AccountId: 011433970860
ContactId: 8f6e6f71-9506-45e6-8a11-d6b6cffa8352
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 655700 ms
Total Talk Time (AGENT): 258727 ms
Total Talk Time (CUSTOMER): 311610 ms
Interruptions: 4
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/8f6e6f71-9506-45e6-8a11-d6b6cffa8352_20250131T15:21_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. This is [PII]. How are you?
[AGENT][POSITIVE] I'm doing wonderful, Miss [PII] how about yourself today?
[CUSTOMER][POSITIVE] I'm doing well. Uh, my policy number is 2579522.
[AGENT][POSITIVE] Perfect, and give me a second to get that pulled up for you.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And while I'm pulling that up, Miss [PII], do you mind if I snag just a quick call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, uh, right now I'm at [PII].
[AGENT][NEUTRAL] Thank you and I might have taken that number down wrong. I had that number pull up. Are you calling on behalf of yourself, correct?
[CUSTOMER][NEUTRAL] Yes, I'm on my work number, probably the number you'll have on [PII].
[AGENT][NEGATIVE] Oh, no.
[AGENT][NEUTRAL] I'm sorry, the policy number I pulled up just brought up someone else's name, so maybe I just typed it in wrong if you could give it to me one more time please.
[CUSTOMER][NEUTRAL] 25
[CUSTOMER][NEUTRAL] 79522
[AGENT][POSITIVE] Perfect. I did type it wrong. I typed 71. I'm sorry about that.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Oh, I do see you right here, Miss [PII], and if you could verify your date of birth for me, pretty please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Beautiful and I'm just gonna verify some additional information and then I can jump right into this policy and help you um would you be able to verify that mailing address on file?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, thank you, and then it looks like the last thing is just that email on file.
[CUSTOMER][NEUTRAL] I'm not sure. It could be [PII].
[AGENT][NEUTRAL] I think it's your professional email.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][POSITIVE] Perfect. Thank you so much. And how can I help you today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Well what I'm needing to find out, of course I have a new policy number because my employer.
[CUSTOMER][NEGATIVE] Terminated going through y'all.
[CUSTOMER][NEUTRAL] As of [PII], so.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's changed to my personal policy and I paid for the premium for the whole year, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My question is, my cancer treatment has changed since last year. Uh, I'm no longer getting the HER2. I'm getting another medication.
[CUSTOMER][NEUTRAL] That's injections, plus I take 2 oral meds.
[CUSTOMER][NEUTRAL] It's um
[CUSTOMER][NEUTRAL] From what I've read, I don't read a lot because you know, it tells you too much stuff. But anyway, according to what I read and then what the doctor told me when she put me on this, it's a 3 in 1 regimen. I have to have the injection as well as the 2 oral medications.
[CUSTOMER][NEUTRAL] For it to work.
[CUSTOMER][NEUTRAL] So my question is, do y'all pay any towards prescriptions that I have to have.
[CUSTOMER][NEUTRAL] Which completes my chemo treatment.
[AGENT][POSITIVE] Yeah, let me pull up that policy document and see what I can find on that for you. Absolutely.
[CUSTOMER][NEUTRAL] Because I know y'all will pay for the and you know.
[CUSTOMER][NEUTRAL] I'm crossing my fingers. This is all new, so paying for the injections, uh, and that medicine, but I didn't know the others are oral, so I didn't know if y'all.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Help to pay those or paid towards prescriptions.
[CUSTOMER][NEUTRAL] If I turn that in.
[AGENT][NEGATIVE] Alright, one second while I get this viewer up. It's just loading a little slower than normal.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] Yeah, and I have not got y'all maybe it just may be running behind. I've not yet received.
[CUSTOMER][NEUTRAL] What I would call my new packet referencing my new policy number and stuff.
[AGENT][NEUTRAL] OK, yeah, typically, did it show it to you online? Was it available online for you?
[CUSTOMER][NEUTRAL] I went online to get that.
[CUSTOMER][NEUTRAL] No, it was not, but my policy number's there.
[AGENT][NEUTRAL] No, not yet. OK.
[CUSTOMER][NEUTRAL] That's how I got my policy number.
[AGENT][NEUTRAL] I know it can take them like up to a full month or so to get those policy documents put into the viewer, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I don't have that either. Um, my understanding is it should be the same as your last policy. It's just that you've taken it over. So let me just peek at your last policy documents.
[CUSTOMER][NEUTRAL] OK, I'll check at home because I, I do have those uh.
[CUSTOMER][NEUTRAL] Yeah, I've got those documents, uh.
[AGENT][NEUTRAL] You do?
[CUSTOMER][NEUTRAL] Yeah, at home on the old policy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, and it should be the same. I just didn't know if it helped. Could you pull up one of the old ones will give you my last?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yeah, so that's what I'm looking at now to see if we can see that.
[CUSTOMER][NEUTRAL] I can check it
[CUSTOMER][NEUTRAL] Check myself.
[CUSTOMER][NEUTRAL] Because like I said, I didn't know how y'all would treat prescriptions because it's not a normal.
