AccountId: 011433970860
ContactId: 7e7d9dbe-388f-4d1c-abb2-dcb2d60296df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1068170 ms
Total Talk Time (AGENT): 406836 ms
Total Talk Time (CUSTOMER): 474751 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/7e7d9dbe-388f-4d1c-abb2-dcb2d60296df_20250408T21:21_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi Miss [PII], how you doing?
[AGENT][POSITIVE] I'm doing good. How about you?
[CUSTOMER][NEUTRAL] I, I need some, uh, a few little questions. I need a little help. Uh, my name is [PII] and I'm on the, on the, uh, list for my husband [PII] to uh speak. So I need to ask you a few questions please.
[AGENT][NEUTRAL] OK. Do you have the policy number for for that?
[CUSTOMER][NEUTRAL] Yes, his policy number is.
[CUSTOMER][NEUTRAL] 00.
[CUSTOMER][NEUTRAL] 70
[CUSTOMER][NEUTRAL] 8357
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] One
[CUSTOMER][NEUTRAL] You work from home, Miss [PII]?
[AGENT][NEUTRAL] I do.
[CUSTOMER][POSITIVE] Oh, I know you glad.
[CUSTOMER][NEUTRAL] I can tell by the, by the echo, I can tell by the echo in the house.
[AGENT][POSITIVE] Oh, I'm sorry.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][POSITIVE] Oh that's a no, no, it's no problem. That's, that's a good thing. No, no problem.
[AGENT][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] But you can see, I, I am authorized to ask questions.
[AGENT][NEUTRAL] OK, I'm looking to see, let's see.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] No, I'm reading some notes. It said I guess we did you talk to somebody yesterday about being authorized on the account?
[CUSTOMER][NEUTRAL] Well, well, it was already set up. She didn't know it was set up. She looked back, but she said she was gonna send some paper because that was been since [PII], I think she said, and I guess you have, you have to renew it once you get on there. I didn't think you had to.
[AGENT][NEUTRAL] Um, let's see, well.
[AGENT][NEUTRAL] OK, well, it shows she mailed it out, so, and I, I show in the notes that there was an authorization received in [PII]. So, um, so, uh, are we checking on a claim for him or the policy or what, what are we looking at today?
[CUSTOMER][NEGATIVE] Yeah, this, this is what I'm, this is what I'm trying to, I'm I'm, I'm not good with computers at all, so they told me that I need to start filing, you know, some of these claims. So he found out that he had uh breast cancer. So they say I have to get some, some, you know, just like
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just to start out with this, you know, like when he got, when he had it, but I, I need to know what all information do I need to get from the doctor's office. I mean, she said something about the biopsy, but I can't get the
[CUSTOMER][NEUTRAL] Did she want the biopsy report?
[AGENT][NEUTRAL] Um, yes, so let me, let me verify just a few pieces of information. What is, uh, [PII]'s birth date?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and what's your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK and then um what number can I call you back at just in case I the line gets lost.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much. OK, let's see what we need here. Um.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Get that pulled up. Give me one moment.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Sorry, give me just a moment. I'm looking through exactly what we need.
[CUSTOMER][POSITIVE] No, ma'am. You take your time cause you helping me.
[CUSTOMER][NEUTRAL] This is a lot.
[CUSTOMER][MIXED] I, I got a coworker named me [PII] and you sweet just like her, you take your time with people. The other lady was so rushified, you know, I, I told her I just didn't understand. I never dealt with this and this is something new.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I understand.
[AGENT][NEGATIVE] And it's overwhelming too when you're dealing with all this, you know.
[CUSTOMER][NEUTRAL] Yes, and it's appointment after appointment and they wanna test this, they want to test this, you you have to go go and going to sleep for a lot of days. He just went today, one test, couldn't do, had to come back, had to go back on the [PII]. It's a lot.
[AGENT][NEUTRAL] Oh gosh.
