AccountId: 011433970860
ContactId: 8a9e5a53-a474-4400-9a77-99d3d521df3f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 415059 ms
Total Talk Time (AGENT): 200360 ms
Total Talk Time (CUSTOMER): 192024 ms
Interruptions: 3
Overall Sentiment: AGENT=1.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/8a9e5a53-a474-4400-9a77-99d3d521df3f_20250325T14:41_UTC.wav
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[AGENT][POSITIVE] Thank you for calling. This is. How may I help you?
[CUSTOMER][NEUTRAL] Did you say [PII]?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Oh, I'm sorry, that's my daughter's name that she remember. OK, yes, ma'am. My name my name is [PII]. I have a claim. I have a, uh, a policy with you guys through my school district, and I just was wanting to call. Um, I was diagnosed about 2 weeks ago with prostate cancer, and, uh, so I just want to see what the, the procedures were, what I needed to do to file claims.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes, sir. I can help you with your claim, Mr. [PII]. Can I please get your policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, I don't have that, um.
[AGENT][NEUTRAL] I can look it up with your social.
[CUSTOMER][NEUTRAL] OK, my social is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me find your policy real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Mr. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you sir and let me get the.
[AGENT][NEUTRAL] All right, and then for security reasons, can you please uh verify your address, phone number, and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] OK, um, my address is [PII]. My phone number is [PII], and I'm, it's one of two, I would think with my school it's [PII] [PII] at Kaufman ISD-[PII].
[CUSTOMER][NEUTRAL] Yeah uh [PII].
[AGENT][POSITIVE] Yes, sir, that's the one I have. Thank you so much for verifying your policy for me. And the phone number that you just gave me, sir, uh-huh, yes sir, go ahead.
[CUSTOMER][NEUTRAL] OK. OK. Yeah.
[CUSTOMER][NEUTRAL] Well, sometimes I see.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That I was just saying that uh I have two that I use and I usually do school stuff with, with my school one, so.
[AGENT][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Alright bye.
[AGENT][NEUTRAL] Yes sir. Alright, so, um, the phone number that you just gave me, sir, is that a good one to call you back on if by chance our call gets disconnected?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, thank you, sir. All right, so there's um there's
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] A way to submit your claims through our online service center. Have you signed up for that yet?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have not
[AGENT][NEUTRAL] OK, if you go to [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And sign up as a new user. The first option is gonna be new user. You'll sign up there, and then the second option is gonna be you're an individual with the policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you're just gonna choose your username and your password that you wanna use in the online service center.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're gonna click on claims and forms.
[AGENT][NEUTRAL] Um, under your policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me give you your policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 253-423-0.
[CUSTOMER][NEUTRAL] OK, can I, can I repeat that back? Oh, go ahead.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes, it's 253.
[CUSTOMER][NEUTRAL] 45
[AGENT][NEUTRAL] 253-423-0.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK 253-423-0.
[AGENT][POSITIVE] Yes sir, that's correct.
[AGENT][NEUTRAL] And you're gonna need the, the cancer claim form. On that cancer claim form, that very first page.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Is a good little cheat sheet that tells you everything that you need to send in with your claim.
[AGENT][NEUTRAL] And this is your first claim sent in, so you'll need to have your um.
[CUSTOMER][NEUTRAL] um
[AGENT][NEUTRAL] pathology report with the initial first diagnosis.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You also need any EOBs that you may have used um for another insurance and your itemized statement with the procedure codes and diagnosis codes on it.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Statement.
[CUSTOMER][NEUTRAL] Procedure.
[CUSTOMER][NEUTRAL] Diagnosis codes. OK.
[AGENT][NEUTRAL] Right. If you've had any kind of surgery, you'll need your operative report.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, no, I'm, I'm right now what I'm to the point where I've had all the uh testing except one, and they've already given me a hormone blocker shot.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And then I've got to wait 90 days before I can do any other procedures, um, and then they're gonna, they're gonna do one more scan, uh, so that they'll know where to place something called a Pearl, so that that'll be fine. Yes sir, I, I, I can get all of this and.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes. Yes, sir.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][POSITIVE] And uh get it to you guys all right well thank you very much for your help I appreciate it very much, OK.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] You're very welcome. And like I said, just always refer back to that first page of the cancer claim form and you'll, like I said, it's a very good cheat sheet that tells you everything you need. OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK, be a, be a good one to probably print off then.
[AGENT][POSITIVE] Yes, sir. Yes, sir. Yes.
[CUSTOMER][NEUTRAL] Well, I'm gonna, what I'm, what I always do when I go through anything, not just sickness, but is I make a folder and put all of that in the very front and that way I've just got it and can keep up with it so.
[AGENT][POSITIVE] Teachers are the most organized people I know.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Well, I don't claim to be the most organized, but my wife is very organized, and she's made me that way, so I've had a good. All right, thank you, ma'am.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] You're very welcome, Mr. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] That'll that'll take care of it right now if I have any further questions, I'll give you guys a call.
[AGENT][POSITIVE] OK alright well you have a wonderful afternoon and thanks for calling APL.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you.
[AGENT][NEUTRAL] Bye-bye, sir.