AccountId: 011433970860
ContactId: ff4de63c-a1d0-41e9-bd5c-0070ee34f263
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 606280 ms
Total Talk Time (AGENT): 285079 ms
Total Talk Time (CUSTOMER): 240990 ms
Interruptions: 5
Overall Sentiment: AGENT=1.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/ff4de63c-a1d0-41e9-bd5c-0070ee34f263_20250625T14:40_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Yes, this is uh [PII] uh.
[CUSTOMER][NEUTRAL] I have a cancer policy and I have been um diagnosed with um a skin cancer.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I didn't know the procedure exactly of what I, I, I, I've been diagnosed but I'm supposed to go back and have something else done. What, what's the procedure about filing the claim?
[AGENT][NEUTRAL] Sure, OK, let's go ahead and get that policy pulled up, [PII], um, and then I can let you know what, uh, information we need, um, so you can get those claims filed, uh, before we go any, I'm sorry.
[CUSTOMER][NEUTRAL] Oh, hold on just.
[CUSTOMER][NEUTRAL] I was just trying to find my policy number. I'm sorry, I'm just, hold on, uh, can you hold up?
[AGENT][POSITIVE] Oh no no no you are perfectly fine.
[CUSTOMER][NEUTRAL] Just, can you get it with my, my um name and social security number or something? Can you pull it up? Oh.
[AGENT][POSITIVE] Yeah, no worries, um, before we do any of that though, if you don't mind, can I go ahead and get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] OK, cell phone is [PII].
[AGENT][POSITIVE] OK thank you and then yes uh I can start using your uh full social.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] Alrighty, do you believe I found you, uh, [PII], just gonna verify some information really quick. Can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Perfect. OK, thank you so much for verifying all of that. Bear with me just a moment. I'm gonna go ahead and get your policy pulled up here.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Typically, the first thing that we would need it would be that um original pathology report uh with that positive diagnosis of cancer. And if you'll give me just a moment, I will go ahead and get this pulled up so we can look a bit more.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You're saying the, the original, original, is that what you're saying, original?
[AGENT][NEUTRAL] Right, where they first diagnosed, where they got that original um diagnosis of cancer.
[CUSTOMER][NEUTRAL] So, what I need to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Right. Or the, you know, if you um contact the uh facility wherever you went for that uh treatment, um, it would be the pathology report is what that's called.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh yeah, uh-huh, OK, I understand.
[AGENT][NEUTRAL] Yes, and then um so I'm sorry bear with me, my system is running really slow um as far as getting claims filed with us, I will say um do you have access to a desktop or a laptop computer?
[CUSTOMER][NEUTRAL] Mm, no, I, I'd rather mail it to you. I'd rather, mm.
[AGENT][NEUTRAL] Oh, that's perfectly fine, yes, just like to let people know their options.
[AGENT][NEUTRAL] OK, so I'm getting that.
[CUSTOMER][NEUTRAL] I understand, I understand. I'm old folky, I'm sorry. Listen, hold on, but I.
[AGENT][POSITIVE] No, there's nothing wrong with that.
[CUSTOMER][NEUTRAL] Uh, it would pay when I got, when I get the, um, well they call me about the diagnosis and I've got to go back and will it cover the procedure I, I, everything I'll have with it? Is that how, how does that work? I mean, I just don't, I just wonder how it works.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Sure, and I guess it really depends so I've got your um excuse me, your, uh, schedule page pulled up right now and that of course is just a brief list of the covered benefits for this policy. So I've got that as you've got benefits for uh chemotherapy and radiation treatment, uh daily hospital benefit, and then that first occurrence diagnosis benefit.
[AGENT][NEUTRAL] But do you know what kind of treatment you'll be receiving?
[CUSTOMER][NEUTRAL] OK, now I have
[CUSTOMER][NEGATIVE] I don't, I don't. It's, it's on my hand. It's a skin cancer, so something sarcoma they gave me, but I mean, it's a skin cancer. I've had breast cancer before and you know, I have paid, you paid that. I had breast cancer twice. But um uh I just, how, I didn't know how much you paid with skin cancers.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Sure. I think it would really depend on the kinds of treatments that you would be receiving for that. Um, cause I do have, let me try, bear with me just a moment. I'm going to try to pull up the actual.
