AccountId: 011433970860
ContactId: 94995b8c-34c3-4e4c-a85a-2999ddbc642d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 583340 ms
Total Talk Time (AGENT): 211435 ms
Total Talk Time (CUSTOMER): 292038 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/94995b8c-34c3-4e4c-a85a-2999ddbc642d_20250130T18:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. With whom am I speaking and how may I help you?
[CUSTOMER][NEUTRAL] Look at that list.
[CUSTOMER][NEUTRAL] [PII], my name is [PII].
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] And uh so I'm calling to report, to begin, and get some help on filing a claim or a policy I've had for about 25 years.
[CUSTOMER][NEUTRAL] Uh, cancer policy.
[AGENT][NEUTRAL] OK, what's your policy number?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] I'm gonna give you that you gave me a second to finish, but uh one second, I'll find it for you, OK?
[AGENT][POSITIVE] OK, sorry about that.
[AGENT][POSITIVE] Mhm. I thought you already had it. No problem.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, policy number is 9A.
[CUSTOMER][NEUTRAL] J as in joy, 291.
[CUSTOMER][NEUTRAL] 438.
[CUSTOMER][NEUTRAL] First
[AGENT][NEUTRAL] So the call back number for you in case we get disconnected?
[CUSTOMER][NEUTRAL] Area code [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you for that information. And unfortunately, um, I'm not able to pull a policy up by that number.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What is your social?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] I might note that was a replacement policy.
[CUSTOMER][NEUTRAL] I have that number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] The devastation.
[AGENT][NEUTRAL] OK and you're needing assistance with how to file a claim today is that what that's what it sounds like you were telling me you need to file a claim?
[CUSTOMER][NEUTRAL] Yes, I, I was.
[CUSTOMER][NEUTRAL] Yes, I do need to file a claim.
[AGENT][NEUTRAL] OK. Anything else you need to tell me?
[CUSTOMER][NEUTRAL] I need to uh apply for the disability waiver of premiums.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright give me one moment. I need you to verify your date of birth followed by your physical mailing address.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh, I said this much in the hospital so many times, it's easy. [PII].
[CUSTOMER][NEUTRAL] Date was [PII], um, I beg your pardon. Let me start over. [PII] is the month, [PII] is the date, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Very
[AGENT][NEUTRAL] All right. And what is your physical mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you find that information in one moment.
[AGENT][NEUTRAL] Alright, and the last piece of verification, OK, you don't have an old address and you don't have to have one. Alright, so in order for you to file, I can help you today with how to file a claim.
[AGENT][NEUTRAL] And on that form there should
[CUSTOMER][NEUTRAL] Yeah, I did
[CUSTOMER][NEUTRAL] I do have, excuse me, I do have an email address, probably not listed, but I do.
[AGENT][NEUTRAL] Do you want to add it?
[CUSTOMER][POSITIVE] Yes, I think it would be great.
[AGENT][NEUTRAL] What's what's the email address?
[CUSTOMER][NEUTRAL] OK, little strange, but it's my car and my dog. [PII]
[AGENT][NEUTRAL] I need to do
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Uh, spell that again. I have the [PII], but it looked like you went out. Mhm.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Single word, uh, sing, uh, small case.
[AGENT][NEUTRAL] Alright. That's [PII]. [PII].
[CUSTOMER][NEUTRAL] Right, I think you may have gotten an [PII]
[AGENT][NEUTRAL] Mhm. That's what I have. [PII]
[CUSTOMER][POSITIVE] OK, all right, very good.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] [PII] correct.
[AGENT][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] Alright, give me 1 2nd.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] All right. So,
[AGENT][NEUTRAL] In order to file your claim form and to apply for the waiver of disability, you will need to fill out the claim form. All that information will be listed on that form. The instructions are on the claim form. Um, if you were diagnosed with the malignant diagnosis of cancer, we need a pathology report.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, along with the claim form. Now do you have access to the internet to print a claim form, or would you like me to mail you one?
[CUSTOMER][POSITIVE] I, I absolutely do. Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] have access
[AGENT][NEUTRAL] OK, so the website, let me know when you're ready. I can give you the website.
[CUSTOMER][NEUTRAL] Uh, I can, I.
[AGENT][NEUTRAL] So you can write it down.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 11 2nd. So I'll go to the website and then print the um
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Claim form.
[CUSTOMER][NEUTRAL] Claim form from there. All right. And it will, all right, give me the website, my wife is arriving.
[AGENT][NEUTRAL] It's A
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] The word [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's all ran together.
[AGENT][NEUTRAL] [PII]. Mhm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] Once you go to that website, you're gonna click on claims and forms.
[AGENT][NEUTRAL] And then you're gonna search for the cancer claim form and you'll double click on it and you'll print it, so you can fill it out.
[CUSTOMER][POSITIVE] OK, very good.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] I can do that, I think. I had called once before when I was first diagnosed, and they were going to send me the forms, and then I got into something else and something else, and uh I actually just kind of slipped my mind. But uh I never did receive the package that they were gonna send.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEGATIVE] And you don't have a pro.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK. Well, the, mhm.
[CUSTOMER][NEUTRAL] Yeah, and, and uh.
[CUSTOMER][NEUTRAL] I've got a certificate of loss policy that is dated [PII]. That's the most current policy that I have, but I have the old original [PII].
[CUSTOMER][NEUTRAL] Uh, policy, so.
[AGENT][NEUTRAL] OK, no problem. You just need to fill fill the claim form out and your policy is so old. We have a, uh, you can keep the policy number you gave me but unfortunately we can't pull that up in our system. They assign new policy numbers that do come up in our system and for you, let me know if you're ready to write this down.
[CUSTOMER][NEUTRAL] Anyway,
[CUSTOMER][POSITIVE] I am, it's probably on my debit account every month, but uh uh yes, I'm ready.
[AGENT][NEUTRAL] The account, the account number is 125.
[CUSTOMER][NEUTRAL] 125.
[AGENT][NEUTRAL] 67.
[CUSTOMER][NEUTRAL] 67.
[AGENT][NEUTRAL] No, 125267.
[CUSTOMER][NEUTRAL] 125267, OK.
[AGENT][NEUTRAL] Yes, mhm, right, and it'll have the address where you can mail that claim form or you can fax it located on the uh the bottom of the claim form, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Alright, let's see.
[CUSTOMER][NEUTRAL] Is that address [PII]?
[AGENT][POSITIVE] Yes, it is correct. Mhm.
[CUSTOMER][NEUTRAL] OK. That's what I wrote down with the
[CUSTOMER][NEUTRAL] First person I talked with, like, as I said, that's been about 2.5 months plus. Um
[CUSTOMER][NEUTRAL] OK. Uh, now, it will tell me the forms to get together like the.
[CUSTOMER][NEUTRAL] pathology report, which I got.
[AGENT][NEUTRAL] Yes, the instructions are on page one.
[CUSTOMER][NEUTRAL] Multiple different reports here. Um,
[CUSTOMER][POSITIVE] OK, very good. I think that's all I need at this point.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there anybody's anybody's attention that I need to speak to if I call back to this number?
[CUSTOMER][NEUTRAL] Uh, or just, OK.
[AGENT][POSITIVE] No, sir. You just call back and speak to anybody. Mhm. Anybody will be able to help you.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right, very good. I will try to get the form started today. Thank you.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Well, thank you, Mr. [PII] for calling APL. You take care and have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye bye.
[AGENT][NEUTRAL] Mhm.