AccountId: 011433970860
ContactId: 27c3d044-4d27-4f6c-9569-2fe1642fd281
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1029260 ms
Total Talk Time (AGENT): 504762 ms
Total Talk Time (CUSTOMER): 556688 ms
Interruptions: 8
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/27c3d044-4d27-4f6c-9569-2fe1642fd281_20250121T19:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] I had been in the hospital for 8 days and I was discharged from the hospital without the medical equipment I need for mobility.
[CUSTOMER][NEUTRAL] I have had the doctor.
[CUSTOMER][NEGATIVE] The physical therapist had put in the order when I was in the hospital and said it's gonna be delivering 24 hours. Well, then, that was Saturday and Sunday, of course, that wasn't delivered and it was a holiday. And now on Tuesday, I thought maybe I'd get something well.
[CUSTOMER][NEUTRAL] In the meantime, I called the doctor to see to make sure the order had been placed and stuff. Well, they told me they would place it with some pets place here and I got it, so I could get it. Well, they don't accept this insurance. So I need you to tell me who will accept this insurance so I can get the medical equipment I need. It's not very expensive. It's only about 50, 80 bucks or something, but it's a rollator and I cannot get around without it.
[AGENT][NEUTRAL] OK, um, let me get your name and a good callback number.
[CUSTOMER][NEUTRAL] OK, and yeah, [PII]
[CUSTOMER][NEGATIVE] [PII] I paid for this insurance for 6 years and haven't ever used it. And now when I need it, I can't get anything.
[AGENT][NEUTRAL] OK, um, what's a good call back number for you?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and do you know your policy number?
[CUSTOMER][NEUTRAL] Uh, I think it be one of these cards somewhere.
[CUSTOMER][NEUTRAL] And I had just switched back because I thought I had.
[CUSTOMER][NEUTRAL] gone up with you and pay more for it and can cover daughter's visits, so I can't get the prescriptions I needed. So I asked him to put me back to whatever I previously had. So I don't really know, but there's a policy of 02311714.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, let me get over there and see what we have here.
[CUSTOMER][NEUTRAL] There's a group number, a VIN number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. So just for verification purposes, can I get your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and um a good email and mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] in [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, OK.
[AGENT][NEUTRAL] Alright, let's see what kind of coverage we have here.
[CUSTOMER][NEUTRAL] And I mean, and that's I see this open enrollment thing, I need to have a booklet so I can choose what coverage I need. And I've asked for that to happen and nothing. And I mean, I ain't got so many more days before you close it out.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] They should have a brochure that provides you with the options available unless they're only offering the one option that.
[AGENT][NEUTRAL] That's also a possibility, but I'm not sure what your employer offering.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I have to come with you or something.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, I would, I would contact HR and ask if they have a brochure or um a benefits packet.
[CUSTOMER][NEUTRAL] OK. Because I, I had asked, I had like called and I mean, I have asked the APL itself and because the brochure I have is from [PII].
[AGENT][POSITIVE] Got you OK.
[CUSTOMER][NEUTRAL] But again, I mean I've had this insurance for 6 years.
[AGENT][NEUTRAL] Right. OK.
[CUSTOMER][NEUTRAL] I mean, this card is 23, but I've been with the company since what, [PII] or something, [PII], I don't remember.
[AGENT][NEUTRAL] OK, yeah, I see that you've had um coverage. It looks like the numbers changed a couple of times, but it looks like we've had you on file since [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so let's see here.
[AGENT][NEUTRAL] Trying to see if you have any coverage for durable medical equipment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, is it, are you needing this because of a sickness or did you have an injury?
[CUSTOMER][NEUTRAL] I had um
[CUSTOMER][NEUTRAL] I forgot what they called it. Some kind of bacteria in my ankle and then it traveled to my arm and they were worried about it going to my heart and I was in the hospital for like 8 days and so therefore they cut.
[AGENT][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] My ankle in two areas and my
[CUSTOMER][NEGATIVE] Uh, elbow in an area cause they had to drain it and then sew it back up and such and so I cannot put any weight on it at all. I mean, it is painful. So they kept trying to give me walkers, and I mean even the physical therapy came in, physical therapist came out, I said I cannot use my left arm, I cannot use my right leg. So how am I gonna use a walker?
[AGENT][NEGATIVE] Gotcha.
[AGENT][POSITIVE] Oh goodness.
[AGENT][NEGATIVE] Right, how are you gonna use a walker? Oh, goodness. That doesn't even make any sense.
[CUSTOMER][NEUTRAL] Like, I even gave me one and made me show him that I couldn't use it. And I'm like, OK, here we go, watch this. And then, then I'm like, I'm
[AGENT][NEUTRAL] Oh my God.
[AGENT][NEUTRAL] Be there to catch me.
[CUSTOMER][NEUTRAL] I said a wheelchair would be too big and wouldn't work in my house. That's why I chose the royalator thing because I figured I could just sit on that and kind of scooch myself around. I am a prisoner in my bedroom. I can't go get any food. I'm seeing in a bucket in my bedroom.
