AccountId: 011433970860
ContactId: dcdeb9e3-b2c9-4e4f-ae4e-dd3e9fd63b8c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 542520 ms
Total Talk Time (AGENT): 236916 ms
Total Talk Time (CUSTOMER): 293154 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/dcdeb9e3-b2c9-4e4f-ae4e-dd3e9fd63b8c_20250106T16:17_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] [PII], my name is [PII]
[CUSTOMER][NEGATIVE] And um we have a, a policy through you guys for uh it's a cancer policy, and I need to know, uh, my cancers family gotten worse enough that I have to go on chemo. So I need to know what I what do I need from you.
[CUSTOMER][NEUTRAL] I know I have to have a statement from the doctor, but how do I file the claim? I guess that's what I'm saying. I don't, I don't have a form or anything.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you, Miss [PII]. And do you happen to have your policy number available?
[CUSTOMER][NEUTRAL] I do, um.
[CUSTOMER][NEUTRAL] It says it's AD 9722.
[CUSTOMER][NEUTRAL] It seems short to me, but.
[AGENT][NEUTRAL] Yeah, give me just one second. Let me get that.
[CUSTOMER][NEUTRAL] And there's a reference number. I got uh just yeah 083-512.
[AGENT][NEUTRAL] What's that reference number?
[CUSTOMER][NEUTRAL] This is from when it paid the original $3000.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then I finally got bad enough to have chemo. Whoopie.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Well, you know, they, chemo is not as bad as it used to be from what I understand that a lot of people.
[CUSTOMER][NEUTRAL] Well, yeah.
[CUSTOMER][NEUTRAL] And mine is not the acute kind, mine's a slow mover. And so it's not like it, I'm gonna die tomorrow if I don't do something, but I'll just get weaker and weaker.
[AGENT][NEUTRAL] Yeah, well,
[CUSTOMER][NEGATIVE] So now I'm gonna take this pill and it's gonna kill them limbs.
[AGENT][POSITIVE] There you go. There you go. Let that medicine take care of it and you're gonna, it'll be all right. That's.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] It'll be all right.
[AGENT][POSITIVE] I, I, I happen to know the great physician and, and he
[CUSTOMER][NEUTRAL] Yeah, and I believe, and I believe he will, yeah, yeah.
[AGENT][NEUTRAL] He, he knows.
[AGENT][NEUTRAL] I believe he will too.
[AGENT][NEUTRAL] Miss Miss [PII], do you mind?
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] But the medicine is gonna be 15,000 a month, so I'm like.
[AGENT][NEUTRAL] That is just crazy to me.
[AGENT][POSITIVE] Oh my gosh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hm. Well.
[CUSTOMER][NEUTRAL] So you know insurance will pay part of it, but I need to get this going too so.
[AGENT][NEUTRAL] Yes ma'am. Let's see if we can't provide those benefits for you to assist you. What is your current mailing address and date of birth?
[CUSTOMER][NEUTRAL] Yeah, it's um [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the mailing address is [PII].
[AGENT][NEUTRAL] Thank you. And what is your phone number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I got it on here, the home phone, but I would like to use my cell phone instead because I don't answer that thing.
[AGENT][NEUTRAL] Yes, I understand.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah [PII].
[AGENT][NEUTRAL] Alright thank you and do you have an email account, Miss [PII]?
[CUSTOMER][NEUTRAL] I do it's yes it's in.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so what I can do for you is we can either mail a claim form to you. We also, you can get that if you have internet access, you can access the claim form on our website.
[CUSTOMER][NEUTRAL] Mhm I do.
[CUSTOMER][POSITIVE] Cool.
[AGENT][NEUTRAL] And it'll be the cancer claim form and it'll give you instructions as to what's needed to file a claim.
[CUSTOMER][NEUTRAL] Oh wait.
[CUSTOMER][NEUTRAL] You know what I mean.
[CUSTOMER][NEUTRAL] OK, wait a minute, so I need that address.
[AGENT][NEUTRAL] Mhm. You just tell me when you're ready.
[CUSTOMER][NEUTRAL] Uh yeah, my mental.
[AGENT][POSITIVE] Take your time.
[CUSTOMER][POSITIVE] OK, I think I'm ready. Yeah, yeah, I'm ready.
[AGENT][POSITIVE] I either have a pencil that's available and no paper or paper and no pencil so you did good.
[CUSTOMER][NEUTRAL] Yeah, well, I've got it. I mean, I just didn't have it out. OK, I'm ready.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Our um website address is [PII]
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII] yeah.
[AGENT][POSITIVE] That's right. And
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You can go to the claims and forms section.
