AccountId: 011433970860
ContactId: ee1aeb6f-3e03-4507-a81f-31f85a6687ee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 929760 ms
Total Talk Time (AGENT): 229330 ms
Total Talk Time (CUSTOMER): 207006 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/ee1aeb6f-3e03-4507-a81f-31f85a6687ee_20250204T13:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling. Thank you for calling AP. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] It's my name is uh [PII], ma'am. I got this uh stuff for y'all and it said cancel claim form in the mail, and I like to know what I have to get to the doctor to fill out and what I need to fill out.
[AGENT][NEUTRAL] OK, can you spell your name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Last name [PII] I'm sorry, [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is your policy number?
[CUSTOMER][NEUTRAL] Ah, I have one that is.
[CUSTOMER][NEUTRAL] Oh man, where would I find that on this paper?
[AGENT][NEUTRAL] And just look for the policy number if it's on there, it'll say policy start number.
[CUSTOMER][NEUTRAL] OK, I'm looking for right now.
[AGENT][NEUTRAL] Or I can search it by your social if you would like.
[CUSTOMER][NEUTRAL] OK, go [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. One moment.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Looking for your policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's your first name?
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][NEUTRAL] OK, I'm not showing anything under that social security number. The document that you received is from American Public Life?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And what type of policy do you have?
[CUSTOMER][NEGATIVE] Uh, cancel claim form.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So it's it's 429, the first three digits of the social.
[CUSTOMER][NEUTRAL] [PII], yes, ma'am.
[AGENT][NEUTRAL] OK. What's your date of birth and your mailing address?
[CUSTOMER][NEUTRAL] A [PII] mailing address [PII].
[AGENT][NEUTRAL] And the zip code there?
[CUSTOMER][NEUTRAL] ZIP code [PII].
[AGENT][NEUTRAL] And your email
[AGENT][NEUTRAL] OK, and your email address?
[CUSTOMER][NEUTRAL] It just like that two different warning trial. [PII].
[CUSTOMER][NEUTRAL] At the [PII] or you can try [PII].
[AGENT][NEUTRAL] OK, it's the letter and we'll put up so what's your first and last name [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh-huh. [PII] that [PII] and that it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Cause I, I gotta go see my doctor. They're gonna do to me today. I was diagnosed with cancer last week.
[AGENT][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] And so the document that you received.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] What does it say?
[CUSTOMER][NEUTRAL] Cancel claim form. Section E apologize, request for information including.
[CUSTOMER][NEUTRAL] Health uh health uh informant, and then I got one I got, I guess the doctor has to fill out the one I'm looking at that it's 404, then there's another one that says 204, and then I have another one, the front one.
[CUSTOMER][NEUTRAL] This is uh cast a claim form.
[CUSTOMER][NEUTRAL] Uh, and they say diagnosed with cancer.
[CUSTOMER][NEUTRAL] New diagnosis of cancer surgery included.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] It's another one just got
[AGENT][NEUTRAL] OK, so this is just a form for you to complete and there's 4 pages. So the first page, yes, just for you to complete, yeah, so the first page is just instructions on how to complete the, the form and then what information is required.
[CUSTOMER][NEUTRAL] Oh, that's for me to complete.
[CUSTOMER][NEUTRAL] They call him M find the first date.
[CUSTOMER][NEUTRAL] Oh sounds first.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The 2nd page does it say cancer claim form statement of insured.
[CUSTOMER][NEUTRAL] Oh, so that's.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Page 2.
[CUSTOMER][NEUTRAL] So I get 202404. I gotta find 4. I gotta find it.
[CUSTOMER][NEUTRAL] OK, let me start all over again. Let's see, I got 104 in my hand. I got 1 in my hand, 20 4.
[CUSTOMER][NEUTRAL] And then the other one is.
[CUSTOMER][NEUTRAL] 3 or 4.
[CUSTOMER][NEUTRAL] I see the statement.
[AGENT][NEUTRAL] And there's
[CUSTOMER][NEUTRAL] So what does this do right here, man? Could you explain to me better what what's this for?
[AGENT][NEUTRAL] Are you talking about the form or one of the pages of the form?
[CUSTOMER][NEUTRAL] No, the, the whole entire for was it for?