[AGENT][POSITIVE] God bless you.
[AGENT][NEUTRAL] Oh.
[AGENT][MIXED] Bless your heart. That sounds so terrible. I know that is just awful.
[CUSTOMER][NEUTRAL] They kicked me out of the hospital.
[CUSTOMER][NEGATIVE] They kicked me out of the hospital. I, I said I don't have the equipment I need. I, how am I going, and when I got home, I had to crawl on my hands and knees to get to the bedroom.
[AGENT][NEUTRAL] Oh my word.
[CUSTOMER][NEUTRAL] Because I cannot.
[AGENT][NEGATIVE] They didn't send you home with like any type of like nursing assistance or any? Wow.
[CUSTOMER][NEGATIVE] Nothing, nothing.
[CUSTOMER][NEUTRAL] I see.
[AGENT][NEUTRAL] That's crazy.
[CUSTOMER][NEGATIVE] Uh, that's the worst hospital I've ever used.
[AGENT][NEUTRAL] Oh my gosh. Well,
[CUSTOMER][NEGATIVE] I didn't even eat for 18 hours while I was in there.
[CUSTOMER][NEGATIVE] And I've been there for 8 days and just one morning I didn't get any food and I'm like, you know, what's up? Can I get some food? Can I give them food? It was, it was like [PII] till before they gave me something.
[AGENT][NEUTRAL] Right like
[AGENT][NEUTRAL] Oh my word, that.
[CUSTOMER][NEUTRAL] And I had not eaten like from [PII].
[AGENT][NEUTRAL] That's wild.
[CUSTOMER][NEUTRAL] Um, he was like, you got a cafeteria like he's I just go down and grab a plate and come up.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Right, just grab me a burger or something.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I mean, I, I swear to God, I started to call an ambulance to take me to another hospital.
[AGENT][NEUTRAL] Oh, I wouldn't have blamed you there. Not at all.
[AGENT][NEUTRAL] OK, so I
[CUSTOMER][NEUTRAL] I mean, I did like my doctor and I had some nurses that were really cool, but like I said, I had no mobility and I mean, I'm, and that's something else too initially when the physical therapist came in there, I'm not, they were gonna say I needed a, a wheelchair, a chair for the to.
[CUSTOMER][NEGATIVE] They were gonna get me a boot and a strap and a, you know, bars and I mean, they were everything and I thought, yeah, that's just just them trying to, you know, suck it to suck it y'all, the insurance people. I'm like, I'm fine. I'm, you know what I mean? This is just a little
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Cut, you know, an incision on the right and left of my ankle or I'm gonna be fine. I'm gonna walk out of here in a couple of days. Well, after 8 days and I still could not.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] Do anything. I'm like, no. You know what I mean, because I have, I do not have the ability to put weight on either of those things. So I'm like, I need something. So they got a physical therapist back in, and they were all like, well, you see you didn't want anything. And I'm like, well, because I'm stupid and I'm stubborn, and I thought I was gonna be fine.
[AGENT][NEGATIVE] Gotcha.
[AGENT][POSITIVE] Yeah, for sure.
[AGENT][POSITIVE] You're not stupid or stubborn. You are an independent woman. You are not stupid or stubborn, you are independent. There's nothing wrong with that.
[CUSTOMER][NEUTRAL] I said, what I realize I'm not.
[CUSTOMER][NEGATIVE] Oh, I said, I'm gonna be fine. You know this ain't gonna keep me down. I mean, I'm gonna, I'm gonna be back at work in two days. What are you talking about? And, and then it's like, no, I guess I'm not. So, I mean,
[AGENT][POSITIVE] That's right.
[AGENT][NEUTRAL] Oh my.
[CUSTOMER][NEUTRAL] I'm serious when I got home.
[CUSTOMER][POSITIVE] The day after I was able to get up and walk just from my bedroom to the bathroom, which is the next room over.
[CUSTOMER][NEUTRAL] I mean, with, I do, I did have like some old timey walker that was just here, and someone else and so I did scooch it around just to try and help me get in there, so, and I'm like, OK, this is gonna be all right. Well, the next day, the pain was so immense, I couldn't even hardly breathe. So I'm like, I am not getting on my foot ever until, no, I can't.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Oh goodness.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Cause I want this to get better. So I, I really, really need that thing.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] OK, alright, so I've looked at your policy and I will, I, I verify the benefits you have available. You do not have durable medical equipment, however, I know that that is not the information you wanted, however.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] You do have um confinement benefits which may help you with coverage for going ahead and getting that out of pocket because that's what this is, you know, this is, this is an insurance that kind of helps where any type of major medical or something if you do have that won't. So um what we would need to consider those benefits is we need an itemized bill.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right. Uh-huh.
[AGENT][NEUTRAL] With diagnosis codes from the hospital to be sent to us for consideration. Now, if you send it, the any benefits payable come to you. If they send it, any benefits payable go to them. So if you're wanting to use that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I don't know. I just, I don't know how to send it or whatever. I mean, I got this little packet that they discharged me, but I don't know what it is you need or how to send it to you. I don't have copiers, nothing.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, do you have any.
