AccountId: 011433970860
ContactId: 3f18ffc2-6ec9-4b2a-975c-12bcba824d0d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 436940 ms
Total Talk Time (AGENT): 148066 ms
Total Talk Time (CUSTOMER): 208962 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/3f18ffc2-6ec9-4b2a-975c-12bcba824d0d_20250207T18:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] You tell you my name is uh [PII], ma'am.
[CUSTOMER][NEUTRAL] And I faxed some paperwork out to y'all yesterday. I just wanted to y'all receive them yet uh receive them yet.
[AGENT][NEUTRAL] OK, spell your name for me?
[CUSTOMER][NEUTRAL] [PII] last name [PII]
[AGENT][NEUTRAL] OK. And
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] Uh, 5.
[CUSTOMER][NEUTRAL] No 256-603-0.
[AGENT][NEUTRAL] OK, and what's your phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you for that information and verify your date of birth and mailing address for me please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your date of birth?
[CUSTOMER][NEUTRAL] [PII], ma'am.
[AGENT][NEUTRAL] And your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and we just verify that information as a security purpose each time you call one moment.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] One moment. And what documents did you send?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] All the ones I had signed and one I had to get from the uh doctor's office when they diagnosed me with cancer and everything. And when they give me appointments, all that different stuff. Yes, ma'am. All I got sent to you.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] Oh, OK, showing it received on yesterday and it's in line for processing.
[CUSTOMER][NEUTRAL] OK. Let me ask you a question, once you are diagnosed this is, this is uh
[CUSTOMER][NEUTRAL] What happens after that if you're diagnosed with cancer?
[AGENT][NEUTRAL] So you've sent us your um itemizations and then so your claim is now in line to be processed or reviewed for, you know, payment.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Um, there are, there are times that we may have to request additional information from you, but we won't know that until they review the documents that you've submitted.
[CUSTOMER][NEUTRAL] So, uh,
[CUSTOMER][NEUTRAL] Go ahead, ma'am.
[CUSTOMER][NEUTRAL] You have submit all the documents back to you. OK, so basically like you'll get something that goes to them, right?
[CUSTOMER][NEUTRAL] If I do get anything.
[AGENT][NEUTRAL] Did you send the claim in or did the provider?
[CUSTOMER][NEUTRAL] No, I said the claim in. I did this thing myself. I fill out all the stuff, send it in. Do I have to do the doctor supposed to fill out one of the papers?
[AGENT][NEUTRAL] Not for this policy and if you submit the claim to us, um, the reimbursement will generally go to the to to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Cause I know I had to pay 50. The first one was the box was $2000. I gave them $500 then they set up a payment range 102 every month.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And um the rest is everything saying that I did have.
[CUSTOMER][NEUTRAL] Prostate cancer and everything else now.
[AGENT][NEUTRAL] Mhm yeah I remember speaking to you the other day.
[CUSTOMER][POSITIVE] OK, I just want to make sure I got everything right, ma'am.
[AGENT][NEUTRAL] Yeah, you did.
[CUSTOMER][NEUTRAL] OK, so I hear you about what? 7 to 10 days?
[AGENT][NEUTRAL] Oh well, 7 to 10 days, um, for processing.
[CUSTOMER][POSITIVE] OK. Thank you, ma'am. You have a blessed day.
[AGENT][NEUTRAL] You too, [PII]. Any other questions?
[CUSTOMER][NEUTRAL] Uh, no, I want more that'll be mailed out to me, right?
[AGENT][NEUTRAL] And so
[AGENT][NEUTRAL] If uh there is a payable benefit, it will be mailed to the address that you verified.
[CUSTOMER][NEUTRAL] Just in case I'm just
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I will give you a PO box because I'm kinda leery about that coming in my mailbox.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] some kind of la come to my mailbox cause when my mailbox is set up, cause when my mailbox is set up, it said like, OK.
[AGENT][NEUTRAL] Oh, you are?
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] My house is right here. It's still like on a corner, you know like they have a mailbox on the corner where the mailman can just pull up and stick it in there.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] And sometimes they don't never let that thing up. They leave it down and it might get wet or something, see. Can I give you my PO box number? Can they send it to my PO box number?
[AGENT][NEUTRAL] True.
[AGENT][NEUTRAL] OK, hold on one second.
[CUSTOMER][POSITIVE] Yeah, I have to come cause I know it's be safer.
[AGENT][NEUTRAL] Yeah, I understand that.
[CUSTOMER][NEGATIVE] To go to my PO box, they stuck in there, you have a check stuck in there, 5 to $6000 stuck in the mailbox and get wet and now.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Experienced that before, so I totally understand. Give me one second.
[CUSTOMER][NEUTRAL] Go
[CUSTOMER][MIXED] I have done it a lot of times too. They never let the lid, you know, you got the little black thing up to cover it up. On time they do that and they put a package in there, but other than that they all just laid down had wet me so many times.
[AGENT][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Right, let me see.
[CUSTOMER][NEGATIVE] I said no I can't do that no more.
[CUSTOMER][POSITIVE] And I used to go to the post office box, took the key and there it is sitting up in there. All nice and not wet.
[AGENT][NEUTRAL] OK, what's the PO box number?
[CUSTOMER][NEUTRAL] [PII] with the same zip code.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII], yeah.
[AGENT][NEUTRAL] OK. Now, do you want me to change?
[CUSTOMER][NEUTRAL] Hold on [PII], hold on, let me think, [PII], hold up, good Lord, now you got me.
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] You
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] So right now for your physical, the zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] This is a zip code [PII] is the uh zip code.
[AGENT][NEUTRAL] Is that the
[AGENT][NEUTRAL] Uh, OK. So it's the same for the [PII]?
[CUSTOMER][NEUTRAL] [PII]. Yes, ma'am.
[AGENT][NEUTRAL] Give me your PO box zip code.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thought I heard something different. Hold on one second.
[CUSTOMER][NEUTRAL] Not the not the PO box number is [PII].
[CUSTOMER][NEUTRAL] That's the PO box number. My zip code is [PII].
[AGENT][POSITIVE] Correct, OK, got it.
[AGENT][NEUTRAL] OK, got it. Give me one second.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And then you want me to leave your physical address as the same, the 905?
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes, ma'am. Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hey there.
[AGENT][NEUTRAL] All right, so right now we show that your.
[AGENT][NEUTRAL] Mailing address is [PII] and your physical is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes right.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mm [PII].
[AGENT][NEUTRAL] Is it [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes, ma'am.
[AGENT][NEUTRAL] OK, alright, so it's set up to your [PII] for your mailing mhm.
[CUSTOMER][NEUTRAL] [PII]. Yeah. Yeah, zip code [PII]. Yes, ma'am.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Alright well thank you, ma'am.
[AGENT][POSITIVE] Alrighty, any other questions I can assist with today [PII]?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Alright, thanks for calling [PII] have a good day.
[CUSTOMER][NEUTRAL] You too. I feel. How about you [PII]?