AccountId: 011433970860
ContactId: 18fb895e-ea5c-453d-b9f2-3113ead588f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 535719 ms
Total Talk Time (AGENT): 284618 ms
Total Talk Time (CUSTOMER): 224840 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/18fb895e-ea5c-453d-b9f2-3113ead588f9_20250304T14:53_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh hi, [PII]. This is [PII]. I've been trying to find out what my claim is.
[CUSTOMER][NEUTRAL] If there's anything else I need to do. I was with Huntsville High School and I'm in the hospital now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK,
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, Ms. [PII]. So, uh, you have filed a claim with APL that you're wanting to check status on?
[CUSTOMER][NEUTRAL] Miss
[CUSTOMER][NEUTRAL] Yes ma'am, Miss [PII] was supposed to file it.
[AGENT][POSITIVE] Yes, ma'am. Well, I'd be happy to check to see if we've received a claim for you. And what is a good callback number for you please?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This [PII] area code.
[AGENT][NEUTRAL] Thank you. You said [PII]?
[CUSTOMER][NEUTRAL] No, ma'am, it's gonna be [PII].
[AGENT][NEUTRAL] OK, what was the first number you gave me?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I gave you the area code last.
[AGENT][NEUTRAL] OK, so it's the area code [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am, yes ma'am, that's my cell number.
[AGENT][NEUTRAL] Thank you. And what is your policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] That I don't know.
[AGENT][NEUTRAL] OK, is the policy in your name? Are you the primary subscriber? OK, what is your social and I can try and look it up that way.
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] were the last 4.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, thank you. So give me a moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And which, OK, let's see.
[AGENT][NEUTRAL] Now, is this claim that you're calling about, which policy would it be on?
[CUSTOMER][NEUTRAL] The hospital identity identity.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] American Public Life.
[AGENT][NEUTRAL] OK, so I will need to verify several things with you first, for security purposes, Ms. [PII], and also any information that is provided would be a verification of benefits and not a guarantee of payment. So first off, if you will please verify your date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and your home mailing address?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. The phone number that we have on file for you is the same, I'm sorry, it is not the same as the one you gave me. I don't know if maybe this was a land.
[CUSTOMER][NEUTRAL] You probably have my husband's number.
[AGENT][NEUTRAL] OK, what is that number?
[CUSTOMER][NEUTRAL] You have my husband's number is [PII], is that correct?
[AGENT][NEUTRAL] No, ma'am, this one ends in a [PII].
[CUSTOMER][NEUTRAL] OK, that's my home phone number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. So that's all really the information I need to verify. Now, Ms. [PII], is this, when is the claim, what date of service is the claim for?
[CUSTOMER][NEUTRAL] It's for all of them from [PII].
[CUSTOMER][NEUTRAL] Uh, [PII] till now or until October.
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] I think October.
[CUSTOMER][NEUTRAL] The end of October when he quit playing on it.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, so this policy that you have with us was, is no longer active, as you know. Um, this policy was active from [PII].
[CUSTOMER][NEGATIVE] Cause I
[AGENT][NEUTRAL] And Ms. [PII], as of now, we do not have any claims on file for you on this policy.
[CUSTOMER][NEUTRAL] They were given to me stickles.
[CUSTOMER][NEUTRAL] The day after I got out of the hospital each time.
[AGENT][NEUTRAL] Yes, and we do not have anything on file for you at all.
[CUSTOMER][NEUTRAL] So what am I supposed to do?
[AGENT][NEUTRAL] So either you can
[CUSTOMER][NEUTRAL] I paid that money.
[AGENT][NEUTRAL] Yes, ma'am. Either you can file them when you're able to because we do not have a timely filing limit.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Do I call Ms. [PII], see if she's gonna take care of it?
[AGENT][NEUTRAL] I, I'm not sure who she is, but who, who is this Miss [PII]?
