AccountId: 011433970860
ContactId: 674845a5-26ea-459e-a8ee-0befb5e7652a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 719770 ms
Total Talk Time (AGENT): 259552 ms
Total Talk Time (CUSTOMER): 472652 ms
Interruptions: 7
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/674845a5-26ea-459e-a8ee-0befb5e7652a_20250210T14:42_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] Yes ma'am, my name is [PII]. I can give you my policy number.
[AGENT][NEUTRAL] All right. What's that number?
[CUSTOMER][NEUTRAL] It's 0243.
[CUSTOMER][NEUTRAL] 1002.
[AGENT][NEUTRAL] Thank you, Mr. [PII]. Can you verify your date of birth and current mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It's um [PII].
[AGENT][POSITIVE] All right. Thank you, sir.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. I do have an email uh BellSouth email and a phone number. Do you mind verifying that as well?
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, thank you. I've got your policy information pulled up, Mr. [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Um, well, I received, uh, thing from y'all something about, uh.
[CUSTOMER][NEUTRAL] I don't know if it's pertaining to last year's claim or do I've got some issues going on now with my kidney. They're looking at I just done another biopsy on Friday.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] But this had said something about.
[CUSTOMER][NEGATIVE] The maximum payable for this condition has been exhausted, therefore, no benefits are available. I don't know if this was from a colon cancer.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And we've had a lady here at work that handles this is no longer with us right now they're in limbo trying to replace her and I just.
[CUSTOMER][NEUTRAL] Trying to find out a lot of this on my own because I'm not getting much feedback through work right now due to what's going on here.
[AGENT][NEUTRAL] Gotcha. Let me take a look.
[AGENT][NEUTRAL] Yeah, so this was from [PII], the date of service for this claim.
[AGENT][NEUTRAL] And it looks like the benefit amount for that was maxed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, with that, it looks like that that was pertaining to the claim last year.
[CUSTOMER][NEUTRAL] Do what now?
[CUSTOMER][NEUTRAL] For the colon cancer?
[AGENT][NEUTRAL] Yes, I'm just making sure, bear with me just.
[AGENT][NEUTRAL] Yes, sir. That, that is.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Affiliated with your colon cancer information and that benefit amount was paid out last year.
[CUSTOMER][NEUTRAL] Right, OK, that's, that's handled already and I, another question I've got I've.
[CUSTOMER][NEUTRAL] They're looking at possibly kidney cancer and.
[CUSTOMER][NEUTRAL] I've went through, had to do biopsy on it, um.
[CUSTOMER][NEUTRAL] And I guess somebody's requested, I don't know if it's y'all's in or we have a separate cancer I don't know how all this works, but.
[CUSTOMER][NEUTRAL] With
[CUSTOMER][NEUTRAL] The tumor or whatnot that's in my kidney now they just go off of the studies and what the treatment they do in [PII] and they were gonna just treat it like 2 weeks ago it was on a Wednesday freezing it on that Monday they called me back and saying that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Something doing with insurance that I had to have a biopsy.
[CUSTOMER][NEUTRAL] And that biopsy just, they just didn't get in there and get good samples, so I had to redo it again this past Friday.
[AGENT][POSITIVE] Oh goodness.
[CUSTOMER][NEUTRAL] So I'm waiting on results of that and it's, it's gonna be a separate claim so.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I guess depending on the results I guess I'll get back with you and see what I need to do as far as that.
[AGENT][NEUTRAL] Right, so
[CUSTOMER][NEUTRAL] Because like I said, I'm kind of in limbo where I don't, I mean.
[CUSTOMER][NEGATIVE] Like trying to figure stuff out here at work since this other lady's not with us and yeah, it's just a mess but.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Bless your heart.
[AGENT][NEGATIVE] You have just been through it. Now, don't you know, you just need to tell that cancer now you've had enough.
[CUSTOMER][POSITIVE] Yes, and I've got to go, matter of fact, my lungs and liver got spots on them and I need another colonostomy we're gonna work on that after this kidney thing is resolved.
[AGENT][POSITIVE] Bless your heart.
[CUSTOMER][NEUTRAL] But that being said though.