[AGENT][NEUTRAL] That's a lot.
[AGENT][NEUTRAL] I'm sorry you're going through it.
[CUSTOMER][POSITIVE] Me too, I just pray God just make him OK.
[AGENT][POSITIVE] Yeah, I totally understand.
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] I don't know where cancer come from.
[AGENT][NEUTRAL] I know, I know, right?
[AGENT][NEUTRAL] I agree. I don't know either.
[AGENT][NEUTRAL] OK, so what she was referring to is there should be some type of documentation like a pathology report. That's when the cancer, OK, sure.
[CUSTOMER][NEUTRAL] OK, hold on, let me, let me write, let me, let me type that in. Can you spell pathology?
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Yeah, absolutely. It's P A T H O L O G Y.
[CUSTOMER][NEUTRAL] After our report R E P O R T.
[CUSTOMER][NEUTRAL] Oh, wait a minute.
[AGENT][NEUTRAL] Yeah, P A T H.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] I got it P A P A T H O L O G Y.
[AGENT][NEUTRAL] OK, yeah, P A T H O L O G Y, pathology, yup.
[CUSTOMER][NEUTRAL] OK, need to, OK, uh, claim the pathology report. I got that and uh what else uh uh he need to, to start off to see uh however he do it.
[AGENT][NEUTRAL] Yeah, so you can mail this information to us or you can fax it.
[AGENT][NEUTRAL] Whatever is easiest for you.
[CUSTOMER][NEUTRAL] OK, uh,
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK. I would need, path need the uh pathology report. OK, so.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So do, so do he have a, uh he got to get a claim form first, right?
[AGENT][NEUTRAL] Yes, um, did they get that mailed out to you or do you want me to mail you one?
[CUSTOMER][NEUTRAL] Yeah, can you mail me one please?
[AGENT][POSITIVE] Yeah, absolutely.
[AGENT][NEUTRAL] OK, we'll mail you a.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] So this is, OK. The lady, the lady told me it was like so many steps to, like it's so many different claims for him. So I thought, I, if I'm not mistaken, this is the first one you got to have to, to show or prove that he do have it right.
[AGENT][NEUTRAL] That's correct. Yeah. We've got to establish that he has been diagnosed with cancer and then from there, we can
[AGENT][NEUTRAL] If you can start submitting, you know, like the bills that show what were the services that he had done? Did he have like it, or do y'all even have a plan yet for like chemo and radiation and stuff?
[CUSTOMER][NEUTRAL] Well, he's, well, I don't know yet. He's supposed to have the surgery on the [PII] of this month.
[AGENT][NEUTRAL] OK, OK, so.
[CUSTOMER][NEUTRAL] But he'd been, he'd been going to, to, to radiator, I mean, uh.
[CUSTOMER][NEUTRAL] Uh, oncologist, doctor, we've been
[CUSTOMER][NEUTRAL] I don't know, we, we've been to Doctor [PII], the one that found that we've been to him, so you just, so the only thing you, I mean, I just, I don't know what to get, so I just need to send in the first thing is just to pop out the report that's all I need to go to the uh medical records and ask for just that and and and mail that to you all.
[AGENT][NEUTRAL] Yeah, and then, so I would I would talk to your doctor's offices, OK? And, and I know there's a lot of them, but explain to them that you have this policy and that you're gonna need their help in getting, you know, reimbursed on this policy. And so, you know, what we really need is like claims when you go to the doctor's office, like, for example, when he goes to see the doctor.
[AGENT][NEUTRAL] Usually it's like a.
[AGENT][NEUTRAL] $200 charge. I'm just giving you an example. $200 charge. he was seen in the doctor's office and then they'll have it, they'll show that the diagnosis was cancer. So this is what kind of, those are the things that we're looking for from the doctors, from the hospitals. It shows what date he was seen, what he was seen for, you know, and the bill charges, etc. Does that make sense?
