AccountId: 011433970860
ContactId: 4536deaf-ec8d-40fe-899e-a98ba4cbea87
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1060500 ms
Total Talk Time (AGENT): 362491 ms
Total Talk Time (CUSTOMER): 199471 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=-1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/4536deaf-ec8d-40fe-899e-a98ba4cbea87_20250623T19:47_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] OK. I'm sorry, what's your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] S O M
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, so, OK. So this is [PII] with [PII], well,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This is [PII]. I have a, a life insurance and a cancer policy with you guys. Uh, I have a copy of my life insurance policy.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] But in the move, I've moved to, well, it's been 12 years ago, when I moved, I think, I don't know what happened to my policy, uh, my cancer policy, but I would like a copy of it, but I would also like to know if you can tell me exactly what it covers.
[AGENT][NEUTRAL] OK, um, sure. And do you have any of the policy numbers or you don't have the policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] I have a policy number and um it's 02484816.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's um [PII] no it's not it's yeah it is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Miss [PII], for security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] Uh, yes, it is um.
[CUSTOMER][NEUTRAL] [PII]. My mailing address is [PII] and my email is [PII].
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] Alright, so you need to know um the benefits of your life insurance, correct?
[CUSTOMER][NEUTRAL] And not my life insurance, my cancer policy.
[AGENT][NEUTRAL] And got you. OK, alright, let me pull the certificate information for you, one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, I'm waiting on the system.
[AGENT][NEUTRAL] Alright, and before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer.
[AGENT][POSITIVE] And with this one you have several OK. With this one you have several benefits. Uh, so I'm gonna start off with the first benefit which is a radiation therapy, chemotherapy, or immunotherapy. This is a combined benefit and this is 10,000 per covered person per 12 month period.
[CUSTOMER][POSITIVE] Yeah, absolutely, yes.
[AGENT][NEUTRAL] Um, you also have hormone.
[CUSTOMER][NEUTRAL] OK. For a 12 month period?
[AGENT][NEUTRAL] Yeah, for 12 month period. Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. You also have hormone therapy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this one pays per treatment up to 12 treatments per covered person per calendar year, and that's $50 per treatment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Um, you also have, uh, cancer screening benefits for the cancer screening, um, diagnostic testing, we cover maximum of 1 test per covered person per calendar year and that's $100. And that's for any like wellness test like mammogram, Pap smear, anything that is to diagnose cancer and that's $100.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, if they need to send you for a follow up, um, we do pay the follow up and that's one time per covered person per calendar year and that's $100 as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, you also have benefits for medical imaging. Um, this is per test, maximum of 2 tests per covered person per calendar year following the diagnosis of cancer. So this one is if you test positive for cancer, we pay $500 for medical imaging.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Um, you also have benefits for surgery. Um, for the surgery, it looks like we pay maximum of 3000 per operation.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, anesthesia, which is gonna be 25% of the amount paid for a covered surgery.
[CUSTOMER][NEUTRAL] 25%.
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Bone marrow transplant, which is 6000 maximum per cover person per lifetime.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Stem cell transplant, which is 600 maximum per person per lifetime.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, protasis, um, it's gonna be 1000 and this is gonna be for a surgical implantation, maximum of 1 device per site per cover person per lifetime.
[AGENT][NEUTRAL] And then you have a benefit of $100 for a non surgical and does not include herpes. This is for potasis, maximum of one device per lifetime.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, you also have, um, the hospital confinement benefits. For the hospital confinement, we paid $300 for the 1st 30 days.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then for the 3.
[CUSTOMER][NEUTRAL] Wait, 300 for what?
[AGENT][NEUTRAL] For the 1st 30 days if you're confined from 1 to 30 days.
[CUSTOMER][NEUTRAL] I'm
[CUSTOMER][NEUTRAL] 1 to 30 days.
[AGENT][NEUTRAL] It's $300 each day.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Starting on the 31st day and after it's gonna be 600 a day.
[CUSTOMER][POSITIVE] OK. [PII], if anybody has to stay after 30, they deserve that.
[AGENT][NEUTRAL] Yeah, I know. That's a lot. Um, OK, so we also have an outpatient facility. This is for surgery if you need to do an outpatient surgery, a small surgery, we cover the facility at $600 per day surgery is performed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, we also cover the attending physician. Attending physician is covered at $50 per day of hospitalization confinement.
[CUSTOMER][NEUTRAL] OK. What is that for now?
[AGENT][NEUTRAL] Um, whenever the doctor goes in and see you, when you're hospitalized, they charge a separate bill and we cover $50 of that bill.
[CUSTOMER][NEUTRAL] OK. OK. All right. Um,
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Let me, let me just tell you, I'm going in for a biopsy tomorrow.
[CUSTOMER][NEGATIVE] So, how do I, how do I even apply for any of this if I have to have it like surgery or something?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, so, yeah, biopsy is usually um it's a benefit that is usually handled under the surgical benefits. Um, so all you need to do is once you get there, um, do you know if it's, um, are they gonna determine cancer or it's already determined that you have cancer?
[CUSTOMER][NEUTRAL] number
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] Um, well, it's to see basically what kind of cancer.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Got you. OK, um, so.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, uh, um, what you're gonna need is
[CUSTOMER][NEUTRAL] Unless by the grace of [PII], it's nothing.
[AGENT][POSITIVE] Yes, yes. I understand. Hopefully that's the outcome.
[CUSTOMER][POSITIVE] Yeah, yes, absolutely.
[AGENT][NEUTRAL] Um, yes, yes, uh, so basically if, if you need to submit a claim, you're gonna need a claim form. Uh, the claim form you can find it in our website at [PII] or I can send you one to your email.
[CUSTOMER][NEUTRAL] Would you send it to me? Just email it to me.
[AGENT][NEUTRAL] Yes, I can. Yes, and I can also um send you the benefit, um, information that I just mentioned to you so you have that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that would be great, but I'm gonna ask you if you would just send it to my work email because I can print it out here.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, go ahead. What is the work email?
[CUSTOMER][NEUTRAL] OK. It's uh lower case, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, after [PII] OK, what is the, after [PII]?
[CUSTOMER][NEUTRAL] OK. It's, OK, let me, yeah, it's, it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] S T J O H N A R C.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Let me see if I, let me make sure I'm getting this right. After [PII] is ARC.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yes, just ARC mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. All right. OK, let me go ahead and do this. Um, do you mind holding for me while I send this information out to you?
[CUSTOMER][NEUTRAL] No, I'll hold.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Oh, in September, September.
[AGENT][POSITIVE] Thank you for holding and being patient for Miss [PII]. You wanna check and see if you got the email?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, baby. Hold on, let me see.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][POSITIVE] I did, thank you so much.
[AGENT][POSITIVE] Perfect. You're welcome. Is there anything else I'm gonna help you with today?
[CUSTOMER][POSITIVE] Not at all, but you've been really kind. Thank you for helping.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good afternoon, Miss [PII].
[CUSTOMER][NEUTRAL] Oh, you too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.