AccountId: 011433970860
ContactId: aae87b57-6e42-45b1-95ff-12373418bd62
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 416679 ms
Total Talk Time (AGENT): 175062 ms
Total Talk Time (CUSTOMER): 162010 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/aae87b57-6e42-45b1-95ff-12373418bd62_20250121T19:33_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling Eels [PII]. How can I help you?
[CUSTOMER][POSITIVE] Yes ma'am, I was hoping um could someone, uh, give me a little assistance on filling out a form here.
[AGENT][POSITIVE] Yes, I can help you with that. Can I get a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] OK [PII].
[AGENT][NEUTRAL] Your policy number?
[CUSTOMER][NEUTRAL] Oh, I don't have that. My wife is the one that's insured. I'm
[CUSTOMER][NEUTRAL] I'm just trying to fill out a form to get uh reimbursed for uh some blood test.
[AGENT][NEUTRAL] OK, can I get her
[CUSTOMER][NEUTRAL] Or get a payment on it. It's a, it's a cancer policy we have and.
[CUSTOMER][NEUTRAL] Uh, I'm just wanting to fill out this form to uh.
[CUSTOMER][NEUTRAL] And then my paperwork.
[AGENT][NEUTRAL] OK, um, what's the last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] The first name.
[CUSTOMER][NEUTRAL] Well, her first name is [PII].
[CUSTOMER][NEUTRAL] She she was the employee.
[AGENT][NEUTRAL] And what's your first name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Can you verify your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, Mr. [PII], thank you for that. And you said you needing help filling out a form?
[CUSTOMER][NEGATIVE] Yeah, she's she's always done this and now I'm doing it and uh there's just some questions on here I'm not sure how to answer them.
[CUSTOMER][POSITIVE] Like the part about being employed.
[CUSTOMER][NEUTRAL] Well, I'm like part time employed is that do you want that or?
[AGENT][NEUTRAL] What is, what's the name of the form that you're filling out?
[CUSTOMER][NEUTRAL] Uh, it just says American Public Life Insurance Company at the top.
[AGENT][NEUTRAL] OK, and you're trying to get reimbursed for, you said some blood work?
[CUSTOMER][NEUTRAL] Yeah, we've always uh had prostate cancer, and they told me if I get a PSA test every once a year, they would
[CUSTOMER][NEUTRAL] Pay a little bit just to get a blood test.
[AGENT][NEUTRAL] OK. OK, so you get, you're trying to get reimbursed for your preventative benefit.
[CUSTOMER][NEGATIVE] Yeah, it's really not reimbursement, it's just a, it's a payment that's made simply because I had cancer.
[AGENT][NEUTRAL] OK, but I'm saying, so did you specifically have a, a PSA test done? Because it looks like the last time you had one, so you have one done in 23 and 24?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I did, yes.
[AGENT][NEUTRAL] OK, so, uh,
[AGENT][NEUTRAL] I'm just trying to make sure you have the right form, so let me, hold on one second.
[CUSTOMER][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] Did you download it from the website or is this the one you have?
[CUSTOMER][NEUTRAL] Uh, I honestly don't know where she got it. I think she retired and she just grabbed a handful of them.
[CUSTOMER][NEUTRAL] It says um
[CUSTOMER][NEUTRAL] Complete this for all claims.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So, on that page, like on the front page, does it show like other errors to check off what type of test you had done?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] No, no, it just says uh.
[CUSTOMER][NEUTRAL] If it's claimed to cancer, you wanna know what.
[CUSTOMER][NEUTRAL] Uh, it says illness and nature of illness.
[AGENT][NEUTRAL] OK, so let me, let me see what was previously submitted to see if it's the same form and.
[CUSTOMER][NEUTRAL] And uh
[AGENT][NEUTRAL] I can kind of go from there. Let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so,
[AGENT][NEUTRAL] So at the top it says claimant statement.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so what you would do, you fill out the um that top part, so you would put her name because she's a policy holder and then um you would put, there's a section where it says claim is on, so you would put your name as the dependent name and so you don't have to worry about the.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] You would just put her employer and then you would check the box.
[CUSTOMER][NEUTRAL] Uh-huh. Well,
[AGENT][NEUTRAL] So if
[CUSTOMER][NEUTRAL] OK, so when it
[AGENT][NEUTRAL] So when it gets to asking about your.
[CUSTOMER][NEUTRAL] It it is dependent employed.
[AGENT][NEUTRAL] So you can just check, I mean, yes, you can put part, it's not gonna make a difference to just ask for information, but I mean you can leave that blank if you want, um, and then.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and then where it says nature of illness, you just put pros prostate cancer screening.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you just answer the other questions that are on there, um.
[AGENT][NEUTRAL] It looks like normally, um.
[AGENT][NEUTRAL] When they would be sent in, it would show you would send in also the copy of the when you had the test done.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, I've got some paperwork to go with it. Um, I'm just talking about the form itself was a little confusing because she's always done it now I'm doing it, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, um, like I'm just looking at one from last time and that's all you have to fill out. You don't have to, I mean, like I said, if you're employed or not, it's not gonna make a difference. We just, they just ask for that information on this form.
[CUSTOMER][NEUTRAL] Um, but, uh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so you don't need like all these doctors. Is this all doctors have been seen for this condition?
[AGENT][NEUTRAL] No, because I mean, since you're just filing, since you're just filing for the, your yearly benefit, you don't have to. The only time you have to fill out all the information is like if you were hospitalized or if you had er anything like that, but since it's just for this one, this yearly, then you wouldn't have to.
[CUSTOMER][NEUTRAL] You you'll need that? OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Worry about that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So you don't need the date of illness and.
[CUSTOMER][NEUTRAL] All that business, OK.
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Well, I think I may have already got it filled out then, OK.
[CUSTOMER][POSITIVE] Well, I appreciate your help.
[AGENT][NEUTRAL] Alright, mister, uh, no problem. Let me go ahead and give you the policy number and you can put that on there.
[CUSTOMER][NEUTRAL] Uh, OK, I'm, I'm sure she has it, but you can, you can go ahead and give it to me.
[AGENT][NEUTRAL] OK, it's 976.
[AGENT][NEUTRAL] 75.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, well, I'll get her social security number when I get home, so.
[CUSTOMER][NEUTRAL] OK, that's all I needed.
[AGENT][NEUTRAL] Uh, no problem, Mr. [PII]. Was there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] Well, not right now anyway, I think you, I've covered it.
[AGENT][POSITIVE] All right, well, no problem. Well, thanks for calling A. You have a wonderful day.
[CUSTOMER][POSITIVE] Well thank you for your help I appreciate it. OK, bye bye.
[AGENT][NEUTRAL] Uh-huh, no problem, bye.