AccountId: 011433970860
ContactId: 93862f70-8424-408b-a14e-5dd503e265ef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 702320 ms
Total Talk Time (AGENT): 317824 ms
Total Talk Time (CUSTOMER): 501746 ms
Interruptions: 17
Overall Sentiment: AGENT=1.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/93862f70-8424-408b-a14e-5dd503e265ef_20250226T20:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. With whom am I speaking? How may I help you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] I had uh uh [PII], sorry, [PII], that's a long time. I filed an initial claim for cancer that I have, and then it was just 5 pages and I, I went to my neighborhood library and I faxed them to y'all. Now I have like 50 something pages. I finally got everything linked together. Do I mail it? Do I fax it? Uh, how do y'all want me to handle this?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, well, first of all, let me get your policy number and then I'll be able to assist you with how to get that information off to us.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, and I have no idea of the policy number. Never thought about that. Let's hm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment because you would need to put that on the documents as well. So let me get to a screen where I can look up, you could just put it on the first page that you'll send um let's see uh what is your social?
[CUSTOMER][NEUTRAL] Oh boy.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I'm looking at what I said before and I don't have the policy number on here. Oh, that's strange.
[AGENT][POSITIVE] Thank you for that.
[AGENT][NEUTRAL] OK. And what is, yes, because what happens is when you send that, then we have to try to match up certain information, the uh mail room to try to see what policy this goes on. But let me get you to verify your uh mailing address, please.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] In [PII]. I'm looking back at some paper, some of the points I got here. I don't see a policy number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is your that's OK, I found it. What is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is the email address we have for you on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. So I'm gonna give you your policy number so you'll have that and you can write that on that first page and let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] Alright, it is 87821.
[CUSTOMER][NEUTRAL] 87821
[AGENT][NEUTRAL] 21, yes, that's correct, Mr. [PII]. So in order for you to send that information over to us, you can uh you can mail it if you would like that will take longer or you can fax it. So it doesn't matter, you know, it's, it's how you prefer um if you have an online service in our account set up, you could upload that information there, but if you don't, your only choice is to fax or to mail. Do you need our fax number?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I think I have it is [PII].
[AGENT][POSITIVE] You, you got it. [PII]. That's correct. Mhm.
[CUSTOMER][NEUTRAL] OK, OK. I'm gonna try faxing because I'm not that good at computers. I'm [PII] old. I don't know.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] OK, no worries. No worries.
[CUSTOMER][NEUTRAL] It, it, it took me forever to get all, get people to cooperate with me. That, that's what's, yeah, anyway, OK. I think I have everything. I have some, I call for different people to send me things and I thought they did, but I'm not sure. It's a handwritten note.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And I can send it with you if you I numbered the pages so that when you call, if you call for something, I know what page you're talking about.
[AGENT][POSITIVE] OK, that's good. That's a good thing. OK, that's a good thing, Mr. [PII]. Yes, that's real smart. And let me ask you something. What's a good callback number for you?
[CUSTOMER][NEUTRAL] That that that makes sense.
[CUSTOMER][NEUTRAL] I, I work
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Thank you, Mr. [PII]. All right. But yes, sir, that's a good idea. I like that.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] I work, I work with.
[CUSTOMER][NEUTRAL] I worked for an insurance company before for the state, so I'm kind of familiar with, you know, some I'm not totally ignorant of insurance, but to, but anyway, I, I, you're gonna call me about the page I'm going, I have no 50 pages which, which one's that?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My, my sister's going through this on her end. She had colon cancer and
[AGENT][POSITIVE] Oh, OK. I'm sorry to hear that. Mhm.
[CUSTOMER][NEUTRAL] All kind of chemo treatments.
[CUSTOMER][NEUTRAL] Well, well, thank you, and she's doing good, but she's, I'm, I'm what's her name again?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], uh, she, I, I know it's almost a half an inch thick, all her paperwork. I said, girl, and I couldn't complain to her. I said, I haven't found mine yet either. But you need to, and when you get ready, OK, but I got it. I think I got everything. I said, OK, number it now. Why? I said, cause when they call back on a certain day, ask for a certain item, whatever, you're not gonna know what they're talking about with that inch of paper.
