AccountId: 011433970860
ContactId: 7bcb5a71-6b34-44fc-a904-7cd89d609666
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 674979 ms
Total Talk Time (AGENT): 295202 ms
Total Talk Time (CUSTOMER): 337960 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/7bcb5a71-6b34-44fc-a904-7cd89d609666_20250321T16:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh hello, [PII]. Uh my name is [PII], and um I'm calling concerning a cancer um policy, my cancer policy, and my husband passed away, and I need to, um, I need to make a claim, but I have not started. Um, it's just been too hard. Um,
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] Uh, I just need, I need some direction. I had called before and, um, to be honest with you, it was just too much going on. And he's, and, and he's now passed away.
[AGENT][NEUTRAL] Right, right.
[AGENT][NEUTRAL] OK. All right, Ms.
[CUSTOMER][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Uh, I don't wanna cry. So, um, anyway,
[AGENT][NEUTRAL] It's OK if you do. It's OK, Ms. [PII].
[CUSTOMER][NEUTRAL] And tell.
[CUSTOMER][NEGATIVE] So, um, anyway, I, I was just overwhelmed when I had talked to somebody before and she told me a whole bunch of information. And, uh, so if you could, you want my policy number?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yes ma'am, what is your policy number and I'll be able to help you with your claim, Ms. [PII], and I'm very sorry to hear about your husband.
[CUSTOMER][POSITIVE] Thank you so much, [PII]. OK, it's 258, it's 258-2063.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, Ms. [PII].
[AGENT][NEUTRAL] Can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then can you also give me your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] OK, um, I would think it's [PII] or it could be [PII]. Uh, uh, I'm not sure which one I put.
[AGENT][NEUTRAL] I've got the [PII] office box, um.
[CUSTOMER][POSITIVE] OK, good, good.
[AGENT][NEUTRAL] OK, and um can you give me your email and your call back number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My email address is [PII] and um callback number would be [PII].
[AGENT][POSITIVE] OK, thank you very much for verifying that information for me and.
[AGENT][NEUTRAL] Let me go ahead and pull up your.
[AGENT][NEUTRAL] Information
[AGENT][NEUTRAL] OK, Ms. [PII].
[AGENT][NEUTRAL] Um, I can help you with giving you the information to file a claim. You have a couple different ways that you can do it. You can do it um through our online service center if you wanted to sign up for that. You could do everything through the computer that way.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] And ma'am, can I put you on a brief hold? I am so sorry. I just had something pop up on. OK, thank you.
[CUSTOMER][NEUTRAL] Oh, yes, yes.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Oh, OK, Ms. [PII], I am very sorry about that. OK, so, um.
[CUSTOMER][POSITIVE] Oh, that's not a problem.
[AGENT][NEUTRAL] If you want to sign up for the online service center, you can go to, let me give you the website.
[CUSTOMER][NEUTRAL] OK, I'm on the website right now. Is it the APL website? OK, I'm on that right now, so I could upload files that way.
[AGENT][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] Yes ma'am, yes ma'am, and on that first page of the um cancer claim form, the very first page is a cheat sheet for you. It'll tell you everything that you need to send in with your claim form. Um, the main, most important thing is to send in the pathology report that has the first diagnosis of cancer.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then, um,
[AGENT][NEUTRAL] Let's look and see.
[CUSTOMER][NEGATIVE] OK. So, [PII], this is, this is why I got really, really overwhelmed with the whole process and I just didn't have
[CUSTOMER][NEUTRAL] I couldn't do it. Uh, too much was going on. But, all right, so he did have cancer in [PII], which he had prostate cancer in [PII]. Um, everything was good. He did not need treatments, nothing. And then in [PII], out of the blue, it came back with a vengeance. And at that point, I was working and I had him covered under cancer insurance.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And so, when I talked to the person before, she was, it was very confusing. So when you asked for the pathology report, are we talking about the most recent one when it came back in [PII] or do we have to go back to [PII]?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You can do the one for [PII].
