AccountId: 011433970860
ContactId: 455d8cc0-ca74-4b78-9b90-2ff5bb934b0d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 612890 ms
Total Talk Time (AGENT): 257433 ms
Total Talk Time (CUSTOMER): 319344 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/455d8cc0-ca74-4b78-9b90-2ff5bb934b0d_20250602T19:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi, yes, I have a few questions I'm hoping you can help me with.
[AGENT][POSITIVE] OK, yeah, I can try to help you with your questions, definitely.
[CUSTOMER][NEUTRAL] OK. Um, first up then there for two different people. One is for my husband who, um, passed away last year.
[CUSTOMER][NEUTRAL] So I had, I had sent in.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, a lot of information and y'all paid a lot out, trust me, um, I recommend your insurance to everybody I talked to, um.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Oh, thank you.
[CUSTOMER][NEUTRAL] But I have received some more paperwork from my insurance company on some other um
[CUSTOMER][NEUTRAL] I, uh, some other things that he received and I don't know if I need to file those as well or let them go. I, I, I don't know.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. All right. Well,
[CUSTOMER][NEUTRAL] Like if I need to send.
[CUSTOMER][MIXED] It's like you, you've, you've awarded me a lot and I don't mean to be ungrateful, but I, I just, you know, I don't know if I should.
[CUSTOMER][NEUTRAL] I, I just, I don't know.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So I've got dates I've got I've got dates from like the insurance uh from Blue Cross Blue Shield paperwork that I never sent you because I just received it and it's things that happened like a year ago and I've just received the paperwork.
[AGENT][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Is there any way we can check on those?
[AGENT][NEUTRAL] All right. Well,
[AGENT][POSITIVE] Yes, absolutely. Um, can I get your name and your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Oh yes, ma'am. My name is [PII].
[AGENT][NEUTRAL] OK, and Miss [PII], what is the policy number and your callback number?
[CUSTOMER][NEUTRAL] My callback number is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And my account number is 238.
[CUSTOMER][NEUTRAL] 589 8.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][POSITIVE] Well I think that's the right number.
[AGENT][NEUTRAL] I've got you pulled up, Ms. [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Great.
[AGENT][NEUTRAL] OK. And can you give me your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then I'll also need you to verify your address, phone number, and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] Yes ma'am. My address is [PII].
[CUSTOMER][NEUTRAL] Uh, what else did you say my email address, um, is, I hope it's this one [PII].
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And then the phone number that you gave me to call you back on, is that your cell phone number?
[CUSTOMER][NEUTRAL] And then what else did you need?
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] OK, thank you very much. All right, let's get this pulled in real quick.
[AGENT][NEUTRAL] And look at it.
[AGENT][POSITIVE] All right, I do show.
[AGENT][NEUTRAL] That the policy is no longer active effective [PII], so any claims that you have from [PII], you can go ahead and send those in, we do not have a timely filing limit on that policy, then you got a new policy.
[AGENT][NEUTRAL] Uh, let me give you that, that, um, number.
[CUSTOMER][NEUTRAL] Can you, can you tell me those dates again?
[AGENT][NEUTRAL] Yes, ma'am, on that, on that old policy, um.
[CUSTOMER][NEGATIVE] I should have broke the home.
[AGENT][NEUTRAL] Yes, the dates again are [PII] can be filed on that policy number that you gave me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then your new policy that's still active, those effective dates are [PII] and it's current.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you can file on that one also there's no.
[CUSTOMER][NEUTRAL] And that what's that policy number? Is it the same?
[AGENT][NEUTRAL] It's 252.
[AGENT][NEUTRAL] 3752.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] So, OK, so I can still, I'll still fall on the others.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That I've received and I just I just have to pull the billing for what the insurance shows now for the new, I think I can do that on my own for this new policy.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Um, but it just has me on it since my husband passed, so I had, um, a little bit of a, everything's fine, but a little bit of a scare, um, you know, I was, I kind of, I've kind of taking care of my husband and I put myself on the back burner while I was taking care of him and then I, you know, then I started.
[AGENT][NEUTRAL] Oh my.
[AGENT][NEUTRAL] Yes, that's what we do.
[CUSTOMER][NEUTRAL] Then I start taking care of myself. Well, I, I mean, I don't wanna go into all kinds of issues with you. You don't wanna hear everything. But anyway, um.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] They found some um uh suspicious stuff in my girly parts and um decided, you know, you want to do the least evasive thing. So they decided they would do a hysteroscopy on me, um, and see if, see if they found suspicious stuff from that as well or if that took care of my problem.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, after the hysteroscopy, I found, I found some more suspicious stuff. So they decided, oh we need to do we need to do a complete hysterectomy. So they did a complete hysterectomy.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Everything is good. They even went up and like, like they took, they cleaned me out and then went up and took some, some lymph nodes and those came back clean, so everything is good.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh, good, good.
[CUSTOMER][NEUTRAL] But is any is yes, yes, is any of that covered in this policy?
[AGENT][NEUTRAL] Without the um pathology report stating that you have cancer, you have to have that in order to file a cancer claim. So since you don't have, thank [PII] you don't have cancer, then no, because you wouldn't, you wouldn't have that pathology report.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Yes, yes, yes, no, OK.
[CUSTOMER][NEUTRAL] OK, OK, yeah, well, I mean there was a pathology report but it came back, you know, benign and everything was good, so I didn't know if there was something there about the preventive preventiveness of it or or not so that's what I thought it was easier to call and ask them to try to read through all this stuff and figure it out.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Now, uh let me look up at your policy. I wanna check to see because um you may have a wellness benefit.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, because that would fall under wellness because you initially went in to check. So let me see if you have a wellness benefit.
[AGENT][NEUTRAL] And if you do, then you could file a wellness claim.
[CUSTOMER][NEUTRAL] I believe.
[CUSTOMER][POSITIVE] I believe I do and I believe I already filed my wellness claim for last year with the well I mean with the uh mammogram. I believe that you can go ahead and check. I appreciate that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] Yes ma'am, I'm looking right now, yes, and you do have 11 a year, yes, and you let let me see if you used it, let me check your claims real quick.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I don't see that you filed anything on this policy, but let me check your other policy. It may have fell under the other one because of the dates.
[AGENT][NEUTRAL] There
[CUSTOMER][NEUTRAL] Oh, OK, OK, yeah, it would have been back like in June or.
[AGENT][NEUTRAL] What was the date
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] So like July, probably [PII] [PII] would have been my mammogram.
[AGENT][NEUTRAL] Right, right.
[AGENT][POSITIVE] And then this one, yeah, I do see that you do have um an imaging for $50 that was paid out to you from a session Texas imaging for your wellness.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, is there anything else or any other questions you may have?
[CUSTOMER][NEUTRAL] No, no, that was it. So on that old policy there's not a deadline on when I can file even though he's passed.
[AGENT][NEUTRAL] No, ma'am, there's not we don't have a timely filing limit, so as long as you had um insurance coverage on the data service, you can file your claim at any time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, all right then I thank you so much for your time.
[AGENT][POSITIVE] You're very welcome. Is there anything else before we go?
[CUSTOMER][POSITIVE] No, I can't think of anything. I thank you so much.
[AGENT][POSITIVE] You're welcome. You have a blessed day and thank you for calling APL. You take care.
[CUSTOMER][POSITIVE] Yes, ma'am. You too. Bye-bye.
[AGENT][NEUTRAL] All right. Bye-bye, Miss [PII].