AccountId: 011433970860
ContactId: 56222010-0356-4ade-858b-ba721502f4a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 618059 ms
Total Talk Time (AGENT): 264064 ms
Total Talk Time (CUSTOMER): 259430 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/56222010-0356-4ade-858b-ba721502f4a7_20250123T16:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Uh yes, ma'am. I have, I was told that it was American Public Life that I have the cancer insurance through. I was trying to sign up but it says I don't, when I try to sign up, it says I don't, it didn't find me, so.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, and you were trying to sign up in the online service center, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes ma'am.
[AGENT][NEUTRAL] OK, alright, I can help you uh can you please give me your name and your call back number?
[CUSTOMER][NEUTRAL] OK, it's [PII], great house, like a great big house, and it's [PII].
[AGENT][NEUTRAL] OK. All right, Ms. [PII], uh, what is your policy number?
[CUSTOMER][NEUTRAL] I don't know yet that's why I'm just now trying to find out about it and understand it.
[AGENT][NEUTRAL] OK, OK. All right. If you can give me your social security number, that'll pull in any policies that you may have with us.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] OK, let me see if I can find you that way, Miss [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Um, it is, uh, the address is [PII]. I think the email that y'all would have is probably [PII].
[AGENT][NEUTRAL] Yes, ma'am, that's correct. And then the phone number that you gave me just in case uh the call is disconnected, is that your cell phone number?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, Miss [PII], thank you for doing that for me and verifying your policy. Let me look and see if you have anything active with us.
[AGENT][NEUTRAL] OK, yes ma'am.
[AGENT][NEUTRAL] You have an active policy. Let me give you your policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 252.
[AGENT][NEUTRAL] 854 7.
[CUSTOMER][NEUTRAL] 252-854-7
[AGENT][POSITIVE] Yes, that's correct and then let me go ahead and see if I can.
[AGENT][NEUTRAL] Pull you up in the online service center.
[CUSTOMER][NEGATIVE] I was trying to like register on it and it said he couldn't find me.
[AGENT][NEUTRAL] Oh, OK. Well, let's verify, make sure that we've got your date of birth.
[AGENT][NEUTRAL] Your date of birth is
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] [PII], and I try now because I had to add your phone number in.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] And it all those things have to match in order for you to be able to get into the online service center.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] To going back in again.
[CUSTOMER][NEUTRAL] Oh, so should I put the policy number in now or just the or the Social Security then I guess, I guess the policy number is probably better now. Oh, Social Security.
[AGENT][NEUTRAL] Your social security.
[AGENT][NEUTRAL] I think it goes, yeah, I think it goes by Social Security.
[CUSTOMER][POSITIVE] Which I'm looking here it never did ask my telephone number, but let's see what it does. Oh, let me go past that time. That's good.
[AGENT][POSITIVE] Yay good.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I can go ahead and create that, but I have a question. I don't know if I asked you or who, um, I started my coverage in [PII].
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I was diagnosed with cancer in [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEGATIVE] And I didn't even realize it, so I never made any claims on it because I didn't realize what it was just so much going on like it never even came to my mind, you know what I mean? Um, I continued my coverage because I never did change any of my benefits, you know, to the next show I was like I'm gonna keep everything the same. Well now I have uh breast cancer this time. I had thyroid cancer. I just got diagnosed like in December now.
[AGENT][NEUTRAL] Right, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am. OK.
[CUSTOMER][NEUTRAL] So I'm about to have to face all that again. Is there any way I can also backtrack all that I paid for?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, so what I'm going to do is I'm gonna give you our website.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's um [PII].
[AGENT][NEUTRAL] That so that's like [PII].
[AGENT][NEUTRAL] [PII]. When you go in there, go to claims and forms.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And download the cancer claim form.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] When you download the cancer claim form, that first page is a cheat sheet so that you can look on there and see everything that you need to be able to send in for your claims. We don't, we don't have a timely filing limit so as long as you're covered on the data service you can file a claim.
[CUSTOMER][NEUTRAL] OK,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so if I was hired or if I got it in [PII] and then they diagnosed in [PII], that's a year in advance, so I will be covered then?
[AGENT][NEUTRAL] Right, your yeah, your policy was original effective date is [PII].
[CUSTOMER][NEUTRAL] I should be.
[AGENT][NEUTRAL] So anything after [PII] to current you can file back claims on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][NEUTRAL] OK, alright, so do the cheat sheet, download all these claim forms, um, and then they'll also tell me any other things I need like maybe receipts or whatever, and then, uh, fill out the cancer claim form, anything else I need to know?
[AGENT][NEUTRAL] Yes. Um, on that first initial diagnosis of cancer, you're gonna need your pathology report.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so they really didn't, they, I don't know if they consider it because what they did was the um the ultrasounds and everything, and then they biopsied and there was only a percentage of it for thyroid. Um, but when they removed it in [PII] is when they confirmed, yes, it's cancer.
[AGENT][NEUTRAL] That's important to show.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um, so is that the pathology when they had that, that confirmation for sure, or is it when they first biopsied and said it had suspicion of it being, it's like 90% I think at that time.
[AGENT][NEUTRAL] Right. I would get the, the first, the initial, the first initial diagnosis pathology report.
[CUSTOMER][NEUTRAL] So what do you think that means? Is that like when they first suspected it or when they first, when they took it out and they confirmed it was cancer?
[AGENT][NEUTRAL] When they confirmed.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] So then I can get that from my doctor then. OK.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Uh, is there anything else I need to know or?
[AGENT][NEUTRAL] No, ma'am. Um,
[CUSTOMER][POSITIVE] And then now I just start claiming everything from here. Do I go ahead and claim now that they can now that I have it again, a different kind, fun times to be had. Do I just now start following each one of those now as they're coming?
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right. Um, just go ahead and file in each claim that you do. OK. So like you're first going back, you'll need just one claim form for the past stuff and everything sent with that one claim form. And then your second diagnosis, I would also fill out another claim form.
[AGENT][NEUTRAL] To show that it's two separate claims and everything that it's asking for with that one and then you just um as you have things done, you will need to fill out one claim form and send the backup information with with each claim form.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, so do, OK, I'm sorry, I'm asking a lot of questions, but so last year, do I follow each one of them like I had radiation, I've had radiation twice with them. Um, I had my surgery, um, so like each one of those things I, uh, are each one an individual claim or is it?
[AGENT][NEUTRAL] It's OK.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No? OK.
[AGENT][NEUTRAL] No, you can use, uh, you can use one claim form for everything you did last year and send everything you did last year in with your, your claim form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well, I think I got it and I will go on and finish throwing everything out and go from there.
[AGENT][NEUTRAL] OK. OK.
[AGENT][POSITIVE] Yes, absolutely. And look, if you get stuck or you need help with anything, call us and any one of us girls can help walk you through it, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I really appreciate it. Thank you so much.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. I hope you have a blessed rest of your day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. You have a great day too.
[AGENT][NEUTRAL] All right. Bye-bye, Ms. [PII].
[CUSTOMER][POSITIVE] Good one. All right. All right, bye-bye.