AccountId: 011433970860
ContactId: ed43e0c4-88bb-47cd-ba40-43a236929032
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1619140 ms
Total Talk Time (AGENT): 775575 ms
Total Talk Time (CUSTOMER): 700155 ms
Interruptions: 6
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/ed43e0c4-88bb-47cd-ba40-43a236929032_20250407T16:33_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, uh, I have a few questions about my what my policy will cover.
[AGENT][NEUTRAL] OK, so you have some questions on your benefits on your policy, is that correct?
[CUSTOMER][NEUTRAL] Is this my cancel policy?
[AGENT][NEUTRAL] Uh, well, I will have to pull up your information first to verify some things with you for security purposes, but you said that you have questions on your coverage. Is that correct?
[CUSTOMER][NEUTRAL] Yeah, could you pull it up first and then make sure.
[AGENT][NEUTRAL] Yes, sir, I can. Who am I speaking with, please?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][POSITIVE] Thank you, Mr. [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And your policy number, please?
[CUSTOMER][NEUTRAL] My policy number is 0070.
[CUSTOMER][NEUTRAL] 8357
[AGENT][POSITIVE] OK, Mr. [PII], thank you. Give me a couple of moments please to get your information pulled up.
[CUSTOMER][NEUTRAL] What is it? I've been looking at your shirt. Ain't nothing. I pulled it back to look. You can't tell I was looking at the shirt. I just pulled it back and looked. I'm looking at the shirt.
[AGENT][NEUTRAL] Alright, and Mr. [PII], any information that I do provide for you today will be a verification of benefits and not a guarantee of payment. I will need to verify several things with you first for security. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and your home mailing address please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you, um, is different than the one that you gave me. What's another phone number that we could have?
[CUSTOMER][NEUTRAL] That person was probably [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I mean the one that you have on file.
[AGENT][NEUTRAL] Was that your
[AGENT][NEUTRAL] Yes, sir. Is that your
[CUSTOMER][NEUTRAL] That was my home phone number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I got rid of the home phone number, so that's my cell number that I'm, I gave you a while ago.
[AGENT][NEUTRAL] OK, [PII], that's now your only contact number, is that correct?
[CUSTOMER][NEUTRAL] OK, let me give you my wife's number also.
[CUSTOMER][NEUTRAL] 318
[CUSTOMER][NEUTRAL] 243 3439, that's both our sale.
[AGENT][NEUTRAL] All right, thank you. And then do you have an email address, Mr. [PII]? I see that we do not have an email on file for you.
[CUSTOMER][NEUTRAL] And you.
[CUSTOMER][NEUTRAL] No, I don't have one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And, and I want, uh, could y'all put down on in writing where, uh, my wife can call and ask questions also.
[AGENT][NEUTRAL] OK, so what I can do is there is a form, Mr. [PII], that you will need to complete. It's a third party authorization form, uh, in order for us to be able to do that. Now that's a form that if you have an email I could send it to you via email, otherwise we can mail it or do you have the ability to print online?
[AGENT][NEUTRAL] If I gave you the website.
[CUSTOMER][NEUTRAL] No, just mail it.
[CUSTOMER][NEUTRAL] Mail it it'd be fine.
[AGENT][NEUTRAL] OK, so I'll request that that be mailed to you and then you can return that back and then once we get that on file, yes, and then when she calls in, we would be able to speak to her.
[CUSTOMER][NEUTRAL] OK. But I thought we had filled out a paper like that, ma'am, once before. You don't have nothing in the computer cause I think we did that like several years ago.
[AGENT][NEUTRAL] OK. Now, I did not look because Mr. [PII] did not ask that, Miss [PII], so give me just a moment.
[CUSTOMER][NEUTRAL] Yes, yes, could you look, please?
[AGENT][NEUTRAL] I will. So give me just a few minutes, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] I didn't put no brown shoes.
[CUSTOMER][NEUTRAL] Because I just took some out just go jump down and back, back to the house.
[AGENT][NEUTRAL] OK. So I, and what is your wife's name, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. All right. So, yes, sir, I can see it does appear that there is already an authorization that had been received to speak to her.
