AccountId: 011433970860
ContactId: 2a573820-44cf-4c3b-ad3f-077b7d37c93f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 516770 ms
Total Talk Time (AGENT): 257144 ms
Total Talk Time (CUSTOMER): 128697 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/2a573820-44cf-4c3b-ad3f-077b7d37c93f_20250225T22:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. My name is uh [PII] and uh
[CUSTOMER][NEUTRAL] I had logged into the website. I, I can't find what kind of coverage I got on my cancer policies, um.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEGATIVE] I've just been diagnosed with cancer, kidney cancer.
[CUSTOMER][NEUTRAL] Yeah, I don't know. I want to see if that was covered or.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] OK. Yeah, absolutely. I'm sorry to hear that. Do you by chance have your policy number? I'm happy to look.
[CUSTOMER][NEUTRAL] No, I don't, uh, I was on the website. I didn't see. I can give you my social that help and.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I'm
[CUSTOMER][NEUTRAL] Give me 5 that I can go.
[CUSTOMER][NEUTRAL] I could get one OK it's [PII].
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] 04 1702
[AGENT][NEUTRAL] All right, thank you. Um, let me take a look by this, sir. Give me just one moment, let me see what I can find here.
[CUSTOMER][NEUTRAL] I guess I'm in the wrong side of the website. I don't know. I couldn't find my coverages. I mean, I see a whole bunch of stuff.
[AGENT][NEUTRAL] It may not give you the actual policy certificate, um, as far as like what's covered, it may just be, I believe it does tell you the different types of plans that you have with us, um, if you need to, yeah, file a claim.
[CUSTOMER][NEUTRAL] Yeah, it does.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, Mr. [PII], I believe I did find you. Uh, can you just verify with me, please, your uh date of birth and address?
[CUSTOMER][NEUTRAL] OK it's uh [PII].
[CUSTOMER][NEUTRAL] And like I don't know which one need a post office or a physical address.
[AGENT][NEUTRAL] Uh, let me take a look.
[AGENT][NEUTRAL] Looks like we have your PO box.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][POSITIVE] Alright, thank you so much.
[AGENT][NEUTRAL] OK, let me pull up this policy here and take a look. Give me just a moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right. Let's see.
[AGENT][NEUTRAL] OK, so, yeah, I mean, it looks like there's a lot of.
[AGENT][NEUTRAL] So the, the plan has um a lump sum benefit. So if you're diagnosed with an internal cancer, um there is a lump sum benefit that will pay out of $2500.
[AGENT][NEUTRAL] Um, it does, uh-huh, 2500. Um, there, it does pay for any sort of hospital confinement, outpatient facility, um, any sort of, it looks like cancer treatment at a center if you needed to have any sort of evaluation.
[CUSTOMER][NEUTRAL] 2500.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, pays for drugs and medicine.
[AGENT][NEUTRAL] Uh, you also, if you're receiving care and um the facility is over 50 miles, you can also get reimbursement for lodging and transportation.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, there's there's quite a few things on here it does actually cover if you would like it might be more beneficial for you and helpful if I um I can email you a copy of this and then that way you have that for your reference also.
[CUSTOMER][NEUTRAL] Yeah, I'm gonna have to get a lot of paperwork, right?
[AGENT][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Together to send in.
[AGENT][NEUTRAL] Yeah, um,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So what I can do, [PII] is first thing I'll do is I'll send you the policy certificate. That way you have a breakdown as far as exactly what's covered.
[AGENT][NEUTRAL] Underneath um the cancer plan.
[AGENT][NEUTRAL] And then I can send you a second email following that with the cancer claim form. Um, page one of that claim form is basically just instructions like it'll tell you if you're filing for like the first occurrence, exactly what you need. It'll tell you if you're filing for like a radiation or chemotherapy.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Um, what documentation is needed for that too, so it's pretty helpful.
[CUSTOMER][POSITIVE] OK, I appreciate it.
[CUSTOMER][NEUTRAL] Uh, let me give you my email address.
[AGENT][POSITIVE] OK, absolutely.
[CUSTOMER][NEUTRAL] So it's [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, so I will get those sent over to you. Do you have any other questions or concerns that you can think of at this time?
[CUSTOMER][POSITIVE] Well, I look forward to see what it was gonna cover, you know, sounds like a lot of different things I need to stay on top of.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] As far as getting paperwork, you know.
[CUSTOMER][NEUTRAL] So, alright, well that'll that'll work. I mean, I don't know.
[AGENT][NEUTRAL] And I
[AGENT][NEUTRAL] Yeah, and I will say um I mean if any of your providers are willing to um file the claims on your behalf, that's always helpful some will um so if you have any providers you can explain to them that you have this um for coverage that would take a lot.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Each provider has to have a different claim sheet.
[AGENT][NEUTRAL] Well, they would they would submit their own claims and they can do it electronically.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Um, so it would, it would take some, yeah.
[CUSTOMER][NEUTRAL] But they have an email address where they can.
[AGENT][NEUTRAL] Would take them off your plate.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, so there is an email address that they can send it to.
[AGENT][NEUTRAL] They can actually send the claims to us either um electronically we have like a payer ID or they can do it through fax or mail.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah, OK, alright, well, I'm just in stage one of this right now trying to figure it out.
[AGENT][POSITIVE] Yeah, absolutely. I understand.
[CUSTOMER][POSITIVE] Yeah, I appreciate your help, you know.
[AGENT][POSITIVE] No problem, [PII]. If you have any other concerns or questions, please feel free to reach out.
[CUSTOMER][POSITIVE] Alright thanks a lot.
[AGENT][POSITIVE] Mhm. You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.