AccountId: 011433970860
ContactId: e7b0aa87-1b0a-4a2a-aeee-d28c4bbb5db4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 524380 ms
Total Talk Time (AGENT): 158156 ms
Total Talk Time (CUSTOMER): 337308 ms
Interruptions: 2
Overall Sentiment: AGENT=1.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/e7b0aa87-1b0a-4a2a-aeee-d28c4bbb5db4_20250521T14:48_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, ma'am. My name is [PII]. I'm calling um because I need to submit a claim. Um, I was diagnosed with uh thyroid cancer on August last year.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I'm barely gonna submit the claim, um, but I had a question because it where it says to.
[CUSTOMER][NEUTRAL] Where we put in the let me see, hold on, it says uh section C.
[CUSTOMER][NEUTRAL] No, none that non travel.
[CUSTOMER][NEUTRAL] Oh, where it says family member lodging. I was staying with a family member so I wouldn't need to fill out that, right?
[AGENT][NEUTRAL] Uh, no, ma'am. Oh, and what is your name and, uh, you gave me your name. What's your policy number, uh, please?
[CUSTOMER][NEUTRAL] Yes, uh, let me see policy it says group issue 025.
[CUSTOMER][NEUTRAL] 34,730.
[AGENT][POSITIVE] OK, thank you, give me one moment please.
[AGENT][NEUTRAL] And do you have a callback number, Ms. [PII], in case the call drops?
[CUSTOMER][NEUTRAL] Yes, yeah, if you wanna call me here because my cell phone won't work here at uh work, um, my red extension is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Mhm. Um, my birthday is [PII]. And you said my address?
[AGENT][NEUTRAL] Uh, yes, ma'am.
[CUSTOMER][NEUTRAL] It's uh [PII] and my email.
[CUSTOMER][NEUTRAL] Address is um if it's my personal [PII].
[AGENT][NEUTRAL] I sure would.
[CUSTOMER][NEUTRAL] And the school would be.
[AGENT][NEUTRAL] Different one. Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] The school will be M.
[CUSTOMER][NEUTRAL] And if it's the school, it will be [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, so if you weren't, uh, if you were staying with a family member, uh, you don't have to submit anything in regards to that. Um, but we would need, along with the claim form, that pathology report, first diagnosing you of cancer. And any, have you started treatment yet or no?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, um, they put me on radiation pill.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And from the, I just went on [PII] because they're monitoring because they say the cancer can come back because they removed all my thyroid.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK. So you had the surgery?
[CUSTOMER][NEUTRAL] Because I have thyroid thyroid cancer. Yes, I already had the surgery.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So they removed all my thyroid. I'm just in hormone, I'm gonna be for hormone pills all my life.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I have a
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Uh huh yes.
[AGENT][POSITIVE] Go ahead, I'm so sorry.
[CUSTOMER][NEUTRAL] I, I have an appointment on February then on April.
[CUSTOMER][NEUTRAL] Now I have until November.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Every 6 months?
[CUSTOMER][NEUTRAL] Because they're just like mm.
[CUSTOMER][NEUTRAL] Treatment for cancer, they only gave me one time a thyroid pill and some injections.
[CUSTOMER][NEUTRAL] And then after they did all those exams, they said I didn't need to follow up with chemotherapy.
[AGENT][POSITIVE] Oh, that's wonderful.
[CUSTOMER][NEUTRAL] Yes, so they just gave me the
[CUSTOMER][NEUTRAL] Um, it's a pill for.
[CUSTOMER][NEUTRAL] I, I don't know how you, they called it.
[CUSTOMER][NEUTRAL] But it was only one pill, then they started, they start, it was a whole week. They started injecting me and then the next day I went for another injection, then the next day for another injection and they put, gave me a pill, uh, it's like a chemotherapy pill, radiation pill. It was a radiation pill.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That it was something new.
[CUSTOMER][NEUTRAL] So they gave me that pill and when at Friday they gave the final and then they said that I didn't need the, the chemotherapy.
[AGENT][POSITIVE] Oh, that's wonderful.
