AccountId: 011433970860
ContactId: 922d5369-c221-463c-a749-ff1381680bbd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 358339 ms
Total Talk Time (AGENT): 178196 ms
Total Talk Time (CUSTOMER): 180280 ms
Interruptions: 5
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/922d5369-c221-463c-a749-ff1381680bbd_20250210T19:29_UTC.wav
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[AGENT][POSITIVE] Good morning or good afternoon. Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. This is [PII]. Um, I had filed a claim, um, a cancer claim, uh, uh, well, it was actually mailed on [PII], and I, I just would like to know if they did receive it for consideration, um.
[CUSTOMER][NEUTRAL] You need my policy number, would that help?
[AGENT][NEUTRAL] Yes, what is your policy number, please?
[CUSTOMER][NEUTRAL] 006797006
[AGENT][NEUTRAL] And your name is [PII] and
[CUSTOMER][NEUTRAL] [PII]. Yes, ma'am.
[AGENT][NEUTRAL] OK. And what is your date of birth, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Is your name [PII]. I'm just making me a note of who I've talked with. OK. All right.
[AGENT][NEUTRAL] Yes, yes. Yes. My name is [PII]. And Ms. [PII], can you verify your mailing address, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And what is a good cell phone number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mm, thank you, Ms. [PII]. And you're actually just wanting to know the status of your claim?
[CUSTOMER][NEUTRAL] Yes, ma'am, and then I, I got one other question when you, when you look to see if, if they did receive it, you know, we don't know if the mail is gonna run or if it's not gonna run these days, so I just want to make sure that they, that it was received.
[AGENT][NEUTRAL] OK. It was received and it is in the process of being reviewed. It has not been um completely reviewed or finalized yet, so at this time I really can't give you a time when it's gonna be released. Um, I would recommend maybe calling back maybe Thursday or Friday.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Go back on
[CUSTOMER][NEUTRAL] That what is that date would be, uh.
[AGENT][NEUTRAL] I can't, I can't guarantee that it will be processed, but you could still maybe get a update by then or actually I'm sorry, call back Friday afternoon, call back Friday afternoon that would give them enough time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. All right. And uh, but just, but they did receive, that was my main thing I wanted to make sure, um.
[CUSTOMER][NEUTRAL] OK, another question. Uh.
[CUSTOMER][NEUTRAL] I didn't last time I was trying to file this claim that I could have been filing like where I have Pap smears. I, I'm [PII], so I no longer have the, um, not Pap smears, I'm sorry, the breast checks and stuff like that and colonoscopies or whatever. How far back can I file those since I didn't file them for the last, who knows how many.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] Your effective date is, that's fine. The effective date is still um [PII] and we'll go back as far as you can get, you know, the um an itemized bill of those of the mammogram or Pap smear or colonoscopy, but we do need the charged amounts.
[CUSTOMER][NEUTRAL] OK. [PII] was the last.
[AGENT][NEUTRAL] So if you can get a printout.
[AGENT][NEUTRAL] Yeah, that is, that's when how long we've had your policy. So, well, let me look and see, [PII], let me look and see what you filed one for [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] So let me go back and let me look at, there's another date on here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you filed one for [PII]. So, you know, you can do 78, and then.
[AGENT][NEUTRAL] [PII], [PII], and then [PII] and on.
[CUSTOMER][NEUTRAL] OK, so I filed in [PII] and then [PII] and.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK. OK. So but my effective date of all this was in [PII], I guess when I took these policies out, yeah, that's, that's been a while. I knew it had been, but OK, filed saying.
[AGENT][NEUTRAL] 14. Yes.
[AGENT][POSITIVE] Correct, yes, yes.
[CUSTOMER][NEUTRAL] I filed on [PII], [PII]. So anything I could go back and, and send in showing where I had, well, back then I would have had pap smears.
[AGENT][NEUTRAL] Well, yeah, we'll have, right, but we would have to have the charged amount.
[AGENT][NEUTRAL] That shows how much you were charged for that procedure. It could be Pap smears, anything that's checking for cancer, uh, Pap smears, skin cancer checks, um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, mammograms, colonoscopy, anything that will, you know, check for cancer.
[CUSTOMER][NEUTRAL] All right, let me ask you this. Do they accept the Cologuard thing which
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] They did, OK.
[CUSTOMER][NEUTRAL] Colonoscopy.
[CUSTOMER][NEUTRAL] Cologuard.
[CUSTOMER][NEUTRAL] I don't think there's any charge on that. I might be wrong on that, but I'm not sure, but I'll check and see.
[CUSTOMER][POSITIVE] Well, this, this has helped me, but I didn't know how far back that, that they would go, um, but.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I do appreciate it and um I don't I guess I'll just talk to whoever answers then if I call back on Friday. I don't, do you have a number that goes directly to you?
[AGENT][NEUTRAL] Yes, on Friday.
[AGENT][POSITIVE] No, I apologize. Uh, no, just call the [PII] number and anybody who answers can help you with that, um, but, uh, call back Friday afternoon and, and hopefully we'll be able to give you an answer. I can't guarantee anything, but you know, you could, we could start with Friday or Monday. We'll be, we should have that information for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][POSITIVE] OK, well thank you so much for your help. I do appreciate it and you have a blessed afternoon.
[AGENT][POSITIVE] Uh, thank you. think anything else I can help you out with, Ms. [PII]?
[CUSTOMER][POSITIVE] I, I think that's all for right now, um, just those two things, but, um, all right, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome. You have a wonderful day and thank you for calling American Publicly. You're welcome. Goodbye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh-huh.