AccountId: 011433970860
ContactId: c6bed2b1-51e4-427c-a40b-5d0eeb210c45
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 348160 ms
Total Talk Time (AGENT): 109384 ms
Total Talk Time (CUSTOMER): 110073 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/c6bed2b1-51e4-427c-a40b-5d0eeb210c45_20250429T19:35_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] My name is [PII]. Um, I just had a question. My husband has, um, I guess a cancer benefit insurance and he currently has cancer, and we got the form from the school district, um, but we're unclear as to when we are to fill it out. Are we to fill it out like now while he's actively like taking chemo or do we fill it out after our treatment is done?
[AGENT][NEUTRAL] Um, you can fill it out as if you have access to the information we need, like we'll need like the, the dates of service that he's being seen for chemo, um, the diagnosis, the charges, where he's being seen. So you, you can either wait till the end or you can submit it as it goes on if, if you can get the information um for the claims, so.
[CUSTOMER][NEUTRAL] OK, so, and this, does this benefit, does, does it help, does it help us pay for these bills?
[AGENT][NEUTRAL] Um, do you have his policy number?
[CUSTOMER][NEUTRAL] I don't.
[AGENT][NEUTRAL] OK. And do you have the last name?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the first name?
[CUSTOMER][NEUTRAL] Uh, first name, [PII].
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][NEUTRAL] It has
[CUSTOMER][NEUTRAL] Give me a minute.
[AGENT][NEUTRAL] OK, hold on just a second.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] OK, getting that pulled up. Sorry, it's running a little bit slow.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Can you transfer it over to.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And do you have a good callback number, Ms. [PII] in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, yes, [PII].
[AGENT][POSITIVE] Great, thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] OK. Do you have his date of birth?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] And what is your address?
[CUSTOMER][NEUTRAL] Um, probably on [PII].
[AGENT][NEUTRAL] Um, looks like I have a different address.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] OK so I have to call here.
[AGENT][NEUTRAL] OK, so anything I quote is not a guarantee of payment, it's just a basic outline of the policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so,
[AGENT][NEUTRAL] For chemotherapy, there's a benefit of up to $20,000.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It would be for radiation, chemo, or immunotherapy, and that's in a 12-month period.
[CUSTOMER][NEUTRAL] OK, and does the 12 months, does it follow the schedule of.
[CUSTOMER][NEUTRAL] Like for example, our, um, his insurance starts over in September. So is that a year or is it a year from when he was diagnosed?
[AGENT][NEUTRAL] a year from when he was diagnosed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then for the diagnosis, we just need you to submit like a pathology report.
[AGENT][NEUTRAL] Showing the diagnosis.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so, uh, another question, um, are they able to see possibly need 6 rounds of chemo, and that would take, I think through September. Um, so if we file now, do we just like keep giving you like updated information since you're gonna have more treatment after now.
[AGENT][NEUTRAL] Yes, yeah, you can just, as you receive the claim information, um, like I said, which would include, you know, the date of service you've seen, how much it costs, the diagnosis, and where he was seen, you can just keep submitting those claims to be processed under the benefit.
[CUSTOMER][NEUTRAL] OK. All right, so does it just cover the chemo and immunotherapy and radiation, does it cover like any hospital stays or anything like that?
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] Um, it doesn't cover any hospitalization.
[AGENT][NEUTRAL] Uh, it does cover, there is a surgical benefit, um, if surgery has to be done.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, that's up to 6000 per operation.
[AGENT][NEUTRAL] Um, but no, there's no, uh, benefit for like hospitalization, so.
[CUSTOMER][POSITIVE] OK, perfect. OK um all right um thank you so much.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you, bye bye.