[AGENT][NEUTRAL] Let me ask this, are you tech savvy at all? Do you use the Internet often? OK.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm trying to think because I don't want you to have to wait on the mail.
[CUSTOMER][NEUTRAL] I don't even have a computer.
[AGENT][NEUTRAL] OK, so I was gonna say I don't want you to have to wait on the mail because by the time we get this form and stuff in the mail and get it to you and you fill it out and get all the information you need and mail it back I mean you, it could be weeks and I do not want you to have to wait on that longer, um.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] I'm trying to think, you said you don't have a computer.
[AGENT][NEUTRAL] Um, cause I was gonna say we have.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I bought a tablet but I've never really used it. I just, you know, do whatever I do. I just look at the phone and that's it.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] Got you. OK, so do you have any friends or family locally that you could get to assist you with submitting information online or obtaining information online? OK, so.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I guess so.
[CUSTOMER][POSITIVE] I I can get my friend or you my stepfather or something.
[AGENT][NEUTRAL] OK, so I'm gonna give you a website because that keeps you from having to get anything from the mail because you can get them to assist you online, OK?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so what you're gonna do is you're gonna take a picture of every single page of that packet.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, and what you're gonna do is you're gonna create yourself a log in on this website now again get them to assist you and if you have any questions about um how to get that set up call us back, OK? Because we can help you, we can do it step by step if we need to so that um website is going to be secured, so that's [PII]
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um, where did it go? Look, I was looking at it. Oh, there it is. OK, [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] That some, uh, OK.
[AGENT][NEUTRAL] Yes, the [PII]
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Mhm. [PII], yes ma'am, [PII]. So that's secured at [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] Mhm and you're gonna be a new user and you are an insured so you're you're not a provider you're not an employer or you know you're you're someone that has this insurance, get yourself an account set up and what you'll be able to do is you'll be able to upload those pictures directly to your account there as a claim that you need us to consider.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] And once we get that hopefully it has everything we need because it's a discharge packet hopefully it tells us our dates and what you're there for and all that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Um, if not, see if you can gain access to your, um, records or something with that hospital and get that information that may be easier. I don't know, um, because I don't know what that packet that you already have says, but one or the other and get that information and upload it as.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[AGENT][POSITIVE] Claim on that website I gave you and that will get to us the fastest so that we can get this and hopefully any benefits can get sent out to you fairly quickly so you don't have to keep waiting on any cash to be able to get that because you don't have the medical equipment but you may have, I know if you spent time in the hospital for a sickness, you have a hospital admission benefit.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] I was here for 8 days, 8 days from the [PII].
[AGENT][NEUTRAL] Right. You have consignment?
[AGENT][NEUTRAL] Let's see, so.
[AGENT][NEUTRAL] And you know, I can't guarantee payment, but if we're just looking at what you do have under this policy, you have um hospital confinement, hospital admission, you said you had surgery, right?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You have a surgical benefit. Did you have any type of MRI or CT?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] You have that benefit as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] So you have multiple benefits there.
[CUSTOMER][POSITIVE] I just want the benefit of that mobility equipment.
[AGENT][NEUTRAL] Yes, and look, I can't, I can't cover you for that because you don't have that, but I can provide you with the, the money from the other ones as long as we get everything we need and we can, you know, we can verify that so that's definitely what we wanna look at um.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Do I, can I put it to anybody's attention or how does that work?
[AGENT][NEUTRAL] It would, you would just up when you upload it it comes directly to the claims department.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. So you.
[CUSTOMER][POSITIVE] OK, and I like lenses in my camera, so, so I hope the pictures are gonna be clear enough to read.
[AGENT][NEUTRAL] Yeah, and you know, if they're.
[CUSTOMER][NEUTRAL] I may have to get my roommate to help, huh?
[AGENT][NEUTRAL] Yeah and that's fine you know whoever you need to help you, you do that because like I said that's gonna be the the easiest because if we send you out the information or ask you to mail it in, especially you know this weather is crazy right now so.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] Well, see, like I said, I can't even go anywhere. I'm stuck. I'm in this bed.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah, I, I do.
[CUSTOMER][NEUTRAL] And if I try to move, I'm in more, um, you know, I think it's gonna take longer for me to get better and I'm trying to get back to work cause if I don't work, I don't get any money. So I need this to be over with, but I just need to be able to get myself to be able to get some food in the house and, you know, little things like that.
[AGENT][POSITIVE] Absolutely.
[AGENT][POSITIVE] For sure, for sure, so definitely see if you can get someone um to come over and assist you as soon as possible. Like I said, the sooner we get it, the sooner we can start looking at it um and hopefully we can get some funds sent out to you um within, within a, you know, the week or early next week at the very latest. I would recommend there's a form on that same website for direct deposit. I would recommend filling that out so you're not waiting on a check.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Right, OK. All right, thank you. Well, let me try and see what I can get done. All right, appreciate you helping me with this. Thank you very much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. You're welcome.
[AGENT][NEUTRAL] Of course, if anything else, call us, OK?