AccountId: 011433970860
ContactId: 9ba190c2-f1b7-4879-9a98-dc048a957626
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 250479 ms
Total Talk Time (AGENT): 91128 ms
Total Talk Time (CUSTOMER): 145478 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/9ba190c2-f1b7-4879-9a98-dc048a957626_20250109T14:32_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I know this is [PII]. Uh, I've got an APO cancer policy, me and my wife, and I've, I've got a question, um.
[CUSTOMER][NEUTRAL] Let me go ahead and give you my policy number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] If you need that alright, policy number is 596954.
[AGENT][NEUTRAL] Thank you, hold on one moment. OK, go ahead.
[CUSTOMER][NEGATIVE] I'm not OK.
[AGENT][NEUTRAL] OK, I got you pulled up here. And Mr. [PII], I just need you to verify your date of birth and the mailing address on file.
[CUSTOMER][NEUTRAL] OK, my date of birth is [PII]. My address is [PII].
[AGENT][POSITIVE] All righty, and thank you so much for verifying your information, and how can I help you today?
[CUSTOMER][NEUTRAL] OK, just a quick short summary. My wife had cancer not this past fall, but the fall before in [PII] and uh had surgery and all that and we got the 10,000 up front and they paid for the surgery and whatever and then this fall she had to have the cancer appeared in her lungs.
[CUSTOMER][NEUTRAL] And she had to have radiation treatment, OK? They sent, they sent a check for $10,000.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] After I sent in the bills for the radiation and it's they explained that they would pay $10,000 a year on radiation, so my question is, here it is a [PII] this was probably in August uh September, October somewhere along there.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh like I say I got the 10,000 now this is a [PII] and more than likely she's gonna have to have more radiation treatment so my question is, is this another year? I mean it is another year of course, and will it be another 10,000 on the radiation?
[AGENT][NEUTRAL] OK, let me take a look at your benefits. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And all the information provided is a verification of benefits, not a guarantee of payment. So yes, sir, this is a um per calendar year, so um.
[CUSTOMER][NEUTRAL] I understand
[AGENT][NEUTRAL] [PII], beginning of this year, started the [PII]. So yes, sir, that's a full 10,000 for this year to use.
[CUSTOMER][NEUTRAL] OK, now how long, what like if, uh, you know, I'm curious, but what if this goes on for 5 years, that 10,000 will keep on coming each year or what's the the max on it or?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, no, sir, there's no max as long as you have this policy and it's active, that's just one of the benefits on there. Um, it takes care of the radiation or chemotherapy, um, up to $10,000 per year. So as long as it's active, um, you have that, and even if it's something like past, um, you know, like you were mentioning last year, she still has some that you need to, you know, bill for, you can as long as the policy is active, you can um file at any time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, now that goes for radiation or chemo, right?
[AGENT][NEUTRAL] No, radiation and chemo.
[CUSTOMER][NEUTRAL] OK, well, hold up, let me ask this question, we'll say instead of radiation this year.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] She has a chemo, so it'd be 10,000 for the chemo uh expand.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, sir, it's not either or, it's both. So whether she has radiation or chemotherapy that benefit, it is up to $10,000.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] OK, well you've helped me a lot and I really appreciate it.
[AGENT][POSITIVE] Well, I'm glad I could assist you. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] I don't think so. Hope you have a good day.
[AGENT][POSITIVE] Alrighty. You also, and thanks for calling APL and happy New Year.
[CUSTOMER][NEUTRAL] Same to you. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.