AccountId: 011433970860
ContactId: 321fa795-811a-49c2-a36f-9b828c672723
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 283309 ms
Total Talk Time (AGENT): 151521 ms
Total Talk Time (CUSTOMER): 128824 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/321fa795-811a-49c2-a36f-9b828c672723_20250204T17:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hello, hello, this is [PII] and I have a question, um.
[AGENT][NEUTRAL] OK, before you start, Ms. No, before you start, let me have your phone number just in case we get disconnected.
[CUSTOMER][NEUTRAL] On a client
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Get the OK [PII].
[AGENT][NEUTRAL] All right. Do you have your policy number, please?
[CUSTOMER][NEUTRAL] Uh yes ma'am. I said I have a new number. Hold on just a minute.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh I do get it.
[CUSTOMER][NEUTRAL] Oh God, OK.
[CUSTOMER][NEGATIVE] There issue um.
[CUSTOMER][NEUTRAL] 2558358
[AGENT][NEUTRAL] All right. Ms. No, verify your date of birth and your mailing address for me.
[CUSTOMER][NEUTRAL] OK [PII].
[CUSTOMER][NEUTRAL] And my address is [PII].
[AGENT][NEUTRAL] All right. And what about your email address?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you for that information. Now, how can I help you today?
[CUSTOMER][NEUTRAL] OK. The problem is, is I normally, I'm taking uh letrozole, that cancer medicine, and I send this in every year just a copy of what I get from the.
[CUSTOMER][NEUTRAL] Uh, drugstore, Walgreens, and but I have to have a claim form.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] You know, send a claim form too, I guess, but I think the one that they printed out for me is not the right one. Can you tell me which one I need to put with this?
[AGENT][NEUTRAL] It should say cancel it at the top it should say cancel claim form. What does it say at the top of yours?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK, this says claim cancer claim form, but it doesn't look like it. They must have changed this too, uh, it did look.
[AGENT][NEUTRAL] Yeah, we have, we have changed our claim forms. Yes, ma'am. We have changed our claim forms. Let me bring up one for you and tell you what it will say at the bottom of it. Give me one sec to pull up the cancer claim form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK. Cancer, cancer claim for here it is right here.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And now go ahead.
[AGENT][NEUTRAL] OK, and it's going on the first page it's gonna be the instruction. Cance claim form to give you instructions on what you need if you're filing a claim, you know, depending on what type of claim you're filing. And down at the bottom, does it say, down at the bottom where it says claim form, it's gonna see CL form cancer-1222. I that's what it say?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, yeah. Mhm. 122.
[AGENT][NEUTRAL] Yeah, that's, that's the claim form. Uh, that's our claim form, yes, ma'am. So all you do is fill out the, fill out the top part of the, the claim form if you're not doing any consultation, which is not because it's a it's a pharmacy medicine, you're gonna sign and date it and attach your uh claim that you want to be submitted with this claim form to our office. Yes, ma'am. That's all you have to do.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So just sign it and date it and put it with this form here so all I do is fill out the.
[AGENT][NEUTRAL] Uh-huh, but you know, yeah, fill out the top part about the insured. Your name, your address, your date of birth, fill out that part. Go down to the bottom, sign and date it and send in your information with that claim form. Yes, ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And that's it, OK, and then we send it to.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] It's on the first page of our address down at the bottom, right above where I told you to look to see what kind of form you had. The address and our fax number is on that claim form.
[CUSTOMER][NEUTRAL] They had always
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So that's who you're gonna send it to right there. I can scan it. I can't fax it. I'd have to mail it because our, we don't have to we have to. Oh, and we can't scan it to you then I guess not.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, so are you just, the address is on it.
[CUSTOMER][NEUTRAL] Uh, can we
[AGENT][NEUTRAL] No, you can't email it. No, ma'am. All claims have to be faxed or uh uploaded on our system or they have to be mailed in.
[CUSTOMER][NEUTRAL] OK, so we'll just, OK.
[CUSTOMER][NEUTRAL] OK, got you. OK, all right, we'll do it then. OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Anything else I can help you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] No baby you did wonderful.
[AGENT][POSITIVE] All right. Well, you have a great day, Ms. No, and thank you for calling American Public.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] You're talking to an old lady that doesn't know anything about anything here computers that way.
[AGENT][POSITIVE] Well, just look, we'll be glad to live to get to be old. That's, that's what matters. We're still here. Yeah. All right. Thank you, [PII]. Bye-bye.
[CUSTOMER][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] All right.