AccountId: 011433970860
ContactId: fcc42cab-adfb-45ae-b21d-cd572f3b9756
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 682619 ms
Total Talk Time (AGENT): 410767 ms
Total Talk Time (CUSTOMER): 217194 ms
Interruptions: 11
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/fcc42cab-adfb-45ae-b21d-cd572f3b9756_20250502T15:05_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, [PII], my name is [PII] and I work for Sella Construction in [PII].
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And, uh, they had a cancer policy on me through y'all. And, uh, I've been diagnosed and took treatments for prostate cancer. And, uh, I was told that, that y'all had a, uh, cancer policy on me, so I'd like to see what it paid.
[AGENT][NEUTRAL] OK, Mr. [PII], so you have a cancer policy with APL and you have been diagnosed with cancer?
[CUSTOMER][NEUTRAL] It's a, it, it, it, it it is through my company now. My company has it, you know, only, yeah, yeah.
[AGENT][NEUTRAL] Right, right. Right. But you have been diagnosed with internal cancer and you are wanting to get some information on how to file claims, or is that?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] Yeah, because, uh, I, I turned, uh, yep, I got all the paperwork I was told to get and I turned it into my company and, uh, I ain't heard nothing. She told me yesterday that should should have been depositing my checking account and I went to the bank yesterday evening to deposit my payroll check and it had wasn't in there and I called back there this morning. It still ain't in there, so I don't even know how much or whatever, you know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you're, you're saying that your employer was going to file your in your claims with APL?
[CUSTOMER][NEUTRAL] Yeah, they, they, they did because I didn't, I didn't know even who it was with, to be honest with you, till this morning.
[AGENT][NEUTRAL] OK, so what I'll need to do, Mr. [PII], I, to better help you, which I can help you, um, will be first off I'm gonna have to pull up your information and verify some things with you for security purposes, and then we can go from there, OK?
[CUSTOMER][NEUTRAL] OK, that that.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] All right, so what is a good callback number for you please, in case we're disconnected?
[CUSTOMER][POSITIVE] I, I'm good.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you. And do you know your policy number with APL Mr. [PII]?
[CUSTOMER][NEGATIVE] No, I, no, I, no, no, ma'am, I do not.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what is your full social security number and I can look your information up that way.
[CUSTOMER][NEUTRAL] Are you ready?
[AGENT][NEUTRAL] Uh, I am, yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you, so give me just one moment please to locate your information first off.
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so first off, Mr. [PII], again, any information provided would be a verification of benefits and not a guarantee of payment. So if you could firstly verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then also your home mailing address, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. There's two words. [PII].
[AGENT][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. The phone number that we have on file for you is the same as the one that you gave to me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] That's it. That, that, that, that's the only one I got, man.
[AGENT][NEUTRAL] All right, thank you. And then the last piece of information to verify, well, do you have an email address? Because I can see that we do not have one on file for you.
[CUSTOMER][NEUTRAL] Uh, I got one, but my late wife had all that set up and I ain't really, I ain't really sure what, what, what it is, to be honest with you.
[AGENT][NEUTRAL] Well that's.
[AGENT][NEUTRAL] No worries. OK, so I'm just gonna put no email just so that, you know, they'll recognize that when you call in. So now, um, and if at any point, Mr. [PII], you decide that you're gonna like get your email set back up and, and that type of thing, we also have a portal now at APL where you could, you can call us back and we could give you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The information on how to set up your profile so that that would allow you to have access as well to your information.
[AGENT][NEUTRAL] Online for the different coverages that you have with us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so let's see what we have on file. Now, this policy, you do have a couple of different policies with us, but they're not a cancer policy. You have a critical illness policy and a group accident policy. So on your critical illness policy, it does look like that we have recently processed a claim. Well, actually,
[AGENT][NEUTRAL] That was processed back on [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] We processed.
[AGENT][NEUTRAL] Let me just look at some of this information. Give me just a moment.
[AGENT][NEUTRAL] And we um.
[AGENT][NEUTRAL] All right, Mr. [PII]. I'm sorry, but it's gonna take me a minute. I'm gonna have to go about looking at this information a little differently than what I was trying to do. I'm so sorry about the delay.
[CUSTOMER][POSITIVE] OK, that, hey, don't, don't, don't be you, you're helping me and I appreciate it.
[AGENT][POSITIVE] Well, you're very welcome. It's my pleasure.
[AGENT][NEUTRAL] And when were you diagnosed, Mr. [PII]?
[CUSTOMER][NEUTRAL] It was in September of last year.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I can't remember the exact date, but it was in September last year.
[AGENT][NEUTRAL] OK, so now I do see that we process a claim for you.
[AGENT][NEGATIVE] Um, this would have been back.
[AGENT][NEUTRAL] Looks like you had your procedure on the [PII].
[AGENT][NEUTRAL] Cause we did receive a pathology report um from.
