AccountId: 011433970860
ContactId: ab56ab41-abd3-4ec3-8880-686ea85fb1cc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1004700 ms
Total Talk Time (AGENT): 440260 ms
Total Talk Time (CUSTOMER): 525650 ms
Interruptions: 9
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/ab56ab41-abd3-4ec3-8880-686ea85fb1cc_20250606T18:04_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi there. I'm calling for my cousin. I'm on her account phone. Uh, she got a letter today and here's my text. I'm good, she has no voice. So she cannot call you and that drives her slap crazy. OK, here's what her message to me is to call you and ask you.
[CUSTOMER][NEUTRAL] OK, she says, I got a letter today. When you call them and ask them what do they pay on, I have lung cancer and throat cancer. Do they pay on radiation and chemo? And it says extension is 467 and policy number is 456-444.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, OK, so [PII] is the insured, is that correct?
[CUSTOMER][POSITIVE] Yeah, that is correct. And it originally bought it, it was under [PII], but she's had this interest for a very long time.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And you said that you're her cousin. Is that correct?
[CUSTOMER][NEUTRAL] I am and I, um, my name is on there because her, she has my voice.
[AGENT][NEUTRAL] OK, so who am I speaking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm so sorry. Did you say [PII]?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] [PII], uh-huh, and I faxed you a pile of stuff up 2 or 3 weeks ago, pathology reports and all, biopsy reports and stuff like that.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] OK, Ms. [PII]. So let's, let's just wait just a minute, we'll get to all of that. So first off, uh, how do you spell your [PII]?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, thank you. And is [PII] EW or UA?
[CUSTOMER][NEUTRAL] It's AW.
[AGENT][POSITIVE] OK, thank you. And what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Alright, so give me just a moment to get Ms. [PII]'s information pulled up. So you're trying to check claim status for her, is that correct?
[CUSTOMER][NEUTRAL] Yeah, it is, and also she wants to know she cannot find her book and she wants to know what they, you know.
[AGENT][NEUTRAL] All right then.
[CUSTOMER][NEUTRAL] Uh, and I tell, I can't believe you lost that book.
[CUSTOMER][NEUTRAL] Cause when I called him a few months ago, they said they don't have books to send out him. I said, what in the world?
[AGENT][NEUTRAL] OK, Mr.
[CUSTOMER][NEUTRAL] To show what they pay on each thing, you know, you used to look up annual fees and all that stuff.
[AGENT][NEUTRAL] Mhm. Her policy certificate. Right, right. OK. So give me just a moment to get this pulled up.
[AGENT][NEUTRAL] OK, so first off what I'm going to need to do is to verify the information on file with you [PII] and then um I will look at some additional information to see if we've received that authorization on files to speak to you and then we'll go from there, OK? So first off, if you could please verify this. [PII]'s date of birth.
[CUSTOMER][NEUTRAL] Uh-huh. Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[AGENT][NEUTRAL] Thank you and her home mailing address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you and her phone number that we would have on file?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and then her email address please.
[CUSTOMER][NEUTRAL] I don't know, it's myself.
[AGENT][NEUTRAL] If you know that
[AGENT][NEUTRAL] OK. If you don't know it.
[CUSTOMER][NEUTRAL] And it's something.
[AGENT][NEUTRAL] If you don't know that, you don't actually have to verify that part. So give.
[CUSTOMER][NEUTRAL] I got, I got.
[AGENT][NEUTRAL] OK, so give me just one moment. I need to read a few notes, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so [PII], I see that over, well, actually on yesterday.
[AGENT][NEUTRAL] We received a call um requesting that we mail the third party authorization form to the insured to complete.
[CUSTOMER][NEUTRAL] From
[AGENT][NEUTRAL] So that was done yesterday, but at this time, you are not listed.
[CUSTOMER][NEUTRAL] So that's for [PII]. That's to put [PII] on it. I've, I've been on it since we had cancer 11 years ago.
[AGENT][NEUTRAL] And we
[AGENT][NEUTRAL] Mm. Now, that, that would only be good. Your name is not listed on here.
[AGENT][NEUTRAL] Give me just
[CUSTOMER][NEUTRAL] Uh, I've always talked to you.
[AGENT][NEUTRAL] Right, and
[CUSTOMER][NEUTRAL] But yeah, [PII] called yesterday. That was her sister.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so yes, ma'am, as of right now, there's nothing on record. I mean, I can see where you've called in.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] Which
[CUSTOMER][NEUTRAL] If you look and I think they almost paperwork they sent, they did send something and it probably was sent back too when I faxed that stuff back in.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And I would have, I sent all those passes in.
[AGENT][NEUTRAL] So I see where it was, you know, we, mhm.
[CUSTOMER][NEGATIVE] And don't ask me why she won't let [PII] do it. [PII]'s called out to because he won't ask questions, that's why, her husband.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You know, a lot of men are like that.
[CUSTOMER][NEGATIVE] She does not, and like I said, I'm sure she's pretty angry that it's been faxed in for a while and then she's not received anything.
