEUTRAL] It did.
[AGENT][NEUTRAL] OK, so you're able to get that far. OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm. No, you gotta put.
[AGENT][NEUTRAL] That was the problem. We do not, I'll have it up I'll have it updated in our system. I'll request them to update it um in our system, the Social Security, so you were able to get yourself logged in by using your email address.
[CUSTOMER][NEUTRAL] Yeah, I'm, I'm too, yeah, my email address and I'm, I'm to create an account so I need to, can I put it in my me as the username? It really doesn't matter at this point as long as you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, I don't believe it does. Um, you could try.
[CUSTOMER][NEUTRAL] But I wouldn't, I would like for her.
[AGENT][NEUTRAL] If you could pick your own, you could pick your username, you know, you're just choosing your own username, so yeah, you could do whatever you want.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] When you got this far.
[AGENT][NEUTRAL] OK, I'm gonna still looking for that. I gotta let me get back to getting that form here.
[CUSTOMER][NEUTRAL] OK, and I'm
[AGENT][NEUTRAL] While you're doing that?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So you, you're gonna go with your um.
[CUSTOMER][NEUTRAL] Email address right?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you'll be able, you should be able to review your policy too there.
[CUSTOMER][NEGATIVE] Should have done this on the iPad. It's much larger.
[AGENT][POSITIVE] Yeah, I understand, I agree.
[AGENT][NEUTRAL] And sometimes it's kind of.
[CUSTOMER][NEUTRAL] You make sure you get the back there.
[CUSTOMER][NEUTRAL] We, OK.
[CUSTOMER][NEUTRAL] I'm gonna use your primary phone buddy because that's what you gave her. OK, yeah, 601-66 yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 660 1080.
[CUSTOMER][NEUTRAL] Text message found saying, OK, fine.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Ok let's see here.
[CUSTOMER][POSITIVE] OK, I've successfully created an account we're in.
[AGENT][NEUTRAL] OK, so now there you can go ahead and look for that form that you need.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Review policy documents. Welcome. I think it's gonna make me log in again.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And I did.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] What you did.
[CUSTOMER][NEUTRAL] I didn't spell my name right. Oh my goodness.
[CUSTOMER][NEUTRAL] OK, yeah, hello [PII], you can receive claim status updates.
[CUSTOMER][NEUTRAL] Let's see any of your 10 digit phone number to receive updates I think we'll do that.
[CUSTOMER][NEUTRAL] Set up a direct deposit here we go verification code is what? [PII].
[AGENT][NEUTRAL] And you can file your claims there and everything.
[CUSTOMER][NEUTRAL] 559594.
[CUSTOMER][NEUTRAL] 715594
[AGENT][NEUTRAL] Now, I am going to go ahead and send this to you, but now that email will come from the care team. Oh, it didn't say. I must have did something hold on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] I do want to
[CUSTOMER][POSITIVE] Direct deposit definitely.
[CUSTOMER][NEUTRAL] Go get your old account checkbook.
[CUSTOMER][NEUTRAL] Never mind, where's my white bag? No, my white bags right there.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I don't see it.
[CUSTOMER][NEUTRAL] Did
[CUSTOMER][NEUTRAL] Does he need to check anything to make sure he got that form?
[AGENT][NEUTRAL] Um, I have just sent that email to you.
[CUSTOMER][NEUTRAL] To to Deb show based or.
[AGENT][NEUTRAL] Just now.
[AGENT][NEUTRAL] I sent it to your email.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's to, to Mrs. [PII]'s email.
[CUSTOMER][NEUTRAL] OK, no, to my email, honey.
[CUSTOMER][NEUTRAL] She said to me
[CUSTOMER][NEUTRAL] I'm gonna go get the checkbook.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] I sent it to Mrs. [PII], yes.
[CUSTOMER][NEUTRAL] Miss mister or mis mister OK.
[AGENT][NEUTRAL] Yours, [PII]'s, yes. Uh, yeah, yes, it did.
[CUSTOMER][NEUTRAL] Mine it did go to my email, OK.
[CUSTOMER][NEUTRAL] Alright, let me see if I can get to it.
[CUSTOMER][NEUTRAL] Make sure it's there.
[CUSTOMER][NEUTRAL] I get so many emails.
[CUSTOMER][NEGATIVE] And they're all junk.
[AGENT][NEUTRAL] Oh, I know. I get it. It should come from [PII], that's my name.
[CUSTOMER][NEUTRAL] It I see it right there. I do see it release of information form uh touch form.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, we will download that form.
[CUSTOMER][NEUTRAL] Actually I probably need to just send it to my work address. Does it need to be printed? Probably.
[AGENT][NEUTRAL] Yeah, you can, you can, if you can, um, you have, you save it as a PDF and you could probably sign it right there or he can sign it.
[AGENT][NEUTRAL] I mean you can print it and then upload it, but it's up to you how you wanna do that. But you, he can, you know, a lot of times you can fill it out as as a PDF if you're familiar how to do all of that you can sign it that way or.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Yeah, I see. Yeah, it sure will. It'll let me do that, so we'll do that when we, when I don't have you on the phone, you don't wanna.
[AGENT][NEUTRAL] And then then I right and yeah, and then you can just save it and then uh upload it into the system, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You, you can if you, you can email it back to the care team underneath my name instead of directly to me, any kind of correspondence, go to the care team and it's right under my name at [PII] or you could go ahead and send it to me, but a lot of times I normally don't, you know, I, I'm just helping out on the phones today, so.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Any kind of
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] But yeah, man, my name is [PII]. You can always, if you have any other questions, you know, I'll be more than happy to help you. Um, and once you get, but we do need that claim form completed and the pathology report. We always need the detailed itemized bills.
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] And we will need um Medicare summaries along with those bills.
[AGENT][NEUTRAL] And I believe you, you, you can also on that website, you can file those, upload everything and file it online. Um, you can also look at your policy online.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, if you would like to, but we don't, uh, I'll have to have, I'm gonna have, and what I'm gonna do is I'm gonna have them to change the Social Security numbers. Looks like we don't have the policy in your in the system, so I'm gonna have them to upload that policy into the system so you can review that online.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, is there anything else I can help you out with, Mr. [PII]?
[CUSTOMER][POSITIVE] I think we are good now I'm trying to.
[AGENT][POSITIVE] OK. Well, you have a wonderful day and feel free to give us a call if you have any, any problems or any other questions. OK. Well, thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, thank you so much for your help.
[AGENT][POSITIVE] Oh, my pleasure. Both of you have a wonderful day. Thank you for calling American Public Life.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][POSITIVE] You're welcome. Goodbye.
[CUSTOMER][POSITIVE] OK, thank you.