[AGENT][POSITIVE] Wow
[CUSTOMER][NEUTRAL] So, oh, OK.
[AGENT][NEUTRAL] Mm. And let me ask you this, Mr. [PII]. Do we have your pathology report that diagnosed you with cancer?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You have that and I got a check for that for $1000 plus $75 for my doctor's visit for the for the year. I got a copy of that. That's what I'm saying this has been since September. I'm ashamed, but I'm sorry.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, good. Good, good.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, it, hey, it happens. Sometimes people just have to wait. I mean, you know, and, and thank [PII] we don't have a, a following limit. Well, you have to do this by a certain time frame, you know, so the.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well, that's what my sister checked with hers, and she does not have a filing limit. So even, so I don't know what company her hers is with, and you know, I just, I, I, I'm just sitting here, OK, now I have a day to day I can do this and uh let's see here, yeah, here's the pathology report date that's from uh the check is dated [PII] or [PII] that I'm embarrassed, but anyway, OK, uh, what I'm gonna do is tomorrow.
[AGENT][POSITIVE] That's good.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] No, don't be, don't be Ms. [PII]. OK.
[CUSTOMER][NEUTRAL] I'm gonna tomorrow I'm gonna go to the library here and uh email fax this fax it, yeah, fax it to you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I could put it in the mail, and I don't mind putting it in the mail except that I'm gonna have to make a copy of it.
[AGENT][NEUTRAL] Uh, it may just take too long and it might get lost. Yeah, and you're gonna have to make a copy in case you get lost, so I wouldn't suggest that. Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And that that's what I thought. I thought, oh [PII], I got a copy all this. Nope, but I, I, I'll faxed it. I, I looked back and I said, oh, here's the claim number, the claim uh thing I, I faxed. So went to the library and took care of that. So uh tomorrow, it's too late this afternoon tomorrow, uh, I'm gonna go and fax it to you at the claims department number.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes sir.
[AGENT][POSITIVE] Oh yes, absolutely.
[CUSTOMER][NEUTRAL] And uh and, and um.
[AGENT][POSITIVE] And your 50 pages, believe me, is nothing compared to, I, I'm in the cancer department and I had one last week that was 500 pages. So your 50 pages is like, it's real good. Sometimes, we have gotten as many as 1000, so, trust me, your 50, your 50 is just like a breath of fresh air.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Lord.
[CUSTOMER][NEUTRAL] Well, this is, I tell my
[CUSTOMER][POSITIVE] Well, this is what I told my sister, uh, you know, I said, you know, that's a lot. I said, so you get, you need the number of your pages when you get them all together, I had to make her understand, you know, she had the surgery, she had follow up and all this and, and chemo. I took her for chemo treatments and she did great. She's 5 years out now cancer free, thank God. Oh, yeah, yes, yes, and
[AGENT][POSITIVE] Good. Thank God. Thank God. Yes. Yes, that's all right.
[CUSTOMER][NEUTRAL] Mine is just starting, yeah, mine's just starting because I was told that I don't do anything until
[CUSTOMER][NEUTRAL] Uh, my PSA level gets to 10, and I think it's at 8. So, and it, and this is not very consoling, but the doctor and my pharmacist told me, you can die from something else before you do any treatments. I'm like, oh really? Thanks.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] Oh, I, I have a heart condition. I have diabetes, you know, and all this so I'm like, OK. You're, you're not very consoling.
[AGENT][NEUTRAL] And that something
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And you know what, I know, and that's how it is. I, um, I'm a, I'm a cancer survivor. I had a kidney cancer. But I'm past the 5-year mark, but, you know, it's still, I thank [PII], you know, but I still sometimes in the back of my head because I have benign on the other side. So, you know, it's like once you get out of the window for them to watch you for the side that was malignant and I had surgery, it's like, you ain't watching me for the other side.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] This is this is weird, but that's just the world we live in, I guess, you know.
[CUSTOMER][NEUTRAL] What it
[CUSTOMER][NEUTRAL] My, my brothers had, I'm following him. He had prostate cancer, and then two years later, I had, I admire. So now, he's a little bit older than me. He's at, he's at uh 2, let's see, 2 treatments, not 2 treatments, but 2 bouts with radiation, and it went away and it came back and now he has bone cancer.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And he, he says, uh he, he's the medication he's taking, it just it makes everything taste like cardboard. I said, well, I don't, I hope I don't get to that point, you know. No offense, I'm [PII] old. Hey, I
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Oh wow.