[CUSTOMER][POSITIVE] OK, that's good.
[CUSTOMER][POSITIVE] OK, ma'am, so I have a few questions. Now go ahead and make sure that that's down so I can make sure I can ask questions, so make sure I'm, I'm sorry to cut you off.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] That's OK. It is on file. So how can I help you all today?
[CUSTOMER][NEUTRAL] OK, I have a, uh, so this is this cancel policy, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] So I'm we trying to find out or he's trying to find out what I'll do it cover because he just got diagnosed with a cancer in [PII], I think.
[CUSTOMER][NEUTRAL] So he's gonna have to have surgery on the [PII] of this month and.
[CUSTOMER][NEUTRAL] And I don't know where we got to go from there. They say he possibly gonna, gonna have they gonna stay over one night, maybe two at the most. So I'm just trying to find out what we need to do or how what what needs to be done or how do it be, what, what we need to do.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] Or what do this policy?
[AGENT][NEUTRAL] OK, so I can see too that we mailed a copy of your policy to you, Mr. [PII], a while back. Do you have that still?
[AGENT][NEUTRAL] For your reference, or do I need?
[CUSTOMER][NEUTRAL] If I
[CUSTOMER][NEUTRAL] He probably don't, but from right now, I just, so you can send another one, but he's been going through a lot, he's been sitting in a while, a period of time, so I just need to, if you could just tell me what needs to be done or what we need to do, or what do he, what he, what he paid for all these years, what do we cover.
[AGENT][NEUTRAL] Yes, OK.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so there are a lot of different benefits on this policy. Um, there's a hospital confinement benefit for an inpatient admission.
[AGENT][NEUTRAL] It's $300 per day.
[CUSTOMER][NEUTRAL] Where he lived
[AGENT][NEUTRAL] OK, do you have
[CUSTOMER][NEUTRAL] So he will go to the hospital on [PII] because that's the day he's supposed to have the surgery.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] For sure, I know that, and, and he said we would, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So it will be dependent upon for that benefit for the hospital admission, just because he stays overnight does not necessarily mean that's an inpatient admission. So it'll be dependent upon the bill that you will send us from the hospital.
[AGENT][NEUTRAL] Uh, Ms. [PII], but there are benefits on this plan for surgery.
[AGENT][NEUTRAL] There's a
[AGENT][NEUTRAL] There's benefits for anesthesia, there's benefits for his attending physician. Um, if
[CUSTOMER][NEUTRAL] So this is what I'm trying to find out. You, you telling me all of this and I understand, but I'm just saying y'all don't know which one it automatically pays for you. I got to go through and read all this and figure this out.
[AGENT][NEUTRAL] Radiation. Uh-huh. OK.
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] That is correct. We will have to receive the claim along with the required documentation for review. I can't guarantee any payment over the phone. We will have to receive all of the paperwork in order to determine the benefits.
[CUSTOMER][NEUTRAL] Oh, OK, but that's.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] That's what I want to know what paperwork do I need to have from the doctor [PII] to send to you all? That is my question.
[AGENT][NEUTRAL] OK. Do you have the ability to print offline, Miss [PII]?
[CUSTOMER][NEUTRAL] No, ma'am, I, I tell you what, I got an aunt that know she, she, she got the same policy my husband got. I don't have this policy. I don't do the computer, so I, I'll call back and see if I have authority to speak, I can let her speak. I can let her speak for me and get what you need, OK? Would that be OK?
[AGENT][NEUTRAL] I can.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Well, she could, well, we won't be able to provide her information. We can provide you information, Miss [PII].
[CUSTOMER][NEUTRAL] No, no, I
[AGENT][NEUTRAL] But if you would like to.
[CUSTOMER][NEUTRAL] That, that, I'm saying.
[CUSTOMER][POSITIVE] I'm gonna be the one that call you back. I'm gonna have my aunt that know how to use the computer, know how to do what you're saying, listening so she can get the information that you need and give to me. May I be able to do that?
[AGENT][NEUTRAL] If we're talking to you.
[CUSTOMER][NEUTRAL] Right, you'll be talking to me and, and I just need to get whatever qualifications that you need for me to have that I can get from the doctor on [PII] that I can file to you all.
[AGENT][NEUTRAL] OK. So, if you, if you would like, Ms. [PII], I can go ahead and give you the website.
[AGENT][NEUTRAL] That you can write down. So you would go to [PII].
[CUSTOMER][NEUTRAL] OK, what is that?
[CUSTOMER][NEUTRAL] Wait a minute, Alba writing it down. [PII], what else?
[AGENT][NEUTRAL] Yes. Uh-huh. [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Hold on, let me spell [PII] out.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] So again, that is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, now when that page comes up.
[AGENT][NEUTRAL] Your aunt will see a, a tab at the top that says claims and forms.
[CUSTOMER][NEUTRAL] Coin pools. OK.
[AGENT][NEUTRAL] Mhm. Click on that.
[CUSTOMER][NEUTRAL] Hold on, we writing this.
[AGENT][NEUTRAL] OK, that's fine.
[CUSTOMER][NEUTRAL] But she didn't know what to do.
[AGENT][NEUTRAL] Mhm. It's, it's really.
[CUSTOMER][NEUTRAL] OK, I don't go click on.
[AGENT][NEUTRAL] Yes ma'am, click on where it says claims and forms, just click on that. If she uses the computer she'll understand that click on the link.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Then scroll down the page.
[AGENT][NEUTRAL] And she will see where it says cancer claim form.
[CUSTOMER][NEGATIVE] Hold on, he's like the cancer claim for me.
[AGENT][NEUTRAL] OK. Yes, ma'am.
[CUSTOMER][POSITIVE] Thank you so much. I appreciate you.
[AGENT][NEUTRAL] Oh, you're welcome. And so where you see cancer claim form, Ms. [PII], out to the right is a blue button.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That says download, uh-huh.
[CUSTOMER][NEUTRAL] How long?
[CUSTOMER][NEUTRAL] Hold on, out to the right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] There's a blue button.
[AGENT][NEUTRAL] That says download form.
[AGENT][NEUTRAL] Click on that button.
[CUSTOMER][NEUTRAL] Wait, wait, wait, wait, wait, wait, wait, download form down, wait a minute, click on the blue button that says download form.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And the claim form will open up at that point where you can see it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the first page, Ms. [PII], of the claim form.
[AGENT][NEUTRAL] Has all
[CUSTOMER][NEUTRAL] Hold on, first page. I'm, I'm.
[CUSTOMER][POSITIVE] The first page got everything I need. The first page to have what?
[AGENT][NEUTRAL] The instructions.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It will explain everything you need to know as far as filling out that claim form and the other documents that you would need to submit along with it.
[CUSTOMER][NEUTRAL] OK. So, some of these documents got to be sent to the, to the hospital for them to fill out?
[AGENT][NEUTRAL] Well, not for them to fill out, but you will have to get documents from the hospital and from the doctor.
[CUSTOMER][NEUTRAL] OK, so it'll say specific what what uh documents I would need.
[AGENT][NEUTRAL] Yes, ma'am. Uh-huh.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, the form will say, well, I need to know that he had surgery on his right so and so or something like that. They need to. I mean, I'm just asking cause I don't know and I wanna do all this work and send and then somebody say well y'all, well I needed to know this and and and the doctor didn't send this, so I'm asking personally now. I work at a doctor's office. Every doctor's office is different, so I, I'm trying to find out what specific do y'all need.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And everything specific is listed on that front page.
[CUSTOMER][NEUTRAL] And, and that
[AGENT][POSITIVE] So you can kind of use that if you want to use it as a checklist to just go down because it does tell you exactly what we need.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] And then we mail that to you all is, do we have to be after this, after the surgery. I know we mail that to you all and wait till we get a response back. Is that how it works?
[AGENT][NEUTRAL] Yes, ma'am. If you're not able to upload it online, you would either fax it or mail it, and the fax number and the mailing address are both also on the bottom of that first page of the claim form.
