AccountId: 011433970860
ContactId: 3c25b6f2-5bf2-49f1-ac8c-c94d868c2047
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 444880 ms
Total Talk Time (AGENT): 138744 ms
Total Talk Time (CUSTOMER): 193553 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/3c25b6f2-5bf2-49f1-ac8c-c94d868c2047_20250123T19:17_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling AL's [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, could I speak to someone in regards to my husband's claim for his cancer insurance, please?
[AGENT][POSITIVE] OK, I can help you with that. Can I get a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Can I get the policy number, please?
[CUSTOMER][NEUTRAL] I don't know it. Can we look it up by name?
[AGENT][NEUTRAL] Yes ma'am, what's the last name?
[CUSTOMER][NEUTRAL] [PII] First name [PII].
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Excuse me. And what um city and state are you in?
[CUSTOMER][NEUTRAL] Um, we're in [PII].
[AGENT][NEUTRAL] OK, give me 1 2nd.
[AGENT][NEUTRAL] And can I get your name?
[CUSTOMER][NEUTRAL] [PII]. I'm his wife.
[AGENT][NEUTRAL] OK. Excuse me.
[AGENT][NEUTRAL] Can I get your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, Miss [PII], thank you for that and you said you had a question about um a claim on his.
[CUSTOMER][NEUTRAL] I do [PII] yeah [PII] is deceased and I'm, I'm filing a he died of melanoma. I'm filing a claim, but I don't know what dates he has filed up to when he was ill periodically he would file a claim with y'all, and I don't wanna be bothering you filing something he's already filed.
[CUSTOMER][NEUTRAL] So I kind of needed a date that you like the last date you paid for claim.
[AGENT][NEUTRAL] OK. OK, so, excuse me. So the policy turned [PII].
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] The policy terms, [PII], so you can file any claims um up to that.
[AGENT][NEUTRAL] That time from up to that.
[CUSTOMER][NEUTRAL] OK, but I don't know when he last filed. He, he passed away in April.
[AGENT][NEUTRAL] OK, so the last plan that we received from, from him, uh, let me see.
[CUSTOMER][NEUTRAL] So I'm I'm.
[CUSTOMER][NEUTRAL] Uh-huh, yes.
[CUSTOMER][POSITIVE] That that's what I needed.
[AGENT][NEUTRAL] So we don't have any plans past um [PII], um.
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] What date in [PII]?
[AGENT][NEUTRAL] Um, so let me see, hold on.
[AGENT][NEUTRAL] So it looks like there was a claim filed for data service of May, the, let me see.
[AGENT][NEUTRAL] Are you referring to like a, a yearly testing or just any kind of claiming [PII]?
[CUSTOMER][NEGATIVE] Any, any kind of, yeah, it would be any kind of um claim because it would all be cancer.
[AGENT][NEUTRAL] OK, so it looks like there was a claim filed from [PII] when um we're trying to get uh a benefit for a PET scan and then there was one on file to get a benefit for blood and so um
[AGENT][NEUTRAL] So those are the last ones.
[CUSTOMER][NEUTRAL] OK, now were they paid or they were just, just filed is all?
[AGENT][NEGATIVE] They were, they were fi and they were denied.
[CUSTOMER][NEUTRAL] They were
[AGENT][NEUTRAL] Because it was maxed out for that year.
[CUSTOMER][NEUTRAL] Oh, they were
[CUSTOMER][NEUTRAL] Oh, I didn't even know. See, I don't know anything about the policy. He did this through his office because he was one of your agents.
[CUSTOMER][NEUTRAL] So I'm kind of grasping at straws here, so I should file anything after [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and anything to do with cancer, like the charges from his oncologist and that type of thing, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEGATIVE] OK, got that. You can't believe, I mean, the, the bills are terrible.
[CUSTOMER][NEUTRAL] OK, that's what I'll do then. I'll get a hold of his oncologist and get everything from [PII] that we'd have to pay.
[CUSTOMER][NEUTRAL] All right, and that would be blood and PET scan.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] That's also included. OK, well thank you for your trouble. I appreciate it.
[AGENT][POSITIVE] No problem, Ms. [PII]. Was there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] Well, I don't have the paperwork right with me, but I, he had a, he had a file on me, uh, a uh.
[CUSTOMER][NEUTRAL] a policy on me for it wasn't cancer it was something else.
[CUSTOMER][NEUTRAL] And so it got dropped because when he died and I don't wanna drop, I wanna continue it.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Well, I don't see any policies active at all, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, cause the cancer pilot was the last one that would have been active.
[CUSTOMER][NEUTRAL] For me?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Cause I don't think he, last time I heard he didn't have cancer, I mean, he had like extended care or something like that.
[AGENT][NEUTRAL] Let me see if I can do so let me see.
[AGENT][NEUTRAL] OK. The only policy that's active in your name will be an intensive care policy.
[CUSTOMER][NEUTRAL] Intensive care. OK, that's the only one?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, now, am I, I'm not able to just go ahead and continue that, am I?
[AGENT][NEUTRAL] It's, it's, um, it's still active, um, but that's the only thing that it covers is for, uh, intensive care.
[CUSTOMER][NEUTRAL] OK, I wonder why he got just intensive care from me and not cancer.
[AGENT][NEGATIVE] I don't know, like, say you were active on the cancer policy, but it, it just expired back in May of last year.
[CUSTOMER][NEUTRAL] You know.
[CUSTOMER][NEUTRAL] OK, I was on it then, right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So I wanna, so I would wanna get cancer and intensive care, correct?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, I've got the paperwork right here come to find out so.
[CUSTOMER][POSITIVE] Annual premium, uh, yeah, I'll get that filled out and get it to you. Alright, well thank you for all your help. I appreciate it and I'll get that claim out thanks.
[AGENT][POSITIVE] No problem, Ms. [PII], thanks for calling AP. You have a wonderful day.
[CUSTOMER][NEUTRAL] You have a bye bye.
[AGENT][NEUTRAL] Bye.