AccountId: 011433970860
ContactId: 834932d5-3795-493d-a0bf-dc3b704e3e63
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 809429 ms
Total Talk Time (AGENT): 311060 ms
Total Talk Time (CUSTOMER): 398279 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/834932d5-3795-493d-a0bf-dc3b704e3e63_20250130T16:40_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], my name is [PII]. I have uh an American public life insurance company policy that I purchased back in [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I'm trying to make sure that I'm in the right place, but this is American Public Life Insurance that was originally out of [PII].
[AGENT][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, again, my name is [PII]. I have a policy number of A014.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 2841 that was initially purchased as a cancer policy.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Let me just get that pulled up for you, Mr. [PII]. One moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you mind verifying your date of birth, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And your current mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let me just check a couple of things for you.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And Mr. [PII], what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you, and I don't have an email on file file for you. Can I add an email?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I, I think the last time I talked to you all was [PII], so I don't think you have, uh, you probably have all the old stuff, yeah. OK, ready to copy?
[AGENT][POSITIVE] I am ready.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you, sir. Do you mind if I verify that I have [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Correct. That's correct.
[AGENT][POSITIVE] All right, thank you. I have added that for you. I appreciate that.
[AGENT][NEUTRAL] OK, Mr. [PII], I do have your policies pull up now as, as of right now, that number you gave me is no longer active, but you do have an active cancer and an active accident policy on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The one I wanna file something on.
[CUSTOMER][NEUTRAL] I was just uh
[CUSTOMER][NEUTRAL] Uh, told that I have prostate cancer.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And uh I need to know what I have to do to file on the cancer policy.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, yeah, I will be happy to assist you with that. Now, that's gonna be uh for your cancer policy and what I can do is I can email you a claim form, or we do also have
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The, um, we have a portal and I can assist you in creating a login and password online if you would like prefer getting that claim form.
[AGENT][NEUTRAL] Uh, from our website or online and then you can submit it online as well and it will have instructions as to what is needed for filing a claim.
[CUSTOMER][NEUTRAL] Oh, OK. Um,
[CUSTOMER][NEUTRAL] I'm not that tech savvy, but.
[CUSTOMER][NEUTRAL] I guess
[CUSTOMER][NEUTRAL] If you send me the information online and if I run into anything, would you be my point of contact or will there be different individuals to talk to?
[AGENT][POSITIVE] There'll be different individuals. However, if you would prefer to call me back, you can request me if I'm available. I would be more than happy to assist you.
[CUSTOMER][NEUTRAL] OK, so this phone number, the [PII] is a good phone number. Is there an extension to contact you or do I just ask for you?
[AGENT][NEUTRAL] You would just ask for [PII], and that's spelled like [PII]
[AGENT][NEUTRAL] First initial and my last name is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm also in this.
[CUSTOMER][NEUTRAL] So I got [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] I'm sorry, no you go ahead. I apologize.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And you were gonna start.
[CUSTOMER][NEUTRAL] Is that just the initial [PII] that you mentioned?
[AGENT][NEUTRAL] Yes, sir. That's the initial of my last name.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] I do have some some folks that I can probably.
[CUSTOMER][NEUTRAL] Uh, assist me on the portal.
[CUSTOMER][NEGATIVE] But uh like I said, I don't wanna get started on something and then at the same time get lost all over the place.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I understand. I'm the same way with with computers, Mr. [PII]. I understand.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I know, I know, um.
[CUSTOMER][NEUTRAL] The main thing is at this point in time the policy cancer policy is still active and that's what I wanted to verify and so based on.
[AGENT][POSITIVE] That's correct.
[AGENT][NEUTRAL] That
[CUSTOMER][NEUTRAL] Uh, the diagnosis, it just occurred, uh, here, uh.
[CUSTOMER][NEUTRAL] On the [PII], so it's been only two days, but I have all the paperwork that apparently they've given me that reads uh of the cancer. And so I guess now uh if you can
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Go ahead and send me the forms and I can I I'll review them and uh then uh then I'll contact you and then do whatever required to go ahead and submit the claim.
[AGENT][NEUTRAL] Yes, so now I will tell you now I've already sent that email so that you should have that email in your folder with the claim form and the policy number.
[CUSTOMER][POSITIVE] Oh, good. OK.
[AGENT][NEUTRAL] And then we will need the very first thing that we're going to need, and their instructions on the claim form on page one as well, but the very first thing that we will need in order to release cancer uh benefits.
[AGENT][NEUTRAL] Is the, I might have put your accident policy on that email. Let me go back and check.
[AGENT][NEUTRAL] Um, the very first thing that we will need is
[AGENT][NEUTRAL] The pathology report positively diagnosing you with cancer.
[CUSTOMER][NEUTRAL] Yeah, I have the biopsy and they have uh actually the photos.
[CUSTOMER][NEUTRAL] Attached to the biopsy.
[CUSTOMER][NEUTRAL] And uh
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I, I don't think you wouldn't.
