AccountId: 011433970860
ContactId: 7ff9404d-a1f4-48a1-8beb-8e812d8f5cf9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 478859 ms
Total Talk Time (AGENT): 233916 ms
Total Talk Time (CUSTOMER): 195168 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/7ff9404d-a1f4-48a1-8beb-8e812d8f5cf9_20250206T16:33_UTC.wav
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[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yes, my name is uh [PII], and I finished filling out all my paperwork and somebody on my job at the school I work for is gonna fax it over to you today.
[CUSTOMER][NEUTRAL] Uh, I just wanna ask a couple of questions on some things.
[AGENT][NEUTRAL] OK. Do you have a policy number? I can pull that up?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] 256
[CUSTOMER][NEUTRAL] 6030.
[AGENT][NEUTRAL] Alright, let me pull this up here. Give me just a second.
[AGENT][NEUTRAL] All right. And then if I could just verify your uh date of birth and address, please.
[CUSTOMER][NEUTRAL] [PII], I'm sorry, [PII], date of birth [PII].
[AGENT][POSITIVE] All right, thank you so much. And [PII], what kind of questions did you have today?
[CUSTOMER][NEGATIVE] Uh, do y'all have a card? So like I have like a card, and then some people get like a medical card. Y'all don't have no cards and nothing like that.
[AGENT][NEGATIVE] Um, not for this particular plan. No, we don't send out, it looks like a card for this, unfortunately.
[CUSTOMER][NEUTRAL] Do you have like a number, like a, they call that account number or something. I know I got I just gave you I'm talking about like a.
[AGENT][NEUTRAL] Yeah, so that's really.
[CUSTOMER][NEUTRAL] 16 digit number.
[AGENT][NEUTRAL] That's really the only number that you need is just that policy number that you gave me.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] OK, and this is through uh Allstate, right?
[AGENT][NEUTRAL] This is American Public Life.
[CUSTOMER][NEUTRAL] American public life. Oh, I thought this was through all state. I'm sorry. And it's through the school district.
[AGENT][NEGATIVE] No, no.
[AGENT][POSITIVE] So yeah, this is through um it looks like, yeah, your employer Stuart School District, absolutely, yeah, that is correct.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] You know, and this is through uh so this is who you said through AR what's the name of it again now? A what now?
[AGENT][NEUTRAL] The name of this company is American Public Life.
[CUSTOMER][NEUTRAL] American public life.
[AGENT][POSITIVE] Mhm, that is correct, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I got the app downloaded my my phone and my computer last night.
[AGENT][NEUTRAL] Oh, OK. Yeah.
[CUSTOMER][NEUTRAL] The photo thing I I get it done. Yes, ma'am. Uh, another question I was gonna ask you, uh, I was, I got an appointment on the [PII], but I asked the lady about my radiation treatment when I get ready to have what it's gonna run me? and she says it's gonna be like $4500 for the whole 9 weeks total.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh, how much is that what I have to pay?
[CUSTOMER][NEUTRAL] Is that right there.
[AGENT][NEUTRAL] Um, well, the plan itself has a benefit of up to 20,000 that it will cover for radiation therapy, chemotherapy, and immunotherapy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So any treatments that you're having done, you want to just provide them with this policy number and let them know that this is a cancer policy that you have with American Public Life Insurance Company and that it will cover the cost for some of these treatments, they should be able to submit the claims on your behalf.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] Um, and hopefully, uh, the majority of it will be covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's the thing right there. So it does cover chemo and radiation treatment.
[AGENT][NEUTRAL] It does. It's a maximum of 12 months. It won't cover longer than 12 months, and the maximum benefit amount is $20,000.
[CUSTOMER][NEUTRAL] So if it covered 2 months and 9 weeks is just so much that it'll pay for.
[AGENT][NEUTRAL] Mhm, mhm.
[CUSTOMER][MIXED] OK, but if I did it like a whole year, it would cover up to $20,000.
[AGENT][POSITIVE] Correct, yeah, that's the longest it would cover. Correct.
[CUSTOMER][NEUTRAL] Now I also send that stuff in when I pay the $500 deposit.
[CUSTOMER][NEUTRAL] And the monthly payments they're gonna take from my checking account, which is $102 a month every [PII] of the month. Will I get reimbursed for that too?
[AGENT][NEUTRAL] What was the 500 for, I'm sorry, again?
[CUSTOMER][NEUTRAL] Uh, uh, when I went in and did the biopsy, it was $2000. I put $500 down, then they gonna start taking this month, $102 out of my checking account.
[CUSTOMER][NEUTRAL] Till [PII].
[AGENT][NEUTRAL] So when you, the $500 that you put down was for the procedure, is that correct?
[CUSTOMER][NEUTRAL] Mhm. That's put $500 down. They wanted $2000. They talking about I put down $500 a payment plan. So I set up a payment plan and gave them $500. So all less in that thing, all less and to the receipts and everything and then with it too.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, right.
[AGENT][NEUTRAL] So, yeah, so just if none of that has been submitted, then yeah, it just like whatever you had done for the biopsy and all of those um
[AGENT][NEUTRAL] Itemized receipts and like diagnosis code, like you can submit all of those claims for the biopsy and then um it looks like
[AGENT][NEUTRAL] The plan does pay for like diagnostic testing or any testing that you have done. So yeah, those just need to be submitted towards the policy itself to get reimbursed.
[CUSTOMER][NEUTRAL] You did that. So that's what they do for me today all that paperwork.
[AGENT][NEUTRAL] Oh, OK. Oh, OK, OK.
[CUSTOMER][NEGATIVE] All that stuff you just asked about yeah that's in order to get back you today because I'm saying you should see the $500 and then what they're taken out every [PII] of the month, that's send it to you won't see what was I diagnosed with uh.
[AGENT][POSITIVE] I got you.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] You gonna see the dates and time. I got to go see them and everything, so I can go up in a minute and see if she fax it off.
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] OK, if they.
[CUSTOMER][NEUTRAL] Because we want secretary.
[AGENT][NEUTRAL] OK, I got you. Yeah, if they just submitted it, then um just give it like 5 days or 5 to 7 days to process. I don't see anything yet, but if it was just submitted, that's not unusual. It can take a little bit of time to show up loaded on our side.
[CUSTOMER][NEUTRAL] So it takes about 7 to 8 days for his job.
[AGENT][NEUTRAL] Yeah, it's gonna take about 5 to 7 days to process the claims, so, um, just give it a few days to, to be processed.
[CUSTOMER][NEUTRAL] I fill out all the stuff. I remember you told me about those ones that signed my name for all different stuff, all that's on, I fill all that out.
[AGENT][NEUTRAL] OK, yeah, yeah, so and you should get communication too as far as like updates when claims are processed and stuff like that. Do you have an email on file?
[CUSTOMER][NEUTRAL] Yes, ma'am. It's uh [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, so you should get updates and stuff on it as well, so.
[AGENT][NEUTRAL] Did you have any other questions or concerns I can help with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh that's my policy number 52,660.
[CUSTOMER][NEUTRAL] 30.
[AGENT][NEUTRAL] Your policy number is 256-6030.
[CUSTOMER][NEUTRAL] 2,566,030.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, that's my policy number.
[AGENT][POSITIVE] Absolutely correct.
[CUSTOMER][NEUTRAL] And the name of the company is what now?
[AGENT][NEUTRAL] American public life.
[CUSTOMER][POSITIVE] American public life. Thank you, ma'am.
[CUSTOMER][POSITIVE] You have a good day.
[AGENT][POSITIVE] You, you're welcome. You too. Bye-bye.