AccountId: 011433970860
ContactId: d78fe7d3-063e-40fa-a9af-a886a07480cd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1078969 ms
Total Talk Time (AGENT): 514985 ms
Total Talk Time (CUSTOMER): 512711 ms
Interruptions: 9
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/d78fe7d3-063e-40fa-a9af-a886a07480cd_20250430T16:20_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm trying to call and find out if I'm calling the right place to see if this policy is alive.
[AGENT][NEUTRAL] OK, yes, I can check and see if the policy is active for you. Can I please get your name and your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. My first name is [PII] Last name is [PII]
[AGENT][NEUTRAL] OK, and Miss Ebola is the policy for yourself or are you a provider?
[CUSTOMER][NEGATIVE] It is no it's for me.
[AGENT][NEUTRAL] For yourself, OK, and.
[CUSTOMER][NEUTRAL] So I have a letter from y'all. Is the is that anything important? Is that uh a policy number or is it starts with AMD?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] AMD, um, that does not sound like a policy number to me. Uh, do you see anything on the letter that says certificate number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] It's a shame how you pay for stuff and you don't know what you have. OK, so just, uh, OK, uh, OK, so anyway, hire, hire whatever you need to verify.
[AGENT][NEUTRAL] Uh, it's OK
[AGENT][NEUTRAL] OK, if you want to give me your social that'll pull in any policy that you have with us.
[CUSTOMER][NEUTRAL] OK [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you. Let me look that up real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], I think I have found you. Can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, thank you, ma'am and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, everything still should be the same, so my home number is [PII], and I'm calling you from that number. My address is [PII]. You could have [PII] or you could have [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Thank you and then one last verification can you give me your email address please? It looks like I have your work email.
[CUSTOMER][NEUTRAL] You probably do it's um.
[CUSTOMER][NEUTRAL] Let me sign in [PII], I can only do.
[CUSTOMER][NEGATIVE] Uh, wait, I'm so stressed, um.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] It's OK. Take your time.
[CUSTOMER][NEUTRAL] I can't think it's um E Alfred at yeah that's it. Alfred at DISD. um.
[CUSTOMER][NEUTRAL] I wait. Lord, help me. E, Alfred. I'm gonna write it down.
[CUSTOMER][NEUTRAL] At [PII].
[CUSTOMER][NEUTRAL] [PII] or [PII] that's it.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] I know, well you.
[CUSTOMER][NEUTRAL] I'm sorry, I just received this news today, so I'm just, my mind is like circling, yeah.
[AGENT][POSITIVE] Oh, goodness. I'm so sorry. I'm so sorry. I will.
[CUSTOMER][NEUTRAL] And it's only me that could do this, yeah.
[AGENT][NEUTRAL] Right, I understand. um OK, so I do show that you do have an active cancer policy with us and that's the only policy I'm showing active.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I have that and then I have disability insurance and I gotta find out how to get that information. I'm waiting on my HR people will call me back with all my stuff and of course when you need them, they, the voicemails come on, you know, so they have to, yeah, I just received this information now and then they like immediately you need to get in contact with the breast surgeon and you know and.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEGATIVE] Oh no. Oh no.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So
[AGENT][POSITIVE] I'm so sorry. I will definitely keep you in my, in my thoughts and my prayers, Miss [PII]. Everything's gonna turn out.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Wonderful. You're gonna be just fine. I, I feel it. You're gonna be all right.
[CUSTOMER][NEUTRAL] I hope so. I hope so. I don't wanna cry.
[AGENT][NEUTRAL] And I know, I know it's a shock. My sister, um, uh, had breast cancer and she is doing really well now and went through everything she had to go through. It's a, it was a process, but
[AGENT][POSITIVE] Um, there's so much stuff that they can do now to help you, so.
[AGENT][POSITIVE] You're, you're, you're gonna be OK.
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Well, Ms. [PII], is there anything else I can help? That's OK. That's OK. You'll be all right. You're, and you're gonna be in my prayers. I'm, I'm writing your name down so I can say my prayers at night. I can mention you in them.
[CUSTOMER][NEUTRAL] I'm sorry, I'm lost for words.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEUTRAL] OK. So, where do I go from here?
[AGENT][NEUTRAL] OK, so, um.
[AGENT][NEUTRAL] I'm gonna give you a website so you can start the claim process. If you, if you go to the doctor, you have any visits or anything like that, you can file claims. Um.
[AGENT][NEUTRAL] The
[CUSTOMER][NEUTRAL] OK, so I mean the.
[AGENT][NEUTRAL] Are you
[AGENT][NEUTRAL] Are you signed up on our
[CUSTOMER][NEUTRAL] The initial.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, go ahead.
[AGENT][NEUTRAL] Are you signed up on our online service center?
