AccountId: 011433970860
ContactId: b8960c3b-8469-470e-a1b3-3c30fb10d6e6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 489600 ms
Total Talk Time (AGENT): 197582 ms
Total Talk Time (CUSTOMER): 225705 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/b8960c3b-8469-470e-a1b3-3c30fb10d6e6_20250127T15:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes. My name is [PII], and I called a lot, I don't remember exactly the day that I called back. I was diagnosed with uh breast cancer. And uh so I'm, I have gathered up all, I think all the stuff that I need to submit. I just just wanted to make sure that I have what I need. Um, I have insurance where my insurance is paid. Do you all need that information?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, you said you had insurance through a different carrier?
[CUSTOMER][NEUTRAL] Well, my, uh, Medicare and my regular
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You know,
[AGENT][NEUTRAL] OK, what's your policy number, [PII]?
[CUSTOMER][NEUTRAL] It's um um 9,942,150.
[AGENT][NEUTRAL] OK, what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] [PII], verify your date of birth, mailing address and email for me.
[CUSTOMER][NEUTRAL] 3
[CUSTOMER][NEUTRAL] OK, it's uh my date of birth is [PII]. My email address is [PII]. My home address is [PII].
[AGENT][POSITIVE] All right, thanks for verifying that information for me.
[AGENT][NEUTRAL] And you said that you're preparing your documents to submit your claim documents. OK, let me pull up the claim form. Do you have a copy of the APL cancer claim form?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Is that just uh uh 2, I think it's like, yes, cancer claim I do have that and I, I feel that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Bottom and uh there's another sheet statement of insured that I have filled out also.
[AGENT][NEUTRAL] Right. And so on that on page one.
[AGENT][NEUTRAL] Um, it gives some instructions and so are you submitting the um itemized bills or?
[CUSTOMER][POSITIVE] Yes, I do have those.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And so when you submit your itemized bill for surgery or hospitalization or chemo, radiation, anesthesia, it does require the explanation of benefits from your other medical carrier, showing the amounts allowed and paid for each service.
[CUSTOMER][NEUTRAL] OK, so I do need to send all from all my insurance papers?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh, OK. All right. Now, um, I'm going to, I think we opened, I don't remember who I spoke with when I first called, um,
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] It was, I think it was in August when I called. Uh, um, we set up, uh, and, uh, it's, um, um, I think that we set up an account.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Online service center account?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Yes, secured.
[AGENT][NEUTRAL] OK, I get
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] My daughter is gonna send all this, you know, she can scan it and send it.
[CUSTOMER][NEUTRAL] Is that where she needs to send it?
[AGENT][NEUTRAL] Correct, so I'm looking at your account it is active and so she would log on to the website you just gave me, and when she gets there, um there should be a dash a claims dashboard. It says claims and below that it'll say upload documents or upload file one of the two.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And she would just click that button.
[AGENT][NEUTRAL] And then a box will appear for her to select the policy in which she's wanting the claims processed under which would be the policy number that you gave me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then just click the next button and then it'll give her it's a button to where she can upload the files.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK. Now, I have um let's see, a password. She will need that.
[AGENT][NEUTRAL] Uh, yeah, she'll need a user name and password to get into your into the site.
[CUSTOMER][NEUTRAL] Or not really.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, username and pet.
[AGENT][NEUTRAL] If you're giving her permission to do so. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] So I'll give her that information. Um, OK. So, oh, there's a lot of stuff.
[CUSTOMER][NEUTRAL] I don't get I'm not, I'm not sure.
[AGENT][NEUTRAL] Yeah, it is.
[AGENT][NEUTRAL] Now, is this your first time filing a claim for this condition?
[CUSTOMER][NEUTRAL] I mean, I pay
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Do you have a copy of the pathology report first diagnosing?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Yes, I do. Yes.
[AGENT][POSITIVE] OK, good. OK.
[CUSTOMER][NEUTRAL] Um, I was getting in that earlier and just messed around. There was so much going on and I didn't, you know, I didn't, so, and the little girl that I spoke with, she said, there's no deadline. You don't have to, you know, so I thought I was gonna wait till the end of the year and try to gather everything up and um
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Send it in
[CUSTOMER][NEUTRAL] Let's see, um,
[CUSTOMER][NEUTRAL] Yes, so I, I, like I said, I've had this policy. My husband had it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You know, I, I don't even know when he took it out, you know, years and years and years ago. Uh he, he died 8 years ago and I've been paying on it since then, but, so I want every penny I can get for sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Exactly.
[CUSTOMER][NEUTRAL] So, I, I, I'll just send everything I have and, and uh see what happens, OK?
[AGENT][POSITIVE] Exactly.
[AGENT][NEUTRAL] OK. All [PII]. Did you have any other questions, [PII]?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] No, I think that's all I need. I'm, uh, what is your name?
[AGENT][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] And first initial of my last name is [PII].
[CUSTOMER][NEUTRAL] OK. I'm just gonna put down that I spoke to you today. This is the [PII].
[AGENT][NEUTRAL] That's, uh-huh, that's fine.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] And uh I'll um we'll get this in and oh I dread it cause it's gonna be a mess.
[AGENT][POSITIVE] It'll be OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I think I remember her telling me that I need my date of birth and um policy number on each, each thing that we submit.
[AGENT][NEUTRAL] OK, well, when you complete the claim form, yeah, you know, section A.
[CUSTOMER][NEUTRAL] That was
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um, and then I believe on.
[AGENT][NEUTRAL] Page 4 asks for your policy number. You don't have to com so just complete the claim form and after that, because it's asking you for your policy number at the bottom of page 4 and then the, the medical, the medical claims that you're sending, you don't have to put anything on those. You don't have to put your policy number or anything on those.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. I've, I've already done it, so when will, y'all have it.
[AGENT][NEUTRAL] OK. Well, just going forward, just as long as the policy numbers on the claim form.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] That we're that's sufficient and you don't have to put it on each document.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK. I got you. I think. All right, well, we'll get this started, I guess.
[CUSTOMER][POSITIVE] Thank you very much and we'll be in touch.
[AGENT][POSITIVE] OK, [PII], well, you're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] [PII], did you have any other questions? I think we're still on the line.
[CUSTOMER][NEUTRAL] I'm, oh sorry, I'm sorry, my fault. No, I don't. Sorry. Thank you. Bye-bye.
[AGENT][POSITIVE] Oh, that's OK. No worries.
[AGENT][POSITIVE] Have a good day. Bye-bye.