AccountId: 011433970860
ContactId: 27ac4dfa-ed95-46a7-babc-7bfd622167fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 339200 ms
Total Talk Time (AGENT): 176812 ms
Total Talk Time (CUSTOMER): 121037 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/27ac4dfa-ed95-46a7-babc-7bfd622167fd_20250117T16:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Yes, [PII]. My name is [PII], and um I have a cancer policy, and I had called last week to get forms like to send, to bring to my doctor, or not last week, last month, and I haven't received those.
[AGENT][NEUTRAL] So, I can assist you with that. Can I please have your um callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] May I have your policy number?
[CUSTOMER][NEUTRAL] 02559280
[AGENT][NEUTRAL] Can you please verify your date of birth, address, and email address, please?
[CUSTOMER][NEUTRAL] [PII], my address is [PII] and my email is [PII].
[AGENT][NEUTRAL] Did you check with your spouse to see if they received the um the the stuff via the email?
[CUSTOMER][NEUTRAL] I have not, but he, I mean, he hasn't said, because it was supposed to come in the mail, because I wanted a, like a form. Yeah.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK, cause um it looks like, let me look at the notes. Hold on one moment.
[CUSTOMER][NEUTRAL] And then also,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Update and claim form and bank draft.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright [PII], I can assist you with that. It looks like per the notes um it was sent to his um email address. That's the email address we have on file. We're not able to change any emails because he is the um insured.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] So he needs to change his email address because it's different.
[CUSTOMER][NEUTRAL] Does he need to tell you that right now?
[AGENT][NEUTRAL] So the email address.
[CUSTOMER][NEUTRAL] Cause he didn't have access to the school. Yeah.
[AGENT][NEUTRAL] No, it's not a school email, at least it's a [PII]. I'm not sure what his school email is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. What one do you have?
[AGENT][NEUTRAL] Can you verify your email address for him?
[CUSTOMER][NEUTRAL] Yes, just a second. I think it's [PII], what's your email? [PII].
[AGENT][NEUTRAL] Yes, that's the email address we have on file. So that's where those documents went to. I can um have one submitted and sent through the mail. You say that you need these forms for your doctor to fill out. Why would your doctor need to fill these forms out?
[CUSTOMER][NEUTRAL] plans
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEGATIVE] It's a form to state that uh on the cancer that I do have cancer.
[AGENT][NEUTRAL] But that's not a requirement.
[CUSTOMER][NEUTRAL] That form.
[CUSTOMER][NEUTRAL] Or what is then?
[AGENT][NEUTRAL] That's
[AGENT][NEUTRAL] OK. So,
[AGENT][NEUTRAL] Have you gone online to um look at the claim form?
[CUSTOMER][NEGATIVE] No, but I just couldn't print it off.
[AGENT][NEUTRAL] OK. So, OK, let me explain how the cancer policy works. What's the documents. All right. So, uh, first off, the um you can um
[CUSTOMER][NEUTRAL] That's why I was calling to have it sent.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] View online the claim form and also on page one of the claim form, it tells you what we do need. On the claim form is um 4 pages long, um, the first page you would fill out, and the third page you would sign.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's the only thing. What you would need to get from your provider is a pathology report, first diagnosing cancer. That is how you submit your documents to prove to us that you have a positive diagnosis of cancer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So you just need the pathology report. And also, um, is there a form to fill out? I think it's coming out of my Happy State Bank account, and I wanted to come out of a different account.
[AGENT][NEUTRAL] OK, so I can get you over to customer service, um, you would change your banking bank draft information with them.
[CUSTOMER][NEUTRAL] OK, and you know what? I'll call back and do that this afternoon, but I would just need customer service.
[AGENT][NEUTRAL] Yes, yes, um, you've reached the claims department, but they will be the ones that would um be able to assist you with um changing how your premium, yes, your premium, but, um, yes, I'll go ahead on and have them submit to you a claim form.
[CUSTOMER][NEUTRAL] Changing that. OK.
[CUSTOMER][NEUTRAL] I paid.
[AGENT][NEUTRAL] And then um you can go online to just view it and it tells you on the claim form what is required like for first diagnosing the cancer. Uh, Shand, is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that's very helpful. I appreciate it. Thank you so much.
[AGENT][POSITIVE] You're so welcome, thank you so much for calling ATL. You have a great day bye bye.
[CUSTOMER][NEUTRAL] You too, bye.