AccountId: 011433970860
ContactId: 346bdb50-25d3-4649-9364-8fa19c409f03
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 745340 ms
Total Talk Time (AGENT): 238053 ms
Total Talk Time (CUSTOMER): 325518 ms
Interruptions: 3
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/346bdb50-25d3-4649-9364-8fa19c409f03_20250225T17:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Yes ma'am, my name's [PII].
[CUSTOMER][NEUTRAL] And I had filed a uh claim with y'all a while back, but it went through as a PSA uh claim. I need to actually do a cancer claim because I had a colon cancer.
[CUSTOMER][NEGATIVE] But I'm back on your line and it won't let me go to.
[CUSTOMER][NEUTRAL] To be able to do another claim on it because it says uh.
[CUSTOMER][NEUTRAL] To go to upload files.
[CUSTOMER][NEUTRAL] Uh, where I went to now.
[CUSTOMER][NEGATIVE] Or for uh wellness shit.
[AGENT][NEUTRAL] All right, I can assist you with that. Can I please um, could you repeat your name again?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII]
[AGENT][NEUTRAL] All right, [PII], can I have a callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your policy number, please?
[CUSTOMER][NEUTRAL] 2461666
[AGENT][NEUTRAL] Um, can you please verify your date of birth, address, and email address, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright. Thank you so much, [PII], for verifying that information. Um, so you're trying to submit a claim for a positive diagnosis of cancer and you're stating that it
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Is it, so you said something about a wellness?
[CUSTOMER][NEUTRAL] No, I tried. I did a thing a while back and it was, uh, I filed a wellness claim which you did pay me $100 for a wellness claim, but it was supposed to be for a cancer claim because on that the day of the.
[CUSTOMER][NEUTRAL] [PII], uh, that's when I had my, uh, my surgery for colon cancer.
[CUSTOMER][NEGATIVE] But it never would let me upload files.
[CUSTOMER][NEUTRAL] And I went back to the, to the, to the, uh, website to be if I could do a cancer claim instead of a PSA claim.
[CUSTOMER][NEUTRAL] And all it has is upload file or file a wellness claim showing on the thing. It won't let me, uh, make another claim, a cancer claim.
[AGENT][NEUTRAL] Well, did you, do you have your documents to upload?
[CUSTOMER][NEGATIVE] Yeah, but I, I tried uploading the documents, but they won't upload.
[AGENT][NEUTRAL] So, you went to file a new claim?
[CUSTOMER][NEUTRAL] And I'll talk to her later before.
[CUSTOMER][NEUTRAL] Yeah, to file a new claim.
[AGENT][NEUTRAL] So when you go to file a new claim,
[AGENT][NEUTRAL] What happens?
[CUSTOMER][NEUTRAL] Well, every time I, I can't file a new claim, I can file a wellness claim.
[CUSTOMER][NEUTRAL] But I can't find on that they don't have a cancer claim.
[CUSTOMER][NEUTRAL] That I see anyhow.
[CUSTOMER][NEUTRAL] If I go to file a well just claim.
[CUSTOMER][NEUTRAL] It ask me who are you filing a claim for?
[AGENT][NEUTRAL] Well, you wouldn't go to file a wellness claim.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] No, I don't wanna file a wellness claim. I wanna file a cancer claim.
[CUSTOMER][NEGATIVE] But it don't give me an option to do that.
[CUSTOMER][NEUTRAL] And I know I talked to a lady a while back and they said they was having issues with uploading documents.
[CUSTOMER][NEGATIVE] To the thing because it wouldn't they wouldn't go through. If you try and upload documents, the little thing just keeps spinning and spinning and spinning.
[CUSTOMER][NEUTRAL] But she did give me a fax number which was [PII].
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I mean I could fax them to that number but I don't have a claim filed for cancers as of this time that I know of.
[AGENT][NEUTRAL] OK, so on the website.
[AGENT][NEUTRAL] There is a cancer claim form.
[CUSTOMER][NEUTRAL] A what?
[AGENT][NEUTRAL] Cancer claim form.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][POSITIVE] Clean forms.
[AGENT][NEUTRAL] And once you go to the cancer claim form, on page one of that claim form, it tells you what is needed to submit.
[AGENT][NEUTRAL] A claim for a positive diagnosis of cancer.
[CUSTOMER][NEUTRAL] OK, I go to they had file claims online 24/7 and they had sign and register, so I gotta sign in and register again.
[AGENT][NEUTRAL] You sign in with your username and password.
[CUSTOMER][NEUTRAL] I, I'm trying to.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] It already goes to uh same thing I was telling you before because I was already logged in.
[AGENT][NEUTRAL] OK, so once you log in, there's no option to file a claim.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I have to report that to um the IT that.
[CUSTOMER][NEGATIVE] But I can't go to file claims online 24/7 and it says sign in and register, but when I do that, it just brings me to the other website.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Where I can file a claim.
[AGENT][NEUTRAL] So what about the forms? Did you see this icon?
[CUSTOMER][NEGATIVE] I can't open it up because I can't, I can't open it up because it won't let me.
[CUSTOMER][NEUTRAL] Whenever they got file claims online 24/7, the fastest and easiest way to file your claim is through your online service center account. Sign in and register, but when I do that, I'm already sign in and registered, so it goes to the previous page.
