AccountId: 011433970860
ContactId: 64859231-3394-493c-9741-4c710b9d9e1e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 649349 ms
Total Talk Time (AGENT): 277545 ms
Total Talk Time (CUSTOMER): 414010 ms
Interruptions: 10
Overall Sentiment: AGENT=1.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/64859231-3394-493c-9741-4c710b9d9e1e_20250325T13:35_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. My name is [PII], and I spoke with uh a girl by the name of [PII], um, probably a week or two ago. And um my husband's recently been diagnosed with uh cancer.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And so she and I talked, she gave me some, you know, different information, kind of told me how to file a claim. And, um, anyway, long story short, I did, and I thought I did everything right, but now it's saying, it, it didn't sound like I had anything coming.
[AGENT][NEUTRAL] Well, we can check on that.
[CUSTOMER][NEUTRAL] So I, I, I mean I had to have, uh, yeah, do you need my policy number by the way?
[AGENT][NEUTRAL] If you don't mind, please, yeah.
[CUSTOMER][NEUTRAL] Cause I do have that.
[CUSTOMER][NEUTRAL] Sure, 996576. I got like a text this morning.
[AGENT][POSITIVE] All right, thank you. And Miss [PII], what is a good callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Sure it is area code [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And can we verify your date of birth and current mailing address, please?
[CUSTOMER][NEUTRAL] You, you sure can. My birthday is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And our mailing address is [PII].
[AGENT][POSITIVE] All right, thank you so much for that. And then what is your email address? I can verify that as well.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yes ma'am, it is uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you so much for that verification.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] So, excuse me, I'm checking your husband's claim and it looks like that was in fact paid.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um, yesterday, now if you were checking online, it could take up to 48 hours to be able to view that claim status online.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, OK. Well, what I, I, whatever I read made me think that it, it.
[CUSTOMER][NEGATIVE] It was, you know, that either I did something wrong or that it wasn't covered or whatever. And so I thought, well, and I went all the way through all of the policy, because what I did was I hit the policy number. I couldn't figure out because we're not real computer literate here. Um, I have, and I'm on the phone the whole nine yards. We're in the hospital. When I talked to her last, we had not been admitted, so we've been here a week and we're ready to go home.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] I, I'm right there with you.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Oh, well, that's good.
[CUSTOMER][NEUTRAL] So, uh, and all we had, all we had to do was do one little claim to you and I wasn't sure I did it right. Uh, so anyway, I couldn't figure out on there where it would say.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] The payment was made.
[AGENT][NEUTRAL] So if you go under my claims section.
[AGENT][NEUTRAL] You should see a claim number 357.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 9668 and you can click on that claim number now you may not be able to view the decision yet, but if you're on there and you wanna click on that claim number just to see.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] OK, well, I'm, I'm talking to you, so that's, I can't do that and do the other day, but I can surf around and see if I can find what I'm, um, you know, I'm looking for it won't take long. I'll be able to learn how to navigate the site sure surely better. Do you mind me asking what what uh we can expect to have put in uh the account?
[AGENT][NEUTRAL] Oh, got you.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Absolutely, it is $5,078.
[CUSTOMER][NEUTRAL] OK, OK, and we will probab, sure, go ahead.
[AGENT][NEUTRAL] And I'm checking
[AGENT][NEUTRAL] I'm sorry, go ahead. I was checking on it, the surgical, um, we do need an itemized surgery bill that includes procedure codes and diagnosis codes, and you can just submit that at your earliest convenience.
[CUSTOMER][NEUTRAL] Oh, I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, now, um, um, um, wait a minute, let me think about the question I have for you just a second. So you do, uh, in regard to this, there is some more things that you need, correct?
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] That's correct. So we were able, that's right. We were able to pay the first occurrence benefit of $5000.
[CUSTOMER][NEUTRAL] Some more info, OK.
[AGENT][NEUTRAL] And your transportation to [PII] of $78. Now, for the um surgery,
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] On [PII], they will need that itemized, fully itemized bill from the surgery for the surgery.
[AGENT][NEUTRAL] And also a fully itemized hospital bill.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] For more for consideration of more business.
[CUSTOMER][NEUTRAL] OK, I'm getting something to write down, um.
[AGENT][POSITIVE] You take your time.
[CUSTOMER][POSITIVE] Yeah, let me get my pencil. OK, thank you. You guys have been so nice. I talked to [PII] the first time and she just had so much patience with me, um.
[AGENT][POSITIVE] Oh, you know, it's, we're here to help you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much. OK, so we're itemized bill.
[CUSTOMER][NEUTRAL] Own
[CUSTOMER][POSITIVE] I'm ready for you to repeat that now.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Automized bill. The, the first one I'm writing down is itemized bill.
[AGENT][NEUTRAL] For the surgery charges?
