AccountId: 011433970860
ContactId: 5a35ccbd-6193-4821-875c-0356532e6bcd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1086329 ms
Total Talk Time (AGENT): 362784 ms
Total Talk Time (CUSTOMER): 396377 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/5a35ccbd-6193-4821-875c-0356532e6bcd_20250625T15:41_UTC.wav
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[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, uh, we have a cancer policy with APL and I'm trying to set up an online account and I'm having.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I'm having a little trouble doing that.
[AGENT][NEUTRAL] OK, I'm sorry to hear that. Do you have your policy number? I can pull up your information.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just a second here.
[CUSTOMER][NEUTRAL] It's uh 599951.
[AGENT][NEUTRAL] All right. And then let me just verify please your name and date of birth.
[CUSTOMER][NEUTRAL] I'm [PII] and I was born [PII] and it's a family policy. There's three of us on it.
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And then if I could just get the address on file.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. All right. So have you guys ever logged on before or is this your first time?
[CUSTOMER][NEUTRAL] I did a claim for my daddy once, but uh for us and our, ours, we haven't.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So when you get to the website then you do need to click on create your OSC account. Are you by a computer we can walk through this together.
[CUSTOMER][NEUTRAL] Yes ma'am. I've been doing that and when I enter my.
[CUSTOMER][NEUTRAL] Email address?
[CUSTOMER][NEGATIVE] It doesn't um.
[CUSTOMER][NEGATIVE] It, it says, you know, they can't locate us or whatever.
[AGENT][NEUTRAL] OK, so that's
[CUSTOMER][NEUTRAL] And I'm with this policy for over 20 years, it may not have my email.
[AGENT][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] So I was gonna confirm that with you, yeah, next. So the email that we have on here is [PII]. Is that still good?
[CUSTOMER][NEUTRAL] I had my husband
[CUSTOMER][NEUTRAL] Yes, that's correct. I'm to that side now where it says create my account.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And then it asks you to select the role that describes you. You're gonna click on insured.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so when you get to the next page.
[AGENT][NEUTRAL] Just enter your last name, your email.
[AGENT][NEUTRAL] And your date of birth, do not put in the social or the zip code.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, hold on a minute I've been.
[CUSTOMER][NEUTRAL] Let me delete some of what I've been trying. Don't put the zip code.
[CUSTOMER][NEUTRAL] OK, hold on.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I've got the last name and the email and what else did you say?
[AGENT][NEUTRAL] And just the date of birth.
[CUSTOMER][NEUTRAL] OK, hold on a sec.
[CUSTOMER][NEUTRAL] OK, I have that in.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So we have [PII], we have [PII], and then we have date of birth in there [PII].
[CUSTOMER][NEUTRAL] That's my husband, yeah.
[AGENT][NEUTRAL] OK, so then click next and tell me what it does.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it says complete your account set up so that's better than I would do and I was trying to enter.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, now click continue.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. Enter my email.
[AGENT][NEUTRAL] Mhm. And then it's gonna send you a verification code.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Let me get them. I'll get them.
[CUSTOMER][NEUTRAL] I already tried to get a verification code once. Let me see if they sent me another one now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes ma'am, I have it.
[AGENT][NEUTRAL] So then you put that code in, yeah, and you'll click verify and then down below, then you're gonna set up your password.
[CUSTOMER][NEUTRAL] And I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I've got it.
[CUSTOMER][NEUTRAL] All right, I don't think I've ever had a password.
[CUSTOMER][NEUTRAL] I'm just probably gonna use the suggested.
[AGENT][NEUTRAL] You may wanna, yeah, you may wanna create something you'll remember it's up to you, but the email is gonna be the username going forward so.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEGATIVE] Let me put that down.
[CUSTOMER][POSITIVE] Uh, I wanna thank uh uh.
[CUSTOMER][NEUTRAL] My password here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I'll enter that yeah.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] And I'll confirm.
[CUSTOMER][NEUTRAL] I'm a little slow. You'll have to give me.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, I did that. I've got the password and and have it confirmed.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It says my name, I think.
[AGENT][NEUTRAL] So that's optional to put in display name down that down below. You can just click the continue or whatever the next button is, you don't have to fill out the stuff down below.
[CUSTOMER][NEUTRAL] Alright, so I'm skipping this play name given name and surname.
[AGENT][NEUTRAL] Yeah, you can skip that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm, I'm agreeing cause.
[CUSTOMER][NEUTRAL] What else can I do?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's probably it's gonna take you back to the dashboard and then it's gonna have you log in because now you have a username and password so you're gonna have to do that again and wait for another code.
[CUSTOMER][NEUTRAL] OK, I understand. Well, you help me get through that hurdle there that I couldn't. I had no way of knowing to leave some of them blank.
[AGENT][NEUTRAL] No, I know. I apologize for the confusion.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh that's OK. It's confusion everywhere.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well let me just ask you a couple of more things before I can handle going to the dashboard and all that going forward.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But um
[CUSTOMER][NEGATIVE] Yesterday we we got some bad news about my husband so that's why I'm trying to create this account.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And and uh I was just wondering uh.
[CUSTOMER][NEUTRAL] Or all the
[CUSTOMER][NEUTRAL] Uh, he's been undergoing some diagnostic tests and he got a biopsy result yesterday, so I was wondering, you know, if I needed to, uh, just start the claim forms now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So let's see, yeah, let's take a look and see what your policy benefits are here.
