AccountId: 011433970860
ContactId: b606127e-fc81-415e-bff8-a51321cd16d1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 746690 ms
Total Talk Time (AGENT): 382567 ms
Total Talk Time (CUSTOMER): 222925 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/b606127e-fc81-415e-bff8-a51321cd16d1_20250115T22:26_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yes, so I was needing claim forms emailed to me.
[AGENT][POSITIVE] Yeah I can absolutely help you and you said you want them emailed out to you my friend?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, perfect. Um, do you have your policy number handy?
[CUSTOMER][NEUTRAL] It is 857-07.
[AGENT][NEUTRAL] And your name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect. And Ms. [PII], could you just verify for me, pretty please your date of birth?
[CUSTOMER][NEUTRAL] Mine is [PII].
[AGENT][POSITIVE] Awesome, and so I just have a couple other pieces of information to verify if you don't mind. Um, could you verify for me please the mailing address on file?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I don't know that
[CUSTOMER][NEUTRAL] Mine's not on file with you. Uh, mine is [PII].
[CUSTOMER][NEUTRAL] Uh, I believe [PII]'s was, uh,
[CUSTOMER][NEUTRAL] Oh gosh, I don't remember this.
[CUSTOMER][NEUTRAL] The address, it's out of Blue Jacket [PII].
[AGENT][NEUTRAL] OK, that's perfect. Um, I can, I can email you claim forms with with that level of information. I can't like give you policy specifics though, is that OK?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK, um, what, what I was gonna, what I was trying.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] To do is fill out a claim form, uh.
[CUSTOMER][NEUTRAL] On
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm, I'm on the beneficiary, aren't I?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It's.
[AGENT][NEUTRAL] So it looks like I don't have the beneficiary um uh information like quickly on hand. I can try to dig for it and the application paperwork or it might be on hand with the group.
[CUSTOMER][POSITIVE] OK. I know um that I can.
[CUSTOMER][NEGATIVE] Uh, he had, he had cancer. He had cancer taken off of his lip.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Who whomever I was talking to before and said that I could go ahead and file a claim for that.
[AGENT][POSITIVE] Yeah, absolutely, um, I can help you get the claim information for that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] And what is the what's the email address we would want to be sending that to today?
[CUSTOMER][NEUTRAL] Uh, mine is [PII].
[CUSTOMER][NEUTRAL] It's J A M M I E M C L A I N.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] At
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, [PII].
[AGENT][NEUTRAL] Of Venita, Vanita is V I E N T A.
[CUSTOMER][NEUTRAL] V I
[AGENT][NEUTRAL] Dot com.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Oh, OK, perfect. I do see where I missed that first N on there. [PII]. Perfect. So let me go ahead and get that claim form submitted for you or sent out to you.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK. And then you could.
[AGENT][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] If that somehow doesn't work out, I, I have another email you can send it to.
[CUSTOMER][NEUTRAL] That's um my other email is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] MIAP.
[CUSTOMER][NEUTRAL] Mhm, yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I think this happened, uh, it happened 2 years ago.
[AGENT][NEUTRAL] OK, yeah, no worries. We don't have any time limits.
[CUSTOMER][NEUTRAL] I is that, is that still?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Let me see, and I am so sorry. I'm like.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] Struggling to get it loaded, but I am not trying to make you wait forever on me, ma'am. I'm sorry about that.
[CUSTOMER][NEUTRAL] Oh, you're fine.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] All right, Ms. [PII]. So I'm going to send it to both email addresses, just that way in case there's any issues with it being
[AGENT][NEUTRAL] Um, an attachment going to your work address, it does not impact you getting it.
[AGENT][NEUTRAL] So I have that first one and then the [PII] and then the subject line is just gonna say APL claim form for you. I'm gonna attach that claim and then.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] We will get it sent right on out to you.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then I just um so I fill it out and send it back in.
[CUSTOMER][NEUTRAL] Or uh or do you need the doctor's notes or or?
[AGENT][NEUTRAL] Yes, so, um, that claim form is going to have that first page. Um, it's kind of long, but you can use it kind of like a checklist or, um, just a way to kind of keep all your information together. Um, for the first time, we get information on a cancer diagnosis. We need information for the pathology report on the initial diagnosis, um, and then any surgery, biopsy reports.
[CUSTOMER][NEUTRAL] What do you mean?
