AccountId: 011433970860
ContactId: da62b29b-0aac-4af8-a55a-5ef4893546f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 851250 ms
Total Talk Time (AGENT): 375837 ms
Total Talk Time (CUSTOMER): 512545 ms
Interruptions: 5
Overall Sentiment: AGENT=1.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/da62b29b-0aac-4af8-a55a-5ef4893546f4_20250328T15:21_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. I just wanted to make sure I'm gonna mail in a claim and I've got the doctor stuff and all that together. I just wanted to make sure that I, I send it to the [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That is the correct address for claims.
[CUSTOMER][NEUTRAL] OK, now what do I need to? Is there anything else? I've got the um all the forms from the APL. I downloaded them all and, you know, it's got all my name and stuff on there, but is there anything else that I need to include like possibly on a cover.
[AGENT][NEUTRAL] Well, I
[AGENT][NEUTRAL] Yeah, I can help you with that. What is your policy number? Do you have that available?
[CUSTOMER][NEUTRAL] Pardon?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Probably I don't know.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't know. I don't know. Um, does it have a policy number on here on the form that I filled?
[AGENT][NEUTRAL] If you
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, um, I've got my social security number.
[AGENT][NEUTRAL] All right, I can look it up by that. What's the social?
[CUSTOMER][NEUTRAL] OK, uh [PII].
[AGENT][NEUTRAL] And what is your name, please, ma'am?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And can you verify your current mailing address, email, and phone number?
[CUSTOMER][NEUTRAL] Yes [PII] phone [PII] and what else did you ask?
[AGENT][NEUTRAL] Uh, email looks like we have your work email on file.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] At mm fine so at [PII].
[AGENT][NEUTRAL] Perfect thank you and you know another option to submit claims is we have a portal if you create a login and password on that portal, you can upload claims directly online.
[AGENT][NEUTRAL] So that's an option for you.
[CUSTOMER][NEUTRAL] Oh
[AGENT][POSITIVE] You wouldn't have to worry, you wouldn't have to worry about uh mailing it in. Um, our website is secured.a.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, spell that just [PII] [PII]
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm. [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And when you go in you'll just sign in as a new user.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Sign. I'm just writing it down sign in as a new user, uh huh.
[AGENT][NEUTRAL] Mhm. And then it's gonna ask you some questions choose answer one. It'll say I'm an individual with an APL policy that's what you'll need.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then it'll take you to the next page to enter your information where it says social or medical ID if you'll need to put in your social.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then social security number, OK, alright.
[AGENT][NEUTRAL] Mhm. When it asks for your email, now we have your work email on file, so be sure to use that one or if we need to update it to personal either way.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] No email I'll just at work, yeah, that's fine.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I can do that now. Do I have a and do I need to have a thing for my policy number?
[AGENT][NEUTRAL] I can give you your policy number.
[CUSTOMER][POSITIVE] Oh perfect OK.
[AGENT][NEUTRAL] The policy number is 254.
[AGENT][NEUTRAL] 9154.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And once you have that account created, you can click on your policy number, it will view the um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You can be your policy certificate and see what's covered as well.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Right, right, right, and I had downloaded and printed all that, but when I go to the secure [PII], once I sign in there that will give me a portal to like upload onto my phone, my smartphone.
[AGENT][POSITIVE] Actually it will work best on a desktop or laptop. I mean a, yeah.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][POSITIVE] Oh, OK, that's fine. I've got that at home. Yeah, that's fine. Well, I will probably do it that I'm a little extra, and I will probably do that also and possibly facts just because I like to make sure that all the bases if you know what I mean.
[AGENT][NEUTRAL] Sure.
[AGENT][NEGATIVE] You sound just like me. It's like I, I just can't trust one thing enough, you know.
[CUSTOMER][POSITIVE] Once it is that so I, I will, I will do that this afternoon. Um, I'll go on and do all that and then I'll just save all my information that way I'll have it because now APL, does that also cover like helicopter ambulance and all the things like that is that no, that's that's Masa or Mazda that's right, never mind. I answered my own question.
[AGENT][NEUTRAL] I get it.
[AGENT][NEUTRAL] Well, that's what I was, yeah.
[AGENT][NEUTRAL] And are you following
[AGENT][NEUTRAL] Are you filing for a cancer claim?
[CUSTOMER][NEUTRAL] Yes, this is a cancer claim. My husband was just, we had just added this when school started in September at first, you know, we had to add the things and then my husband was diagnosed [PII] and then he was hospitalized. So I'm just making a copy of like the hospital bill, the doctor's office filled out their portion. I'm just trying to cover all my bases and send everything in that I need that you would possibly need.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So yes ma'am, so it'll and I had covered.
[AGENT][POSITIVE] Right. And we will need that.
[AGENT][NEUTRAL] Yeah, we will need to make sure we get the pathology report.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, the only, the thing I have from his oncologist is where he filled out on the application stuff that, um, look.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You know, you had them, they had the, oh, he's got diagnosis, non-Hodgkin's lymphoma, and all the things code B 80.1 and C 78.6, all the things and then also I had a printout of like all the tests and so forth that they had run.
[CUSTOMER][NEUTRAL] Uh, and I just highlighted it, the dates and stuff, and what was done in the hospital, so, um, yes, and it.
[AGENT][NEUTRAL] Gotcha. Well, because you have a first occurrence benefit on your policy, and that is just on a positive diagnosis of cancer, they will need the pathology report.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] And that will release that lump sum benefit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, a pathology report. So I need to call and ask for a pathology report. I didn't know that pathology report from the oncologist.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That's right. And we will need that report from the pathology.
[AGENT][NEUTRAL] Report from the, um, yeah.
[CUSTOMER][NEUTRAL] OK, pathology report from the.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] That that that along.
[AGENT][NEUTRAL] Did they do a biopsy?
[CUSTOMER][NEUTRAL] Pardon?
[AGENT][NEUTRAL] Or did they do a biopsy?
[CUSTOMER][NEUTRAL] They, yes, they did a biopsy. They did periocentesa. I mean they did a lot. They did, um, they, they did CAT scan, a biopsy for cancer. It was positive. He put the date, echocardiogram. He had a, a guided periocentesis, all the blood work, blood tests for pancreatic cancer, blood test for colon cancer.
[AGENT][NEUTRAL] Or
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I'm just looking at all the things he, he checked and dated and all, so yes.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] And then the doctors
[CUSTOMER][NEUTRAL] Phone number.
[AGENT][NEUTRAL] Yeah. So that from when they did the pathology report, I mean, I'm sorry, the biopsy, they would have sent it off to the lab and the pathologist would have sent in a report. That's what they're needing.
[CUSTOMER][NEUTRAL] The report from the lab, let's see, I'm just writing this down report.
[CUSTOMER][NEUTRAL] From the lab and that was from, from biopsy.
[AGENT][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] From [PII]. OK, well I will call and get that. That helps me out to know that, you know, and then I will also include that in all the things that we, oh, this is a lot, girl. I wish they could just file it for myself. Uh, it's hard to do all this by myself, so OK.
[AGENT][NEUTRAL] It
[AGENT][POSITIVE] And it is hard, but we are gonna be here for you every step of the way. So what I would suggest is look at your policy, and that way it'll give you an idea of what's needed, um, what's covered, that you can file for.
[CUSTOMER][NEUTRAL] Really
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yes, I know we just said get a copy of everything that they send you when you submit a claim. Just get a copy of everything and um that probably is in his portal. I'm assuming that pathology report that I can download and um now that I'm thinking about it, would it be that's that would be suffice, uh, you know, because they upload everything in his portal, um.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So I'm not look there's also.
[AGENT][NEUTRAL] Check to see if, if, yeah, check to see if that pathology report is there after his biopsy.
[AGENT][NEUTRAL] And if it's something that you think is covered, um, but you're not sure, go ahead and submit that to us and our philosophy is we would rather have documents that we cannot pay versus not having the documents that we can pay.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] I, yes, OK, OK. I can definitely do that. Boy, he's had so much done that it's crazy. I mean.
[AGENT][NEUTRAL] Sounds like it has been a ride that been through it.
[CUSTOMER][NEUTRAL] It's been, it has, it's, it's a lot of, we've been hospitalized 33 times since, thank the [PII] we ended up being able to get insurance um that started [PII], so after this is all that happened before that it's been, you know, the $189,000 bill that we've gotten.
