AccountId: 011433970860
ContactId: 32a1d3e9-7ba4-4e1a-ab82-b009e01b5a16
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 452140 ms
Total Talk Time (AGENT): 234352 ms
Total Talk Time (CUSTOMER): 78241 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/32a1d3e9-7ba4-4e1a-ab82-b009e01b5a16_20250530T17:06_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] My name is [PII]. I just want to check on the status of uh thing I put in.
[AGENT][NEUTRAL] OK, I'm so sorry. I did not understand what you said. Could you please repeat all of that?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I'm gonna check on the status of a claim on file.
[AGENT][NEUTRAL] OK, you're the insured and you're wanting to check on claim status for yourself, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, sir. I can help you with that. And what is your name again?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, Mr. [PII], thank you. And your good callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Thank you, and your policy number, please?
[CUSTOMER][NEUTRAL] It's 256-030.
[AGENT][NEUTRAL] I'm so sorry, Mr. [PII]. I think we're missing a number. Could you please say that again because your voice cut out a little bit.
[CUSTOMER][NEUTRAL] That's right 2, that's, that's right, that's right 2.
[CUSTOMER][NEUTRAL] 56.
[CUSTOMER][NEUTRAL] 0030.
[AGENT][NEUTRAL] 0030. OK, thank you. One moment.
[AGENT][NEUTRAL] Mm, OK. So no, sir, that's, that's not the correct number. What is your full social security number, Mr. [PII], so that I can try and look up your information?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] OK, Mr. [PII], any information I do provide for you today will be a verification of benefits and not a guarantee of payment. So first off, if you will please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one that you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Thank you and lastly your email address and this is your work email it appears.
[CUSTOMER][NEUTRAL] The [PII].
[AGENT][NEUTRAL] OK, thank you. So Mr. [PII], your correct policy number is.
[AGENT][NEUTRAL] 256-6030. You were close.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, and the 26, OK.
[AGENT][NEUTRAL] Yeah, so it's 2 6s instead of 20s. So 2,566,030.
[AGENT][NEUTRAL] OK, so I do see that we received some information on [PII] for review and that is still in line for processing.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] So once the claim has been reviewed, Mr. [PII], I can see that you did opt in for text notification alerts, so you should receive a notification once that has been reviewed.
[CUSTOMER][NEUTRAL] Alright, thank you, ma'am. So it's about 7 to 8 days from now.
[AGENT][NEUTRAL] Yes sir, it's, it's typically um about 10 to 14 business days on this type of claim.
[CUSTOMER][POSITIVE] OK, thank you again.
[AGENT][POSITIVE] Well, you're very welcome. So is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] Oh no, ma'am. I can take my portal for it too, right?
[AGENT][NEUTRAL] You can, uh-huh. Like I said, you should receive a text alert once it's been processed. Now, when you receive that text alert, Mr. [PII], you may not be able to log in and see the status at that point simply because you would get that alert before it officially goes through the overnight processing, but if you get a text alert and you log in and don't see the status, then just give us a call and we can give that to you.
[CUSTOMER][NEUTRAL] OK, another thing I'm gonna ask you how much do I have left for the year?
[CUSTOMER][NEUTRAL] To you for bills and stuff.
[AGENT][NEUTRAL] OK just one moment.
[AGENT][NEUTRAL] OK. So, um, this appears to be the same information as the last time you and I spoke regarding this, um, as far as your chemo.
[AGENT][NEUTRAL] And radiation.
[AGENT][NEUTRAL] An immunotherapy benefit, your max for 12 month period is $20,000. And of that to date, as of now, before whatever you have submitted has been reviewed, you had used $14,790 of that benefit.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it does appear that
[AGENT][NEUTRAL] You have used your diagnostic, your imaging benefits.
[AGENT][NEUTRAL] Now,
[AGENT][NEUTRAL] The first occurrence benefit was paid to you.
[AGENT][NEUTRAL] I can see that there has been a surgical benefit. Are you going to be undergoing any more? I mean, you still have a lot of benefits as far as hospital confinement if you were admitted as an inpatient.
[AGENT][NEUTRAL] I mean, there's, those benefits are still available. Which specific benefits are, are you inquiring about?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I guess it was a bill.
[AGENT][POSITIVE] I'm so sorry. Could you say that again?
[CUSTOMER][NEUTRAL] I guess it's more like a beer because I know I got to go back and take another shot.
[CUSTOMER][NEUTRAL] How much like a, uh, I gotta take a shot like every so many months.
[CUSTOMER][POSITIVE] Like a harmonial shot.
[AGENT][NEUTRAL] Ohh is it hormone therapy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Now, on your hormone therapy benefit, that is $50 per treatment, up to a maximum of 12 treatments per covered person per calendar year.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Well thank you for your help, ma'am.
[AGENT][POSITIVE] And I didn't, well, you're very welcome. So is there anything else that I could help you with?
[CUSTOMER][POSITIVE] I know, thank you.
[AGENT][POSITIVE] OK, Mr. [PII]. Well, thank you for calling APL. It's my pleasure in speaking to you and I hope you have a nice weekend.
[CUSTOMER][NEUTRAL] Is it
[AGENT][POSITIVE] Thank you. Bye-bye.