AccountId: 011433970860
ContactId: ef4adace-976d-4268-a0d2-788874c13e7c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1338479 ms
Total Talk Time (AGENT): 829390 ms
Total Talk Time (CUSTOMER): 318065 ms
Interruptions: 9
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/ef4adace-976d-4268-a0d2-788874c13e7c_20250624T17:25_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, ma'am, my name is [PII], and I'm calling on behalf of my mom, uh, [PII], and she has uh
[CUSTOMER][NEUTRAL] Cancer and I'm trying to.
[CUSTOMER][NEUTRAL] See about getting her.
[CUSTOMER][NEUTRAL] She's she's been paying for cancer probably for 40 years now, so trying to see if I can get that started.
[AGENT][NEUTRAL] OK, Mr. [PII], so you're calling on behalf of your mother and she is the one who has a policy with us. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes. Yes, ma'am.
[AGENT][NEUTRAL] OK. And are you wanting to find out about filing a claim?
[CUSTOMER][NEUTRAL] Right, I have the is it called a pathology report?
[AGENT][NEUTRAL] OK. Yes, sir. So Mr. [PII], oh, OK, so before you um give me all of that information, first off, let me go ahead and get a good callback number for you, please.
[CUSTOMER][NEUTRAL] For uh
[CUSTOMER][NEUTRAL] I have pathology report.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and she's here so she can verify. I mean she can tell you that I can have information.
[AGENT][NEUTRAL] Cause I will have, yes, so I will have to speak to her, but go ahead and give me your callback number.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is her policy number?
[CUSTOMER][NEUTRAL] I do not know, uh, and we're having trouble, which I'm I can get it from work, from her work, uh.
[AGENT][NEUTRAL] That's OK. What is her full social?
[CUSTOMER][NEUTRAL] I don't want me step out here. I had it wrote down at the office, but I don't have it wrote down here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] The.
[CUSTOMER][NEUTRAL] Do you remember your social security number right offhand? OK, uh, I'm gonna let her tell it to you right fast. Is that OK?
[AGENT][POSITIVE] All right. That'll be fine, Mr. [PII]. Thank you.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][NEUTRAL] Hello, this is [PII]. Um, yes, ma'am.
[AGENT][NEUTRAL] Hi. Hi, Ms. [PII]. This is [PII] with APL. So, um, so first off, your son said that he is wanting to try and find out about how to go about filing a claim for you. Is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, yes, ma'am.
[AGENT][NEUTRAL] OK, yes ma'am. Well, I'll be happy to speak to him regarding that for this one phone call with your verbal authorization.
[AGENT][NEUTRAL] But I do need to let you know that that would be for this one phone call only. Now, once we verify your information, I can explain to you what would need to happen if you're wanting to authorize us to be able to speak to him when he calls in.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, but first off, I need to pull up your policy information. So, what is your full social? He said you all did not have your policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you so give me a moment please to see if I can locate it with that OK?
[CUSTOMER][NEUTRAL] OK. Mhm.
[AGENT][NEUTRAL] OK, so first off, Miss [PII], um, any information that I do provide for you all today would be a verification of benefits and not a guarantee of payment, and the first piece of information that I need to verify with you is your date of birth.
[CUSTOMER][NEUTRAL] OK, that's [PII].
[AGENT][POSITIVE] Thank you and also your home mailing address.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And your phone number that we would have on file?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Uh, probably [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have an email address, Ms. [PII] that I can add?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] No email? OK, now.
[CUSTOMER][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] You want an email address? uh.
[AGENT][NEUTRAL] Now, if you would like, I mean, you can add anyone's email. The reason that I would add an email Ms. [PII] is so that claims could be submitted online through our portal, which is the most efficient and easiest way to get things to us for review.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So if you want to add your son's email, that's up to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That would be fine, your email.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Your email.
[CUSTOMER][NEUTRAL] Enter
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] So there's two [PII] and [PII], right? I'm not familiar with that. OK, all right.
[CUSTOMER][NEUTRAL] Right, yes, ma'am.
[CUSTOMER][NEUTRAL] Uh right
[AGENT][NEUTRAL] OK, so Ms. [PII], what I can do if you're wanting us to be able to speak to him for him to call in and check on claims, um, for you, there is a third party authorization form that I would be happy to email.
[AGENT][NEUTRAL] To his email address that we just added that you can complete and sign and return to us so that you do not have to give us verbal permission every time he calls without that on file you would have to get on the phone each time and uh authorize us to speak to him so that is again.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Up to you, OK? um, but if you would like for me to email that I can.
[CUSTOMER][NEUTRAL] OK. Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then there's another uh as far as the portal goes I can also email the user guides for the portal as far as how to set that up of course that would have to be set up with your information.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then his email address since you've added that on file so would you like for me to email all of that?
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Yes, uh-huh, it would.
[AGENT][NEUTRAL] To his email address? OK, so give me just a second before he gets on the line and I'm gonna go ahead and do that.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] So just a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Uh yes, sir.
