AccountId: 011433970860
ContactId: b4b37bf6-2853-41c5-ae82-8a6e67455e69
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 650409 ms
Total Talk Time (AGENT): 327969 ms
Total Talk Time (CUSTOMER): 223345 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/b4b37bf6-2853-41c5-ae82-8a6e67455e69_20250313T13:26_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is uh [PII].
[AGENT][POSITIVE] Good morning, Mr. [PII]. How are you doing today?
[CUSTOMER][POSITIVE] Doing doing fine man yes ma'am.
[AGENT][POSITIVE] Good.
[AGENT][NEUTRAL] How can I help you? Sure.
[CUSTOMER][NEUTRAL] Give me a second now, hold up, just give me a minute. That's the yearly we don't do business with the district except for what they contract us to do. OK, uh hold on what's the date? The [PII].
[CUSTOMER][NEUTRAL] There you go. Anytime, ma'am. Go ahead.
[AGENT][NEUTRAL] OK, Mr. [PII], how can I help you today?
[CUSTOMER][NEUTRAL] I'm just calling to see if y'all get the fax I sent over yesterday.
[AGENT][POSITIVE] All right, it would be my pleasure to assist you. What is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, Mr. [PII]. Do you happen to have your policy number available?
[CUSTOMER][NEUTRAL] 256-603-0
[AGENT][NEUTRAL] Thank you, sir. And can you verify your date of birth and current mailing address?
[CUSTOMER][NEUTRAL] [PII] mailing address is [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And what is your
[AGENT][NEUTRAL] Email. Can we verify that?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK. Is that [PII]? OK, thank you. All right, I appreciate that verification. Thank you. And was this fax that came in yesterday, was it for yourself or was it for [PII]?
[CUSTOMER][POSITIVE] Yes ma'am. Yes ma'am.
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] Oh, for me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't see it on your policy. Did it come in yesterday afternoon?
[CUSTOMER][NEUTRAL] Yeah, I faxed it about [PII] yesterday morning.
[AGENT][NEUTRAL] [PII] yesterday morning.
[AGENT][NEUTRAL] OK, let me take a quick look and see if I see it somewhere else. We get a lot of faxes sometimes.
[CUSTOMER][NEUTRAL] Down there.
[AGENT][NEUTRAL] It does take up to 24 hours to be able to view on your policy. So let me take a quick look.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] See if we
[AGENT][NEUTRAL] And you send it to the [PII] number? Are you?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It took a while because the place I went to y'all saying, your fax number kept being real busy a lot.
[AGENT][NEUTRAL] We do get a lot of faxes in, yes, sir.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yeah, so they finally went through just gave me the work, but it gave me the paperwork and everything for it, so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, the policy, like I said, uh, uh, the policy that pay for gas mileage too.
[AGENT][NEUTRAL] Um, on your cancer policy, critical illness policy?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I can check that.
[AGENT][NEUTRAL] I don't see.
[CUSTOMER][NEGATIVE] Could have owned this policy.
[AGENT][NEUTRAL] Yeah, your, uh, the cancer policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm looking.
[CUSTOMER][NEUTRAL] Yeah, can I start my treatments, I think next week I'll be going 5 days a week. I know the gas is gonna hit me like 25 to $30 a day.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] And you go for treatment?
[CUSTOMER][NEUTRAL] Uh-huh, so I stay every day for 11 weeks.
[AGENT][NEUTRAL] Is it, is it
[AGENT][NEUTRAL] Is it over 50 miles?
[CUSTOMER][NEUTRAL] Yes, it's like 60 something miles.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 49 that's their in back.
[AGENT][NEUTRAL] I'm not showing that fax came through yesterday.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it probably won't take since it was [PII].
[CUSTOMER][NEUTRAL] It's not [PII] yet so probably won't show up till this afternoon.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And you said that was yesterday that you faxed it or was it today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yesterday.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me check on that
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] So all this insurance covers really basically covered, man.
[AGENT][NEUTRAL] Um, you do have a transportation.
[AGENT][NEUTRAL] Benefit
[AGENT][NEUTRAL] If it's now what we'll need for that transportation benefit, Mr. [PII], is we will need the physical address.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Of the location where you go to receive your treatment.
[CUSTOMER][NEUTRAL] OK. Well, it's on, it's on the thing. Uh, when I got my, uh, stuff I faxed over to you all the addresses on there.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] On [PII], that address is on there.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] No, yeah, [PII]. Yeah, no, wait, I'm sorry, uh, [PII] 1 I can do my red is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So I sent a bunch of stuff over to y'all uh on the [PII] of this last month too.
[AGENT][NEUTRAL] We did receive that on the [PII], but we have not received it. OK. And
[CUSTOMER][NEUTRAL] Yeah, the address is in there.
[CUSTOMER][NEUTRAL] Yeah, there's
[AGENT][NEUTRAL] When you send in the, was that for treatment as well?
