AccountId: 011433970860
ContactId: a4253acf-7230-4ea3-86bb-d3d9b34e27c4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 811859 ms
Total Talk Time (AGENT): 497920 ms
Total Talk Time (CUSTOMER): 221691 ms
Interruptions: 2
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/a4253acf-7230-4ea3-86bb-d3d9b34e27c4_20250625T15:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hello, good morning. How are you doing?
[AGENT][POSITIVE] I am doing well how are you?
[CUSTOMER][NEUTRAL] I'm doing fine.
[CUSTOMER][NEUTRAL] Hello? Can you hear me?
[AGENT][POSITIVE] How can we help you today?
[CUSTOMER][NEUTRAL] OK, yes ma'am. I'm calling for two reasons. Um, the first one is I need someone to fax, um, send me some papers either through the mail or through my email, um, cause I had cancer and I just recently beat it in April, at the end of April, and I need to get it covered.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know if y'all gonna, I don't know. I think, OK.
[AGENT][NEUTRAL] No, no, no, go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] Is, is it too late for me to try to claim on it or anything?
[AGENT][NEUTRAL] No, as long as your policy was active, uh, during that time you there's no timely filing limit, so yeah, you can absolutely still file those claims, um, so I can go ahead and get that policy pulled up, definitely, um, what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] OK, I need to say
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] A.
[AGENT][NEUTRAL] Thank you and then your last name please?
[CUSTOMER][NEUTRAL] [PII] or
[CUSTOMER][NEUTRAL] [PII] S.
[AGENT][POSITIVE] Got it thank you. And then, uh, try to just in case we get disconnected, can I get a good call back number from you?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Awesome, thank you. Do you have that policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, I do not.
[AGENT][NEUTRAL] Um, that's OK. I can start using your social.
[CUSTOMER][NEUTRAL] OK, my social is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me look on my check stub and see if it's on here.
[AGENT][NEUTRAL] There we are, OK, I do believe I found you um just gonna verify some information really quick can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect. The last thing I need is the email address that we've got on file for you. uh, looks like it is a [PII].
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][POSITIVE] Perfect thank you so much for verifying all of that, [PII]. OK, so yes, I am showing we have not received any claim information from you, um, so the
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] First thing we would need is going to be that original pathology report. So, uh, that first diagnosis of um cancer.
[CUSTOMER][NEUTRAL] It was [PII].
[AGENT][NEUTRAL] OK, so we would need that information if you could contact that um provider wherever it was that you received that treatment uh you can get that information, send it to us, bear with me just a moment I'm getting your policy pulled up so we can go over those exact benefits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then as far as getting that I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] I asked you, hold on just one sec.
[CUSTOMER][NEUTRAL] I think I have the paperwork, the paperwork. Yes, yes, ma'am, I do. I have the paperwork.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Awesome OK.
[CUSTOMER][NEUTRAL] But I actually, OK, so.
[CUSTOMER][NEUTRAL] So I actually switched providers, um, I mean not providers, I actually switched doctors. I went, I went to, um, [PII] at first and then I switched over um to [PII].
[AGENT][NEUTRAL] Sure, yeah, that's perfectly fine. Um, that's just the first thing that we would need. So wherever you were, when they did that, um, you know, if they did a biopsy or anything like that, that showed that initial diagnostic, that positive diagnosis of cancer, that's what we would need first and foremost.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then um I can.
[CUSTOMER][NEUTRAL] So I have that.
[AGENT][NEUTRAL] You do have that awesome OK so now no you're fine um just gonna go over how you can file claims with us. Do you have access to a desktop or laptop computer?
[CUSTOMER][NEUTRAL] OK, I'm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, yes, I do like to, um, print out stuff.
[AGENT][POSITIVE] Awesome.
[AGENT][POSITIVE] Say it again, I'm so sorry.
[CUSTOMER][NEUTRAL] So I can print out the papers and stuff?
[AGENT][NEUTRAL] Um, actually, so as long as you have a desktop or a laptop that you can use, um, I will say our online portal is going to be the quickest and easiest way to get claim information to us. Um, you can just simply upload that information it gets to us almost immediately, uh, and then from there it can take about 7 to 10 business days for it to process, otherwise you, um, we have a mailing address and a fax number if you have access to a fax machine.
[AGENT][POSITIVE] But if you're comfortable using our online portal that's going to be the quickest and easiest way.
[CUSTOMER][NEUTRAL] OK, um, give me your, can I get your fax number as well, um.
[AGENT][POSITIVE] Oh yeah, definitely. Definitely.
[CUSTOMER][POSITIVE] Cause I'm, I'm gonna try to use the portal, I'm gonna use the fax, and I'm also, um, I'm gonna send everything in. I'm, I'm, if, if I have to do it all three ways so I can make sure it gets there, then I'll do it.
[AGENT][POSITIVE] You are just like me, um, that's, I like having multiple options. Give me all the options, you know, worst case scenario we get all of them and you know it's uh some of them are just register as a duplicate so yeah that's perfect. So let me know when you're ready and I'll give you all that information.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, I'm ready for the fax number.
[AGENT][NEUTRAL] OK, that fax number is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty and then I get uh that mailing address?
[CUSTOMER][NEUTRAL] OK, now I need the
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, that is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh, no, it's [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] I could put [PII], right?
[AGENT][NEUTRAL] Oh, you just put [PII] should be fine. [PII] OK.
[CUSTOMER][NEUTRAL] OK. I see, OK.
