AccountId: 011433970860
ContactId: f795a6a5-c7c1-4dbe-a9f5-3bc7c1a40fca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 534900 ms
Total Talk Time (AGENT): 197479 ms
Total Talk Time (CUSTOMER): 250392 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/f795a6a5-c7c1-4dbe-a9f5-3bc7c1a40fca_20250415T12:22_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. Uh, my name is [PII]. I'm trying to help my mom file a claim for a cancer, um, policy. I wanted to know how to get a claim form and where to send it, please.
[AGENT][NEUTRAL] OK, you can let me get the policy number, [PII].
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] Hang on a sec.
[CUSTOMER][NEUTRAL] That is. Yeah, it should be much.
[CUSTOMER][NEUTRAL] OK just printed out for you. A lot of things going on.
[CUSTOMER][NEUTRAL] I'm try that right there. I think it might be 504-722.
[AGENT][NEUTRAL] And is your mother around?
[CUSTOMER][POSITIVE] I'm not with her right now, but I'm uh able to help her with these, uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And what's your mother's name?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I've been trying to get the um forms, the UB.
[CUSTOMER][NEUTRAL] What they call UBO 44 8.
[CUSTOMER][NEUTRAL] Before forms. Yeah, we just realized she had this policy, um, yeah, you be it. So the claim was actually for last April we just.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Catching up with all the paperwork now find going through her bills and everything and.
[AGENT][NEUTRAL] What's a good callback number for you, [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm it'd be this one I know [PII].
[AGENT][NEUTRAL] OK, and so you can download the um cancer claim form from our website at [PII].
[CUSTOMER][NEGATIVE] I just tried that and it's not working.
[CUSTOMER][NEUTRAL] I don't know if there's a hiccup. Will it work on an iPad?
[AGENT][NEUTRAL] And why, what is it saying?
[AGENT][NEUTRAL] It could be, yeah, I, I'm looking at it now. I have it pulled up [PII].
[CUSTOMER][NEUTRAL] That's just it.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Yeah, I'll try I'll try that on my uh laptop, I guess.
[CUSTOMER][NEUTRAL] Maybe the iPad and a book or something.
[CUSTOMER][NEUTRAL] The number.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Is there a, a different address that you think would be better to try on a laptop?
[AGENT][NEUTRAL] That's our web web address. That's the only web address we have a [PII]. May wanna use your desktop.
[CUSTOMER][NEUTRAL] What did you say?
[CUSTOMER][NEUTRAL] Yes, he, he's switching to that now.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Is that is that the same address that we tried.
[CUSTOMER][NEUTRAL] It's once I get the document up the form up she fills it all out the way to upload it.
[CUSTOMER][NEUTRAL] That in the top of the UBO4.
[AGENT][NEUTRAL] Um, you can fax it over to us, um, if there's not an account set up an online service center account set up, then you won't be able to upload it and, um, so you would have to create it or [PII], what are you the power of attorney [PII]?
[CUSTOMER][NEUTRAL] I am. My husband's just trying to help me with all this.
[AGENT][NEUTRAL] OK, you would
[AGENT][NEUTRAL] OK, so since you're the POA, you would uh create an online account that's a different address, but let's deal with the claim form first. Were you able to log in to [PII]?
[CUSTOMER][NEUTRAL] I'm just waiting for it to boot up right we can call back after we get that up if that would be better.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, that's fine because it the website to create the account is a different website.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] And it's just [PII]?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yeah, still boot up.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So if there's we don't have a fax either so I guess mail will be the next step to mail mail.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Will it be an issue that it's coming up on a year already.
[AGENT][NEUTRAL] There's not a timely filing limit. You mean the date of service is coming up on a year?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEGATIVE] Yeah, there's not a timely filing limit.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And I'll speak with [PII] since she's the power of attorney.
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][POSITIVE] OK, sorry. Thank you.
[AGENT][NEUTRAL] It's just a security thing.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] Yeah, no, I get it. He's just trying to help me.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I know.
[CUSTOMER][POSITIVE] Yeah, that's one of the reasons it's been as long as it's been. He does all the work for a lot of people.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But I, it wasn't easy just to get the form with the right information on it, which, mm like.
[AGENT][NEUTRAL] You mean the item, the UVL4?
[CUSTOMER][NEUTRAL] Yeah, just seems like everything you try to do takes a long time, but finally got it, um, claims and forms.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Good.
[AGENT][NEUTRAL] And what type of policy does she have?
[CUSTOMER][NEUTRAL] It's a, uh, it's a cancer claim on the American Public Life Insurance form, uh, policy.
[AGENT][NEUTRAL] OK, so, uh, click on the claims and forms link link at the upper right.
[CUSTOMER][NEUTRAL] Here it is.
[CUSTOMER][NEUTRAL] Yeah, it came out 4 pages.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yes, and the page one will give you instructions as to uh [PII], which sections to complete and what documents are required.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So we'll need a copy of the pathology report as well, first diagnosing the cancer.
[CUSTOMER][NEUTRAL] Even though it's on UB44 UBO4. No, they didn't tell me that when I talked to him last time uh. Oh, here it is right here.
[AGENT][NEUTRAL] Yeah, we need a copy of the pathology report, [PII], and then the itemized bill.
[CUSTOMER][NEUTRAL] Right. OK, well, I have all that on the.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] I would think it's all in the portal. I mean, I, I don't know. I have to look for it, but I think it should be on her portal. Um, if not, I'll just probably have.
[AGENT][NEUTRAL] And if not,
[AGENT][NEUTRAL] You can call her oncologist if, if you're not able to find it on the portal.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah, I'll have to call them anyway today for other stuff, so I just asked for the pathology report.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] First diagnosing the cancer, yes. And then you said you have the itemized bill and so you would complete this claim form here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, alright, it's up. OK, so now I just get more.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And regarding page one, any time you wanna submit uh a document, um, kind of breeze through that because depending on the type of service it may we may require additional information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And so is the uh UBL4 did she have what type of service did she have?
[CUSTOMER][NEUTRAL] Well that's why I asked for the um the benefit of the, the hospital stays when it was diagnosed and the diagnosis. So, so that's the form I have that.
[AGENT][NEUTRAL] OK. OK. Does she have any chemo or anything like that yet or she doesn't have to have any?
[CUSTOMER][NEGATIVE] She can't. She's too old and not a, uh, she can't have chemo or radiation and she's not a candidate for surgery. So it's untreated, yeah.
[AGENT][NEUTRAL] She's OK.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Got it. OK. All righty. So, the claim form, the pathology report, first diagnosing cancer, and then the itemized pill, which it sounds like you already have.
[CUSTOMER][NEUTRAL] OK, so that's what I need. So I just need the form and the pathology report and then like and then fax it to to they have I guess the information is on the first page of where to send it and everything, the fax. Uh, I assume it's in that form.
[AGENT][NEUTRAL] Uh-huh. The, the bottom of the first page should have the uh fax number to submit it and then the claims claims mailing address is there as well, or you can create an online account and upload it that way.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], what's your last name?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] OK. And you are daughter, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Just wanna document my notes. OK, did you have any other questions we can help out with today?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] No, I think that's the first one. Thanks for your help.
[AGENT][POSITIVE] OK, you're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you thank you you too bye bye.
[AGENT][POSITIVE] Uh, you're welcome. Have a good day.
[CUSTOMER][NEUTRAL] Mhm. Bye.