AccountId: 011433970860
ContactId: dab65f9b-fa36-4aa5-a39e-ef905e724043
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 615020 ms
Total Talk Time (AGENT): 176293 ms
Total Talk Time (CUSTOMER): 301262 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/dab65f9b-fa36-4aa5-a39e-ef905e724043_20250401T20:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Well, [PII], my name is [PII].
[CUSTOMER][NEUTRAL] And my policy number is 755,880.
[AGENT][POSITIVE] Thank you for that, [PII]. How can I help today?
[CUSTOMER][NEUTRAL] Well, I, I need to make a claim, um.
[CUSTOMER][NEUTRAL] I, uh,
[CUSTOMER][NEGATIVE] I got cancer about um.
[CUSTOMER][NEUTRAL] In uh June, or I was diagnosed in [PII], went through a full year, full, I continued to pay my premiums.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have received um.
[CUSTOMER][NEUTRAL] Lots of treatment and I need to uh file a claim and um.
[CUSTOMER][NEUTRAL] You know, I'm still ongoing going to the doctor, but I'm doing great, so, but I need to, I need to file a claim, so I wanted to ask if you could help me, [PII]. I
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Submitted a request for all my medical records for um you know, a year from the time that I got my first mammogram or the questionable mammogram to uh the following summer, uh, after I had finished chemo and radiation and PET scans and was clear so I.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I now am able to just clear my head and make my claim, and I need a claim number and I need an address to send all these bills because I'm not gonna, I cannot fathom going claim by claim by claim if they could look over all my paperwork and.
[CUSTOMER][NEUTRAL] Determine what
[CUSTOMER][NEUTRAL] What my, you know what I should get that would be best, is that OK?
[AGENT][NEUTRAL] OK, so we can definitely go over that. um, for your policy, can I just verify please for security, [PII], your date of birth and address?
[CUSTOMER][NEUTRAL] Yes, [PII]. My address is [PII], and that's in [PII].
[AGENT][NEUTRAL] OK, absolutely. So, uh, first thing I can give you is the mailing address where claims are sent to. Let me know when you're ready for that.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] Claims are gonna go to American Public Life. You're gonna market attention to claims, and it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII], [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the zip code is going to be [PII].
[CUSTOMER][NEUTRAL] All right. American Public Life attention claims [PII].
[AGENT][NEUTRAL] Mhm and then the next thing that we need to get to you, Ms. [PII] is the claim form. Now I can send that to you in the US postal mail or I can email it to you, whatever is more convenient.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You can email it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so,
[CUSTOMER][NEUTRAL] So you can't just give me a claim number.
[AGENT][NEUTRAL] No, ma'am, unfortunately, the claim number isn't assigned until we actually receive the documentation and the process is started to start examining the paperwork.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so when you get this claim form, page one is complete instructions. It's instructions as far as what needs to be completed. It does also indicate to you what will be needed as far as documentation, as far as itemized medical bills or any of that. For your convenience, the claim's mailing address is also on the form and our fax number if you decided you wanted to fax it.
[CUSTOMER][NEUTRAL] OK, I think I may have this. Hang on.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Cancer claim form, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Cancer 12 form number 1222.
[AGENT][NEUTRAL] See if it has a number on it.
[CUSTOMER][NEUTRAL] At the bottom.
[AGENT][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEUTRAL] DL form cancer.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, so I, OK, I have this, um, OK, keep the claim form. So a statement of insured, fill all that out, right?
[AGENT][NEUTRAL] That's the form.
[AGENT][POSITIVE] OK, great.
[AGENT][NEUTRAL] Mhm. Yes, ma'am.
[CUSTOMER][NEUTRAL] Sign it.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] That's all I know section E.
[CUSTOMER][NEUTRAL] Sign that
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't know what section D is.
[CUSTOMER][NEUTRAL] There's an A
[CUSTOMER][NEUTRAL] A D and E.
[CUSTOMER][NEUTRAL] That's all I know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Do I with this go ahead and submit all of my paper my all of my bills which include my pathology, everything it's even got the codes on it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Yes, ma'am.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] is, uh, OK. All I know is page 2. Page 3 is just um information.
[CUSTOMER][NEUTRAL] Page 4 is the cancer claim form where I signed it, uh, section E.
[AGENT][NEUTRAL] Correct. So,
[CUSTOMER][NEUTRAL] Authorization to recruiting promotion, OK.
[AGENT][NEUTRAL] Yeah, so you'll fill out page.
[CUSTOMER][POSITIVE] But I'm gonna be providing
[AGENT][NEUTRAL] 2 of 4 and then you'll fill out page 404.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, alright, and then I've got it, I've got it.
[AGENT][POSITIVE] Oh, perfect.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Oh, so I don't have, I don't need a claim number. I don't get a claim number until I submit all my paperwork.
[AGENT][POSITIVE] Yes, ma'am, that is correct. Yes, ma'am.
[CUSTOMER][NEUTRAL] Is that what you're
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty, I can do that.
[AGENT][NEUTRAL] And so once you get that sent in to us you could obviously check back if you wanted to make sure it's received and the status of it but that is all communicated to you also once the claim is processed we would send out any communication as well so.
[CUSTOMER][NEUTRAL] So, um
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Do you have any other questions or concerns you can think of?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, no, I don't, so, um, except for, you know, I'm, I'm just sending you, uh, my.
[CUSTOMER][NEUTRAL] My billing information from from like [PII]. After that, if I wanted to make any more claims for doctors visits, etc. I have, I'll submit another claim or just in addition they'll just.
[CUSTOMER][NEUTRAL] It'll be associated with the same claim.
[AGENT][NEUTRAL] Oh, you would need to, you would need to start a new claim form and so that would be a new claim, yes ma'am.
[CUSTOMER][NEUTRAL] Do you know?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK doke.
[CUSTOMER][NEUTRAL] So I'm gonna fill out all this claim information and and attach all of my, my bills and then but um I do also have.
[AGENT][POSITIVE] OK, sounds good.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I, I missed work due to FMLA, you know, um, I don't know if my policy covers, you know, um.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] loss of income due to
[CUSTOMER][NEUTRAL] Do you have any idea?
[AGENT][NEUTRAL] Let me pull your policy certificate really quick and just double check and see if I can find anything here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't see any sort of benefits for anything of that nature. The only additional benefits that I see would be if you had any sort of transportation or lodging. Those things are sometimes applicable as well.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, I, yeah, I had an ambulance bill.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And so.
[CUSTOMER][NEUTRAL] I'll send that through and then I had some yeah other bills that.
[CUSTOMER][NEUTRAL] I guess they'll just look at them and determine if they.
[CUSTOMER][NEUTRAL] We, uh,
[CUSTOMER][NEUTRAL] are eligible for a claim. All right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Alright, well thank you so much.
[AGENT][POSITIVE] My pleasure. If you think of anything else, feel free to call. We're happy to help.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Have a good rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.