AccountId: 011433970860
ContactId: fd02e4e7-c22e-4bb8-b27d-3b3604b56ab4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 807390 ms
Total Talk Time (AGENT): 300858 ms
Total Talk Time (CUSTOMER): 429658 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/fd02e4e7-c22e-4bb8-b27d-3b3604b56ab4_20250103T18:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I called back in July.
[CUSTOMER][NEUTRAL] Of [PII].
[CUSTOMER][NEUTRAL] And I wanted to know how to proceed on putting in a claim for [PII] because he had cancer.
[CUSTOMER][NEUTRAL] OK, so I was told to get the records of, of when.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] The whole thing started and to get those dates and to get a copy of all the bills and things which I did that at the time and I even have it I have I have all that here and I was, I don't have a form or something to be to send it to you the one that I have here to do with accidents and with uh.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, ordinances comp and things like that, and I don't, it doesn't have anything on the cancer.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] One
[AGENT][POSITIVE] OK, I can help you with your claim form. Can you please give me your name and your callback number just in case our call gets disconnected? I can help uh call you back.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK. My name is [PII]. I'm his wife.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK and my phone number?
[AGENT][NEUTRAL] OK, Ms. [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My phone number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is the policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] OK, the policy number is um.
[CUSTOMER][NEUTRAL] 457182
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEGATIVE] And if I need a form that you can mail to me so I could mail all this to you, would you please do that because I don't, I don't, I'm not computer lit at all.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] Alright, well first let me verify your date of birth, Ms. [PII].
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then can you verify the address, phone number, and email address that we have on the policy, please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, mine is, uh, it's [PII].
[CUSTOMER][NEUTRAL] Because we don't have a I have a street address but they don't get it, we don't get our mail there but if I need to give you that, it's either [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Or [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII], uh huh.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then um I see that the phone number that you gave me in case our call is disconnected that is that the cell phone number?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and Ms. [PII], one more verification, can you verify the email address?
[CUSTOMER][NEUTRAL] And my husband
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK thank you I appreciate you verifying that for me so what I can do is I can email you the um.
[AGENT][NEUTRAL] Claim form or if you want to go to our website, let me give you the website information where you can just download it and you'll have it um the website is AM.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well, if you don't mind, can you just email it? I'm said, can you just email it because.
[AGENT][POSITIVE] Yes, I can email that to you.
[CUSTOMER][NEUTRAL] It's easier for me I think because I like I said, I'm not very good with computers.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. All right. Um.
[AGENT][NEUTRAL] Let me, let me get over to the email. I'm gonna email it while we're on the phone together so make sure that you get it.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's gonna be just a second while I get it together for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And the reason that I'm doing the calling is because since we did this and we got everything going, and I thought we were done with his cancer, so we, I've got all the things, all the paperwork that you needed up to that date.
[CUSTOMER][NEGATIVE] And then he relapsed.
[AGENT][NEUTRAL] Oh, OK, OK.
[AGENT][NEUTRAL] Yes ma'am, I understand.
[CUSTOMER][NEUTRAL] And so we have more bills, but we have more bills passed.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That, but I do have those so I wanted to send those in.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Before I, because I don't know how I'm gonna collect the other things I have because he was still with me, so he signed for the release of all these papers.
[CUSTOMER][NEGATIVE] I have them, but, but he passed away in December.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh my, Ms. [PII]. I'm so sorry to hear that. I'm so sorry. Um, you'll also need to send in his death certificate to us so that we can um adjust the policy for that, OK? I'm so sorry.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I'm getting it together right now so we can find it for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I guess this first one, then I have to wait until I get a death certificate so I can send it to you at the same time.
[AGENT][POSITIVE] You can send it all at the same time.
[CUSTOMER][NEUTRAL] With this bill?
[CUSTOMER][NEUTRAL] OK, because I like I said, this is the first one and uh I'll have to, I'll have to gather the rest of it because.
[CUSTOMER][NEUTRAL] I only got it up to I think it's, I think I only got it up to September and I think that's when they found.
[CUSTOMER][NEUTRAL] That he had more and it was this started in [PII].
[AGENT][POSITIVE] Oh my goodness. You've been going through this for a long time.
[CUSTOMER][NEUTRAL] And so I
[CUSTOMER][NEUTRAL] Yeah, so he, uh
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So I got the bills from [PII] all the way up until August of, I believe it's July or [PII].
[CUSTOMER][NEUTRAL] But uh like I said, he relapsed and so we have new bills from then to now till December.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] and there's not a timely filing limit, so as long as you, uh, the policy was active on the date of service, you'll be fine.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so yeah, OK, I got it I got the claim form.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then I have to, do I have to let me see, I was gonna check uh.
[CUSTOMER][NEUTRAL] So since he can't sign it, I just fill it all in and I signed it is here where it says beneficiary, right?
[AGENT][NEUTRAL] Right, you'll, you'll.
[CUSTOMER][NEUTRAL] On the bottom it says signal I'll sign for him.
[AGENT][NEUTRAL] Right. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and um, is there anything that his company has to sign? I don't see anything on here where his workplace, OK, OK, alright.
[AGENT][NEUTRAL] No, ma'am. No, ma'am.
[AGENT][NEUTRAL] No, that's only for um short term disability that the company actually has to fill something out out but on the cancer form they do not have to fill anything out.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so if I send this in in 2, that'll be alright like in like in 2 packages like uh the other one I might just tell him to email it to you, is that OK?
[AGENT][NEUTRAL] No, do not ever email anything for claims because it's not secure. Let me give you um let me give you the fax number you can send it in if you wanna fax it and let me give you the.
[CUSTOMER][NEUTRAL] I mean
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mailing address.
[CUSTOMER][POSITIVE] Oh no that's OK I can do it.
[CUSTOMER][NEUTRAL] I can do it this way because this is, this is um this is paperback, the one that I have it's hard copy. The one that I have is hard copy, so I can just go ahead and and mail you that but I need to, I'm waiting on the, so I need the death certificate so I can put a copy of it, right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Now, um, if you want to email the death certificate so you don't have to use one of your good copies, you can email the death certificate but don't email any claims. um, let me give you the email address for the death certificate if you wanna go ahead and email it because those copies are so expensive.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, I haven't, uh, I haven't received them yet because it was over the holidays, he just passed away and so I'll, as soon as I get them, I can, I can do this.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, OK, would you like?
[CUSTOMER][POSITIVE] But I can, I can.
[CUSTOMER][NEUTRAL] I'm sorry, do I can make this like a.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Like I can copy it and email it to you, is that what you're saying?
[AGENT][NEUTRAL] Yes, yes, you can email it, the death certificate. Let me give you the email address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You're gonna email it to care team CARE.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, uh let's.
[CUSTOMER][NEUTRAL] Let's go a little slower. Let me see, it's [PII] and then.
[AGENT][NEUTRAL] Uh huh, [PII]
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] The [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] Yeah, and that's [PII].
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK, I got it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, all right, thank you so much.
[AGENT][POSITIVE] You're so very welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Uh, no, let me just make sure that I have everything here that I, I need on his on the application like that in case I don't. So all you need is his, his social security number, right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And then after a cell phone, so on that can I just put mine on the cell phone because he's no longer here and my email address, OK, and then.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, you could put your email.
[CUSTOMER][NEUTRAL] OK, and then.
[CUSTOMER][NEUTRAL] The beginning date, so there's no travel thing in here, so I won't do that, right?
[CUSTOMER][NEUTRAL] Because it says there's only the other one this has to do with transportation which I there won't be any of that and then the member lodging I won't be doing that either, right?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So all I have, because all I have here is like his cell phone, his name, and the B section and that one doesn't have anything except his date.
[CUSTOMER][NEUTRAL] And the suffix, what's the suffix that they want just my the date, the state?
[AGENT][NEUTRAL] A suffix is um like if he's a junior or a senior.
[CUSTOMER][NEUTRAL] Oh, I see. OK, OK, no, he's not, he's just Frank and then uh.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] But so then that's, that's it, that the other two, I leave blanks those two pieces, that's part C section 2, and section and the family member lodging, I leave that blank, all that blank.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, ma'am. If you don't have any of that, then you will not fill out that portion.
[CUSTOMER][NEUTRAL] No, no, I don't, so actually it's just A and B and it's not very much, it's short. OK, I've got it.
[AGENT][NEUTRAL] And then look at the first page um to make sure that you send in the explanation of benefits from your primary insurance if you have that and also the, you said you that you have all the bills and everything, make sure you send all that in and um you'll also need the pathology report.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's all in there.
[AGENT][POSITIVE] And it's all in there. Good. You did good.
[CUSTOMER][NEUTRAL] I put everything. I did all the pathology, I did the, the doctor's bills and the hospital bills and the chemo bills, all of that is in there. All that is all together in the same package.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, awesome. All right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, and if you, you're welcome, Miss [PII], and if you need anything during your process of filling it out, if you need help, call us, OK?
[CUSTOMER][POSITIVE] All right, thank you so much.
[CUSTOMER][NEUTRAL] OK, and who am I speaking to?
[AGENT][NEUTRAL] My name is [PII] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Sorry, OK, thank you so much.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEUTRAL] No I'll see if I can get this done.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] OK mhm mhm bye bye.
[AGENT][POSITIVE] You, you, bye bye Ms. [PII]. You take care and thanks for calling APL.