AccountId: 011433970860
ContactId: d9ff3e6f-2627-4e71-9207-7b70d8e5184c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1260479 ms
Total Talk Time (AGENT): 393555 ms
Total Talk Time (CUSTOMER): 475270 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/d9ff3e6f-2627-4e71-9207-7b70d8e5184c_20250415T15:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. My name is [PII] and um, our policy is under my husband's name, [PII], and I just wanted to know if we had the right forms and stuff for me to send in a claim with y'all. Can you check to make sure I have the right policy number and everything?
[AGENT][NEUTRAL] Yes, ma'am. Uh, what is the policy number that you have on you?
[CUSTOMER][NEUTRAL] 702136
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] And then [PII], what's a good callback number in case our call gets dropped?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK. And then what is your date of birth?
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[AGENT][NEUTRAL] OK. And then your husband's date of birth?
[CUSTOMER][NEUTRAL] On [PII].
[AGENT][NEUTRAL] OK. And then the mailing address we have on file?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK perfect and the email address?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So, it looks like this is a cancer policy.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And it looks like this policy is active.
[AGENT][NEUTRAL] And then were you wondering about a claim number?
[CUSTOMER][NEUTRAL] No, ma'am, I was just wondering to make sure that that was the right uh policy number because for some reason in my um
[CUSTOMER][NEGATIVE] Files I had 22 policy numbers and I think what happened was we, I don't know we upgraded the policy to make it a little bit better and I didn't know if they gave us another policy number or not so I'm just gonna get rid of this uh 630851 form.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Uh, because that, that was the other one that I had.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me see. I can locate all of your policies. Just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So it looks like you do have another policy and it is also active. Let me see what kind of policy this one is.
[AGENT][NEUTRAL] OK, and then you have another policy that is active and this one is intensive care.
[AGENT][NEUTRAL] Uh, coronary care policy.
[CUSTOMER][NEUTRAL] OK, the 6
[CUSTOMER][NEUTRAL] OK, is that the 630851-1 or?
[AGENT][NEUTRAL] No, ma'am. This is
[CUSTOMER][NEUTRAL] Or or is there a different policy mm.
[AGENT][NEUTRAL] This one is 743781.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] 743781, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Uh, and I guess that's what we added on when we, uh, see, I didn't know we had two different policies, so hopefully that will never have to be used with intensive care, but if it is, um, I, I guess we'll just have to, uh, remember that we have that one.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, it's available.
[CUSTOMER][NEUTRAL] Uh, so if, because my hus, OK, so if my husband, uh, he had some, um, skin cancer removed and stuff, so I just need to file that under the 702136 number policy.
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK. All right. So that, that's what I'll do. And can you look to see if um uh the last time I saw my wellness with my mammogram and uh my gynecologist appointment, I think they're just called wellness appointments.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Do you see where the last time I sent in one?
[CUSTOMER][NEUTRAL] I'm bad about not doing it every year.
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] Did you send it into the cancer one or did you send it into?
[AGENT][NEUTRAL] The other policy. Um.
[CUSTOMER][NEUTRAL] I think I sent it into the cancer one the 702136.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Do you know, do you know roughly the date of service?
[AGENT][NEUTRAL] That this was performed?
[CUSTOMER][NEUTRAL] It, it would have probably been toward the end of the year like uh uh [PII].
[AGENT][NEUTRAL] Of last year?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, the last claim that you have filed for this policy was in [PII], so that one is not on here.
[CUSTOMER][NEUTRAL] That was probably when I had my um
[CUSTOMER][NEUTRAL] Hm, 2023.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Because I had colon cancer back in [PII].
[CUSTOMER][NEUTRAL] 21, I believe.
[AGENT][NEUTRAL] Let me check your other one and see.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] If it was filed under that one.
[CUSTOMER][NEUTRAL] Because I know I have everything in my folder, but
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And my husband must have cleaned out the folders and find them.
[AGENT][NEUTRAL] Um, so, on the other policy, the 743781, I do see a claim that was filed last March.
[CUSTOMER][NEUTRAL] OK, let me see this.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] What was the number of that claim, that policy number?
[AGENT][NEUTRAL] It was the 743781.
[CUSTOMER][NEUTRAL] 7
[CUSTOMER][NEUTRAL] What was that claim for?
