AccountId: 011433970860
ContactId: 44510166-b3da-4db4-85a2-7602a100afca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 570159 ms
Total Talk Time (AGENT): 182166 ms
Total Talk Time (CUSTOMER): 324803 ms
Interruptions: 1
Overall Sentiment: AGENT=2.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/44510166-b3da-4db4-85a2-7602a100afca_20250107T18:01_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Um, hi. I am, uh, trying to, to fill out a form, um, for y'all on online. And, uh, I sent over uh some documents that y'all needed, but I can't seem to find forms online.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, OK, yeah, let me do my best. I'll do that, um.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] What do you need from me first?
[AGENT][NEUTRAL] Yeah, do you mind if I just get your policy number real quick to get started?
[CUSTOMER][NEUTRAL] Sure, it is 254.
[CUSTOMER][NEUTRAL] 9206
[AGENT][POSITIVE] Wonderful, thank you so much. And could you verify for me your first and last name and date of birth?
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And it's [PII].
[AGENT][POSITIVE] Wonderful, thank you. And if you could just verify for me as well your mailing address, please?
[CUSTOMER][NEUTRAL] What?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] Gibson Road
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And that's in [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Perfect and then if you could just verify for me your phone number and your email on file and then I'll be able to to get you all taken care of my friend.
[CUSTOMER][NEUTRAL] Sure. It's um phone number is [PII] and email should be [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you so much. I really appreciate you going through that process with me and.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Um, so if you are, are you at a computer right now and I can talk you through how to get there?
[CUSTOMER][NEUTRAL] I'm, uh, on my app, but I can't talk. I'm on my iPad.
[AGENT][POSITIVE] OK perfect so.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] And I've got my, my claim uh pulled up.
[AGENT][NEUTRAL] So you're looking to like download a claim form, is that correct?
[CUSTOMER][NEUTRAL] Well, what it is, is I received uh a thing in the mail uh that said that, that y'all needed uh some uh pathology report and I
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh yes, OK.
[CUSTOMER][NEUTRAL] Yeah, I sent over those documents. I uploaded those, uh, you can probably see those. And the, the next sheet that I have, um, is, uh, it says below, please list the names, addresses, and telephone numbers of all medical providers, including hospitals, doctors, blah, blah, blah.
[AGENT][POSITIVE] Perfect
[CUSTOMER][NEUTRAL] Uh, that have, you have consulted in the 12 months preceding the policy's effective date. I cannot find that form or any form on on here anywhere. Um, there's only gonna be 3 things on there. Um.
[CUSTOMER][NEUTRAL] It's gonna be 1 doctor and 2 pharmacies.
[AGENT][POSITIVE] OK perfect so.
[AGENT][NEUTRAL] Let me see if I can find that form for you real quick.
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I was fairly healthy until
[CUSTOMER][NEUTRAL] This happened.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] I'm really sorry. I'm.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] I wish that this didn't happen and you got to stay very healthy.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] I know, me too. But things happen and, you know, the environment happens and
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] I, I do things to myself as well.
[CUSTOMER][NEUTRAL] I, I was a longtime smoker, but they told me that it was, it wasn't due to smoking, but I'm sure that had a hand in it somewhere.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] Uh, it's, I mean, honestly, what's the rate now? It's like 1 in 3 people eventually get diagnosed with cancer, so.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] It is
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] That's, I mean, anybody, so.
[CUSTOMER][NEUTRAL] Oh, yeah. Yeah. And it, you know, it, it, it's lung cancer, and it's, it's in one of my lymph nodes right by my lung, and
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I grew up in a family of truck drivers, diesel mechanics, uh,
[CUSTOMER][NEUTRAL] That environment as well. So I've been around all, all that stuff, the, the oils, the fumes and all that. So,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm sure that, that played a, a hand in it. My grandfather, he, he passed from several different cancers from working with the, I'm sure working back then, though, they, they didn't know what caused cancer, back in the [PII], [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] All right, I found that form. Is it OK if I send it to you via email?
