AccountId: 011433970860
ContactId: 688f06ba-9f98-40cb-baef-4203372df6b0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 782340 ms
Total Talk Time (AGENT): 235847 ms
Total Talk Time (CUSTOMER): 525266 ms
Interruptions: 7
Overall Sentiment: AGENT=1.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/688f06ba-9f98-40cb-baef-4203372df6b0_20250321T16:43_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] Well hello [PII] my name is [PII].
[AGENT][NEUTRAL] Is it really?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Well, hey, [PII], how are you doing?
[CUSTOMER][NEUTRAL] Yes, ma'am. I'm fine. I spell my name [PII]
[AGENT][NEUTRAL] Me too.
[CUSTOMER][POSITIVE] All right, we're soul sisters. I like it.
[AGENT][POSITIVE] That's right, me too.
[AGENT][NEUTRAL] Absolutely. Well, [PII], what is the callback number for you in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And how can I help you today?
[CUSTOMER][NEUTRAL] Well, I'm, I've gone to the
[CUSTOMER][NEUTRAL] Site where I can look.
[CUSTOMER][NEUTRAL] Um, at the claim and all of that business, you know, and, uh, when I do that, it shows that it's in progress and it shows, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Nothing else. I don't, and it's been since [PII] as far as when it kind of was the first, what was the first date, OK, first date of when it all started. So I guess my question was, if it's still needed, if y'all still needed something. Um, I've talked a couple of times and they were like, yeah, it's being reviewed. So I haven't called often but I just thought when I saw it was still there, I couldn't tell if they needed anything or if it was.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Moving forward or you know just what the situation was.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Just gonna need an update, don't you?
[AGENT][POSITIVE] It would be my pleasure to assist you. Absolutely. Do you have your policy number available?
[CUSTOMER][NEUTRAL] Please, please.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Um, yes ma'am, it should be 252-508-3.
[CUSTOMER][NEUTRAL] That's my cancer policy.
[AGENT][NEUTRAL] OK. Do you mind um verifying your date of birth and current mailing address?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Well, it looks like that they are completing the processing today for your claim.
[CUSTOMER][NEUTRAL] OK. OK. Um, I just wanna make
[AGENT][NEUTRAL] Now, if you go online.
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] No, I said that's fine thank you.
[AGENT][NEUTRAL] And if you're online, if you happen, did you, do you know if you signed up for the text messaging?
[CUSTOMER][POSITIVE] I don't believe I've seen that or I'm all new to this, so there's a very good chance I just overlooked it.
[AGENT][NEUTRAL] And that's fine. I was just going to advise if you do happen to get a text message.
[AGENT][NEUTRAL] Um, stated that the claim.
[CUSTOMER][NEGATIVE] Oh, I haven't received any text.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yeah, I have not received a text.
[AGENT][NEUTRAL] OK, so the claim will process overnight.
[AGENT][POSITIVE] And so you should be receiving that benefit soon.
[AGENT][NEUTRAL] Now if you wanted to call back on Monday we could be happy to give you the final decision. It's processing, they're completing it. I just don't have that information yet for the final payment on it.
[CUSTOMER][NEUTRAL] OK, so, um, alright, so my question is, will it be a direct deposit or is it a mail?
[AGENT][NEUTRAL] Your direct deposit has been activated, so it will go to your bank account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, and you're saying it's getting finalized today?
[AGENT][NEUTRAL] It looks like they are completing the processing of that claim today.
[CUSTOMER][NEUTRAL] OK, and if I were to call Monday, why am I calling Monday?
[AGENT][NEUTRAL] If you just wanted to call back and get the final the the payment amount, but that's gonna go to your bank and you should receive it um in your bank, uh, probably.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Monday or Tuesday we'll send it to your bank, the notification and then you should be seeing it in your bank by Wednesday or Thursday, depending on how long it takes your bank.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yes ma'am. OK, I have one more question and it's, it's still uh when, when I, when I did the policy and we were talking earlier in this process and everything, there was a.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Lump sum for the cancer plus whatever else because they had it out of my sheet and all of that sort of business. OK and then in there it was showing that there was a um something for heart that was a one time $2500.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[AGENT][POSITIVE] Mhm. Yeah, that's true, that's right.
