AccountId: 011433970860
ContactId: 1619ce39-eccd-42a1-9c1d-69df9a89b69f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 846900 ms
Total Talk Time (AGENT): 343343 ms
Total Talk Time (CUSTOMER): 456026 ms
Interruptions: 9
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/1619ce39-eccd-42a1-9c1d-69df9a89b69f_20250507T22:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I am just trying to make sure that I didn't miss filing a claim on a policy that I had and didn't know I had.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that's fine. I can help you with.
[CUSTOMER][NEUTRAL] I had, I had two cancer policies and uh my husband had prostate cancer, um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I wanna say a year, uh, maybe a year before last, but I just want to see if I, so what do you need from me? I'm trying to find the other name of the other company.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, um, first.
[CUSTOMER][NEUTRAL] Uh tell me what you need.
[AGENT][NEUTRAL] Yes ma'am. First, can I get your name and your callback number?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is your phone number just in case the call's dropped?
[CUSTOMER][NEUTRAL] And my phone number is.
[CUSTOMER][NEUTRAL] OK, that that would be my cell phone [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII], and then can you please give me your policy number?
[CUSTOMER][NEUTRAL] Um, where would that be on here?
[CUSTOMER][NEUTRAL] Policy number.
[AGENT][NEUTRAL] Am I saying member ID?
[CUSTOMER][NEUTRAL] It's not on my.
[CUSTOMER][NEUTRAL] Mm, I'm looking at my enrollment form, uh, what would it be on?
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] Do you have your policy certificate?
[CUSTOMER][NEUTRAL] I don't see it. I just have a.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] Um, I probably shouldn't have called today because I am not ready for any answers.
[AGENT][POSITIVE] It's OK. That's OK. Don't worry.
[AGENT][NEUTRAL] I'll look it up with your social. Can you give me your social?
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] I mean, wait a minute, girl I'm giving you my phone number. Would it be on my be in my name or my husband's social?
[CUSTOMER][NEUTRAL] It would be under me since it's in my my name correct?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me look you up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII], I think I have found you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Mine is [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your address, phone number, and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And your email address, please?
[CUSTOMER][NEUTRAL] Uh, I'll use my phone [PII].
[AGENT][NEUTRAL] OK, it looks like we have your um work email address.
[CUSTOMER][NEUTRAL] Uh, what, uh, [PII], uh, what do you have?
[AGENT][NEUTRAL] The independent school district.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Oh well they that address is no good anymore because we have torn down that building.
[AGENT][NEUTRAL] OK, let me get a good email address and I'll, yes. What would you like for it to be?
[CUSTOMER][NEUTRAL] So you need the new address?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] My email address?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Or my
[CUSTOMER][NEUTRAL] So what do I have my school email?
[AGENT][POSITIVE] Yes, and I'll replace it with a good one for.
[CUSTOMER][NEUTRAL] Is that what I have [PII].
[CUSTOMER][NEUTRAL] No, you can use that one [PII].
[AGENT][POSITIVE] OK, yes ma'am, yes ma'am, that's the one that we have.
[CUSTOMER][NEUTRAL] Is that what you have?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right. Let me get your rest of your policy so that I can help you.
[AGENT][NEUTRAL] And you're just wanting, are you just wanting to know the dates the policy was active so that you know if you need to file a claim? Is that what you're calling about on your previous policy? OK, your previous policy was effective from [PII].
[CUSTOMER][POSITIVE] That's correct, yes ma'am.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And then you got a new policy.
[AGENT][NEUTRAL] And that policy is effective from [PII]. It's paid to date and current.
[CUSTOMER][NEUTRAL] OK. And uh he got, he received, um he was on chemo and radiation. He went to the City of [PII] in [PII] uh.
[AGENT][NEUTRAL] Do you know when? Was it before September?
[CUSTOMER][NEUTRAL] Let me see when was he diagnosed.
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] When did he get diagnosed?
[CUSTOMER][POSITIVE] I'm pretty good about writing that down.
[CUSTOMER][NEUTRAL] Uh, I'm looking at the policy that the file that I filed a claim on.
[AGENT][NEUTRAL] Looking, looking at the first policy that you had from [PII], I'm not showing that he was covered under that policy.
[AGENT][NEUTRAL] That was just an individual policy for yourself.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so he wasn't on the policy and then I added him to the policy?
[AGENT][NEUTRAL] Yes, you added him to the new policy.
[CUSTOMER][NEUTRAL] Oh, that was in.
[CUSTOMER][NEUTRAL] In [PII].
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Uh, no, ma'am. This policy effective date is [PII] and is current.
[CUSTOMER][NEUTRAL] And he had cancer in [PII] as well.
[AGENT][NEUTRAL] OK, so anything.
[CUSTOMER][NEUTRAL] He wasn't cleared until last year.
[AGENT][NEUTRAL] OK, so anything from [PII] till present?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You can file claims for that, but you're going to need the pathology report, the first report of um diagnosis of cancer. You'll need to send in your pathology report for him. Good, good deal.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I do have that.
[CUSTOMER][NEUTRAL] I have that right here, prostate biopsy report is that?
[AGENT][NEUTRAL] This is gonna be the pathology report that comes from.
[CUSTOMER][NEUTRAL] This is what we, yeah.
[AGENT][NEUTRAL] The doctor, um, the first diagnosis of cancer.
[CUSTOMER][NEUTRAL] Yeah, this came from the doctor.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then, um, we, he decided not to get um taken care of here in [PII], so we flew to [PII]. Yeah, we go there and get treatments and he's still doing that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so what I, I'm going, are you signed up for the online service center?
