AccountId: 011433970860
ContactId: bc0a3fdd-cc7a-4404-8f92-3b413baa92bf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 666640 ms
Total Talk Time (AGENT): 235234 ms
Total Talk Time (CUSTOMER): 272769 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/bc0a3fdd-cc7a-4404-8f92-3b413baa92bf_20250224T15:40_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling Eail us [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. I'm calling. We have a, a cancer policy with American Public Life. We've had it for many, many years, Doll and [PII]. And my husband was just recently uh diagnosed with basal cell carcinoma that has come back and so they're gonna treat it differently this time. He's already been cleared for treatment. He has to have radiation for 6 weeks, 2 times a week. Can you tell me if he's having the SRT?
[CUSTOMER][NEUTRAL] Um, procedure, can you give me an idea of the cost approximately per session?
[AGENT][NEUTRAL] Um, let me go and pull up the policy and I can help you with that. Can I get a callback number in case we get disconnected?
[CUSTOMER][POSITIVE] Absolutely, I appreciate it very much.
[CUSTOMER][NEUTRAL] Oh my number, listen, we just left the doctor's office. I'm [PII] [PII].
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] And can I get the policy number?
[CUSTOMER][NEUTRAL] I think, I don't know what I'm in my car, um, it's, it's, I give you both of our social security numbers. I had breast cancer years ago, 21 years ago now it's my husband and I just forgot it. I have it written down somewhere, but I, I don't know, but I don't have it with me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's OK. You can give me your social. I don't need both. You can just give me yours if you're on the policy.
[CUSTOMER][NEUTRAL] Well, well, I think it's, I'm not sure which one of us does. We both work for the school system. His is [PII].
[AGENT][NEUTRAL] OK, give me 1 2nd.
[CUSTOMER][NEUTRAL] And I was
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Let me give you mine too. You want me to give you mine too?
[AGENT][NEUTRAL] Um, um, you said your number is, what was your first name again?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And the last name?
[CUSTOMER][NEUTRAL] And I gave you
[CUSTOMER][NEUTRAL] The soda I gave you my husband.
[AGENT][NEUTRAL] OK, that's OK cause I, um, when I pull it up, I can see, um, you, so give me one second. Yes, ma'am. Give me 1 2nd.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Let me tell you this, can you hear me? I don't wanna mess you up. I, I'm [PII] out or [PII]. I'm not sure y'all were always the most wonderful people. You took so much time, you know, you would nev I, and it sounds like it y'all are picked up right where, where we left off, so thank you.
[AGENT][NEUTRAL] No problem, Miss. Can you verify your date of birth?
[CUSTOMER][NEUTRAL] My birthday [PII]. Hiss is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII]. Thank you for that. So you said you wanted to see um if he has a procedure done, how much um it would cost?
[CUSTOMER][NEUTRAL] How
[CUSTOMER][NEUTRAL] Yes ma'am, how much each treatment will cost we're just, you know, and yes, he was just.
[AGENT][NEUTRAL] So you're referring to the chemo treatments, uh, radiation or surgery?
[CUSTOMER][NEUTRAL] Radiation he's already had it removed I you know they cut it. They, they did the biopsy and they cut it out, but it's still they, you know, they, they have to do the radiation it's gotten bigger and everything we've been cleared for it already, um, but they told us to tell them how many treatments and you know we're, we're old now we're [PII] and [PII], we're old.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me pull up the policy and see how the radiation works. I mean, it wouldn't be, we wouldn't be able to say like how much it is, cause, cause that depends on your, your insurance, but I can see what your policy pays, um, and you can kinda go from there.
[CUSTOMER][NEUTRAL] That's all that I know. That's all we wanna know.
[AGENT][NEUTRAL] OK, so give me one second. Let me go ahead and pull that up and I can go from there.
[CUSTOMER][POSITIVE] I appreciate it so much.
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, let me see. I'm still here. I'm just looking in your policy to see what it shows.
[CUSTOMER][NEUTRAL] Yes ma'am, I'm going through my glove compartment looking for a pen.
[AGENT][NEUTRAL] OK, so what is gonna depend on, so what you would have to do, you would have to contact your um your primary insurance. And so the way the chemo and radiation therapy benefit works, we will pay the actual charges of what your um from your primary insurance. And so actual charges basically means that um
[AGENT][NEUTRAL] It would be more than likely your portion out of pocket. So it's gonna be hard to determine what's gonna be charged. So you would, um, your insurance will be able to tell you what the actual bill amount, I mean, what's your actual, um,
[AGENT][NEUTRAL] Excuse me, charges would be for those therapies.