[AGENT][NEUTRAL] From that. So does that sound right?
[CUSTOMER][NEUTRAL] You're all so yeah.
[CUSTOMER][POSITIVE] That's probably about right, yeah.
[AGENT][NEUTRAL] OK, all right.
[CUSTOMER][NEGATIVE] It may have been, it may have been August I was dying, you know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so we did receive a claim related to that diagnosis on your critical illness policy.
[AGENT][POSITIVE] And we did issue a benefit in the amount of $2500.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, that's that what that girl at work was talking about, and I didn't know what is it already been paid or?
[AGENT][NEUTRAL] Yes, sir. And that check.
[AGENT][POSITIVE] Yes, sir, that check was actually mailed.
[AGENT][NEUTRAL] To you to the [PII] address.
[AGENT][NEUTRAL] So it went through our nightly processing on [PII], which means it wouldn't have been, you know, mailed out until the next day. So that would have been a Friday. Well, let's say wait just a second. Hold on.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] We processed it on [PII].
[AGENT][NEUTRAL] So that was a Friday. So the check would not have been mailed out until probably, well, definitely not over the weekend. So [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And then, oh, is it, yeah, yes it is. Well, yes, so we should have mailed it out on [PII], if not definitely by the [PII].
[CUSTOMER][NEUTRAL] That's my birthday.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Um, and it usually does take about 10 or so.
[AGENT][NEUTRAL] Business days for that to be received.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Now I cannot if you is there a way that you could check because it would have been mailed to your home address and it would have come from American Public Life or APL I'm not sure how the envelope would would appear now, but it will either have APL in all capital letters or American Public Life, yes sir. Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] For American public life.
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][NEUTRAL] And again that amount is for $2500 if mhm.
[CUSTOMER][NEUTRAL] 500. Alright, well, let me ask you this if uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I accidentally, uh, thought it was junk mail or something. Uh, how long would it be if if I don't get cash, I could get another one.
[AGENT][NEUTRAL] We cannot uh request a void and reissue until it is beyond 30 days. So you would have to wait at least, you know, until May, after [PII].
[CUSTOMER][POSITIVE] Oh good
[AGENT][NEUTRAL] So basically, we could request that, exactly. That's right. So, [PII] would be the earliest we could request it.
[CUSTOMER][NEUTRAL] Alright, that but that's just coming up week today today is the [PII], yeah.
[CUSTOMER][NEUTRAL] Yeah. All right. Well, look, I'm, I'm, I'm a, I'm a, I'm a, I'm a senior citizen and I didn't have a clue if I, I may find it when I get home, maybe. You know what I'm saying? I'm gonna look through what I got left, but I'm bad about shredding. I what I think is junk mail. You follow me?
[AGENT][NEUTRAL] Uh-huh. OK. Yes, sir.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] I do follow you exactly.
[CUSTOMER][NEGATIVE] And, and, uh, because I don't, I don't like tearing up stuff, just putting it in the trash because with my information, you, you know what I mean? But look, I will, uh.
[AGENT][NEUTRAL] No, sir. It's.
[AGENT][NEUTRAL] I don't, I don't do that either.
[CUSTOMER][NEUTRAL] You don't, you don't know nothing about then about the, the cancer policy.
[AGENT][NEUTRAL] No, sir, that would be not, no, you would just need to reach your, reach out to your HR department to find out who that coverage is through because you do not have a cancer policy with APL.
[CUSTOMER][NEUTRAL] With you, OK, alright, now, can I, if you got an extension I can reach you on?
[AGENT][NEUTRAL] That is not, yes, sir. It's not with our company.
[AGENT][NEUTRAL] No, sir, unfortunately, the way we're set up, the calls come in as to the next person that is available. Now, anytime, I mean, you're welcome. Yes, so, and I'm gonna make a very detailed note. So if you do, if you're not able to locate the check and you call back, they'll be able to see all my information. Um, and what we will have to do is we will have to send a request to verify that the check is indeed through our financial division.
[CUSTOMER][NEUTRAL] Period. OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] To verify that it's still outstanding and get it approved to void and reissue. So that'll take a few days. But yes, sir, if you don't find it over the weekend, you can call us back. You're welcome to ask for me. My name is [PII].
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And if I'm available, I'll be happy to speak to you, Mr. [PII], but if I'm on another call, um, anyone could help you.
[CUSTOMER][NEUTRAL] I will, I will.
[CUSTOMER][POSITIVE] All right well I appreciate I appreciate you.
[CUSTOMER][POSITIVE] I appreciate your kindness and, and, and consideration. All right, thank you, [PII]. You, you have a bless you have a blessed day. Bye. Thank you. Bye.
[AGENT][POSITIVE] Oh, well, you're very welcome. Yes, sir, Mr. [PII].
[AGENT][POSITIVE] I hope you have a blessed day too, and thank you for calling AP.