[CUSTOMER][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEGATIVE] I doubt it. I don't, I'm so old fashioned. I don't really do anything online.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] So, um,
[CUSTOMER][NEUTRAL] I don't even know how it works. I just know that almost 10 years ago, this HR lady was the one that talked me into getting it, and she says, well, you never know, and, you know, at that point in time, you feel like you're
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's true.
[CUSTOMER][POSITIVE] You're healthy
[AGENT][NEUTRAL] Right. I unders.
[CUSTOMER][NEUTRAL] And overall, I'm pretty um healthy, but you know, now this, but
[CUSTOMER][NEUTRAL] Uh, so anyway, I'm a person of creature of habit. If nothing is broke, I never change it. So I could continue to pay for it, you know, so, uh, yeah, so, and I'm still with the district. So, but anyway, yeah, today, so I need it. So how does it work? I don't even know how it works or, or anything.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. OK, so um the first thing that you're gonna do is sign up for our online service center and I'm gonna give you that address to go to so you can do that because you can see your, um your policy there, you can read your policy, you can get um your claims filed through there. It's just like a one stop shop to be able to do everything you need.
[AGENT][NEUTRAL] Um, as far as filing a claim.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you just let me know when you're ready to write down the address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I'm gonna write it on here. OK, so I'm ready.
[AGENT][NEUTRAL] It's secured S [PII]
[CUSTOMER][NEUTRAL] What is it?
[AGENT][POSITIVE] Secured
[CUSTOMER][NEUTRAL] What will wait, OK, what is it?
[AGENT][POSITIVE] It's secure, yes, [PII]
[CUSTOMER][POSITIVE] Secured
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Public
[CUSTOMER][NEUTRAL] OK, wait, wait, I'm sorry, I'm tripping all of myself. OK, secured. and then A [PII] and then.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Public [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I got it uh huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] When you go in there.
[CUSTOMER][NEUTRAL] OK, secure. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, you've got it. When you go in there for the first time you're gonna sign up as a new user.
[CUSTOMER][NEUTRAL] OK, uh huh.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] And then your second option you're going to choose is you're an individual with an APL policy.
[CUSTOMER][NEUTRAL] I'm gonna choose an independent.
[AGENT][NEUTRAL] Individual, your individual.
[CUSTOMER][NEUTRAL] Policy.
[CUSTOMER][NEUTRAL] Individual
[CUSTOMER][NEUTRAL] I choose the individual.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, with an APL policy, yes.
[CUSTOMER][NEUTRAL] Policy, uh-huh.
[AGENT][NEUTRAL] Then you'll decide what you wanna use.
[CUSTOMER][NEUTRAL] OK, so they don't pay you out directly you submit all your claims to them is that what's going on?
[AGENT][NEUTRAL] Right, you're gonna submit all your claims to our to our insurance company, then the claims specialist will uh process the claim on that website that I just gave you, you can put your information in if you want your payments direct deposited.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You can fill that in.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And they'll direct deposit the information, the um money for you.
[AGENT][NEUTRAL] After the claims are processed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, OK, because I also have regular insurance as well.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] So I would do it that way, right? I submitted all the claims but then they'll do a direct deposit into my account?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But everything it goes. OK.
[AGENT][NEUTRAL] So with
[AGENT][NEUTRAL] It all goes through that online service center um.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] When you get into the online service center and you sign up for it the first time, you're gonna choose claims and forms.
[CUSTOMER][NEUTRAL] Informs OK.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And then you're gonna choose the cancer claim form.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] And, and that first page on the cancer claim form, it is a cheat sheet. It, it tells you everything that you need to send in with your claim form.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And you'll probably have to send multiple claims as you as you progress and you get bills and things like that you'll have to and you you're seeing you'll probably have to do it several times.
[AGENT][NEUTRAL] But always refer back to that cheat sheet. I call it a cheat sheet, but it's just instructions that tells you everything that you need to send.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so, OK, and then you said my policy is on there as well, so what's the value of the policy?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, let me look at your benefits.
[CUSTOMER][NEUTRAL] I should have wrote all this down down but it's been in my.
[CUSTOMER][POSITIVE] Safe.
[AGENT][NEUTRAL] OK. So, and this is just to verify your benefits. It's not a guarantee of payment on your first occurrence benefit. When you first initially get diagnosed with cancer,
[AGENT][NEUTRAL] And you've got the pathology report will always have to be sent in to show that you've been diagnosed. That first payment is $5000. That happens one time.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And then, um,
[AGENT][NEUTRAL] That's, that is the base of your, of your plan. You also have cancer screening benefit that you can file on.
[AGENT][NEUTRAL] You have surgical benefits that you can file on?
