AccountId: 011433970860
ContactId: f3f72ab2-c148-478d-89c7-dede1ea2b24c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 636020 ms
Total Talk Time (AGENT): 298776 ms
Total Talk Time (CUSTOMER): 252497 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/f3f72ab2-c148-478d-89c7-dede1ea2b24c_20250606T17:28_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, who is this? Sorry, I didn't catch your name.
[AGENT][NEUTRAL] It's hey.
[CUSTOMER][NEUTRAL] Um, this is, uh, [PII]. I was calling to, I need to, to talk to someone about, um, the benefits and explanation of benefits.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Are you calling for a claim status, or are you calling for benefits on the plan or both?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] That just benefits on the plan.
[AGENT][NEUTRAL] OK, and what's your policy number, [PII]?
[CUSTOMER][NEUTRAL] 0052
[CUSTOMER][NEUTRAL] 6299
[AGENT][POSITIVE] OK, thank you, give me one moment please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] I do not show you on this policy number, and you said the policy number is 00526299?
[CUSTOMER][NEUTRAL] Yes, it's, it's for my dad mom it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Is your dad there? So I can verify uh that it's OK to speak with you?
[CUSTOMER][NEUTRAL] Yes, he said.
[CUSTOMER][NEUTRAL] Yes, he's yeah I know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and Mr. [PII], verify your date of birth and mailing address for me, please.
[CUSTOMER][NEUTRAL] I'm here
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And you're giving us permission to speak with your son, [PII], in regards to your policy?
[CUSTOMER][NEUTRAL] Yes, ma'am, please.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure. It's uh [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And what benefit information are you needing?
[CUSTOMER][NEUTRAL] Uh, what I want to look at, uh, what you guys cover on the cancer policy. Um, my mom was just recently diagnosed with, uh, pancreatic cancer, and I, I don't know much about the policy, so I wanted to find out what the benefits were and how it was paid and, and the like. So, uh, if you could share that with me or send me information, that'd be wonderful.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Um, talk talking about what it covers and how to pay it and who gets paid, that kind of thing.
[CUSTOMER][NEUTRAL] And do I need to if I need to fill out something to be able to.
[CUSTOMER][NEUTRAL] Be an authorized person for them, um, I'd like to do that as well.
[AGENT][NEUTRAL] Yes, sir. Uh, you have to fill out a third party or your dad and your mom, if, if you're gonna call as far as any claims for her, we'll both have to fill out a third party authorization form. What they would do is they can fill out the information and let us know what information we can give to you.
[CUSTOMER][NEUTRAL] For their their house.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And usually, um, usually it
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It lasts for 2 years from the date the form was signed.
[AGENT][NEUTRAL] Or if they have any specific time or when they would.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] don't require it anymore. But um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I can email that form to you or we do have it available on our website.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] OK, uh,
[CUSTOMER][NEUTRAL] What's your website?
[AGENT][NEUTRAL] It's at [PII].
[CUSTOMER][NEUTRAL] Alright, well, I tell you what.
[CUSTOMER][NEUTRAL] I'm sorry, go ahead.
[AGENT][NEUTRAL] I'm sorry, [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] And
[CUSTOMER][POSITIVE] Alright, I can go there and get it.
[AGENT][NEUTRAL] Under claims and form it would be the authorization to disclose information form which would be the second one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And as far as the policy, um,
[AGENT][POSITIVE] have benefits for chemo, radiation, immunotherapy, um.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Surgery, anesthesia?
[AGENT][NEUTRAL] Um, any medicine like for anti-nausea or anti-pain medication and hospital confinement?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and if your dad likes, uh, we do have an online service center to where he can set up an account to view the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Um, yeah, that would be, that'd be great if we could do that because I, I, I know I won't be able to probably dictate all this to, um, my wife and my mom, so that'd be great if we could get that.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, and um.
[AGENT][NEUTRAL] Can I speak to your dad again, please?