[CUSTOMER][NEUTRAL] Would you need the uh MRI?
[CUSTOMER][NEUTRAL] Forms also?
[AGENT][NEUTRAL] You can submit all the itemized bills um correlating with that diagnosis we will be happy to review that documentation to see if it's covered. Now, what I can also do if you would like, Mr. [PII], is I can request that they mail a copy of your policy.
[AGENT][NEUTRAL] To you
[CUSTOMER][NEUTRAL] You know that would be, that would, I mean, I have this.
[CUSTOMER][NEUTRAL] Well, I, I guess I could do this, uh, I have a copy of the policy that was effective date as of [PII].
[CUSTOMER][NEUTRAL] And so it has the, the daily hospital benefits based on, I haven't had to um do any uh hospital stays, but I have done hospital visits.
[CUSTOMER][NEUTRAL] Uh, and so I guess so. anything that this one goes back, like I said, this goes back from [PII], would there be anything different from this policy that I have?
[AGENT][NEUTRAL] It shouldn't be um much different. It's probably going to be about the same.
[AGENT][NEUTRAL] But I can certainly request a copy be mailed for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, and, and based on what is going on, in other words.
[CUSTOMER][NEUTRAL] I guess you could say right now it's like.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] It's 3 different areas of the biopsy for the prostate cancer and so, um.
[CUSTOMER][NEUTRAL] I don't know what kind of life I have left, but anyway, there it is. So, whatever it is you can help me with.
[AGENT][NEUTRAL] Well, I tell you.
[AGENT][NEUTRAL] Yeah, and I, and I will tell you that I have done several um
[CUSTOMER][NEUTRAL] Yeah, go ahead.
[AGENT][POSITIVE] Friends who have been diagnosed with that. And because, you know, they have just made such great leaps and bounds in, in treatment. They're fine now, they've gone through treatment and you would never know it, they're fine.
[AGENT][NEUTRAL] So always have hope.
[CUSTOMER][POSITIVE] Good. Yeah, that's uh.
[CUSTOMER][NEUTRAL] Yes, exactly, and that's, we pray every day, and that's the other thing that's coming up, uh, meeting with the, uh, a radiologist, so I guess those, those are things that are still to come.
[AGENT][POSITIVE] Yes, sir. And that is, you know, you just call us if you need anything and we'll be happy to assist you any way we can.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][POSITIVE] OK, I appreciate it. Let me look at the forms and see what I, I'll submit whatever it is that needs to be submitted and then I guess uh.
[CUSTOMER][POSITIVE] If anything else comes up, I guess I'll give you a call and just ask for you.
[AGENT][POSITIVE] Yes sir, it would be my pleasure to assist you. Now you don't worry, there's no time frame in submitting the claims.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah, and that's, and that was another reason I had a hard time contacting y'all because apparently it also has been effect those focus or something that works with the American public life.
[AGENT][NEUTRAL] Mm, I'm not sure what that is.
[CUSTOMER][POSITIVE] OK, but I'm in the right place now.
[AGENT][NEUTRAL] You, you were in the right place and let's make sure you have the correct phone number. It's the [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Good. Yes. That is our phone number. And would you like to write down your policy number?
[CUSTOMER][NEUTRAL] I have that.
[CUSTOMER][NEUTRAL] Yes, go ahead, seems like.
[AGENT][NEUTRAL] Your current cancer policy number is 454.
[AGENT][NEUTRAL] 141.
[CUSTOMER][NEUTRAL] 454141
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Did this ever, I mean, like I said, this is, this is the original copy going back to [PII]. Was there ever any information that was put out? Because y'all don't uh.
[CUSTOMER][NEGATIVE] You don't support uh Lubbock, Texas, uh Lubbock probation department anymore, do you?
[AGENT][NEUTRAL] Let me check.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] This is an individual policy so it's not through the employer or group.
[CUSTOMER][NEUTRAL] OK, and that's exactly what I was trying to, because the policy exam, OK.
[CUSTOMER][NEUTRAL] All right, I think I'm on the right track, so right now let me go ahead and read what it is that you sent me and uh as I have questions I'll contact you and call you back.
[AGENT][POSITIVE] Absolutely. We'll be happy to assist you. And it's been a pleasure to assist you, uh, Mr. [PII], and thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You all do refer to it now as APL.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] That and I'm giggling only because when I went in, because I'm online with it right now, so I went to American Public Life Insurance, [PII]. That's how I got to.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Well, that, you know, APL does stand for American Public Life, but you know, in all the marketing changing and everything, they just shortened it to APL to make it easier.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Yeah, that's what I noticed because it has it in bold letters. OK, I appreciate you at least, uh, thank you very much and let me go ahead and get those forms out of the, the email you sent me. Thank you.
[AGENT][POSITIVE] Well, it has been a pleasure and thank you for calling APL. I hope you have a great day. Take care, Mr. [PII]. Take care. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. You have a, you have a good one also. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.