[AGENT][NEUTRAL] Well, or you don't.
[AGENT][NEUTRAL] We pray you don't. Hey, and it's, it's, you know, everybody's journey is different and, you know, we just have to keep the [PII] and, you know, uh, the, the the good book says, the good book says the size of a mustard seed, and do you know how small the mustard seed is? So, uh-huh, so as long as you got it, it don't matter if it's the size of a mustard seed, just have just that.
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] I, I prayed.
[CUSTOMER][NEUTRAL] Mm, well, I, I booked uh I.
[AGENT][NEUTRAL] You know, and take one day at a time cause that's what I do, you know, I mean, I still, like I said, you know I've heard people say, like you say, all kinds of stuff that's really not consoling, but I just have to be like, OK, Lord, you know, it's in your hands, you know.
[CUSTOMER][NEUTRAL] Oh well, uh, I place.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Well, that's it. Um, I believe in a Catholic, um, [PII] that was a Pareto. His motto is pray, hope, and don't worry. And I tell my priest all the time, Mr. Father, I'm sorry, it's a sin to worry, but I worry, you know, it's, it's, it's in its all of nature. it's, we're human, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] There you go.
[AGENT][POSITIVE] That's right.
[AGENT][POSITIVE] We do, cause we're human. We're human.
[AGENT][POSITIVE] Yeah, we're human. That's right. Yes, we're human, so, yes, sir.
[CUSTOMER][NEUTRAL] Thank you. But I'm gonna tell you right now, this has, this has not kept me from doing what I wanna do in life. Um.
[AGENT][NEUTRAL] And don't let it, and don't let it, Mr. [PII].
[CUSTOMER][POSITIVE] Well, my, my wife passed away with a rare, rare disease, and she did not want to fly. And uh I took care of her. I mean, she would be rife with a feeding tube. I did all that, and two years later, I hit the skies, took off. I started traveling and doing things, and I tell the kids, I'm spending your inheritance, and they tell me, go for it. They even took a trip with me to, to our homeland in [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] That's right.
[AGENT][POSITIVE] See that's awesome.
[CUSTOMER][NEUTRAL] I was still to death, but that, that is awesome, you know, and 11 of my sons, uh oh, yeah, hold on, hold on, hold on. Uh oh, that's my, that's my notice to go and take my snack now. I have diabetes and I have to eat on time. So I, I, I, I.
[AGENT][POSITIVE] That is awesome. Mhm. Yes.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, well, go ahead. And I have diabetes too, so go ahead, Mr. [PII]. Listen, it was a pleasure talking to you and if you have any other questions, I'm [PII] and I am in the cancer department, OK?
[CUSTOMER][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Yes, ma'am. So I'm, I'm gonna just, uh, I'll probably try to fax this tomorrow if everything's open. We're getting ready for Mardi Gras over here and, uh, things are closed down and all that stuff. I'm not into that at my age. I y'all go ahead and party. I, I, I'm, I'm gonna sit here and, uh, do my little thing here with my kitty cat and that's it. So [PII], nice speaking with you. And where are you located? Where are y'all? What, what? In [PII]? Oh, OK, OK, OK. OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Ah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. All right. Well,
[AGENT][NEUTRAL] Yes, sir. I'm in [PII].
[AGENT][NEUTRAL] Yes, sir. But my, my, the home company is in [PII]. Mhm.
[CUSTOMER][POSITIVE] Yeah, I thought [PII]. Yeah, y'all got, y'all got some nice weather over there with the snow and the tornadoes. Mhm. I I have a great nephew that lives there.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes, yes, yes, yes, yes, yes. Well, all right, Mr. [PII]. Anything else I can help you with today?
[CUSTOMER][POSITIVE] OK, thanks a lot. No, ma'am, you're a tremendous help. Thank you.
[AGENT][POSITIVE] All right. You have a great day and thanks for calling ATL. Bye-bye.
[CUSTOMER][POSITIVE] All righty. You, you, bye-bye.
[AGENT][NEUTRAL] Bye bye.