[CUSTOMER][NEUTRAL] They at the time the lady here handled it said today was, and it may have been that I don't know, but I was questioning whether or not it was linked to my colon, which is not we've got the doctor's notes. My colon cancer was isolated and had not protruded through the colon.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] At the time of surgery and it was removed and they got all of that area, um.
[AGENT][POSITIVE] Oh, that's good.
[CUSTOMER][NEUTRAL] So I guess this kidney would be a separate claim, right?
[AGENT][NEUTRAL] It would. So if to file for a separate cancer diagnosis, we would need the, your, first of all, there is a cancer claim form on our website.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] So that would need to be completed, and I can even email you a copy of that claim form if you'd like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, if you would because right now I'm just waiting on the results and like I said, the doctors just passed.
[CUSTOMER][NEUTRAL] This is all new experience to me, but I'm assuming the past few years.
[CUSTOMER][NEUTRAL] They just treat it versus putting you through because the.
[CUSTOMER][NEUTRAL] Believe you me, it's that um biopsy's pretty tough. They go through your back with a long needle and draw out some samples, and I've had to have that done twice and ironically if it does come back positive, well, guess what, the treatment is similar to a needle in your back and they freeze that area. So yeah, I feel like a pin cushion walking around but uh.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh my goodness.
[AGENT][NEUTRAL] I can only imagine.
[CUSTOMER][NEGATIVE] Yes, I'm ready to get this mess behind me and just go on, but God, God willing it will not be cancer, but I just need to know the steps. I, I'm just having to put it, take it upon myself between my wife and get these things filed till they figure out what's going on here at work because evidently the people.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Here just don't know or overwhelmed with payroll and other things trying to figure out a lot of stuff since this other lady's not with us but if you can email that to me.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And I guess depending on results I would have to file it if it comes back negative then I'm good. I'm moving on to my next step, which is my lungs or liver they wanna look at next. So yeah, I'm halfway there had colon cancer, yes, last year, maybe kidney and now I gotta look at my lungs and liver after this.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Well, you
[AGENT][NEUTRAL] Well, you're just gonna beat it all, aren't you?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][POSITIVE] I'm gonna hit it head on, I promise you.
[AGENT][POSITIVE] That's right
[AGENT][NEUTRAL] I'm, good Lord's not finished with you yet, is he?
[CUSTOMER][NEUTRAL] No ma'am, no ma'am, he's not.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] That's a good thing.
[CUSTOMER][POSITIVE] We just gotta go through some things in life I guess it's what strengthens and strengthens you and sculpts you, you know.
[AGENT][NEGATIVE] You know, it, uh, unfortunately, I wish there was an easier way.
[CUSTOMER][NEUTRAL] Uh, it's just part of it. I mean, it's.
[AGENT][NEUTRAL] But you know.
[AGENT][NEGATIVE] You never know who you're helping along the way though.
[CUSTOMER][POSITIVE] Keep the faith, put it in the Lord's hands and yeah, I, I've got it in the Lord's hands and.
[AGENT][POSITIVE] That's right.
[AGENT][POSITIVE] Good deal, that's the best place to put it.
[CUSTOMER][NEUTRAL] It's like an old mule. I'm gonna hit it head on. Just keep pushing forward.
[AGENT][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] But anyway, if you would email me that form and if if I should know something tomorrow or Wednesday and
[CUSTOMER][NEUTRAL] It comes back positive then I need to file this other claim.
[AGENT][NEUTRAL] Yes, sir, that's correct. Now, on that claim form on page one, there are instructions as to what's needed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] So yeah, of course, we will need that.
[AGENT][NEUTRAL] Um, pathology results from the biopsy.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEGATIVE] Uh, yes, I went through this last year even with the woman in question here it was like I was out of work nearly 2 months and it took like.
[AGENT][NEUTRAL] Oh gosh.
[CUSTOMER][NEUTRAL] The 5th or 6th week to get all this information it was this didn't happen or the doctor didn't dot an I or the doctor didn't do that we forgot this and we, I was like that um, you know.
