AccountId: 011433970860
ContactId: 8d1d6f06-545c-42d8-b794-2797b33b4974
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 406579 ms
Total Talk Time (AGENT): 151689 ms
Total Talk Time (CUSTOMER): 171537 ms
Interruptions: 5
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/8d1d6f06-545c-42d8-b794-2797b33b4974_20250121T20:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK, hi [PII], this is [PII]. I have a provider on the line. Her name is [PII]. Um, she has a callback number of [PII].
[CUSTOMER][NEUTRAL] She is calling in regards to policy number.
[CUSTOMER][NEUTRAL] I'm sorry, 246-3103 part two.
[CUSTOMER][NEUTRAL] Mr. [PII]
[CUSTOMER][NEUTRAL] Let me know when you have them pulled up.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, she's calling in regards to, um, Mr. [PII] that he had a procedure done in December, so she's calling for benefits, but she said she has paperwork that he says that she needs to fill out. I'm not sure what that what that entails.
[AGENT][NEUTRAL] OK, and this is the only policy. OK, yeah, I'll talk to her.
[CUSTOMER][NEUTRAL] OK, alright, again her name is [PII]. Uh, one moment please, [PII], thank you.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, hello.
[AGENT][NEUTRAL] This, hey, this is [PII] in the cancer department. How can I help you today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hey, so, um, Mr. [PII], uh, gave us some paperwork to fill out and so we were trying to clarify exactly what it was and what we needed to fill out specifically, and I just wanted to make sure this was the paperwork that he provided is complete.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So he said it was for supplemental insurance to cover his endoscopy procedure that was performed on [PII], um, that was used to help in the diagnosis of his, uh, current, um,
[CUSTOMER][NEUTRAL] Condition.
[AGENT][NEUTRAL] was he diagnosed with cancer after his endoscopy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, OK, um, so what, what's the name of the form? Maybe I should start there.
[CUSTOMER][NEUTRAL] Yeah, so, um, mm see what this says.
[CUSTOMER][NEUTRAL] It just says accident and health claimant statement. Um, they filled out the first part.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, so let me see.
[AGENT][NEUTRAL] Sounds like he has an old claim form.
[AGENT][NEUTRAL] But let me look.
[CUSTOMER][NEUTRAL] Yeah, it just has that part in the beginning, um, and then.
[AGENT][NEUTRAL] Yeah, so let me
[AGENT][NEGATIVE] So he's gonna probably file for a cancer.
[AGENT][NEUTRAL] No, that says cancer claim forms.
[AGENT][POSITIVE] So let me get our claim forms. I'm so sorry.
[CUSTOMER][NEUTRAL] Yeah, OK, yeah, he's like, well, I don't know if I sent you the right. I was like, this looks like FMLA paperwork. I was like, um, so that's why I'm I'm calling to ask you what the, what you need.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah, um,
[AGENT][NEUTRAL] He, he's the one who would fill out the claim our claim forms. Um, there's nothing, I don't, let me, let me go back to my cancer claim form.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's, where's my cancer claim form?
[CUSTOMER][NEUTRAL] Anything that the providers need to provide like CBT codes, those sorts of things for him or?
[AGENT][NEUTRAL] Yeah, um, with our new cancer claim forms, the insured just filled that out and then um he would submit the pathology report showing a positive diagnosis of cancer.
[AGENT][NEUTRAL] So, so I don't know if, so I don't, let me see how long he's, he hasn't had coverage with us that long, so he shouldn't have access to one of our old claim forms in which our old claim forms did say health and accident um claim form.
[CUSTOMER][NEUTRAL] OK. OK. So,
[AGENT][NEUTRAL] Um, but, um,
[AGENT][NEUTRAL] Yeah, um,
[AGENT][NEUTRAL] For him to file a claim for cancer, we just need for him to fill out a cancer claim form.
[AGENT][POSITIVE] And which I'll be more than happy to send to him.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then, um,
[CUSTOMER][NEUTRAL] Yeah, do you, um,
[CUSTOMER][NEUTRAL] I have a um an email address on file for him uh.
[AGENT][NEUTRAL] Yeah, if you'll give me that if you'll give me that email I'll be more than happy to email it to him because we do for some reason we don't have an email on file.
[CUSTOMER][NEUTRAL] Or I can try and call them, you know, yeah.
[CUSTOMER][NEUTRAL] Yeah, um, the one that I have is, um,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, yeah, I will send, um, I will send him a claim form and it does have the instructions and I'll also let him know what all he needs to um file.
[AGENT][NEUTRAL] Um, for a cancer client.
[CUSTOMER][POSITIVE] OK. Yeah, sounds good. So I'll let him know and then.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, cause I was like looking at it and I wasn't sure if this was the right one. I was like, OK, I'll see if that works. We're here.
[AGENT][NEUTRAL] Yeah, we're, we're both kind of blind in the dark right now, but yes, ma'am. I'll get this.
[CUSTOMER][POSITIVE] Yeah, I was like, OK, thank you. I appreciate you.
[AGENT][NEUTRAL] I'll get this over to Mr. [PII]. Yes, sir. Yes, ma'am. Um.
[CUSTOMER][POSITIVE] All right. Sounds good. All right, you take care. Well, thank you. Bye-bye.
[AGENT][POSITIVE] Uh thank you, [PII]. You have a wonderful day. Bye.