[AGENT][NEUTRAL] Because some of these do have um what they call
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] A first occurrence like benefit, meaning if you're diagnosed with um cancer, then if we get the diagnosis, we, you know, some of these will pay out a lump sum.
[AGENT][NEUTRAL] Um, let's just see here.
[CUSTOMER][NEUTRAL] Do you have my policy number?
[AGENT][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEUTRAL] 590 yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let's see
[AGENT][POSITIVE] Trying to get to the benefits page here. I appreciate your patience.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] Oh, let's see.
[AGENT][NEUTRAL] So it does have, depending upon where the biopsy was done, um, there is a biopsy benefit.
[AGENT][NEUTRAL] Um, like chest, abdomen, uh, breast, thyroid.
[CUSTOMER][NEUTRAL] Well, uh, he, he was diagnosed with the prostate cancer.
[AGENT][NEUTRAL] Prostate. OK, let's see here.
[AGENT][NEUTRAL] Stomach, liver, pancreas.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So, for a male biopsy um of the prostate, there is a benefit, it looks like of $100.
[AGENT][NEUTRAL] Um, it looks like there's also
[AGENT][NEUTRAL] Um, if there's a surgery done, it looks like there's a benefit for that. It's showing of
[AGENT][NEUTRAL] 1350.
[AGENT][NEUTRAL] So, initially, you would definitely want to, um, since he's had the biopsy done, you could go ahead and submit for that. It is a benefit on the policy.
[AGENT][NEUTRAL] So if you want, what I can do um is email you [PII] the claim form if that would be helpful for what you would need.
[CUSTOMER][NEUTRAL] OK, well, let me back this up a minute. I tried to look through my policy last night and I don't know if it's my most version or what.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] But it talked about the diagnostic process, right, he had several things done leading up to this diagnosis.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] The least of which 2 PSAs, then they did a, a CAT scan, an MRI, then they did a CAT scan.
[CUSTOMER][NEUTRAL] Then they did the box.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So is is there some coverage for these diagnostic steps we've been through?
[AGENT][NEUTRAL] Usually there is a diagnostic benefit. I wasn't.
[AGENT][NEUTRAL] On the scheduled benefits, it doesn't list any sort of diagnostic testing benefits that I see. Um, it has like a preventative care benefit, so like,
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Initially, let's say if you have a test done just, you know, as your yearly preventative checkup, there's a benefit for that which would be uh a diagnostic test.
[CUSTOMER][NEUTRAL] So the scans that they've done, none of that gets any coverage?
[AGENT][NEUTRAL] not seeing diagnostic testing. Let's see, medical equipment.
[CUSTOMER][NEUTRAL] Let me ask you, uh, well my, if I go to my account number on here from, uh, from my policy number on here from the dashboard, will I be able to say my current policy?
[AGENT][NEUTRAL] Mhm. Yeah, your policy certificate, yeah, it's in there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll read through all that.
[AGENT][NEUTRAL] Yeah, I mean, I'm just not seeing it listed, Mrs. [PII] like in the scheduled benefits, so you, it'll break down, you know, um, each thing and usually give you the amount and I just don't see anything listed there.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Well, I mean, I've, we've been paying on this policy 20 years and I don't know that yet dollars uh.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] I've been paying for the last 600 a year.
[CUSTOMER][NEGATIVE] And I'm sure there's more than them gonna say well here's $100 you've got cancer.
[CUSTOMER][POSITIVE] Surely there's more relief than that.
[AGENT][NEUTRAL] Well, yeah, it does have, I mean, um,
[AGENT][NEUTRAL] Let me go back here.
[AGENT][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Because next they're gonna do a full body scan.
[CUSTOMER][NEUTRAL] You know, to make sure it's contained.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Within the, so you know that's the kinds of things I thought cancer insurance would help with.
[AGENT][POSITIVE] Yeah, cause it like it has a benefit for like the radiation, chemotherapy, up to $10,000 in a year, has a benefit for blood and plasma.
[AGENT][NEUTRAL] Shows medical equipment, anesthesia, if there's a surgery.
[AGENT][NEUTRAL] Surgical benefit.
[CUSTOMER][NEUTRAL] So it's mostly.
[CUSTOMER][NEUTRAL] It's mostly gonna be regarding the treatment process and.
[AGENT][NEUTRAL] A lot of it is for treatment, yeah, confinement, drugs and medicine.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, um, I'm just making sure, uh, now I have one more question. Um, we are on Medicare and we have a supplement.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, I do not report this policy to the doctor. It will pay to us when we submit.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Uh, that's how I wanted to make sure because I'd always been cautioned that was the best approach.
[AGENT][NEUTRAL] Yeah, yeah, but no, they'll be, they'll be paid to you directly.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][POSITIVE] OK. Well, you've been helpful. May I ask your name?
[AGENT][NEUTRAL] Absolutely. My name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] I appreciate it. uh, I'm, I can probably get the ball rolling myself now by going to the dashboard.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] They
[CUSTOMER][POSITIVE] When I submit something it'll probably show that it's been paid by our insurance, I mean our Medicare or our supplement, but that won't matter. I mean we'll get the benefit that we had coming, right?
[AGENT][NEUTRAL] That's
[AGENT][POSITIVE] Right, yeah, that won't matter, exactly correct. Yes, ma'am.
[CUSTOMER][POSITIVE] Uh, OK, well, I appreciate it there.
[AGENT][POSITIVE] You're very welcome. I hope you have a nice day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.