AccountId: 011433970860
ContactId: 255a8480-8698-4894-ab2c-3777d4a96024
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 986330 ms
Total Talk Time (AGENT): 434386 ms
Total Talk Time (CUSTOMER): 253868 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/255a8480-8698-4894-ab2c-3777d4a96024_20250625T18:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, Ms. [PII], my name is [PII]. I'm calling to check on my uh.
[CUSTOMER][NEUTRAL] The cancer benefits.
[AGENT][NEUTRAL] OK Mr. [PII], I can help you with your benefits. May I please get your callback number, sir, just in case our call is disconnected.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then what is your policy number, sir?
[CUSTOMER][NEUTRAL] Uh, oh, now that I don't know. I got it through my, uh, job for ID.
[CUSTOMER][NEGATIVE] They didn't give me the policy number.
[AGENT][NEUTRAL] OK, can I get your social?
[AGENT][NEUTRAL] If you give me your social, it'll pull it in for us.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, OK, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me look you up real quick sir.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Mr. [PII], can you uh verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then I'll also need for you to please verify your address, phone number, and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] OK, uh.
[CUSTOMER][NEUTRAL] Address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then go ahead.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Email address is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then also your cell phone number.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you. I appreciate you verifying your policy for me, Mr. [PII]. You said you wanted some information about your cancer policy. How can I help you today?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, ma'am. I was, uh, just recently, uh, diagnosed in the very early stage of prostate cancer.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And so I'm getting ready to start uh the radiation treatment uh here pretty soon so I'm trying to see what are uh what are my benefits.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me look real quick for you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me pull up your policy. That would be easier for me to read the policy to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] So I can give you your benefits.
[AGENT][NEUTRAL] It's gonna be just a moment while the computer pulls it in for us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, I've got it pulled up. Let me go to the correct page for you.
[AGENT][NEUTRAL] OK, and this is just to verify your benefits. It's not a guarantee of payment, um.
[AGENT][NEUTRAL] You have uh a cancer benefit plan for radiation therapy, chemotherapy, and immunotherapy. Maximum per covered person per 12-month period is $20,000.
[CUSTOMER][NEUTRAL] 20,000
[AGENT][NEUTRAL] For, yes, sir, for your radiation.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that's what I'll be starting that um pretty soon, the radiation treatment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir. And then, um, you also have
[AGENT][NEUTRAL] Your first occurrence benefit?
[AGENT][NEUTRAL] So when you file your claim, you'll need your pathology report.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, your first occurrence benefit for cancer is $10,000.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you signed up for our
[CUSTOMER][NEUTRAL] And how to stop.
[AGENT][NEUTRAL] Are you signed up for our online service center?
[CUSTOMER][NEUTRAL] Say again.
[CUSTOMER][NEGATIVE] Uh, I don't believe so.
[AGENT][NEUTRAL] OK, let me go in here.
[CUSTOMER][NEUTRAL] I I get that that.
[AGENT][NEUTRAL] Um, if you can give me your personal email address and not your work email address, let me, um, update your.
[AGENT][NEUTRAL] To your personal email address and then I'll give you the website to go to to sign up for the online service center.
[CUSTOMER][NEUTRAL] Oh, OK, my personal email address is [PII].
[CUSTOMER][NEUTRAL] [PII] R.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and that was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me get that updated for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] OK, and the website that you need to go to to file your claims is secured, it's [PII] D.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So
[AGENT][POSITIVE] [PII]
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And when you go in there, you're gonna sign up as a new, you're gonna create a new account and you're gonna use your email address.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] To sign up with?
[AGENT][NEUTRAL] And then you'll choose a password.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And when you go in there you're gonna file a claim and you're gonna pick a traditional, it'll ask you if you want a wellness or traditional, you're gonna choose the traditional claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then, um, you'll go to claims and forms.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you'll choose the cancer claim form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That very first page of the cancer claim form tells you everything that you need to send in with your claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That way you'll have all of your documents, um, and that's the file online if you um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's uh
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] If you decide you don't want to do it online, I can give you a fax number to send all your documents into.
[AGENT][NEUTRAL] If you would like that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That is
[CUSTOMER][NEUTRAL] Yes, let me have that.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then we also have a mailing address if you would like that also.
[CUSTOMER][NEUTRAL] Uh, the fax and the uh.
[CUSTOMER][POSITIVE] Was easier.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][POSITIVE] And faster.
[AGENT][NEUTRAL] Yes, sir. It is. Yes, sir.
[CUSTOMER][NEUTRAL] Yeah, cause I know the postal service, it, it takes, it'll take some days.