[CUSTOMER][NEUTRAL] OK, so normally you just submit it back to the computer that's what my aunt can do, right?
[AGENT][NEUTRAL] But we don't have an email for Mr.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hunter. So it's gonna need to be faxed or mailed. Yes, ma'am, I'm here.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK. So, I'm just saying,
[CUSTOMER][NEUTRAL] She can fax it to, she can fax the information to you all through her computer cause she does that kind of stuff.
[AGENT][POSITIVE] Exactly
[AGENT][NEUTRAL] Yes, and it can be faxed to us, uh-huh, and the fax number is on that first page at the bottom.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so is that the best way to do it is is to fax it to you all since he don't have an email?
[AGENT][POSITIVE] Yes, ma'am. Uh-huh. That would be the next best way to do it.
[CUSTOMER][NEUTRAL] OK, and so when y'all fax back y'all will fax back to her computer, right? And she, she can let me know.
[AGENT][NEUTRAL] Well, we don't fax. No, ma'am, we won't fax anything back. That would be something that once it's been reviewed, it would be, we would mail out our explanation of benefits.
[AGENT][NEUTRAL] Just like your other major medical insurance companies do, would be mailed out.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, and what's your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] OK Ms. [PII], I just wanna call you by your name. I just uh wanna thank you uh.
[AGENT][NEUTRAL] No, you're fine.
[AGENT][POSITIVE] Oh, well, you're welcome.
[CUSTOMER][POSITIVE] Thank you for the help cause this, this is a lot, so.
[AGENT][POSITIVE] Yes, ma'am. It is an awful lot. And like I said, instead of trying to write everything down, you know, that first page of the claim form, it does. It has all of the instructions and explains that we need, you know, exactly what we need.
[CUSTOMER][POSITIVE] OK. OK then, well, um thank you so much.
[AGENT][POSITIVE] Yes, ma'am. Well, you're very welcome. So is there anything else that I can help you all with at the moment?
[CUSTOMER][NEUTRAL] OK, Ms. [PII], so once we have the surgery, or once he had the surgery, we get, do I get out of, so you think.
[CUSTOMER][NEUTRAL] Uh, some of the paperwork, do we need to be filled out before he had the surgery, you think, or all of it needs to be filled out after the surgery?
[AGENT][NEUTRAL] Well, I mean.
[CUSTOMER][NEUTRAL] Cause a lot of the stuff is.
[AGENT][NEUTRAL] Yes, ma'am. If he's already received a positive diagnosis of cancer, then you can go ahead and file for that portion, but obviously, yes, ma'am, you can't file for the surgery until that has occurred because we have to have the itemized bills from the hospital.
[CUSTOMER][NEUTRAL] Already know
[AGENT][NEUTRAL] And all of that. So there would be no way to file for that yet.
[CUSTOMER][NEUTRAL] But I, he can, well he can just do it all at once. He can file for the cancer.
[CUSTOMER][NEUTRAL] And do it all at once, right? Because, because you said there's a lot of different things.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am. It can be
[AGENT][NEUTRAL] Yes, ma'am, there's a lot of different benefits on this policy. So yes, I mean, if it's easier for you all to do it that way, then that is fine. And obviously, with cancer, we will always have to have a, a copy of his pathology report diagnosing the cancer, but again, that information's in those instructions on page one.
[CUSTOMER][NEUTRAL] OK, well, I guess, I mean, we try to do it all at once, I guess I can go ahead and get that information now.
[CUSTOMER][NEUTRAL] I mean, you know, like, cause I know, I know we did.
[AGENT][NEUTRAL] I mean, if you want to start, yes, if you're wanting to start getting your information together that you currently have, you know, um, then that's fine. And then, you know, obviously, once the surgery's taken place, you can get the rest of that information.
[CUSTOMER][NEUTRAL] And just send it all in one walk.
[AGENT][POSITIVE] You can do that. Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah, just send it out. Is that the best way to do it or just go ahead and do the first part like get the biopsy and pipe out or or just do it all? How, how do I go about that?
