AccountId: 011433970860
ContactId: 225fc11c-9e7d-4db4-abde-a484998d109a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 335660 ms
Total Talk Time (AGENT): 173699 ms
Total Talk Time (CUSTOMER): 136067 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/225fc11c-9e7d-4db4-abde-a484998d109a_20250110T21:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] with whom am I speaking? How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII] in Burger Resources. I have a Mr. [PII] online. He is calling in reference to policy 104.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Hold on, hold on, hold on. [PII].
[AGENT][NEUTRAL] OK, and what's that policy number?
[CUSTOMER][NEUTRAL] 104774
[AGENT][NEUTRAL] That you went out
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] You went out, yes, you went out. What was that policy number again?
[CUSTOMER][NEUTRAL] 104.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 774.
[AGENT][NEUTRAL] OK, alright. OK.
[CUSTOMER][NEUTRAL] And he needs to um file a claim and does not have the documentation he needs to do so so he would, he would need a little help with that.
[AGENT][NEUTRAL] What type of claim is he trying to file?
[CUSTOMER][NEGATIVE] It's a C442 policy, so it's cancer.
[AGENT][NEUTRAL] OK. Can. OK. All right. Have you verified his information?
[CUSTOMER][NEUTRAL] Um, I, his wife, [PII].
[CUSTOMER][NEUTRAL] [PII] is the primary policy holder and he did verify her date of birth with me.
[AGENT][NEUTRAL] OK, I'll verify his information because we need to verify who's on the phone so you can go ahead and send over Mr. [PII]. Thank you.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Is this Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes, it is [PII]. How are you today?
[AGENT][NEUTRAL] Hi, I'm good and I hope you're well. I need you to verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what's your physical mailing address? I mean your PO box that we have, we have a PO box for you.
[CUSTOMER][NEUTRAL] OK, I have, uh, since closed that PO box and my mailing address is um [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, well, what's the PO box because I need to verify that I don't, that's what we have on file.
[CUSTOMER][NEUTRAL] Oh, yeah, yeah, it was, uh, [PII].
[AGENT][NEUTRAL] OK, and if you need to change that, the policyholder is the only one that can do that, Ms. [PII], OK? And do you happen, do you happen to know the uh email address that's on the account?
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII] uh
[CUSTOMER][NEUTRAL] Email [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. So I understand that you need to know how to file a cancer claim, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] What type of claim is, what type, is this skin cancer or internal cancer, malignant cancer?
[CUSTOMER][NEUTRAL] Pro pro pro prostate cancer.
[AGENT][NEUTRAL] OK, alright, so you will need to file um a cancer claim form. Those claim forms are located on our website of [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Under calling [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And you will also need to submit the pathology report that diagnosed the cancer.
[CUSTOMER][NEUTRAL] OK, now this has been a long time, this has been a long time ago and uh.
[AGENT][NEUTRAL] And all these
[CUSTOMER][NEUTRAL] And I, I don't have any of that information.
[AGENT][NEUTRAL] Oh, that's OK. And you, um, the instructions that I'm giving you are on page one of that claim form, OK, that you're gonna download and print, OK?
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] So you'll need the pathology report. You'll need an itemized bill.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] From the surgeon who performed the biopsy.
[AGENT][NEUTRAL] With procedure codes, dates of service.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And charge amounts.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and is it.
[CUSTOMER][NEUTRAL] And that's all on [PII].
[AGENT][NEUTRAL] That's all on that website [PII]. You go on the claim forms and you're gonna print and down download and print that cancer claim form. Page one gives you all the instructions on what you need to submit or review, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK, you can't just send me some forms. I, I don't have access to. I don't have access.
[AGENT][NEUTRAL] I can
[AGENT][POSITIVE] Oh, no problem. I can have it mailed to you. It's just gonna take time to receive it in the mail. I'll have it mailed to you, OK?
[CUSTOMER][NEUTRAL] But that
[CUSTOMER][NEUTRAL] That's fine. Just mail everything I need to me and mail it to.
[AGENT][NEUTRAL] OK. I'll mail you the cancer claim form.
[CUSTOMER][NEUTRAL] Mail it to uh, you ready?
[AGENT][POSITIVE] Yes, I'm ready.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. You're right. [PII].
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And spell uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's [PII].
[CUSTOMER][NEUTRAL] No, I'm sorry, [PII].
[AGENT][NEUTRAL] [PII], OK. [PII] and that's [PII]. OK, I have it, OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Yeah, thank you [PII].
[AGENT][POSITIVE] You're welcome. You take care of yourself, Miss [PII] [PII] and have a great day, OK? Thanks for calling APL.
[CUSTOMER][POSITIVE] OK. God bless you.
[AGENT][NEUTRAL] You same to you, sir. Bye-bye. Mhm.
[CUSTOMER][NEUTRAL] OK, bye bye.