AccountId: 011433970860
ContactId: c2ddac08-faa9-424f-9f8c-6eca9f17d9cb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 835340 ms
Total Talk Time (AGENT): 397484 ms
Total Talk Time (CUSTOMER): 159867 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/c2ddac08-faa9-424f-9f8c-6eca9f17d9cb_20250324T15:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII], and I was calling, uh, my mother is, um, in hospice care, and I was just trying to cover my base with her policy. And, um, I found three different policies, so I'm not for sure what they're, what they're for.
[AGENT][NEUTRAL] OK, just [PII], let's take a look. Do you have a policy number we can start with one and just kind of go from there?
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK, go ahead whenever you're ready.
[CUSTOMER][NEUTRAL] 0162.
[CUSTOMER][NEUTRAL] 5503.
[AGENT][POSITIVE] All right, thank you so much. Let me take a look here, one moment.
[AGENT][NEUTRAL] All right. And then if I could get her first and last name, please?
[CUSTOMER][POSITIVE] I'm sorry. Say that again. I'm sorry.
[AGENT][NEUTRAL] That's OK. Can I just get her first and last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, let me try pulling this another way. And do you know, does it have any sort of date on it? Do you know if it's an older policy?
[CUSTOMER][NEUTRAL] It is an older policy. I believe she got it when she was working. I think the last day and I've left home now because I called and left the number where you have to call you back and no one called me back and it's been about two hours so I tried to call back and then I got you. So I was like, OK, well I please wrote the policy number down, but I think it was like in [PII] she may have gotten the policy.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Tha, what's the last name again?
[CUSTOMER][NEUTRAL] It's [PII] or [PII].
[AGENT][NEUTRAL] OK. [PII] or [PII]? OK.
[AGENT][NEUTRAL] And what's her first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Choice.
[AGENT][NEUTRAL] Yeah, this comes up with a totally different name on it. Let me try searching just by her name.
[AGENT][NEUTRAL] What state does did she reside in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] What is her date of birth?
[CUSTOMER][NEUTRAL] [PII] or [PII].
[AGENT][NEUTRAL] OK, I found her. Here we go.
[AGENT][NEUTRAL] All right. And then the last piece I need to verify, please, is what address would you have on file with us?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much. OK, so.
[AGENT][NEUTRAL] She has, it looks like one active policy with us. It's a cancer policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] And is that the 503 or the 502?
[AGENT][NEUTRAL] So let me give you this policy number because it did not come up with that what you had given me, but I can give this to you if you have something to take it down with.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, it's 767,150.
[CUSTOMER][NEUTRAL] OK, I have that number too. That was the one of the 3 that I have.
[AGENT][POSITIVE] Yeah, yeah, yeah, so that's the good one, and she's had it since [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and it looks like it's paid up through the beginning of next month.
[AGENT][NEUTRAL] Um, it looks like she does, um,
[AGENT][NEUTRAL] A payment.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] On this, let's see, it looks like every month.
[CUSTOMER][NEUTRAL] Yes, it comes out of her bank account monthly.
[AGENT][NEUTRAL] Yeah, it looks like it's 4150.
[CUSTOMER][NEUTRAL] Yeah, she had written it down. I saw that when she had written it down, but it, um, I, I'm, I guess my thing is this, what is it? It's a, it says it's a cancer policy.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] OK. She has cancer. So what does that mean? I'm sorry, I have no.
[CUSTOMER][NEUTRAL] Idea about any type of insurance or anything, but they're telling me that I need to go ahead and start making preparations and finding out about different things so I'm just trying to find out what this policy is for. Is it a a death uh policy? Is it a life?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] So, I believe, let me pull it up here and I can kinda give you, most of these policies um cover any sort of treatment, care. Um, some of them do have
[AGENT][NEUTRAL] Um, like a first occurrence benefit, meaning that like, uh, if, you know, when you're diagnosed for the first time, it pays like a lump sum type deal, so.
[CUSTOMER][NEUTRAL] OK, I, I read that on one. It was on the first number I gave you.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] So this plan has an internal cancer maximum benefit. It looks like it's showing.
[AGENT][NEUTRAL] $5000 I mean.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, let me see here.
[AGENT][NEUTRAL] So like her plan, like if she's under, you had said um like hospice care, like this plan will pay $50 a day for hospice care. It pays up to $9000 max for a covered person. Um, it does have benefits for, um, any sort of hospital confinement, drugs.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Surgery, um, all of those things, um, cancer-related would be, uh, something that you could claim on this. Honestly, the easiest way is if the provider themselves, meaning the doctor or the facility, will do the claims on your behalf for her because it is a lot of information.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, but you can definitely, um, submit the claims yourself, um, and those can be done online or they can be sent in the mail or faxed, you know, either one of those ways.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But if you don't have, if you weren't able to find a copy of this policy, do you have any of that by chance, or?
[CUSTOMER][NEUTRAL] I do, I do have the policy. That's where I was able to get the number from the last number, the, the 7 shorter number you gave me. I just had found the other two and I was just concerned as to what they were for. So those two were active.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Correct. Yeah. None of that is active. It looks like at one point, let me go back and look. She may have had, it looks, she did have, it looks like um some intensive care and like a, a life insurance, but all of that, none of that's been active since [PII], so.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Um, but on the policy, if you did find the this policy, the shorter one ending in the 7150, the scheduled benefits page is really the most helpful because that those pages really kind of break down exactly what's covered. It gives you the benefit amount and then what the limitation is for like how many days and what the max amount is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So the hospice, that would be, I mean, that's like, I mean, how would you find that? I mean, she's on it, so like.
[CUSTOMER][NEUTRAL] Would that be filed after or?
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Yeah, I mean, you can do it while she's receiving care, so the first thing that you would need is a claim form, so.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, do you have an email that I can send this form to?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] What's your email?
[CUSTOMER][NEUTRAL] You're ready?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] J E R at gmail.com.
[AGENT][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] OK, so what I'm gonna send you is the claim form with instructions on it as far as like what needs to be submitted depending on what you're submitting for it breaks it down on page one it tells you if you're submitting a claim for.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, like chemotherapy or radiation, it says we need an itemized medical bill and then an explanation of benefits from the primary insurance. So it will tell you what's needed with the form, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then on the form is our mailing address and fax number. I'll also include a user guide for the online service center so if you want to create a login for online and all of that um.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] For the policy, then you could do that also.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alrighty, I guess oh you said you're emailing me back.
[AGENT][NEUTRAL] All right, yeah, email's on its way to you. Um, do you have any other like questions or anything you can think of right now?
[CUSTOMER][NEUTRAL] Ma'am, um, like I said, just, um, saw those and wanted to find out about them, um.
[CUSTOMER][NEUTRAL] For them.
[CUSTOMER][NEUTRAL] What she had with that.
[AGENT][POSITIVE] Yeah, so definitely um that's the only one that I see with us and then if you have any questions once you get to doing any claims or anything, uh please feel free to to reach out we're happy to help, OK?
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. Have a good day.
[CUSTOMER][NEUTRAL] Mhm bye bye.