AccountId: 011433970860
ContactId: 3ad10860-ab00-4115-8ead-e631e0cf9910
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 375549 ms
Total Talk Time (AGENT): 118412 ms
Total Talk Time (CUSTOMER): 164509 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/3ad10860-ab00-4115-8ead-e631e0cf9910_20250523T20:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], my name is [PII], and I have the policy with you, and I'm not sure how this is all gonna work out here. Um, I recently had a biopsy done and, uh, they determined that I have cancer in my prostate. Um, do I file a claim with you? Um, how do I file a claim with you or do I file one with you or wait till the whole process is over as far as treatment?
[AGENT][NEUTRAL] Um, do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, it is 537-581.
[AGENT][NEUTRAL] OK, Mr. [PII], can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is your address?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, uh, it looks like I have a different address in a different state.
[CUSTOMER][NEUTRAL] Do you have the [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] In what? OK, yeah, I, I moved from that for about 10 years ago. I, I guess I'm not updating my record. I'm sorry.
[AGENT][NEUTRAL] Oh, that's OK. Um, let me, uh, let me verify a few other pieces of information and then we'll get that updated. What's your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then your a good callback number in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Um, OK, let's get that address updated.
[AGENT][NEUTRAL] OK, what's that new address?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Let me get back to.
[AGENT][NEUTRAL] OK, [PII]. Is that right?
[CUSTOMER][POSITIVE] Correct, correct.
[AGENT][NEUTRAL] OK, and then let me pull up your policy real quick.
[AGENT][NEUTRAL] OK. Um, let's see.
[AGENT][NEUTRAL] OK, so it looks like you have
[AGENT][NEUTRAL] And this is not a guarantee of payment. It's a basic outline of your policy. Um, you have a $1000 1st occurrence benefit. Um, so in order to get that benefit, we'll need a copy of the pathology report with that diagnosis of cancer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, copy of the.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then once you start treatment, are you doing chemo or radiation?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] No, at this point, uh, well, I'm getting a second opinion because I don't know if I want to go ahead and if the best course of action is to remove it, the, the prostate to go ahead and do the radiation therapy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 156.
[AGENT][NEUTRAL] So, when you determine what your course of treatment will be, you've got two different benefits here that you can get reimbursed for potentially, which is chemotherapy and radiation treatment. So either or, um, that pays $500 per day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you also have a daily hospital benefit if you're confined more than 24 hours to the hospital of 500 per day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so if I go ahead and have it removed and have to spend a couple of days then it'll cover that, correct?
[AGENT][NEUTRAL] It would cover the $500 per day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now, do I, um, so when, when they when the hospital submits this, um, claim, um, I'm not, I, I don't have a, um, what do you call it, an ID card or anything like that with the you know, with the, uh, insurance information on it. What could I go, could you send me one out or can I go online and print it off or what?
[AGENT][NEUTRAL] Um, there's not an actual card for this policy. So you'll just want to give them our telephone number, um, and explain to them that you have this policy, and if they can call us, we'll verify the benefits that you have. We'll tell them what benefits that you have.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, sounds good. OK, I can do that, [PII]. OK, I think that answers all my questions. So, uh, you said on the first occurrence it was 1000. Now, um, is, does that decrease as they go or does it increase as it goes?
[AGENT][NEUTRAL] Uh, no, it's just a, it's a flat $1000.
[CUSTOMER][NEUTRAL] When you say
[CUSTOMER][NEUTRAL] OK, OK, and um, hopefully I can they can get rid of it if they go ahead and remove it and I don't have to do this anymore, that would be good, huh?
[AGENT][POSITIVE] Yes, absolutely, absolutely.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, well I will let you go. I think I have all the information that I need, so have a great weekend and stay safe, OK?
[AGENT][POSITIVE] OK, well, thanks for calling APL. I hope you have a wonderful weekend too.
[CUSTOMER][POSITIVE] Thank you I appreciate that.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.