[CUSTOMER][POSITIVE] Do, do y'all, I, I, my insurance, my, our, our primary insurance will pay pro for the whole thing probably less our deductible, and that's why I was trying to see exactly where American public life came into play.
[AGENT][NEUTRAL] So, if you have like a portion left over from um just say if it's deductible, then that would be more than likely the amount you pay, but it's hard to tell because we look at the, cause what's gonna happen is that for, when you send in his radiation treatments, we would have to have that explanation of benefits from that insurance to determine the amounts. So on that EOB it would show um
[AGENT][NEUTRAL] Your responsibility of what was paid and then that's where we determine the amount that we pay out. But as far as the maximum amount per year, um, let me see what that is, um.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Uh, see what it shows.
[AGENT][NEUTRAL] I'm just going to that section to see what the max amount is.
[CUSTOMER][POSITIVE] I appreciate it.
[CUSTOMER][POSITIVE] When I had breast cancer, you know, my insurance paid for it, that was 28 years ago. When I had a radiation, they paid, they paid exactly what the radiation cost.
[AGENT][NEUTRAL] So like in this case, I mean, if that happens then I mean it would be nothing that we pay because they pay the total amount um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And why is that.
[AGENT][NEUTRAL] Uh, so it looks like it pays up to um 10,000, um, as far as the kemia and radiation goes.
[CUSTOMER][NEUTRAL] OK, OK. Oh, well, listen, you were such a help, and I do need, can you send me some, do we, let me ask, when, when we're finished, it's gonna take um 7 weeks, twice, he goes twice a day for 7 weeks. Do I wait for all the treatments to be over before I send anything in or do I send it in weekly?
[AGENT][NEUTRAL] That's up to you. Um, it's, um, you can send it in weekly, but you would still have to wait for your insurance, um, to process their claim. So once you receive something from your insurance company that they have processed it, um, you can send it in like that. So we would just need the, the itemized bills in the EOB. So like I said, it really depends on how you want to do it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and let me ask you this, when he had it removed.
[CUSTOMER][NEUTRAL] Do I send in that to you? Do I send in everything to you like the visits, you know, they charge us a copay every time we go. We've got, we've met our deductible, which was $300 but I'm just gonna send y'all everything when I get I'm gonna keep all my papers and clip them together and send them when it when we get it finished, OK, will that be the best thing to do?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am. Um, so the pack report and the itemized bills and the explanation of benefits.
[CUSTOMER][POSITIVE] Perfect. Yes, ma'am. Can you send me um a copy of the the the in you know what we need to send back to y'all, the forms we need to fill out for y'all.
[AGENT][NEUTRAL] Um, so the only thing you would um have to is, um, the claim form, but if you don't have a claim form, you can just send in the document that you have. Um, but I mean, if you want to claim for, I can send it, but I mean, you don't have to use that. Um, you can just, when you send in the documents, as long as you write your policy number down on there, um, and your information is there, it's fine.
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and I have
[CUSTOMER][POSITIVE] OK, I do have it. I'm sorry, I, you know, I didn't have it with me in the car, but thank you so much. Um, do you mind sending me a claim form just just so I'll have one just in case there's a, there's a problem or something?
[AGENT][POSITIVE] Yes, ma'am. I can, I can go ahead and do that.
[CUSTOMER][NEUTRAL] And, and let me and one other thing, can you send me that piece where you know you said like what the total amount is that they pay out per year and all that kind of stuff.
[AGENT][NEUTRAL] Um, I can send you a copy of the policy, um, with, um, the claim form. Yes, ma'am.
[CUSTOMER][NEUTRAL] Do you
[CUSTOMER][NEUTRAL] That's all. Whatever you think relevant for us, yes, ma'am.
[AGENT][NEUTRAL] No problem, Ms. [PII]. Was there anything else that I can help you with today?
[CUSTOMER][POSITIVE] No, ma'am, you are absolutely unbelievable. Thank you very, very much. Thank you. Have a good day.
[AGENT][POSITIVE] No problem.
[AGENT][POSITIVE] No problem, Mr. [PII]. Well, I hope you have a wonderful day and thanks for calling APO.
[CUSTOMER][POSITIVE] You bet thank you so much bye bye.
[AGENT][NEUTRAL] Uh-huh, bye.