AccountId: 011433970860
ContactId: ca4671bc-558a-4dee-b067-8200d2beff7b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 628539 ms
Total Talk Time (AGENT): 256038 ms
Total Talk Time (CUSTOMER): 241031 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/ca4671bc-558a-4dee-b067-8200d2beff7b_20250307T19:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, ma'am. This is [PII]. Ma'am, I had a policy with you all before. Uh, and I just wanted to make sure to see if I didn't have anything pending that I was supposed to submit at the time. I was going through chemo and treatments and surgery. So I'm not too sure if everything got submitted.
[CUSTOMER][NEUTRAL] And from one to what because I know I've run into some paperwork that's asking me for itemized bills, statements and everything and I just wanna make sure that I submitted everything.
[AGENT][NEUTRAL] OK, I can check your policy for you and see if there's anything else, um, and let you know the last date that we received anything. Um, can I please get your policy number?
[CUSTOMER][NEUTRAL] My policy number is 02226510.
[AGENT][NEUTRAL] OK, let me look up your policy real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, ma'am.
[AGENT][NEUTRAL] And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] I'm not too sure if you have my work email or is it my.
[CUSTOMER][NEUTRAL] Personal email, but if it's my work, it's [PII] or it's either [PII]. is it that Coin?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] That's correct.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then one last verification can you give me your phone number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you and Ms. [PII], if we get disconnected, is that a good number to call you back on?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] So I'm looking at your policy and it looks like the last reported claim was [PII] and that claim was paid direct deposit to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So there's nothing pending that is on my end for you, right?
[AGENT][NEUTRAL] No, ma'am. I do not see anything pending.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, because I know I, I've had, um,
[CUSTOMER][NEUTRAL] Doctor's visits and stuff. Can you tell me when was the last, uh, I know I don't have American Public Life Insurance company anymore, but can you tell me when is the last time we, I did have it or when it expired?
[AGENT][NEUTRAL] Yes, um.
[AGENT][NEUTRAL] Your policy was effective [PII] and it lapsed on [PII].
[AGENT][NEUTRAL] That was your policy, the [PII].
[CUSTOMER][NEUTRAL] August what?
[CUSTOMER][NEUTRAL] Oh, first, OK.
[AGENT][NEUTRAL] And that's the one that um was the GC 14 cancer policy with the policy number 2397768. And let me give you the other cause you've had two,
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then the first policy that you had with us was effective [PII] and lapsed on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And nothing was pending for me to file for y'all, right, other than if I had any doctor's visits after that.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I know I had March, April, May and June.
[CUSTOMER][NEUTRAL] I know I had some visits, but I don't know if I submitted them. Would it be too late already or?
[AGENT][NEUTRAL] No, there's not a timely filing limit on our policies. So as long as you were covered on the date of service, you can file your claims at any time.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK, that's what I wanna know. So then you show only that the last file I did was in [PII]. Can you tell me what that one was for?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And let me look at it.
[AGENT][NEUTRAL] We have to give it just a moment to pull in for us.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It looks like it was um for chemo.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And drugs.
[AGENT][NEUTRAL] At Valley Cancer.
[AGENT][POSITIVE] And it paid $450 direct deposit to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So that was an answer for and it was for it was dated [PII] or that was a service?
[AGENT][NEUTRAL] The service date was [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] [PII] thing.
[CUSTOMER][NEUTRAL] OK. And what about any other um
[CUSTOMER][NEUTRAL] Let me see um.
[CUSTOMER][NEUTRAL] Any other treatments that I had like lab work and.
[CUSTOMER][NEUTRAL] Port flushes and stuff like that, does that still get submitted to you?
[AGENT][NEUTRAL] Yes, you, you can send that stuff to us um what we'll do is we'll just run run the claim, run, run it through.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] If it's something that you've already submitted, then it'll come back and tell you that it's a duplicate.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And can you just briefly tell me how do I file this claim again because I know it's been a while um did I go online and submit this?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh yes, ma'am. You did.
[AGENT][NEUTRAL] Through the online service center.
[CUSTOMER][NEUTRAL] OK, what is the, so I go under American.
[CUSTOMER][NEUTRAL] Public life insurance.
[AGENT][NEUTRAL] Uh, you
[AGENT][NEUTRAL] No, you go to [PII].
[AGENT][NEUTRAL] Dot Amub.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I can even look and tell you what your username was.
[AGENT][NEUTRAL] If that'll help you, let's see.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] Oh wait, no.
[AGENT][NEUTRAL] You won't be able to do it through the online service center cause your policy is lapsed. Um, and you can only use it if your policy is still active.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So you'll need to file it either fax it in, let me give you that fax number.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Or you can mail it in at [PII].
[AGENT][NEUTRAL] 248.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that's in [PII] City, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the zip code is [PII].
[AGENT][NEUTRAL] And then let me give you the website where you can get the claim form.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] OK, ma'am.
[CUSTOMER][NEUTRAL] So then the last thing um you showed was that I submitted something for [PII], which was for the last chemotherapy that I had done.
[CUSTOMER][NEUTRAL] In [PII]
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mm OK.
[CUSTOMER][NEUTRAL] So let me go back and see.
[AGENT][NEUTRAL] It looks like, it looks like you uh submitted [PII] through [PII], [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] And then [PII].
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see that, that would be it.
[CUSTOMER][NEUTRAL] OK, so let me just go back and see if I have anything from.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I guess [PII], right?
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] That would be right.
[AGENT][POSITIVE] That'd be correct.
[CUSTOMER][NEUTRAL] OK, so from [PII].
[CUSTOMER][NEUTRAL] To
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] That's when
[CUSTOMER][POSITIVE] OK, ma'am. Thank you so much. Uh-huh.
[AGENT][POSITIVE] OK, you're very welcome Miss [PII]. You have a blessed weekend and thank you for calling APL. There's nothing else I can help you with today?
[CUSTOMER][POSITIVE] Have a good day.
[CUSTOMER][NEUTRAL] You too, ma'am.
[CUSTOMER][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] No, ma'am. That's it. Thank you. Bye-bye.
[AGENT][POSITIVE] You're welcome. Bye-bye, ma'am.