[AGENT][NEUTRAL] OK, so unfortunately, I'm so sorry, but you're, you are not listed as showing us that we have received a third party authorization form authorizing us to speak to you.
[CUSTOMER][NEGATIVE] She's gonna be really angry about that.
[AGENT][POSITIVE] I'm so sorry to hear [PII]hat. Now, now the email address that we have on file.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] I don't know. I mean, we weren't able to verify that. Do you have her email saved somewhere that you could verify if this is correct?
[CUSTOMER][NEUTRAL] I, I can call my son who set it up and he'll tell me what it is. It's, it's [PII] at something, I don't know.
[AGENT][NEUTRAL] OK, because what I could do.
[AGENT][NEUTRAL] Because what I can do, and give me a minute cause I'm still looking through these notes, but I have looked through a lot of them and I don't.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] I see that we've sent several of those authorization forms to be completed to different at different times, but I don't show that we've ever received any of them back.
[CUSTOMER][NEUTRAL] The whole ad or not, yes.
[CUSTOMER][NEUTRAL] Well, I think when they put me on the talk is we were sitting side by side and her voice is like, were you really, yeah, and that's when they, she authorized it, you know, authorized that not long ago, didn't they? Yeah. Mhm.
[AGENT][NEUTRAL] Yeah, oh
[AGENT][NEUTRAL] OK, so,
[AGENT][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] Now, uh let me just explain that to you, um, [PII]. A verbal authorization.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's for that phone call only. It's a one-time thing. So for a verbal authorization, she would have to provide that every time for us to, that's why.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'll tell her
[CUSTOMER][POSITIVE] We, I'm not disappointed at all.
[AGENT][NEUTRAL] Forms
[CUSTOMER][NEGATIVE] They did send that form and I don't remember if I filled it out. I'm sure I did when I when I faxed in one of those forms should have been with those facts of those 15 pages.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] If it came in with that paperwork, I would have sent it back, but I don't know if I did though. I really don't know if I did it.
[AGENT][NEUTRAL] Yeah, let me, I'm continuing to look at just a few more things to make sure.
[CUSTOMER][NEUTRAL] It would have went in that day that those facts went in if I did it because I remember y'all mail one out and it's about 1 month ago, maybe 6 weeks ago.
[CUSTOMER][NEGATIVE] Too hard.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] Mhm. And I just don't see that that was returned. Now, what I can do is I'll be happy to email.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Another one of those third party authorization forms to the email that we have on file?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, that'll be fine.
[AGENT][NEUTRAL] Um, so give me a moment to get that information pulled up.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that can be completed. It can be emailed back to the same email address that it will come from, which will be [PII].
[CUSTOMER][NEUTRAL] Right. I hope she knows how to email. I don't, but my son did set her up an email.
[AGENT][NEUTRAL] OK. Does, um, let's see.
[CUSTOMER][NEUTRAL] But see, I don't understand. I know that she did try to, uh, she text me something about, they said they didn't, I send her something about what I sent in was the pathology reports from the biopsies. Yeah, that's what I had said you needed.
[CUSTOMER][NEGATIVE] And then I think when she was texting me yesterday for that you said don't, they didn't pay off a biopsies or something. I don't know. It's the craziest thing I ever heard.
[AGENT][NEUTRAL] And I
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I can't, I can't disclose any of that to you. I'm sorry about a claim.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah, I I, I, I'm the one who, I have all, believe it or not, I have them, but you know what I did. I took, it makes more sense. I said let [PII], her older sister, but her older sister, poor thing, she's, she doesn't even drive. My sister took her to get a mammogram today. All right, so I'm sort of their sister and I'm the one who usually hauls them around everywhere and does all this crap for them, but her husband retired because she's sick again.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][MIXED] And so it makes so much sense for him to do it, but she says he does not take care of it right. [PII] is just one that he's not gonna harass people.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Be glad her boy is gone because she would be on that phone with y'all about 5 times a day. mm mm mm.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] So anyway, but you did talk to, it was [PII] that called yesterday and I told [PII] said, yes, [PII], get that thing cause I work, and it makes it hard on me, you know.
[AGENT][NEUTRAL] Right. It is because it's a very
[CUSTOMER][NEUTRAL] And so [PII] does not.
[AGENT][NEUTRAL] It's a very, you know, there's a lot to it.
[CUSTOMER][NEGATIVE] They send the email her cause she's gonna say [PII]'s an idiot. She can't do it. You gotta be on, oh my God, I don't, I don't wanna be involved.
[CUSTOMER][NEUTRAL] Oh well, OK, yeah, you send the email at least I have, I can text you about that.
[AGENT][NEUTRAL] OK, so, well, just give me just a, yeah. All right, give me one second. Let me do that while I'm on the phone with you. Um, Ms. [PII] said that I don't get another call, you know, to prevent me from being able to get this sent. So one second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh [PII].
[AGENT][NEUTRAL] And I'm also gonna
[CUSTOMER][NEUTRAL] Cause I'm gonna text you back.
[AGENT][NEUTRAL] Yeah and I'm also gonna include in this email our portal user guide so that if there's someone that is you know can set up an online her online profile then she could log in to see everything online as well.
