AccountId: 011433970860
ContactId: d8ee2142-714e-4d78-ac5a-54fe9d58edf6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 461529 ms
Total Talk Time (AGENT): 232995 ms
Total Talk Time (CUSTOMER): 197607 ms
Interruptions: 2
Overall Sentiment: AGENT=0, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/d8ee2142-714e-4d78-ac5a-54fe9d58edf6_20250224T20:28_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] with whom am I speaking and how may I help you?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] This is [PII]. Uh, I'm in, I'm down in [PII] and I was diagnosed with uh gland cancer that I'm gonna have to have surgery on Friday.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] I was just wondering what I need to do to start the process or what what I do from here I've never had I've never had it before of course but uh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right. So I can, so they diagnosed you with gland cancer.
[CUSTOMER][NEUTRAL] With what now?
[AGENT][NEUTRAL] You said they diagnosed you with gland cancer?
[CUSTOMER][NEGATIVE] Yeah, it's so, yeah, it's one of the glands that right up my face and it has, uh, I was, I was [PII] years diagnosed with Bell's palsy and I finally went to University of Alabama Birmingham and they, and they diagnosed me with, I did a biopsy, uh, about 2 weeks ago and it came back as cancer so they're doing surgery Friday and I'll be in the hospital 3 or 4 days.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so what's a good call back number for you in case we get disconnected, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, so I, I need your policy number.
[CUSTOMER][NEUTRAL] OK, let me see if I can find it, uh.
[AGENT][NEUTRAL] If you can, I have another way to look it up if you can't find it.
[CUSTOMER][NEUTRAL] 445,110
[CUSTOMER][NEUTRAL] I'm sorry, I'm talk funny, but that's far as the cancer. That's what.
[AGENT][NEUTRAL] Uh uh, I can hear you. I can hear you OK, all right? So you're fine. So yes, sir, what I'm gonna do is pull your policy up and then I'm gonna be able to assist you at that point with how you file a claim because that's what you need to know how to file a claim. So give me one moment.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I didn't know whether I need to, I didn't know whether I need to go do it at the hospital or or what.
[AGENT][NEUTRAL] OK, and you verified your name, verify your date of birth and your uh home address please.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] And my address is [PII].
[AGENT][NEUTRAL] Thank you for that information and the last piece of information is what's your email address?
[CUSTOMER][NEUTRAL] I, I think it's, I think, now, I've had this since I, uh, when I was working, but I think it's [PII].
[AGENT][NEUTRAL] That's correct. OK. So, all right, I can go ahead and tell you that what you need to do is fill out a cancer claim form, OK? And our cancer claim forms are found online. Do you have access to uh uh a computer?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so you will go to the website, let me know when you're ready to write this down.
[CUSTOMER][NEUTRAL] OK, I'm writing it down now fill out the form, OK.
[AGENT][NEUTRAL] OK, it's it's at [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh huh and when you go to that website, you're gonna click on claim forms.
[AGENT][NEUTRAL] And then you're gonna click on uh-huh the cancer claim form you'll have to print it and download it.
[CUSTOMER][NEUTRAL] 54.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And uh then you'll also need to submit the pathology report, OK?
[AGENT][NEUTRAL] And you get the pathology report.
[CUSTOMER][NEUTRAL] And I take that to the hot sweater?
[AGENT][NEUTRAL] You, you, the doctor that performed the biopsy should have that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Will they, will they do it for me or do I have to do all this myself?
[AGENT][NEUTRAL] You have to get all this information, yes sir.
[AGENT][NEUTRAL] You know if the hospital tell you they'll fax it, the fax numbers on the claim form and you can fax it to us.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And for your surgery.
[AGENT][NEUTRAL] You'll need an itemized bill.
[AGENT][NEUTRAL] What procedure codes?
[AGENT][NEUTRAL] Dates of service.
[AGENT][NEUTRAL] And charge out. And you'll need that from the doctor performing the surgery, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and that's what you need to submit to get your claim going.
[AGENT][NEUTRAL] First to review it.
[CUSTOMER][NEUTRAL] OK, uh, now I had to, I'm 225 miles away. Does my policy cover travel?
[AGENT][NEUTRAL] Let's take a look and see. I didn't see it when I just looked, but let me look again.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEGATIVE] I got to stay 3 nights, 4 days, so it's expensive.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] So let's see.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So it will cover transportation more than 50 miles on one way and you just said, um, you know, as long as it's more than 50 miles going one way and what you need to submit is the address to the facility, the full address with the, the, the number, the street, the city, the state, and the zip for review, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's it.
[CUSTOMER][NEUTRAL] OK. And I've been, uh, had to go once to see the doctor, wants to do the MRI and wants to do the, uh, biopsy, and now I'm going again.
[AGENT][NEUTRAL] So a biopsy is considered surgery. So you need an itemized bill from the physician that did that biopsy. Anytime we ask for an itemized bill, it should include what I just, I told you previously, dates of service, procedure codes, and charge amounts. Now, as far as doctor's office visits, this policy does not cover that, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I was, uh, now I had to when I get travel for all those times or not?
[AGENT][NEUTRAL] So we'll mhm.
[AGENT][NEUTRAL] You're only gonna receive travel if you're receiving chemo, radiation, immunotherapy, surgery.
[AGENT][NEGATIVE] Or a bone marrow transplant, that's it. This policy does not cover any, it does not cover any imaging either, so your, your MRI scan, that wouldn't be covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so, uh, they'll cover me going, may, uh, traveling to get the surgery done.
[AGENT][NEUTRAL] Yes sir, you just need to submit the physical address so we can do the calculation, OK?
[CUSTOMER][NEUTRAL] OK. What about, uh, overnight travel? Do I get any help on that?
[AGENT][NEGATIVE] No, sir, you don't have any lodging benefits, so you don't have a benefit that'll pay for hotel.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So that's about all I need to apply for, huh?
[AGENT][POSITIVE] Yes, sir. Mhm. That is correct. All right. OK. All right. You're welcome, Mr. [PII] and, and then you take care of yourself and if you need anything else, give us a call back, OK? Anything else I can help you with? You need anything else right now?
[CUSTOMER][POSITIVE] OK, OK, OK, well, thank you.
[CUSTOMER][NEUTRAL] I will
[CUSTOMER][NEUTRAL] I'll do it.
[CUSTOMER][NEUTRAL] I, I
[CUSTOMER][POSITIVE] Not right now, but, uh, I'm sure I'll call you with a question. I'll, I'm, I'll take this up to them. I'll get, I'll get them to help me fill it out. Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's fine.
[AGENT][POSITIVE] OK, thank you for calling APL Mr. [PII]. Take care. Bye-bye.
[CUSTOMER][POSITIVE] Good right