[CUSTOMER][NEUTRAL] Lump sum, but that, that, that would be where I um have to do a new claim for that and then I will see my doctor on [PII].
[CUSTOMER][NEUTRAL] In regard to that and get her to fill that out, is that fine?
[AGENT][NEUTRAL] Yes, ma'am. That's fine. There's no time frame, but that is your heart attack and stroke benefit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right. Well, when all of this started in October and I found that I had the cancer in my uterus, then in December, that's when I had the surgery. And between October and December, they checked me for everything, literally everything. And so one of the things that came up when they did the EKG to make sure I was ready for surgery or could have the surgery. So then the EKG came back and it showed that I had a
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] To take an echo. So I took the echo. Well when they, when I did that, it was because they said at some point in time I had had a heart attack. I called them back and I said, I said, are y'all serious? I said, surely you'd know if you had a heart attack.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You know, and they said, well you'd be surprised. That was my thought. And I told them, I said, surely you would know, and they said you'd be surprised how many people don't. So at that point in time, they said, yeah, and they sent me to a cardiologist and at that point in time, he simply told me, he said, uh,
[AGENT][NEUTRAL] I would think so too.
[AGENT][NEUTRAL] Really?
[CUSTOMER][NEUTRAL] You know, he says, I've seen the echo, I've seen the EKG. He said, you know, it looks OK and he, and he cleared me for surgery, and he said, I'll see you in a year. So what I don't know is if all of this actually qualifies for that or not, but at the same time, that's what they told me happened. So that's why I was just gonna pursue it because of that. Do you think that's the right decision?
[AGENT][NEUTRAL] I am fixing to
[CUSTOMER][NEGATIVE] I mean worst case scenario.
[AGENT][NEUTRAL] Yeah, I mean, the worst case scenario is it would be denied, but in the best case scenario, it, well, if you, if it was in fact a true heart attack is that you receive a payment.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Right, well, anyway, I was just like, you know how, I mean, I don't know, but I'm just kind of like everything I've tried to do it just to make sure I stay on top of it and be done with it. I guess it's the best way to put it, you know, and, uh, so that's where I was and I thought, well, that's what they told me and so.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And that was why and I, you, you know, you have the heart policy, you have the cancer policy, you have different thing policies for a reason and that's to use them if you end up in a situation where you have to use them, you know, so, um, not because you want to use them, but at the same time, I just thought, well, that's, that's what I think I'm gonna at least put it out there and then see what it looks like because if it happened, it happened, and if that's what they say happens then
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] There you go.
[AGENT][NEUTRAL] That's right, and I was looking if, do you have a copy of your policy?
[CUSTOMER][NEUTRAL] That's where I had read it was online, but it said like there was like, I know I did the itemized thing and they said your first occurrence of cancer you receive at least this and then it said, if you have a heart.
[CUSTOMER][NEUTRAL] Attack or your first one, you would see like $2500. So it was one it was, that's what I had seen and that's what made me think, well, then maybe I need to, while this is all part of the same problem, you know what I'm saying go ahead and do it.
[AGENT][POSITIVE] That's right.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Um, I was just looking.
[CUSTOMER][NEUTRAL] So because that's how.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Yes, so we will need the um.
[AGENT][NEUTRAL] The date, you know, the physician statement.
[CUSTOMER][NEUTRAL] Physicians statement.
[AGENT][NEUTRAL] And the date of diagnosis?
[AGENT][NEUTRAL] I was just checking to see what all we would need for you.
[AGENT][NEUTRAL] And uh
[AGENT][NEUTRAL] If they have an EKG or something that's showing.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] The changes that are consistent. Mhm.
[CUSTOMER][NEUTRAL] They've got an EKG and they.
[CUSTOMER][NEUTRAL] They did those too. It was back to back days.
[AGENT][NEUTRAL] So what I would suggest is just getting them to, to send in the medical records for uh that showing that heart attack symptom.
