AccountId: 011433970860
ContactId: f9e5e12a-fda9-4845-bd68-410dc3dd01f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1048050 ms
Total Talk Time (AGENT): 369418 ms
Total Talk Time (CUSTOMER): 660878 ms
Interruptions: 15
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/f9e5e12a-fda9-4845-bd68-410dc3dd01f0_20250106T21:44_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, hi, I received a letter in the mail from y'all.
[CUSTOMER][NEGATIVE] And uh I'm a little confused what I need to send to y'all.
[CUSTOMER][NEUTRAL] Do you need my policy number, my claim number?
[AGENT][POSITIVE] OK, I can help you with.
[AGENT][NEUTRAL] Yes, first let me get your um name and your call back number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The.
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][NEUTRAL] And my callback number is [PII].
[CUSTOMER][NEUTRAL] but I get it.
[AGENT][NEUTRAL] Thank you, Ms. [PII]. What is the um policy number?
[CUSTOMER][NEUTRAL] It's 0254.
[CUSTOMER][NEUTRAL] 9206
[CUSTOMER][NEUTRAL] On with some of our requirement.
[AGENT][NEUTRAL] OK, let me pull that policy in real quick.
[CUSTOMER][NEUTRAL] OK. You, you're kind of breaking up a little bit there.
[CUSTOMER][NEUTRAL] Whatever is here with us, we just got this.
[AGENT][NEUTRAL] Yes, ma'am. I'm sorry for that. I'm having a terrible connection today. It's very cloudy here and that's the only thing I can think that is causing this to happen.
[CUSTOMER][NEUTRAL] For
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Q
[CUSTOMER][POSITIVE] Oh my gosh
[AGENT][NEUTRAL] OK. Ms. [PII], can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] My, uh, did you say date of birth?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, uh, it's [PII].
[CUSTOMER][NEUTRAL] What label the monarchy.
[AGENT][NEUTRAL] Thank you. And then, can you verify your address and email address we have on the policy for you?
[CUSTOMER][NEUTRAL] We are.
[CUSTOMER][NEUTRAL] It's.
[CUSTOMER][NEUTRAL] OK. Um, my address is [PII], and that's in [PII].
[CUSTOMER][NEUTRAL] And my email should be [PII].
[CUSTOMER][NEUTRAL] At [PII].
[CUSTOMER][NEUTRAL] Did you you and I.
[AGENT][POSITIVE] OK thank you I appreciate you verifying that information for me Miss [PII].
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] So the letter that you received, was it for a claim?
[CUSTOMER][NEUTRAL] Uh yes.
[CUSTOMER][NEUTRAL] 61
[CUSTOMER][NEUTRAL] And I've got the claim number.
[AGENT][NEUTRAL] OK. And can you give me the
[AGENT][POSITIVE] Yes, can I please have that?
[CUSTOMER][NEUTRAL] Sure. It's 354-496-8.
[AGENT][POSITIVE] OK, thank you. I'm pulling it up now.
[CUSTOMER][NEUTRAL] Are you in the room?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] We have completed a new facility renovation. You'll have to excuse my TV. I've lost my remote.
[CUSTOMER][NEUTRAL] 40
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, was there a form that was, um, that was mailed to you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, yes, there was a, a letter and then a form, um, that wanted all kinds of doctor's name, my, uh, it says, uh, let me see.
[CUSTOMER][NEUTRAL] Uh, names and addresses and telephone numbers of all medical providers, including hospitals, doctors, and pharmacists, you have consulted in the 12 months preceding your policy's effective date.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And I've had this policy.
[CUSTOMER][NEUTRAL] And I can't remember what year I got it, but our insurance has changed and everything. I've just kind of rolled it over.
[CUSTOMER][NEUTRAL] Um, I've, I've only had a PCP.
[AGENT][NEUTRAL] Mhm, yes ma'am.
[CUSTOMER][NEUTRAL] And um I've used Walmart and um Express Scripts for um.
[CUSTOMER][NEUTRAL] My prescriptions, um, all this cancer stuff that I just found out that I had cancer. I mean, I, I thought I was healthy, um, yeah, up until November.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Um, and then, uh, on this letter, it says, uh, you'll need a pathology report.
[CUSTOMER][NEUTRAL] For, um, let's see.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] The um 12 9 from um
[CUSTOMER][NEUTRAL] I think it was my.
[CUSTOMER][NEUTRAL] Let me see which one was it? Uh, either my
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] My
[CUSTOMER][POSITIVE] Oh, I got so many doctors now.
[CUSTOMER][NEUTRAL] This has all been a whirlwind to me. Um.
[AGENT][NEUTRAL] Yes, ma'am. I can understand.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh yeah. Uh, it was either the pulmonary doctor or the, um,
[CUSTOMER][NEUTRAL] Oncologist. I can't remember which, I think it was the oncologist, Doctor.
[CUSTOMER][NEUTRAL] It's what they're, they're asking.
