AccountId: 011433970860
ContactId: e2f36737-a303-4b9c-8bc6-9fc299405d08
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 251490 ms
Total Talk Time (AGENT): 100480 ms
Total Talk Time (CUSTOMER): 110112 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/e2f36737-a303-4b9c-8bc6-9fc299405d08_20250514T16:17_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh, yes, this is [PII] and um I'm trying to get all of my policies in order and uh I know I have this and uh it's on a draft and so.
[CUSTOMER][NEUTRAL] I haven't really paid a whole lot of attention to it because it's drafted out of my account. I know it's $21 a month. Could you tell me what kind of policy this is?
[AGENT][NEUTRAL] OK. And Miss [PII], do you have a policy number?
[CUSTOMER][NEUTRAL] 751-233.
[AGENT][POSITIVE] OK, thank you, give me one moment please.
[AGENT][NEUTRAL] OK, and verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] [PII] and my address is [PII] and my email address is [PII].
[AGENT][NEUTRAL] Uh thank you and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much, give me one moment.
[AGENT][NEUTRAL] OK. Uh so it looks like the policy you have with us is a cancer policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, you have benefits if you are diagnosed with cancer, whether for surgery, uh, chemo, radiation, immunotherapy, um,
[AGENT][NEUTRAL] So it's pretty much for the treatment of cancer.
[CUSTOMER][NEUTRAL] OK. Well, I just got, I had a biopsy done the other day and um
[CUSTOMER][NEUTRAL] Uh, they, they called back and they identified it as squamish cell carcinoma.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um do I um
[CUSTOMER][NEUTRAL] File a claim on that? Uh, I don't know what to do about this.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh yes, ma'am, you can. Uh, you just need to fill out one of our claim forms and we would need the um.
[AGENT][NEGATIVE] I my surgeon's bill and that pathology report showing that it was cancerous.
[CUSTOMER][NEUTRAL] OK, so can y'all mail me a uh form?
[AGENT][NEUTRAL] Uh yes, ma'am, we can mail you a claim form, um.
[AGENT][NEUTRAL] I would say give it about 3 to 5 business days, but we can definitely mail a form to you. Or if you like, we can email it to you or you just prefer it to be mailed.
[CUSTOMER][NEUTRAL] No, I'd rather, I'd rather it come through the mail.
[AGENT][NEUTRAL] OK, uh, yes, ma'am. I'll send a request to have it mailed out to you. So I'll say, um, give it about 3 to 5 business days.
[CUSTOMER][NEUTRAL] OK, uh, what do y'all do, um, do y'all give me a check or do y'all pay the doctor?
[AGENT][NEUTRAL] Uh, no, ma'am. If there's any benefits payable, it will go to you.
[AGENT][NEUTRAL] If you're filing the claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Cancer.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Yes, ma'am. uh, thanks for calling APL you have a great rest of your day.
[CUSTOMER][NEUTRAL] And and you did say you were gonna mail me a form.
[AGENT][NEUTRAL] Yes, ma'am. I'll give it 3 to 5 business days to receive. If you haven't received it by then, we'll send another request, OK?
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Yes, ma'am. Uh, thanks for calling APL. Have a great day, Miss [PII].
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Bye.