[AGENT][NEUTRAL] Mm, let me see.
[AGENT][NEUTRAL] Uh, sorry, my computer is loading.
[AGENT][NEUTRAL] I'm not sure. It doesn't tell me exactly what it was for. Um, let me check the, the policy numbers that aren't active. What was that other policy number that you had? We might have filed that, that claim, um, under that policy that's no longer active.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] 630.
[CUSTOMER][NEUTRAL] 851.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Oh my, yes. So for this one, it looks like.
[AGENT][NEUTRAL] You had a mammogram back in [PII] and that was paid, but I'm not seeing from last year.
[CUSTOMER][NEUTRAL] OK, so that's an old policy. Um, I should do away with that number?
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 630851. I don't know why I have 3 policy numbers.
[AGENT][NEUTRAL] Uh, so I wouldn't file any new claims since it's no longer active, but let me see when this policy became no longer active.
[AGENT][NEUTRAL] Because you can submit claims if it was before.
[AGENT][NEUTRAL] The day that um
[AGENT][NEUTRAL] It lapsed, so.
[AGENT][NEUTRAL] Looks like this policy was was no longer active on [PII]. So,
[AGENT][NEUTRAL] Uh, personally, I mean, you can keep this policy number on you if you'd like, but
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Uh, we're not gonna pay any claims on it because, yeah, [PII] is a long time.
[CUSTOMER][NEUTRAL] I'm not going to.
[CUSTOMER][NEUTRAL] Yeah, yeah, I'm not, I'm not.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I'm not gonna, I'm not gonna keep that one, so the, the two, I mean the 702136 policy, that's mostly the cancer policy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you can see where we've claimed a couple of times on that probably.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Don't know about this intensive care. That may just be when we open, we, we like.
[CUSTOMER][NEUTRAL] When was that one, the intensive care one done, uh, the [PII], you see that policy number? I mean when we, uh, I guess.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] Opened up that one.
[AGENT][NEUTRAL] Yeah, I'll pull it back up for you see.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] So it looks like the effective date is [PII]. So you guys started this back in [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, sorry, [PII]. I don't know why I was seeing the [PII].
[CUSTOMER][NEUTRAL] OK, because I was thinking to say that's when we probably upgraded and um.
[CUSTOMER][NEUTRAL] And changed it because we were still working at that time.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, because we retired in [PII].
[CUSTOMER][NEUTRAL] [PII] I think. So that's probably what we did. So I'm kind of confused. So if we
[CUSTOMER][NEUTRAL] All our cancer policy all our cancer forms need to be sent to the [PII].
[CUSTOMER][NEUTRAL] [PII] form or what if we get it confused and send it to the wrong one will they boot it to the other one?
[AGENT][NEUTRAL] Yes, since
[AGENT][NEUTRAL] No, you'll have to resend resend in all the documentations to the cancer policy. So,
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] So anything cancer related, send it to the [PII].
[CUSTOMER][NEUTRAL] OK, and is there any way that we could get.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] What policies we have like, uh, is there any way that you could email me or so I can kind of get, I have a little booklet here but uh that was stated.
[CUSTOMER][NEUTRAL] It's not a day on it.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Did you send any documents to the cancer policy yet?
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] Yes, I've sent several to them.
[AGENT][NEUTRAL] OK. Uh, did you send any to this other policy, the 743781?
[CUSTOMER][NEUTRAL] I, I don't believe I have because I, I never, I, um.
[CUSTOMER][NEGATIVE] I never knew we had that number until today because none of my forms have that number on it.
[AGENT][NEUTRAL] OK. OK. I'm just making sure because we, we can um request those documents to be sent to the right policy. So I was just making sure.
[CUSTOMER][NEUTRAL] Because can you look up to see what what was the last claim we did on the cancer policy the 702136?
[AGENT][NEUTRAL] Yeah, of course.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, so it looks like the most recent one was [PII].
[AGENT][NEUTRAL] And I think that was for colonoscopy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. And it looks like we paid that one.
[CUSTOMER][NEUTRAL] And you also pay for my um.
[CUSTOMER][NEUTRAL] Surgery too that I had back mm I'm not quite sure when that was.
[AGENT][POSITIVE] Oh, that's nice.
