AccountId: 011433970860
ContactId: 468bd284-bd4b-4608-a60c-fd1d8f39b37c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 556000 ms
Total Talk Time (AGENT): 284160 ms
Total Talk Time (CUSTOMER): 189586 ms
Interruptions: 3
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/468bd284-bd4b-4608-a60c-fd1d8f39b37c_20250212T23:23_UTC.wav
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[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Thank you for calling APL. This is. How may I help you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Um, yes, my mother has a policy through you all. I have, um,
[CUSTOMER][NEUTRAL] I've gone through the process to send the legal power of attorney and I all that's been approved.
[CUSTOMER][NEUTRAL] I am just curious, and this may seem like a really dumb question at what actually the policy covers.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, um, I can help you um with your mama's policy. Can I get your name and your callback number first?
[CUSTOMER][NEUTRAL] Yes, yes, of course, it's [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And my phone number is [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. And what is the policy number?
[CUSTOMER][NEUTRAL] It is, um, I wrote it down here 112479.
[AGENT][NEUTRAL] Thank you. And then what's your mother's name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII], I don't see that you've actually been added to the policy yet as the power of attorney. Is your mama there?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I got the email saying I was approved.
[AGENT][NEUTRAL] From us
[CUSTOMER][NEGATIVE] I, I got some kind of notification saying the power of attorney had been approved. She is, um, not, she's at this point she's not waking up so she can't talk on the phone.
[CUSTOMER][NEUTRAL] I sent it let's see it says status active OK yeah.
[AGENT][NEUTRAL] OK, I do see it. I do see it.
[AGENT][POSITIVE] I see that the power of attorney is valid and request release of information to the attorney in fact may be accepted. OK, got you. I got you taken care of. I I I found it. OK, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEGATIVE] What kind of policy she has here. This is a cancer policy.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And I, I sent in all of her MRI results and CT results, um.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Because they, they asked me to do that because we did not have pathology results because they were not able to do a biopsy.
[CUSTOMER][NEUTRAL] Um, and so they said whoever I spoke with a few weeks ago said to just send in the reports.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] So I uploaded those when I did the power of attorney.
[AGENT][NEUTRAL] OK, so you have
[AGENT][NEUTRAL] OK, let me see as far as the claims go.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What's the process of the claims at this time.
[AGENT][NEUTRAL] It says they're waiting on pathology report for the claims you may need, we may need to transfer you to claims so that you could talk to somebody about that if you received something stating just to send the reports um I did check that for you though, um.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] The policy itself, you're just wondering, you know, what the benefits of the policy are?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and this is just to verify her coverage it's not a guarantee of payment so she has a daily.
[CUSTOMER][NEUTRAL] Of course, yeah.
[AGENT][NEUTRAL] A daily hospital benefit chemo.
[AGENT][NEUTRAL] Um, benefit of $250.
[AGENT][NEUTRAL] Um, she has an intensive care writer of $900.
[AGENT][NEUTRAL] She has a chemotherapy, 10,000 annual maximum charge benefit.
[AGENT][NEUTRAL] Of $10,000.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that's what I see on this policy. That's what she has.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, I was just curious if it helped with any of the um because she's, she was not a candidate for chemo, um.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I was just wonder our our biggest expense is her 24 hour caregiver, um, but I'm assuming from what you said it doesn't cover that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me pull up the.
[AGENT][NEUTRAL] The big policy I was looking at the, the basic general information. Let me pull up the complete policy and see what it states as far as having home health care or something like that if there's something in there that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, sure.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That mentions that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. It's gonna be just a second because the computer has to load it and then I have to read it. So it's gonna be just a moment.
[CUSTOMER][POSITIVE] Sure, no problem.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, looking.
[AGENT][NEUTRAL] Yeah, I'm not seeing anything in here about home health care.
[AGENT][NEUTRAL] So far anyway I'm still looking through.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I don't see anything about home health care so it doesn't look like that's covered, but because we looked at the um claim and it said it's still waiting on the pathology report, I had mentioned being able to talk to the claims department about that because somebody had told you just send the general reports in you can ask them again about um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Home health care, anything to have people come out and help take care of her. I didn't see it in the policy, you know, and I just kind of skimmed through it to make sure that I didn't see any of those words that would stand out.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Such a shame. She's paid for so long for this and not to help in the end. Such a shame.
[AGENT][NEUTRAL] Yeah, I know. Yeah.
[AGENT][NEUTRAL] Um, but what I will do, I will, um, go ahead and transfer you now on over to somebody in the cancer claims department and let them help you further, OK?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much I appreciate it.
[AGENT][POSITIVE] OK. You're so welcome, Ms. [PII]. You have a blessed day and thanks for calling APL. Thank you. Bye-bye.
[CUSTOMER][POSITIVE] All right you too all right bye bye.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] You for calling APL. You're speaking with [PII]. How may I help you today?
[AGENT][NEUTRAL] Hi, [PII], it's [PII]. Um, I, hey, I'm good. I've got Miss uh [PII] Stelps on the phone. She is the POA for Ms. [PII].
[CUSTOMER][NEUTRAL] Hey, how are you doing?
[CUSTOMER][NEUTRAL] And we got the information on file that should the PO POA.
[AGENT][NEUTRAL] Um, the policy numbers.
[AGENT][NEUTRAL] Uh, yes, we've got it in, um, checked it and even says it in the notes, um, the policy number is 112479.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, give me a sec.
[AGENT][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] 112479.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And this is for Miss [PII], OK.
[AGENT][NEUTRAL] Yes, um, claim number 3558848 says that we're waiting on pathology report, so miss.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh, we need to pass out before, OK.
[AGENT][NEUTRAL] So Ms. [PII] is on the phone and she said she's already talked to claims there's some kind of issue with her not being able to get the pathology report and somebody told her that she can just send in all the reports.
[AGENT][NEUTRAL] And we should be able to do the claim that way and she just wants to talk to somebody about that.
[CUSTOMER][NEUTRAL] OK, OK. I wonder who she talked to and told her that because I know we have to have, OK, so, OK, you can let me speak to her. Let me see who did this and then maybe she, she can, uh, talk to who, uh, it looked like this was [PII], but uh I, I can just, I can't tell her that I can talk to her, but I can't tell her that we have to have a past report. So let me just speak to her. I, I have, I.
[AGENT][NEUTRAL] I didn't see no
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, [PII]. You have a good rest of your night. Bye-bye.
[CUSTOMER][POSITIVE] OK. All right, thank you.