[CUSTOMER][NEUTRAL] Yes, sir. Yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Doctor [PII], oh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] So the first thing, let me send you this claim form and then when you get the claim form, why don't you give us a call back and we'll go through it's not very specific.
[AGENT][NEUTRAL] You know information on exactly what we need so if you wanna give us a call back when you get this in the mail, it'll just take a couple days just take a couple days to get to you.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] Um, we can go through exactly what we're looking for, but yes, the first thing we'll need is that pathology report.
[CUSTOMER][NEUTRAL] So is it in when, uh,
[CUSTOMER][NEUTRAL] Is there any way I can speak back to you?
[AGENT][NEUTRAL] Yeah, you, you can ask for me.
[CUSTOMER][NEUTRAL] When I
[AGENT][NEUTRAL] My name's [PII].
[CUSTOMER][POSITIVE] Cause she's so nice.
[AGENT][POSITIVE] Oh, thank you. I appreciate that.
[CUSTOMER][NEUTRAL] OK, uh, when receive uh claim form, I'm, I'm typing this in my notes, uh, when receive claim form.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] How
[CUSTOMER][NEUTRAL] Miss
[CUSTOMER][NEUTRAL] That is [PII]
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It's definitely in the back.
[CUSTOMER][NEUTRAL] Will help.
[CUSTOMER][NEUTRAL] OK, so I'm gonna um
[CUSTOMER][NEUTRAL] Tomorrow, I uh go get the path out of the report and that's the only thing I need for right now.
[AGENT][NEUTRAL] Right, because that will determine that we can start getting things processed for him and that he has the actual diagnosis of cancer.
[CUSTOMER][NEUTRAL] OK. OK then, well, I, I have that whenever I get the uh the claim form and the claim form I have something that I can um mail it where to mail it to, right?
[AGENT][NEUTRAL] Yeah, it'll have our address and then if you by chance have access to a fax, that's an option too for you.
[CUSTOMER][NEUTRAL] OK, well, I, uh, I, I might can have somebody that can fax it for me. It'll have a fax number on there also, right?
[AGENT][NEUTRAL] Yes, it will. So I'll get that letter. I'll get that form generated for you today. Um, I'd probably give it about, oh, I'd say, you know, 2 to 4 working days, and then you should look, look for it in your mail and then you should get it, um.
[CUSTOMER][NEUTRAL] I, I could, I could get it faxed to my job, but he don't want nobody to know and the biggest of them going home, if you fax it, could you fax it right now? It'll take a while.
[AGENT][NEUTRAL] Uh, well, we, we can, I can email it. That's really the option that I can do is emailing it to you.
[AGENT][NEUTRAL] Like through the computer, you don't have an email account?
[AGENT][NEUTRAL] Or do you have anybody?
[CUSTOMER][NEUTRAL] Yeah, I do, but I don't, I, I don't know how to get it off.
[AGENT][NEUTRAL] OK, you don't know how to.
[CUSTOMER][NEUTRAL] I wouldn't know how to print
[AGENT][NEUTRAL] Print it, yeah. Um, so, yeah.
[CUSTOMER][NEUTRAL] What?
[CUSTOMER][NEGATIVE] Well, when I tell you what, you, can you do this? Just, just send it to my email anyway, but I don't wanna do the email stuff cause I don't understand the email. I, I, but I might could get somebody to fax it out for me at work in the morning, but I wouldn't want no, I wouldn't want y'all to be faxing me back and forth on stuff because I might miss out on something. I, I rather do, you know, like through the mail.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I understand. Yeah, totally. OK, give me your email, Ms. [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, do you want me to still put it in the mail too for you?
[CUSTOMER][NEUTRAL] Yes, please, cause, cause, uh, I, I have to be skeptical about who I let help me, you know, because A is [PII] and this is a blow to him and you know, if you let one person know something, they'll let somebody else know. So I don't really know who to trust, but I, I'm, I, I will have it on my phone if somebody, if I can trust somebody to do it, you know.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] I understand.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm gonna email this to you.