[AGENT][NEUTRAL] Yeah and then that zip code is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] you're fine.
[CUSTOMER][NEUTRAL] Hold on, hold on, you went.
[AGENT][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] OK, I'm
[CUSTOMER][NEUTRAL] I got [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, so I send it to [PII], what?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I got you.
[AGENT][NEUTRAL] Yes ma'am and then I've got that web address as well I can go ahead and give you for our online portal if you don't have that already.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I don't have that. What is it?
[AGENT][NEUTRAL] OK, so it's the word secured with an ED.
[CUSTOMER][NEUTRAL] The cur with a C. It starts with a C or S?
[AGENT][NEUTRAL] Uh, with an ED, so [PII] D.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, OK, so when you go to that website, um, you would of course create your account uh using all of the information we just verified so including that same Yahoo account from there you'll see an option where you can file claim information.
[CUSTOMER][POSITIVE] OK, I got you.
[AGENT][NEUTRAL] Um, it will should automatically give you the correct claim form, which is going to be of course the cancer claim form if you'd like though, if especially if you're planning on uh faxing and mailing as well, I can go ahead and email you a copy of that claim form as well. Did you want me to go ahead and send that to you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes, ma'am. That, that'll work just fine.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Awesome and uh do you want me to just send it to this [PII] account?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Got it. OK, I'll go ahead and send that as well, um, and then whenever you are ready, uh, I can let you know all the information we need for the, um, I imagine you received, uh, like chemo radiation.
[AGENT][NEUTRAL] Anything like that?
[CUSTOMER][NEGATIVE] Oh, I didn't, I didn't receive radiation. I just received chemo.
[AGENT][NEUTRAL] It was chemo though, OK, OK, so.
[AGENT][NEUTRAL] I'm not sure if you're writing any of this down but of course the, uh, like I said, first thing we need before anything else would be that original pathology report.
[CUSTOMER][NEUTRAL] Yeah, from there that it can be from either [PII] or [PII], right?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh yeah, wherever that was.
[CUSTOMER][NEUTRAL] You know what, I'm just gonna say.
[AGENT][POSITIVE] That's yeah I mean you, that is perfectly fine um and again I'm glad that you're on the same page as me uh there's I always say it's better to have too much than not enough because again the worst case scenario we say you know it's a duplicate or something but best case you know you don't have to keep resending information that's missing so alrighty.
[CUSTOMER][NEUTRAL] I'm just gonna send both of them.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, so after we've received that, then you can start of course filing claims for anything other kinds of treatments that you've been receiving across the board for anything, uh any kind of treatment you received, we would need the itemized statement.
[AGENT][NEUTRAL] That shows diagnosis and procedure codes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, OK, but I had to stay in the hospital one night as well.
[AGENT][NEUTRAL] That's, yes. And so this would be anywhere that you received treatment, any kind of treatment relating to the, your cancer, um, you know, you can contact them, ask them for those itemized statements, um, that shows any diagnosis and procedure codes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the only, only thing we would need in addition to that would be for uh your chemotherapy um treatment that you received, we would also need the explanation of benefits from your primary insurance.
[CUSTOMER][POSITIVE] OK, I got you.
[AGENT][NEUTRAL] And you're, uh, again, where, wherever you went for treatment, they will have that information so it shouldn't be necessary to reach out to your primary. They should have that. It's just showing us what if anything was contributed to that treatment.
[CUSTOMER][NEUTRAL] OK, so from
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I got you. So what about my hospital stay? So can I fill out a form for the hospital as well with you guys?
[AGENT][NEUTRAL] And, yes, ma'am. And
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] Oh yeah, absolutely. I get anything pertaining to this treatment, definitely.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] I got you.
[AGENT][POSITIVE] Yes, ma'am. And then, of course, I'm glad you do have a copy of your policy, you said?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Awesome. OK, OK.
[CUSTOMER][NEUTRAL] The policy from when I diagnosed, right?
[AGENT][NEUTRAL] Uh, your, your cancer policy that just shows all of the, um, covered, uh, benefits and amounts and such.
[CUSTOMER][NEUTRAL] No, I don't have a I don't have a copy of that.
[AGENT][NEUTRAL] Oh OK well I can send that to you as well then if you'd like.
[CUSTOMER][NEUTRAL] Yes, please send it to ASAP.
[AGENT][NEUTRAL] Yes ma'am, OK, and um I can email that to you. Would you prefer an email?
[CUSTOMER][POSITIVE] Yes ma'am. Email will work just fine. I can just um save it to my phone and stuff.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Absolutely um and I I will say it's gonna be quite long it's about 55 pages, but there's going to be one section that's just called the schedule of benefits that's going to be your best friend. It just clearly lists all of the covered benefits, uh, dollar amounts, frequencies, the rest of the.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Policy is going to be more uh definitions you know so it's what would be considered hormone therapy you know kind of thing and you can go back and refer to that and then of course uh if you have any questions at all uh because trust me it is very confusing def give us a call right back and uh we'll do what we can to help alleviate any sort of confusion.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you will be getting 2 emails from me, um, the first one will have that claim form and then the second one will have your policy certificate.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, did you have any other questions for me at the moment? I know that was information overload.
[CUSTOMER][POSITIVE] No, ma'am. I have everything I need.
[AGENT][POSITIVE] Awesome. Alright, well I appreciate you giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] All right bye bye.
[CUSTOMER][NEUTRAL] Look at her