AccountId: 011433970860
ContactId: 45e33a6c-ef8b-43d3-906f-83f8fffde508
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 332609 ms
Total Talk Time (AGENT): 109022 ms
Total Talk Time (CUSTOMER): 155906 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/45e33a6c-ef8b-43d3-906f-83f8fffde508_20250509T16:23_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, uh, my name's [PII]. Uh, I've received, uh, some information from you all in the past and my claim number is 3577417.
[CUSTOMER][NEUTRAL] And I'm following up.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, because I'm gonna start radiation treatment.
[CUSTOMER][NEUTRAL] And so I wanted to know, do I need a new form to uh submit for the information?
[CUSTOMER][NEUTRAL] Or will you all use just the previous forms that I submitted?
[AGENT][NEUTRAL] Um, let me get your pulse here pulled up real quick.
[AGENT][NEUTRAL] Uh, Mr. [PII], could you verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and your address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hi, you're
[AGENT][NEUTRAL] Your email address, um, your email address?
[CUSTOMER][NEUTRAL] Pardon?
[CUSTOMER][NEUTRAL] I think I gave you all the MGY RPR.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, yes, that's right.
[AGENT][NEUTRAL] OK, and checking on if you need to resubmit the form, is that right?
[CUSTOMER][NEUTRAL] Yes, uh, we followed up with the doctor, the oncologist, and neurologist and.
[CUSTOMER][NEUTRAL] Um, decided to go ahead and just go with the radiation treatment. Uh, it won't start till after the [PII], but, um, well, I saw how the previous one was basically this is, uh,
[CUSTOMER][NEUTRAL] It only went with the uh.
[CUSTOMER][NEUTRAL] I guess wellness expenses. Anyway, uh, but I believe there was also uh information when I talked to y'all the first time about radiation treatment. So do y'all cover that?
[AGENT][NEUTRAL] Um, let me pull up your policy and make sure.
[AGENT][NEUTRAL] Um, anything I quote is not a guarantee of payment. It's a basic outline of your plan.
[AGENT][NEUTRAL] Uh, let me pull this up. One moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, give me just one moment, and then I read through the policy.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] OK, so yes, you do have a benefit of 10,000 for chemo and radiation per calendar year.
[AGENT][NEUTRAL] And yes, if you can fill out a form for that, once you fill out that first claim form, um, and submit that first claim, after that, you can just submit the claims and we'll get them processed according to your policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, what, OK, so what would be the information you need as far as, uh, it's gonna be a 28 day cycle, the starting time frame and ending time frame or how would you.
[AGENT][NEUTRAL] Yes. So we'll need the dates that you're seeing. So each day that you go for chemo or radiation, um, and then like basically kind of an itemization of that. So showing chemo is performed, what your diagnosis is, how much they charged.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And you know, where the services were rendered, what hospitals, so.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. There's no chemo. Uh, apparently, after talking to the oncologist, they're gonna go with just radiation. So does that make a difference?
[AGENT][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] No, uh uh, it's chemo and radiation, so either or, so.
[CUSTOMER][NEUTRAL] Oh, OK, either or then? OK, so starting day time frames, uh, will y'all send me a new form then and then I fill it out from there?
[AGENT][NEUTRAL] Uh, do you need me
[AGENT][NEUTRAL] Yeah, do you want me to email one to you or do you want me to mail it?
[CUSTOMER][NEUTRAL] Yeah, uh, either way, like I said, uh, right now it says I'm meeting with them one more time, but, uh, it doesn't start till the [PII], so we're, we got time.
[AGENT][NEUTRAL] OK, I'll email that over to you and then um you know, like I said complete that and then gather the itemization of those charges and then you can get that submitted and we'll get that processed.
[CUSTOMER][POSITIVE] OK. All right. Thank you very much. Appreciate you. And what was your name again, please?
[AGENT][POSITIVE] OK, thank you for calling.
[AGENT][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. Yes.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I, I appreciate it very much, [PII], and I guess if I need any more help, I'll give you all a call again.
[AGENT][NEUTRAL] OK, well,
[AGENT][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] I think I've spoken to [PII], and now [PII].
[AGENT][POSITIVE] We're here to help any, any way we can, OK?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Sounds good. Thank you very much. Have a good day.
[AGENT][POSITIVE] Thank you for calling APL. You as well.
[CUSTOMER][NEUTRAL] OK bye bye.