AccountId: 011433970860
ContactId: db7245a1-1b52-450e-89b1-ca044032a430
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 392880 ms
Total Talk Time (AGENT): 219365 ms
Total Talk Time (CUSTOMER): 99397 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/db7245a1-1b52-450e-89b1-ca044032a430_20250114T15:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning sir. This is [PII]. I was calling to have a question. Uh, I can give you my policy number. It's 18296. I think that's right.
[AGENT][NEUTRAL] OK, [PII], let me pull this up here. One second.
[AGENT][NEUTRAL] And you said it was 18296 you believe?
[CUSTOMER][NEUTRAL] Yeah, I might be, or, or do you need the certificate number?
[AGENT][NEUTRAL] Yeah, the certificate number.
[CUSTOMER][NEUTRAL] OK, let me see if I can pull that up for you.
[CUSTOMER][NEUTRAL] Give me a second.
[CUSTOMER][NEUTRAL] OK, that is 02541113.
[AGENT][POSITIVE] Alright, thank you so much, [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And then if I could verify please your date of birth and address.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Sure, [PII] and the address is [PII].
[AGENT][POSITIVE] Thank you and the [PII], is that still a good email for you?
[CUSTOMER][NEUTRAL] Yes, it is.
[AGENT][POSITIVE] Great. How can I help today?
[CUSTOMER][NEUTRAL] Um, a few months ago, I was diagnosed with prostate cancer, and I'm about to have surgery next week, and I wanted to see what that covered and if so, how do I go about doing that?
[AGENT][POSITIVE] OK, yeah, absolutely. So,
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] If you already have something scheduled, um.
[AGENT][NEUTRAL] You can always give the provider.
[AGENT][NEUTRAL] This insurance as far as like your policy number and just let them know that you do have this um if you're gonna be filing the claims yourself, the easiest way to do it honestly is online we have an online service center. Have you ever used that?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes, I have.
[AGENT][NEUTRAL] OK. So on our website, there is a cancer claim form.
[AGENT][NEUTRAL] And you would need the cancer claim form.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] And page one of that form will actually give you everything that is needed.
[AGENT][NEUTRAL] For the claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so what you would need to submit with the claim, um, and then you can just upload that on the online service center, um, so yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] I guess with all the billing information I just really need to send that.
[AGENT][POSITIVE] Yeah, yeah, for sure. I mean, it's definitely, let me see what the plan.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So for internal cancer, your plan has a lump sum one-time benefit. So if you haven't filed for that, you could go ahead and file for that.
[AGENT][NEUTRAL] Um, you basically need to just show the diagnosis of cancer.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I, I did that part already.
[AGENT][NEUTRAL] You did that part, OK. Um, so, let's see then for surgery.
[AGENT][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] So, for every day, like if you're gonna be in the hospital, the plan, it looks like you pay.
[AGENT][NEUTRAL] It's $25 that looks like per day.
[CUSTOMER][NEUTRAL] I think um.
[CUSTOMER][NEUTRAL] Um, it's gonna be an outpatient. They're gonna, it's gonna be the surgery, but they said it'll be outpatient. I shouldn't have to stay over night. Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah, so aside from that, really, the other things listed under the plans would be um there is a benefit for any sort of radiation, chemotherapy or immunotherapy if you had to have that going forward.
[AGENT][NEUTRAL] Um, and then just diagnostic testing. So any sort of follow-up testing.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, would pay a benefit amount of $100 and then in the following years, any diagnostic testing you had to have would pay you $50.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, but there's not, unfortunately, under this, I don't see a whole lot of other
[AGENT][NEUTRAL] Benefit payments for um surgery just at $25 per surgery.
[CUSTOMER][NEUTRAL] Yes. OK.
[CUSTOMER][NEUTRAL] I was kind of curious how that works I know with paperwork.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, no, absolutely, so.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Um, and, you know, I mean, if there's ever anything, honestly, [PII], you can.
[AGENT][NEUTRAL] Always file something. If it's denied, it's denied, um, not a big deal, you know.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah. And, and I know um I think in March, I think they still want me to see the radiation doctor as well.
[CUSTOMER][NEUTRAL] So, um, I will be saying.
[AGENT][POSITIVE] Yes, so, yeah, if you have to have any sort of those, those treatments are definitely covered. Your plan covers up to $20,000. So it would definitely reimburse for any of that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I was I was just curious trying to get everything straight and together.
[AGENT][POSITIVE] Yeah, absolutely. Is there anything else I can check on for you?
[CUSTOMER][POSITIVE] Uh, no, no, you've answered all my questions. I appreciate it.
[AGENT][POSITIVE] You're very welcome. I hope you have a good rest of your day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye-bye.