AccountId: 011433970860
ContactId: a144487b-11ac-4fac-997a-fe4eccba1f7c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1801339 ms
Total Talk Time (AGENT): 749406 ms
Total Talk Time (CUSTOMER): 930893 ms
Interruptions: 7
Overall Sentiment: AGENT=0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/a144487b-11ac-4fac-997a-fe4eccba1f7c_20250107T20:21_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Miss [PII], I'm a fines, uh, Eugene Foster up at [PII], and I had filed a claim on my cancer policy, and I was just checking on the status of it, please, ma'am.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes,
[AGENT][NEUTRAL] OK, Mr. [PII], so you're just wanting to check status on a claim that you have filed. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am, just, yes ma'am, I filed it on, uh, well, actually I mailed it on [PII], you know, of [PII] of last year, and I just hadn't heard nothing from it and I was just concerned, you know, if you had it or anything, you know.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, Mr. [PII]. Yes, sir. I can certainly help you with this. And what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, and your policy number, please?
[CUSTOMER][NEUTRAL] 01431263.
[AGENT][POSITIVE] Thank you so much. So give me just a moment to get your information pulled up, Mr. [PII]. Then I will need to verify several things with you first for security. So just a moment.
[CUSTOMER][NEUTRAL] Oh, OK, let me, let me share this with you now. I mailed it to a PO box number what I had, um, you know, it had your mailing. I had a mailing address and a PO box, so I, I sent it to that PO box number, you know, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so give me just a moment. I may have misheard misheard you on your policy number or just mistyped something. So, no, sir, give me your policy again because it's not what I'm typing in is not for your policy.
[CUSTOMER][NEUTRAL] OK, 0143.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 1263.
[AGENT][NEUTRAL] OK, yes, sir. So that's somewhere there is a number off, uh, with that policy.
[CUSTOMER][NEUTRAL] Well, I'm looking at my, um, you know, it's uh well actually I had gotten a duplicate policy at some point.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And that's the in the in the the cover sheet I also sent that cover sheet with it you know but it it that's that's what it's saying.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, policy number.
[CUSTOMER][NEUTRAL] 01431263 effective date [PII].
[CUSTOMER][NEUTRAL] It's a payment policy, you know.
[AGENT][NEUTRAL] Yes, sir. OK. So, there must just be a misprint on that paper. So give me just a moment, Mr. [PII], and let me see if I can locate. What is, um,
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] What is your full, the policy in your name?
[CUSTOMER][POSITIVE] Uh, yes, ma'am. Insured is fine.
[AGENT][NEUTRAL] OK. What is your social?
[CUSTOMER][NEUTRAL] My social number?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I see you caught me off guard. You, I got it on top of my head, um, uh, the last three num I'm at the last four digits is [PII]. I know. Can you go with that or do I need to?
[AGENT][NEUTRAL] Hm. I'm sorry.
[AGENT][NEUTRAL] No, so I
[AGENT][NEUTRAL] I can't look at the, um, I can't look it up with just, I can try it by your name. So I, I can try it that way, it just takes longer. Uh, so let's see here. [PII], correct? And then [PII] Is that correct?
[CUSTOMER][NEUTRAL] Yeah, oh well.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] All right. So just give me a moment.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I have, I have, you know, you have, have.
[CUSTOMER][NEUTRAL] You have paid a claim on me before on this policy.
[AGENT][NEUTRAL] Yes, so there's
[AGENT][NEUTRAL] There's just a digit somewhere or another there is one digit off on that document that you had received for what, and if you've had the policy a long time, that may have something to do with it, but we're, we're gonna find your policy. So give me just a second.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] And you said is the policy in your name or would it be in someone else's name?
[CUSTOMER][NEUTRAL] No, ma'am. No ma'am. It's in my name and that's all.
[CUSTOMER][NEUTRAL] You know, that's what.
[CUSTOMER][NEUTRAL] That's what I'm looking at, you know, is.
[CUSTOMER][NEUTRAL] Would be, well, the pilot schedule.
[CUSTOMER][NEUTRAL] American public life.
[CUSTOMER][NEUTRAL] A PLIC.
[CUSTOMER][NEUTRAL] Dash 1 cancer and specified disease policy.
[CUSTOMER][NEUTRAL] Guaranteed renewable for life in parenthesis, the policy number that I gave you.
[CUSTOMER][NEUTRAL] Effective date.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Type of coverage family.
[CUSTOMER][NEUTRAL] Premium $12.65.
[CUSTOMER][NEUTRAL] Age of primary insured.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Method of payment bank draft.
[CUSTOMER][NEUTRAL] Frequency pay monthly.
