AccountId: 011433970860
ContactId: 84bf3f60-a8a5-449e-9902-caf2c487157f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 723479 ms
Total Talk Time (AGENT): 197513 ms
Total Talk Time (CUSTOMER): 412512 ms
Interruptions: 6
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/84bf3f60-a8a5-449e-9902-caf2c487157f_20250227T20:34_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, I just have a basic question. I spoke to one of your representatives, um, earlier in the week, and I didn't write a name down. I'm sure it's whoever answers the phone. However, I have a basic question. I, I faxed something over, so I just needed confirmation that you did receive it.
[AGENT][NEUTRAL] OK, do you have
[CUSTOMER][NEUTRAL] And also, um,
[CUSTOMER][NEUTRAL] Um, I have other questions after that. My, this is my brother passed away and he had, um, cancer insurance, and I had submitted a cancer claim along like last year sometime in June, July. I'll tell you when on [PII], and um, you guys told me that you never received it, so I have to submit a new one. So my, my question is.
[CUSTOMER][NEUTRAL] Do I put his address now since he's deceased, or do I put my address?
[AGENT][NEUTRAL] OK, do you have your or do you have the policy number?
[CUSTOMER][NEUTRAL] Um, I can give you his social. There's two policy numbers and, and I'm, my question to that is the CL form cancer form 1222, um, I'm, I'm submitting that again today, so I just need to know that I'm completing it correctly.
[AGENT][NEUTRAL] OK, yes ma'am. What's his social?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And you guys have me down as a beneficiary and a.
[CUSTOMER][NEUTRAL] Already all of that's been confirmed. I've been talking to several people. I just haven't followed up on it.
[AGENT][NEUTRAL] OK, just one second.
[CUSTOMER][NEUTRAL] So just recently.
[AGENT][NEUTRAL] And [PII] is your brother?
[CUSTOMER][NEUTRAL] Mhm, mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm not quite sure on the second policy number. I have one that's 02078422. The second one is 24, and this is the numbers I'm not, I, there's a number missing. I have 246-6917.
[AGENT][NEUTRAL] OK, let me verify some information first and then, then we'll, we'll, we'll look at that, um, and can I get your name and date of birth?
[CUSTOMER][NEUTRAL] So I know there's a number in there. OK.
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] And there's a good callback number the [PII].
[CUSTOMER][NEUTRAL] 251
[CUSTOMER][POSITIVE] 51, yeah, that's it, correct.
[AGENT][NEUTRAL] OK, so let's look at the policy numbers.
[AGENT][NEUTRAL] OK, I've got a
[AGENT][NEUTRAL] 242-691-7.
[CUSTOMER][NEUTRAL] OK, 2426. OK, let me rewrite that 242.
[AGENT][NEUTRAL] 691 7.
[CUSTOMER][NEUTRAL] OK, I had 246, so that, OK, I thought I was missing the number there, OK.
[AGENT][NEUTRAL] And then
[CUSTOMER][POSITIVE] I'm listening. I'm ready.
[AGENT][NEUTRAL] And then the other number you have is 252-762-2, is that correct?
[CUSTOMER][NEUTRAL] Um, no, actually it's a whole different one.
[AGENT][NEUTRAL] Well, no, no, it's is it 207-842-2?
[CUSTOMER][NEUTRAL] Um, yeah, I have 02078422, so.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, so is that correct?
[AGENT][NEUTRAL] Right, yes, ma'am.
[CUSTOMER][NEUTRAL] So is it minus 0 then?
[AGENT][NEUTRAL] Yeah, you, you can or you don't have to put the 0, but um you can put it so yes ma'am, yeah.
[CUSTOMER][POSITIVE] OK. All righty.
[CUSTOMER][POSITIVE] Alrighty, alright, thank you.
[AGENT][NEUTRAL] And then
[CUSTOMER][NEUTRAL] That was bugging me a little bit.
[CUSTOMER][NEGATIVE] Cause I was, I was like, there's a number missing.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And then, uh,
[CUSTOMER][NEUTRAL] But I get it now.
[AGENT][NEUTRAL] Uh, since you are his beneficiary, you can put your address on the claim form.
[CUSTOMER][NEUTRAL] OK, that was my concern, yeah. OK. So, OK, so now, also, let's see what other questions. I can put my address, my email address, my telephone, all of my information, right?
[AGENT][NEUTRAL] Right. Yes, ma'am.
[CUSTOMER][NEUTRAL] And then, and then on section B was um.
[CUSTOMER][NEUTRAL] About the patient first. Oh, OK. Wait a minute, I'm really confused. So on section one, it's about being assured, so that's his name and my address.
[CUSTOMER][NEUTRAL] And then on section B.
[CUSTOMER][NEUTRAL] It's his name, last name, and then, OK, so I get it.
[CUSTOMER][NEUTRAL] Alright, so I am putting my address then under his address what used to be his address because he's deceased, so I am correct with that, right? So, uh, uh, what about under the telephone and the email still my address, right? Or my phone and my email? OK, alrighty.
[AGENT][NEUTRAL] Right, yes, please.
[AGENT][NEUTRAL] Right, yes, ma'am.