[CUSTOMER][NEUTRAL] On the back it says from and 2 129, 129, 1st occurrence benefit.
[AGENT][NEUTRAL] Right. OK. So that pathology report that needs to be sent in.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] Uh, needs to be the pathology report for when they first diagnosed you with cancer.
[CUSTOMER][NEUTRAL] She was the first person.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] So I guess that would be my.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] We're gonna have to figure this out.
[AGENT][NEUTRAL] And then because of, and then because of your effective date of coverage.
[AGENT][NEUTRAL] All that paperwork that they asked you to send in also needs to be sent in.
[CUSTOMER][NEUTRAL] OK, just the list of, of my doctors that I've had.
[CUSTOMER][NEUTRAL] Within 12 months of
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right, everything that they're asking for on that paperwork should should should be sent in.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] OK, so it'll just be.
[CUSTOMER][NEUTRAL] My primary care and
[CUSTOMER][NEUTRAL] Walmart pharmacy and Express Scripts pharmacy. I haven't
[CUSTOMER][NEUTRAL] Up until now, I haven't had any other doctors. So that's the only thing I should put on there.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, if that's all it is.
[CUSTOMER][NEUTRAL] Or should I put all these new
[CUSTOMER][NEUTRAL] Yeah, it says uh.
[AGENT][NEUTRAL] For the um
[CUSTOMER][NEUTRAL] Uh, 12 months preceding the policy's effective date.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, so if y'all are going by.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Let me see what it looks like.
[CUSTOMER][NEUTRAL] Because I guess the policies effective date would be.
[CUSTOMER][NEUTRAL] Uh, the [PII] of [PII].
[AGENT][NEUTRAL] Right, I'm showing the effective date [PII], so what they're needing the 12 months previous, um, from September.
[CUSTOMER][NEUTRAL] Or [PII].
[CUSTOMER][NEUTRAL] Pre the pass last night.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Previous.
[AGENT][NEUTRAL] [PII], all the information.
[AGENT][NEUTRAL] Will be for that year is what they're asking for.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK. So that just be the [PII] then. OK. I wanna make sure I get everything, everything right.
[AGENT][POSITIVE] Yes, I understand. Yes, ma'am. I, I understand. It's a lot. It's a lot to have to do, but it's so worth it to, for the help that you get from the insurance.
[CUSTOMER][NEUTRAL] OK. Yes.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Oh, I know, I know. OK. And um let's see, what was my next question?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, that's got the policy. OK. When I fill this out, can I take a picture of it?
[CUSTOMER][NEUTRAL] And um I see there's an email address on here.
[CUSTOMER][NEUTRAL] Um, can I take a picture and email it over?
[AGENT][NEUTRAL] No, ma'am, we don't accept any claims by email just because it's not a secure way to send them.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] So there's 3 ways you can do it. Um, if you're not already signed up on the online service center, I would sign up for that because that's a direct portal to your policy and let me give you that website.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Ok, let me throw my that's all over.
[CUSTOMER][NEUTRAL] My bed here.
[CUSTOMER][NEUTRAL] OK, what is that?
[AGENT][POSITIVE] It's secured, [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Or
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] The audio and how much.
[AGENT][NEUTRAL] And that AM is like [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, and, and just uh go by the prompts and, and then uh it'll sign me up. OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right, right, um, the first option you're gonna choose is your, uh, new user, and the second option you're gonna choose is you're an individual with a policy.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] I was back.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And the and the rest of it it's just gonna be all the information you already know like your address and phone number and all that stuff.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Is come through.
[CUSTOMER][NEUTRAL] OK. OK. And then I can just fill the.
[AGENT][NEUTRAL] And you can file, yes, and you can file the claims from there.
[AGENT][NEUTRAL] You can file claims on that online service center.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][POSITIVE] OK, and then I can just um like my test results are on my chart, so I cannot upload those to, OK, OK, cool. OK, that way we don't have to wait for.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, you can upload it and then download it on right and then also um let me give you the claims mailing address in case you ever need to use that.
[CUSTOMER][NEUTRAL] In
[CUSTOMER][NEUTRAL] OK. Is it this, uh, uh, [PII]?
[AGENT][NEUTRAL] If you
[CUSTOMER][NEUTRAL] Is that it?
[AGENT][POSITIVE] Yes ma'am, that's correct. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. 731-24.
[CUSTOMER][NEUTRAL] 8950. OK. Yeah, I've got that.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] And if you're ever at a place where you can fax it in, I can give you the fax number also.
[CUSTOMER][POSITIVE] OK, cool.
[CUSTOMER][NEUTRAL] OK, I've got it as well right along with the address, uh, yeah, [PII].
[AGENT][POSITIVE] OK, good.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK. OK, good. Good, yeah, I'll keep all this. I'm trying to, to keep a running file of everything that I'm getting that way, uh, if anybody was to need anything, I could just pull it out and say, here we go, I can do this.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Um, yeah, um, um, I, my husband passed away of leukemia, uh, back in [PII], and
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Yeah, and uh I think I've learned.
