AccountId: 011433970860
ContactId: 92a803b3-53e7-4dc1-8018-95ddece8f958
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 504220 ms
Total Talk Time (AGENT): 166437 ms
Total Talk Time (CUSTOMER): 153753 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/92a803b3-53e7-4dc1-8018-95ddece8f958_20250403T18:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], I'm [PII], and I'm calling about policy number 457612. It's a cancer policy. Uh, this is my husband, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, are you calling about for yourself or for him?
[CUSTOMER][NEUTRAL] For him
[AGENT][NEUTRAL] OK, do you have his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what is your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then lastly, can I get a good callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, and how can I help you today?
[CUSTOMER][NEUTRAL] OK, I had called earlier and asked for a copy.
[CUSTOMER][NEUTRAL] Of the policy. Um, and I finally got that, but I also asked for a claim forms because he's taking treatment for bladder cancer. And there were no claim forms. And in, in this, it said that he would furnish forms for filing proof of loss.
[CUSTOMER][NEGATIVE] And there, there are no forms all with this.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's get that uh get that sent over to you. Hold on one moment, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, do you have an email address?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, are you wanting us to mail them to you?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, I can.
[CUSTOMER][NEUTRAL] And what are they talking about?
[CUSTOMER][NEUTRAL] What are they talking about when they say proof of loss?
[AGENT][NEUTRAL] Uh, it's basically just like hospital itemized bills showing that you have had treatment or been in the hospital, etc. That's what the proof of loss means, so that you have been to the doctor.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I need copies of the doctor bills and the pathology report and uh treatment.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, proof that the treatments were done. OK. Do I need to wait till the end of the treatment to
[CUSTOMER][NEGATIVE] Get all this sailed out.
[AGENT][NEUTRAL] Yeah, you don't have to, um, it's just up to you whatever's easiest, um, so yeah, so that we'll need like the pathology report if it's an initial diagnosis or a new diagnosis of cancer, um, this gives an itemization of instructions of what we need when you do get ready to file. So again, just what, whatever is easiest for you if you wanna wait till everything's done and then start collecting everything or.
[AGENT][NEUTRAL] You know, send it in as, you know, as um things go on, so.
[CUSTOMER][NEUTRAL] Mhm. OK, alright, does this policy have a um.
[CUSTOMER][NEUTRAL] One time lump sum benefit.
[AGENT][NEUTRAL] Uh, let me pull up what we have.
[AGENT][NEUTRAL] Um, and this is not a guarantee of payment. It's just a basic outline of your policy. Let me look and see what we've got.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Give me just a moment, I'm pulling that up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm reading through trying to see what the lump sum is.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Um.
[AGENT][NEUTRAL] I'm not seeing a lump sum. I see a daily hospital benefit. We have attending physician benefit.
[AGENT][NEUTRAL] There's in-house nursing.
[AGENT][NEUTRAL] Radiation and chemo.
[AGENT][NEUTRAL] Um, let's see, the plasma.
[AGENT][NEUTRAL] Ambulance and transportation.
[AGENT][NEUTRAL] There's a certain dollar amount attached to different surgeries.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Daily benefit and then.
[AGENT][NEUTRAL] 7500 for
[AGENT][NEUTRAL] Chemo and radiation.
[AGENT][NEUTRAL] And then let's see.
[AGENT][NEUTRAL] Uh, looks like.
[AGENT][NEUTRAL] Lump sum cancer 1000.
[AGENT][NEUTRAL] Looks like that's on here. OK, so it looks like 1000 is the lump sum amount.
[CUSTOMER][NEUTRAL] OK. OK. All right. On this written proof of loss, I'm reading here, it says you have to give written proof of loss within 90 days of the loss. Well, he had the surgery.
[CUSTOMER][NEUTRAL] In [PII], well, he's still taking treatments.
[CUSTOMER][NEUTRAL] And he probably won't be through.
[CUSTOMER][NEUTRAL] until sometime in May.
[AGENT][NEUTRAL] Yeah, that's just you can disregard that. That's not applicable. You actually have any the timely filing limit so there there's no limit on the time that you can take to put, you know, put in the claims, so you, you can submit these claims at any time.
[CUSTOMER][NEUTRAL] So it's
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK, so if you will send me the claim forms.
[CUSTOMER][NEUTRAL] Please.
[AGENT][POSITIVE] OK, I'll get those claim forms uh generated today. They'll go out in the mail just give it a couple of working days and then is there anything else that I can help with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's all. Thank you.
[AGENT][POSITIVE] OK, well, thank you, Ms. [PII] for calling APL and I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you, you too.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye bye.