AccountId: 011433970860
ContactId: 9f1bd632-7cb2-4056-b695-ad509fe67846
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1063979 ms
Total Talk Time (AGENT): 185411 ms
Total Talk Time (CUSTOMER): 450095 ms
Interruptions: 17
Overall Sentiment: AGENT=1.5, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/9f1bd632-7cb2-4056-b695-ad509fe67846_20250320T18:29_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] Not managing your diabetes really.
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm, uh, uh, I have an American cancer policy and I have uh uh diagnosed and I sent to uh a person in [PII], and she is a nurse practitioner working in the office with a.
[CUSTOMER][NEUTRAL] Surgeon and I need and I, I want for I guess I'm asking you one thing is uh to send me the papers and you've done this before a long time ago when I had one on my uh cancer on my nose, uh, the papers that I will need to give to the doctors.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For um to send to you, but I wanted to ask you this when I go to a practitioner.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Who will do the uh the first um before she won't do the surgery but she'll be the uh person working on me. Does does that cover, will your policy cover any authorized person working on uh a cancer patient? Did that make any sense, yeah.
[AGENT][NEUTRAL] Yes, so you're asking like does it have to be a MD only? Can it be like, you know, a nurse practitioner or physician, you know, just.
[CUSTOMER][POSITIVE] Working in a, yeah, yeah, yeah, that's what I mean. Thank you, please.
[AGENT][POSITIVE] OK, I can check for you.
[AGENT][NEUTRAL] I can check your policy for you. You're welcome. Um, Ms. [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] I [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have your policy number?
[CUSTOMER][NEUTRAL] I am macular degenerative, so hold on about that. Let's see, uh, group number the the group number is uh 52.
[AGENT][POSITIVE] Take your time.
[CUSTOMER][NEUTRAL] Wait, 523B I believe and uh let me see what the policy number is was an individual oh the number is 46.
[CUSTOMER][MIXED] That come. I hate being blind. I don't mean that to be. I don't mean that to be ugly. I'm very, I'm very blessed, but, uh, OK.
[AGENT][POSITIVE] Take your time.
[AGENT][NEUTRAL] I can also, um, if you like, I can also look it up with your social.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I can, I know that [PII].
[CUSTOMER][NEUTRAL] [PII]. I just, I didn't think that is sweetheart, but that's uh this old car is dog-eared and kind of old but still I still I still have the coverage like I had, OK.
[AGENT][NEUTRAL] Alrighty, hold on one moment.
[AGENT][POSITIVE] Oh, you're totally fine.
[AGENT][NEUTRAL] So I'm waiting for the policy to come up now and then um so the forms that the papers you're talking about, so it's like the claim form, so they can fill file the claims for you?
[CUSTOMER][POSITIVE] Yes, and get them to you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you have to mail them to me if you will because I don't have fax or anything like that. We are very remote up here in, uh, very northern [PII].
[AGENT][NEUTRAL] I just want
[AGENT][NEUTRAL] Well, that's not a problem. Hold on one moment. I'm trying to see.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well, they told me not to say yes, sir.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] May I have your date of birth?
[AGENT][NEUTRAL] OK, so this is correct. OK, so I, I just found your policy. It was under um Rocket.
[CUSTOMER][NEUTRAL] Oh, yeah.
[CUSTOMER][NEUTRAL] But I think now I wanna ask you too what go ahead but I'll ask you this in a minute.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I wanna know if I go ahead and at one time did I had not have my husband on that way back to for [PII].
[AGENT][NEUTRAL] Um, so I just
[AGENT][NEUTRAL] Oh, go ahead.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I was I was it on there one time?
[AGENT][NEUTRAL] Well, it looks
[CUSTOMER][NEUTRAL] What I'm asking you here.
[CUSTOMER][NEUTRAL] If his, I wanna know if his uh uh social security number is on that.
[AGENT][NEUTRAL] Oh, let me see. Um, let me go ahead and verify, um, can you verify your mailing address?
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][POSITIVE] Thank you and I
[CUSTOMER][NEUTRAL] Uh, you must have had, you probably had, you probably had a slide out. No, I guess you.
[AGENT][NEUTRAL] Oh, no, ma'am. I have the address.
[CUSTOMER][POSITIVE] That's right. That's good. OK, yeah.
[AGENT][NEUTRAL] And all the information provided is a verification of benefits, not a guarantee of payment. So I'm gonna go ahead and have the cancer forms. Um, did you want me to mail them to your home address?