[CUSTOMER][NEUTRAL] But I'm, I'm sure Miss [PII], do I, do I need your last name?
[AGENT][NEUTRAL] Uh, my last initial, the first initial to my last name is [PII], and there's only me, there's only one [PII], so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well, I, I didn't know. I just
[CUSTOMER][NEUTRAL] I just, uh,
[CUSTOMER][NEUTRAL] Want to make sure
[AGENT][POSITIVE] Sure, absolutely.
[AGENT][NEUTRAL] OK, Ms. [PII], look out for my email. I'm gonna send you the claim form. I'm also gonna put it in the mail, regular mail, so look out for that too, and then, you know, we can go from there, OK?
[CUSTOMER][POSITIVE] Yes ma'am, I, uh, I appreciate you, Ms. [PII], because I'm gonna need all the help I can get with this.
[AGENT][POSITIVE] I totally understand and that's what we're here for. We're here to help, so.
[CUSTOMER][NEUTRAL] Thank you, thank you so much. But uh yeah, I, I don't know if I'll be able to uh
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm gonna try to find somebody so I can kind of start cause I know every time I'm gonna have a lot to do so every time I'm gonna have to call and find out what y'all need, need to get, for me to get from them, or would they automatically know?
[AGENT][POSITIVE] Yeah, so once you receive the claim form, we can cut you'll have a better understanding of exactly what we need. You can also ask too if your doctor's offices in the hospital if they can fax stuff for you, you know, sometimes they are helpful, um, sometimes not, unfortunately, but definitely worth asking them.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Any information we need if they can fax it to us too because they have access to a fax machine so and everything's secured and safe so.
[CUSTOMER][NEUTRAL] Right, so once you get the papal report, will y'all be letting me know what else y'all need, or I have to call back to find out what else I need to send?
[AGENT][NEUTRAL] Yeah, so once we get the pathology report, then we'll, we'll need to start working on getting the bills in that you want to submit for reimbursement.
[AGENT][NEUTRAL] So, and then, and that's what that claim form will tell you exactly what we need.
[CUSTOMER][NEUTRAL] OK, so what if he, um, when he had his surgery he have to stay in the hospital or do do we do pay anything for that?
[AGENT][NEUTRAL] Um, yes, so it looks like.
[AGENT][NEUTRAL] And this is not a guarantee of payments, it's just a basic outline of your policy. OK, so he, if he is inpatient in the hospital with a diagnosis of cancer, it's it pays out $300 per day.
[AGENT][NEUTRAL] For the 1st 30 days.
[CUSTOMER][NEUTRAL] I pray he won't be in there that long.
[AGENT][NEUTRAL] Yeah, of course.
[CUSTOMER][NEUTRAL] Yeah, it's OK. Well, anyway, I, I just call you every time, Miss [PII], to kind of find out where I need to go if you don't mind because like I said, I don't know anything about computers. He's [PII], about to be [PII]. He don't need a retired school teacher. He just
[AGENT][POSITIVE] Yeah, absolutely.
[CUSTOMER][NEUTRAL] Older he did feel like they didn't have computers back then when when they were getting to me when he retired in [PII], so he didn't get to do none and I don't do none, so I just need all the help I can get.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, no problem. I'm happy to help. So, yeah, keep my name and, um, I'll get the forms sent to you and then we'll go from there, Ms. [PII], OK?
[CUSTOMER][POSITIVE] OK, thank you so much, Ms. [PII]. I appreciate you kindly.
[AGENT][POSITIVE] OK, thank you and I hope you have a good evening.
[CUSTOMER][NEUTRAL] Same to you, ma'am.
[AGENT][POSITIVE] OK, thank you. Bye.
[CUSTOMER][NEUTRAL] Bye bye.