AccountId: 011433970860
ContactId: 3ab2f02c-3179-42ef-9882-7d39f3d4e576
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 434959 ms
Total Talk Time (AGENT): 187159 ms
Total Talk Time (CUSTOMER): 262220 ms
Interruptions: 7
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/3ab2f02c-3179-42ef-9882-7d39f3d4e576_20250211T21:25_UTC.wav
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[AGENT][NEUTRAL] You for calling APL. This is [PII]. With whom am I speaking and how may I help you?
[CUSTOMER][NEUTRAL] My name is [PII], and I, uh, oh my lord, I'm an old woman, and I'm trying to, I'm trying to, now tell me your name, please. [PII]? OK. I, I have to write everything down, honey. I blame it all, I blame it all on my age.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] And, but I, I do need help. It's been so long since we've had to file on our APL and the, the papers are all different from what I can remember doing in the past. But my husband had some skin cancers removed sometime last year and all my papers got stirred up and
[CUSTOMER][NEUTRAL] I finally have, I think I think I'm ready to file but I'm just not sure and uh.
[AGENT][NEUTRAL] What's your policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I, I think it's, I, I, I have a paper here 768-911. I hope that's the right number.
[AGENT][NEUTRAL] OK, and what's a good call back number for you in case we get disconnected?
[CUSTOMER][NEUTRAL] OK, I'm calling from [PII].
[AGENT][NEUTRAL] OK, thank you for that information and give me one moment to get that policy pulled up and then I'm gonna have you verify some information and then I'll be able to assist you with your question on how to file a claim. Mhm. You're welcome. One moment, one moment, OK? Thank you.
[CUSTOMER][NEUTRAL] Yes I am.
[CUSTOMER][NEUTRAL] Help me.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] verify your date of birth, followed by the uh physical address for you.
[CUSTOMER][NEUTRAL] Uh, my birth is [PII] and my address is [PII]. That's two words, [PII] and then [PII].
[AGENT][NEUTRAL] Thank you for verifying that information for me, Ms. [PII]. And then I don't, you don't have an email address, so that's not a problem. You don't have to have one. Now, um, in order to file a cancer claim, um, did you get the claim forms? Do you have the new cancer claim forms?
[CUSTOMER][POSITIVE] Oh, thank you.
[CUSTOMER][POSITIVE] Yes, I do. My, my daughter got some from when she went to work one day.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, online? Oh, OK. OK. All right, so all you need to do is fill out the top portion of that claim form.
[AGENT][NEUTRAL] And then you need to submit the pathology report.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] section A.
[CUSTOMER][NEUTRAL] Yeah, section A you said fill that out.
[AGENT][NEUTRAL] Hold on, let me pull it up and look and see. It should not, it's, it's really, it's really a simple form, it's much simpler than the old form if you ask me.
[CUSTOMER][NEUTRAL] 00, please.
[CUSTOMER][NEUTRAL] 000, the old one was hard, but I was a lot younger when we, when we filed before I was a lot younger.
[AGENT][POSITIVE] Uh, let's see, yeah, the old, this one is much simpler.
[AGENT][NEUTRAL] That's OK. Mhm. No problem. So give me one moment to get that pulled up so I can look at it.
[CUSTOMER][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] And your instructions are on page one for you as well. But section.
[CUSTOMER][POSITIVE] Yes, I found those.
[AGENT][NEUTRAL] Yes ma'am. Section A Section A is about the insured, so whoever owns the policy and you are the owner of the policy, so you would fill that part out. Section B is about the patient. Your spouse is the patient, so put his name in section B, his date of birth, OK? Section C.
[CUSTOMER][NEUTRAL] I am, yes.
[CUSTOMER][NEUTRAL] OK, OK, I do A and then the second one is about [PII]. OK. OK. Patient.
[AGENT][NEUTRAL] It's B for the patient, the patient. C is the address to where you travel.
[CUSTOMER][NEUTRAL] Uh, oh, and I read that you don't have to do that cause we didn't travel.
[AGENT][NEUTRAL] OK, well, that's fine and then you sign, he needs to sign and date it and that's it.
[AGENT][NEUTRAL] And you, now, now we'll get into what you need to submit with that. That's why I said it's really simple. Uh, you need the, you need the pathology report that diagnosed him with the skin cancer.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] You need an itemized bill?
[AGENT][NEUTRAL] From the uh the dermatologist who performed that biopsy with procedure codes.
[CUSTOMER][NEUTRAL] OK, uh, that, now say that again. Iized.
[AGENT][NEUTRAL] Itemized bill
[CUSTOMER][NEUTRAL] Deal
[AGENT][NEUTRAL] What procedure codes?
[CUSTOMER][NEUTRAL] With procedure.
[CUSTOMER][NEUTRAL] Codes
[AGENT][NEUTRAL] Dates of service.
[CUSTOMER][NEUTRAL] Say, say that last thing.
[AGENT][NEUTRAL] Dates of service.
[CUSTOMER][NEUTRAL] Dates of service.
[AGENT][NEUTRAL] And charge amounts and the charge amounts.
[CUSTOMER][NEUTRAL] I know I have
[CUSTOMER][NEUTRAL] OK, I know I have something. I just hope I have everything that you said on that. OK, next, next.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's it. That's all you need to submit for skin cancer client.
[CUSTOMER][POSITIVE] OK. Oh bless you. I, I, I think [PII], I may, I may survive this after, well,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] You're gonna be OK. It's pretty, it's fairly simple.
[CUSTOMER][NEUTRAL] If the uh
[CUSTOMER][NEUTRAL] My husband and I are both [PII] old and uh we have uh
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] Uh, he has had so many problems in the last year. At one time he was seeing 8 doctors.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And, uh, you know, just, we, we just old people and he's just got problems.
[AGENT][POSITIVE] No problem, no problem.
[CUSTOMER][POSITIVE] But, but [PII] is good and we're still here and uh-huh.
[AGENT][POSITIVE] That's right, and it's a blessing to be [PII]. Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][POSITIVE] OK, and I, and I'm so glad I found the right uh policy number because I found a little note that said uh APL.
[AGENT][NEUTRAL] Our
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh, policy and no, no, that doesn't, oh it does say new APL policy and number and I thought what's that? What if that's not the right number but I'm, I think I, I think I can do this now and it.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] You can, yes ma'am and if you have any other questions, call back and just ask to speak to [PII] and I'll help you again, OK?
[CUSTOMER][NEUTRAL] Oh, I can, I can ask for you.
[AGENT][POSITIVE] You can, yes ma'am, Miss [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh, I'm writing that down because sometimes I, by the time I get through, I, uh, forget what I was doing. OK. And like I said, I blame it all on age, but I do thank you. I, I thank you so much.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] You're quite welcome and is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] If it is, I don't know it.
[AGENT][NEUTRAL] Well, you call me back if you figure if you think of something, OK?
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][POSITIVE] OK, thank you [PII].
[AGENT][POSITIVE] All right, thank you, Ms. [PII]. You're welcome. Have a great day and take care. Thanks for calling APO. Bye-bye.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am bye bye.
[AGENT][POSITIVE] Thank you.