AccountId: 011433970860
ContactId: c0e18fbe-34a8-4fa0-8a26-5b26fb4049e5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 634200 ms
Total Talk Time (AGENT): 324108 ms
Total Talk Time (CUSTOMER): 292782 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/c0e18fbe-34a8-4fa0-8a26-5b26fb4049e5_20250617T16:52_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, [PII], I was hoping that I would get to speak with [PII]. She was the representative that I spoke with earlier this morning.
[AGENT][NEUTRAL] OK. Um, and may I have some information from you so I can, uh, let her, let you speak with her. Um, what is your name, what is your name, please?
[CUSTOMER][NEUTRAL] Sure thing.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what is your policy number?
[CUSTOMER][NEUTRAL] It's a double.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, my policy number is, sorry, I gotta pull the paperwork back out here. Give me just a second. Um, where did I go? OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Sorry, I have to look up. I have to find the paperwork.
[AGENT][POSITIVE] You're OK.
[CUSTOMER][NEUTRAL] OK. Um.
[CUSTOMER][NEUTRAL] OK, it is 253-9460.
[AGENT][NEUTRAL] OK give me just a minute, let me get this information pulled up here.
[AGENT][NEUTRAL] OK, now we have your name as [PII]. Did you say [PII] or [PII]?
[CUSTOMER][NEUTRAL] That's correct. [PII].
[AGENT][NEUTRAL] I apologize. I thought you said [PII].
[CUSTOMER][POSITIVE] No problem. Yeah, no, it happens a lot, no worries.
[AGENT][NEUTRAL] I I apologize.
[AGENT][NEUTRAL] What is your date of birth, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Now I'm gonna ask you these questions so we can get verification purposes, so that, you know, just for security, uh, please verify your mailing address.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And thank you, Ms. [PII], and let's get a good callback number. What is that in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII] I'm sorry [PII].
[AGENT][NEUTRAL] OK, and what is a good email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, Ms. [PII]. I really appreciate you providing this information for me. And you're wanting to speak with [PII], correct?
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, uh, give me one minute and let me see if she is available. Uh, and you're wanting to speak with her. OK, give me just a few more minutes, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sure thing. Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] All these people work from home. You are on hold.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Why did she bark?
[AGENT][NEUTRAL] I apologize, but [PII] is away from her desk right now. Um, is there maybe, maybe I can help you if if I can or I can always have her to give you a call back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well, I just sent her an email with the form that she requested, the claim form, and I wanted to be sure that she got it and that the copy was legible. And then I am also just to cover my bases, I'm trying to get my cancer claim processed. And so um they needed a clearer, evidently the medical records department at the hospital where I was diagnosed.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, needed a clearer or more legible copy of the claim form. And I have that, and I'm going to be at the hospital tomorrow. So I'm going to swing by there. And I'm also going to get all of my medical records. And I was wondering if there is an email or if I should upload them to.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] You know, I'm just, I want, I'm double checking because it's been well over a month. And so I'm trying to make sure that if I can assist APL in gathering any of that information, I'm, I'm more than happy to do it. So I, I, I can get those medical records and fax them to you all or whatever I need to do that just to make sure it gets taken care of quickly.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. I, I understand uh what you're saying, and I will let you know that it is a lot.
[AGENT][NEUTRAL] Uh, the service is faster with the hospitals and all the providers if you do obtain them yourself, um, and yeah you can either fax them or upload them into our website, um, have you set yourself up a a an account on our website to be able to upload those?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh yeah, and every time y'all tell me to do something, I am on it within 24 hours of being told what I need to do.
[AGENT][POSITIVE] Right, yes, and I would, I would recommend you, you obtaining those. I mean we're more than happy to get those, but it seems like.
[AGENT][NEUTRAL] It takes us forever for them to respond to us, um, at least 30 to 60 days or maybe more because it's like every time, you know, a lot of times when we order things, they're like, oh we don't want this, um, the authorization or this is wrong. So I do recommend our insurance to obtain that information if they possibly can so that it would expedite, uh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I can absolutely do that.
