AccountId: 011433970860
ContactId: 51f3d531-4f2d-4240-81b1-4862b1da8245
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 771710 ms
Total Talk Time (AGENT): 392644 ms
Total Talk Time (CUSTOMER): 236749 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/51f3d531-4f2d-4240-81b1-4862b1da8245_20250618T18:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], how are you doing?
[AGENT][POSITIVE] Good how are you?
[CUSTOMER][POSITIVE] I'm doing good. Can you hear me OK?
[AGENT][NEUTRAL] Um, it's, it's a little off, but I think I can hear you.
[CUSTOMER][NEUTRAL] I've got a a.
[CUSTOMER][NEUTRAL] I know, OK, is that better, [PII]?
[AGENT][NEUTRAL] OK, yes. Who am I speaking with?
[CUSTOMER][NEUTRAL] OK, thank you. I'm so this is [PII]. I work in [PII] and. Look, I have a lady on the line.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] It's gonna be policy number 261.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 589 1.
[CUSTOMER][NEUTRAL] It's Ms. [PII], and I've verified all the information.
[CUSTOMER][NEUTRAL] The callback number is [PII].
[AGENT][NEUTRAL] Let me pull it up real quick.
[CUSTOMER][NEUTRAL] Oh, she's calling her husband. Oh, I'm sorry, take your time.
[AGENT][POSITIVE] No, you're good.
[AGENT][NEUTRAL] You said [PII]? OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, ma'am. [PII], yes ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I transferred it to the right place. She's calling her husband was diagnosed with lung cancer, and she's got some questions about the benefits. Can you help her with that?
[AGENT][NEUTRAL] Uh, sure, you can go ahead and send her over.
[CUSTOMER][POSITIVE] OK, thank you so much. You have a great afternoon.
[AGENT][NEUTRAL] You too bye.
[CUSTOMER][NEUTRAL] Bye-bye.
[CUSTOMER][POSITIVE] Good
[AGENT][NEUTRAL] [PII], are you on the line?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] OK, I heard from [PII] that you had some questions about your benefits.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, let me see if I can pull up your policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I wish I didn't.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what questions did you have for me?
[CUSTOMER][NEUTRAL] So my husband was diagnosed with um squamous cancer in the lungs.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I was just trying to see what type of benefits were available on that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see something real quick.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] That one.
[AGENT][NEUTRAL] All right. Give me just a moment, OK?
[CUSTOMER][POSITIVE] All righty.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] So that's cool.
[CUSTOMER][NEUTRAL] see
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I was unable to locate your policy in full, but I do have the basic benefits available right now, um, that I can go over with you. Um, I did put in a request to get that, that policy, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] As well, but it does look like you have
[AGENT][NEUTRAL] Yeah the group cancer plan. Let me see.
[AGENT][NEUTRAL] You get a first occurrence benefit um for cancer that is set at $10,000. So this will be a lump sum. Um, once you send in all of the paperwork showing that he was diagnosed with this cancer, um, they'll give you uh an amount of up to $10,000 for his first occurrence. Um, he didn't have a heart attack, but you do have heart attack coverage on there.
[AGENT][NEUTRAL] Um, it looks like you were also allotted, uh, the cancer screening benefits. So any of the screenings and tests that he had done, um, to show that he was diagnosed with cancer or to help diagnose him with cancer, you do have that benefit available.
[AGENT][NEUTRAL] Um, and like I said, I do apologize. I'm not able to see the, I'm not able to see the amount right now, um, but you do have that benefit available to you, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me see what else.
[CUSTOMER][NEUTRAL] Because they did like a PET scan.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And they
[CUSTOMER][NEUTRAL] It, you know, they did a CT scan first then they did a PET scan and then they did a biopsy.
[AGENT][NEUTRAL] All
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Oh, go ahead.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Then, um, they've sent us to at the cancer center to get a, a mapping done. They're hoping to be able to do um radiation on it.
[CUSTOMER][NEUTRAL] And uh.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So, what you will need for that, um, whenever you fill, you will fill out a cancer, uh, claim form. Um, I don't know if you have our online portal account yet, um, but if you don't, I can send you information on that.
[AGENT][NEUTRAL] But once you get on the portal, you will be able to um file a claim, or you can go to our website and download the form and send it in through the mail. Um, what you will need with this cancer plan, and it does say it on the form, it has a list of everything you might need to fill out or to uh include in your, uh, claim form. Typically, what it includes is any sort of procedure or any sort of um itemized bill or itemized receipt if they made you pay out of pocket for any of these.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] You'll want an itemized bill showing any sort of diagnosis code or any procedure codes that they've had. Um, typically, if he, if he had any lab work done, there will be a diagnosis code on there. Um, some hospitals will give it to you. Uh, typically, it's, it's best that you ask for those upfront that you need it itemized. Sometimes they just give you a bill that just has the amount and, and just says what it's for. Uh, we need those procedure codes.
