AccountId: 011433970860
ContactId: 50f2521b-e8df-455e-b1fa-6a8b604bc911
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 393230 ms
Total Talk Time (AGENT): 154712 ms
Total Talk Time (CUSTOMER): 178562 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/50f2521b-e8df-455e-b1fa-6a8b604bc911_20250102T21:20_UTC.wav
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[CUSTOMER][NEUTRAL] Have to do that like
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], we are, um, submitting, um, a claim for a cancer policy CPA 2200 online, and it doesn't have a drop down for the chemotherapy.
[AGENT][NEUTRAL] OK, um, can I get your name and your, um, call back number first and then I can help you with the claim.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, [PII], what is your callback number just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then what is your policy number, please?
[CUSTOMER][NEUTRAL] 02013383
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then also I'll need your address, phone number and email address that you have on the policy.
[CUSTOMER][NEUTRAL] Uh, I believe it's [PII].
[AGENT][NEUTRAL] Yes ma'am, that's correct. And then your email address that's on the policy?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I don't remember what email hold on, I can go in my email.
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][NEUTRAL] OK thank you and then the cell phone number that you gave me just in case or the phone number that you gave me just in case the call is dropped, is that your current cell phone number?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] OK, thank you, Ms. [PII]. I appreciate you verifying that information for me.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so,
[AGENT][NEUTRAL] You said it doesn't have a drop down for the chemotherapy?
[CUSTOMER][NEUTRAL] Right, so I'm like I started to do a wellness claim.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And all I'm seeing um are like scans and tests, not actual uh treatment, you know.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, so the wellness screen, the wellness claim form is uh just for wellness for like mammograms and things like that screenings. What you'll need is the cancer claim form.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So I'll go to the forms.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Claims, OK, we won't do anything.
[CUSTOMER][NEUTRAL] Oh, OK, so the cancer claim.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I, yeah, I did this on the initial one, so I'll need to do this on any of the treatment claims.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am, and on your first initial claim you'll need to send in your um pathology report.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] I did that already. They already I, I did my initial, um, they paid me that part now I'm finally getting into the nitty gritty.
[AGENT][NEUTRAL] OK, you've already done all that.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, good.
[AGENT][NEUTRAL] Oh, OK, OK, OK, I understand.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, so I'm, I'm trying to get ahead of that when I'm actually feeling good, so I'm like, OK, so I'll do that form for chemo and then I'm trying to, what about for surgery? Same thing.
[AGENT][NEUTRAL] Right, yeah.
[AGENT][NEUTRAL] The same form, yes, ma'am.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] For everything else I'll go through this, not the drop down list OK and then I have a question um the way that my let me pull it up so I read it word for word, um.
[AGENT][POSITIVE] Yes, ma'am. That's correct.
[CUSTOMER][NEUTRAL] Cause I live separate from like my family location wise, so they, my mom comes up to help me um while I have treatment and so I thought, understanding through my policy was that that could help pay her mileage if she drove.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, that is something that I'm gonna go ahead and transfer you on over to the claims department because there's an examiner that you can talk to to see if it'll pay for mama or if it just pays for you traveling back and forth, OK?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, because it's, yeah, it says like family like there's one for self and then one for family, so I'm just trying to understand.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, that part, OK.
[AGENT][NEUTRAL] OK, yes, yes, uh, let me make sure that I get you over to the claims department so you can speak to somebody that actually processes the claims and they'll be able to help you with that, OK?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Alright, it's gonna be a brief hold, yes ma'am, absolutely you have a blessed day and thank you for calling APL.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] All right, bye bye.
[CUSTOMER][NEUTRAL] Sing.
[CUSTOMER][NEUTRAL] Calling APL, this is [PII]. How may I assist you today?
[AGENT][NEUTRAL] Hi [PII], it's [PII] in the care team. I've got um Ms. [PII] on the phone. Her policy number is 2013383.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] She called um
[AGENT][NEUTRAL] For information about uh filing the claim which I gave to her, but she has further questions about her policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you so much. She's all verified too.
[CUSTOMER][NEUTRAL] Uh, OK. Oh, hold on, let me make sure. I think I might have wrote down the wrong number.
[AGENT][NEUTRAL] 2013383.
[CUSTOMER][POSITIVE] [PII]. OK, I have it pulled up. Thank you.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] You're welcome by April.
[CUSTOMER][NEUTRAL] Bye-bye.