AccountId: 011433970860
ContactId: efe515cc-2d20-4959-9671-b381347227df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 568989 ms
Total Talk Time (AGENT): 315111 ms
Total Talk Time (CUSTOMER): 188950 ms
Interruptions: 3
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/efe515cc-2d20-4959-9671-b381347227df_20250519T17:43_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII]. I'm calling to get some information. I, uh, I'm getting ready to submit a claim, but I'm not sure what all information that I need to submit in with the claim. My husband was diagnosed with cancer and I'm not sure what all paperwork that needs to be submitted in with this claim.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, so you are calling to get information on what all you would be required to send in for a claim on a cancer policy, is that correct?
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][POSITIVE] Yes ma'am, I can help you with that. And who am I speaking with please?
[CUSTOMER][NEUTRAL] My name is [PII]. Last name is [PII]. I do have my policy number.
[AGENT][NEUTRAL] OK, so first off, Miss [PII], what's your call back number?
[CUSTOMER][NEUTRAL] It is area code [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And your policy number?
[CUSTOMER][NEUTRAL] It is 258.
[CUSTOMER][NEUTRAL] 2109
[AGENT][NEUTRAL] OK, thank you Ms. [PII]. Give me a moment to get your policy information pulled up first. Once I do, I will have to verify several things with you for security and then also any information provided will be a verification of benefits and not a guarantee of payment. So just a moment please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so first off, um, if you could please ver and again Ms. [PII], any information provided will be a verification of benefits and not a guarantee of payment. So if you could first please verify your date of birth and then your husband's name and date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My date of birth is [PII]. My husband's date of birth is [PII], and his name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] OK, thank you also your home mailing address.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. The phone number for you on file is the same as the one you gave me, so that is the best number that we should have, is that correct?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK, thank you and the last thing is your email address and this is your work email.
[CUSTOMER][NEUTRAL] OK. It is uh [PII], it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII] for verifying all of your information. So I can see that you have already set up your profile in our online service center portal so that you can log in online to see your policy information and you can also submit claims through that portal as well. Now there is a specific claim form, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, for, it's a cancer claim form.
[AGENT][NEUTRAL] I can email that to you. You can also print it directly from our public website, but if you would like for me to email that to you, I can. And page one on that claim form has all of your instructions for everything that you will need to provide in order to file a claim and Mr. [PII] has been diagnosed with cancer, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And that is that statement, is that the statement of insured?
[CUSTOMER][NEUTRAL] Form
[AGENT][NEUTRAL] Uh, it says, it's titled Can, uh-huh, it's titled Cancer Claim form.
[CUSTOMER][NEUTRAL] The cancer claim form.
[CUSTOMER][NEUTRAL] Claim form.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you on the public website?
[CUSTOMER][NEGATIVE] Well, I printed those forms, but it printed out, it came with it, something else printed with those. That's why I was all confused cause it looks like it printed critical illness.
[AGENT][NEUTRAL] All right. No, it should have only.
[CUSTOMER][NEUTRAL] And I was like, yeah.
[AGENT][NEUTRAL] No, ma'am. If you uh
[CUSTOMER][NEUTRAL] Yeah, and that's why I was like, wait a minute.
[AGENT][NEUTRAL] Um, no.
[CUSTOMER][NEUTRAL] Yeah, that's why I was all confused. I was like, I better call first cause it printed a critical illness and then we do have the authorization, uh, disclosure, protective health information form. It just printed a whole bunch of stuff on here. And I was like, wait a minute, I better call them first cause something isn't no.
[AGENT][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] Huh.
[AGENT][NEUTRAL] Are you, are you where you can pull that up on the computer now, Ms. [PII]?
[CUSTOMER][NEUTRAL] No, I'm not. No, I'm not. So it just.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you should be able to just go to, you would, for the forms, if you pull up, not your portal, but under [PII]. I'm still gonna email it to you, but if you go, you can also get it from our main website at [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] When you pull up that page at the top, you will see where it says sign um claims and forms.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you would click click on that and then scroll down the page.
[AGENT][NEUTRAL] And it will start listing different claim forms.
[AGENT][NEUTRAL] And the cancer claim form is, I think the 3rd 1 that's listed, but they're in alphabetical order.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And out to the right of the word cancer claim form.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It has a blue button that says download form.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if you click on that button, it's going to open up just the cancer claim form.
[AGENT][NEUTRAL] And it's like, uh, let's see, I forget how many pages it is. Give me just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] but I'm still gonna email it to you and I'm just gonna go ahead and include the user guide for the portal as well, Ms. [PII], because it gives you some information on uploading documents.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] But the cancer claim form is like 4 pages in length, and the first page is all instructions.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so give me just a second to send you this email.
[AGENT][NEUTRAL] OK, and the email that I'm gonna send to you, Ms. [PII] is gonna come from care team at [PII]?
[AGENT][NEUTRAL] And I did put APL in the subject line and again that's gonna have the user guide and a cancer claim form attached.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] So you should have that very within just a couple of minutes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Well, is there anything else, Ms. [PII], I can help you with at the moment?
[CUSTOMER][POSITIVE] All righty.
[CUSTOMER][NEUTRAL] And like I said, all I needed to know is what information would I need to send back with that.
[AGENT][NEUTRAL] Yes, OK, it's, there's a lot and it's all on, I'm gonna recommend that you use that first page as your checklist.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Again, because it's got bullet points and it does, it gives you, it tells you everything that you're gonna need to submit.
[CUSTOMER][NEUTRAL] Yeah, cause I
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][POSITIVE] All right. But if you have, once you've looked it over, if you have any questions, obviously, please call us back and we'd be more than happy to help you.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK. OK. All righty.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, I'm.
[CUSTOMER][POSITIVE] OK. All right. OK, thank you.
[AGENT][NEUTRAL] Yes, ma'am, and you should have that um email by now in your inbox to your work email address.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Well, thank you again. You're very welcome, Ms. [PII], and I hope everything goes well for Mr. [PII].
[CUSTOMER][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, and thank you so much.
[AGENT][POSITIVE] You're welcome and I hope you have a very nice afternoon and thank you again for calling APL.
[CUSTOMER][POSITIVE] OK, thank you and you do the same.
[AGENT][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] OK, right.
[AGENT][NEUTRAL] Bye.