[AGENT][NEUTRAL] It does take a while, snail mail.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[CUSTOMER][NEUTRAL] And so once I file the claim and it's approved and everything, uh.
[CUSTOMER][NEUTRAL] How will the money be distributed? How will it be paid out? Would it pay directly to me or to?
[CUSTOMER][NEUTRAL] The doctor's office.
[AGENT][NEUTRAL] Uh, in that, in the.
[AGENT][NEUTRAL] Right, in that online service center?
[AGENT][NEUTRAL] If you put your banking information and choose to have it direct deposit.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It'll direct deposit it right to your bank account for you, otherwise you would receive a check.
[CUSTOMER][NEUTRAL] Oh OK, OK, I'll do that.
[CUSTOMER][NEUTRAL] And how often is that uh deposited? Is that monthly, weekly, biweekly, or what?
[AGENT][NEUTRAL] Well, once you receive your, your claim, it can take up to 15 days to process your claim.
[CUSTOMER][NEUTRAL] In
[AGENT][NEUTRAL] And once the claim is finished processing then they would direct deposit that to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, depending on how often you send in a claim.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[CUSTOMER][NEUTRAL] So would I have to do a claim, uh, monthly or biweekly or what?
[AGENT][NEUTRAL] Well, that's gonna be up to you on um what is sent in on how often you're seen if you wanna do it every time you're seen or if you wanna uh get a couple of them and then do like 2 or 3 at a time, that's all dependent upon you on how often you want to file your claim.
[CUSTOMER][NEUTRAL] Claim, oh, OK, got you, OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] So the um for the radiation is 20,000, right?
[AGENT][NEUTRAL] Right, for per year.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Per per year.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And 10,000.
[CUSTOMER][NEUTRAL] Uh first time occurrence.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] And then you have other um benefits if you'd like for me to give you those, um.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK yeah.
[AGENT][NEUTRAL] You also have um your, your uh follow-up diagnostic testing. You get 1 test per covered person per calendar year that pays $100.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then you also have per test up to maximum of one test per covered person per calendar year for medical imaging.
[AGENT][NEUTRAL] It pays $500.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that will also help you.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] Uh, let's see, see if there's anything else in here I can see that can help you.
[AGENT][NEUTRAL] Mm, you have uh, an additional benefit, an additional rider for heart attack or stroke?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Which, um, you, that's just a separate rider that you have that pays $10,000 if you have a heart attack or a stroke.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] Uh, that's pretty much your benefits, um.
[AGENT][NEUTRAL] If you have to have surgery.
[AGENT][NEUTRAL] Per surgery is $25.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK my number.
[AGENT][NEUTRAL] Um, let me see if you have any, um, travel expenses. Let me check for you.
[AGENT][NEUTRAL] I'm looking real quick.
[AGENT][NEUTRAL] Are you gonna be traveling more than 50 miles to go and have your treatments done?
[AGENT][NEUTRAL] One way
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] About 15 miles.
[AGENT][NEUTRAL] Oh, OK, so your travel would not fall into place then.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] OK, well, is there anything else that I can um help you with before we go or any other questions you may have for me that I can help you with?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, so, so that travel, that's.
[CUSTOMER][NEUTRAL] A total of 30 miles that's a round trip, uh, so it wouldn't fall into that category, right?
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] together.
[CUSTOMER][NEUTRAL] So the
[CUSTOMER][NEUTRAL] That 20,000 the first time be 10,000 then uh 20,000 per year, right?
[AGENT][POSITIVE] Yes, sir. That's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is that uh
[CUSTOMER][NEUTRAL] No, that's in increments, right, the 20,000.
[AGENT][NEUTRAL] For your, for your radiation, it'll pay up to $20,000 a year, and yes, each time that you file a claim, it'll deduct from that amount when the claim is paid.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Pay, oh, OK, got you.
[AGENT][NEUTRAL] But that first occurrence benefit is a lump sum benefit.
[CUSTOMER][NEUTRAL] 0 10,000.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][POSITIVE] Oh OK then I should thank you for your assistance. Let me see that.
[AGENT][POSITIVE] Well, you're very welcome and if you find that you need further help, please feel free to pick up the phone and we'll help you all we can.
[CUSTOMER][POSITIVE] Oh OK, thank you so much and your name again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Yes, ma'am. Yes, sir.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] Alright, thank you Miss [PII] you have a great day.
[AGENT][POSITIVE] You too, Mr. [PII]. You have a wonderful day also. We thank you for calling APL.
[CUSTOMER][POSITIVE] All right thank you bye bye.
[AGENT][NEUTRAL] Bye-bye, sir.