[AGENT][NEUTRAL] Yeah, so just itemized bill for the surgery.
[CUSTOMER][NEUTRAL] On the surgery which
[CUSTOMER][NEUTRAL] That was the one on the [PII], wasn't it?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and itemized bill you said.
[AGENT][NEUTRAL] I don't feel.
[AGENT][NEUTRAL] From the hospital.
[CUSTOMER][NEUTRAL] From the hospital. And that was on that same day, huh?
[AGENT][NEUTRAL] That's right. And so they are able to consider um more benefits payable. We just need that itemized bill.
[CUSTOMER][NEUTRAL] Hospital.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, um, all right, well, um, I appreciate it and I'm sure I'll be talking to you again, but, uh, because man it's went to a lot of different things I'm having to keep up with here, uh, but thank you so much and I'll be on the.
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] Good, I hope so.
[AGENT][NEUTRAL] You know, it's a lot, isn't it?
[CUSTOMER][POSITIVE] It is, it's really a lot, so but you know what we're gonna be OK.
[AGENT][NEUTRAL] So, anytime.
[AGENT][POSITIVE] You know what, I feel like you're gonna be OK too. I, I feel like the great physician's got his hands on you.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][POSITIVE] I think, I think you are right.
[AGENT][NEUTRAL] But I was gonna say that any itemized bills that you get that you feel like could be covered, just go ahead and submit them and let our adjusters review them because we would rather have documents we cannot pay versus not having documents we can pay for you.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][MIXED] That's right. That, uh, and I appreciate that a lot. And yes, I will, um, I just basically, I guess have need to get out of my bills of anything that goes on here like that.
[AGENT][NEUTRAL] Yes, ma'am. It's such as surgery or treatment or hospitalization. If you travel um for treatment, we'll always need that itemized bill for your treatment. And the
[CUSTOMER][NEUTRAL] Like this hospital stay.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Address, the physical address of the treatment location for your transportation.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] OK. Yeah, we're having everything done here at MD [PII], but like we're this, they immediately put us in the hospital and now we're going through 3 days of radiation to his brain. So, um, that, that'll be something else. But I'll take it one step at a time and I'll call you if I have any questions.
[AGENT][NEUTRAL] OK, so we need
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, ma'am. And one more thing, you have that lodging benefit. So if y'all have to go for treatment, you know, back to [PII] and you um get a hotel, don't forget to submit your receipts for the hotel as well.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][POSITIVE] I will do that. However, I'm fortunate enough that my sister has a home if, if we need to stay. So, uh, that, that will be OK. Now, just so I know, when I'm doing the, cause I'm trying to keep up with all of my, um, what do you call that? The the odometer, like when we leave, when we come back, do I need to keep up with that?
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Uh, that is such a blessing.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You do not.
[CUSTOMER][NEUTRAL] Real close or can I?
[AGENT][NEUTRAL] You don't, so what they do is they um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] They calculate the distance from your home to the treatment facility. So odometer readings that, that's not necessary. They just need those addresses.
[CUSTOMER][POSITIVE] OK, that's good.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because we started out doing real good and then we, we got down the road one day and it was like, oh no, we forgot to ride.
[AGENT][NEUTRAL] Well, you kind of got a lot on your mind, don't you?
[CUSTOMER][NEUTRAL] So you don't
[CUSTOMER][NEUTRAL] Well, well, that'll definitely make it easier because basically it's, it's that's what [PII] tried to explain to me. [PII], it's the same thing each time.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] But uh Lord me. But anyway, OK, well, that's it.
[AGENT][POSITIVE] But yeah, we're here to help you.
[CUSTOMER][POSITIVE] Yes, and I appreciate it. So, and now there isn't anything like on food or parking, is there?
[AGENT][NEGATIVE] No, ma'am. Unfortunately not.
[CUSTOMER][NEUTRAL] OK, that's OK. I, I did not really expect there to be, but I really didn't wanna keep receipts that I didn't have to, you know.
[AGENT][NEUTRAL] Yeah, I understand. It probably feels like you're having to keep up.
[CUSTOMER][NEUTRAL] It keep that I didn't know about it.
[AGENT][NEUTRAL] Library of documents.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Well, thank you again for all your help and um we'll just
[AGENT][POSITIVE] Oh [PII], it was such a pleasure.
[CUSTOMER][POSITIVE] Thank you. Have a good day.
[AGENT][POSITIVE] It's been my pleasure to help you with that claim status, Ms. [PII]. I hope you and Mr. [PII] get to doing better and call us if there's anything we can do for you. Thank you for calling APL.
[CUSTOMER][NEUTRAL] Like
[AGENT][POSITIVE] Take care. Bye-bye. Mhm. Bye-bye.
[CUSTOMER][POSITIVE] Thank you so much bye bye.