AccountId: 011433970860
ContactId: 2b300c84-e39b-473a-b0c5-ec1769f91f99
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 942650 ms
Total Talk Time (AGENT): 375150 ms
Total Talk Time (CUSTOMER): 219385 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/2b300c84-e39b-473a-b0c5-ec1769f91f99_20250210T22:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Uh yes, ma'am. I have a cancer policy with y'all and I was just diagnosed. Tell me what I need to do to
[AGENT][POSITIVE] Yeah, absolutely.
[CUSTOMER][NEUTRAL] Put something in process.
[AGENT][POSITIVE] OK. Yeah, I'm so sorry to hear that. Do you have a policy number?
[CUSTOMER][NEUTRAL] Well, I, I, I can get real close.
[CUSTOMER][NEUTRAL] I don't know which one of these two it is. It's 633-189 or either 90.
[AGENT][POSITIVE] OK, let's try this and just see what we get here.
[AGENT][NEUTRAL] All right. And then if I could verify please what your first and last name is?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you so much, Miss [PII]. And then if I could please verify your date of birth and address.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the address is [PII], which we actually need to change.
[AGENT][NEUTRAL] And then
[AGENT][POSITIVE] OK, absolutely.
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] That was when I had started that project like Thursday or Friday of last week and I have a whole long list of things I've done and a whole long list of ones I haven't done.
[AGENT][NEUTRAL] Alright, so let's get that updated. What is the updated mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It's actually next door to the other address.
[AGENT][NEUTRAL] OK, [PII]. All right.
[AGENT][NEUTRAL] So, um, have you ever logged in online to any of your information, anything like that?
[CUSTOMER][NEGATIVE] No, ma'am, no ma'am. I'm really old school and that kind of thing frustrates me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Gotcha. No worries.
[CUSTOMER][NEUTRAL] So, no, I haven't.
[AGENT][NEUTRAL] OK, so claims can be filed then either in the US postal mail or they can be faxed you can do either one, the first thing that you need to submit a claim would be the claim form.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, I can send you the claim form either in your US postal mail to your new address, or we can email it if mail is better, then we can definitely mail it. You just let us know.
[CUSTOMER][NEUTRAL] Alright, first thing is which one of those policies is the cancer policy? 89 or 90?
[AGENT][NEUTRAL] Uh, the 89.
[CUSTOMER][NEUTRAL] 89. OK, I'm gonna make myself a note.
[CUSTOMER][NEUTRAL] So, uh,
[CUSTOMER][NEUTRAL] Sometimes I can get things through email and sometimes I don't, OK? So,
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] All right. Can we do both and then if I if I end up not being able to load it when I go in on my computer, then I'll know it's on its way anyway. Did that make sense?
[AGENT][POSITIVE] Mhm. Yes, ma'am, absolutely. We can do that. I just need an email from you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it's all lowercase [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And while we're on the phone, I want you to talk to me about what the benefits actually are. I took this out years and years and years and years ago, hoping I'd never have to use it for anybody, me or my husband and gosh knows, here we are, uh.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, so let's, um, I got the policy pulled up here.
[AGENT][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK. So,
[AGENT][NEUTRAL] It looks like the plan has um a 12 month period that it looks like it will pay for any sort of chemo or radiation therapy. It looks like in the 12 month period, the benefit maximum is 7500.
[AGENT][NEUTRAL] So that's the most, it looks like it'll pay in the 12 months for just the chemo or radiation.
[CUSTOMER][NEUTRAL] OK, how about surgery?
[AGENT][NEUTRAL] And then if you have.
[AGENT][NEUTRAL] Uh, let's let me scroll down here and see what the surgery benefits are.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Page 9.
[AGENT][NEUTRAL] OK, let me go down here, just one moment.
[AGENT][NEUTRAL] Lot of pages here.
[CUSTOMER][POSITIVE] Hey, listen, I get it. I do.
[AGENT][NEUTRAL] Yeah, let's see.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Do you have, so the way it breaks it down under surgery is um it gives different parts like, you know, if it were your eye, mouth, brain, skin, um, chest.
[CUSTOMER][NEUTRAL] Breast, it's breast, it's breast.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it, I mean that as of now, I mean there may be more to it, but as of now we know that.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] OK, so it shows for a simple mastectomy, the benefit amount is 400 and then.