[CUSTOMER][NEUTRAL] Quite a bit from that. That was, that was a shock.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Oh, I'm so sorry to hear that. Bless his heart. That's young.
[CUSTOMER][NEUTRAL] He was [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yeah, I was really young. And we had an [PII] at the time. Now she's, she's [PII], and she's like, no, she's a basket case.
[AGENT][POSITIVE] Oh bless it. Well, you're gonna be, you're gonna be fine. Yes, we are. We're gonna say prayers for you and everything's gonna be fine.
[CUSTOMER][NEUTRAL] But we gonna get through this one.
[CUSTOMER][POSITIVE] That's right. That's right. That's right. OK. Well, I will get signed up with this and uh
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Get all my ducks in a row, get everything done, and she, matter of fact, she's got a laptop I can use over there that uh.
[AGENT][POSITIVE] Good deal. And if you get stuck or, or you need further help, just please pick up the phone and call us, OK? We'll help you all we can.
[CUSTOMER][NEUTRAL] I can
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, sure will.
[CUSTOMER][NEUTRAL] I sure will. Have you gotten any snow yet?
[AGENT][NEUTRAL] No, not yet. See, I'm in [PII]. It's very, very cold here.
[CUSTOMER][NEUTRAL] Oh yeah?
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] [PII] is just, we don't know how to, we don't know how to handle thirty-degree weather and lows in the teens.
[CUSTOMER][NEUTRAL] It is here.
[AGENT][NEUTRAL] So that's what we have.
[CUSTOMER][NEUTRAL] We go, no, us either.
[AGENT][NEUTRAL] That's what we have today.
[CUSTOMER][NEUTRAL] I, it, it was.
[CUSTOMER][NEUTRAL] Yeah, it was 70 degrees here yesterday morning.
[CUSTOMER][NEUTRAL] And then all of a sudden this stuff.
[AGENT][NEUTRAL] It was here too.
[CUSTOMER][NEUTRAL] Yeah. And then all of a sudden, it's just freezing cold. Yeah. Yeah, and um
[AGENT][NEUTRAL] And then boom,
[AGENT][NEUTRAL] We had those um
[CUSTOMER][NEUTRAL] We'll just know that it's
[AGENT][NEUTRAL] We had those bad thunderstorms and tornadoes come through last night and then within a few hours, everything was, was so cold outside. Now they're saying that there's a possibility we could get snow Thursday or Friday.
[CUSTOMER][NEUTRAL] Portion.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] He
[CUSTOMER][NEUTRAL] Yeah, my daughter, uh called me earlier and said they changed the weather and said that we're looking at 6 inches on Thursday.
[AGENT][POSITIVE] Oh, wow.
[CUSTOMER][POSITIVE] Yeah, and I'm in [PII], so, yeah. So it's why we'll get y'all right after it hits us.
[AGENT][POSITIVE] Wow.
[AGENT][NEUTRAL] OK, so, yeah.
[AGENT][NEUTRAL] Yeah, that's usually what happens. My mom, I grew up in [PII], so I'm familiar with snow and my mom and my sister still live there and usually whatever they get two days later, we have it.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Right, right. Well, at least you can drive in it. I can't, you know, it, it's us down here.
[AGENT][NEGATIVE] I know. I think that's just, uh, nobody can drive an ice ice is horrible. I, I don't go out if it's icy. I don't trust myself on ice at all.
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But the thing about it is, is I work from home, so at least I'll be able to still work, you know, if they close the roads down.
[CUSTOMER][NEUTRAL] Mm mm. And
[CUSTOMER][POSITIVE] Oh, that's good.
[CUSTOMER][NEUTRAL] Right, right, if your electricity don't go out.
[AGENT][POSITIVE] Right, exactly.
[CUSTOMER][NEUTRAL] Uh, I, yeah, down here that, that, you know, a few years ago, that big one we had, everybody's electricity was out for a week or but we had electricity, but I was at my daughter's and, but we didn't have water, so we were bringing the ice and snow in and melting it on the fireplace.
[AGENT][POSITIVE] There you go. That's, that's smart. I, you, you learn when things like that happen that you, you, for me anyway, I don't think I could be a pioneer woman.
[CUSTOMER][NEGATIVE] No, me neither. Me neither. Because we had no internet, we had no TV. The kids were just driving us crazy.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes. Yes, ma'am.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][POSITIVE] Oh, all right. Well, you stay safe.
[AGENT][POSITIVE] You too, Ms. [PII]. And like I said, if you need any further help, just always feel free to pick up the phone, OK?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, sure will, and I'll get started on this.
[AGENT][POSITIVE] Yes ma'am you have a blessed day and thank you so much for calling APL.
[CUSTOMER][NEUTRAL] Why
[CUSTOMER][POSITIVE] OK. You too. Thank you.
[AGENT][NEUTRAL] You're welcome. Bye-bye, Ms. [PII].
[CUSTOMER][NEUTRAL] Bye-bye.