[CUSTOMER][NEUTRAL] Um, benefit description, chemo and radiation treatment for 12 month period.
[AGENT][NEUTRAL] Yes, sir. I, I, I don't doubt anything you're saying. I'm just trying to find out where the discrepancy is and since you don't have your full social for me to look this up, I'm having.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, yeah, oh, I forgot that. I forgot that. Hold on, just hold on, uh, I'm on down. I can get that for you in just a minute. Hold on.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I gotta find it. I just put my.
[CUSTOMER][NEUTRAL] redone my stuff in my bill fold the other day and
[AGENT][POSITIVE] Oh goodness, when you reorganized, that's kind of like moving to a new house. Good luck with finding stuff.
[CUSTOMER][NEUTRAL] I, I just
[CUSTOMER][NEUTRAL] That's exactly
[CUSTOMER][NEUTRAL] That's my, my wife.
[CUSTOMER][NEUTRAL] She gets me.
[CUSTOMER][NEGATIVE] And you be a fool and I, and I hate it.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, uh, it, and then normally I could rat it off to you, but I just, when you ask that you went blank on right here, here we go 427.
[CUSTOMER][NEUTRAL] 884-301
[AGENT][NEUTRAL] All right. So let's see if I can locate something with that, Mr. [PII], and I may not be able to even locate it with the social because of, you know, just depending on how long you, because you've had this policy so long sometimes.
[AGENT][POSITIVE] When the computer changes, OK, here we go, we're in business.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Alright, so just one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So I believe I've located the policy, Mr. [PII]. So let's verify some things um first for security and then any information that I provide for you today would be a verification of benefits and not a guarantee of payment. So first off, if you will please verify your uh date of birth.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] And then your home mailing address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh
[AGENT][NEUTRAL] Thank you. The phone number that you gave me, the [PII], is that your home number or your cell number?
[CUSTOMER][NEUTRAL] That is the uh my cell number and we don't have a landline anymore.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. So that, that is the best contact number then that we should have on file for you. OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes my
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEGATIVE] Well, you probably, uh, good possibility that would have [PII], but that number's no good.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, and then the only other thing that we're missing is, do you have an email address, Mr. [PII]?
[CUSTOMER][NEUTRAL] No, ma'am, I don't, I don't, [PII] old.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You don't fool with that internet?
[CUSTOMER][NEGATIVE] Yeah, this left me behind a long time ago.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, don't say that. OK. Well, I'm just gonna, I'll make a note in the, um, in that field so that, uh,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I was looking through.
[CUSTOMER][NEUTRAL] This information that I have.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And I thought I should have a copy of it.
[CUSTOMER][NEUTRAL] uh, you know, my application when I, uh.
[CUSTOMER][NEUTRAL] You know when I when I uh bought the policy.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] But for some reason.
[CUSTOMER][NEUTRAL] Hold on just a minute, but for some reason.
[CUSTOMER][NEUTRAL] I'm not, um
[CUSTOMER][NEGATIVE] When I got a duplicate policy it's not showing.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] It's not showing the copy of the application.
[CUSTOMER][NEUTRAL] In it, you know, all I have.
[AGENT][NEUTRAL] Yes, sir, we don't, uh-huh, with the policy. So I can tell you the policy number that you have, Mr. [PII], again, because of the length of time that you've had this policy, when the system changed,
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Instead of where your policy starts out with 01.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] It should just be 00.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[AGENT][POSITIVE] Everything else about that number is correct.
[CUSTOMER][NEUTRAL] Alright, so I'll just change that 1 to 0 then, correct?
[AGENT][NEUTRAL] Yes, sir. Uh-huh. Yes, sir. 00, cause really and truthfully, your policy number is 431263.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, all right, OK.
[AGENT][NEUTRAL] Those first two zeros are just kind of, you know, extra taking up space, if you, if you will. And another thing is your policy is under your, it's [PII] and then your middle initial E.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Thank.
[AGENT][NEUTRAL] And I was trying to search it as [PII] and it wouldn't find it.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh-huh, OK.
[AGENT][NEUTRAL] When I was searching by your name, OK? So just, you know, just for you to be aware of that.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They own the and 2 on the.
[CUSTOMER][NEUTRAL] On the uh
[CUSTOMER][NEUTRAL] The front of the cover page of the policy.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Fine spelled [PII]
[CUSTOMER][NEUTRAL] He [PII], but [PII], [PII], I do um you know.
[AGENT][NEUTRAL] And, and so this one is [PII] we, is that correct, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's the way my name is spelled, yes ma'am.
