AccountId: 011433970860
ContactId: f6a9ffb2-4e12-47c5-885b-f628c67cd072
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 420190 ms
Total Talk Time (AGENT): 205933 ms
Total Talk Time (CUSTOMER): 148201 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/f6a9ffb2-4e12-47c5-885b-f628c67cd072_20250324T18:47_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I have a cancer policy that I need to file claims on.
[AGENT][POSITIVE] Alright, well, it would be my pleasure to assist you. Can I get a good callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. And do you have your policy number available?
[CUSTOMER][NEUTRAL] Yes, it's 00455369.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And do you mind verifying your name and date of birth and current mailing address?
[CUSTOMER][NEUTRAL] Um, the
[CUSTOMER][NEUTRAL] Um, policies under my husband's name, [PII], but I'm on it, [PII].
[AGENT][NEUTRAL] Mhm. And your date.
[CUSTOMER][NEUTRAL] My address is [PII].
[AGENT][POSITIVE] All right, thank you, ma'am.
[AGENT][NEUTRAL] And your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right. Thank you.
[AGENT][POSITIVE] And Ms. [PII], it would be my pleasure to assist you. Are you needing to file for a cancer diagnosis?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So there is, have, do you have internet access?
[CUSTOMER][NEUTRAL] Not right now.
[AGENT][NEUTRAL] OK, so what we can do is we can mail you a claim form.
[AGENT][NEUTRAL] That will need to be completed and on that claim form, it will have instructions as what documents are needed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] We can mail it to that address. Now, if you have internet access, you can also get that claim form from our website at [PII] and that would be for the cancer claim form.
[CUSTOMER][NEUTRAL] OK, I don't have access right now.
[AGENT][POSITIVE] That's not a problem, and we're gonna get the claim forms mailed to you.
[AGENT][NEUTRAL] To your address and just complete that claim form and get the documents that are listed on page one, their instructions with documents that are needed, like we will need the pathology report.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] From the pathologist?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And also, we will need the itemized bills for any biopsies or treatments.
[CUSTOMER][NEUTRAL] OK, now I'm gonna continue to have treatments. So do I just continue to send those in if I get them?
[AGENT][NEUTRAL] And that's fine.
[AGENT][NEUTRAL] So, yes, ma'am, you can send the bills and we will not need the claim form once we receive that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, once I send the claim form in, and I receive other bills, I'm gonna mail those to, to you, but do I just put up like my, my policy number on it or something?
[AGENT][NEUTRAL] That's right. So you'll just put your policy number on it and then you can mail it to us. And you, you have an older policy. I need to make sure that you have the correct.
[AGENT][NEUTRAL] Mailing address?
[CUSTOMER][NEUTRAL] OK, the mailing address I got is [PII].
[AGENT][NEUTRAL] So that is for our customer service let me get you the claims [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the zip code is [PII]. It's just a different [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, cause it had a different zip code too.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, I got that.
[CUSTOMER][NEUTRAL] OK. Um, I'll get the information, uh, you know, everything comes online, so I got to try to get the information from the doctors and, and, uh, I have one from, it's breast cancer and I have a letter from the, the
[CUSTOMER][NEUTRAL] Um, the breast clinic that says I was diagnosed with cancer, is that good enough? Or do you need a whole pathology?
[AGENT][NEUTRAL] They will actually need.
[AGENT][NEUTRAL] Well, they'll actually need the pathology report.
[CUSTOMER][POSITIVE] OK, I'll see if I can, I'll, I'll get it.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And is there anything else I can help you?
[CUSTOMER][NEUTRAL] OK, and if, and if I can do this.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] If I can do this online, did you say, did you say to go to [PII]?
[AGENT][NEUTRAL] Yes, ma'am. [PII].
[AGENT][NEUTRAL] And you can get the claim form there. Now you can also create a login and password your husband would need to do that. It's the policy is in his name.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And he can create a login and password.
[CUSTOMER][NEUTRAL] OK, can you, can you submit the claims online?
[AGENT][NEUTRAL] You certainly can. You can upload the claim documents online.
[CUSTOMER][NEUTRAL] OK, if I'm I can get someone to help me with that. If not, then I'll just have to do it this way.
[AGENT][NEUTRAL] Yes, ma'am, and there's also will be an option if he wants to uh.
[AGENT][NEUTRAL] You can, there's an option for direct deposit, which means that any benefits payable will go directly to Mr. [PII]'s account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, we may set that up too.
[AGENT][NEUTRAL] And that's not.
[AGENT][POSITIVE] Yeah, this is a lot quicker than coming by mail.
[CUSTOMER][NEUTRAL] Um, we had another.
[CUSTOMER][NEUTRAL] Yeah, we had another policy, but it was a lump sum policy and that's only a one time thing, isn't it?
[AGENT][POSITIVE] Yes, ma'am. That's right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, well, uh, I'll look for those to come in the mail and get it filled out and sent back to you.
[AGENT][POSITIVE] All right, well, I am putting in that request that they mail that form to you and just call us if you have any questions along the way we're here for you. I'll be happy to assist you any way we can.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] It's my pleasure. Anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that'll work. That'll do it for now.
[AGENT][POSITIVE] And thank. Yes, ma'am. Well, thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] All right. Thank you.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye.