AccountId: 011433970860
ContactId: c56ee6b9-5131-4735-aef4-c61377e1e0bc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 467309 ms
Total Talk Time (AGENT): 153518 ms
Total Talk Time (CUSTOMER): 278766 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/c56ee6b9-5131-4735-aef4-c61377e1e0bc_20250506T19:33_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII]. Let me give you my policy number, uh, pertaining to cancer. I, I've had several claims for y'all as long as I've had this thing, and I may, I'm not sure, but I may have an additional claim coming up, because they did a biopsy on me for skin cancer today, but I do not remember the process I need to go through to file a claim. I know y'all changed it the last time. My policy number is 640744.
[AGENT][NEUTRAL] Alright, and I can definitely help you with filing a claim. And Mr. [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. I just need you to verify your date of birth.
[CUSTOMER][NEUTRAL] And a year
[CUSTOMER][NEUTRAL] OK. Are you in [PII] or [PII]?
[AGENT][NEUTRAL] Um, neither. I'm in [PII].
[CUSTOMER][NEUTRAL] OK, I just knew I used to file the claim at [PII], and then I got a change of address to go to [PII]. So that's where I mailed the claims, so that's still the case.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, sir, the claims do go to [PII] now, but they did used to go to [PII] though.
[CUSTOMER][NEUTRAL] [PII]. Yes, ma'am. OK, my date of birth is [PII].
[AGENT][POSITIVE] Thank you, and then just your mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. So you actually have two options. You can let your doctor or your provider know that you have this additional cancer policy and give them the policy number and our phone number and they'll be with us, or you can file the claim yourself, um, whichever you prefer.
[CUSTOMER][NEUTRAL] What I did is I, you know, I get with a doctor's insurance agent, and I know at one time I had to fill out.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Uh, I don't know, an employee statement, I think, and they had an attending physician statement and all at first notice was a claim, but it seemed like the last time I had a claim was back.
[CUSTOMER][NEUTRAL] In [PII], she's one of my last claim, I don't know if you can tell or not when the last claim was filed. This, I think the last claim I filed.
[AGENT][NEUTRAL] For this one.
[CUSTOMER][NEUTRAL] I had one file December, uh.
[AGENT][NEUTRAL] It
[CUSTOMER][NEUTRAL] [PII], no, the claim was 12-7-23. I think it was filed in [PII].
[AGENT][NEUTRAL] OK, it's this one. So yeah, um, so it has [PII] [PII] and [PII] are both on this claim. Um, we processed it [PII].
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Yeah, I got the check dated uh.
[CUSTOMER][NEUTRAL] [PII] or [PII]. And that's what I was trying to remember how I found it. I think, I think I did the doctor just sent in.
[CUSTOMER][NEUTRAL] Or she might have gave it to me and I mailed it in to y'all, but it was just, uh, they had to give you a pathology report. I know I sent that in with it and was there any what any other kind of, what other kind of paperwork I had to send just her bill.
[AGENT][NEUTRAL] Yes, yes, yes, just the report and the bill and um it looks like you mailed this into us.
[CUSTOMER][NEUTRAL] Yeah, I did. I remember doing that because they sent it to me and I was just wondering, did I need to fill out the uh.
[CUSTOMER][NEUTRAL] Uh it was some kind of statement. I think I got still got a blank 10 yeah, it was a claim you said send in a climate statement and uh.
[CUSTOMER][NEUTRAL] I guess that was it. I, I don't have to send that over, but the bill and the path a report.
[AGENT][NEUTRAL] Right, um, let me double check. I'm gonna pull up the claim form. Hold on one second.
[AGENT][NEUTRAL] Just to double check, so, so you.
[CUSTOMER][NEUTRAL] Or, or, or, or if I need any special information, just send me a written notice or directive of what I need to do in the future, you know, if I have to file any claims on it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So yes, that's all you'll need, um, your pathology report and then the billing.
[CUSTOMER][NEUTRAL] OK, I don't just they don't have to they they send in a climate report or just a bill of services rendered.
[AGENT][NEUTRAL] Um, so, on
[CUSTOMER][NEGATIVE] They should have a copy of it.
[AGENT][NEUTRAL] On the um claim form, there is a section like the statement of insured, but that's the only part that you'll have to fill out.
[CUSTOMER][NEUTRAL] OK, uh, I got a I got a claimant, I got a blank form that says a claimant statement.
[CUSTOMER][NEUTRAL] And the back is that's for disability attending physician statement is on the back of this form.
[AGENT][NEUTRAL] Attending physician?
[CUSTOMER][NEUTRAL] If this is the same for you.
[CUSTOMER][NEUTRAL] I got a form on the front says APL and the accidental health claim statement but not accidental health. And then the back side said attending physician statement, employee statement for disability.
[AGENT][NEUTRAL] Oh, OK, now.
[CUSTOMER][NEUTRAL] Attendant for
[AGENT][NEUTRAL] Yes, for the accident claim form, yes, that is on there. The cancer claim form is different though, um, it doesn't have as many parts to it.
[AGENT][NEUTRAL] Did you, do you use email?
[CUSTOMER][NEUTRAL] Yeah, but I'd rather you just mail it by US mail postal service.
[AGENT][NEUTRAL] OK, you want me to mail you some copies of the claim form?
[CUSTOMER][NEUTRAL] So I had to print it.
[CUSTOMER][NEUTRAL] Yeah, mail me a copy of the claim, a couple of copies of the claim form and, and the instructions of, you know, of what I have to do, and I give it to the doctor if and when I need it.
[AGENT][NEUTRAL] OK, so I'll go ahead and mail you out um a few copies of the claim form and on that first page there on the claim form, that's the instructions page. So depending on if you have to file something differently later, it'll tell you what you need based on what you're sending.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I just didn't remember. I know it wasn't as much detail as it used to be. I've had, I don't know, several forms of y'all. I mean, you know, y'all used to pay the annual wellness check, colostomy, but I'm above the age that you get that done, and my wife will have a mammogram that you paid it and then, but if I do have a skin cancer claim, y'all added the wellness, you know, in with a claim. OK, but that's all I needed to know is just in case I have to use it again. I hope I don't, but
[AGENT][NEUTRAL] I hope you don't either.
[CUSTOMER][NEUTRAL] Uh, I'd rather pay, yeah, I'd rather keep paying the premium, yeah, because y'all take, I pay my premiums through payroll deductions through the state of Alabama employees retirement system.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEGATIVE] I'd rather have it and not need it than need it and not have it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I appreciate it. Just mail it to me. You've got my mailing address [PII].
[AGENT][NEUTRAL] Yes, sir. So I'll go ahead and send the copies over to you now. Well, the request for the copies to be sent to you. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh ma'am, I'm glad I got a hold of you, OK.
[AGENT][POSITIVE] Alrighty, well, thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] I just happen to have the the basic dates and all of the claims I had and the.
[CUSTOMER][NEUTRAL] The information y'all since you know for the data services and all that kind of stuff provider and what have you. OK, well, thank you a lot.
[AGENT][NEUTRAL] Hm.
[AGENT][POSITIVE] You're very welcome. Well, thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Yes ma'am
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.