[AGENT][NEUTRAL] And under the claims and forms section, there is a cancer claim form.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now we also you can create an account online.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] All right
[AGENT][NEUTRAL] You can upload it.
[CUSTOMER][NEUTRAL] And I will do that and I don't.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I don't need from the pharmacy. I gotta have some kind of piece of paper or something that proves the amount.
[AGENT][NEUTRAL] Right. We'll need the itemized uh the information from your pharmacy that.
[CUSTOMER][NEUTRAL] Don't know.
[AGENT][NEUTRAL] In the prescription information sheet would be fine.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That they give you with the prescription. And if it's, have you had a recent biopsy?
[CUSTOMER][NEUTRAL] OK, I've got that right here.
[CUSTOMER][NEUTRAL] I have not. Uh, this was all diagnosed in [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she of the blood and I had a bone marrow marrow biopsy and then she's been watching numbers of every 3 months since [PII]. And so now then I'm slidden up.
[AGENT][NEUTRAL] Yeah, well they're gonna get it knocked down again.
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][NEGATIVE] I don't think she's gonna do one again right away.
[AGENT][POSITIVE] Yeah. But they're gonna get, that medicine's gonna take care of it for you.
[CUSTOMER][NEUTRAL] Oh yeah, it is. Yeah, right. Yeah, I don't think she's gonna do a biopsy and.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Since we know the details, I guess, I don't know.
[AGENT][NEUTRAL] Right, so just complete that claim form and get send in that um prescription information sheet.
[AGENT][NEUTRAL] And you, if you make that account online then you can just upload the documents directly on your policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][POSITIVE] You make it easy. Now, also,
[CUSTOMER][NEUTRAL] I'll have to learn how to do that.
[AGENT][NEUTRAL] I see that any benefits will go to you by mail. There's also an option for direct deposit. If you would prefer those benefits go directly to your bank account, you can sign up for that as well and all that's available online.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah, OK, it's all online. Alright, so I just need to get on my online and play around, see what I can get.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] And if you need any assistance with anything, please don't hesitate to give us a call. We're here for you and that policy number is 83512.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. I called our agent lady at Limpy, but she may be retired by now and uh.
[CUSTOMER][NEUTRAL] Learned how to file the original, but this is new, so, OK, I know what to do now.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yes, ma'am. Did y'all get any snow in Little Rock?
[CUSTOMER][POSITIVE] I will do it thank you.
[CUSTOMER][NEUTRAL] No, but it is forecast to come across from uh [PII] by the middle of the week.
[AGENT][POSITIVE] Yeah. I hope everything's safe.
[CUSTOMER][NEUTRAL] The what the up north stuff.
[CUSTOMER][NEUTRAL] Yeah, you're in [PII], right?
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] I am. We, I don't think we're gonna get a lot of snow, but.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well, you know, once in a while, we all do, so. Well, and the, uh, all that snow me, uh, got the top counties of [PII], not a lot, but the top two counties all along the [PII] line, um, had some stuff.
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And uh I got family all up through there and so they're saying, yeah, well, it wasn't much.
[AGENT][NEGATIVE] Yeah that's, uh, you know, that's, that's dangerous.
[CUSTOMER][POSITIVE] And I have a grandson.
[CUSTOMER][NEUTRAL] I have a grandson in college in [PII] and, and they're 10 inches and counting.
[AGENT][NEGATIVE] Oh my goodness, I just can't even imagine that. That, that just sounds like misery to me.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, that's my, my husband said, you know.
[CUSTOMER][NEGATIVE] I don't have them at all.
[CUSTOMER][MIXED] Sure it's cooler and now they don't have as many bugs, I guess as we do in the summer, but it just doesn't sound a bit of fun. So.
[AGENT][NEGATIVE] Uh, it doesn't sound like fun to me either. It sounds like hurt and pain and dirt, dirty.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Misery.
[CUSTOMER][NEUTRAL] Yeah, that the first day it's pretty and that is it. So, no, we didn't, and, but then last night, the weatherman on ABC said, now this out here in [PII] and he started in and I thought, shut up.
[AGENT][POSITIVE] That's right.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You know it's coming, don't you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, and if it's coming to us y'all better duck because.
[AGENT][NEUTRAL] I know, right?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] For sure.
[CUSTOMER][NEGATIVE] Yeah, I don't like it.
[AGENT][NEUTRAL] I don't either. I, I, I.
[CUSTOMER][POSITIVE] No. All righty, I'm gonna let you get your work done. I'll talk to you. Maybe you won't have to. OK, bye-bye.
[AGENT][POSITIVE] So, it's been my pleasure.
[AGENT][NEUTRAL] Well, you know what, you call us if you need us and stay.