AccountId: 011433970860
ContactId: 12e5aeaa-3611-4404-a3da-69e3a930e865
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 419640 ms
Total Talk Time (AGENT): 110788 ms
Total Talk Time (CUSTOMER): 237066 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/12e5aeaa-3611-4404-a3da-69e3a930e865_20250506T17:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]
[CUSTOMER][NEUTRAL] And I am a sister of [PII], who has a policy with you all, and she has, she had battled cancer 11 years ago and was cancer-free, but it's now real occurred. She's been on a track for 11, about 8 years, 9 years.
[CUSTOMER][NEUTRAL] But anyway, it's in her throat now, so.
[CUSTOMER][NEUTRAL] They sent her paperwork for her to file on her cancer policy.
[CUSTOMER][NEUTRAL] And in the
[CUSTOMER][POSITIVE] Back in the day, I helped her with all this because I took care of the insurance at my office.
[CUSTOMER][NEUTRAL] And on the claim form, I see where I have to send in ELBs and biopsy reports and pathology reports.
[CUSTOMER][NEUTRAL] And it says um.
[CUSTOMER][NEGATIVE] This is what I didn't understand about section A.
[CUSTOMER][NEUTRAL] That you don't feel that out?
[AGENT][NEUTRAL] OK, let me get the policy number first, [PII].
[CUSTOMER][NEUTRAL] It's not on her paperwork.
[AGENT][NEUTRAL] So that I can pull up, yeah, so that I can pull up her file.
[CUSTOMER][NEUTRAL] She can't talk with the tribe.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Well, it's [PII]. It doesn't list her uh account number on here. Someone brought it to me.
[CUSTOMER][NEUTRAL] So I, I don't have that policy number. I thought they would have put it on the.
[CUSTOMER][NEUTRAL] The letter
[CUSTOMER][NEUTRAL] But it's not on there.
[AGENT][NEUTRAL] 11 moment.
[AGENT][NEUTRAL] And what state does she?
[CUSTOMER][NEUTRAL] She thought that I could do it.
[CUSTOMER][NEUTRAL] [PII], uh, excuse me. [PII].
[AGENT][NEUTRAL] What's that?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you said it's a cancer policy that she has with us?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify her date of birth?
[CUSTOMER][NEUTRAL] I don't have any
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] I don't have anything yet to send in because she just got out of the hospital Saturday. They put a feeding tube in, so, cause she's not able to eat, she has a tumor on her voice box.
[CUSTOMER][NEUTRAL] I'm not able to have surgery.
[AGENT][NEUTRAL] OK, and so you're just wanting to go over the, the cancer claim form?
[CUSTOMER][POSITIVE] Yes, I take care of all that for her.
[AGENT][POSITIVE] OK, and give me a good phone number for you, [PII] in case we're disconnected I can call you back.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But it says on section 8 that you don't have to fill it out. It's an authorization that she signs and then puts her policy number in.
[CUSTOMER][NEUTRAL] So I didn't know if when I get everything from the doctors and the biopsy report, pathology report, and all that.
[CUSTOMER][NEUTRAL] If I have to have her sign that section A.
[CUSTOMER][NEUTRAL] It said it could delay if I sign if she signs that so I didn't understand that.
[AGENT][NEUTRAL] Yeah, she'll need to
[AGENT][NEUTRAL] Yeah she would need to sign that page, sign and date it.
[AGENT][NEUTRAL] Section E
[CUSTOMER][NEUTRAL] OK, so I'm section E.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK. I wonder why they said not to sign it that it could delay the.
[CUSTOMER][NEUTRAL] Process of it, so that's why.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] Well, it's, it's saying if you don't, if she doesn't sign it, it could delay the processing.
[AGENT][NEUTRAL] Of the claim.
[CUSTOMER][NEUTRAL] I could have misunderstood that, OK.
[AGENT][NEUTRAL] Yeah, OK
[CUSTOMER][NEUTRAL] Well, it says completing section A is not required. However, completing this section will reduce delays in processing. So yes, she signs it. OK. I didn't read for.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I love this girl.
[AGENT][NEUTRAL] And I see a notes that we sent uh a third party authorization uh because we do, you know, need to get her permission to speak for to speak with you on her behalf. Have has that been received? It was mailed to her home address.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] If it has, she has not sent it to me.
[AGENT][NEUTRAL] OK. Yeah, we will need that, [PII].
[CUSTOMER][NEUTRAL] And I'm not able to
[AGENT][NEUTRAL] So that we can put it in her file. OK.
[CUSTOMER][NEUTRAL] I'm not still
[CUSTOMER][NEUTRAL] OK. I know back 11 years ago when she was diagnosed with cancer and we thought we were gonna lose her. I took care of all that in my office on my computer.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] On file then, but since then probably I'm not, so, OK, well, I'll get that signed so I'll be able to speak with you.
[AGENT][NEUTRAL] You know, she'll need to fill it out.
[CUSTOMER][NEUTRAL] And we have a cousin
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] We have a cousin that needs to go on there also because my health's not the best.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm older than she.
[CUSTOMER][NEUTRAL] And she takes care of a lot of things as well, so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Do we need to have separate forms for each?
[AGENT][NEUTRAL] Yes, and it looks like there was one male. Is it [PII]?
[CUSTOMER][NEUTRAL] Oh, [PII]. OK, that's her. Yeah, she is our guardian angel. She's our cousin, but we call her our sister.
[AGENT][NEUTRAL] Yeah, but a form was also sent, um.
[CUSTOMER][NEUTRAL] So, OK.
[AGENT][NEUTRAL] Well, it was sent via mail to her to the address that's on file.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] And so she should have received about 2 or 3 of those third party authorization forms and looking at the notes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, well, that's great then I'll sign mine.
[CUSTOMER][POSITIVE] sign off on it when I get, you know, that one for me to speak with you as well cause I'm retired now and [PII] still works. She's a caregiver.
[CUSTOMER][NEUTRAL] And so
[CUSTOMER][NEUTRAL] I do in between
[AGENT][NEUTRAL] Yeah, so, so Ms. [PII] will have to complete the form and she would have to sign it giving permission to speak with you.
[CUSTOMER][NEUTRAL] So I
[AGENT][NEUTRAL] And who whomever else she chooses.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well, I will tell her that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Any other questions?
[CUSTOMER][POSITIVE] I appreciate this so.
[AGENT][NEUTRAL] You're welcome, [PII].
[CUSTOMER][NEUTRAL] I think that's all
[AGENT][POSITIVE] All right. You're welcome.
[CUSTOMER][POSITIVE] Thank you and you have a great
[CUSTOMER][NEUTRAL] How's the weather in [PII]?
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Oh, we got a lot of rain today.
[CUSTOMER][NEUTRAL] We had a, a little.
[AGENT][NEUTRAL] It's raining.
[CUSTOMER][NEUTRAL] Yeah, we're supposed to get a lot today and tomorrow, so.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] I appreciate you so much.
[AGENT][POSITIVE] Oh, you're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] All righty.