[CUSTOMER][NEUTRAL] I don't know what I didn't even know I had it until I started reading, uh, getting ready for my consolidating to do my new benefits and then I was like, wait a minute.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] This one's name is on this one for $26.
[AGENT][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] And it went in effect [PII] or [PII] like you said.
[AGENT][NEUTRAL] Yes ma'am. OK, so I'm gonna give you a wait, a website to go to.
[AGENT][NEUTRAL] And you can file your claims also through this website you just upload them from your computer, all the documents that it needs.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm I just pulled up this APL cancel claim forms.
[AGENT][NEUTRAL] OK, so it
[AGENT][NEUTRAL] Yes, that's what you'll need to fill out. You'll need to fill out that cancer claim form. That first page of the cancer claim form tells you everything that you need to send in.
[CUSTOMER][NEUTRAL] Is that what it is?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The first page pathology therapy, hormone, yeah.
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] It tells you everything you need to send in with your claim form.
[CUSTOMER][NEUTRAL] For medical care.
[CUSTOMER][NEUTRAL] OK, and OK, let me ask you this like the travel and the lodging, we had to pay at a discounted price like $64 a day.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And um at the end of his treatment we had to stay 14 days, so what do we need uh a receipt from our hotel as well?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Travel and lodging expenses, because they pay for um
[CUSTOMER][NEUTRAL] Uh, they pay for him, they pay for me 5 round trips, but after that, I wasn't covered to fly with them. I had to get my own ticket. So if they were paying for him to come and get the treatment, should I file the travel thing on that too?
[AGENT][NEGATIVE] Not the ones that they paid for just the ones that you guys had to pay out of pocket yourself.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Cause he's about to have to go back in June, but they, they pay for his traveling, but we have to pay for the lodging. That's one good thing that blessed us.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yes, ma'am. That is a blessing.
[CUSTOMER][POSITIVE] And um talking about some nice people. They are awesome down there. They are awesome.
[CUSTOMER][NEUTRAL] And uh he rang the bell last year, but he's still, now he's he's going through uh in July, he rang the bell I think in July.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] Um, but, and he's cancer free, but, um, now he has another problem. The radiation burned in his bladder.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] A hole in his bladder, so, um, now he has to go back for that checkup.
[AGENT][POSITIVE] Yes, ma'am. I'm so sorry. That's a lot.
[CUSTOMER][NEUTRAL] So I'm just, I'm just sitting here thinking.
[AGENT][NEUTRAL] That's a lot to go through.
[CUSTOMER][NEUTRAL] Yeah and so I just didn't think about it. I, I, I didn't, I didn't think about it now I did file on my signa and uh they paid one time but uh if I can send some stuff and all you can say is no.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right. Uh-huh.
[CUSTOMER][NEUTRAL] Yeah, so, because we have a medical bill right now for um it's our first bill with them for $2000 so maybe we can get that paid.
[AGENT][NEUTRAL] If you um if you want to go to the website that I was telling you about to sign up for it, it's a direct portal to your policy too um let me give you, let me give you that address, it's [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, what is that?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And you're gonna go in there the first time you're gonna sign up as a new user.
[AGENT][NEUTRAL] And then your second option you're gonna choose is you're an individual with an APL policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Individual.
[CUSTOMER][NEUTRAL] The APL.
[CUSTOMER][NEUTRAL] Policy, do I have a, do I need a policy number?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] I'll give that to you. Yes, ma'am. It's 252.
[CUSTOMER][NEUTRAL] Or can you give me that?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 631 5.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 252-631-5
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, all I can do is try because I keep bills.
[AGENT][NEUTRAL] Uh, yes, ma'am.
[CUSTOMER][NEUTRAL] I keep the bills, so I'll try that tomorrow. I'm about to leave work. What was your name?
[AGENT][NEUTRAL] My name is [PII], it's [PII]
[CUSTOMER][POSITIVE] Thank you so much, [PII] for looking looking it up for me.
[AGENT][POSITIVE] Well, Ms. [PII], you're very welcome and if you find you get in there and you need any more help, you just pick up the phone and call us, OK?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][POSITIVE] Yes ma'am, I sure will thank you.
[AGENT][POSITIVE] Thank you, you're welcome you have a wonderful night and thank you for calling APL.
[CUSTOMER][NEUTRAL] Mm right.
[CUSTOMER][POSITIVE] You too, and I don't know if you're a mother, but happy Mother's Day if you are.
[AGENT][POSITIVE] Well, thank you. I am. I have 4 kids and 10 grandbabies and happy Mother's Day to you too.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] I have, well, I had 3 sons and my, my last son just passed last year, the [PII] of the year. So, uh, I got 1 left. I had 3. So, but God still blessed me with 1 left. And he's been an angel since this but.
[AGENT][POSITIVE] Oh, I'm sorry.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yes ma'am, yes ma'am.
[CUSTOMER][NEUTRAL] Well thank you um hopefully I can get all this done and, and get it sent in and uh can you email it or, uh, because we don't have a fax here at work.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Would I have to do mail it in?
[AGENT][NEUTRAL] No, ma'am. Don't
[AGENT][NEUTRAL] You can do it through that website that I gave you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You can file your claim right in there, but don't email it because nothing is um secured through email and you've got a lot of private information that you're gonna be sending in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I will do that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] All right
[CUSTOMER][NEUTRAL] OK bye bye.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. Have a blessed night. Thanks for calling APL. Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Alrighty bye bye.