AccountId: 011433970860
ContactId: 560c1c30-2a0f-4b88-8ea3-50d658a929af
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 400220 ms
Total Talk Time (AGENT): 177529 ms
Total Talk Time (CUSTOMER): 139013 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/560c1c30-2a0f-4b88-8ea3-50d658a929af_20250625T14:47_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, we have a question. My wife has a uh cancer policy. She's been carrying it for quite a few years, and she's being diagnosed with melanoma. Is that covered under these policies or do you need to look and see or what?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, what's that policy number, sir, in your name?
[CUSTOMER][NEUTRAL] Well, last name is [PII] and uh policy number 740151.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is Ms. [PII] there with you?
[CUSTOMER][POSITIVE] Yes, she, she's right here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Uh, yes, ma'am. Uh, Ms. [PII], verify your date of birth, mailing address and email address for me, please?
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] OK. And your, OK.
[CUSTOMER][NEUTRAL] My email
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Address is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you so much. And you said uh email address is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and the rest?
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII] thank you ma'am.
[AGENT][NEUTRAL] And you're giving us permission to speak with your husband in regards to your policy.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, thank you ma'am. Give me one moment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, give me one moment, sir. I'm gonna pull this up so I look at the plan. I do believe melanoma is covered, even, um,
[AGENT][NEUTRAL] We will need the claim form and the pathology report, um.
[AGENT][NEUTRAL] Has Miss [PII] started any treatment like chemo or radiation or surgery?
[CUSTOMER][NEUTRAL] She had surgery, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Yeah, she's seen, uh, 3 different doctors so far on this, uh, her surgeon, her, uh, what's what's that other doctor, a plastic surgeon, and what's, what's, uh, what's the one diagnosed the dermatologist, right? She's had to same 3 different doctors so far.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So, um, skin cancer is covered under the plan. Uh, we will need that pathology report, initially diagnosed on her with cancer, the itemized bill for the surgeries.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And was she in an outpatient facility for the surgeries, I'm assuming?
[CUSTOMER][NEUTRAL] Yes, yes, well, UT Southwestern Hospital, UT Southwestern Hospital is what she done it, but they done it as an outpatient, you're right.
[AGENT][NEUTRAL] OK, and we would need to.
[AGENT][NEUTRAL] OK, uh, yes, sir, then we would need that itemized hospital bill as well and the claim form, which is available on our website.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] Uh, do we need to.
[CUSTOMER][NEUTRAL] Uh, send one of these to each one of her doctors and the hospitals or what do we need to do? I'm, I'm kinda.
[CUSTOMER][NEUTRAL] Let me figure out what we need to do here.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] No, sir. She would just need to request the pathology report for the initial diagnosis, um, the itemized bill for the surgeries for the, I'm assuming the initial surgery, and then for the plastic surgery?
[CUSTOMER][NEUTRAL] But she had had two surgeries on and then she's had one plastic surgery and she's waiting on another one.
[AGENT][NEUTRAL] And out of my time.
[AGENT][NEUTRAL] OK. So, yes, just uh any billing in regards to the surgeries and the hospital charge.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, uh,
[CUSTOMER][NEUTRAL] So we go to your website, uh, let me see if I could find that uh.
[AGENT][NEUTRAL] Yes, sir. If you go into [PII].
[AGENT][NEUTRAL] Under claims and form. Yes, sir. [PII].
[CUSTOMER][NEUTRAL] I am public.
[CUSTOMER][NEUTRAL] OK, what, what next?
[AGENT][NEUTRAL] Under claims and forms, if you look over to your right, it should say claims and form to where you can click on.
[AGENT][NEUTRAL] And when you scroll down, you'll see all the different forms. You just need to fill out that cancer claim form.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, and then we have to send that to our to the doctors and then get that to you guys, right?
[AGENT][NEUTRAL] Uh, no, it's just, she will have to fill out this form. Uh, this is only for the insured. It doesn't ask for the, uh, provider.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK and then so.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] OK, ma'am, OK, what else do you need?
[CUSTOMER][NEUTRAL] Pathology report.
[AGENT][NEUTRAL] Initial pathology report, any billing for the surgeries, and the billing for the facility in this claim form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I need to call my dog.
[AGENT][NEUTRAL] And on the claim form,
[AGENT][NEUTRAL] I'm sorry. Say again.
[CUSTOMER][NEUTRAL] All 3 of all three of my doctors, I need to get that from them.
[AGENT][NEUTRAL] Yes ma'am, the billing.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And um I was just gonna let you know on the claim form too, um, that first page, it does have instructions to the insured, just something you can keep, just to let you know anytime you have any claims or receive any treatment, what information we would need, uh, that you just, uh, for you to submit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Yes, ma'am. And is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No ma'am.
[AGENT][POSITIVE] OK, I thank you so much for calling APL and y'all have a great day.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Bye.