AccountId: 011433970860
ContactId: dc7b64f8-6aea-48ab-9c09-c523c0dbc7da
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210630 ms
Total Talk Time (AGENT): 53542 ms
Total Talk Time (CUSTOMER): 133479 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/dc7b64f8-6aea-48ab-9c09-c523c0dbc7da_20250624T16:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, I had a question about a claim I'm trying to get ready to file and um we've been I've been doing it now for a couple of years and I was just wondering if I still need to attach that uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Page 3 of the claim form.
[AGENT][NEUTRAL] Um, what type of plan do you have with us? and what form is it?
[CUSTOMER][NEGATIVE] It's a cancer, uh, claim.
[AGENT][NEUTRAL] OK, let me take a look.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I mean, I can give him our policy number. I mean, I've turned in several and I can't remember if the last time I even attached this page 3, but I was like, um, maybe I need to check with you and see. It says it's a care.
[CUSTOMER][NEUTRAL] Plain, medical surgical.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It's mainly filling out the same. The only thing different that I would have to add, which I've got that all in the billing, is he did spend some time in the hospital.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] This past, uh, couple of, uh, about 2 months ago.
[AGENT][NEUTRAL] So yeah, I mean when I look at the cancer claim form, it's only I just see it's 2 pages, that's it.
[CUSTOMER][NEUTRAL] 2 pages.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so the first one is the claimant statement.
[AGENT][NEUTRAL] Right, the statement of the insured.
[CUSTOMER][NEUTRAL] And, and
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And then I see just
[CUSTOMER][NEUTRAL] And then the notice the claimants.
[AGENT][NEUTRAL] Right, just the authorization down below with the policy number and signature and stuff on it.
[CUSTOMER][NEUTRAL] OK. All right. Well, um, yeah, I didn't think I'd ever done this other part, um.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And uh but I just thought, well, if I need to include that, I can fill that out. But um I think you'll have all the information on us and on my husband.
[CUSTOMER][NEUTRAL] And um anyway, I was getting it ready and there is a way to
[CUSTOMER][NEUTRAL] Can I scan it and email it to someone there or do I need to mail it in or fax it?
[AGENT][NEUTRAL] So you can upload online we have a service center if you wanted to do that or you can put it in the mail or fax it those would be your options.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so if I fax this to y'all, who do I put attention to?
[AGENT][NEUTRAL] You do attention to claims and then the fax number I can give you that.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, uh, alright, I think it's on the claim form is it [PII]?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Yes, ma'am. Yeah.
[CUSTOMER][NEUTRAL] OK. All right, well, um, probably we'll just go ahead and get that, uh.
[CUSTOMER][NEUTRAL] um faxed to y'all, and then you'll have my phone number if you have any questions, right?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, absolutely. All right, sounds good.
[CUSTOMER][NEUTRAL] OK. Uh uh. OK, thank you. Mhm. Bye-bye.
[AGENT][NEUTRAL] Uh-huh. Bye-bye.