[AGENT][NEUTRAL] Policy here.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Bear with me just a moment.
[CUSTOMER][NEUTRAL] Yeah, I have uh, you know, I have all that too. I have that.
[AGENT][NEUTRAL] You do have the policy uh for some reason I don't have it in our system. I just have the um schedule page so it just shows these baseline uh kind of benefits so give me just a moment let me try to locate that.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Somebody's talkative.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] So I believe with this, so with your, you did file the claims for your breast cancer, you said?
[CUSTOMER][POSITIVE] Yes, so that's been a good while back. Yes, yes.
[AGENT][POSITIVE] OK, yeah, so I do believe that would exhaust that uh first occurrence, uh, benefit. So what I would recommend, [PII], um, is whenever you go back or whenever you talk to them again, um, and they're more than welcome to uh speak with us as well um if you prefer that or if they're willing to to let us know exactly what kinds of treatments you would be receiving for this, uh, that way we can know exactly what it would pay.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, um
[CUSTOMER][NEUTRAL] Mhm OK.
[AGENT][NEUTRAL] Because without knowing that I'm not quite sure, sure, go ahead.
[CUSTOMER][NEUTRAL] OK, one other thing while I'm trying.
[CUSTOMER][NEUTRAL] I'm probably in a hurry. Can you look and see what has been paid to me this year? You know, it pays like for uh chest X-rays. I have on me and my husband. Can you tell me what has been paid so far?
[AGENT][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] The only thing I have, well, let me check for all of this here give me just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So I do have it looks like a colonoscopy that you received uh in February.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And were we checking for uh [PII] as well?
[CUSTOMER][NEUTRAL] Yes, um, and also, I thought I had a policy on my son. He's um [PII], Little Page the 3rd, Patri, uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I need to check about that. Do I still have a cancel policy on you?
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] I'm talking to them now.
[AGENT][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEGATIVE] His name is [PII] Page [PII] 3rd, Trey Littlepage, and I just don't.
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][POSITIVE] That envelope like this that's definitely.
[AGENT][NEUTRAL] I can search if he has a policy with us. He's definitely not listed on your policy it's just going to be you and uh your spouse, um, but if you have his social I can search to see if he has a policy with us.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] What's your social card [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, alrighty, give me just a moment.
[AGENT][NEGATIVE] And I did just check as well. It does not look like uh your spouse [PII], it doesn't look like he has received any benefits for this year.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, and I just have the colonoscopy, is that right?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What was his, uh, what was his date of birth? I'm sorry.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Awesome, OK, yes, he does have a cancer policy with us.
[CUSTOMER][NEUTRAL] Oh, really? OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And that and it pays the way mine pays I get I suppose it pays the same thing for I'll have to check with him what he.
[AGENT][NEUTRAL] Let's see, yes, um, this policy does look identical to yours.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'll have to check with him what he's had so far. I mean, you know, like, I know it does pay like for chest X-rays and whatever else.
[AGENT][POSITIVE] Absolutely, yes. A lot of uh preventative, uh, benefits, yes.
[CUSTOMER][NEUTRAL] How
[CUSTOMER][NEUTRAL] Mhm, I have a list of that, I think. So I'll, I'll talk to him about that. To be honest, I forgot I had it.
[AGENT][POSITIVE] No worries, yeah, um, look, it's been effective since, uh, [PII].
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] OK. Well,
[CUSTOMER][POSITIVE] I appreciate everything thank you I appreciate it.
[AGENT][POSITIVE] You are very welcome, yeah, yes, once you get some more information, give us a call right back or again if it's easier if you prefer, um, go ahead and have the provider give us a call if that's easier for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I will, I will, OK, thank you, thank you.
[AGENT][POSITIVE] All right well I hope you have a great rest of your day.