AccountId: 011433970860
ContactId: 632f953c-e575-4444-afaa-5e2c480f5f13
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 547900 ms
Total Talk Time (AGENT): 310561 ms
Total Talk Time (CUSTOMER): 165252 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/632f953c-e575-4444-afaa-5e2c480f5f13_20250527T20:24_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, it's been a long time since I called, but I'm trying to find out some information.
[AGENT][NEUTRAL] OK. Are you the insured?
[CUSTOMER][NEGATIVE] Yes, I'm the person that's insured and I had uh breast cancer started treatments in [PII] and I was just trying to see when was the last time I paid, I mean, you know, when the last time I filed anything or was it too late to file because I'm still getting all these bills that I keep paying on and I didn't know if I had exhausted all my money with the APL or not.
[AGENT][NEUTRAL] OK, so you're wanting to find out about claims from [PII] that were filed?
[CUSTOMER][NEUTRAL] Well, yes, well, I filed, I know the ones in [PII], but since then, like [PII] or [PII], I don't think I filed any when I was going to the doctor and I was trying to see had I exhausted all the money that I could get from the claim or did I, or what, you know, that's what I was trying to find out since I'm off of work.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And who am I speaking with?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][POSITIVE] OK, thank you. And Ms. [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and your policy number?
[CUSTOMER][NEUTRAL] Now that I don't have.
[AGENT][NEUTRAL] OK, Ms. [PII], what is your full social security number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. One moment please.
[AGENT][NEUTRAL] OK, and Ms. [PII], I will have to verify several things with you first for security and then also any information that is provided will be a verification of benefits and not a guarantee of payment. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And also your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one that you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes, that's the only number I have.
[AGENT][NEUTRAL] OK, thank you. And lastly your email address and this does appear to be your work email.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] OK, thank you very much for verifying all of your information with me, Miss [PII].
[AGENT][NEUTRAL] OK, so on your, I do see that the last time we received a claim from you was in [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let's see, and that was actually for dates of service. That claim was for date of service in [PII].
[CUSTOMER][NEUTRAL] OK, [PII]. And you don't see anything where I, uh, OK, cause I was taking treatments all the way up until then, but I still go now, you know, but it's just for office visits. But I know all of
[AGENT][NEUTRAL] I don't
[AGENT][NEUTRAL] Mhm. I can look at.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Since [PII] was when I was actually still taking treatments, but I didn't submit any claims for the rest of that end of that year.
[AGENT][NEUTRAL] No, ma'am, there's not any claims, um.
[AGENT][NEUTRAL] You submitted two claims. One was in [PII], but that was also for a [PII] date of service.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] And then the next claim that you sent us was [PII]. Well, it was received in [PII], and that also was for the same data service, [PII].
[CUSTOMER][NEUTRAL] OK, 7620.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, alright, so you don't have anything that I submitted since then. Is it too late for me to try to get the information and submit it?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] No ma'am, you can still file claims no ma'am, we do not, it's not too late. We do not have a timely filing limit. So, um, now I do have a question for you. Have you ever set up your profile in our portal, Ms. [PII], where you can.
[CUSTOMER][NEUTRAL] It's not
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] No, I don't not.
[CUSTOMER][NEUTRAL] I don't, I don't recall ever doing that, no.
[AGENT][NEUTRAL] OK, it doesn't appear that you did. OK, so we have a portal that's called the online service center.
[AGENT][NEUTRAL] And once you set up your profile in the portal you can actually have access to your policy information and you can also submit claims to us through the portal. Now I will be happy to email you the user guide, but I would wait a couple of days to set that up because there are going to be some new implementations to it, um, Ms. [PII] this week.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That are being rolled out so if you were to set up your profile today, for example, you would have to set it up again so you might since you've never set it up I would just wait a few days but I can go ahead and send you the user guide that we currently have for the portal the steps will basically be the same as far as setting it up of course when you get to the website, you know.
[CUSTOMER][NEUTRAL] OK, all right, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It'll ask you questions, you know, fill in the blanks, that kind of thing. Um, and I can also attach the cancer claim form, so because it has the instructions on page one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, thank you.
[AGENT][NEUTRAL] Um, for, you know, what type of documentation you will also need to submit when you send in your claim form or upload it to your portal. So give me just a second and I'm gonna go ahead and get that for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I got one other question, but I guess if I didn't submit it, I know y'all wouldn't have gotten it because like uh all of [PII], I had to take radiation treatments for the whole month. So if I didn't submit none of that, that means I didn't, OK, all right, I just have to do that.
[AGENT][NEUTRAL] Yes, I'm
[AGENT][NEUTRAL] Yeah, we don't have any of that. Mhm. Yes, we, we do not have any of those.
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][POSITIVE] OK, thank you for that.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Oh, you're welcome.
[CUSTOMER][NEUTRAL] And I actually thought it was too late, but since we got out of school Friday, I said I was going to check on this.
[AGENT][NEUTRAL] No, ma'am, that is one thing that's excellent about our company is that we do not have that timely filing. If your policy was active, you can still, you know, for your dates of service, you can still file your claims.
[CUSTOMER][POSITIVE] Oh OK, thank you.
[AGENT][NEUTRAL] OK, so the email that I'm sending to you, Ms. [PII], it's gonna come from [PII].
[AGENT][NEUTRAL] And I did put APL in your subject line.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I attached the user guide for the portal as well as that cancer claim form. So I don't think that it will get in your junk or spam folder, but because that is your work email, you know, if you don't see it in your inbox, you may want to check one of those two folders, but I can also give you your policy number, Ms. [PII], if you would like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes, OK, I'm ready for it.
[AGENT][NEUTRAL] We'll see that in your portal as well, but it's 781.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 103.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I could remember the 781, but I didn't think of the rest of it.
[AGENT][NEUTRAL] Yes, 781-103, and again, you will see that also in your portal once you get that set up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Well, is there anything else that I could help you with today?
[CUSTOMER][POSITIVE] No, you've been such a big help. Thank you so much.
[AGENT][POSITIVE] Oh, well, you're very welcome and it was my pleasure in speaking to you, Ms. [PII]. So thank you again for calling APL and I hope that you have a very nice, um, evening.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.