[AGENT][NEUTRAL] Either way, honestly, people do it both ways. Some people, you know, submit claims along the way to try to, you know.
[AGENT][POSITIVE] Get ahead of it essentially some people it's easier for them to.
[AGENT][NEUTRAL] To file it a little later down the line. That's just a personal preference, honestly, Miss [PII].
[CUSTOMER][POSITIVE] OK, OK, Ms. [PII], well, uh, thank you so much. I appreciate you and I, I'll be calling you back.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] What were you?
[AGENT][POSITIVE] Absolutely, call us if there's any other questions, I will order a copy, another copy of that policy to be mailed um to you all as well.
[CUSTOMER][POSITIVE] OK, I'm sorry, I don't, I don't, uh, it's just, it's it's been a lot, lot. OK, well, I appreciate that, yeah.
[AGENT][NEUTRAL] I know, I know it has. Well, yes, ma'am, and, um.
[CUSTOMER][NEUTRAL] So I'm gonna call my aunt.
[CUSTOMER][NEUTRAL] To tell her to look it up and look over what what all we gotta have from from the part that he got now and maybe we can go ahead and file that so it won't be so much at one time.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Well, well, that would be fine as well.
[CUSTOMER][NEUTRAL] So, normally like,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] When you find out like you do have cancer and you do send the pap out of the porch, so it is a, that's a portion that's something y'all pay for him or how do that work?
[AGENT][NEUTRAL] Well, that's, yes, ma'am, that's just a, a, a critical piece of required documentation. With any type of cancer diagnosis, we always have to have that before we can, you know, move further with any other benefits on the policy, since we have to receive that confirmation. Mhm.
[CUSTOMER][NEUTRAL] I understand.
[CUSTOMER][NEUTRAL] OK, well, I was, OK, well I was just trying to find out because I know we're gonna have to be doing a lot of trips to.
[CUSTOMER][NEUTRAL] Uh, Sport and that's like a, an hour and a half, like, you know, frequent, so I was just trying to see, you know, what kind of, you know, if you've been paying for this for years, what kind of benefits can help, you know, help out with, you know, the trips and the stuff.
[AGENT][NEUTRAL] And I believe on his policy, he does have transportation and lodging, um, benefits on there as well.
[CUSTOMER][NEUTRAL] So that means that it might pay for mileage for him driving back and forth every day the days he has to go.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am. Uh-huh. Let's see, um.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] So, yes, ma'am. If the
[AGENT][NEUTRAL] If the route, it states that the
[AGENT][NEUTRAL] For any type of treatments.
[AGENT][NEUTRAL] Surgery in a hospital that is at least, it has to be at least 50 miles away from the covered person's residence using the most direct route. Yes, there are benefits for that.
[CUSTOMER][NEUTRAL] Well maybe
[CUSTOMER][NEUTRAL] OK, well, let me ask you this, do the benefits count from going to like we've been to [PII]. I'm just saying like.
[CUSTOMER][NEUTRAL] Like 1234.
[CUSTOMER][NEUTRAL] Tomorrow will be 5 times already, you know, after we found out here we had to start going to another doctor and so tomorrow the [PII], would be the 5th time going to Sreport. Will it, will it cover for like
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so this just cover for just the treatments he have to go for, not for the for the sickness and the tests and all the stuff he had to take over that. Do that apply for that? Uh, I'm just asking for I know the file for the 5 time we be or just start after the surgery. That's what I was asking.
[AGENT][NEUTRAL] No, for, since he has been diagnosed with cancer, the policy language states that we will pay the amount shown in the schedule of benefits for transportation of a covered person who has been diagnosed as having cancer.
[AGENT][NEUTRAL] To receive covered radiation therapy, chemotherapy, immunotherapy treatments, bone marrow stem cell transplant, or surgery in a hospital that is at least 50 miles away from the covered person's residence using the most direct route.
[CUSTOMER][NEUTRAL] Well yeah, well that's, that's that, that's, that is because we, we live in [PII] and it's from my my address to it's over in [PII] to off of [PII] so it's, it's over 50 miles, that's for sure.