[CUSTOMER][NEUTRAL] Yeah, that's all the stuff. They go, that's all the stuff like when they ain't tell me when it's gonna start, but I'm thinking I did a full body scan yesterday.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They were sitting in the same spot so when I go see them again, they probably gonna call me tomorrow. And then me, hey, look, come on in tomorrow and we're gonna tell you when your treatment starts. I'm thinking my stuff gonna start Monday.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, you know, just to send in the.
[CUSTOMER][NEUTRAL] Yeah, either Monday or Tuesday.
[AGENT][NEUTRAL] Just to send in that itemized bill for your treatment.
[CUSTOMER][NEUTRAL] OK, I just sent that in. That's on the [PII]. I sent it on the [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And for your imaging, be sure to send that in as well, the itemized bill for your met the body scan.
[CUSTOMER][NEUTRAL] Oh, that was all in there. Same thing.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Tell you what, we do
[CUSTOMER][POSITIVE] Yeah, that's all itemized bill they gave me up on they I went on the [PII] of this month and they gave me itemized billing for that and it was all in there. Everything was in there for the uh full body scan and uh it was like.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Everything was like close to $7000.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, you know, um, Mr. [PII], I see you have an active online account with us on our portal. If you ever want to view your policy certificate, when you sign in, just click on that policy number, and you'll be able to view all the benefits that are covered under the policy.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I'm about to redo it again, but I keep getting what my username and password so I'm about to redo it all over again.
[AGENT][NEUTRAL] Well, your username is [PII].
[CUSTOMER][NEUTRAL] [PII]. That's my username.
[AGENT][NEUTRAL] Mhm. It is.
[CUSTOMER][NEUTRAL] OK, I forgot what it was. [PII]. Oh, that's username there my password was [PII] was still like that.
[AGENT][NEUTRAL] I know we've got so many.
[AGENT][NEUTRAL] Well, I can't see your password. You may have to reset it if that's not it, but it's easy to reset.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But click on your policy number and it will, you can view all your policy benefits and you can also upload claim documents online as well.
[CUSTOMER][NEUTRAL] OK, well I'll get on that.
[AGENT][NEUTRAL] So you don't have to go anywhere to have it faxed.
[CUSTOMER][NEUTRAL] OK, it's basically the, the documents like I scan them on my computer.
[AGENT][POSITIVE] That's right. And then
[CUSTOMER][NEUTRAL] And then upload a PR.
[AGENT][NEUTRAL] That's right. And you might wanna do that with that that you faxed just in case we didn't get it, just in case it didn't come through.
[CUSTOMER][NEUTRAL] OK, I'll do it. I get off work today.
[AGENT][NEUTRAL] Because I don't see it on file and then if we have 2 of them, well, it's better to have 2 copies of it than none at all.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is APL right?
[AGENT][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] A, what else is it?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] It's called APL what now?
[AGENT][NEUTRAL] The, the site.
[AGENT][NEUTRAL] It's [PII]. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's for you
[CUSTOMER][POSITIVE] [PII]
[AGENT][NEUTRAL] Yes sir. [PII]. That's where you sign in online.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And we're open until [PII] Central Standard Time.
[AGENT][NEUTRAL] So when you're looking.
[AGENT][NEUTRAL] At that if you want to um.
[AGENT][NEUTRAL] If you have any questions or anything just call us back we're here until [PII] Central Standard Time.
[CUSTOMER][NEUTRAL] Maybe [PII] here when y'all close.
[CUSTOMER][NEUTRAL] In my time zone be [PII], yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So, uh,
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] So y'all just waiting on that now so you can go with everything else and take 2 or 3 weeks before I hear from y'all again or anything after y'all receive that.
[AGENT][NEUTRAL] Yes sir, so on the portal if if you go under my claims you can click on any of the claim numbers and be the claims decision. Now we're gonna mail that to your home address as well, but once it's processed then you can also sign up for text messaging. You'll receive a text message once we receive a claim document you'll also receive a message that it's been processed.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] So you'll get status, claim status notification by
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Text messaging.
[CUSTOMER][NEUTRAL] Through my email, to my phone number.
[AGENT][POSITIVE] That's right for you through text messaging.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you can sign up for that as well on the portal if you want in that way you have an idea of once claims are processed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Well, I appreciate you, man.
[AGENT][POSITIVE] It's been such a pleasure to assist you, Mr. [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] So yeah I never got that fax yet.
[AGENT][NEUTRAL] We have not. That's why I was stating if you, you know, when you get home if it's saved to your computer, you may just want to upload it on the portal and it'll, you'll get a confirmation number that it was uploaded successfully and you'll know we received it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there like a thing where where where is it uploaded on the top or bottom somewhere?
[AGENT][NEUTRAL] It's gonna be at the bottom of your portal.
[AGENT][NEUTRAL] It it could say, um, would you like to file a claim, upload claim now or upload documents and it'll.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I load the documents.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And that way, that way you know we get it.
[CUSTOMER][POSITIVE] OK then. Thank you, ma'am.
[AGENT][POSITIVE] It's been such a pleasure, and Mr. [PII], if you need anything else, don't hesitate to give us a call, but it's been a pleasure and I hope you have a great day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You too, ma'am.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.