[CUSTOMER][NEUTRAL] OK. All right. Thank you. All right, cause that's when it really was bad. It was like in his bones and, I mean, out of the blue. It's like he went to the doctor in [PII], his PSA was low 1.5, and then he goes to the doctor in [PII] and it was uh 1700.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Oh man.
[AGENT][POSITIVE] Oh my goodness.
[CUSTOMER][NEUTRAL] So, uh, we don't know, we don't know what happened in that one year. It just went like, just, it just went throughout his body. OK. So, um, all right, so on that form, it's gonna show me what's, what we can, what we're eligible to turn in like what um what doctors visits, that kind of thing.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, ma'am. Um, you'll need, if you had any kind of surgery, you'll need the operative report from the surgeon. Um,
[AGENT][NEUTRAL] Any kind of t[PII] if it was over 50 miles to and from, you can, you can claim that. Uh, so you'll need all of those receipts for that. Um, you'll need, uh,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see. Now,
[CUSTOMER][NEUTRAL] So when, when you say a receipt for mileage, what is that? Like we would really need the gas bill or because we, we
[AGENT][NEUTRAL] Yeah, or hotel.
[CUSTOMER][NEUTRAL] I didn't keep, like, I didn't keep gasoline receipts, so how would we do that?
[AGENT][NEUTRAL] If you don't have the receipts you don't have that to turn in but if you had to stay in a hotel room or anything like that and you have those receipts you can turn that stuff in um just there's a section on there for your travel lodging expenses.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you'll just have to uh fill that out.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then just report your traveling and lodging expenses. Now, I'm looking at this cheat sheet, um, it has, it has on there the initial diagnosis of new diagnosis of cancer. So go ahead and turn in both pathology reports, even though you're not gonna file for the first one, just so you have.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Since it was an initial and then you had a new, go ahead and turn in both of them.
[CUSTOMER][NEUTRAL] OK. All right. Because the first person I talked to, like, she said, well, it, it came back, so he wasn't gonna be covered for it. And I told her I said, well, nobody told me that when we took out this policy, like when I was teaching. So that's why it just, I was, was just like so confused about the whole thing.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, right. Um.
[AGENT][NEUTRAL] I would go ahead now. I don't know who you spoke to before, but I would go ahead and file the claim anyway, um, because you did have this policy for him for that reason, um, go ahead and file the claim anyway and the claims examiners will review the claim and if there's anything extra they need.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, anything that's been denied, they'll contact you.
[AGENT][NEUTRAL] You can also call in and check on the claim after 15 days from the day that you submitted it.
[AGENT][POSITIVE] And see where it stands and then we can get you further help if we need to do that at that time but we we have a good of um people here that will help you through the whole thing.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Now, do you think, [PII], uh, I should do like, OK, he started treatment in [PII]. So, do you think I should do like May through August where he had like all kind of tests done and uh had chemo treatments of [PII] and just stopped there and um
[CUSTOMER][NEUTRAL] Let, let me see what I get back and see if they fight it and then do the rest of it after. Do you think that would be wise?
[AGENT][POSITIVE] Uh, you could do that, but I would turn in everything, everything that you have, I would go ahead and turn it in, um, anything, any little bit that can help you with your claim definitely turn in.
[CUSTOMER][NEUTRAL] So like when I turn in, um,
[CUSTOMER][NEUTRAL] So I have to have a separate claim form for every single procedure he had?
[AGENT][NEUTRAL] No ma'am, you can have one claim form and then attach all your your back up to that one claim form.
[CUSTOMER][POSITIVE] OK. All right. OK. I'm gonna try it. Uh, I don't know how I'm gonna get in the Anderson stuff. I'm gonna have to see how to do that. So, uh, OK, well, so, all right, [PII], I'm gonna do that and thank you so much for talking to me and I'm gonna try and see what I can get going, OK?
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, ma'am. And, and if you, if you get stuck or you need further help while you're doing it, please pick up the phone and call us, OK? And we can help walk you through it.
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] All right. OK, thank you so much. All right, bye-bye. Bye.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're very welcome