[CUSTOMER][NEUTRAL] She's she's.
[AGENT][NEUTRAL] Yes, so can I speak to her just one more time, Mr. [PII]?
[CUSTOMER][NEGATIVE] OK, because she, she's getting kind of frustrated. She is, it's in her, in her mind.
[AGENT][POSITIVE] OK, thank you. Oh bless, um, I know she, bless her. I know it's, it's hard. I know. Miss [PII].
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] That's OK. I just need to speak to you for one second. So, I just want to clarify that you do authorize me to speak to, to your son today, to [PII]. Is that correct?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] I'm sorry, what did, what was it?
[AGENT][NEUTRAL] I, I wanted to verify that you do verbally authorize me to speak to him today on the on this call.
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[AGENT][POSITIVE] OK. All right. Well, thank you so much.
[AGENT][POSITIVE] I appreciate it. Yes, ma'am. And I hope you, you, yes, ma'am. All right.
[CUSTOMER][POSITIVE] OK, you're welcome. I appreciate, I appreciate you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] OK, Mr. [PII], so give me just a moment. I don't know, um, was I on speakerphone?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No, uh, no, I didn't hear. I, I, I didn't hear what you didn't see it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, OK, so that, all right, so that's fine. So, I, she added your email address on file.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] So I'm going to send you an email that's gonna have several attachments, OK? Um.
[CUSTOMER][POSITIVE] Oh yes ma'am.
[AGENT][NEUTRAL] One of them is going to be about creating.
[AGENT][NEUTRAL] The profile in our portal called the online service center.
[AGENT][NEUTRAL] There will be another guide that explains how to use the portal once it's created.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm going to send.
[AGENT][NEUTRAL] Um, a third party authorization form that I explained to her that she can complete and it can be emailed back.
[AGENT][NEUTRAL] To us if she wants to authorize us to be able to speak to you.
[AGENT][NEUTRAL] You know, when you call in if you're going to be you know helping her with a lot of this because without that she will have to verbally give us authorization to speak to you each time you call in.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right, OK.
[AGENT][NEUTRAL] It's not a one time only thing. So, um, give me just a second to, to try to get these.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] In this email to send to you, so one more second, and then I'm also gonna send you the cancer claim form because on this cancer claim form or do you already have that? OK, well I've gone OK, I'd already pulled it up so it's gonna be on there anyway. Alright, so one sec.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I downloaded one. OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, but then there was uh oh.
[CUSTOMER][POSITIVE] OK, that's fine, that's great.
[CUSTOMER][NEUTRAL] Kind of hard when they, which I know y'all deal with it all the time they get kind of frustrating, which I understand, you know.
[AGENT][NEGATIVE] It's, well, it's an overwhelming, it's overwhelming. So, uh, yes, I.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] I totally understand it and, you know.
[AGENT][NEUTRAL] I will certainly be thinking about her.
[CUSTOMER][POSITIVE] Mm, uh, I should do, thank you, yeah, yes.
[AGENT][NEUTRAL] Going through this.
[AGENT][POSITIVE] Yeah, you're welcome.
[AGENT][NEUTRAL] So I'm too familiar with it firsthand, so it, it is a, it is overwhelming so.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Give me just one more second and then you should have this email from me in just a moment or so and it's gonna come from [PII].
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] And I did put [PII] in the subject line as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't think that it will go to your junk or spam folder. I meant to reverify the email, so give me just a second to make sure it went to the correct place. um [PII] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] [PII] excuse me, [PII].
[AGENT][NEUTRAL] [PII]. Is that correct?
[CUSTOMER][NEUTRAL] OK, it's just, it's just [PII]
[AGENT][NEUTRAL] OK, so it's not, yeah, so when I verified it with her, she did confirm because I repeated it and she did, I did say two T's. So let me just, all right, so give me a second. I'm gonna need to do that again cause I'm not familiar with that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] There's nothing personal, you know, in there, but.
[AGENT][NEUTRAL] That was sent, so it's no harm, no foul, but give me just a second to.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I didn't say this. I know something I don't sending me stuff.
[AGENT][NEUTRAL] Yeah, I didn't have any policy information. It was just generic forms. So, again, it's so, it's all good, but I do need to get that updated.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um, in the system, so it should only have one T in it so it's East X, right? East X.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] Yeah, yeah, that's right, E.
[CUSTOMER][NEUTRAL] Since you have on.
[AGENT][NEUTRAL] Alright, let's see.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK just a moment.
[CUSTOMER][NEUTRAL] Uh, no rush.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We're just office are y'all in [PII] are you in?
[AGENT][NEUTRAL] Our corporate office, our corporate office is in [PII].
[CUSTOMER][NEUTRAL] Another state.
[AGENT][NEUTRAL] And I'm actually located in [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh, OK, so yeah, you're hot as we are over here then.
[AGENT][NEUTRAL] I'm in the hot South. I'm in the hot South.