[CUSTOMER][NEUTRAL] Mhm. Well, I meet with my doctor.
[AGENT][NEUTRAL] If they can provide that to you.
[CUSTOMER][NEUTRAL] I meet with my primary doctor on [PII], so that's probably when I'll take it to her and ask her if they'll fill that out.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] There you go. And let us see if we can get you some benefits for that as well.
[CUSTOMER][NEUTRAL] And do that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well, like I said, it's all tied to the same when everything happened it all happened together, you know, and I just thought this is it.
[AGENT][NEUTRAL] It sounded like everything happened.
[AGENT][POSITIVE] Bless your heart. You went through a time.
[CUSTOMER][NEGATIVE] Hi, um, no, you really don't have, yeah, I'm not kidding. I thought I, I didn't even know I had a problem, and [PII], I was with my mom. It's her birthday, and we went out to dinner that evening all day we played, had a great time. And that evening, um, it came up, she asked me to lean over and I leaned over to get pepper, pepper, and my bottom fell out. I started bleeding and I mean profusely bleeding.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh my gosh.
[CUSTOMER][NEUTRAL] So ended up at the emergency room. They did some CAT scans and stuff and they determined I had uterine cancer, uh, endo something carcinoma or whatever. And so they were like, they were gonna have to do the surgery. Well, to do the surgery, they had to have me cleared on a lot of different things. And that was when they checked the heart. They had me do mammograms, they had me do, you know, all sorts of stuff. And uh um CAT scans, the whole nine yards. And so December 31st,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I did have a surgery, but before that, they even had me with the mammogram and all this was between October to December 31st, but they even had me do my mammogram.
[AGENT][POSITIVE] Oh my goodness.
[CUSTOMER][NEUTRAL] Which even turned into having had one of them biopsied. I mean, it, it's been entirely crazy. And I just was sitting there like, I didn't even know I had an issue, not an issue. And next thing I know, there was the cancer, they were talking about the heart, they were saying maybe breast cancer. I mean, it's, it's been insane. So, but the good news is they got the cancer and they say it's less than 1% chance of it reoccurring. So I'm praising God for that.
[AGENT][POSITIVE] Oh my gosh. Sounds like it.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Awesome.
[AGENT][NEUTRAL] That's the, that's, mhm.
[CUSTOMER][NEUTRAL] Mhm. And there was something wrong with my breast and it was fine and um but it was like it really got crazy cause it was like you'd go for a mammogram. They said, well, you need to go back and have another mam ultrasound and
[CUSTOMER][POSITIVE] We're gonna go ahead and biopsy and I was just like, good [PII]. I mean, it was just hitting left and right from all directions. And um anyway, so thank [PII] there's been lots of good reports and lots of good things and uh we took care of that cancer that was there and I'm just praising [PII] a lot behind me, so that's the truth. So um but anyway.
[AGENT][POSITIVE] That's awesome.
[AGENT][NEUTRAL] Yeah, and you never know. I mean, it, if you had, if that had not taken place, it could have been a lot worse, you know, got it.
[CUSTOMER][NEUTRAL] 100% because I could, if you find it you can fix it. If you don't know it, it could have gotten a lot worse so yeah 100%. So anyway, I really appreciate.
[AGENT][NEUTRAL] And because you're saying that, yeah, he's, he's always got us, doesn't he?
[CUSTOMER][POSITIVE] He does. And uh, you know, it's kind of like when you're traveling and then if you end up having a flat 2 miles from your house, you say thank you instead of being out in the woods somewhere, you know. So, yup, I agree.
[AGENT][POSITIVE] Right, exactly.
[AGENT][POSITIVE] Well, I'm so, so glad the reports have been good for you.
[CUSTOMER][POSITIVE] Well, I appreciate you Miss [PII] and I hope you have a great weekend.
[AGENT][POSITIVE] I hope you have a great weekend too, Ms. [PII]. It's been such a pleasure to assist you and you call us if you need anything, OK?
[CUSTOMER][POSITIVE] Uh, yes, ma'am. Thank you so much. Have a great day.
[AGENT][POSITIVE] Thank you. You too. Bye-bye.