[AGENT][NEUTRAL] Yes, sir. OK, so at some point we have corrected that.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] That typographical error. Yes, sir, we have an A.
[CUSTOMER][NEUTRAL] Oh you have OK
[CUSTOMER][NEUTRAL] OK, alright, OK, I'll change that to that.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So I do, um, when did you submit, I don't see a recently received claim for you. I don't see that we have received a claim on this policy actually, um, since [PII].
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] On your cancer policy.
[CUSTOMER][NEUTRAL] Well.
[CUSTOMER][NEUTRAL] See, I had, uh, I had prostate cancer in the first of the year. Last year I took 28 radiation treatments in [PII], and I didn't file on it actually I mailed it on, I got my note here in front front of me claim mailed on [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Mhm.
[CUSTOMER][NEUTRAL] And I think that was on a Monday because the girl at the post office at [PII] told me.
[CUSTOMER][NEUTRAL] Uh, I didn't even ask her. She just volunteered and told me she said they should receive this Wednesday, you know.
[AGENT][NEUTRAL] Yes sir, do you have any idea what PO box you mailed that to? because you may have had, I don't know, did, did you by chance keep a have anything that shows you the address that you sent it to?
[CUSTOMER][NEUTRAL] So I
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][NEUTRAL] Normally,
[CUSTOMER][NEUTRAL] Normally I make copies of stuff like that just in case something goes haywire. All right, I'm.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah I had some previous claims and let me look here and OK.
[CUSTOMER][NEUTRAL] Here's why I did it. Well, that, that claims in [PII].
[AGENT][NEUTRAL] Yes, sir, see, I don't see that we've received any, you know, like there's not a documentation.
[AGENT][NEUTRAL] As far as you speaking with us since then, you may have had an old claims mailing address. We used to have a [PII].
[CUSTOMER][NEUTRAL] Oh, I so.
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] But now all of our claims go to to our corporate office to [PII].
[CUSTOMER][NEUTRAL] OK, that's, I sent this. I'm just about sure.
[CUSTOMER][NEUTRAL] Every the what I have got.
[CUSTOMER][NEUTRAL] It's [PII] American Public Life Company [PII].
[AGENT][NEUTRAL] Yes, sir. Uh-huh.
[AGENT][NEUTRAL] Yes, sir. That, that was our address, but it's not been our mailing address for quite a while now, and a, a lot of times, um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] The mail is not getting forwarded anymore. I don't know if it's.
[AGENT][POSITIVE] will be returned to you. I'm not sure, but I'll be happy to give you our new
[AGENT][NEGATIVE] Claims, mailing address because that [PII] doesn't exist anymore.
[AGENT][NEUTRAL] For us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I need to I'm gonna have to get just refile it then.
[AGENT][NEUTRAL] Yes, sir, because we haven't received it and if you mailed it [PII], I mean, we would have had it if it was gonna be forwarded.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEGATIVE] But we haven't received anything.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] And see I have on this um.
[CUSTOMER][NEUTRAL] Well, on the uh.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Well, I keep calling cover sheet on the uh policy. See it don't have it just has [PII], you know, that.
[AGENT][NEGATIVE] Yes, sir, and we don't even, that's not, and that's not even our physical location anymore.
[CUSTOMER][NEUTRAL] Oh really? OK, I've been.
[AGENT][NEUTRAL] Yes, sir, so, ah.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I've been in the office time or two, you know.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][NEUTRAL] Alright, well
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] So let me know when you're ready and I'll give you that correct PO box so that you can get your claim resubmitted to us.
[CUSTOMER][NEUTRAL] Give me
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] All right, it's still to APL.
[AGENT][NEUTRAL] PO Box.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] 24.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 8 950.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that is [PII].
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Oh, how do you spell [PII]? OA.
[AGENT][POSITIVE] OK, uh, I'll spell it for you. [PII]
[AGENT][NEUTRAL] Then city
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the zip code is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. And the abbreviation for [PII] is OK.
[CUSTOMER][NEUTRAL] OK, alright, let me go back over this with you. The mailing address is [PII].
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII], um I'm sorry, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, I missed it [PII].
[CUSTOMER][NEUTRAL] 0 OK.
[AGENT][NEUTRAL] Uh-huh. Yes, sir, but you've got everything else right.
[CUSTOMER][NEUTRAL] Alright, now the, the phone number, the 800 number that I just called [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh. That is still the number. That is still the correct phone number.
[CUSTOMER][NEUTRAL] Ma'am.
[CUSTOMER][NEUTRAL] OK, well, are you in [PII] or where?