[AGENT][POSITIVE] Yeah. Yes, hot, hot South.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And no matter how long you live here, you never get used to it.
[CUSTOMER][NEGATIVE] No, it's still hot. I don't care what anybody says.
[AGENT][POSITIVE] Mhm. I feel sorry for the people up north right now that aren't used to the 100+ degrees, you know.
[CUSTOMER][POSITIVE] Exactly.
[AGENT][NEGATIVE] Like we are, it's just another day around here. But those poor people are suffering.
[CUSTOMER][POSITIVE] Yeah, that's right.
[AGENT][NEUTRAL] OK, so hopefully, you will receive this one. I changed, uh, that.
[AGENT][NEUTRAL] Email address.
[AGENT][NEUTRAL] And sent that to you. So again, the email that you should be receiving will come from [PII].
[AGENT][NEUTRAL] And since she is the policyholder, it is addressed, you know, to her.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] But she did authorize me to provide you the information today. So when you're setting up the profile, Mr. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] In that portal
[AGENT][NEUTRAL] The information is all gonna be that you're gonna complete will be related to her except for the email address.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hello, are you still there?
[AGENT][NEUTRAL] Yeah, I am. Can you hear me?
[CUSTOMER][NEGATIVE] Oh, I, I lost you right as you said all the information needs to be and then I lost you.
[AGENT][NEUTRAL] Oh, did it cut out? OK. So, all of the information that it's gonna ask for will obviously be related to your mother, except for
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Your email address since she's chosen to put that on file, OK? Because it will email you the security verification codes and that kind of thing and again.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Right, OK, mhm.
[AGENT][NEUTRAL] The third party authorization form, the authorization to disclose information form that can be emailed back to [PII] so that we can get that on file, but without it she again she will have to verbally give us permission to speak to you each time you call in. Now do you have power of attorney for her by chance?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I do not know. I, I guess my, my dad probably does.
[AGENT][NEUTRAL] Oh, OK. Because if you did, that's something you could send into, we could get that processed through our legal department and that would also give us, you know, authority to speak to you. Um, OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] So that part of it's been handled. You should be receiving those emails or you should have already received it.
[AGENT][NEUTRAL] Now, as far as filing the claim, you said that you had already downloaded the cancer claim form. It is titled Can claim form, is that correct? OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right. Um, and you said your first name is [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. So that, that cancer claim form on page one.
[AGENT][NEUTRAL] It has all of the instructions.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] For completing that claim form.
[AGENT][NEUTRAL] And then all of the additional documentation that will need to be submitted for uh to us for the review.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Once that portal has been set up.
[CUSTOMER][NEUTRAL] I
[AGENT][POSITIVE] That information you can save it all on a file on your computer and you can upload it directly into the portal that is the most efficient.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Way to get something submitted to us. You can also mail it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Or fax it.
[AGENT][NEUTRAL] And that information is on the bottom of page one of the claim form. We just cannot accept claims information via email.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Right, as far as, uh, uploading it, would I do it like in a PDF file or something or?
[AGENT][NEUTRAL] You can right the um user guide should explain all that to you, but yes, you would just, once you have everything together you would just save it to your computer and then once you're signed into the portal, it'll ask about filing a claim again that user guide's gonna give you that information you'll just walk through the steps and yes you will upload that for review then you should get a confirmation letting you know that that was a successful upload.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] In the event that you submit documents, uh, this reminder, and that we are needing some additional information hypothetically, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] When you get ready to submit that additional information that we were needing, there's not a way to tie it to an existing claim number, so you would just upload it as if you were submitting a new claim and then internally it would recognize that OK we were missing the pathology report here it is.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Anything else about that uh the portal user guy will also have information in there about adding in direct deposit information.
[AGENT][NEUTRAL] So that if we are able to pay benefits, they can be electronically deposited instead of us having to mail a paper check.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] You can also opt in for text notification alerts once the claim has been processed. That's an option in the portal again it should give you those prompts when setting it up and the information also should be in that user guide.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][POSITIVE] I will sure give it a fighting chance anyway working on it.
[AGENT][NEUTRAL] And her policy number, which you will be able to see all of her policy numbers in the portal, but her cancer policy number that you're gonna want to reference is 46.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] 0612.
[CUSTOMER][NEUTRAL] 460612.
[AGENT][POSITIVE] Yes, sir, that is correct.
[CUSTOMER][POSITIVE] OK. All righty. Uh, sure, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, you are certainly very welcome. And do you have any other questions at the moment?
[CUSTOMER][POSITIVE] No, ma'am, that got me going. I appreciate it.
[AGENT][POSITIVE] OK, well, you're certainly welcome. So if there's anything else that comes up if you have any questions, please give us a call.
[CUSTOMER][POSITIVE] OK, will do thank you have a good day.
[AGENT][POSITIVE] OK, Mr. Ma, you too, and thank you again for calling APL.
[CUSTOMER][POSITIVE] Yes ma'am alright bye bye.
[AGENT][NEUTRAL] Mhm bye.