AccountId: 011433970860
ContactId: 58e029cb-61bf-4b4c-8151-a09a624deccd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 302410 ms
Total Talk Time (AGENT): 96799 ms
Total Talk Time (CUSTOMER): 155079 ms
Interruptions: 1
Overall Sentiment: AGENT=2.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/58e029cb-61bf-4b4c-8151-a09a624deccd_20250305T18:55_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, can you hear me? I'm on speaker phone. I can change if I need to.
[AGENT][NEUTRAL] No, I can hear you all right.
[CUSTOMER][NEUTRAL] OK, I have a policy, a cancel policy with y'all, and I can give you the policy number if you need it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it's just it's 252.
[CUSTOMER][NEUTRAL] 8985
[AGENT][NEUTRAL] OK, let me pull this up here. Let's see.
[AGENT][POSITIVE] Thank you so much for that. And then if I could just get your name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And then the last thing I'll need just for verification is your physical address and email address, please.
[CUSTOMER][NEUTRAL] OK, it's [PII] and the email is [PII].
[AGENT][POSITIVE] Thank you so much, [PII]. How can I help today with this?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, I have, um, I have two claims that I had filed that, that are out there right now. They've already been paid. One of them was for my initial um onset of invasive cancer, and then one of them was for an MRI after cancer. Um, now, I have now, I waited, they said I could either do it weekly or I could do it at the end, but I've now gone through all 30 of my radiation treatments.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I have, um, Texas Oncology has printed me out it's like 19 pages but it has every date listed the CPT codes, um, the diagnosis codes. Do I just need to do like a new claim and upload that?
[AGENT][POSITIVE] Perfect.
[AGENT][POSITIVE] Yes ma'am, it sounds like you got it all right there perfect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They said, I know when I told them what I needed, they said, oh yes, we did that for, this is, this is what you need and they printed it all out and I, I had planned to do it in smaller increments, but then with the radiation and chemo, I just was too, I just was in no shape to even think about that, so.
[AGENT][POSITIVE] Oh, yes. Yeah, no, yes, ma'am, absolutely. No, no, no problem. So yeah, you can still do those, absolutely.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so just go in, um, and do like a file a new like I'm doing a new claim and when it just upload those documents.
[AGENT][NEUTRAL] Mhm, absolutely, and then, um,
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] You should also just make sure that you have the claim form with it, um, but I'm sure you're, are you, you're familiar with that.
[CUSTOMER][NEUTRAL] The claim form. I am not. Is there there another claim? Well, I thought I did that online when I is this something different?
[AGENT][NEUTRAL] So it's just, yeah.
[CUSTOMER][NEUTRAL] I've never done it.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] No, I'm sorry, it's OK. I've just not done a claim form I guess before I've just done the one thing online.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] So when you do it, I think.
[AGENT][NEUTRAL] I out there.
[CUSTOMER][NEUTRAL] So I found a cancer claim form that I just download that form and upload it to and then just do a claim online.
[AGENT][NEUTRAL] Mhm yeah yeah so usually anytime you do them online you'll do the claim form with it that's why I was kind of looking to see, so you click that upload files.
[CUSTOMER][NEUTRAL] Just in case, OK.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] But that's exactly the form that is needed, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, so you can download that and then it does state there I believe on page one, there's like a section for radiation. It'll tell you exactly what's needed, but if you have that itemized with every single day, that's perfect.
[CUSTOMER][NEUTRAL] OK, well I've never done this paper one, but I'm going to print it out, uh fill it out right quick and then um I'll upload it with the, the itemized statement from the cancer center.
[AGENT][POSITIVE] OK, yeah, sounds good. That, that should be perfect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much. I appreciate it.
[AGENT][POSITIVE] You're welcome, [PII]. Have a nice rest of your day.
[CUSTOMER][NEUTRAL] You too.