[AGENT][NEUTRAL] Great. And so, um, [PII] is not here or not available. She may be on break or at lunch right now. Do you still want her to give you a call?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, it's fine. Um, I will go ah[PII] and get all of those medical records from [PII]. I did have another question for you. Um, I was, I was told to fill out, um, a lengthy form naming every doctor, chiropractor, hospital that uh had treated me or I had been to in the 12 months before the beginning of my cancer plan.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] And so I did that, and I was told that um all of those uh doctor's offices would be receiving a letter from APL and that they would need to fill out that information and then return it. And as of yesterday, none of those offices had received anything through the mail.
[CUSTOMER][NEUTRAL] Um, they said the only, and when I talked to [PII], she said the only thing that, the only place they've requested records from was the Ross Breast Center at [PII]. And so I, I'm, I can get medical like a statement from all of those doctors that I was told to, to send the information to. I, I can do that as well, if need be. Um.
[AGENT][NEUTRAL] Well, if, um, that, I mean, like, I'm gonna look at something. OK, looks like we ordered something from breast Care Center that was on [PII].
[CUSTOMER][POSITIVE] That's correct. That would be what I'm talking about right now that I'm on that one right now and I can get those records tomorrow.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] You can, you can get those if you would like, but I can always um I can, I can always um there may be a possibility that they may have to order them themselves if maybe they see something in there that might be missing, um, but you can start with that if you want, but there is a possibility.
[AGENT][NEUTRAL] Um, we still may have to order them ourselves. Um, and then also, the only way we would pay for those medical records is that
[AGENT][NEUTRAL] We would have to request them ourselves for us to pay for those medical records. So if they charge you, if you get them yourself and they charge you, then we would not be able to pay for those records. So that's another thing that we always one of the reasons why we request them ourselves in case there is a charge, we'll be able to pay for those records.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, well, I'm sure that the charge if there would be one would be minimal and at this point it's, it's not a big deal for me to incur that expense if I have to.
[AGENT][NEUTRAL] OK. OK. Yes, and you can, you, if you would like, you can do that, but it's not always a guarantee that we may not need additional records cause we may see something. Well, they didn't get that information in there and we may have to order those anyways. So just please keep that in mind, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure. Mhm. Well, I know you've already made the order and hopefully now that um there is a legible form.
[CUSTOMER][NEUTRAL] But there won't be any issue would be my hope.
[AGENT][NEUTRAL] Yeah, OK, well, well, I will let [PII] know that we did speak, and I will make a fond note of our conversation that you are working on them and you are going to see what you can get, but also please keep in mind that, you know, it's not a guarantee that we may not need additional records if we see something in there.
[CUSTOMER][POSITIVE] Sure thing. And, and yeah, I, I will also, like I said, I have no problem at all if I need to get a doctor's statement from any one of those physicians, uh, the chiropractor, any of those people.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Well, that
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But uh they will let you know if they need something and there's not always a possibility we're gonna, if it's a chiropractor and you're filing for cancer, we're not gonna need those records for the chiropractor so they.
[CUSTOMER][NEUTRAL] Yeah, and that seems very strange to me that I had to list even my chiropractic care. Like, OK, whatever, whatever, I'll do it.
[AGENT][NEUTRAL] Yeah, what we
[AGENT][NEUTRAL] Well, we have the.
[AGENT][NEUTRAL] Yeah, we have to have that because so that we could just look at that and make that determination if we need it, but they're not gonna order records for a chiropractor.
[AGENT][NEUTRAL] Because they're not the one that's treating you or, right, right, yeah, I understand. And just, um, you know, just continue doing what you're doing right now. If we see that we need some, we'll something we'll let you know, um, otherwise we will order them ourselves.
[CUSTOMER][POSITIVE] OK, yeah, cause I was like, whatever I need to do, I'll do it.
[CUSTOMER][POSITIVE] All right alrighty well I appreciate your help thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Uh, my pleasure. Is there anything else I can help you out with, Ms. [PII]?
[CUSTOMER][POSITIVE] No, that's all today. Thank you so much.
[AGENT][POSITIVE] OK. Uh, you're welcome. You have a wonderful day and thank you for calling American Public Live. Thank you. Goodbye.
[CUSTOMER][NEUTRAL] You do the same.
[CUSTOMER][NEUTRAL] Sure thing. Bye-bye.
[CUSTOMER][NEUTRAL] It