[AGENT][NEUTRAL] Well, we, I, I'm actually in [PII]. We work remotely now. Yes, sir.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Yeah, OK, alright, OK, alright, but this 800 number, in other words, if I was gonna call someone, I can still call that then, OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, so that's still the phone number that you will call to reach us. Uh-huh.
[CUSTOMER][NEUTRAL] OK. All right. OK.
[CUSTOMER][NEGATIVE] Well, I just kept putting off the call, to call.
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][NEUTRAL] You know, I'm, I'm one not to see, I, I wrote Liberty National Life in, I mean, uh, cancel policies for about 10.5 years and uh I left the company and a good friend of mine which worked for, well, he worked for Liberty National at one time.
[CUSTOMER][NEUTRAL] But then he went to work for hisal writing uh American Public Li uh cancer policies, [PII] uh.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And I bought, you know, I bought this little cancer policy from him, sure did, and I've had it ever since I.
[AGENT][POSITIVE] Oh wow.
[AGENT][NEUTRAL] Yes, I can see you've had it since [PII]. That's a long time, 24 years. Yes.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah, and, and I think maybe a couple of little claims and acted. I've had some um.
[CUSTOMER][NEUTRAL] Some little cancers that had to be cut off from my face and that sort of thing, you know, and actually I got some claim on it right now that if I could, if I file it, they, you know, they would probably pay on it. I'm in the surgical part of it, you know, but I just hadn't done it, no. But now this radiation, I, I was taking them radiations and I have no.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Think about it and I said, you know what, my little cancer policy might accidentally pay on it, you know, and I looked and sure.
[AGENT][POSITIVE] Well, you certainly file it with this, yes, sir. You should certainly follow it with this for review.
[CUSTOMER][NEUTRAL] Yeah, well, of course I live at [PII] and um the hospital in [PII] is where, you know, in what I, you know, I don't know when I got to go back up there for an appointment, um, but as soon as I go back up there.
[CUSTOMER][NEUTRAL] I'll go back by and get get the stuff and refile it again, you know, you know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now, you tell, see, all I, what I see.
[CUSTOMER][NEUTRAL] Was, you know, just a statement of the charges on the radiation treatment, OK?
[CUSTOMER][NEUTRAL] You know, with it had the diagnosis is not only.
[CUSTOMER][NEUTRAL] I, I wrote just on in the little policy supposedly pay something for mileage.
[CUSTOMER][NEUTRAL] I wrote down, you know, how far it was from my house.
[CUSTOMER][NEUTRAL] To the cats or something.
[CUSTOMER][NEUTRAL] OK, and I had that on there.
[CUSTOMER][NEUTRAL] Um, and then I, I sent a copy of the front of the, uh, cancer policy, say, you know, and all, but now is that all I need to file? Do I need anything else or will that be sufficient?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Well, what
[AGENT][NEUTRAL] Um, but do you have any way to access the cancer claim form, Mr. [PII], because the first page of our actual claim form for the cancer policies has all of the instructions for what you need to, to submit for us to review.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] OK, I got right here.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well, this was on [PII]. The lady by the name of [PII] sent me a note.
[CUSTOMER][NEUTRAL] You know, real nice, but this is a um how to file claims on your cancer policy.
[CUSTOMER][NEUTRAL] You know, and it's just got a whole bunch of stuff down through here that I.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] A list of stuff you know.
[CUSTOMER][NEUTRAL] And I don't know.
[AGENT][NEUTRAL] OK, so,
[CUSTOMER][NEUTRAL] What I need, you know,
[AGENT][NEUTRAL] Now, what I can
[AGENT][NEUTRAL] Um, if you don't have access or someone doesn't have access to the internet, where they could just pull up the claim form so you could see the instructions, I can send a request to have one mailed to you.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Um, do you have any, you know, family or friends that are close that do use the computer? I was just trying to think of a quicker way to get you the information.
[CUSTOMER][NEUTRAL] Well, my daughter, she always does all this most of the time she does this kind of stuff for, you know, you know, but it, you know, uh.
[AGENT][NEUTRAL] Uh-huh, OK.
[CUSTOMER][NEUTRAL] I think we'd have time if you could just request that form to be sent to me, you know, then, you know, through the mail, then I could.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] In it, you know,
[AGENT][POSITIVE] OK, I'll be happy to do that.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Because like I say, I've, I've got to go back to my dermatologist pretty quick, you know, and, uh.
[CUSTOMER][NEUTRAL] So I mean I'm sure I would get it by that time, you know, you know, so.
[AGENT][NEUTRAL] OK. Yes, sir. I'll be happy to um make that request for you to have a copy of the cancer. But if you would like to, if you wanna take down this website, I can, you can write it down. And that way if your daughter, you know, if, if she's able to help you before you
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] That'd be great. That'd be.
