AccountId: 011433970860
ContactId: b496f548-3a3c-4a26-8b91-74abcdc612b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 592719 ms
Total Talk Time (AGENT): 286286 ms
Total Talk Time (CUSTOMER): 299079 ms
Interruptions: 4
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/b496f548-3a3c-4a26-8b91-74abcdc612b2_20250107T19:55_UTC.wav
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[CUSTOMER][NEUTRAL] Uh yes, this is [PII], and I received a text message today.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, let me see what it said. Hold on just a moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You mind just.
[CUSTOMER][NEUTRAL] Send me the order
[CUSTOMER][POSITIVE] Oh thank you so much.
[CUSTOMER][NEUTRAL] OK, it's claim number 3548011.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and you received a text regarding this claim?
[CUSTOMER][NEUTRAL] Yes, that it had been.
[CUSTOMER][NEUTRAL] I forgot what it said reviewed or.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't, I don't remember.
[CUSTOMER][NEUTRAL] And I'm, the reason I'm calling is because I set up the stuff at home on my computer and my husband's in the hospital.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I wanted to find out what was going on.
[AGENT][NEUTRAL] Of course, yeah, we'll take a look at this client, [PII] um before we go any further, if you don't mind, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright thank you I appreciate it. And then um really quick I'm gonna just verify some of your information. Can I get your date of birth please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh yes, it's [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect. Last thing I need is the email address we've got on file for you. uh, looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] OK, I think it's the [PII].
[AGENT][NEUTRAL] That's correct, yes, OK, thank you so much for verifying that information, [PII]. All right, so for this claim, um, it is stating we are needing uh the pathology report for the date of service. Has that been sent to us?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] No, I have called them 3 or 4 times and told them that's what I needed, and I don't know if they don't understand.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What I'm saying.
[CUSTOMER][NEUTRAL] You would think they did, so I just need to tell them that I need the.
[AGENT][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Pathology report. OK. OK. And can I fax that to, I mean, not fax, but email that to you when I get it?
[AGENT][NEUTRAL] Pathology report. Yes, ma'am.
[AGENT][POSITIVE] Of course, um, you can use our online portal if that's what you've been using. I will say that's gonna be the quickest and easiest way to get that information to us, um, but yes, I've also got fax, mailing address, you know, if you wanted backups, but I always recommend using our website. It just gets just so much quicker.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Perfect. OK, OK, that's what I will do. Now from here on out, every time we have something done, of course that's if y'all approve this, but every time we have something done, I need to fill out the claim form.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And send in the documentation that goes with it.
[AGENT][NEUTRAL] Yes. Now, I will say, um, depending on what kind of treatment he is going to be receiving.
[AGENT][NEUTRAL] Um, for example, I know if he has to get chemo or radiation therapy, what a lot of people will do is, you know, if I ended up having to do it very frequently, they'll kind of let it stack a bit and then just kind of file them all at once and you can absolutely do that if that's easier for you and you just need to fill out that one form and you can send it all in one, upload all of them at the same time. Does that make sense?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it does, um, and one.
[AGENT][NEUTRAL] Yeah, but if you'd rather do them one at a time, you still can, sorry, go ahead.
[CUSTOMER][NEUTRAL] OK, I would rather let it stack. Um, another thing, I don't know what happened, but, um, I didn't have a benefits booklet thing, pamphlet.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, the policy, yeah.
[CUSTOMER][NEUTRAL] Yes, is there any way I could get you to uh email that to me?
[AGENT][NEUTRAL] Yes, give me just a moment. Let's see.
[CUSTOMER][NEUTRAL] I thought they were going to and I think they got um mixed up or something.
[CUSTOMER][NEUTRAL] Uh, no, this is the one that I had. We have two cancer policies and the other one.
[CUSTOMER][NEGATIVE] I'm not sure they're gonna pay a dime.
[AGENT][NEUTRAL] I see
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Oh, OK, this is the new one I see. OK, um, so the coverage should be all the same from your prior, um, I know this is one of the ones that had to go through that little change recently, um, so yes, you should be receiving a new one soon. I will still go ahead and put in a request to have one sent to you, um, but I can send you a, let's see, let's verify, um, this Gmail account, the [PII], is that where you'd like it sent?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, that would be great.
[AGENT][NEUTRAL] OK, OK, yes, I'll have a request to get that sent to you um, did you want a paper copy mailed to you as well or just email?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, yes, go ahead and do a mail, uh, paper copy in case I'm in situations like that cause I've got a folder all made. So let me ask you a crazy question.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] He's had several scans and those particular scans were as a result of the cancer diagnosis.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Those I would send to you also.