[CUSTOMER][NEUTRAL] She's a human resource with Huntsville High School.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] You can try and reach out to her, yes, ma'am. I mean, obviously you can if she will file them for you, but as of now, we, we have not received. So either you can file them or if you have someone to help you, that's fine, but we just don't have anything as of, of yet.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I can't
[CUSTOMER][NEGATIVE] OK, I can't do anything right now.
[AGENT][NEUTRAL] OK, well, and
[CUSTOMER][NEUTRAL] I'm in hospital rehab.
[AGENT][POSITIVE] Oh, I'm sorry to hear that.
[CUSTOMER][NEUTRAL] Been there since uh I had the stroke in [PII] and then I had open heart surgery, heart attack in [PII].
[AGENT][NEUTRAL] Oh, I'm so
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Oh my goodness. It sounds like you have had a lot now. Yes, ma'am, on your hospital indemnity policy though, we don't have any claims.
[CUSTOMER][NEUTRAL] OK, I wonder what she filed it under. That's what she put the number on here for claim.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] The [PII] since she got claim written on.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEGATIVE] That's our, um, that is our, and I've looked under like one of your other policies and we, no, ma'am, we don't have anything.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And your name is [PII]?
[AGENT][NEUTRAL] Yes, ma'am it is. Mhm.
[CUSTOMER][NEUTRAL] Alright, let me call the high school Ms. [PII] and see if I can get a hold of Miss [PII] or Ms. [PII], find out what's going on.
[AGENT][NEUTRAL] Yes, ma'am. And
[AGENT][NEUTRAL] Yes ma'am, and then anyone at this number at [PII] um could assist, could help with that. Now, what, um, give me just a moment. What is a valid uh email address for you now because we still have your [PII] on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I said
[CUSTOMER][NEUTRAL] That's one, try [PII].
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] OK, what is, the first, I tell.
[CUSTOMER][NEUTRAL] And it's all
[AGENT][NEUTRAL] Uh, I'm sorry, and say that last part again, Ms. [PII].
[CUSTOMER][NEUTRAL] I said in that email is full.
[AGENT][NEUTRAL] OK, so you, is your, what is your work email address? I just wanna make sure that we have that correct.
[CUSTOMER][NEUTRAL] [PII], uh, I don't remember, it's been so long. [PII], uh.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is [PII] I think it's [PII] or something to be close to that, but I don't remember.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, that's fine. Yes, ma'am, I would recommend is to reach out again if, if you or you know, your family has to file a claim, then you can call someone can call us back and we can assist.
[CUSTOMER][NEUTRAL] My husband, my husband in the hospital too.
[AGENT][POSITIVE] Oh my goodness, Miss [PII]. Oh, I'm so sorry to hear that.
[CUSTOMER][NEUTRAL] I put in on dialysis.
[AGENT][POSITIVE] Oh, goodness. I'm so sorry to hear that.
[CUSTOMER][NEUTRAL] It's OK, we're trying.
[AGENT][POSITIVE] Well, that's all we can do, Ms. [PII]. I'll keep you in, in my prayers.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] That's the best thing you can do.
[AGENT][POSITIVE] Yes, ma'am, it is. Pray, prayer is a very powerful thing.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Well, you're very welcome. So I really hope you get to feeling better. Is there anything else though at the moment that I could help you with?
[CUSTOMER][NEUTRAL] No, ma'am. I just need to get this. I never saw it hit my bank and I'm trying to figure out what happened.
[AGENT][NEUTRAL] So yes, ma'am. So you have multiple dates of service, you said dating back to [PII]. Yes, ma'am. So those all can still be filed. We just haven't received them as of now.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, I'll let her know.
[AGENT][NEUTRAL] OK, then.
[CUSTOMER][POSITIVE] Thank you so much, Ms. [PII].
[AGENT][POSITIVE] Yes, ma'am. You're welcome. You're welcome, Ms. [PII], and thank, I hope you have a blessed day too, Ms. [PII] and thank you again for calling APL. You're welcome.
[CUSTOMER][POSITIVE] Have a blessed day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.