[AGENT][NEUTRAL] Um, and any sort of lab testing that was done, we'll need any sort of the lab testing that shows the diagnosis.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, you know, we were sent to one place for the CT scan, a different place to go to the PET scan and a different place to do the biopsy. So, um.
[AGENT][NEUTRAL] Yeah, and I would send those, you should be able to send those all in with just the one cancer form, uh, with the one cancer claim form. And then, um, should he have any other further treatments, you can send those in as well. Um, but you will need a different cancer claim form each time, um, like should he go back in the future, you'll fill out another claim form and um there'll be information on what you'll need to send in each time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I'm trying to think if there's anything else that you might need.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] And it looks like since I was unable to pull up your policy, that means um I don't know if you can see it on your end or not, but I will get it to where if you do have your online account set up.
[AGENT][NEUTRAL] Excuse me. You'll be able to review your policy documents as well? OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] As
[AGENT][NEUTRAL] And let me see here.
[CUSTOMER][NEUTRAL] But probably need to set one up.
[AGENT][NEUTRAL] OK, and I am showing that we have, it looks like it might be a um.
[AGENT][NEUTRAL] A work email at [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, you'll want that email to sign in unless you prefer a different email. Do you have a personal email you'd prefer instead?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, that email's fine.
[AGENT][NEUTRAL] OK. So when you sign up with that email, um, you will click on insured.
[AGENT][NEUTRAL] And you will only fill out the information that's required, so that's just the last your last name, date of birth, and then uh that email address and then once you're logged in, you'll be able to see your policy documents, um, anything that is covered if you have any questions on, and then you can even file a claim online and you'll be able to check the status of those claims or you can always give us a call as well and we can help you with the status of those claims as well.
[CUSTOMER][NEUTRAL] OK, and what do I log into in order to set it to initially set it up? Is it just the APL?
[AGENT][POSITIVE] So it's secured.
[CUSTOMER][NEUTRAL] Insurance
[AGENT][NEUTRAL] It's secured. [PII].
[CUSTOMER][NEUTRAL] [PII]. [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm gonna have to make up my own password, right? I'll just get in with the user ID my email.
[AGENT][NEUTRAL] Right. You will.
[AGENT][NEUTRAL] Yes, we, if you had one in the past, we no longer use that platform so you'll have to create the new account. Everything from your old account will transfer over though, um, but you will go to create your OSC account and you will, we don't do user names anymore, it will verify your email each time, um, that's the new security feature that we've added.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you said it's Create OSC?
[AGENT][NEUTRAL] Yes, and you'll go to [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And I am working on, I don't know if you'll be able to see your policy documents in there yet or not, but I did put in a request to have those filled in so that we'll be able to see them as well. Um, so if you don't see your policy documents in there just yet, um, just know that I did go ahead and put in a request to get those uploaded.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright, well, I have like paper copies of some of it. I'm just not sure as far as what exactly it's saying, you know, it's got like a lump sum benefit it's got so much for up to a certain amount for vacation.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, that, that lump sum benefit is, yeah, that lump sum benefit is, I believe it's $10,000 and that's whenever he gets, he first gets diagnosed with cancer.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Ask me.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] That'll do it thank you very much I appreciate it and I guess if I get set up maybe I can pay that premium on online or something or?
[AGENT][POSITIVE] OK, thank you for
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, you should be able to, um, if you're paying for it yourself and not through your employer, you should be able to pay it all right there in the app.
[CUSTOMER][NEUTRAL] OK, because whenever they did the port because you just came out of our paycheck and we did pay it that direction, but once it we had to go to the portable and extend it, then it I did it se annual and then um I was like uh it's been 6 months, so now I need to pay the other half.
[AGENT][NEUTRAL] And if, mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah and um I will say if you have any questions like once you get logged in there if you have any questions um and you need help figuring out how to include your bank information or anything like that just give us a call back and we can walk you through it, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But a bill will be generated and go out to me in the mail hopefully um the postman can get it here.
[AGENT][NEUTRAL] Yeah, yes.
[CUSTOMER][NEUTRAL] So she come out weekend I think to be mailed like that's kind it kind of close.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, but you should be able to pay your premium online as well so um but if you have any issues, go ahead and give us a call back, OK?
[CUSTOMER][NEUTRAL] Uh, all right.
[CUSTOMER][POSITIVE] OK, thank you so much I appreciate your help.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yes ma'am, have a good day.
[AGENT][NEUTRAL] OK.