[CUSTOMER][NEGATIVE] It's not a normal prescription. They're pretty pricey.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The two medicines I'm on.
[AGENT][NEUTRAL] Alright, let's see.
[CUSTOMER][NEUTRAL] Put it this way, I've already met my prescription deductible and copay out of pocket for all of [PII].
[AGENT][NEUTRAL] Holy smokes.
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] Well, I hope your insurance is really helping out then. That's
[AGENT][NEUTRAL] And I am so sorry. I looked at the last one and I'm not showing the document on here either.
[CUSTOMER][NEUTRAL] Well, that's weird.
[AGENT][NEUTRAL] Yeah, OK, let me go back one more.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] You see, I took this out in [PII].
[CUSTOMER][NEUTRAL] And I guess y'all had something internal because in [PII].
[CUSTOMER][NEUTRAL] I was given a new policy number.
[AGENT][NEUTRAL] Alright, yes, OK, I see the last document we sent out was in [PII].
[CUSTOMER][NEUTRAL] And then in [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let's read that one.
[CUSTOMER][NEUTRAL] And I don't know why one is in here showing effective [PII] because that was just in September and I don't know.
[AGENT][NEUTRAL] Yeah, there was like a policy. It looks like it was on file from like [PII] through like the end of the year January, and I'm not exactly sure.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] What
[CUSTOMER][NEUTRAL] Well, I don't know. I didn't make any changes and I didn't.
[AGENT][NEUTRAL] That difference was.
[CUSTOMER][NEUTRAL] Yeah, I didn't cancel or reinstate so it must have been with within APL.
[CUSTOMER][NEUTRAL] That's strange.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] If it is the same as the policy that your last policy document sent out in [PII], and I can't know that without seeing the current policy document, but I will put in a request for them to get a move on getting that uploaded so that we have access to it and you do as well through your portal, um.
[AGENT][NEUTRAL] I am.
[AGENT][NEUTRAL] Not showing any particular benefits for prescription medication. I do see.
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] Radiation therapy, chemotherapy, immunotherapy, and hormone therapy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But I'm not showing anything for the
[AGENT][NEUTRAL] I'm not showing anything for prescription medication. So if it is the same as this previous policy certificate, then I wouldn't show any, but what I'm going to do is I'm going to request them to get your new policy certificate uploaded, um, so that both I have access to it and you do as well.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK, it's probably.
[CUSTOMER][NEUTRAL] Yeah, it's probably the same and that's OK, but I thought, you know, it doesn't hurt to ask.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Because it is a 3 in 1.
[CUSTOMER][NEUTRAL] They don't prescribe one without the other two.
[CUSTOMER][NEUTRAL] That you just don't.
[AGENT][POSITIVE] Yeah, I, it certainly doesn't hurt to ask, so I agree and I'm glad you called.
[CUSTOMER][NEUTRAL] They just don't
[CUSTOMER][NEUTRAL] Do that so I didn't know.
[CUSTOMER][NEUTRAL] Uh, because I've got my print out from my January.
[CUSTOMER][NEUTRAL] Uh, my two visits in January.
[CUSTOMER][NEUTRAL] So I need to get those in.
[CUSTOMER][NEUTRAL] And how out of.
[CUSTOMER][NEUTRAL] Actual chemo stuff.
[CUSTOMER][NEUTRAL] That and the medicine.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, get those sent our way so we can get some, some of your benefits back out to you and then um.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Give it maybe a cup, mhm.
[CUSTOMER][NEUTRAL] Now online how do I file.
[CUSTOMER][NEUTRAL] A claim online because it's not showing me how to do that online it's just say do you have documents to upload for a claim which I know how to upload those but.
[CUSTOMER][NEUTRAL] I had nothing to
[CUSTOMER][NEUTRAL] Start
[AGENT][POSITIVE] OK, yeah, absolutely. So if you.
[CUSTOMER][NEUTRAL] Or is that that may be where I start click select claimant OK I bet you that's even though it says upload files you still have to put everything in.
[CUSTOMER][NEUTRAL] First.
[AGENT][NEUTRAL] Yeah, so you'll want to um.
[AGENT][NEUTRAL] You'll want to
[CUSTOMER][NEUTRAL] Yeah and then it pulls up the policies I want to file on OK.
[AGENT][NEUTRAL] Yep, just submit your documents right through there and that's and that's all you need to do um if you have everything already gathered that you know you need just upload those documents and then they'll start a new claim process with those documents for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK awesome.
[CUSTOMER][POSITIVE] Yeah, for now I did. OK, thank you so much for taking my call. You've been a great help.
[AGENT][POSITIVE] Well, it's my pleasure. Thank you so much, Ms. [PII], and I hope you have such a fabulous day, and I'll get this request put in for you, OK?
[CUSTOMER][POSITIVE] OK, thank you and have a great weekend.
[AGENT][POSITIVE] You too. Thank you.
[CUSTOMER][POSITIVE] Alrighty bye bye.
[AGENT][NEUTRAL] Bye bye.