AccountId: 011433970860
ContactId: f8c4ca0b-0bc2-4a34-a2ad-d8d3505843e8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 361320 ms
Total Talk Time (AGENT): 186279 ms
Total Talk Time (CUSTOMER): 135585 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/f8c4ca0b-0bc2-4a34-a2ad-d8d3505843e8_20250331T21:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] Can, and I'm calling about some coverage on our policy. Um, do you need our policy number?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, it is 781-930.
[AGENT][NEUTRAL] OK. And you're calling because you have questions about your policy, Ms. [PII]?
[CUSTOMER][NEUTRAL] I have a question on how I need to file a claim. Uh, my husband was admitted on the [PII] for a bone marrow transplant.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am. OK.
[CUSTOMER][NEUTRAL] And reading through some of our documentation that I, I believe that we have some type of coverage for this.
[AGENT][NEUTRAL] OK, yes, ma'am. I can help you with your claim. Um, first, let's get your policy verified. Can you please give me your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your address, phone number, and email address that we have on the policy for you, Ms. [PII]?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK, the address is [PII]. Um, my telephone number, did you say?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII]. The email address I believe is my last name [PII].
[AGENT][NEUTRAL] It looks like we have your personal email address.
[CUSTOMER][NEUTRAL] Oh, OK, it's um [PII].
[AGENT][NEUTRAL] Hear me? Can you hear me? Our phone glitched a little bit. I'm sorry, yeah, go ahead.
[CUSTOMER][NEUTRAL] Uh, now,
[CUSTOMER][NEUTRAL] OK, that's OK. OK, um did you get that email address, the personal one?
[AGENT][NEUTRAL] I did, yes, ma'am, thank you. OK, are you signed up on the online service center?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well, I, I have my account pulled up in front of me and I can see what the claims that I have submitted and the ones that have been processed.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so you must be signed up in the online service center. The best way, that's the best way to file a claim because it, it will give you feedback um when we receive the claim and the process as it as the claim is being processed. So if you go in there and you go to claims and forms and click on your CPA 2200 cancer policy.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, claims and forms.
[AGENT][NEUTRAL] You can
[AGENT][POSITIVE] Yes, you'll be able to submit your claim right there um.
[AGENT][NEUTRAL] You'll need to uh send on that first page of the claim form, it'll give you a little cheat sheet of what you need to send in with for your claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, I do have it here Can claim form.
[AGENT][NEUTRAL] You do see it OK so you'll need the um.
[AGENT][NEUTRAL] Of course, the pathology report because that will give um first diagnosis of cancer.
[CUSTOMER][NEUTRAL] OK, I have submitted all of that and, and some claims have already been uh processed and paid, but now this is, this is the next step for his, um, diagnosis is, is a bone marrow transplant.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, OK, so send in your itemized um.
[AGENT][NEUTRAL] Statement that has like your diagnosis codes and procedure codes that they did during the um procedure. You'll need your operative report to show that the surgery took place.
[CUSTOMER][NEUTRAL] OK, it's OK.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And so if there's uh for hospitalization, surgery, chemo, do you see that part, the itemized bill and the explanation of benefits?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I don't, but I know what you're talking about.
[AGENT][NEUTRAL] OK, you'll need that from each medical provider.
[AGENT][NEUTRAL] If he stayed in the hospital.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, yes, he's, he's here for 3 for 3 weeks and then, um, or, or, or more, and then we have to actually uh move into an apartment in the area because we live so far from the hospital. Is there any type of coverage for that?
[AGENT][NEUTRAL] Oh my.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Do you know?
[AGENT][NEUTRAL] Uh, you can get travel if it's more than 50 miles.
[AGENT][NEUTRAL] Uh, and you'll just need to save your receipt on that claim form, it'll say family member lodging.
[AGENT][NEUTRAL] Do you see that on the claim form? So you'll fill out that um.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] And just
[AGENT][NEUTRAL] If you can get receipts from the apartment complex where you've had to pay and just write a note that it was so far that you guys had to stay in an apartment and include that with your claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Every little bit helps.
[CUSTOMER][POSITIVE] OK perfect
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright well thank you.
[AGENT][POSITIVE] You're very welcome. Is, is there anything else that I can help you with before we go?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, no, that's it. Thank you so much.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] You're welcome and if there's anything that you find later on that you need help with, please pick up the phone and we'll help you, OK?
[CUSTOMER][POSITIVE] OK all right thank you so much.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. You have a blessed day and thanks for calling APL.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Bye-bye.