[AGENT][NEUTRAL] You can. Now, I'm sorry, with those scans before or after, um he was actually diagnosed?
[CUSTOMER][NEUTRAL] It was after.
[AGENT][NEUTRAL] It was after. OK, yes, you can send us all of that. Um, I will say too, typically with um our cancer policies, there are preventative diagnostic benefits as well. Um, and that would apply to you as well. So things like um mammograms, colonoscopies, uh, things like that are covered as well.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, well, now I did send in.
[CUSTOMER][NEUTRAL] A mammogram and something else. I don't remember what it, the other one was now.
[CUSTOMER][NEUTRAL] Um, what about Cologuard? Does, does it cover that?
[AGENT][NEUTRAL] Um, I'm sorry.
[CUSTOMER][NEUTRAL] As a preventive?
[AGENT][NEUTRAL] As a preventative, um.
[AGENT][NEUTRAL] I don't believe so. I think it's gonna be stuff that are strictly listed there. You said it was a Cologuard. I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] I'm not familiar with that. I'm sorry, is that um for.
[AGENT][NEUTRAL] After regarding a colonoscopy?
[CUSTOMER][NEUTRAL] It's for colon cancer and it's a deal where they send you the
[AGENT][NEUTRAL] It is for colon cancer.
[CUSTOMER][NEUTRAL] Box and give you all these um
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I know you've seen the commercial.
[AGENT][POSITIVE] Yes, I was gonna say I know exactly what you're talking about.
[CUSTOMER][NEUTRAL] It's like the box has legs.
[AGENT][NEUTRAL] Right, yes, OK, no, that wouldn't be something that's covered, um, that that would fall under the category for preventative would be more for like the actual colonoscopy.
[CUSTOMER][NEUTRAL] OK, OK, that's really what I thought, but.
[AGENT][POSITIVE] Yeah, that doesn't hurt to ask.
[CUSTOMER][NEUTRAL] So if I'm
[CUSTOMER][NEUTRAL] And that well, and I thought, you know, it doesn't hurt because I'm paying the policy. But one other question I've got is this originally, I believe was Lone Star.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um, that might not be right either. The one that I took out was years ago at Region 16 Education Service Center in [PII].
[CUSTOMER][POSITIVE] And this was a policy that I was portable that I could take with me.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Isn't that
[CUSTOMER][NEUTRAL] The same, um.
[CUSTOMER][NEUTRAL] Benefits, didn't they tell me that?
[AGENT][NEUTRAL] Let's see, so as far as the oldest policy I have on file for you with us is going to be from [PII] and that was APL. So if you have something uh with a different name, um, I'd ask your, um, oh goodness, let's see, I just had it, it is that through Bank of Oklahoma, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is that who you were employed with?
[CUSTOMER][NEUTRAL] No, no, it was uh Region [PII] Education [PII] Center [PII].
[AGENT][NEUTRAL] OK, OK.
[AGENT][POSITIVE] Yeah, I don't see anything regarding that, but this is, I will say one of our, it's probably our best cancer policy. So it does offer quite a bit.
[CUSTOMER][NEUTRAL] Quite a bit. Well, I knew that's what they told us when we took it out originally, and I knew it had changed names several times.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But um
[CUSTOMER][NEUTRAL] I mean, it doesn't really matter cause whatever the the benefits are now or what the benefits are. I was just curious.
[AGENT][POSITIVE] Yeah, of course, yeah, definitely.
[CUSTOMER][NEUTRAL] OK. And what was your name again?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, [PII], I really appreciate everything you've done and I will call.
[AGENT][POSITIVE] Yeah, definitely. Yes.
[CUSTOMER][NEUTRAL] The urology center again and tell them I made a
[AGENT][NEUTRAL] Absolutely. The pathology report.
[CUSTOMER][NEUTRAL] What did we say it was?
[CUSTOMER][NEUTRAL] Pathology report, OK.
[AGENT][POSITIVE] Yes ma'am. Alright, um, and then you should be getting this policy soon, um, once you get it, it is very easy to read, it's not just a bunch of jargon, I promise, um, but if you're confused about anything, um, don't hesitate to give us a call back and we'll do what we can to help you out.
[CUSTOMER][POSITIVE] OK doke. I will do that.
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][POSITIVE] OK. OK. I appreciate that. You guys have been, girls actually have been so helpful.
[AGENT][NEUTRAL] All right. Yes, ma'am.
[AGENT][POSITIVE] Yes, uh, we should try.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] Yes, all right, well thanks for calling ATL [PII]. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] You do the same. Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.