[AGENT][NEUTRAL] And um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Let me, I'm gonna go ahead and pull up your policy so I can read everything for you.
[CUSTOMER][NEUTRAL] OK, so, uh.
[CUSTOMER][NEUTRAL] OK, I think they're gonna send me a letter, um, the breast center, the doctor that actually gave me the information today.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, I think for each step, my mam mammogram, the digital mammogram, the ultrace.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] And then I had the biopsy done last Friday, so they just gave me the results, um.
[CUSTOMER][NEUTRAL] I think they sent me hard copies, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] In the mail.
[CUSTOMER][NEUTRAL] Um, after they told me, so I, I have the first couple, um, I don't have, of course, I don't have today but I have my chart that I signed in.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And I haven't did that today, but after I talked to him.
[CUSTOMER][NEUTRAL] Um, but I'm sure either way it goes, they have to give me something in writing showing that right.
[AGENT][NEUTRAL] Yes ma'am, yes ma'am, and then you would upload that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, when you do your claim, you would upload that information that that first page asks for.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Into the online service center that you're gonna sign up for.
[AGENT][NEUTRAL] And then you would uh download and submit your claim, you can do it all through there.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so I would do that for the first part of it?
[AGENT][NEUTRAL] Yes, ma'am. Once you have that, um.
[AGENT][NEUTRAL] Um, pathology report stating that you have cancer.
[CUSTOMER][NEUTRAL] Uh huh
[AGENT][NEUTRAL] Then then you can start submitting all of your claims.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, if I have any questions I need help, um, is there another number I could call or?
[AGENT][NEUTRAL] You can call this one if you have questions as you're doing the process we'll walk you through it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that sounds good. OK, so can I have a policy number?
[AGENT][NEUTRAL] And, and when you see.
[AGENT][NEUTRAL] When
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] The policy number is 253.
[CUSTOMER][NEUTRAL] OK, wait a minute.
[AGENT][NEUTRAL] 13.
[AGENT][NEUTRAL] 73.
[CUSTOMER][NEUTRAL] I'm sorry, wait, wait, wait, 2, I'm sorry, 253.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] It's OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 13.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] 73.
[CUSTOMER][NEUTRAL] OK, 253-1373.
[AGENT][NEUTRAL] Yes, that's correct and when you get in there and you pull up your um.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] Your policy
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] You're gonna go to the schedule of benefits.
[AGENT][NEUTRAL] It's on page page 18.
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] And on that schedule of benefits.
[AGENT][POSITIVE] It breaks down for you exactly what your policy covers and how much the amount is.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, but I have to sign up for everything and then start going into stuff like that, right?
[AGENT][NEUTRAL] Right. When you sign up for the online service center and you wanna look at your policy, you're gonna click on your cancer policy and they'll pull up your, your policy for you so that you can read it.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, I'll do that later on. OK, so at least I know that that exists, so, OK, now I gotta figure out.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Where my disability insurance is.
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEGATIVE] This is a mess, OK.
[AGENT][NEUTRAL] I'm not showing that you have it with us. I checked because you had said that you have it, but I don't show that it's covered through us.
[CUSTOMER][POSITIVE] Yeah, I do.
[CUSTOMER][NEGATIVE] Yeah, uh, I believe that it's all of this was with the Harvard, and I think that they sold off.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And put it with you you guys because I have a letter from Hartford. I had a letter from you guys.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I guess you guys picked it up and I know the Hartford.
[CUSTOMER][POSITIVE] Um, probably has my disability. I had, um, broken my, uh, Achilles in [PII]. Yeah, God is good because he recovered me without um surgery. I didn't think I was gonna be able to walk again. So, but, um, yeah, it is.
[AGENT][NEUTRAL] Oh gosh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] That is awesome. Yes, God is good, and he's gonna be good through this too.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I hope so. So they told me there was one climeter, so, um.
[AGENT][POSITIVE] He is because he loves you.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] That's good. OK, so the Hartford um was the one that helped me the last time and I continue to keep it. So it still should be live. So yeah. So, thank you so much for your time. I really, truly appreciate your help. It's, it's nice to be on the other end and you know, cause I used to be in customer service. I was um
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Good.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] You're so very welcome.
[CUSTOMER][POSITIVE] One of the managers for Capital One for 30 years and providing services for, you know, people and it's nice to be on the other end with somebody to take the time and, and help you, you know what I'm saying? So I appreciate it.
[AGENT][POSITIVE] Oh wow.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, yes. Well, thank you. I'll take that as a compliment. Thank you so much.
[CUSTOMER][POSITIVE] Yes, it is a compliment.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Yes, thank you so much. You have a great day. OK, bye bye.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] You too, Ms. [PII]. Thank you so much for calling APL. You have a wonderful rest of your week.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.