[AGENT][NEUTRAL] Yeah. Unfortunately, there's just specific documents needed to file, you know, cancer claims are just a little.
[CUSTOMER][NEGATIVE] It's a mess.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Different, you know, we have to have specific information, but
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] On that, um, claim form are the instructions.
[CUSTOMER][NEUTRAL] Well, yeah, that is.
[CUSTOMER][NEUTRAL] OK, yeah, it's just that and.
[AGENT][NEGATIVE] Well, you, you're not feeling good and yeah.
[CUSTOMER][POSITIVE] I feel like as an employee, our, our, I feel like as an employee or somewhat HR department should handle all this here is, you know, or what the doctor can relate back and forth for correspond to you on, and they should pick up the rest. I mean, I was having to go to doctors and get forms and anyhow we're gonna get it took care of. Alright, well, ma'am, I appreciate your time and I'll just, I'm waiting on results of the test right now and.
[AGENT][POSITIVE] That's right.
[CUSTOMER][POSITIVE] And depending on which way that ends up if it comes back positive I I know what direction to go now.
[AGENT][POSITIVE] Yes, sir, and you could just call us anytime that you need to. We are here with you every step of the way on these benefits if you need us, OK?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Hopefully I won't need y'all no more. I just if it comes back, if it comes back positive, I'm gonna be reaching out to you though.
[AGENT][NEUTRAL] Yeah, that's right. Hey, except.
[AGENT][NEUTRAL] No, the only thing you're gonna need for is your screening.
[CUSTOMER][POSITIVE] But they've got it they've called it early enough, yeah, they've called it early enough even if it is, they just gonna freeze it as part of said it's the equivalent of the chemo just it don't take as much out of your body. So and, and they waived surgery is not bad enough to really remove the kidney or nothing so they've caught it in time.
[AGENT][POSITIVE] Oh wonderful.
[AGENT][POSITIVE] Oh, that's wonderful. See, [PII]'s looking out for you.
[CUSTOMER][NEUTRAL] Yeah, but it, it, oh yes ma'am, but anyway, I'm waiting on results and uh we'll, we'll see what happens.
[AGENT][NEUTRAL] OK. And just, and now, I, I'm having faith that the only thing you're gonna need us for is for your health screening benefit, not for cancer claim benefit.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Good that's what we're gonna shoot for.
[CUSTOMER][POSITIVE] Right, that's right.
[AGENT][POSITIVE] But we're here. That's right. It's be it to truth, right? that what they say? Manifest, yeah. No, actually, you pray it to truth, that's better.
[CUSTOMER][NEUTRAL] I'm claiming it
[CUSTOMER][POSITIVE] Yes, ma'am. That's right.
[CUSTOMER][POSITIVE] Oh, pray, prayer goes a long way.
[AGENT][POSITIVE] It does. Well, it has been such a pleasure to assist you, Mr. [PII]. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, ma'am, that's it. Just waiting on this and see where I stand with it.
[AGENT][NEUTRAL] You know, there is one other thing we do have a a portal if you're ever interested, you can create a login and password on [PII].
[AGENT][NEUTRAL] And you can actually view your claims, you can click on your policies and view their policy benefits, and if you need to submit another claim that could be done online as well.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see if.
[CUSTOMER][NEUTRAL] OK, I'll pass that along to my wife because electronics is my weak point in life, so I'll let her know this and.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I understand.
[CUSTOMER][NEUTRAL] Yeah, the one that, that's where I'm at now. The ball's kind of in, in my court as far as.
[CUSTOMER][POSITIVE] Not trying to be rude doing some of what our company should be able to do for me and I'm gonna have to just, you know, ball in hand, take care of this myself. It seems like for right now that they get a fit for replacing the people in the office there that we're doing these things.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] Gotcha.
[CUSTOMER][POSITIVE] So anyway, I thank you for your time.
[AGENT][POSITIVE] My pleasure, Mr. [PII]. And thank, I hope you do too, and thank you for calling APL. Take care.
[CUSTOMER][POSITIVE] And you have a good day.
[CUSTOMER][POSITIVE] Oh, OK, thank you.
[AGENT][NEUTRAL] Mhm. Bye-bye.