[AGENT][NEUTRAL] It would be your address, right, that, that's in case we need to get in touch with the person filing the claim and since he's deceased, um, you would put your information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, print name of patient that would be my brother, signature, um, um, he had this is the other thing I have the original copy of what I faxed over back in June.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So, um, but I'm not gonna confuse it anymore you guys somebody there told me you guys never got it, so that's why I'm doing this again. So, um, so signature of patient, um.
[AGENT][NEUTRAL] You can just, you can, you can sign it, um, yeah, um, you would sign your name and just put um yeah, put, put your name and just state that you're the beneficiary.
[CUSTOMER][NEUTRAL] That's what we did over here.
[CUSTOMER][NEUTRAL] Sign his name? OK, you guys do have.
[CUSTOMER][NEUTRAL] Oh my name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And just put beneficiary.
[AGENT][NEUTRAL] Yes, ma'am. Yes, yes, ma'am, because it says signature of insured or beneficiary. So, yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. All righty. So patient name, I would put my brother's name.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK. And the policy number, would I put both policy numbers?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] 207.
[CUSTOMER][NEUTRAL] 8422.
[CUSTOMER][NEUTRAL] And then, um,
[CUSTOMER][NEUTRAL] 242
[CUSTOMER][NEUTRAL] 691 7
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, and patient's date of birth is [PII]. All right. And then relationship.
[CUSTOMER][NEUTRAL] I authorize supply for the, OK, so what goes on the 3rd line on this form?
[CUSTOMER][NEUTRAL] It says if authorization is supplied by a personal representative.
[CUSTOMER][NEUTRAL] A description of the authority to act on behalf of the insured must be included. So would my name go in there?
[AGENT][NEUTRAL] Right, yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, so,
[CUSTOMER][NEUTRAL] I think that's it. Pretty simple. Now, acknowledgment, your signature is required. Do I sign that as well and put a beneficiary next check on the very first form? OK.
[AGENT][NEUTRAL] Right, yes, ma'am. Yes ma'am.
[CUSTOMER][POSITIVE] I'm so glad I called because I didn't know what to do with this.
[CUSTOMER][NEUTRAL] OK. So, now the other question is I faxed over a death certificate.
[CUSTOMER][NEUTRAL] So I needed to see if you all received that. I faxed it um yesterday.
[CUSTOMER][NEUTRAL] Evening.
[AGENT][NEUTRAL] Yesterday, so let's see.
[AGENT][NEUTRAL] It's not looking like it, but it can take up to 24 to 48 hours for the faxes to be put into the system.
[CUSTOMER][NEUTRAL] OK, yeah, and I didn't address it to anyone, so I didn't know if I mean I just faxed it up to the number they told me to fax it to. I didn't put claims, um, department, so you think I would need to do that again?
[AGENT][NEUTRAL] OK. Yes, ma'am.
[AGENT][NEUTRAL] No, ma'am. Um,
[CUSTOMER][NEUTRAL] I, I might do that again.
[AGENT][NEUTRAL] Yeah, they, they probably have it. It's just that they haven't gotten it into our system yet.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, cause I've looked under both of his policies and I'm not.
[AGENT][NEUTRAL] And I'm not showing it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 1671.
[CUSTOMER][NEUTRAL] OK. OK. Now, there's section C. It says local, none or local transportation, and then family member lodging. What is that all about?
[AGENT][NEUTRAL] That means that if he, he had to travel more than 50 miles one way to receive treatment, um, then you would, um, list the, the date that he traveled, um, the, OK.
[CUSTOMER][NEUTRAL] I mean,
[CUSTOMER][NEUTRAL] OK. He didn't. He didn't, not, not for his chemo or his radiation, but he did travel um to [PII] because he was also a patient.
[CUSTOMER][NEUTRAL] Um, he was a patient at Texas, um, Cancer Center.
[CUSTOMER][NEUTRAL] And then he was um also a patient at MD Anderson in in [PII].
[AGENT][NEUTRAL] We, we, yeah. What, what treatment did he have at either of those?
[CUSTOMER][NEUTRAL] I mean, [PII], it was.
[CUSTOMER][NEUTRAL] OK. At [PII], um, let me see, I'll tell you the name of the place exactly. It was called uh Texas Oncology. Um, he received, that's where he received his chemo and his radiation, I believe.
[AGENT][NEUTRAL] OK. Was that less than 50 miles from, from his house?
[CUSTOMER][NEUTRAL] Yes, yeah, yeah.
[AGENT][NEUTRAL] OK. Yeah, then, um, then.
[CUSTOMER][NEUTRAL] So that would be in May, OK.
[AGENT][NEUTRAL] Yeah, so you wouldn't need to put anything in non-local transportation or member lodging.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, I think I have it.
[CUSTOMER][NEUTRAL] OK, so I will fax this over.
[CUSTOMER][NEUTRAL] With another copy of the death certificate again as well. Now, would you guys need my durable power of attorney with that as well? I believe you have it on file. That's why you have me down as a, a beneficiary already, correct?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, right, yes ma'am, we do have that on file.
[CUSTOMER][POSITIVE] OK, alright, so I won't have to send that there. OK, alright, so that's all I need. Thank you so much. You've been great help.
[AGENT][POSITIVE] You say very welcome, [PII], um.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you. You as well. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye.