AccountId: 011433970860
ContactId: e35cc124-243a-424d-bd99-52a1f7a50f65
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 236910 ms
Total Talk Time (AGENT): 88971 ms
Total Talk Time (CUSTOMER): 126825 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/e35cc124-243a-424d-bd99-52a1f7a50f65_20250625T20:38_UTC.wav
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[CUSTOMER][NEUTRAL] How many do you?
[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEGATIVE] Yeah, I have uh the uh cancer policy for American Public Life Insurance Company for uh my husband and myself. My husband has just been diagnosed with cancer.
[CUSTOMER][NEUTRAL] Do I turn the insurance information into the doctors in the in the hospital or do I do it separately and file it separate or I file it myself. How does that work?
[AGENT][NEUTRAL] Uh, you can file it yourself, but what's your name and policy number, please?
[CUSTOMER][NEUTRAL] [PII] and [PII], policy number is 765971, group number 5658.
[AGENT][NEUTRAL] OK, and Miss [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, ma'am. And verify your date of birth, mailing address and email address, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mailing address is uh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I don't know my email now is [PII] is, but it might be my old email address.
[AGENT][NEUTRAL] I'm assuming it's an old Gmail account or Gmail email.
[CUSTOMER][NEUTRAL] Is it [PII] something something something.
[AGENT][NEUTRAL] No, ma'am. It's a Gmail account, but it wasn't the one you just gave previously.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It was, oh, OK, it was uh uh OK. Uh it was my school email that I'm retired now, so uh my new email is uh [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] But you can, uh, submit the claim yourself. Uh, we will need the claim form as well as the pathology report, first diagnosis of the cancer.
[AGENT][NEUTRAL] Has he started any treatment yet or no?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, he has not. He, uh, uh, they're, uh, they just, the pathologist of the head had surgery and they discovered it and uh they're still doing some uh testing on him right now and uh possibly back to surgery or whatever. Where I get the claim forms online.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am, uh, on our website at um Am I forgot our website. I'm sorry, um, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And under claims and forms, it would just be the cancer claim form. He would need to fill that out and like I said, um, the initial pathology report.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did he have surgery?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, he's had surgery and possibly have another round of surgery.
[AGENT][NEUTRAL] OK, um, we.
[CUSTOMER][NEUTRAL] We, we're still in the beginning stages, they just discovered it, so we're still in the beginning stages.
[AGENT][NEUTRAL] OK, I got you. Um, well, you can still submit the surgeon's bill, and I'm assuming it was it performed in an outpatient facility?
[AGENT][NEUTRAL] Or inpatient.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, you can also
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] Uh, submit the itemized hospital bill as well. So the claim form, path report, surgeon's bill, and the itemized hospital bill.
[CUSTOMER][POSITIVE] OK, so when I start getting all that stuff in I can start doing that.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, that's what I needed to know. I appreciate it very much.
[AGENT][POSITIVE] You are welcome and thank you for calling APL. You have a great day.
[CUSTOMER][NEUTRAL] Alright you too bye bye.
[AGENT][NEUTRAL] Bye.