AccountId: 011433970860
ContactId: ef66af6e-1abb-4488-b2c0-99cb82025441
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 443089 ms
Total Talk Time (AGENT): 216739 ms
Total Talk Time (CUSTOMER): 206958 ms
Interruptions: 2
Overall Sentiment: AGENT=1.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/ef66af6e-1abb-4488-b2c0-99cb82025441_20250428T15:43_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], yes, um, my name is [PII]. I do have a cancer policy with you guys, and I am needing some help. I need to file a claim and they told me I can call this number and get some assistance over over the phone.
[AGENT][NEUTRAL] OK, well I can definitely help you with filing a claim over the phone. Um, we can't file the claim over the phone, but I can help you with how to.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, I understand. Yes, ma'am.
[AGENT][NEUTRAL] All right, well, [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Uh yes, my phone number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the number I have for the policy is 22.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEGATIVE] Uh, oh God, I don't know what that is.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I can't make out the last number, but I think it's, I think that was it right there.
[AGENT][POSITIVE] Yes, it was, and thank you so much for verifying. May I have, um, you're welcome. Can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, it's [PII]. That's my uh date of birth, and the email uh you probably have is my work and I can also give you my personal one. It's [PII] or [PII].
[AGENT][POSITIVE] Thank you for that. Looks like we have your work email and then just your mailing address.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Um, so you have two options in filing the claim. Either you can file the claim on your own or you can provide your provider with your policy number and our phone number for them to file. If you are filing, um, what, what is it that you're filing for like treatments and things or is this for like the first occurrence?
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[CUSTOMER][NEUTRAL] Well, no, this is not the first, uh, I've been in the hospital uh they found to, uh, it's related to cancer, so I, uh, I had surgery and I'm about to have radiation. So my question is, can I fall now or uh that's, um, that's where I need a little guidance is do I wait till my.
[AGENT][NEUTRAL] So how
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So how it works, um, the easiest thing to do, um, would be to, you know, when they ask you for your insurance information, when you give your other insurance, just go ahead and give them this policy number and your and our phone number. They're gonna call us and verify your coverage and your benefits and then like you said, you're getting ready to start the treatments. Once that bill.
[CUSTOMER][NEUTRAL] The radiation. Mhm.
[AGENT][NEUTRAL] Mhm. The radiation treatments. Once that um bill comes out, they're going to bill your, you know, your primary insurance or your other insurances, and then they'll bill us also. So that way you won't receive a, hopefully you don't receive a bill at all, but if you do, it won't be until after they bill all the insurances that they have on file and everyone's applied or answer would have did not, you know, gave them an answer or something.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I have an appointment coming up for radiation starting on the [PII]. So when I go up there on that day, do I give them my policy number and tell them they here's the cancer policy number and and let them know or or or what.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. So you'll just, you'll just, yes, you'll just give them the policy number and say I have an additional cancer policy that I would like to billed as well, and they'll and then from there, you know, they'll just bill it after that. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][POSITIVE] Along with my insurance and let them do the work from there, OK, now on this this policy it also covers me being in the hospital for this.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Um, so like,
[CUSTOMER][NEUTRAL] Cause I was in the hospital.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Oh, you mean like in the hospital?
[CUSTOMER][NEUTRAL] For, for surgery and stuff like that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is this oh hold on one moment, I'm looking through your policy.
[CUSTOMER][NEUTRAL] Yes ma'am I just need to I'm I'm trying to get information from you guys just to make sure I do the right filing or let them know.
[AGENT][NEUTRAL] So this one.
[AGENT][NEUTRAL] Let me just double check.
[AGENT][NEUTRAL] So now this policy is specific to your treatments and then there's riders. So the policy will cover radiation treatment, chemotherapy, or immunotherapy, um, up to 12 months per per year at $20,000 and then you
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Only.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, I'm here.
[CUSTOMER][NEUTRAL] OK, so it's, it's for the radiation which starts on the [PII], but I need to let them know ahead of time, you know, I need to, uh, here's my policy number for the cancer treatment.
[AGENT][POSITIVE] Yes, so that way they'll be, they'll bill us so you don't have to do it.
[CUSTOMER][NEUTRAL] OK, cancer policy. OK.
[CUSTOMER][NEUTRAL] OK, OK, alrighty, and they'll handle the, the filing and all that, the claim forms and all that.
[AGENT][NEUTRAL] Yes, they'll bill the other insurances and then they'll probably be unless you have another one after us, they'll probably bill us after they bill your other insurances.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] My regular insurance OK and what was your name?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] And I really appreciate you taking your time, uh, so I, I just need to start when I go up there for radiation, give them my policy number for this cancer policy.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Well, I usually tell my patients, I usually tell my patients to give the policy number and our phone number, because a lot of times they see APL and they think that's the name like that is the insurance, that's the insurance company, you have several benefits. So, tell them to give us a call to verify benefits and for the information on how to file.
[CUSTOMER][NEUTRAL] And then take it from there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so what number do I give them along with the policy number?
[AGENT][NEUTRAL] The number is 800.
[AGENT][NEUTRAL] 256.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 8606.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And whoever answers the phone, right?
[AGENT][POSITIVE] Yes, we all will be more than happy to assist you. I'm the only [PII] here, but any of us will, will, um, can assist.
[CUSTOMER][NEUTRAL] OK [PII].
[CUSTOMER][POSITIVE] You've been very helpful and thank you so much.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, I think that's gonna be pretty, it sounds pretty easy, uh, we'll take it from there. Thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh, oh, can I ask you one question? How do I get, uh, I, I know I'm online and how do I get, uh, uh, like a card printed or something it's, it, it says on there to print one or what?
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Now for the our cancer policies don't have cars, it's only for medical and dental, so you'll just give them the policy number.
[CUSTOMER][NEUTRAL] Or I don't really
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The policy, OK, alrighty.
[AGENT][NEUTRAL] And our phone number.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Have a great day.
[CUSTOMER][POSITIVE] Appreciate you. Have a, you too. Thank you so much. Bye.
[AGENT][POSITIVE] You're welcome. Bye bye.