AccountId: 011433970860
ContactId: 62c5245c-39f2-4355-8f50-438cb4206057
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 337829 ms
Total Talk Time (AGENT): 112609 ms
Total Talk Time (CUSTOMER): 157596 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/62c5245c-39f2-4355-8f50-438cb4206057_20250203T16:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] with whom am I speaking how may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. Um, I am with Loney ISD and I'm working on filing a uh cancer claim, um.
[CUSTOMER][NEUTRAL] I had a couple of questions for you. Um,
[CUSTOMER][NEUTRAL] My school district changed insurances.
[CUSTOMER][NEUTRAL] Beginning of this year, I wasn't aware of it. I filed my claim with the company with through them, and it was with the wrong company because we had a deal last year and we have Chu this year, year before that we had something else, I don't know, um, or two years before that, something like, uh.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] But I had cancer in [PII]. Um
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is it still?
[CUSTOMER][NEUTRAL] Uh, can I still file a claim on that?
[AGENT][NEUTRAL] OK, first I need to, I need to pull up your policy, OK, so I need a policy number and a call back number for you. So what's your policy number?
[CUSTOMER][NEUTRAL] And you know I'm not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I'm looking. I have it on the.
[CUSTOMER][NEGATIVE] I put it right here, um, divorce $20 and pages numbers hang on.
[CUSTOMER][NEUTRAL] I had it just so.
[CUSTOMER][NEUTRAL] Um 13634.
[CUSTOMER][NEUTRAL] It's the number that I was given.
[AGENT][NEUTRAL] And what's your callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] K [PII]
[AGENT][POSITIVE] Thank you for that information. One moment please.
[AGENT][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] OK, that's not a policy number 13634 is not a policy number, so let me go to another screen where I can look up your actual policy number. One moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] What's your social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you for that information. And what was your first name and last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. One moment while I go ahead and pull that policy up and I'll give you the correct policy number once I verify some information.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Verify your date of birth for me please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your physical mailing address or, yeah, your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Or it's [PII].
[AGENT][NEUTRAL] [PII], that's correct one. And what's your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that information. OK, so the correct policy number is 2430023.
[AGENT][NEUTRAL] And I can assist you with your questions today about can you file a claim? We don't have a timely filing, but your policy did lapse on [PII].
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] So, you can file a claim anytime before that from the beginning of your policy date, which was [PII]. OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, awesome.
[AGENT][NEUTRAL] Alright, anything else I can help you with?
[CUSTOMER][NEUTRAL] And um I
[CUSTOMER][NEUTRAL] Yeah, um, I have just the can, um,
[CUSTOMER][NEUTRAL] The, the claim forms, um, can I get those online or?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes you can at [PII] up on the claims forms mhm [PII].
[CUSTOMER][NEUTRAL] Hang on, hang on
[CUSTOMER][NEUTRAL] And OK, underline form.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh. And it'll be the cancer claim form, OK? Anything else I can help you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That is it. Um, I have, but it's not, no, it's not, no, it's not. I've got another question. Um, I have, because I was filling this out with our current insurance with, with Cub.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I have um
[CUSTOMER][NEUTRAL] Like I have a handful, um.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Is it that I have paperwork when my doctor filled out there.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And it's got ch uh.
[CUSTOMER][NEUTRAL] Excuse me, it's got educator cancer indemnity of workplace benefits at the top of it, but my doctor has filled it all out. Can I send that to y'all too?
[AGENT][NEUTRAL] Uh, you can, sure. Mhm. Sure. Mhm. All right. Anything else I can help you with?
[CUSTOMER][NEUTRAL] You know it just
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well,
[CUSTOMER][NEUTRAL] I think
[AGENT][POSITIVE] Alright, well thank you for calling APO Miss [PII]. Have a great day and take care bye bye.
[CUSTOMER][NEUTRAL] OK