[CUSTOMER][NEUTRAL] Yes, yeah, go ahead.
[AGENT][NEUTRAL] OK, and Mr. [PII], uh, what is your email address, please, because I don't show one listed in the system.
[CUSTOMER][NEUTRAL] He's here.
[CUSTOMER][NEUTRAL] He, I don't think he has an email, uh, address. Um, mom does, yeah, let me see, I got her somewhere. Hold on one second.
[CUSTOMER][NEUTRAL] Uh, let me, uh, let me get the, get it up, I've got it right here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I just don't know it off the top of my head.
[AGENT][NEUTRAL] I don't remember anyone else's but my own, to be quite honest with you.
[CUSTOMER][NEUTRAL] That is the [PII] one that she uses that's the one I've got [PII]. Yeah, so, so it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Mr. [PII], is it OK to put that email uh email address in our system?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And because on the online service center when you create an account, it does ask for the email address.
[CUSTOMER][NEUTRAL] OK, so we'll put that, put that email address on it. OK, we can do that.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yes sir, and if you go to the site it is at uh [PII].
[CUSTOMER][POSITIVE] Secure
[AGENT][NEUTRAL] Secured [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Yes sir and when he goes on to the site, uh, you would select create a new account and he would select insured because that's where he would be insured.
[CUSTOMER][NEUTRAL] In your
[AGENT][NEUTRAL] Yes, sir. And it's gonna ask for uh the last name, social, zip code, email address, and date of birth. And once you've entered that information, it will send a verification code to that email address that you have to enter and then you'll be able to set up a password. And once you set up your password, then it's active and you'll be able to view the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] So it'll send the verification.
[AGENT][NEUTRAL] Yes, sir, and it's, uh, they look under, I'm trying to pull up the plan. Give me one moment. Under benefits section 2, it kind of, it will break down the definitions of the different benefits under the plan, and there is a schedule page that would show the benefit max for each one of those covered benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if she uh files a claim, she would need to fill out a claim form. And the first thing we would need is that pathology report, first diagnosing her of cancer.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So, OK.
[AGENT][NEUTRAL] And has she started any treatment or was she just diagnosed?
[CUSTOMER][NEUTRAL] So we got the
[CUSTOMER][NEUTRAL] Yeah, she's starting this next week, uh, Monday, uh, on the treatment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so she, so we got to fill out the claim form and then and supply the pathology report, yeah, uh.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Uh, medical.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] The doctors don't do that, so we, we, we do that, is that correct?
[AGENT][NEUTRAL] Uh, yes, sir, and then any payable benefit will go to your father since he is the policyholder.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so it'll come to us, so payment come to us, OK.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] I come to him.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, OK, that makes sense. Um, see if there's anything else.
[CUSTOMER][NEUTRAL] I think uh
[CUSTOMER][NEUTRAL] So the diagnosis, you said we need the pathology report. Uh, do you need a letter from the doctor as well, or would the pathology report be sufficient?
[AGENT][NEUTRAL] Uh, the past report would be sufficient. Um, and also just to let you know on the claim form for the cancer policy, it does list exactly what all the information we would need any time you file a claim, like if it's for surgery or hospital itemized billing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me see one other thing on the schedule, OK, so just, OK, yes sir, and then, um, typically from the time the claim is received, it can take 7 to 10 business days to process.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK, um, and is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Um, just your name one more time. I'm sorry my phone cut out when you said it earlier, um.
[AGENT][NEUTRAL] Oh, I'm sorry, it's [PII]
[CUSTOMER][NEUTRAL] What's your
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, thank you [PII] I appreciate it.
[AGENT][POSITIVE] Oh, you're welcome. Oh you're welcome, and thank you so much for calling APL. You have a great weekend.
[CUSTOMER][POSITIVE] All right, thanks, thank you for your time bye bye.
[AGENT][POSITIVE] Yes, sir. You're welcome. Bye.
[CUSTOMER][NEUTRAL] You know that was uh that was.