[CUSTOMER][NEUTRAL] Oh my God.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] See, but you also have to Joanne, I was looking.
[AGENT][NEUTRAL] You have an intensive care policy too.
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][NEUTRAL] So that one might also, you know, cover some other cost. I was thinking, um.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] So, yeah, it looks like, let's see.
[AGENT][NEUTRAL] I mean, it breaks it down. I mean, they pay for like there's on the scheduled benefits page. There's also for the cancer plan like transportation cost, if you have to travel, uh, it's over 50 miles, you can submit transportation costs.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Can you, can you send me a copy of that? And I know that.
[AGENT][NEUTRAL] Yeah, that's what I
[AGENT][NEUTRAL] That's what I was just gonna say. I think it's better if you have an actual copy of this because.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm gonna ask another question, is there a lump sum benefit?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] That's actually what I was looking for like um uh.
[CUSTOMER][NEUTRAL] Cause I was, I was thinking there was a lump sum.
[AGENT][NEUTRAL] I know, yeah, some of our policies have like the first occurrence benefit and I didn't.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] See one let me see, I'll have to.
[AGENT][NEUTRAL] Radiation, I don't let me see first occurrence.
[CUSTOMER][NEUTRAL] Yeah, that was, I was.
[CUSTOMER][NEUTRAL] If you had asked me out, and I don't, I'm not a betting person, I'd bet that 100% that there was a first occurrence on it.
[CUSTOMER][NEUTRAL] Like I said, it's a lot of years ago.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Right. I haven't seen it yet. Let me do another.
[AGENT][NEUTRAL] Excuse me, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know how bad it is there, but here it can't decide what it wants to do. It was 80, well, in fact, probably not today but uh 2 or 3 days last week it was in the 80s here.
[AGENT][POSITIVE] Oh yeah, I'm, I'm in [PII] and it was the same here. It was like one day it was like 80 degrees and beautiful, and we were just, you know, loving it, and now today it's um overcast and I think we're supposed to get some snow and ice.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Oh my gosh.
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Alright, let me pull this other one and see. I haven't found anything yet on there, but.
[CUSTOMER][NEUTRAL] I'm gonna ask you another question. You, you, we're talking about 12 months with the $7500. Does it not cover after the initial 12 months?
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah, so it looks like it'll only cover radiation and chemo for that amount of time period after the 12 months if you were still receiving treatment. Yeah, it doesn't look like it covers anything past that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I thought maybe.
[AGENT][NEUTRAL] The intensive
[CUSTOMER][NEUTRAL] See, I was just sure
[AGENT][NEUTRAL] Care would have something more on it, but
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] And see I even know the number on that one. I knew what which one that one was.
[AGENT][NEUTRAL] Usually that first occurrence is on that first page there, but I haven't seen anything.
[CUSTOMER][NEUTRAL] That's one reason I kept it all these years is because I was sure it had a first occurrence on it.
[AGENT][POSITIVE] Pretty
[AGENT][NEUTRAL] Yeah, let's see. Um.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Maybe one of these other ones has it on there. Let me just double check and see.
[AGENT][NEUTRAL] OK, yeah, so there is a lump sum benefit. It looks like a $5000.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Alright, send me.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] And send me a copy of the policy, OK?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And we'll go from there.
[AGENT][NEUTRAL] OK, yeah, absolutely, so we'll get the form sent out to you. We'll get the, excuse me, the policy.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] Um, page one of the forms is complete instructions as far as it'll tell you like what you're filing for, like, you know, what you need to attach with it. So if you get to that point, if you have any questions or concerns please feel free to call us. We can always have a claims examiner go over with you and uh help if you need any help with that documentation, OK?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, is there anything else that I can help with here today?
[CUSTOMER][POSITIVE] No, you're good. Just send me a, a copy of the claim form and a copy of the policy and hey, we've done what we can do.
[AGENT][POSITIVE] All right. Yes, ma'am, that is on its way.
[CUSTOMER][POSITIVE] Thank you, darling.
[AGENT][POSITIVE] You're welcome. Have a nice day.
[CUSTOMER][NEUTRAL] You too bye bye.