AccountId: 011433970860
ContactId: 7fb1bd90-3284-4962-bd62-d17b0ce3677c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 450320 ms
Total Talk Time (AGENT): 172592 ms
Total Talk Time (CUSTOMER): 227809 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/7fb1bd90-3284-4962-bd62-d17b0ce3677c_20250121T17:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. My name is [PII]. Uh, I have been visiting with some other of your, uh, group, [PII], [PII], and [PII]. So, uh, I don't know if, uh, what we have is a cancer policy on my husband. So, what do I need to do to, uh, give you so you can help us?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, the first thing I'll need, [PII], do you have like a member ID policy number or anything like that?
[CUSTOMER][NEUTRAL] Yes, the policy number is 00.
[CUSTOMER][NEUTRAL] 11.
[CUSTOMER][NEUTRAL] 0443 [PII].
[AGENT][NEUTRAL] Thank you for that. And then can I get his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then last piece of information I need to verify is just the address please on file.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, [PII]. Thank you so much. So I've got this pulled up. How can I help you today?
[CUSTOMER][NEUTRAL] We, uh, have had this policy. His dad did it way, way long time ago, and we just happened to think about it last year. He has had some skin cancer surgeries and skin cancer removals. And I think [PII] is the last one I talked to. She gave me instructions of what to do to file.
[CUSTOMER][NEUTRAL] A claim on all of those doctor visits.
[CUSTOMER][NEUTRAL] But I can't find her instructions. So we did get copies of everything and each copy, each invoice shows codes. I remember, I remember she said, make sure they have codes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, so yeah, what I can do then is looks like do you have access to email?
[CUSTOMER][POSITIVE] Yes, we do.
[AGENT][NEUTRAL] OK, so is [PII] still a good email?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so what I can do for you, [PII], is send you guys an email um with the claim form. That's the first thing that you need is the cancer claim form.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then that documentation that you got that [PII] was speaking about, you're gonna submit that with your claim form.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then if you want you can submit that you can put it in the US postal mail.
[AGENT][POSITIVE] Or you can fax it or do it online, whatever is easiest for you.
[CUSTOMER][NEUTRAL] It, it is a lot of pages. So if it's OK, I would rather we've already made copies of all of it. So we will keep the copy, send you the original. I would like to mail it, if that's OK. So where would I?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I know that
[AGENT][NEUTRAL] Let me give you, I can give you the mailing address if you wanna go ahead and take that down.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK. So you're gonna send it to American Public Life Insurance.
[AGENT][NEUTRAL] And you're gonna market attention to claims.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] And the zip code is 7 zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The address on the premium.
[CUSTOMER][NEUTRAL] Nothing is [PII]. I did not know they had anything in [PII].
[AGENT][NEUTRAL] Yeah, so we, we stopped receiving mail in the [PII] office. We receive all the mail now in [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's why I, I thought I remembered [PII] saying she went to OU that she was a Sooner fan as well as my husband. So,
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I, I think I remember that. I, I've lost my notes so when I talked to her, so, OK, and this is all we need to do. So I'll
[AGENT][NEUTRAL] Yep, you just
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] No, I'm sorry, you just need, yeah, you just need the claim form and that documentation that you have and I'm sending you the claim form right now.
[CUSTOMER][NEUTRAL] All right, I'll get that and we'll put it in the mail.
[AGENT][POSITIVE] Sounds good, [PII]. Is there anything else I can do for you today?
[CUSTOMER][POSITIVE] No, I appreciate your time. What's your weather like?
[AGENT][NEUTRAL] Oh, I'm in [PII], so it's cold.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Uh well, our daughter is in [PII]. Uh, we, we kind of go back and forth. We're in [PII] right now and uh snow and, uh, it warmed up a little. I think it got up to 30, but it's been down around 0. But our daughter said it was cold, but I think y'all just missed the bad part. Looked like you were on the fringe of a big storm.
[AGENT][NEUTRAL] Oh my.
[AGENT][NEUTRAL] Yeah, we just got, we just got cold here. We got a little bit of like dusting of snow last night. I'm in the [PII] area. Um, yeah, we, we got a little bit of dusting, but not enough to like cancel school or anything like that for the kids. So, yeah, not much.
[CUSTOMER][NEUTRAL] Oh yeah
[CUSTOMER][NEUTRAL] Oh yeah
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][MIXED] Um, [PII] was a principal, so, uh, I hate losing those days, the snow days, although the kids love it, so.
[AGENT][POSITIVE] Oh, yes, ma'am. Yes, ma'am. My daughter was just peeking out that window hoping for a miracle.
[CUSTOMER][NEUTRAL] I understand that but.
[AGENT][NEUTRAL] Yeah, yeah.
[CUSTOMER][POSITIVE] Thank you for your time. I appreciate it.
[AGENT][POSITIVE] My pleasure. You have a blessed day.
[CUSTOMER][POSITIVE] You too, thank you, bye bye.
[AGENT][NEUTRAL] Mhm bye bye.