AccountId: 011433970860
ContactId: 55d7efc5-0892-414f-ad4a-eab223a7a926
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 565640 ms
Total Talk Time (AGENT): 247883 ms
Total Talk Time (CUSTOMER): 330651 ms
Interruptions: 5
Overall Sentiment: AGENT=0.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/55d7efc5-0892-414f-ad4a-eab223a7a926_20250624T15:19_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, ma'am, good to hear you. Uh, I'm [PII] here in [PII], and I have a cancer lump sum policy with y'all.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And sad to say, but I'm gonna have to.
[CUSTOMER][NEUTRAL] Uh, file a claim for that. They found, uh, my left thyroid had cancer in it, so I've got the path report.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And I have had [PII] send me forms.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh, I do have one question.
[CUSTOMER][NEUTRAL] I can't remember what it was. Um.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] It says here surgical pathology report.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't guess that matters. Um, it describes the cancer.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] It has their comment confirming that it is a carcinoma.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh where it is of the size and everything they see is that sufficient to file with this claim form?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Was that, um, Miss [PII], was that the um first pathology that you got for that, um,
[CUSTOMER][NEUTRAL] Well
[AGENT][NEUTRAL] Finding
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yes, if that's the first pathology report for the findings, then yes, that is what we need.
[CUSTOMER][POSITIVE] Oh yes, yes, it is.
[AGENT][NEUTRAL] Mm, OK, um.
[CUSTOMER][NEUTRAL] Uh, I told them I needed the past report, you know, stating everything about it, and this is what they, they sent me back. Um,
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Uh, let me have a callback number just in case we get disconnected. I'm sorry, Ms. [PII].
[CUSTOMER][NEUTRAL] So it's a
[CUSTOMER][NEUTRAL] OK, yes, that's fine. [PII].
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] OK, thank you. Go ahead with your question.
[CUSTOMER][NEUTRAL] Do you, do you need to look at that policy number?
[AGENT][NEUTRAL] If you don't mind, yes.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Yes 573-974.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, and um just for security, may I have your date of birth and mailing address?
[CUSTOMER][NEUTRAL] Uh yes, my birthday [PII].
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] And address [PII].
[AGENT][POSITIVE] Perfect. Thank you. OK. And what other questions do you have about the claim?
[CUSTOMER][NEUTRAL] Um, well, on the, the.
[CUSTOMER][NEUTRAL] First page it has.
[CUSTOMER][NEUTRAL] To, uh, the indicated documentation must accompany the following statement of insured when filing a claim and it says path report.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Must be submitted. I've got that. And then under that, it's got 3 bullets. It says initial diagnosis of cancer.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, that would have to be my path report. And then it says new diagnosis of cancer. So if they find any more cancer
[AGENT][NEUTRAL] Yes, that's it. Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh my
[CUSTOMER][NEUTRAL] Thyroid that's left.
[CUSTOMER][NEUTRAL] That would be the new diagnosis of cancer.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yes, um, that's usually if you have a different policy. Um, let me check and see exactly what, let me look at your benefits really quick just to make sure that because if it only pays for the lump sum, um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That that's just the one time, but if it's more than that, then yeah, OK.
[CUSTOMER][NEUTRAL] Well, I've got
[CUSTOMER][NEUTRAL] Yes, I
[CUSTOMER][NEUTRAL] Yeah, I know that that would just be a one time um.
[AGENT][NEUTRAL] Really
[AGENT][NEUTRAL] Yeah, mhm, so.
[CUSTOMER][NEUTRAL] They're talking about removing the right side.
[CUSTOMER][NEUTRAL] Because there is a nodule over there.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So that will be in the future, but.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have a regular cancer policy.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And I've, I've really not looked at it, but.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I hope I don't have to use the intensive care or the heart. This is big enough right here.
