AccountId: 011433970860
ContactId: 2c4f279a-d186-418a-8e85-4e52c5ba32d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 414609 ms
Total Talk Time (AGENT): 220671 ms
Total Talk Time (CUSTOMER): 125269 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/2c4f279a-d186-418a-8e85-4e52c5ba32d6_20250306T17:49_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. Um, I'm just checking up on a hospital indemnity, um, claim that I made. Uh, it was made back in November.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] OK, Ms. [PII]. So you're checking on claim status for yourself?
[CUSTOMER][NEUTRAL] I just
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And Miss [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] Area code [PII].
[AGENT][NEUTRAL] Thank you and your policy number please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, is that a member ID number?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] OK, and Miss [PII], I will need to verify several things with you first for security and any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. So first off, Ms. [PII], if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. Also your home mailing address, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one that you provided for me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, thank you. And then lastly your email address please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you very much for verifying all of your information.
[AGENT][NEUTRAL] So, Ms. [PII], we do not have a claim on file for you at all.
[AGENT][NEUTRAL] In our system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I, well, I'm just giving you the information on the copy that I made, um, I sent it in.
[CUSTOMER][NEUTRAL] I sent it in November um but so do I just need to resend the information?
[AGENT][NEUTRAL] Uh, yes, ma'am, I would. Did you mail it, Ms. [PII]?
[CUSTOMER][NEUTRAL] I did mail it, um, I did, uh, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, that was what I used.
[AGENT][NEUTRAL] And that, and
[AGENT][NEUTRAL] In [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, yes ma'am. I am so sorry, Ms. [PII], but for whatever reason, we did not receive that. Now, do you have access to the internet?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and the reason that I'm asking that Miss [PII] is we have a portal that's called the online service center and I have a user guide that I would be more than happy to email to you that explains how to set up your profile in the APL online service center because you can the user guide I will send you in addition to explaining how to set up your profile, it also gives instructions on how to upload claims information for our review.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And some of the different things that you can do within there. So I will email that to you in just a moment. The email that you're going to receive from me will come from [PII] [PII] [PII].
[CUSTOMER][NEUTRAL] OK, that
[AGENT][NEUTRAL] And I will also um put in the subject line for you APL online service center so that that's easy for you to recognize.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because when you upload that's instant that you can see that information you could receive a confirmation that it was a successful, you know, upload to be in line for review.
[CUSTOMER][NEUTRAL] OK, um, my also, um, the, the, um, hospital said they're having a very difficult time they, they called the insurance twice and not received any information. Do you know anything about that?
[AGENT][NEUTRAL] Let me see if there's any.
[AGENT][NEGATIVE] No, ma'am. I do not even see where we have received a call on your policy.
[CUSTOMER][NEUTRAL] OK. Well, I, I.
[AGENT][NEUTRAL] Um, so if you, you know, I don't know, are they calling the [PII] number?
[AGENT][NEUTRAL] By chance, did they tell you who they have, what number they have been calling?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] They didn't, um, but I can get back to them because they asked me to um.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Call you and and just check check on it.
[AGENT][NEUTRAL] Yes, ma'am. And I'm also going to.
[CUSTOMER][NEUTRAL] And see, so
[AGENT][NEUTRAL] OK, so you have your member ID. I'm also going to give you a policy number, Ms. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We can also that you can provide for them, but it's 248.
[AGENT][NEUTRAL] 1086.
[AGENT][NEUTRAL] And that is another way that we can also pull up your information.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So I could give that
[AGENT][NEUTRAL] Yes, and you can give that number to them. Uh-huh.
[CUSTOMER][POSITIVE] OK awesome alright thank you for your help.
[AGENT][NEUTRAL] OK, and I have.
[AGENT][POSITIVE] Oh, yeah, well, I don't, I'm sorry, um, there's a little bit of a lag, Ms. [PII], in our call, and so I don't mean to be talking over you, and I think that it sounds like that, and I'm so sorry about that.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] You don't worry, I talk over. Don't you're fine.
[AGENT][NEUTRAL] So, um, yes, ma'am, I did go ahead and email you that so you should have that in your in your inbox by now.
[AGENT][NEUTRAL] Regarding the portal.
[CUSTOMER][NEUTRAL] Yes, I
[CUSTOMER][NEUTRAL] I found, yeah, I have found both of them. I've seen them, so I have them both, yeah.
[AGENT][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] Well, is there anything else at the moment that I could help you with?
[CUSTOMER][NEUTRAL] No, now that, nope, I got my question answered, so now I'll just keep digging and figuring out what we did wrong, fix it.
[AGENT][POSITIVE] OK. All right. Well, if you have any other questions, Ms. [PII], please give us a call and we'll be more than happy to help you.
[CUSTOMER][POSITIVE] Thank you so much. Have a great day.
[AGENT][POSITIVE] Yes, ma'am. I hope you do too, and thank you again for calling APL.
[CUSTOMER][NEUTRAL] OK bye.
[AGENT][NEUTRAL] Mm, bye bye.