[CUSTOMER][POSITIVE] Yeah, that'd be great. And then I can just email it back to.
[AGENT][POSITIVE] OK perfect
[AGENT][NEUTRAL] Um, I don't know, so actually you'll probably wanna upload it through the online service center just because our email is not secured and so we don't wanna risk any um protected health information. So if you just fill it out on your like iPad and save it, you can just upload it straight from that online service center but I'm gonna hit send on that now for you so it should be coming out or come to you pretty soon, OK?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that'd be great.
[CUSTOMER][POSITIVE] That'd be great. And do you know once I get this back to you.
[CUSTOMER][NEUTRAL] Um, or whatever, how long the process takes since I've already got.
[AGENT][NEUTRAL] Yeah, so
[AGENT][NEUTRAL] For typically.
[AGENT][NEUTRAL] For cancer claim forms, it does take a little bit longer um.
[AGENT][NEUTRAL] And I do have a list that tells me the typical turnaround time. Let me take a look at that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think that, I think with our original, uh, my daughter sent it in, uh.
[CUSTOMER][NEUTRAL] The [PII] or somewhere around in there.
[AGENT][NEUTRAL] So it looks like
[CUSTOMER][NEUTRAL] And that was way before.
[AGENT][NEUTRAL] 15 calendar days to 10 business days so it once they get that in you're gonna wanna give us I'd give us about 10 to 15 days um to get it reviewed you can always check your portal so if there's any update is that online service center um we'll have.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um, it will update you there as well. You can check that portal and see updates as they come through.
[CUSTOMER][POSITIVE] Oh, OK, perfect, perfect. OK. OK. Yeah, because she sent it in and then um.
[CUSTOMER][NEGATIVE] I've been, I've had two surgeries and all that since, and, and I'm just getting to all my mail and everything, and I'm like, oh no. Yeah.
[CUSTOMER][NEUTRAL] So, and, and it's just been
[CUSTOMER][NEUTRAL] It's been something.
[CUSTOMER][NEUTRAL] So, um,
[CUSTOMER][NEUTRAL] OK. Uh, I heard my duck go off and I can't find my phone.
[AGENT][NEUTRAL] Oh, that's OK.
[CUSTOMER][NEUTRAL] My emails
[CUSTOMER][NEUTRAL] But I, I know.
[AGENT][NEUTRAL] I I wonder if it was in.
[AGENT][NEUTRAL] That we got that email sent through for you, but.
[CUSTOMER][NEUTRAL] Yeah, yeah, uh.
[CUSTOMER][POSITIVE] Cool.
[CUSTOMER][POSITIVE] I know, I got it.
[CUSTOMER][NEUTRAL] If I heard the duck, I got it.
[CUSTOMER][NEUTRAL] I'll, I'll get that filled out and and send in uh or uploaded uh to that file.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Um, and, and I think that's all y'all needed, or that's all that that said anyway. Uh,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I'll get that done that way we can get that all processed and everything. If, and if y'all need anything else, just let me know.
[AGENT][POSITIVE] Perfect will do and keep an eye on that online portal, but if you need anything from us, don't hesitate to call. We're always here.
[CUSTOMER][POSITIVE] And uh I can get you anything you need.
[CUSTOMER][POSITIVE] OK, I do appreciate that.
[AGENT][POSITIVE] Yeah, well, it's my pleasure. It's been wonderful to talk to you today, Ms. [PII], and I wish you all of the best.
[CUSTOMER][POSITIVE] Oh thank you very much. I, I do appreciate your help.
[AGENT][POSITIVE] My pleasure. You have.
[AGENT][POSITIVE] Absolutely any time that's what we're here for.
[CUSTOMER][POSITIVE] All right, thank you. Have a good day.
[AGENT][POSITIVE] My pleasure. You take care.
[CUSTOMER][NEUTRAL] All right, you too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.