AccountId: 011433970860
ContactId: e2e3dc45-1cfd-4128-a94f-d49c12c7e3e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 375190 ms
Total Talk Time (AGENT): 192664 ms
Total Talk Time (CUSTOMER): 125500 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/e2e3dc45-1cfd-4128-a94f-d49c12c7e3e7_20250210T20:05_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][POSITIVE] Yes ma'am, my name is uh [PII] that ma'am. Last week I fetch y'all awesome.
[CUSTOMER][NEUTRAL] Fax out some stuff for my paperwork for my cancer claim, and I just know I received them already.
[AGENT][POSITIVE] OK, and I'm so sorry, your name is one more time?
[CUSTOMER][NEUTRAL] [PII], ma'am.
[AGENT][NEUTRAL] OK. And Mr. [PII], do you have your policy number?
[CUSTOMER][NEUTRAL] 256-603-0.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and verify your date of birth, mail address, and email address, please.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Thank God, [PII] zip code [PII]. Date of birth [PII].
[AGENT][NEUTRAL] I see a PO box in our uh for address. Is that OK?
[CUSTOMER][NEUTRAL] Uh, 762. Yes, the PO box 716, yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and verify your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I do show we received claim information on [PII] and it's in line for processing.
[CUSTOMER][NEUTRAL] OK. You know how long it takes, ma'am.
[AGENT][NEUTRAL] Usually or typically from the time a claim is received, it can take 7 to 10 business days from the time the claim was received.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, so around the [PII] I should you him back he's off this from y'all.
[AGENT][NEUTRAL] Uh, probably, yes, sir.
[CUSTOMER][NEUTRAL] OK. And I, I read the little booklet I had, they said the $20,000 a year off. If you get cancer, like I was diagnosed with it, they say you get a $5000 something.
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Cause I know I've been diagnosed with prostate cancer, so.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] No, I'll be alright, they can treat it.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's not my treatments anymore.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] You, you said you finished with your treatment?
[CUSTOMER][NEUTRAL] No, I don't start till March.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] 9 weeks of it.
[CUSTOMER][NEUTRAL] Every day.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] 5 days a week.
[AGENT][NEUTRAL] I know. Can is something. OK. So I saw you, uh, so you have a benefit as far as chemo, radiation, immunotherapy, up to 20,000 per 12-month period. And let me see if you have a first occurrence.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][POSITIVE] OK. And I do show you have the first occurrence benefit that pays 5000 once per lifetime if you're diagnosed with internal cancer.
[CUSTOMER][MIXED] Yeah. As long as I got the 8 they say it's kind of bad, but he says it's treatable.
[CUSTOMER][NEUTRAL] A glutenate or something like this that's what I have.
[AGENT][POSITIVE] That's good. Well, as long as it's treatable and I can get rid of it quick, that would be awesome for you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, that was I had like, OK, now I got to go uh.
[CUSTOMER][NEUTRAL] Do a bone scan and they gonna stick some dye in me and see if it's uh.
[CUSTOMER][NEUTRAL] Spread it to my body. What covers that? Anything that anything that covers all that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, you do have a medical imaging benefit, uh, pays $500 up to 2 tests per year for kind of, um, for imaging scans, for imaging.
[CUSTOMER][POSITIVE] Oh I got this. I got to do, yeah, I can do 2 of them in 11 day.
[CUSTOMER][NEGATIVE] That's one that they gonna stick the dying me and then one's a bone scan.
[CUSTOMER][NEUTRAL] I bones game.
[AGENT][NEUTRAL] So it would just fall on that imaging benefit, uh, like I said, it just pays up to 2 per per calendar year.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] So I got, I gotta send that to y'all too once I get done with that treatment, send it to y'all.
[AGENT][NEUTRAL] Uh, yes, sir. You need to submit the billing, uh, the itemized billing showing the days you receive the scan and the, the procedure codes for the scans.
[CUSTOMER][POSITIVE] OK, Jesus cos it's good. Yeah you.
[CUSTOMER][NEUTRAL] And that'll be it.
[AGENT][NEUTRAL] Yeah, uh, anytime you receive any kind of treatment, uh, whether it's uh imaging or chemo, radiation, immunotherapy, surgery, always submit the billing, uh, itemized billing that's gonna have those procedure codes.
[CUSTOMER][NEUTRAL] And OK, just fax it over to y'all.
[AGENT][NEUTRAL] Um, yes, sir. You can fax it, mail it, or I don't know if you set up on our online service center account. Uh, you can set up an account there, you can upload claims as well.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, can I, I, well, I'll go about getting that one.
[AGENT][NEUTRAL] OK, if you go to [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, you will select new user and then individual.
[AGENT][NEUTRAL] And it'll ask for your name, your date of birth, social, zip code and email address, and from there you'll be able to set up a username and password.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you can view your policy, like I said, you can submit claims, you can uh you can uh mark if you want to receive a text message or when it's been received, as well as when it's been processed.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, you see all that then, right?
[AGENT][NEUTRAL] Say again.
[CUSTOMER][NEUTRAL] I just see all that through the website.
[AGENT][NEUTRAL] Yes, sir, and I do show that you have set up on the account. Um, I can give you your username and then if you've forgotten your uh forgot your password, you can select um reset password if you like.
[CUSTOMER][NEUTRAL] Yeah, OK, I forgot I am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. But I show your username is [PII].
[CUSTOMER][NEUTRAL] Mhm. OK, [PII] that's in capital letters and that's small letters.
[AGENT][NEUTRAL] I don't think it's case sensitive as far as the uh username.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But it's all capital letters.
[CUSTOMER][NEUTRAL] And [PII], yes, ma'am.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] So it's [PII] not [PII], [PII].
[AGENT][NEUTRAL] [PII]. Yes, sir.
[CUSTOMER][POSITIVE] All right, thank you, ma'am.
[AGENT][POSITIVE] All right, you're welcome and thanks for calling APL. You have a great day, Mr. [PII].
[CUSTOMER][NEUTRAL] You too.