AccountId: 011433970860
ContactId: e3d0a7d9-574b-4ed0-9f9b-f10034940259
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 631159 ms
Total Talk Time (AGENT): 375658 ms
Total Talk Time (CUSTOMER): 132534 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/e3d0a7d9-574b-4ed0-9f9b-f10034940259_20250425T18:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Well, I'm hoping you can.
[CUSTOMER][NEUTRAL] I have a.
[CUSTOMER][NEUTRAL] Cancer policy through um my work. I work for a school district and it says on their American public, um, I'm thinking, is this, would that be all? Are you all American public? OK OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm. Yeah. More American Public Life, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, perfect. And so, but I don't know, I just got diagnosed with um breast cancer and so I don't know how to use the policy that I have.
[AGENT][POSITIVE] OK, I'm sorry.
[CUSTOMER][NEGATIVE] And I don't, I don't know, I don't know what my policy number is. I don't have any information except that I've been paying for this cancer policy. It started out with Aflac and it's changed several times through the years, but I think now it's with you guys.
[AGENT][NEUTRAL] OK, yeah.
[AGENT][POSITIVE] OK. I'm happy to look it up for you. Um,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] We can do a search by your name or your social, whichever you would prefer to give me.
[CUSTOMER][NEUTRAL] Um, well, my name is [PII].
[AGENT][NEUTRAL] And you said, I'm sorry, is your first name [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] is spelled [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And how do you spell [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] And then for security, I will need to verify please your date of birth, [PII], and then the address we would have on file.
[CUSTOMER][NEUTRAL] OK, it's [PII] is my birthday.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And then my address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so first thing, let me give you the policy number if you're ready to copy that down.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Your policy number is gonna be 01.
[AGENT][NEUTRAL] 09.
[AGENT][NEUTRAL] 666 5.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then if you would like, um, I can send you a copy of the policy just for your records um if you want to refer to it, uh, just to have on hand. Yeah, cause you've had it, like you said, since [PII], so it's a lot of it's a lot of information and so, um.
[CUSTOMER][POSITIVE] Oh, that'd be great.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see, your plan does have a first occurrence benefit. So generally, that's where people kind of start um is trying to, of course, get the first occurrence benefit paid out.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, filing claims can be done 3 different ways. You can file claims online. We have an online service center. You can send them in the mail or you can fax them to us. Most people do online. It's most convenient.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, your internal cancer first occurrence benefit lump sum is $10,000.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] Just page over here.
[AGENT][NEUTRAL] So you're gonna need a claim form any time that you process a claim.
[AGENT][NEUTRAL] And I can send you along with your policy if you'd like a copy of the claim form um they are on our website too. I don't know if it's easier for you to download it because they are fillable online um some people prefer that, you know, it's totally up to you whatever you feel like is best.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, I can do it online. That's fine.
[AGENT][NEUTRAL] OK, um, so let me give you also our web address. This is where you would find claim forms. This is also where you would go to create a login for your policy, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, the web address is [PII]. So that's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And when you get to that web page, uh, the very first thing you'll see if you pan kind of top right, you'll see a link there you can click on for claims and forms. That's where you would go for those claim forms. Most important thing really on that [PII] is just make sure once you click claims and forms, you just need to scroll down.
[AGENT][NEUTRAL] And keep scrolling until you see accident claim form. They're all gonna be in alphabetical order.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and then to the right of that there's also that link there to sign in. That's where you would go to create your login for the policy and um it's a secured site so you can upload documents.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, for your initial diagnosis of cancer, uh, what they'll need is the claim form, of course.
[AGENT][NEUTRAL] And they're going to need a pathology report.
[AGENT][NEUTRAL] Showing the diagnosis.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Um, when you go to the claim form, it is really helpful. Page one is really instructions. It does kind of break it down for you that like if you're gonna be filing any claims for things like hospitalization, surgery, chemo, radiation, it'll tell you we need your itemized bill from the provider and then also what needs to be accompanied with that is explanation of benefits from any other medical carrier that you may have.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But again these are all listed on that first page for your reference so you don't have to remember all this it it does give you a list of what you need OK?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, the plan, you know, has radiation, chemotherapy benefits, hormone therapy benefits on it. So for any treatment that you may need, um, it does have benefits up to that. Your, your radiation, chemotherapy and immunotherapy max is $20,000 in a 12 month period.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Um, do you have any other questions, concerns, anything that you can think of? Maybe I didn't cover?
[CUSTOMER][NEUTRAL] No, I think that was, I just was trying to figure out um.
[CUSTOMER][NEUTRAL] How to even find the policy first of all and just what what it even was. I knew I had been paying for one but I didn't actually know.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] What it, what it was, honestly.
[AGENT][NEUTRAL] Right, right, um, the email you have on here, it looks like is your [PII]. Is that still an OK email? Do you want to leave that or change it?
[CUSTOMER][NEUTRAL] Yeah, can I give you, can I give you my personal email instead?
[AGENT][POSITIVE] Yeah, we can definitely do that. What's your personal one?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it's [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] sorry.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, that's OK.
[AGENT][NEUTRAL] OK, so I will send that to your Gmail. Would you prefer to have that one on the policy, um, because when you create your log in it's gonna want your email so we just need to make sure it matches if you prefer the Gmail I can update that.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Um, yeah, go ahead and put the Gmail one on there if you don't mind.
[AGENT][POSITIVE] OK. Yeah, no, not a problem.
[AGENT][NEUTRAL] Put that on there because sometimes those personal emails are easier to use for sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I'm sending you the policy right now and then I'm gonna send you also the user guide.
[AGENT][NEUTRAL] Uh, for the online service center if you need to refer to that if you maybe have any questions or anything like that, and then I'm also attaching in the email um the cancer claim form and so that way you'll, you'll have that and um again, you don't have to print it out if you prefer to, to do it online, so, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] It's just, yeah, not a problem. Is there anything else I can help with?
[CUSTOMER][POSITIVE] No, that was it. Thank you so much.
[AGENT][POSITIVE] Uh, you're welcome. Thanks for calling APL. Take care.
[CUSTOMER][POSITIVE] All right thanks bye bye.
[AGENT][NEUTRAL] Bye bye.