[AGENT][NEUTRAL] Um, and then as well, with that, you can also submit um itemized billing from your medical provider and the explanation of benefits from the major medical carriers, um.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] If you have any um prescription medications for chemotherapy, hormone therapy, um, or anti-nausea supplied through the pharmacy, you're welcome to submit um copies of those uh prescription medication, uh, like charges, um, and those can be considered.
[AGENT][NEUTRAL] Um, but then you'll just fill up the and all of that. I know I just listed a lot, but it's all right there and you can just highlight it or make check marks next to it and use it as a way to kind of keep yourself on guide for the documents and information you need, um, and then you would just fax or email, or sorry, not email, fax or mail back that form to us, um, if there's something we need for further information, we'll just reach out and we'll send a letter saying like hey we need this for further consideration.
[AGENT][NEUTRAL] And they will reach out, but any communication will go to the address on file, um.
[CUSTOMER][NEUTRAL] OK. So, it'll go to.
[CUSTOMER][NEUTRAL] To his old address.
[AGENT][POSITIVE] Mhm, yes. I, and I'm so sorry to ask, I'm not sure, is [PII] still with us?
[CUSTOMER][NEUTRAL] OK, cause he's, he's.
[CUSTOMER][NEUTRAL] He's just, no, I started to say he, he's deceased.
[AGENT][NEUTRAL] I'm so sorry um for your loss. You are more than welcome to submit with us. um, we would need like a death certificate and um any of that other information and what we can do is we can work to close out his account um and then if we need to, we can update um.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] We can update the mailing information, and I do believe you'll have the option. I'm not positive. I can't guarantee it, but you might have the option because you're on this policy to choose to carry it for yourself instead, um, if you'd like to. So if there's a portability on there um that will come into play, but for that you would just want to uh submit the
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Certificate of death to our team and I can give you the email address for them and then once you submit that they'll be able to talk you through next steps.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, do you know how much uh the cancer policy would be for me if.
[CUSTOMER][NEUTRAL] If I took it, uh, I mean, you know, upon myself, would it be about $50 a month or?
[AGENT][NEUTRAL] So, I, it looks like right now we have it set for family coverage and so I'm sure it would come down from where it is because it would move to single parent coverage, um.
[AGENT][NEUTRAL] And I can tell you that I can't tell you exactly how much it is, but it's under $50 currently, so I imagine it would be a little less.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because it would, it would be a single parent coverage instead of family coverage.
[CUSTOMER][NEUTRAL] Uh huh, OK, alright, well, uh, yes, if, if you'll give me that email address that I'm supposed to send that.
[AGENT][NEUTRAL] Yep.
[AGENT][NEUTRAL] And it should be the same one I emailed you from, but it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And it's [PII].
[AGENT][NEUTRAL] [PII], yup.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, yes, if you don't mind emailing me that and then I'll, I'll email.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] The other uh and request.
[CUSTOMER][NEUTRAL] Request or uh send that send that form off the desk gift to form off to that email address and.
[CUSTOMER][NEUTRAL] See if I can get this started.
[AGENT][NEUTRAL] OK, absolutely I did hit send on that so you should see it come through if you don't have it now just in a moment or two on that claim form and then.
[AGENT][NEUTRAL] Um, yeah, send us that that certificate and then we'll be able to talk you through any next steps that come after that. And if there's, if you have other questions along the way, just reach on out, we'll do our best to help guide you through it, OK?
[CUSTOMER][NEUTRAL] OK, yes, it, it may be um a little bit before I can respond because I'll have to.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Try to get to the doctor's office and have them send it off, um.
[AGENT][POSITIVE] Absolutely, and I know tracking down all that information can be kind of difficult, but take your time. There's no pressure on our side, you can file when you're ready, when you have it all, or you can start submitting it in little bits and pieces as you get it if you need to to. And we're just gonna do our best to take care of you along the way, OK?
[CUSTOMER][NEUTRAL] I just
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Yes, thank you. Yeah, like I said, it's been 2 years and, and I don't really remember the doctor's name who, who did all that, so.
[CUSTOMER][NEUTRAL] Um, anyway, OK, all right, well, thank you.
[AGENT][POSITIVE] Yeah, it's my pleasure. Thank you for giving us a call and reach on out if there's anything else we can do for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. All right. Uh-huh, have a good day. Uh-huh, bye.
[AGENT][POSITIVE] Thanks. My pleasure. You too. Bye bye.