[AGENT][NEUTRAL] Get this in the mail, she can just go ahead and, and print this off.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] So the website she would go to is.
[CUSTOMER][POSITIVE] OK, that'd be great.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah, it was [PII]. Did you get the [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, yes, yes, ma'am.
[AGENT][NEUTRAL] OK. OK, and then after the [PII], it's A.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh. So again, that's [PII].
[CUSTOMER][NEUTRAL] Is that in lower case or does it really matter?
[AGENT][NEUTRAL] It does, it does all lower case will be fine.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] OK. All right. OK. All right. OK. You know, well, I can, you know.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I, I guess I have to get her to do that then. I probably, I was just thinking about it, you know, being easier, but she can her work.
[AGENT][NEUTRAL] Yes, sir, she, oh yeah, she could pull that website up and go under claims and forms.
[AGENT][NEUTRAL] And just print off the cancer claim form.
[CUSTOMER][NEUTRAL] Go to claims and inform.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah, it's at the top of that, when that website.
[AGENT][NEUTRAL] Comes up see where it says claims and forms and she will click on that.
[CUSTOMER][NEUTRAL] Yes, my
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And scroll down the page and she will see where it says cancer claim form.
[AGENT][NEUTRAL] And there is a blue button out to the right that says download form.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's what she will click on.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Cancer client forms, OK.
[AGENT][NEUTRAL] Yes, sir. Uh-huh.
[CUSTOMER][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] And that'll give all the instructions, OK?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] He's supposed to be by here a while and I'll, I'll give that to her, you know.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] see it.
[AGENT][NEUTRAL] Well, that way, that would, that would get you probably what you need a whole lot sooner than it's gonna get to you in the mail anyway, if she has the ability to print that for you.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK and then uh.
[CUSTOMER][NEUTRAL] Let me, yeah, there's my address right there what I need to, yeah.
[CUSTOMER][NEUTRAL] Okey dokey. Well, I'm sure glad I don't, I don't almost didn't call again because I'm one. I don't like to. I try to understand what's going on out in the real world and worrying people and that sort of thing, you know, and, uh, about something and uh.
[CUSTOMER][NEUTRAL] With, with my little cancer policy, the times I've ever filed a claims, I ain't never had no problem with it, and that's the reason I said, well, you know, they just the holidays and end of the year and all that, you know, so but I was coming in by the lunch and I said, well, uh, I'm gonna, I'm gonna go call and see what I can find out, you know, so and what was your name now?
[AGENT][NEGATIVE] Absolutely, no.
[AGENT][NEUTRAL] My name is [PII] and I spell it [PII] Yes, sir.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK. [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh, so yeah, OK. Uh.
[AGENT][NEUTRAL] Yes, sir. Uh-huh.
[CUSTOMER][POSITIVE] Well I, I appreciate your help and um.
[AGENT][POSITIVE] Well, you are certainly very welcome. You're very welcome. It was my pleasure.
[CUSTOMER][NEUTRAL] And you
[CUSTOMER][NEUTRAL] And if I can, if my daughter, she needs, she can call that [PII] number and and ask for you and can talk to you then, correct?
[AGENT][NEUTRAL] Well, she can ask for anybody can help her if she needs help with a claim now we won't be able to tell her anything about your policy unless you're on the phone with her. So you would.
[CUSTOMER][NEUTRAL] Maybe.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, I'm talking about to get.
[AGENT][POSITIVE] Yeah, if she, yeah, if she has any questions about she can ask for me if I'm available. I'll be happy to talk to her. If, um, what is her name?
[CUSTOMER][NEUTRAL] Yeah, oh yeah, I think.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. I'll just make a note that that's, is, and how does she spell [PII]?
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. All right. And that's your daughter. OK, so I'll just make a note, but yes, if I'm available, Mr. [PII], I'll be happy to speak to her, but anyone else could help her if it's just uh, if she needs assistance in getting the claim form.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][POSITIVE] OK, OK, Ms. [PII], I appreciate your help and appreciate your time and we'll see what.
[AGENT][POSITIVE] Well, you are absolutely.
[AGENT][NEUTRAL] OK, Mr. [PII].
[CUSTOMER][NEUTRAL] See when we get
[AGENT][POSITIVE] Well, if that's all then for this afternoon I can help you with, thank you again for calling APL and I hope you have a really nice evening.
[CUSTOMER][NEUTRAL] We we
[CUSTOMER][POSITIVE] You too ma'am thank you here.
[AGENT][POSITIVE] Yes, sir. Yes, sir. Thank you.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] [PII].