AccountId: 011433970860
ContactId: b562cb6a-199d-459b-97ac-1c020f3ae0a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 679559 ms
Total Talk Time (AGENT): 366969 ms
Total Talk Time (CUSTOMER): 251307 ms
Interruptions: 4
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/b562cb6a-199d-459b-97ac-1c020f3ae0a6_20250415T16:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I'm not even sure if I have the correct number. I'm needing to get some information. I do have uh insurance with this with them, and my husband was just diagnosed last month with cancer.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And I was needing a form because our systems are down over here and I didn't think about it. I wasn't, I, I mean I've been going through so much with on my mind so and I just found out that I had this on here and I was needing a form mailed to me so I could get all this submitted into the doctor so they get, get all this stuff turned in for me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes. Yes, ma'am.
[AGENT][NEUTRAL] OK, alright, well I can help you um with filing the claim um can I please get your name and your callback number just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, my name is [PII].
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And the callback number is gonna be area code [PII].
[AGENT][NEUTRAL] Thank you and uh what is the policy number please, Miss [PII]?
[CUSTOMER][NEUTRAL] Uh, let me see if I can't pull up anything on our computer at all. Our systems are down. I'm in the transportation department, yeah, our systems are down and it won't let me. Hold on. I know what, I, hold on, let me see something because I.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can look it up with your social.
[CUSTOMER][POSITIVE] Yeah, because I, yeah, because I think I made a, let me see something.
[CUSTOMER][NEUTRAL] Does it have.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] No, I didn't give it. OK, let me give you the social is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I thought I had something with it wrote on here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's OK. We'll look it up with the social in 5 days.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, Miss [PII], I'm gonna need for you to please uh verify your date of birth for me.
[CUSTOMER][NEUTRAL] OK, my date of birth is [PII].
[AGENT][NEUTRAL] Thank you ma'am and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] OK, it's gonna be, uh, address is [PII] and that's [PII], and I think the email that they have listed is gonna be uh my job email which is gonna be the [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Or do they have the [PII]?
[AGENT][NEUTRAL] You have the
[AGENT][NEUTRAL] It is your your work email, the [PII], yes ma'am. And is the phone number you you gave me to call you back on if we get disconnected, is that your cell phone number?
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Yes it is.
[AGENT][POSITIVE] OK, thank you very much. I appreciate you verifying your policy for me. All right, so let's look at it, um.
[AGENT][NEUTRAL] You do have the group cancer policy.
[AGENT][NEUTRAL] There are 2 ways that I can get you a client well actually 3 ways, um, if you want to sign up for the online service center that would be beneficial for you because you're going to be sending in a lot of claims for um procedures and things that are done during this time. Let me, let me give you the um address to.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The online service center.
[AGENT][POSITIVE] It is secured, [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] So all together that's secured.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Once you go into that website.
[AGENT][NEUTRAL] You're gonna sign up as a new user let me make sure that you haven't signed up for it before you'll sign up as a new user and then you will choose the option that you're an individual with a policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's great about this site is you can file your claims straight from this website uh you'll just click click on your policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That shows up for your group cancer you'll click on the policy and then you'll click on claims and forms and everything's right there for you uh you'll just need to upload the documentation that it says to send in with your claim.
[AGENT][NEUTRAL] Which will be, there's a good cheat sheet on the first page of the claim form that tells you everything that you need to send in.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] With your client.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you can upload it to your computer and then uh download it in the online service center and send it directly to us you'll get a confirmation showing that we've received it and you'll also get confirmations during the claim process to show you where we're at with the claim too.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that's one way that you can do it. Um, we also have a website that you can go to it's the, it's the same address I gave you without security. It's just [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you'll, you'll click on claims and forms on that website and you'll choose the cancer claim form.
[AGENT][NEUTRAL] And you'll download it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] And it also has the cheat sheet for you, that first page.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That tells you what you need. Um, I can email you a claim form if you would like for me to do that we can do that also.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and on there uh will I still be able if I did get that form I still will be able, can I still upload that and send that in also, or would I be able, uh, I mean, or would I have to send it in a different way?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] You'll have to send it in a different way um you'll have to send it in either by um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Fax or mail it in. So really the best option is the online service center so you can do everything in one shot right there.
[CUSTOMER][POSITIVE] OK, yeah, I'd rather do the online and, yeah, because it'll be better, yes.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, yes ma'am.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] It'll be easier for you because you're gonna be sending in a lot of information so that would probably be the easiest but I'm gonna go ahead and give you the fax number to mail claims in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] [PII] 3.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the address if you have to send it by um post office, the address is [PII].
[AGENT][NEUTRAL] And that is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then your zip code would be [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there any questions or anything else that I may be able to help you with?
[CUSTOMER][NEUTRAL] Um, that's all I was needing is needing to know how I would actually get all this started and submitted and and yeah because we also have when he actually had to be rushed to the hospital on there too so I don't know if I need to send all that in also.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, if I need to send all those bills, OK.
[AGENT][NEUTRAL] Yes, send anything, anything in that you feel like will help your claim, please send it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, yeah, because I know there was a biopsy done. That's how we actually found out right then and there. So, OK, so we'll submit, OK.
[AGENT][NEUTRAL] Yes, ma'am. So,
[AGENT][NEUTRAL] It's gonna be very important that you send in the um first diagnosis, um.
[AGENT][NEUTRAL] Of, uh, it's going to be, oh gosh, it's just.
[AGENT][NEUTRAL] I just had a blank for a minute. I'm sorry.
[AGENT][NEUTRAL] The um
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] It's going to be the um.
[AGENT][NEUTRAL] Let me look and see what it's called because I, I'm drawing a blank at the moment. I apologize.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Because it is important, um, the pathology report that will need to be sent in.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That'll give the first diagnosis of cancer.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And that's also on that first page of the claim form on that cheat sheet. It's also on there, but I wanted to make sure I told you because that is very important. Yes.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, OK, so it is on.
[CUSTOMER][NEUTRAL] OK, yeah, because we have all that because we went in and picked up, uh, medical records also from the hospital, so everything is in there so we have CDs, everything we ask for everything, yes.
[AGENT][POSITIVE] Awesome good.
[AGENT][POSITIVE] Good, good deal. OK. And if you um feel like you need help during the process when you're trying to get it all together and send it to us, just pick up the phone and call us and we'll walk you through it, OK?
[CUSTOMER][NEUTRAL] OK, oh OK.
[CUSTOMER][POSITIVE] OK, and thank you so much.
[AGENT][POSITIVE] You're very welcome. Is there anything else, Ms. [PII], I can help you with?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Uh, that's all I was needing, and I thank you so much for this.
[AGENT][POSITIVE] You're very welcome and like I said, any more questions that are any other help that you may need, please pick up the phone.
[CUSTOMER][POSITIVE] OK and thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. I hope you have a wonderful week.
[CUSTOMER][NEUTRAL] OK you do the same.
[AGENT][POSITIVE] Thank you, ma'am. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Uh