AccountId: 011433970860
ContactId: a3945c02-57d8-435d-9038-17eecb87d229
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249059 ms
Total Talk Time (AGENT): 85202 ms
Total Talk Time (CUSTOMER): 158340 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/a3945c02-57d8-435d-9038-17eecb87d229_20250625T19:40_UTC.wav
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[AGENT][NEUTRAL] APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Hey, I just really got a question. I was, all my stepdad, he passed away. We, I done sent, sent the death certificate. He had cancer and I've got all my medical records and stuff, and I, I filled out a claim form and we was about to mail this stuff off and then I looked cause they've had this insurance for 20 years and this claim form was an old one that I had when my mother had cancer like 10 years ago.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So will it work or because I looked on y'all's website just a minute ago and y'all now have an updated cancer claim form, which this is a public life claim form but it's a little bit outdated, I think.
[CUSTOMER][NEGATIVE] And I was gonna mail my stuff off because I had like 30 something pages of record information from the hospital. I didn't want to do it, you know, through the website.
[AGENT][NEUTRAL] I don't know.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Yeah, um, I don't know if there's anything extra or additional on the form. Let me look here and see.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK. Ask about the patients. It asks you to sign it.
[CUSTOMER][NEUTRAL] I got my mother to sign it. She had the same insurance. They just had two separate policies, but
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I just said he was deceased and she signed for the claimant signature.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I've got
[CUSTOMER][NEUTRAL] His name, date of birth, Social Security at the top.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is the address. I put her information there under it too.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then I got like the dates he was in the hospital and everything and then after that I've got all the like pathology and itemized bills and stuff. I kinda know what you need because I went through the same stuff for her like 10 years ago.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] But I had a claim form and I filled it out and then I thought well I better look on your site and see y'all may have, and you do have an updated one from all that 10 years ago.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] It doesn't sound like though the new one is really asking for anything extra from what I can see comparing it to what you have.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I don't believe it'll be an issue because all it asks for is about the insured, the patient, and then the signature and then the supporting documentation. We just wanna make sure that you have the right mailing address though. It's not in [PII] anymore, it's in [PII].
[CUSTOMER][NEUTRAL] Right, this one's got the [PII] one on this claim form, but I've got your [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I've got the [PII] zip code.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I would have printed the new one out, but I used all my paper, every bit of it up printing copies of my stuff. So I would have to go to the store and get more paper and we were about to go to the post office and mail it.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] I, yeah, I honestly think it's just fine because there's not anything really extra on there. It looks like it's just updated like fancier, so don't worry about it. Send what you have as long as you are putting it to the [PII] address, it should be fine.
[CUSTOMER][NEUTRAL] OK, and I'm gonna put a attention claims department on the envelope also.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right. Well, thank you.
[AGENT][NEUTRAL] You're welcome. Anything else?
[CUSTOMER][NEUTRAL] No that's all.
[AGENT][POSITIVE] All right. You have a nice rest of your day.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Uh bye-bye.