AccountId: 011433970860
ContactId: 65e8a063-8a33-4073-9045-6f29dc3911dc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 563679 ms
Total Talk Time (AGENT): 185859 ms
Total Talk Time (CUSTOMER): 167444 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=-1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/65e8a063-8a33-4073-9045-6f29dc3911dc_20250213T15:46_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], it's [PII]. How are you today?
[AGENT][NEUTRAL] Fine. How are you?
[CUSTOMER][NEUTRAL] I'm, I'm here.
[CUSTOMER][NEUTRAL] I'm here. I have a really nice lady on the line with one of our broker's offices, and she's calling on policy 254.
[CUSTOMER][NEUTRAL] 282-2 for a Mr. [PII].
[CUSTOMER][NEUTRAL] And there's no policy certificate for me to look at.
[CUSTOMER][NEUTRAL] But her question is.
[CUSTOMER][NEUTRAL] This group was had Guardian last year, and he's been undergoing treatment for cancer.
[CUSTOMER][NEUTRAL] And she's wanting to know, he's now receiving new services, but she doesn't have full information. She thinks it's related to the same cancer that he's been being treated for, but she is not sure about that.
[CUSTOMER][NEUTRAL] She's going to have to speak with him. She's wanting to know if.
[CUSTOMER][NEUTRAL] They can file a claim for him with APL or if it's gonna need to go back to Guardian.
[AGENT][NEUTRAL] OK, so she is, she's not sure if it's for the same cancer.
[CUSTOMER][NEUTRAL] Correct. She thinks that it is, but she's not 100%.
[AGENT][NEUTRAL] OK. Oh, and the certificate is not out here.
[CUSTOMER][NEUTRAL] Oh, and the policy was issued back in September.
[AGENT][NEGATIVE] Yeah. I'll have to get her name and number and have someone on the, on, someone give her a call cause I wouldn't even, I don't.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I can, so, yeah.
[AGENT][NEUTRAL] Yeah, I'll have to get her information so somebody can check on it and give her a call back.
[CUSTOMER][NEUTRAL] OK. Well, her name is [PII].
[CUSTOMER][NEUTRAL] And her callback number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and I did verify that, you know, the group and her email is being connected with the with the broker and the insured's name and date of birth so everything was verified.
[AGENT][NEUTRAL] OK, and you said her name is [PII] and she's with the broker's office?
[CUSTOMER][NEUTRAL] [PII]. Correct. Uh-huh. She's with the uh Alderman Financial.
[AGENT][NEUTRAL] OK, you can send it to me.
[CUSTOMER][NEUTRAL] OK, thanks, [PII].
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Alright have a good day.
[AGENT][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Claims department, this is [PII].
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and before I go into my spiel, uh, did the lady that transferred me give you any information on what I was calling about? I'd rather not waste your.
[AGENT][NEUTRAL] She gave me the, the insure that you're calling in regards, and she mentioned that you had a question regarding his cancer coverage that he previously had cancer and was wanting to know if he should file a claim under this cancer coverage or will it need to be under his previous coverage. Is that correct?
[CUSTOMER][POSITIVE] Yes, perfect, that's perfect.
[AGENT][NEUTRAL] OK. Let me take a look.
[AGENT][NEUTRAL] And do you know when he was um diagnosed or know if it's the same cancer or not?
[CUSTOMER][NEUTRAL] It seems to me because he said originally he got it in his ear, um, and he is going back for his ear again. So it is my understanding it is the same cancer, just additional treatment because it's not gone yet.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me, I'm gonna put you on a brief hold while I take a look further. Give me one moment.
[CUSTOMER][POSITIVE] Absolutely take your time.
[AGENT][POSITIVE] OK, thanks.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey, good morning. Do you have a moment?
[AGENT][NEUTRAL] Um, let me give you this policy number. I have the broker on the line. It's on the cancer policy. It's on policy 2542822.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] And it's on the Donald.
[AGENT][NEUTRAL] Now, the policy certificate is not out there. I have not, never seen this can this cancer product. So she's calling because he has cancer and he previously had cancer through other coverage, not with us. And she's wanting to know, can he file a claim if it was, if he was previously diagnosed with the cancer? Should he file a claim?
[AGENT][NEUTRAL] With us. It looks like his coverage began 91 of 24. It looks like they might have, it might be a takeover.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. That we can't consider it, just file a claim.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I'll let her know. Thank you.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm. Yes, especially since they've had this since September of last year. I would have thought it would have been in here by now, but.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Mhm. Yeah, I agree. OK, well then I'll let her know. Thanks for checking.
[AGENT][NEUTRAL] Alright, bye.
[AGENT][NEUTRAL] Thank you for holding [PII]. OK, so yes, um, I would recommend going ahead and and filing the claim with us, um, and there is a claim form that needs to be completed that is available on our website where we can mail it or fax it.
[CUSTOMER][NEUTRAL] Yeah, of course.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Or it also can be obtained on our website as well.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, I believe I have it. um, it's like it says cancer claim form at the top and then right under that statement of insured.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, and then along with that, we would need a copy of the path report and itemized billing.
[CUSTOMER][NEUTRAL] I believe.
[CUSTOMER][NEUTRAL] I will let him know, um, thank you so much, um, just to, um, also make sure you don't need anything from like Guardian that shows that he had previously filled it out. I, I guar I'm sure you don't, but just to cover my bases.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] No, not at this time. We don't need, we wouldn't need that information.
[CUSTOMER][POSITIVE] OK perfect alright well I'll get in touch with him and let him know the great news that we can work with y'all on this and uh I hope you have a wonderful day.
[AGENT][POSITIVE] You too. Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Not at this time.
[AGENT][POSITIVE] OK, well thanks for calling APO you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks bye.