[CUSTOMER][NEUTRAL] Probably in
[CUSTOMER][NEUTRAL] Uh, [PII], probably in June or July, I think it was July.
[CUSTOMER][NEUTRAL] Of that night.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] Yeah, I see, I see a [PII] where we, we paid a pretty large sum.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Well, that one was for you, but.
[CUSTOMER][NEUTRAL] It was 200.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Correct, OK, so what I'm gonna do is I'm going to, uh, because my husband, like I said, he just had some, um, skin cancer removed, so I'm gonna file that on the 702136, um, and I guess these forms are up to date, uh, that I have, um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, is it the cancer claim form?
[CUSTOMER][NEUTRAL] Uh, it's the American Public Life Insurance Company form. It's got the policy number on it.
[AGENT][NEUTRAL] OK. Does it, what does it say at the top? Does it say cancer claim form?
[CUSTOMER][NEGATIVE] It does not. I've never had one that says cancer claim form. They've always just been American Public life company. Uh, why do you need to send me some of those forms?
[AGENT][NEUTRAL] Yes, uh, let me see.
[AGENT][POSITIVE] So the cancer claim form, it will state everything that you need to send in to file a claim for cancer. So I think this would help.
[CUSTOMER][NEUTRAL] Yeah, no, I, I don't have any. I don't have any of those forms. Never have. I don't get it. Oh wait, let's see, here it is, uh, important copy of poli uh uh submit the copy of pathology report claim if it's claimed due to cancer, is that, is that what the form says?
[AGENT][NEUTRAL] Yes, it should say.
[CUSTOMER][NEUTRAL] Just says it
[AGENT][NEUTRAL] At the very top, cancer claim form.
[AGENT][NEUTRAL] Let's see, it has 4 different, it has 4 pages.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It does have a pathology report on it as well.
[CUSTOMER][NEUTRAL] Now, this is just one, this is just one
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, form.
[CUSTOMER][NEUTRAL] It's not even front and back. It's just uh.
[CUSTOMER][NEUTRAL] And then I attached all of the documents that the doctor had given me yesterday. I was gonna attach all of that pathology report, all of that, the, the surgery and the surgery that they did and everything else.
[AGENT][NEUTRAL] OK, yeah, it says on the cancer claim form.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Um, you can fill out this cancer claim form and you can also attach the pathology report.
[AGENT][NEUTRAL] When filing this claim.
[AGENT][NEUTRAL] So, I can send you this cancer claim form so you can attach it to that pathology report.
[CUSTOMER][POSITIVE] Yes, I wish you would.
[AGENT][NEUTRAL] OK. Would you like it?
[CUSTOMER][NEUTRAL] Yeah, I wish you would because I don't know. I'm sorry, go ahead.
[AGENT][NEUTRAL] Sorry, go ahead, you're fine.
[CUSTOMER][NEUTRAL] So this American Public life insurance company form that I've always filled out.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, it's not the right form. Accident and health claim statement is what it's called at the top.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] That should just be for accidents.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] Yeah, but yeah, we don't cover me. isn't my policy just for, uh, cancer?
[AGENT][NEUTRAL] Yes, the, the one that you provided, that, that policy is for cancer.
[CUSTOMER][NEUTRAL] OK, alright, so, so can you, can you email me the form or can you mail it or which way is the easiest?
[AGENT][NEUTRAL] Mhm, I would suggest email just because it's faster, if that's OK with you, or we can send it through the mail too.
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] No, just send it, um, just email it to me please.
[AGENT][NEUTRAL] OK. Uh, yes, it'll state everything that you need at the top and it'll just make it a little more clear too. Let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and the, the email that we have on file is [PII].
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] OK. Is that a good one to send this form over to?
[CUSTOMER][POSITIVE] It is. Thank you. Mhm.
[AGENT][POSITIVE] OK, of course. OK, and I'll send that right over. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Uh, not, no, not, not right now. Thank you for your help.
[AGENT][POSITIVE] Oh, of course, anytime. And thank you for calling APL [PII]. I hope you have a good day.
[CUSTOMER][POSITIVE] OK. OK, you too. Thank you. Bye-bye.
[AGENT][POSITIVE] OK. You're welcome. Goodbye.