AccountId: 011433970860
ContactId: 5b8a4564-2a62-44ff-ac6a-5d9f2b6cbf44
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 460660 ms
Total Talk Time (AGENT): 151699 ms
Total Talk Time (CUSTOMER): 125200 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/5b8a4564-2a62-44ff-ac6a-5d9f2b6cbf44_20250409T21:03_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, can you pull up my policy, please?
[AGENT][NEUTRAL] OK, may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Thank you. And may I have your policy number?
[CUSTOMER][NEUTRAL] 2559237
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] And I have you here and I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the email address?
[CUSTOMER][NEUTRAL] Uh, I'm not sure what you have. [PII].
[AGENT][NEGATIVE] Oops, hold on one moment, just messed up.
[AGENT][POSITIVE] So, yes, and thank you so much for verifying your information. How may I assist you today?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It's still active, correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, and when am I paid in full or am I making monthly payments?
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] It's paid up until looks like September, but let me double check. Hold on one second.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, it's paid up until [PII], so the next um
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Invoice will be [PII].
[CUSTOMER][NEUTRAL] OK. Can I go ahead and pay, can I go ahead and pay for the next year?
[AGENT][NEUTRAL] OK, um, and before I get you over to group billing, was there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Uh, can you answer questions about the policy?
[AGENT][NEUTRAL] Yes, I can answer the questions, but the payment over the phone that needs to go to group billing.
[CUSTOMER][NEUTRAL] Yeah, no, I understand, um, alright, so if I get and I don't know yet, I'm just wondering if there's another cancer occurrence.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What is there a payout there?
[CUSTOMER][NEUTRAL] Or did already exhaust?
[AGENT][NEUTRAL] Yeah, the first, the first occurrence, um, if that's, that's what you're referring to, like if there's a like a diagnosis and then there's a lump sum.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yes. If you've already received that, then yes, that's one per lifetime.
[CUSTOMER][NEUTRAL] That's one and done, OK, and then let's say I it comes back or whatever, how does this policy pay out?
[AGENT][NEUTRAL] Um, let's see, hold on.
[CUSTOMER][NEUTRAL] Is it still the 20,000 bucks for chemo? per year per calendar year?
[AGENT][NEUTRAL] Hold on one moment, I'm pulling up your um policy benefits.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And just for the call, all the information provided is a verification of benefits, not a guarantee of payment. So, um, yes, you have the $20,000 per 12-month period for chemo, radiation, or immunotherapy, um, therapy. There's also hormone therapy, um, experimental treatment.
[AGENT][NEUTRAL] Um, if the mastectomy is ever needed.
[CUSTOMER][NEUTRAL] Does that all fall under the 20,000 or?
[AGENT][NEUTRAL] No, the 20,000 is only for radiation, chemo, and immunotherapy.
[CUSTOMER][NEUTRAL] OK, and then all the other things are rattling up for a different dollar amount?
[AGENT][NEUTRAL] Hormone therapy is $50 per treatment, up to a max of 12 treatments per calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What about heated chemotherapy?
[AGENT][NEUTRAL] There's no specification, we'll have to see with the coding, but chemotherapy is under the 20,000.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, that was my question. Nothing, I mean, I don't have anything going on right now, but.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Just wanna make sure, OK, can you send me over the billing please?
[AGENT][NEUTRAL] Sure. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] I can't think of anything.
[AGENT][POSITIVE] All right. Well, thanks so much for calling APL and hold on one moment for your transfer.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Deferring
[CUSTOMER][NEUTRAL] Thank you for calling ATS. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, I didn't, I can't hear you. What's your name?
[CUSTOMER][NEUTRAL] Uh, this is [PII].
[AGENT][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you doing?
[CUSTOMER][POSITIVE] Good, how are you?
[AGENT][POSITIVE] I'm doing good. I have a member on the other line who wants to play, who wants to pay her premium for the next year. She pays it yearly.
[CUSTOMER][NEUTRAL] OK, um, what's the um policy number?
[AGENT][NEUTRAL] 2559237.
[CUSTOMER][NEUTRAL] OK, does she know she's already still paid up to August?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] She wants to pay next year, sounds like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and who is it? Is it [PII]?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, all right, you can go ahead and send it over.
[AGENT][NEUTRAL] Alright, hold on one moment.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Hi hi [PII], this is [PII] in the billing department.