AccountId: 011433970860
ContactId: 4e126d11-e1e0-467d-bffc-bfdaaf122e7c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 292029 ms
Total Talk Time (AGENT): 129510 ms
Total Talk Time (CUSTOMER): 81676 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/4e126d11-e1e0-467d-bffc-bfdaaf122e7c_20250417T18:48_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Thank you for calling
[CUSTOMER][NEUTRAL] Uh, yes, this is [PII], and I have a policy with y'all. And I was just wondering, I've got a skin cancer on my ear that I'm receiving radiation, um.
[CUSTOMER][NEUTRAL] And I just wonder if this policy pays any for that.
[AGENT][NEUTRAL] Um, yeah, we can definitely take a look. Do you have your policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yeah, it's uh 594233.
[AGENT][POSITIVE] All right, thank you so much. Let me just pull this up here.
[AGENT][NEUTRAL] Right. And then if I could verify your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then lastly, I just need to get your physical address, please.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, thank you so much. I appreciate that.
[AGENT][NEUTRAL] Uh, so let's see what this.
[AGENT][NEUTRAL] Let me just pull your policy certificate up here and that whole.
[AGENT][NEUTRAL] Give me some more information here.
[AGENT][NEUTRAL] OK, so the schedule page on here, Mr. [PII] does say that the policy has a chemotherapy and radiation treatment benefit of up to $10,000 for the calendar year.
[CUSTOMER][NEUTRAL] OK, so I just need to.
[CUSTOMER][NEUTRAL] An application or?
[CUSTOMER][NEUTRAL] You know, thing to fill out to send in and uh information from the.
[CUSTOMER][NEUTRAL] Doctor.
[AGENT][NEUTRAL] From the provider. So, um, what I, yeah, what I can do if this works for you, um, is I can put in a request to have the claim forms for the cancer policy. Um, I can have those sent to your home address there and then that way you can get those filled out and then the first page will just be instructions as far as what you'll need to get from your doctors to send with that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you could get it back to us either in the US postal mail or you could fax it or I can email the information to you also if you prefer that.
[CUSTOMER][NEUTRAL] Uh, I'd rather get it by mail because I don't do much emailing.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm not, I'm not a high tech guy.
[AGENT][POSITIVE] That's not a problem, no worries. So I can send it to you in the US postal mail, not a problem.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Um, so I'll send that off to you and then once you get that, um, you could look over that and it should, like I said, it'll tell you on the first page what documentation you need but if you have any concerns or questions once you get the claim form, definitely give us a call and we can help you with that if we need to.
[CUSTOMER][NEUTRAL] All right, well,
[CUSTOMER][POSITIVE] I've been getting treatments, or radiation treatments for a couple of weeks, and I just got to thinking about this policy. I've had it for years, and it paid really good when my wife had cancer back a few years ago.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I thought I'd give you a call and see if it do anything.
[AGENT][POSITIVE] Yeah. Yeah, no, absolutely, absolutely. So, um, those will be sent out to you here in the next uh day or so. Did you have anything else you needed me to check on for you?
[CUSTOMER][POSITIVE] I think they'll do it.
[AGENT][POSITIVE] All right. Well, we appreciate you calling APL. Have a good rest of your day, Mr. [PII].
[CUSTOMER][POSITIVE] You too, thanks.
[AGENT][NEUTRAL] Bye bye.