AccountId: 011433970860
ContactId: be68848f-dddd-49bf-8af8-44adb40c7fe2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 736549 ms
Total Talk Time (AGENT): 162472 ms
Total Talk Time (CUSTOMER): 282204 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=-1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/be68848f-dddd-49bf-8af8-44adb40c7fe2_20250606T21:27_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, [PII]. Uh my name is uh [PII], and uh I have my policy number. Do you want to look that up?
[AGENT][POSITIVE] Oh yeah, that'd be great.
[CUSTOMER][NEUTRAL] It's 022450007.
[CUSTOMER][NEUTRAL] Oh yeah
[AGENT][NEUTRAL] OK, [PII], and can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then your address and email address.
[CUSTOMER][NEUTRAL] [PII] and my email address is [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, and then how can I help you today?
[CUSTOMER][NEGATIVE] OK. So my husband passed away in um December and I have not been able to deal with the cancer, uh stuff. It's just been the whole time he was sick, I was working and then um I did retire, but then he steadily declined and I just didn't have time.
[CUSTOMER][NEUTRAL] So my daughter's with me right now and we're trying to go through this and trying to do it right. I have called you a few times and
[CUSTOMER][NEGATIVE] I, I could just honestly tell you this, my state of mind has not been great dealing with this. And so I just want some more guidance with my daughter sitting next to me to help me to know exactly how I have to go about this. The last person I talked to was, uh, well, one of the last people I had talked to somebody named [PII], um, and this is what confuses me.
[CUSTOMER][NEGATIVE] Uh, she told me that I have to do, or one of the people that I talked to said I have to do separate forms for um each procedure. It's just very, very confusing and then she gave me 12345 policy numbers because my policy number changed over the years.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So it's like I have a policy number from [PII]. I have another policy number from [PII], then another policy number for [PII] to 24. Then I have another one from [PII]. Then I have another one from [PII] onwards. So,
[CUSTOMER][NEUTRAL] I would like with my daughter sitting here, if you could walk us through what do we have to do.
[CUSTOMER][NEUTRAL] So very
[AGENT][NEUTRAL] OK. Um, let me get your most recent policy. Let me see, just a second.
[AGENT][NEUTRAL] Um, do you have the documentation gathered up like
[AGENT][NEUTRAL] Um, itemized bills, um, that show like dates of service, charges, diagnosis, all that, OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Uh-huh. Yeah, yes.
[AGENT][NEUTRAL] Um, let me pull up your most recent account.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK. Um.
[AGENT][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Hey, where's this?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] No, it's OK. You can continue.
[AGENT][NEUTRAL] Um, what dates of service do you go back to? Like, how, um, how far back are we going?
[CUSTOMER][NEUTRAL] He was, he was diagnosed in [PII].
[AGENT][NEUTRAL] Right, OK, [PII]. OK.
[CUSTOMER][NEUTRAL] Mhm. Yes, ma'am.
[AGENT][NEUTRAL] OK, so you'll, you'll have [PII], is that right?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] It's probably something.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] it
[AGENT][NEUTRAL] Uh, it looks like you have 4 different policies, um.
[AGENT][NEUTRAL] Policy numbers
[AGENT][NEUTRAL] Um, do you just have one policy that you pay for?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Are you
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, can I place you on a brief hold?
[CUSTOMER][NEUTRAL] I don't.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Wow
[AGENT][NEUTRAL] And
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK thank you for holding sorry about that. I'm I'm trying to determine if since you have a current account, I'm trying to determine if we can, you could just upload everything on our portal um I can walk you through creating an account.
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] And then you can just.
[CUSTOMER][NEUTRAL] Oh, I have, I have, I already have an account, but it's so much stuff, [PII], that I thought it would just be easier to send a paper copies of it. Do you understand?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, um, do you have, so on the portal you could just upload in bulk.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] In bulk and stand on your sta I know.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] So like uh several pages together.
[CUSTOMER][NEUTRAL] All right, but um
[CUSTOMER][NEUTRAL] OK, so then, but do I have to separate it within those policies, like each one separate?
[AGENT][NEUTRAL] That's why I'm waiting to see. I'm checking with someone to see if we can.
[AGENT][NEUTRAL] Cause I would, if we have all of.
[CUSTOMER][NEUTRAL] I mean we were hoping that we wouldn't.
[AGENT][NEUTRAL] I know, if we, so in in my mind, if we have all the necessary information, we should be able to sort it out accordingly and apply it to the appropriate account.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][MIXED] I mean, that would be wonderful. So I think that's one of the things, I mean, plus this is just very emotional and very hard for my mom and for all of us to do because of the situation. But so it's very overwhelming because I mean, you realize how many he had two different oncologists. We had chemo done in two separate places. It's hospital stays. It's a lot of different bills. So she has she went through everything and pulled every itemized bill.
[AGENT][POSITIVE] Oh, I absolutely
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] And got all the data together, but if we have to start filling out and separating per policy, that's gonna, it's a lot.
[AGENT][NEUTRAL] I understand, yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You want, do you want to call us back, [PII]?
[AGENT][NEUTRAL] Yeah, yeah, let me, let me double check on this and if, if, if by chance I can't reach you back today, what is a good callback number, uh, Monday and what's a good time?
[CUSTOMER][NEUTRAL] Uh, you could call any time, the same number that I just gave you.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] That's the [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, let me see what is the absolute easiest way to do this and then because we, we definitely don't want it to be um overwhelming or exhaustive because I understand that it is a lot to go through. So, um, so let me let me figure out what the best action is and then when I get that figured out I'm gonna give you a call back, OK?
[CUSTOMER][POSITIVE] OK, thank you so much. I appreciate it. Alright, thank you so much. Alright, alright, thank you. Alright, thank you.
[AGENT][POSITIVE] OK. Thank you for calling APR. Have a good evening. OK.