[AGENT][NEUTRAL] Yeah, yeah, I understand. OK, so let's see, so this one in particular, uh, OK, so this one is just a lump sum. So yeah, this one once it's used, it's just, um, its terminates, OK, um, because this just one time, um, let me check and see, yeah, because that, um, claim form that you're looking at is a generic claim form. It does have a little bit more.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] information because that's for anybody that is trying to um process a claim for cancer. It has different cancer policies. So that's just the generic um in your case, um we just need the initial diagnosis of cancer. So you just need the pathology report and the first bullet. That's all you're gonna need. Other than that, um, let's see, um.
[CUSTOMER][NEGATIVE] I'd have to get a different claim form.
[AGENT][NEUTRAL] No, that is the one you need. It's just that in your case, all we, all we're gonna need is the pathology report and it will be the initial diagnosis of cancer. That's the one we need for you, OK? So you can just follow it, go ahead.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Well, I'll get, I've got everything done. Yeah. That, that's easy.
[AGENT][NEUTRAL] OK, so just, yeah, so just fill out the, the first part which is section A, um, and then um section B, and then the acknowledgement, just make sure you sign that, um, section C, you can just um skip it. uh family member lodging you can also skip them because that's just, again, that's a generic form. And then on the last page which is page 4, go ahead and sign that, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, I've got it done. Well, I will put it in the mail to y'all. It'll probably take a week to get there.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm, yes.
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] But I don't, I don't have a fax. And uh how long will it take to be reviewed in, in the
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The money sent.
[AGENT][NEUTRAL] Yeah, OK. Once it's processed, yeah, once it's received, it's usually processed within 7 to 10 business days.
[CUSTOMER][NEUTRAL] Couple of weeks or
[CUSTOMER][POSITIVE] Oh, that's good. That's not bad.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, I'll get this off today and then I will start, um,
[CUSTOMER][NEUTRAL] I have
[CUSTOMER][NEUTRAL] Uh, a different type of cancer on my right lung.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And they're talking about removing that [PII], so I will have to call back. I just can't do more than one thing at a time, it seems like. So I don't have anything on it yet, but uh I do have a diagnosis, but that's all so far. But I'll get all that together and give you all a call, make sure I have it all.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I understand.
[AGENT][NEUTRAL] Yes, OK.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And send it to you.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Sure, no problem, Miss [PII].
[CUSTOMER][NEUTRAL] My hus my husband sold these policies all over the state of [PII].
[AGENT][NEUTRAL] Oh, well.
[CUSTOMER][NEUTRAL] And I think ours was the first one he saw, he took out and uh
[CUSTOMER][NEUTRAL] We had, I had these for years can't remember the the date on them, but.
[AGENT][NEUTRAL] Yeah, I see.
[AGENT][NEUTRAL] Yeah, about 20 years, um, [PII], it looks like.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Isn't it something?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] And they pay off, uh, used it on him.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Back in [PII], he had ALS and during the ALS um diagnosis, they found prostate cancer.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] So I remember filling out his stuff and
[CUSTOMER][POSITIVE] Paying it off and sending it off and you'll pay it real quick. So,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank goodness we've got such.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Well, thank you for your help.
[AGENT][POSITIVE] You're welcome, Miss [PII], and thank you for calling APL. I hope you get better.
[CUSTOMER][POSITIVE] Oh, I, you know, I haven't had any pain. They caught it early on.
[AGENT][POSITIVE] Oh, that's good.
[CUSTOMER][NEUTRAL] And the one in my, my lung is really small and they can go in robotically and remove it.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Moving. OK.
[CUSTOMER][NEUTRAL] And I met with the surgeon yesterday and.
[CUSTOMER][NEUTRAL] He said, this is the way we do it now. So I thought, well, I'm just
[AGENT][NEUTRAL] Yes, yeah.
[CUSTOMER][NEUTRAL] Just be glad when it's over.
[AGENT][NEUTRAL] Yes, I'm sure.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I just don't let me wake up.
[AGENT][NEUTRAL] It'll be fine, Miss [PII].
[CUSTOMER][POSITIVE] Yeah. Well, you've been a lot of help, and I thank you and all.
[AGENT][POSITIVE] You're welcome, Miss.
[CUSTOMER][POSITIVE] All right. We'll talk to you later.
[AGENT][POSITIVE] OK. All right, have a good day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Yeah.