[AGENT][NEUTRAL] OK. So yes, ma'am, then that is something, um,
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And benefits for travel will be paid up to 12 round trips per calendar year.
[CUSTOMER][NEUTRAL] So he can you only pay for 1212 times a year, right?
[AGENT][POSITIVE] Yes ma'am, that is correct.
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, well I appreciate you, Miss. [PII], but my aunt might have some questions, but she probably won't, but I, I'll call back if, if I do, and I just want to make sure I was on, on there so I can uh speak.
[AGENT][POSITIVE] Oh, you're welcome.
[AGENT][NEUTRAL] You will be able to speak again, just to be clear, Miss [PII], you will be able to speak to us, but we will not be able to speak to her without Mr. [PII] telling us it's OK for that phone call unless
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can
[AGENT][NEUTRAL] There's another form completed. Yes, sir, but again, it's per phone call unless we have a form like we do for Miss [PII] with you giving permission for another person.
[CUSTOMER][POSITIVE] Yes, it's OK.
[CUSTOMER][NEUTRAL] OK. OK. OK. OK.
[CUSTOMER][NEUTRAL] OK, where
[CUSTOMER][NEUTRAL] Well, I, well, my aunt have a laptop and uh well we can, it, it's OK. He'll be able to answer uh either I just ask the questions or either I'm gonna put it like this if she wanted to ask something, uh, uh, well, like if she reading the policy of of what she got the what I got to file but I'm just saying she doing it for me and she can just tell me to ask you the question I can ask you the question, right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. You could since we are authorized to speak to you.
[AGENT][NEUTRAL] But I'm going to go ahead and include a request as well to have another third party authorization.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, form sent to you all as well.
[AGENT][NEUTRAL] Along with the policy. Now, they may come separately, which they probably will not come together.
[CUSTOMER][NEUTRAL] OK, and then that oh.
[AGENT][NEUTRAL] And, but so that, you know, just so you're aware of that.
[CUSTOMER][POSITIVE] OK, OK, so, OK, OK then, well thank you so much and uh I appreciate it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, you're certainly very welcome and I will certainly keep Mr. [PII] and my thoughts and prayers.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome. You're welcome, Mr. and Miss [PII]. And is there anything else that I can help you all with at the moment?
[CUSTOMER][NEUTRAL] No, I'm gonna call my aunt and see can she get started on this for us and uh and I um and we'll call back when I have to.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK then well then if that's all I can help you with both at the moment, thank you again for calling APL and I hope you have a a very nice.
[CUSTOMER][NEUTRAL] OK, I got one more question for you, hang up, please.
[AGENT][NEUTRAL] Rest of your day today.
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] Ma'am.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] I got one more question. So,
[AGENT][NEUTRAL] I can hear you now. Yes, ma'am.
[CUSTOMER][NEUTRAL] I'm, I'm sorry, so you said that uh I can go ahead and, and fill out the claim that.
[AGENT][NEUTRAL] I can hear you now.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] You said I can go ahead and fill out the claim part of that, you know, he did get diagnosed with cancer already. And we can go ahead and do that part and send it in, right?
[AGENT][POSITIVE] Yes, ma'am, you can. Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You can.
[CUSTOMER][NEUTRAL] OK then.
[CUSTOMER][NEUTRAL] And and then that and then on the on the form you told me to look at on the www website that'll tell me what all I need to send in to let you know that he do have it like the biopsy and I need to get all that from medical records and send to you all fax all that fax all that to you all.
[AGENT][POSITIVE] Exactly, exactly, right, because.
[AGENT][POSITIVE] Right. That will be a a good reference for any time you submit a claim for any of his treatment or surgeries, anything like that, that will always be, you know, your checklist for what you will need to send us.
[CUSTOMER][POSITIVE] OK, OK then, thank you so much, Ms. [PII].
[AGENT][POSITIVE] Well, you're very welcome. And again, thank you for calling APL and I do hope you both have a very nice afternoon.
[CUSTOMER][NEUTRAL] OK, OK then.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Bye pa.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Just pull up a little bit for this place and get out of hand.