[AGENT][NEUTRAL] Or whoever she said she's that.
[CUSTOMER][NEUTRAL] Right. You mean as it pays or whatever, and I said,
[AGENT][NEUTRAL] Yeah, like uh it's our secured portal so I'm just gonna go ahead and include that.
[CUSTOMER][NEUTRAL] That's OK. OK.
[AGENT][NEUTRAL] Um, so just a moment.
[CUSTOMER][NEUTRAL] My son will have to do that. Her [PII] how to do that stuff.
[CUSTOMER][NEUTRAL] Lord.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But it'd be good if she could follow it since she has my voice anymore, she's got cancer in her voice.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, my voice is not there and
[AGENT][NEUTRAL] Right. So if, yeah, so if, you know, if she has the ability to set the profile up, that would make it a lot easier for her to be able to check.
[AGENT][NEUTRAL] On claims or
[CUSTOMER][NEUTRAL] And I don't know why on email, she had to just, if she know how to email, she could email y'all questions and y'all can email her back.
[AGENT][NEUTRAL] That's correct. We can, we can email like that. We just can't accept claims information via email due to security.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Why?
[CUSTOMER][POSITIVE] Yeah, we fax that yes.
[AGENT][NEUTRAL] Alright, so bear with me just a moment. Give me just a second. I'm still trying to work on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And one thing she did ask me yesterday, on the form, the claim form, on mileage, she said, she texted me, she said, how do they expect I can't put all the mileage on that little bitty blanks. Do you, will they take it if I add, add a piece of paper? I said, oh, I'm sure they would. So that is OK to add a piece of paper to that in it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm. Yes, ma'am. She could do that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Why would she find a freaking book, that drives me crazy. At least you know what, have the stuff to throw away and what not to send.
[AGENT][NEUTRAL] And they can also request that I just can't put that in until someone that she has authorization to until we can get those forms back we just cannot do that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Oh, you mean I books?
[AGENT][NEUTRAL] Yeah, like her policy certificate. Mhm, yes.
[CUSTOMER][NEUTRAL] Yeah, and it is a book that lets ambulance and this and that like the old book was.
[AGENT][NEUTRAL] It would give her benefits. Mhm.
[CUSTOMER][NEUTRAL] OK. All right. Well, I'll get that sent in too.
[CUSTOMER][NEUTRAL] Because I think I found a place online where it said to fax a request to this or something for a new book or something.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so I have just sent that email, [PII] to the email address that's on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm fixing text on what you told me, so there you go, you're gonna flip.
[AGENT][NEUTRAL] So, uh, well, I'm so sorry, but for security purposes and legally we can't, you know, with all the HIPAA laws and I do know that she has a lot going on and, you know, I, I understand that I'll be thinking about her and praying about her and it's
[CUSTOMER][POSITIVE] Oh well, it'll be OK. No, no, no, it's OK. Yeah, I, I, I'm good.
[CUSTOMER][POSITIVE] I'm so good.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] And [PII] is sitting right there beside her watching Westerns. And, and I, and she needs to let him do it because she's right, he's right there and she can go there or whatever she can do. And so that's what needs to happen and he is there, he retired to take care of her.
[AGENT][NEUTRAL] And he's
[AGENT][NEUTRAL] Ah.
[CUSTOMER][NEUTRAL] You know, before I was able to, but now I'm working in the daytime, used to work nights so, and I, I had to drive around in the daytime. And now I work days.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So he had to do this, so yes yes.
[AGENT][NEUTRAL] Uh,
[AGENT][POSITIVE] Oh, I'm just so sorry, but.
[CUSTOMER][MIXED] OK. Well, I appreciate you so much. Yeah, it is a sad. You had a real bad 11 years ago, but this is a new one, all new.
[AGENT][NEUTRAL] Well, you're welcome, [PII]. It's
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And the cancers in two places and it's different cancers.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] That's crazy. They have, they, she will not do the surgery. They're gonna do start, they did the mold for the radiation yesterday, so she'll start uh start chemo radiation. They've already done uh radiation on her lungs started. Now they gotta do it on her voice box, which is the worst place.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] So I don't know. It's so bad. OK.
[CUSTOMER][POSITIVE] Well, I appreciate it so much.
[AGENT][NEUTRAL] Well, you're certainly welcome, [PII]. Is there anything else I can try and help you with or answer for you at the moment? I am very limited as to what I could do.
[CUSTOMER][NEGATIVE] Not a thing. Save my poor son cause she'll be texting him when she gets your email.
[AGENT][NEUTRAL] Well, he should be receiving that um for that or that email that's on file and it did.
[CUSTOMER][NEUTRAL] We'll get to.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Don't have to drive up there and do the email thing. Mm mm mm.
[AGENT][NEUTRAL] Well,
[CUSTOMER][POSITIVE] OK. I appreciate it so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APO Miss [PII], and I hope you have a wonderful weekend.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, you too. You too. Bye-bye.
[AGENT][NEUTRAL] All right. Bye bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me tell you, I don't.