[AGENT][NEUTRAL] OK, so this is a form that's required to be completed and submitted whenever you submit your claims, um, and it tells you what documents that are required.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] To send in with this claim form.
[CUSTOMER][NEUTRAL] OK, I have all that.
[CUSTOMER][NEUTRAL] Already.
[AGENT][NEUTRAL] You have the documents to send in with the claim form?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so then you would just complete this form, so like on page 2 of 4.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's just asking for your name, your first and last name, your date of birth. Um, you don't necessarily have to put your social on there. You can put your policy number in that section, and I'll give you your policy number.
[CUSTOMER][NEUTRAL] I need my phone.
[CUSTOMER][NEUTRAL] OK, let me get a pen so I can get my policy up.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Wow
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, something to write on. I got a pen.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] T
[CUSTOMER][NEUTRAL] It was like something I go get treated for care or something I'd be off work and just cover something.
[AGENT][NEUTRAL] OK, so that would be like if you had a disability policy.
[AGENT][NEUTRAL] Uh, with APL and you do not, but any medical services that you have as a result of your diagnosis, those claims can be possibly can be considered.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] For disability.
[AGENT][NEUTRAL] Not for disability. You do not have a disability policy.
[CUSTOMER][NEUTRAL] Go ahead, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So we wouldn't be able to pay you like if you had to be off for a certain amount of time, you do not have a disability policy with us, just this cancer policy. So any bills that you may incur, like if you had to have a surgery due to the diagnosis diagnosis, you could send in that itemized bill.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] For possible reimbursement, but you do not have a disability policy with us.
[CUSTOMER][NEUTRAL] OK, they do the school?
[AGENT][NEUTRAL] Yes this is through your employer.
[CUSTOMER][NEUTRAL] OK, go ahead, give me the policy number.
[AGENT][NEUTRAL] It's 256-603.
[CUSTOMER][NEUTRAL] 25.
[AGENT][NEUTRAL] Uh-huh. 256.
[CUSTOMER][NEUTRAL] 60. OK, 256603.
[AGENT][NEUTRAL] Let me start over.
[AGENT][NEUTRAL] 256
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] 256
[AGENT][NEUTRAL] 6030.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] 6030, got it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's my policy number. So basically just fill this out, send the information, fax information back to y'all then y'all just take it from there.
[AGENT][NEUTRAL] Correct, but you'll have to submit any itemized bills, so, uh, back up to page one if you wanna go back to the page one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] So it basically tells you in addition to the claim form that you're gonna complete.
[AGENT][NEUTRAL] Um, it tells you what documents that we require.
[AGENT][NEUTRAL] So it'll, so the first bullet will tell you what sections of the claim that needs to be completed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then um it says that the indicated documentation must accompany the completed statement of insured, which is the claim form when filing a claim. So we would need a pathology report.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, your initial diagnosing, um, the initial for the for the initial diagnosis of cancer.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, you would get that from your oncologist?
[CUSTOMER][NEUTRAL] OK, I got that already. I gotta go see in the day this morning.
[AGENT][NEUTRAL] And then if you
[AGENT][NEUTRAL] OK. And then if you.
[CUSTOMER][NEUTRAL] To see what on my head.
[AGENT][NEUTRAL] OK. And if you have any surgeries or radiation chemotherapy, uh, you could send us those itemized bills as you incur them for review.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And basically I'll just, whatever I paid y'all just reimburse me for what I paid it.
[AGENT][NEUTRAL] Correct, when you send in the documentation that's on that the claim form that you have.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Alright then, thank you for your help, man. Make sure I get on this today so I get the rest of information from today and I can send everything to you. Thank you, ma'am.
[AGENT][NEUTRAL] OK, [PII].
[AGENT][POSITIVE] All right, [PII]. Anything else? You're welcome. Thank you for calling.
[CUSTOMER][NEUTRAL] No, I just don't know what that is for.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] I, uh, thank you, ma'am.
[AGENT][POSITIVE] All right, thanks for calling.
[CUSTOMER][NEUTRAL] Who want this claim now. Yes, ma'am.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Now what this is this is my stuff to fill out.
[CUSTOMER][NEUTRAL] You hear me?