[CUSTOMER][POSITIVE] That with the pill will be OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So I'm gonna send all the documentation like the first diagnosed and then they did a lot of biopsies.
[CUSTOMER][NEUTRAL] Because uh they removed 15 nodules because they also had cancer, 5 of them have cancer.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So they removed uh some nodules so I'm gonna send all the paperwork that I have from MD [PII]. The, the only thing is that um there's not enough space for the times I went, so do I put them separate or?
[AGENT][NEUTRAL] Uh, you can just submit the billing, uh, from NBN or send and submit it to us. Uh, you don't necessarily have to, um, add every date on the claim form, but if you just submit the billing, they can go from there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, yes, I'm, I, I already downloaded everything, so I'll just fill out the form and I can upload it right in online?
[AGENT][NEUTRAL] Uh yes ma'am, have you set up on an online service center account with us?
[CUSTOMER][POSITIVE] Yes, yes, I did.
[AGENT][NEUTRAL] Yes, ma'am. You can upload into the system.
[CUSTOMER][POSITIVE] OK, so I hope I don't have a trouble and in case I'll give you a call back.
[AGENT][NEUTRAL] Yes ma'am, if you have any trouble, just give us a call back we'll help you and if it doesn't work, we also have it to where you can fax claims to our office.
[CUSTOMER][NEUTRAL] I saw fax uh fax number. OK. Mhm.
[AGENT][NEUTRAL] OK. uh, well is there anything else I can assist you with?
[CUSTOMER][POSITIVE] OK ma'am, thank you very much.
[CUSTOMER][NEUTRAL] No, it will be only that because I said let me uh double check with them because it says family member lodging and I said maybe it's because if I stayed in a hotel or something like that.
[AGENT][NEUTRAL] Yeah, some people, like it's, I think it's for, if they were confined and um
[CUSTOMER][NEUTRAL] But I didn't, so I didn't.
[CUSTOMER][NEGATIVE] Oh, OK. Mm. They, they had said that I was gonna stay in the hospital because that day they gave me the pill, I couldn't be near people. um, with the radiation, yes. It was a radiation pill that I couldn't be with the and uh nobody could be near me because of the radiation.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Really?
[AGENT][POSITIVE] Oh wow.
[AGENT][NEUTRAL] I've never heard of it. That, and you said it's new?
[CUSTOMER][NEUTRAL] And they have.
[CUSTOMER][NEUTRAL] But that they said it was something new.
[AGENT][POSITIVE] Oh, that would be better than, yeah, I'm sorry.
[CUSTOMER][NEUTRAL] That and some people.
[CUSTOMER][POSITIVE] And that some people do accept it and it works pretty well and they don't need to follow up with uh chemotherapy.
[AGENT][POSITIVE] Oh, that would be wonderful.
[CUSTOMER][POSITIVE] Mhm. So like, it did good for me.
[AGENT][POSITIVE] But that's a blessing right there. Good deal.
[CUSTOMER][NEUTRAL] Yes, mhm. Oh, the other one was where it says non-local transportation. What does that mean? Section C.
[AGENT][NEUTRAL] Like, um, some of the
[CUSTOMER][NEUTRAL] Is that the date where, when, when I went?
[AGENT][NEUTRAL] Well, some of our cancer policies, um,
[AGENT][NEUTRAL] I don't believe your policy has transportation, but let me check. But most of our, some of our cancer policies do have transportation benefits. So if you have to travel more than 50 miles one way, uh, to receive any surgery or treatment, um, then it could cover transportation. Um, but I don't see any transportation benefits under your plan.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh, OK, OK, I think it has it on the medical, medical Blue Cross and Blue Shield. I think I saw where it says something about transportation, but I said I was wondering for those two, the family member lodging, I said, OK, it doesn't fit with for me.
[CUSTOMER][NEUTRAL] And then the non local transportation, I said, OK, that's because I travel but I said, do I need to ride every time I went?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] That's what that was my question. OK then.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Then I'll just fill it out right now thank you.
[AGENT][POSITIVE] All right, you're welcome and thank you so much. You have a great day, Ms. [PII]. Thank you for calling APL bye.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Thank you so much. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm bye bye.