AccountId: 011433970860
ContactId: aa93bb55-9358-4b2e-b7b7-1624919ebe1c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 522597 ms
Total Talk Time (AGENT): 208443 ms
Total Talk Time (CUSTOMER): 245049 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/aa93bb55-9358-4b2e-b7b7-1624919ebe1c_20250403T19:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] How you doing, [PII]?
[AGENT][NEUTRAL] I'm doing.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] This is uh [PII].
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] What I'm trying to figure out.
[CUSTOMER][NEUTRAL] You know, cause I have a cancel policy.
[CUSTOMER][NEUTRAL] And I filed last year on it.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Because I have a esophagus cancer.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, he plastic.
[AGENT][POSITIVE] Oh bless your heart, you've been through it.
[CUSTOMER][NEUTRAL] So, I'm just trying to see, can I file again.
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][NEGATIVE] Because I filed with one and then it's a different type of cancer that I have now.
[AGENT][NEUTRAL] Yes, sir. You can file.
[CUSTOMER][POSITIVE] And y'all are assisting y'all, yeah, y'all assisting me with my office.
[AGENT][NEUTRAL] Yes, sir. Um, Mr. [PII], can I please get your policy number so I can pull in your policy.
[CUSTOMER][NEUTRAL] 724.
[CUSTOMER][NEUTRAL] 828
[AGENT][NEUTRAL] OK, let me look that up
[AGENT][NEUTRAL] OK. And can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. And then I'm also going to need for you to verify your address, phone number, and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] Uh, my phone number?
[AGENT][NEUTRAL] Yes, sir. And your address and email.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] My birthday is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I think that the best email would be because I have 2 emails.
[CUSTOMER][NEUTRAL] So I think it would be. [PII].
[CUSTOMER][NEUTRAL] The number 1 [PII].
[AGENT][NEUTRAL] Thank you, sir. And then one last verification, can you give me your street address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And if we get disconnected, can I call you back on the number that you've given to me?
[CUSTOMER][NEGATIVE] Yeah, yeah, because I, I got a call back a while ago and, and hung up on me.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh bless your heart. OK will personally call you if we hang up.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK, alright, so on this policy it's still active so you can file a claim are you signed up in the online service center do online?
[CUSTOMER][NEUTRAL] I'm looking.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I'm looking at it.
[AGENT][NEUTRAL] To file the claim through the.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 4
[AGENT][NEUTRAL] Are you there, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am, I know how to upload and this and that. I was trying to see was I eligible with this other type of cancer.
[AGENT][NEUTRAL] Yes sir we're gonna need um you're gonna need to send in the pathology report for this new cancer.
[AGENT][NEUTRAL] From your doctor.
[CUSTOMER][NEUTRAL] Pathology.
[AGENT][NEUTRAL] Yes, the pathology report for the new cancer.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And on that online service center when you get up when you go to claims and forms and you choose the cancer form there's a list of things that you'll need to send.
[CUSTOMER][POSITIVE] Good
[AGENT][NEUTRAL] But that pathology report is very important because that is what is telling us that yes, you've been diagnosed with cancer.
[CUSTOMER][NEUTRAL] OK, OK, yeah, oh, so I, I know I need.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] See, I've had 2, I had 2 PET scans. I've had uh.
[CUSTOMER][NEUTRAL] Not, not 11 PET scan, PT scan, pet scan.
[CUSTOMER][NEUTRAL] All right, biopsy.
[AGENT][NEUTRAL] Yes, sir. I can hear you.
[CUSTOMER][NEUTRAL] I mean, all that, yeah.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I had all that that it is cancer, you, you know what I'm saying, so it's definitely.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] But I was just trying to and I, what I might have to do tomorrow is ask my, ask my uh oncology.
[CUSTOMER][NEUTRAL] For the uh pathology report, right?
[AGENT][NEUTRAL] Yes sir, yes sir and that list of um documents that you need is on that cancer claim form it's a good little cheat sheet so you can refer back to it if you need to.
[CUSTOMER][NEUTRAL] OK, OK, OK, cause I'm just trying to remember how to do it.
[CUSTOMER][NEUTRAL] I, I know, uh, what I did have to do, I had to have with the bill, they had to be, uh, what you call them bill when they be uh.
[AGENT][NEUTRAL] The automatic statement.
[CUSTOMER][NEUTRAL] Out of my itemized bill. So if I do I need to send an itemized bill or my uh.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] When I went to the emergency room because I went twice.
[CUSTOMER][NEGATIVE] Oh, that won't mean anything, but now I won't send them in.
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] Yes sir, you can send them in um you'll need your itemized statement um.
[AGENT][NEUTRAL] You'll need your
[AGENT][NEUTRAL] Your pathology report needs to have your initial diagnosis of cancer, your new diagnosis of cancer, and any surgeries, including biopsies, you'll need to send that information in, um, your itemized bill from each medical provider, every person you've seen.
[AGENT][NEUTRAL] If you have
[CUSTOMER][NEUTRAL] I need an animal
[AGENT][NEUTRAL] Iomized statement. Yeah, itemized statement from each medical provider.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, I thought you said video.
[AGENT][NEUTRAL] And if you've had
[AGENT][NEUTRAL] If you have any other insurance, we'll need the explanation of benefits from your other medical carrier.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So my EBO.
[AGENT][NEUTRAL] Yes, your EOB and then, um, right. And if you've had to travel going back and forth for more than 50 miles, you can um file your travel and lodging expenses too. You just need your receipts for those.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, OK, I was just trying to, I was just trying to see because it's a different, like there's a different type of cancer and then I, I, I.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Mhm, yeah, and uh I, I, I get the ball rolling so I need 500.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I know I don't uh I don't what you call it? I don't.
[AGENT][NEUTRAL] Statement or it can be an itemized medical bill either way, it's the same thing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, and I didn't need my EOB and this, and so what I do, I go to like
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Upload files.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] And find those in the blow file.
[AGENT][NEUTRAL] Sir.
[CUSTOMER][NEUTRAL] OK, OK, I think I know what to do. If not, then I'll call back and make sure.
[AGENT][POSITIVE] Yes, yes, please call back if you get stuck or need any kind of help, OK?
[CUSTOMER][POSITIVE] OK, OK, thank you, thanks.
[AGENT][POSITIVE] You're very welcome. Is there anything else I can help you?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, no, no, no, uh, I think, uh, I'm at the point now where I kinda know where to start.
[CUSTOMER][POSITIVE] You know, to get it, get it back going and stuff. And then what I do if I need any more help, I will definitely call and make sure that.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK. Yes, sir.
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] You're very welcome. I hope you have a wonderful day, sir, and we'll be praying for you, OK?
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][POSITIVE] Alright, you take care. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Bye-bye, sir.