AccountId: 011433970860
ContactId: 55aaaddb-72e4-4172-b3ae-68f58b1b02e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 464609 ms
Total Talk Time (AGENT): 235901 ms
Total Talk Time (CUSTOMER): 150552 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/55aaaddb-72e4-4172-b3ae-68f58b1b02e3_20250221T22:21_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is uh [PII]. I was calling you. I know I went to see the doctor today and they took the paperwork so they can fill out for my cancer thing.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Y'all should be receiving it soon here.
[AGENT][NEUTRAL] OK, I can note the policy for you. May I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] 256-603-0.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And I have you here. I just need you to verify your date of birth, mailing, and email address.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] [PII] email address that.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] Do [PII] sorry.org.
[AGENT][NEUTRAL] Oh, you're fine, and then just your mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and you just wanted me to note that you did um go to the doctors today and they'll be um submitting a claim for you.
[CUSTOMER][NEUTRAL] It's how they get the thing they was wanting for me to see when I was diagnosed with uh but I did turn it into my email y'all fax those papers off y'all on [PII]. That stuff was in there too with it already.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Are they still looking at the paperwork?
[AGENT][NEUTRAL] So you're saying the um the paperwork to to show like the diagnosis?
[CUSTOMER][NEUTRAL] Uh that was in there when I went to they were diagnosed with the uh the cancer.
[CUSTOMER][NEUTRAL] It was back in January of this year. And so what I was saying of what I uh
[CUSTOMER][NEUTRAL] Send all that in, they need something else for me and I said they have to fill that out, so they fill it out for me fax it off Monday I think.
[AGENT][NEUTRAL] OK. Do you want me to see if anything's been received?
[CUSTOMER][NEUTRAL] But what I'm saying is
[CUSTOMER][NEUTRAL] Only thing I want to see the uh someday when y'all working on other stuff I sent you on [PII]. I wonder how far is that along.
[AGENT][NEUTRAL] Is it for the cancer policy as well?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, this is the only policy. The reason I'm asking is because I only see this one claim here from [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's one for medical bill there.
[CUSTOMER][NEUTRAL] From them and then I did one. Do y'all see one I fetchy [PII].
[AGENT][NEUTRAL] Yeah, this
[AGENT][NEUTRAL] No, sir, I'm not showing anything other than this one, but you can resubmit it if you need to.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No, I've been did that. Y'all y'all say y'all had it and somebody was looking at it.
[AGENT][NEUTRAL] So is that the one that's here because this is the only one that's here. Oh, it may have came in separately and now it's together because I do see two lines, but it's the same claim number.
[CUSTOMER][NEUTRAL] That's the one.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So they said on the first one from [PII].
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] So it looks like because there's two lines here, but they both have the same claim number, so I'm wondering, well, no, this says it came in [PII].
[CUSTOMER][NEUTRAL] That's one I did for the it was for a bill from [PII] from them. I was on the phone with a guy. It was [PII], but I faxed out one earlier [PII]. That was a claim too.
[AGENT][NEUTRAL] But then
[AGENT][NEUTRAL] Let me see if this is, if they combined, if they combine the two.
[CUSTOMER][NEUTRAL] They probably combine them together. That's probably the reason why.
[AGENT][NEUTRAL] 020625. OK, I see it. So they did. The first line here came in on [PII], the second one was [PII]. So yeah, they put them together.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Because they both have the same claim number here, it's just two different like mines.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So yes, that has been processed and let me see what this is. Hold on one second.
[AGENT][NEUTRAL] OK, so since they put it together, they both were, this is requesting.
[AGENT][NEUTRAL] Looks like medical records. So that's what you were talking about, yes, altogether.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yeah, the medical records, just the one, but I did the medical records earlier which y'all and I did the one on [PII] all that paperwork and everything was in there with that one too.
[AGENT][NEUTRAL] OK, yes.
[CUSTOMER][NEUTRAL] And you know how long I have to wait now before I hear anything?
[AGENT][NEUTRAL] So, we usually give the same turnaround 7 to 15 business days, but because it's already been processed and this is just additional, you know, information that was asked for, it could be, it could take less time, we just give the whole turnaround just in case.
[CUSTOMER][NEUTRAL] Oh OK, she'll be somewhere by next week. I'm gonna hear from y'all again then.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Cause I know like if you get hospitalized, I mean not hospitalized, but whatever.
[CUSTOMER][NEGATIVE] They said the first payment was $5000. They were diagnosed with anything.
[AGENT][NEUTRAL] Oh, for your first occurrence benefit, let me check for you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hold on 1 2nd.
[AGENT][NEUTRAL] Yes, the first occurrence benefit is a lump sum of $5000. Yes, sir.
[CUSTOMER][NEUTRAL] And then they said $20,000 for $20,000 for one year.
[CUSTOMER][NEUTRAL] And what would that be for?
[AGENT][NEUTRAL] Hold on, let me pull up all your benefits so I can see all of them. Hold on one second.
[CUSTOMER][NEUTRAL] Coverage on that stuff.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] So again, just for the call, all the information provided is a verification of benefits, not a guarantee of payment. So the 20,000, OK, here it is. So the policy will pay up to $20,000 per month, per, per 12-month period, so per year, um, towards radiation therapy, chemotherapy, or immunotherapy.
[CUSTOMER][POSITIVE] Cause I do have the radiation treatment next they're gonna start my setting up an appointment for next month on that.
[AGENT][NEUTRAL] So the easiest thing to do, OK, they are submitting it. Hold on, let me see if they are.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] No, you are. The easiest thing to do would be to give your um the facility anytime it's in reference to um your treatments or anything, cancer, give them your cancer policy number so that they will, so that they will bill us and you don't have to worry about all the forms and everything. If they have our policy number on file, you know, like when they ask you for your insurance information.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] If you put our policy number down, they'll just bill us in order with the other insurances that you have.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, just give me my policy number.
[AGENT][NEUTRAL] Yes, sir, and if they need to
[CUSTOMER][POSITIVE] And then y'all will take care of that for me.
[AGENT][NEUTRAL] Uh, if they have the policy number on file once the services are done and they, they bill for the claim, they'll go ahead and bill us too, so that you don't have to do all the leg work and then um.
[AGENT][NEUTRAL] What was I gonna say before that?
[AGENT][NEUTRAL] If they did have any questions or anything, you can just give them our phone number, you know, when you give them the policy number and they can call us to verify your benefits.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] OK then, let me do it right now then. Thank you, ma'am.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Bye bye.