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] Bless you.
[AGENT][NEGATIVE] That, I mean, that hurts, you know, it's just just amazing what medical cost it is now. I just, it makes me mad. It just makes me mad.
[CUSTOMER][NEUTRAL] Uh, you know, so.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Well, it, it's, you know, we, we went from never going to the doctor. He's never been in the hospital to just all the things now.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So that's why he never had insurances because, you know, we, he's never been sick.
[AGENT][NEGATIVE] Yeah, this is hard. And yours too. I know it's taxing on you as well.
[CUSTOMER][NEUTRAL] So anyway I
[CUSTOMER][NEUTRAL] It is, oh, pathology tissue exam, [PII].
[CUSTOMER][NEUTRAL] Uh, it's final diagnosis. Oh, maybe this is exactly what you need.
[AGENT][POSITIVE] Sounds like it.
[CUSTOMER][NEUTRAL] Um, if I, uh, alright, I'm gonna screenshot it and email it to myself. I'm glad you told me that.
[AGENT][NEUTRAL] Mhm. And then.
[AGENT][NEUTRAL] Yeah, uploading it on the [PII]icy once you've done it now, uh, I would tell you that it, um, make sure to check the file size when you're uploading it'll give you the size and of course always if you're uploading it always upload it from desktop or laptop not your phone it it works better on the laptop or desktop.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And you
[CUSTOMER][NEUTRAL] And yeah, yeah, I'm gonna.
[AGENT][NEUTRAL] Yeah, and you can sign up for direct deposit because you know the mail is a little wonky right now and it could take a while to get a benefit check if it's paid, so you have option to sign up for direct deposit as well.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you can
[CUSTOMER][NEUTRAL] OK, and that's on that.
[AGENT][NEUTRAL] It's on the portal, yes, ma'am, under the um payment options and you can sign up for uh text text notifications when we receive a claim or once it's processed.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, OK, OK, that's perfect.
[AGENT][NEUTRAL] And it does, yeah, it does take a little while to process cancer claims because they have to review so much information.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, normally at least around 2 weeks because what they'll do is they'll get your information, they'll review your benefits on your policy and look for any benefit we can pay under the guidelines of your policy.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][POSITIVE] Perfect, that, that would be wonderful.
[AGENT][NEUTRAL] Because
[AGENT][NEUTRAL] Yeah, they look, they, they do, they really try hard to pay claims, so cause they know you, you know, in that situation, first of all, you're going through a hard situation and then you get all those medical bills.
[CUSTOMER][NEUTRAL] Yeah, cause I mean
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And so
[CUSTOMER][NEGATIVE] Oh my gosh, yeah, I don't like going to the um the doctor. I don't like uh going to the mailbox.
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] Me too.
[AGENT][NEUTRAL] After you've gone to the doctor and then you, how many bills do I have to pay?
[CUSTOMER][NEUTRAL] Uh, but that's OK.
[CUSTOMER][POSITIVE] Exactly, exactly, that's so funny.
[AGENT][NEUTRAL] Um, well, I'm gonna keep y'all in my prayers, so.
[CUSTOMER][NEUTRAL] Uh, but
[CUSTOMER][POSITIVE] Well thank you I appreciate that. I really do and I appreciate this information actually so this is perfect perfect perfect so.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] But it's been a pleasure.
[CUSTOMER][NEUTRAL] Anyway,
[AGENT][POSITIVE] And I certainly hope he gets to feeling better.
[CUSTOMER][POSITIVE] Well, it's been a pleasure.
[CUSTOMER][POSITIVE] Well thank you so much ma'am. I do too and we're gonna, we're going to God's gonna help us get through it, so.
[AGENT][POSITIVE] That's right. You got the great position on your side, can't go wrong.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][POSITIVE] That's right. That's exactly right, exactly right, so.
[AGENT][POSITIVE] And if there's anything we can do for you or if you have any questions along the way, don't hesitate to call us.
[CUSTOMER][POSITIVE] Oh, OK, I will do that thank you so much.
[AGENT][POSITIVE] Ms. [PII], it's been such a pleasure to assist you and thank you for calling APL. I hope you have a wonderful weekend.
[CUSTOMER][POSITIVE] Thank you. I hope you as well.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.