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][POSITIVE] Yes please that'd be fine.
[AGENT][NEUTRAL] And how many copies would you like? I think 4 is the max.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll copy her here being ex-teacher, so it'd be alright to go ahead and copy what if I need to copy them, will it be alright?
[AGENT][NEUTRAL] And then let me
[AGENT][NEUTRAL] Oh, yes, if you need to make a copy of the claim form so you can continue to file, yes, ma'am, that's fine as long as there's a copy of the blank one.
[CUSTOMER][POSITIVE] Well, that'll, uh, that'll be awesome.
[CUSTOMER][POSITIVE] OK, that's good.
[AGENT][NEUTRAL] And then if you don't mind, I'm just gonna place you on a brief hold so I can take a look at your um policy for the um about the physician, the nurse practitioner if it has to be an MD.
[CUSTOMER][NEUTRAL] That's it
[CUSTOMER][NEGATIVE] You better stop by the supply and see if you can find a uniform to come somewhere and they're kicking you.
[CUSTOMER][NEUTRAL] OK, I I'm fine I'll I'll wait thank you. You are on hold.
[AGENT][NEUTRAL] All right, hold on one moment.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Uh oh.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, thank you so much for holding. I apologize for that wait. I just wanted to check on you. I'm speaking to my team lead on the other line now to get a resolution on if it can be a different type of medical provider, not just the MD, OK?
[CUSTOMER][NEUTRAL] Hello, sir.
[CUSTOMER][NEUTRAL] I know
[CUSTOMER][POSITIVE] Hi how are you.
[CUSTOMER][NEUTRAL] All right
[CUSTOMER][POSITIVE] OK, that's good. I'm, I'm fine, fine.
[AGENT][NEUTRAL] All right, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] This is so
[AGENT][NEUTRAL] the
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, thanks for holding. So what I'm gonna do, if you don't mind, I'm gonna have a claims um examiner give you a call.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] It'll be, it'll be sometime I'm gonna make it urgent, so hopefully it's today, but just so that they can answer this question for you clearly, um, especially since you're getting ready to have the treatments, we need a clear answer for you and we're not sure, so I'm gonna ask the claims examiner.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that's good. Well, I, she has a very good reputation and very highly, yeah.
[CUSTOMER][POSITIVE] You know, highly respected, but
[CUSTOMER][NEUTRAL] My medical doctor.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Did uh refer me, so, um.
[CUSTOMER][NEUTRAL] But I'm, I'm checking my, uh, Medicare changing it, I'm changing over with uh from Humana to uh not, not on purpose, but my, my school board member did that to uh Health, United Health. So the reason I'm so important to you about your cancer um policy is that I may, you know, I may depend on you more than I would have ordinarily, so I don't mean that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm not, I, I'm just explaining to you why it's pretty important and I would like to go ahead and go with her if, if I can, and if I can't, it's not gonna make that big a difference, but I do need to know that I do, I know.
[AGENT][POSITIVE] That's totally fine and I understand that, and that's a good question to ask because sometimes it's not the doctor, sometimes it is a physician assistant or something, so that's a, that's a valid question.
[CUSTOMER][NEUTRAL] Mm yep.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] I'm glad. So I, so I know, of course, like I said, I'll be, I'll be perfectly all right about it, but I, I do need to know, and, um, and you have been better than good you, you've been wonderful thank you so much, um.
[AGENT][POSITIVE] Thank you so much, Ms. [PII]. Well, I'm glad I could assist you.
[CUSTOMER][POSITIVE] Well, I am too, so I'm going to count this for your person for the answer, and I hope it's a yes, but if it isn't, it'll be all right too, so you've been very good. Thank you. So don't forget to get my stuff and get my stuff in the mail though for the for the uh.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][POSITIVE] For the blanks to get claims forms, that's what they are, yeah, and so thank you and have a good day have a good afternoon and a good day tomorrow, sweetheart.
[AGENT][NEUTRAL] The claim form.
[AGENT][POSITIVE] Thank you, Ms. [PII]. You also, I've already put the request in for it to be in the mail for you. It's on the way.
[CUSTOMER][POSITIVE] Thank you so much and I'll, I'll be talking again maybe if not so sometimes OK bye bye thank you.
[AGENT][POSITIVE] All right, thanks for calling APL. Have a great day.