AccountId: 011433970860
ContactId: a3f70767-8715-47ba-be4b-26ebcd7130f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 448369 ms
Total Talk Time (AGENT): 156349 ms
Total Talk Time (CUSTOMER): 239738 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/a3f70767-8715-47ba-be4b-26ebcd7130f7_20250328T15:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]'s Chamber with the billing department. How are you?
[AGENT][POSITIVE] Good how are you?
[CUSTOMER][NEUTRAL] I'm well. I have a Miss [PII] on the phone. She just made a policy payment, but she's got some questions about uh sending in some information. It's a cancer policy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, um, I told her I would get her up too so she wouldn't have to call back.
[AGENT][NEUTRAL] OK, sure. Yeah, do you have?
[CUSTOMER][NEUTRAL] So the policy number is 768.
[CUSTOMER][NEUTRAL] 331
[AGENT][NEUTRAL] And have you verified her information?
[CUSTOMER][NEUTRAL] She has been verified. She's verified by a customer service that sent her over to me, but her callback number is [PII].
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much. I'm ready for.
[CUSTOMER][NEUTRAL] Yes, ma'am. Hold on one second.
[CUSTOMER][NEUTRAL] Hi, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I have [PII] on the line. She's gonna help you out with that information, OK?
[CUSTOMER][POSITIVE] Oh OK and thank you for your help you yes ma'am you have a great day.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Hi, Ms. [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] OK. I needed to find out, um, now, I'm still taking uh cancer treatments, um, you know, like, um, they got flush the support and all that. Uh, do I need to get all that paperwork uh together and send it in to get a reimbursement on some of that?
[CUSTOMER][NEUTRAL] They can say, well, you know, it's to my cancer treatments.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yes, let's see what we have. Do you have access to our our online portal?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] No, I'm, I'm old school. I don't, I don't have, you know, the, a computer at home. I just, you know, have my phone, so.
[AGENT][NEUTRAL] OK, no worries, yeah, that's fine. um OK, so do you have a claim form?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, probably not cause I, I didn't, uh, I'm calling, it kind of falling short on catching up on all this paperwork with the, you know, the cancer treatments and all. So that's kind of one of those things that, uh, it's just I'm overwhelmed with it as we say.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah yeah.
[AGENT][NEUTRAL] I get it. I totally understand. OK, let's see.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me pull this up.
[AGENT][NEUTRAL] So right now you're currently in treatment, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am mhm.
[AGENT][NEUTRAL] OK. Is it like ours?
[CUSTOMER][NEUTRAL] Now I'm through with my, well, I had.
[CUSTOMER][NEUTRAL] I'm through with my chemo and radiation, but they're doing, you know, monthly, uh.
[CUSTOMER][NEUTRAL] Like I'm getting B12 shots because my immune system's still weak and then they, they do the blood draw for the blood count for uh the doctor to go over to make see what you know this is going on with.
[AGENT][NEUTRAL] OK, to do like lab work and stuff.
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let's see, make sure.
[AGENT][NEUTRAL] I'm just checking your policy to see um what exactly we need.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Do you have like um itemized bills from your doctor that shows what type of treatment you're receiving?
[CUSTOMER][NEUTRAL] Oh yeah, it's a stack of them. I, I to pay for mailing them but you know I don't, I don't know what I need to do. That's where I stand.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] OK, OK, good.
[AGENT][NEUTRAL] OK, do you have?
[CUSTOMER][NEUTRAL] Cause y'all have to have that itemized, right?
[AGENT][NEUTRAL] Yeah, we, we do. We need that itemized bill, so we'll need an itemized bill because we need to see exactly what like what's been, if it's lab or injections, it, it'll need like your diagnosis and then the codes for those procedures, um.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so do you have access to a computer at all? um, because there's a claim form that you'll have to fill out.
[CUSTOMER][NEUTRAL] I'll probably find some.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, now, uh, do you, can you mail me the claim forms or how does that work?
[AGENT][POSITIVE] Absolutely, yeah, yeah, I can mail them if that's what's easiest for you, OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, it would be, it would be, yeah.
[AGENT][NEUTRAL] OK, yeah, absolutely, no problem. OK, so let me just check.
[CUSTOMER][NEUTRAL] Cause if I had to
[AGENT][NEUTRAL] Yeah, go ahead.
[CUSTOMER][NEUTRAL] Oh I was gonna say if I had to go to, you know, the copy of office to, you know, oh, that would be a lot of, of, uh, you know, to fax them, but whatever I need to do, I got it needed to, you know, get it done. I for 20, like that's all 24. I don't remember if I sent 23 in or not. I.
[AGENT][POSITIVE] I get it, totally, totally, yeah.
[CUSTOMER][NEUTRAL] I'm just, you know, so many things that I'm trying having to get done it, you know, they said, you know, the radiation and chemo was, uh, you know.
[CUSTOMER][NEUTRAL] Anyway, that was a lot of it right there so it and it goes up back.
[AGENT][NEUTRAL] Yeah, I understand.
[AGENT][NEUTRAL] Sure. OK.
[AGENT][NEUTRAL] You're at [PII], is that right?
[CUSTOMER][NEUTRAL] [PII] yes ma'am.
[AGENT][POSITIVE] OK. All right. What I'm gonna do, Ms. [PII], I'm gonna get this claim form sent to you by mail, so look out for that. Probably take a couple of working days. You should receive it sometime, uh, early next week, [PII]id next week. Look out for that, then gather all of your statements that have the itemizations and stuff and such. And then if you'll fill out that claim form, get everything attached to it, and then you can submit that and we'll get it processed through your policy.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, well, instructions will be on it, won't it?
[AGENT][NEUTRAL] Yes, it has very detailed instructions and, um, I do have to say that what we talked about today, it's not a guarantee of payment, it's just a basic outline of your policy. It's just a disclaimer I've got here. Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][POSITIVE] OK, that, that's, that's fine. I, I appreciate that and I'll try to get to work on that as soon as possible.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK. Anything else I can help with, uh, today, Ms. [PII]?
[CUSTOMER][POSITIVE] No man, I think that's got it. I just need to find out where to start, so I thank you.
[AGENT][POSITIVE] OK, we'll look out for that form and I thank you for calling APL and have a great weekend.
[CUSTOMER][NEUTRAL] And you got
[CUSTOMER][POSITIVE] OK you too thank you for your help.
[AGENT][NEUTRAL] All right, bye.
[CUSTOMER][NEUTRAL] OK bye bye.