AccountId: 011433970860
ContactId: 2a308189-495d-4d2a-a926-9a342004dad7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 293040 ms
Total Talk Time (AGENT): 148217 ms
Total Talk Time (CUSTOMER): 151980 ms
Interruptions: 3
Overall Sentiment: AGENT=2.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/2a308189-495d-4d2a-a926-9a342004dad7_20250327T13:44_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I need to start uh a claim.
[AGENT][POSITIVE] All right, I can certainly help you with that. Do you happen to have your policy number available?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I do. It is 02599228.
[AGENT][POSITIVE] And what is a good
[CUSTOMER][NEUTRAL] The group hospital and
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEGATIVE] Indemnity clients
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] It's a group
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] Yeah. What is a good callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And can you verify your name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] So, um, I am calling for my son. Um, they just had a baby. Um, he, it's the policy is listed under [PII].
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you and congratulations.
[AGENT][POSITIVE] That's exciting.
[CUSTOMER][POSITIVE] Oh thank you. So they're, they're first and our first grandbaby, so very exciting.
[AGENT][NEUTRAL] 00, your life will never be the same.
[CUSTOMER][NEUTRAL] That's what everybody tells me. I said I don't think my pocketbook will either.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, you're gonna have
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Is it a little boy or a girl?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh, a boy, so, yeah. I, I have 3 boys.
[AGENT][POSITIVE] Oh my gosh, you're gonna have so much fun.
[AGENT][NEUTRAL] Oh, well, you've got that down pat.
[CUSTOMER][NEUTRAL] Three boys and then now our first grand grandchild's a boy. I said, OK, this is great, but we need another one cause I need a girl.
[AGENT][NEUTRAL] That's right. Tell, tell them to keep on trying till they get that girl for you. But at least you know how to handle boys.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Exactly, yes.
[AGENT][POSITIVE] You cut that down bad. Now what Avery will need to do, and please tell him that we offer our congratulations, um, that's just really exciting. He, he will need to get an itemized bill from the hospital.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then he can submit that let me see if he's got an online account.
[CUSTOMER][NEUTRAL] I, I did go and sign him up so he is, he does have um access to the portal.
[AGENT][POSITIVE] Wonderful. OK.
[CUSTOMER][POSITIVE] Um, so I do, I have that and I'm gonna, I, I sell health insurance for a living, so I've been doing this 20 years, so I'm, I'm kind of helping him along.
[AGENT][POSITIVE] Oh, well, good deal.
[AGENT][NEUTRAL] You know how to do
[AGENT][NEUTRAL] You know how to deal with this. So there's a claim form for the hospital indemnity on the portal. So he'll need to complete that and submit it in the Ibias bill from the hospital with the diagnosis of codes, of course.
[CUSTOMER][NEUTRAL] This
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, um, how does that work for the benefit, um, cause he, he actually just signed up to, to the policy [PII] through his employer. They were living in [PII] and just came back home because of the pregnancy and, um, he has a new, this is a new job for him.
[CUSTOMER][NEUTRAL] They told me there was no preexisting, so we signed up for the group hospital indemnity plan. And what is the, the nightly I guess benefit for childbirth? Do you have access to that?
[AGENT][NEUTRAL] I do, but unfortunately you're not listed on the policy, nor do I have authorization to speak to you, so I would not be able to um get that information. But you know, he can locate his policy on the portal and click on the policy number in the be he can view his policy certificate.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'll go look at that, um, and then can you upload a checking account information for me or I need to do that on the portal as well?
[AGENT][NEUTRAL] So when he submits his claim.
[CUSTOMER][NEUTRAL] That way when they do pay out.
[AGENT][NEUTRAL] Yeah, when he submits his claim information, there will be a payment option.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And he can sign up for the direct using his direct deposit information there, banking and routing number and he can also sign up for text messaging notifications and we'll get him a notification once the claim is processed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][NEUTRAL] OK, alright, I appreciate it. So there's really nothing I can do over the phone with you to start the claim. I really need to go online and do it then.
[AGENT][NEUTRAL] That's correct. We have to have the claim documents on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got you. OK, thank you very much. I appreciate your help.
[AGENT][POSITIVE] It has been my pleasure. And what is your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right. Well, Miss [PII], it has been a pleasure to assist you. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Oh, that's it. Thank you.
[AGENT][POSITIVE] And thank you for calling APL. I hope you have a great day as well and take care and enjoy that baby. Bye-bye.
[CUSTOMER][POSITIVE] Have a good day.
[CUSTOMER][POSITIVE] Thank you. Bye-bye. I will. Thank you so much. Bye-bye.
[AGENT][POSITIVE] You're welcome. Take care.