AccountId: 011433970860
ContactId: 947b84af-f24e-424f-b3b6-34bfaebb020a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 630229 ms
Total Talk Time (AGENT): 277014 ms
Total Talk Time (CUSTOMER): 314949 ms
Interruptions: 7
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/947b84af-f24e-424f-b3b6-34bfaebb020a_20250225T16:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII]. This is [PII]. Uh, my husband carried a cancer policy and he passed away. I have the claim number. I was just wanting to know the status of it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, I could check on that claim for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you and then uh you said you have that claim number?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] I do. 34.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 349-983-7
[AGENT][NEUTRAL] OK, thank you, one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I filed that claim in July.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right after he passed away. And every time, and I've, I've uh provided everything that they have asked for.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] OK, we can definitely check on that. Um, [PII], I don't see you listed under this policy.
[CUSTOMER][NEUTRAL] I mean his wife.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] I have the wife as uh [PII].
[CUSTOMER][NEUTRAL] No, I'm [PII].
[AGENT][NEUTRAL] Hm, OK. Um, what was your date of birth?
[CUSTOMER][NEUTRAL] [PII] what?
[CUSTOMER][NEUTRAL] Mine is [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII] was his ex-wife.
[AGENT][NEUTRAL] OK, so that's this policy, um,
[CUSTOMER][NEUTRAL] And it's too
[AGENT][NEUTRAL] Let's see and yeah this one is quite a bit older, but I don't see you listed under this one. Give me just a moment.
[CUSTOMER][NEUTRAL] OK. His two children were also listed on that.
[AGENT][NEUTRAL] If he had one.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, bear with me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If I don't have you listed, then unfortunately I wouldn't be able to disclose any information regarding the policy.
[AGENT][NEUTRAL] Let me see if I can't find you.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] That's crazy. Um, I've talked to a call about every other month, it seems like, and I've got so much correspondence from APL.
[CUSTOMER][NEUTRAL] And um they had one of the, the children's names, they're adults now and I provided that with their address and their, I think it was phone number and um I've submitted all of the pathology reports, the billing, just everything they asked for.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, so yeah, and I do see this original claim, so let me see, and there's that of course is what you gave me. I'm gonna see if there's any updated information. Give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] That was
[AGENT][NEUTRAL] OK, I'm not showing that we've received any information after this claim that you gave me um how did you submit that information [PII]? Did you mail it to us?
[CUSTOMER][NEUTRAL] Um, the, um, hospital, uh, I, they printed it out or put it on CDs and I mailed that in, and then they wanted more information about billing, and I talked to them at Hillcrest, the hospital, and they were gonna fax that information to you. I have all these notes all over this paper.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mhm, yeah, I'm not showing that we've received anything. Let me give you um just so you could verify with them the correct fax number.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Right, uh.
[CUSTOMER][NEUTRAL] Is it [PII]?
[AGENT][NEUTRAL] Uh, that's our actual phone number.
[AGENT][NEUTRAL] To speak with us.
[CUSTOMER][NEUTRAL] Oh, I see it now.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, that's it that's correct. I'm not showing that we've received anything so might just give them a call and let them know because I'm still showing that we're missing uh quite a bit of information for this claim.
[CUSTOMER][NEUTRAL] OK, that's all number.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] What are you missing?
[AGENT][NEUTRAL] Um, let me know when you're ready and I can tell you everything specifically it's stating that we're needing.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, OK, uh, let me, I had the pathology report, death certificate, uh, I had my surgery bill, pathology report again, and then they wanted billing, uh, how much everything was, and I called.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, so that itemized statement, absolutely, um, we do need that itemized statement, that is one that it is showing.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And then for the chemo, uh, we're needing a copy of the explanation of benefits from primary insurance, and you can get that from wherever he went to receive treatment. um, they'll have that information essentially just showing what whoever his primary insurance was, um, whatever they paid or contributed to that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'm writing it down. A copy of treatment, uh, I my statement of the copy of treatment, uh, the chemo.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, it's for the chemo and the radiation. Um, sorry, I just noticed that one as well. Uh, for the chemo and radiation, we need a copy of the primary EOB from primary insurance.
[CUSTOMER][NEUTRAL] And he had uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] A copy, let me write this down, copy of EOB.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] From
[CUSTOMER][NEUTRAL] The insurance, he had health choice.
[AGENT][POSITIVE] the primary insurance, yeah, um, that's perfect, yes, whoever his primary was.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And then I do see, uh, let's see, a surgery. Um, for that, we would need it states the uh fully itemized surgery bill that includes procedure codes and diagnosis codes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, wait a minute, honey, but I'm sorry. I'm writing this down. So, OK.
[AGENT][POSITIVE] You're fine. No, no, you're perfectly fine. It it's a lot.
[CUSTOMER][NEUTRAL] Yeah, tell me once again, that one.
[AGENT][NEUTRAL] Sure. The itemized surgery bill.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Surgery bill.
[AGENT][NEUTRAL] Mhm. That includes procedure codes and diagnosis codes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Procedure codes. I had requested everything and so [PII] said, oh we'll get it to him.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And
[AGENT][POSITIVE] Goodness.
[AGENT][POSITIVE] Well, and if they if you speak with them um and they can either get that information to us directly or they can send it to you and you can send it to us whatever is easier and then of course if they um need any clarification or if there's any confusion they're more than welcome to give us a call as well and we can go over exactly what we're needing if they need to speak with us.
[CUSTOMER][NEGATIVE] I know I'm so frustrated.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What uh
[CUSTOMER][NEUTRAL] OK, what I will do uh surgery bill, procedure codes, and what else was that last one?
[AGENT][NEUTRAL] Uh, diagnosis codes.
[CUSTOMER][NEUTRAL] Uh, was there some
[CUSTOMER][NEUTRAL] Diagnosis. OK. Uh, uh, I will have them.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Fix it up, print it, whatever. I will go get it and I will mail it to you because they said, oh yeah, we'll fax it to them.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And here we are.
[AGENT][NEUTRAL] Right, yes, um, and it looks like that's going to be essentially all the information we're missing for all of the other items as well, um, the itemized statements that include those diagnosis and procedure codes. So I would just, um, I, any, wherever he went for treatment or surgery or anything like that, I, I think just ask for that information across the board.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, I will.
[AGENT][POSITIVE] Well I'm so sorry for the confusion, [PII] if again if they need to talk to us um they're more than welcome to and you know hopefully we can kind of get this set up for you.
[CUSTOMER][POSITIVE] OK, thank you so very much.
[CUSTOMER][NEUTRAL] Oh, I tell you.
[CUSTOMER][NEUTRAL] Yeah I had uh some names on here and I can't um I can't find it right now.
[CUSTOMER][NEUTRAL] I, I had so many things to take care of. And um that being that the veterans were the last two things I, and I've tried just to call every month and not every week. And, you know,
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Make a nuisance of myself, but I will request this again and I will go pick it up and I will mail it to you. And I have your address.
[AGENT][POSITIVE] Well, I promise you wouldn't be a nuisance obviously you wanna make sure that this is taken care of and we completely understand that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] And that is money for his children, uh, which are adults, and they could use the money too, you know, and it was just a $10,000 policy, but still, yeah, every little bit helps.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Absolutely, you have the policy, absolutely.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] Honey, thank you so very much. You've been so kind and I, I appreciate that.
[AGENT][POSITIVE] Oh, you're welcome. Of course I'm sorry there's not more I can do to help, but let us know, OK? And I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Well, I will. I certainly will. All right, you too, bye. Have a good one.
[AGENT][POSITIVE] Thank you. Bye bye. You too. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Oh father.