[AGENT][NEUTRAL] You can't
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] What I'm trying to get you to look at is the claim form itself. So if you're looking at the page at.
[AGENT][NEUTRAL] The top right it says claims and forms. You don't even have to because I don't have a login for APL, but I can still look at a claim form.
[CUSTOMER][NEUTRAL] I can't you see, when I press claims on, that's when it tells me to resign in.
[CUSTOMER][NEUTRAL] And then when I resign in, that's when it goes to the page I was previously on.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] No, but you, but you're not going, but you're.
[CUSTOMER][NEGATIVE] They don't, they don't even let me sign in.
[AGENT][NEGATIVE] But you're not going all the way down the page though.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, let me go to claims forms.
[CUSTOMER][NEUTRAL] I go all the way down the page.
[CUSTOMER][NEUTRAL] And it says other ways to
[CUSTOMER][NEUTRAL] Uh, they got mail paper form. Maybe if I click on that I can open it up.
[AGENT][NEUTRAL] No, you, you need to keep going.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Alright, let me go keep on going.
[CUSTOMER][NEUTRAL] Claim forms and policy documents.
[CUSTOMER][NEUTRAL] Mm, hold on.
[CUSTOMER][NEUTRAL] Alright, they got cancer claim form right there.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I guess I'll click on view details.
[CUSTOMER][NEUTRAL] Or download the phone.
[AGENT][NEUTRAL] Um, download form.
[AGENT][NEUTRAL] That's the cancer claim form. You fill out page one of the form. It's gonna tell you what you need to submit to us.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] I need the pathology report.
[AGENT][NEUTRAL] When filing a claim, initial diagnosis of cancer. Mhm.
[CUSTOMER][NEUTRAL] So if I fill this out.
[CUSTOMER][NEGATIVE] Yeah, I have all that. I tried, uh, emailing that the last time, but it wouldn't, uh, it wouldn't upload.
[CUSTOMER][NEUTRAL] So if I print this form I'll fill everything out and then fax it to that number with my claim my uh claim we get file.
[AGENT][NEUTRAL] Yeah, so submit on page 2.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Along with your pathology report.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Did you have um any treatment?
[CUSTOMER][NEUTRAL] Page 2.
[CUSTOMER][NEGATIVE] Uh, they cut me open. They, uh, put me in an ileostomy.
[CUSTOMER][NEUTRAL] Uh, that was on the [PII].
[CUSTOMER][NEUTRAL] And then I went back uh on the [PII] this last Friday, and they reversed it.
[CUSTOMER][NEUTRAL] But I don't have any documentation for the reversal yet from auctions.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] So, basically, you're just filing for the initial diagnosis of cancer and then after you receive that other stuff, you're gonna be submitting that as well.
[CUSTOMER][NEUTRAL] Well, I got the uh I got the pathology report.
[CUSTOMER][NEUTRAL] I have.
[CUSTOMER][NEUTRAL] The bill for [PII].
[CUSTOMER][NEUTRAL] That I was gonna submit also.
[CUSTOMER][NEUTRAL] But I don't have the bill for [PII] yet.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So that's what I was planning on.
[AGENT][NEUTRAL] So you have an itemized billing?
[CUSTOMER][NEUTRAL] Yes ma'am, uh, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right. So, um, just fill that form, page 2 out and fax us page 2 and then your pathology report and any other documents that you feel like we need to review for your claim.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, I might, uh.
[CUSTOMER][NEUTRAL] I might just probably already mail the whole thing too. I don't know if that'd be easier than faxing it. I don't even know if I can find a fax machine. I don't know anybody around where I live at. They got still has a fax machine, but if I can't find a fax machine, I'll probably already mail it to y'all.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Um, OK, OK.
[AGENT][NEUTRAL] Do you live near um
[CUSTOMER][NEUTRAL] Uh, what address would that be for me to mail it to?
[AGENT][NEUTRAL] I was gonna say, do you live near a UPS store?
[CUSTOMER][NEUTRAL] Yeah, I live near UPS store.
[AGENT][NEUTRAL] I know, um, UPS stores, they, they do have those inside the store that you're able to use, or they'll do it for you. Yeah, at the UPS store. Yeah, it's called, I know in my area, but let me give you the um the um.
[CUSTOMER][NEUTRAL] A fax machine.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] You want the, OK.
[CUSTOMER][NEUTRAL] Give me the address and I'll.
[CUSTOMER][NEUTRAL] OK, so I gotta mail it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, um, address is [PII].
[AGENT][NEUTRAL] [PII] and it's actually on the um if you don't want to write it down, it's actually on the claim form as well.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Let's see what I can find out.
[AGENT][NEUTRAL] Yeah, but it's, yeah, it's on the bottom of the claim form, um.
[AGENT][NEUTRAL] Yeah, on page one.
[AGENT][NEUTRAL] On page one of the claim form.
[AGENT][NEUTRAL] It gives um the fax number, yeah, that's the mailing address.
[CUSTOMER][NEUTRAL] Alright see you bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty thank you ma'am appreciate it.
[AGENT][POSITIVE] Not a problem, [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, that'll be it.
[AGENT][POSITIVE] Alright, thank you for calling APL you have a great day bye bye.
[CUSTOMER][POSITIVE] Thank, thank you, ma'am. You too. Bye bye bye