AccountId: 011433970860
ContactId: 93cd4261-051d-4326-ba2b-ad0a120be06f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187369 ms
Total Talk Time (AGENT): 102838 ms
Total Talk Time (CUSTOMER): 73090 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/93cd4261-051d-4326-ba2b-ad0a120be06f_20250116T20:26_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is. How may I assist you?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm on y'all's website and I needed to print out a new claim form.
[CUSTOMER][NEUTRAL] Um, and it's for claiming cancer, but when I click on the cancer claim form, it just talks about lodging, um, and we didn't have any of that, I mean.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I just wanted to send the path report and the the first initial bills.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] All right. Um, let's see how I can help you. Um, may I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected, Ms. [PII]?
[CUSTOMER][NEUTRAL] Um, I'm, I'm at [PII].
[CUSTOMER][NEUTRAL] I had previously been using a uh accident and health claims statement.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, yeah, those are the old ones and we don't use those no more. Um, Ms. [PII], do you have the policy number by any chance?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it's my husband. He's the insured. It's 731-920.
[AGENT][NEUTRAL] Thank you, one moment, let me pull that information.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And let me have your date of birth for security and the mailing address on file.
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][NEUTRAL] Thank you. OK, so the cancer claim form this online um is 4 pages. Um, the first page is gonna give you instructions depending on what day you want to send. So if you just wanna send the pathology report, um, then it's indicated that um the information that needs to be in the pathology report and then you can just add the itemized bills um for the
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Payment of insured, you go ahead and fill out about the insured, about the patient. Um, you don't have to fill out section C.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Or family member lodging, um, you just go ahead and acknowledge by signing and put in the um the date and then on the 4th page, there's another authorization request, um, just in case we need to get medical records or anything like that, you'll sign and fill out that one and send it in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, that's what that is at the bottom, OK.
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][POSITIVE] OK, um, so I did have the right form. OK, thank you very much.
[AGENT][POSITIVE] Yes, mhm. You're welcome. Is there anything else I may help you with today, Ms. [PII]? No, OK. Well, thank you for calling APL. You have a good afternoon, Ms. [PII] You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Uh, no, ma'am.
[CUSTOMER][POSITIVE] You too thank you bye bye.