AccountId: 011433970860
ContactId: 99a96630-47f0-4051-bae7-dfc756af8373
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 921380 ms
Total Talk Time (AGENT): 270983 ms
Total Talk Time (CUSTOMER): 183013 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/99a96630-47f0-4051-bae7-dfc756af8373_20250203T16:57_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How you doing?
[AGENT][NEUTRAL] Fine. How are you?
[CUSTOMER][POSITIVE] I'm doing good. Um, I have an insured on the other line. She's asking about a, a premium waiver, sounds like.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] What type of coverage does she have, disability or something?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] This is for a cancer policy.
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] 2329682.
[CUSTOMER][NEUTRAL] I've called customer service group billing, they're saying it's claims. I just need.
[AGENT][NEUTRAL] So if she's wanting to know if she's, if she's currently on a waiver?
[CUSTOMER][NEUTRAL] So, no, she is on a waiver. She wanted to know how long it was for because she um it was lapsed, but then we reinstated it cause it was supposed to be on the waiver. She said she usually gets something in writing saying when it, when the waiver is up, but she didn't get anything so she's trying to figure out when this last waiver is until.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 00, let me see. I'm gonna have to reach out to the cancer examiner to see exactly. Let me see if she's in here real quick.
[AGENT][NEUTRAL] See if I can tell when they started, started it.
[AGENT][NEUTRAL] OK, so it looks like I see she called on the [PII] and and [PII] was supposed to be checking into it.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let's see, reinstated policy.
[AGENT][NEUTRAL] Yeah, I'm gonna have to check with one of the examiners real quick.
[AGENT][NEUTRAL] Give me a moment.
[CUSTOMER][NEGATIVE] OK, you want me to transfer her to you or I'm, I don't even know what this is.
[AGENT][NEUTRAL] Um, do you mind putting her on, just holding on just a minute and let me, because I don't want you to keep transfer her more than once because if it's one of them that needs to speak with her, then I'd rather you transfer her once. Yeah, so hold on, let me check real quick.
[CUSTOMER][NEUTRAL] Yeah, go ahead.
[CUSTOMER][NEUTRAL] Go to now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hey, [PII], can you look at a claim real quick?
[AGENT][NEUTRAL] It's on policy 2329682.
[AGENT][NEUTRAL] For [PII].
[AGENT][NEUTRAL] Mhm. 9682.
[AGENT][NEUTRAL] She is on the line and she's inquiring about her waiver premium trying to see when it will end. I was looking at the notes and I see maybe she was recently reinstated.
[AGENT][NEUTRAL] Yes, she says she usually receives a letter letting her know when her waiver premium will end.
[AGENT][NEUTRAL] Under her cancer policy?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, she was, yeah, send it some, she recall receiving the letter, but yeah, that's all she was wanting to know is how long she will be on waiver. So as long as she's disabled, she'll be on waiver.
[AGENT][NEUTRAL] Unless we receive notification otherwise.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thanks for checking.
[AGENT][NEUTRAL] All right, bye.
[AGENT][NEUTRAL] OK, and are you still there?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm sorry. I, I was, I don't know if you heard me coughing and all of a sudden I started having a coughing fit and my throat got dry.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] But, uh, so yes, so it's her, you can send it to me and I'll explain it to her.
[CUSTOMER][NEUTRAL] OK, hold on one second.
[AGENT][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] Hello [PII].
[CUSTOMER][POSITIVE] Yes. Thank you so much for holding. I apologize for that wait. I have [PII] on the line and she's going to be assisting you further, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hi, [PII].
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] You were just inquiring about the waiver premo under your coverage for cancer?
[CUSTOMER][NEUTRAL] Yes, I just wanted to know. I know it kind of got situated last week, um, and then normally once I had the waiver approved, I was told it would cover me for 3 months until I needed to get another notice, uh, of a doctor's note if it continues, but I didn't get any form of paperwork indicating that I am approved for those 3 months.
[AGENT][NEUTRAL] OK. So that you would receive any letter under your cancer policy. However, you, you are set up for waiver premium. You'll be under waiver premium as long as you're permanently disabled and receiving cancer treatment. So if anything changes, then at that time if you're no longer um disabled, then it would, you'll no longer be on waiver premium.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But as long as you're disabled in receiving cancer treatment, then you will be on that.
[CUSTOMER][NEUTRAL] OK, now if I can.
[CUSTOMER][NEUTRAL] If I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so like today I submitted my disability documents on that list both my uh policies, so that would be enough for this month. I don't have to submit another doctor's notice as long as I'm submitting my monthly disability paperwork.
[AGENT][NEUTRAL] Yeah, let me check. You say you submitted under your disability?
[CUSTOMER][NEUTRAL] Yeah, today.
[AGENT][NEUTRAL] OK, let me look under that.
[CUSTOMER][NEUTRAL] I just want to make sure
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, we'll just make sure it's under both policies. Let me pull up the document.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So it looks like what you submitted in today was like the statement of insured.
[CUSTOMER][NEUTRAL] It should
[AGENT][NEUTRAL] Section is what you submitted.
[AGENT][NEUTRAL] To us under your disability?
[CUSTOMER][NEUTRAL] Yeah, so, yeah, I submitted the 1st 5 forms which I normally submit every month for my disability.
[CUSTOMER][NEUTRAL] I I know I never have to submit a doctor's notice for disability. The only thing is when I would call in terms of cancer premium waiver, they were telling me that I had to submit a doctor's note.
[CUSTOMER][NEUTRAL] And then they would waive me for 3 months and then another 3 months I have to submit a doctor's note.
[AGENT][NEUTRAL] Let me verify that for you. Give me one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey, it's me again. What type of information does she need? Does she just, we just go off for kind of continuation disability that the physician indicate? Cause she's wanna know what does she needs to send to us periodically for her cancer. Is it would be the same information as her disability?
[AGENT][NEUTRAL] No, for the waiver premium to show prove that she's still on disability.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It is.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] It is
[AGENT][NEUTRAL] 232
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, cause I see here it says proof of disability. It looks like we need the physician statement containing date of diagnosis, the date disability due to cancer, but
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I was looking under the disability to see if it was what the physician form had. I didn't know.
[AGENT][NEUTRAL] May, OK.
[AGENT][NEUTRAL] OK, so as long as she provide us with an update by then.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I will let her know that. Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm bye.
[CUSTOMER][NEUTRAL] Do you think it's returnable?
[AGENT][NEUTRAL] For holding [PII]. So it looks like from the information that we have, uh, it has, the doctor had your anticipated return to work date is [PII]. So if anything changes prior to that, then we'll just need to be notified. Or if your disability is extended beyond then, you'll need to give us the updated information, um, the physician form completed to extend it by the [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, perfect. I just wanna make sure I don't have to keep giving a doctor's notice from what I've been told in the past. OK. Cause it didn't make sense to me for me to be on disability, and then I felt to submit those documents cause I was like, I thought if I was on disability, I'd get it waived. Like I didn't understand all that.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No. Only if you return to work early or if your disabilities extended beyond, then we'll need that updated physician form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got it. OK. So then, OK. So my, my cancer insurance will remain active. I don't have to pay a premium um up until either of those things, yeah.
[AGENT][NEUTRAL] Yes
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK. OK, perfect. Well, thank you for your help.
[AGENT][POSITIVE] Is there anything else I can assist you with today? You're welcome.
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, well thanks for calling AP. You have a good day.
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks. Bye