AccountId: 011433970860
ContactId: 33c8818e-6654-4201-afd2-c3a88ab118f3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 796489 ms
Total Talk Time (AGENT): 253168 ms
Total Talk Time (CUSTOMER): 229243 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/33c8818e-6654-4201-afd2-c3a88ab118f3_20250217T15:45_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] Uh, hi, I wanted to start my claim for hospital indemnity.
[AGENT][POSITIVE] It would be my pleasure to assist you. Do you have your policy number available?
[CUSTOMER][NEUTRAL] Oh, I don't know.
[AGENT][NEUTRAL] I can look it up by your social if that's OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, PIN number please, ma'am.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And what is your name please, ma'am?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][POSITIVE] [PII]
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And then [PII]
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh, bear with me just one second.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] All right, Ms. [PII], do you mind verifying your date of birth please, ma'am?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what state are you in, Miss [PII]?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] Who is your employer?
[CUSTOMER][NEUTRAL] Vanguard Academy.
[AGENT][NEUTRAL] Is that VAN or BAN?
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] OK, bear with me just one second.
[AGENT][NEUTRAL] I'm looking, bear with me just one second. Is it, have you newly opted into the hospital indemnity?
[AGENT][NEUTRAL] Or to the APL policies.
[CUSTOMER][NEGATIVE] No, I've been paying all year.
[CUSTOMER][NEUTRAL] Like since May of last year.
[AGENT][NEUTRAL] Is there any other last name associated with your name, Miss [PII]?
[CUSTOMER][NEUTRAL] No, [PII], that should be it.
[AGENT][NEUTRAL] I'm looking
[AGENT][NEUTRAL] Trying to locate you, I couldn't pull it up by social.
[CUSTOMER][NEUTRAL] I can, I can try to log into the benefit portal.
[CUSTOMER][NEUTRAL] But I don't know if it'll give me the
[CUSTOMER][NEUTRAL] My hospital indemnity like group policy number. Let me, let me see, hold on.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, cause the group number is the FBS Vanguard.
[CUSTOMER][NEUTRAL] But that's, I think, general.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I've got the group pulled up and I'm looking.
[AGENT][NEUTRAL] Let me check one other thing.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEGATIVE] I should have gotten that.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] I'm wondering
[CUSTOMER][NEUTRAL] It's because I just gave birth.
[AGENT][NEUTRAL] Oh, did you just give birth?
[CUSTOMER][NEUTRAL] Yes, so that's why I'm calling.
[AGENT][POSITIVE] Congratulations.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][POSITIVE] That's such an awesome time in life.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So I'm wondering, it looks like um possibly they only offer the cancer through APL.
[CUSTOMER][NEUTRAL] It's
[AGENT][NEUTRAL] Cancer policies.
[CUSTOMER][NEUTRAL] Um no.
[CUSTOMER][NEUTRAL] But this is for hospital indemnity for Vanguard Academy, it's a school district.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm wondering if the hospital indemnity is through another insurance company.
[CUSTOMER][NEUTRAL] Well, they gave me the, the
[CUSTOMER][NEUTRAL] The phone number, that's why, that's why I called.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Directly.
[CUSTOMER][NEUTRAL] Let me check something else.
[AGENT][POSITIVE] Yeah, see what else you can find cause I'm looking as well.
[CUSTOMER][NEUTRAL] To see if I have it.
[AGENT][NEGATIVE] And I just don't see anything.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Are you where you can possibly um.
[AGENT][NEUTRAL] Contact the HR department.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Do you know if you opted for a cancer policy cause the only type of coverage I'm showing with the APL is cancer.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No one
[CUSTOMER][NEUTRAL] I didn't
[AGENT][NEUTRAL] I'm thinking that maybe it might be through another insurance provider.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] For your hospital indemnity.
[AGENT][NEUTRAL] What I would suggest.
[AGENT][NEUTRAL] Ms. [PII] is to contact them.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And if they say it is through APL, tell them that you did call us and we were not able to locate your policy.
[CUSTOMER][POSITIVE] Thank
[AGENT][NEUTRAL] And they can call our billing department if there's an error and get that corrected.
[CUSTOMER][NEUTRAL] There
[CUSTOMER][NEUTRAL] OK, so, um,
[CUSTOMER][NEUTRAL] Through APR right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] And then you guys are not, you're not able to find anything?
[AGENT][NEUTRAL] No, ma'am, unfortunately I'm not able to locate you in our system.
[AGENT][NEUTRAL] For your information.
[CUSTOMER][NEUTRAL] OK. Let me, let me, I'm already.
[AGENT][NEUTRAL] What, what
[AGENT][NEUTRAL] What city are you in in [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I was, the, the, the schools in [PII], but I live in [PII].
[AGENT][NEUTRAL] Yeah, I was just checking any other. I have some [PII] but not for that company.
[AGENT][NEUTRAL] I was just checking every way I could.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, it's, yeah, it was, it's the Lincoln Financial Group.
[CUSTOMER][NEUTRAL] That's, is that who you want to deal with?
[AGENT][NEUTRAL] That's true.
[AGENT][NEUTRAL] Let me try that.
[AGENT][NEUTRAL] Let me check one more thing.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] I'm, I'm just thinking that maybe a different company.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Alright, let me see because I need to uh acknowledge some.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So yeah, I'm in the benefits, huh?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] And it's, it's the hospital indemnity. Yeah, cause I'm, I'm actually the, the district provides the hospital indemnity, but I paid extra for the 1500.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] But yeah, it says provided by Lincoln Financial Group. That's all it says.
[CUSTOMER][NEUTRAL] I don't have
[AGENT][POSITIVE] Yeah, I would definitely.
[CUSTOMER][NEUTRAL] I don't have any other information.
[CUSTOMER][NEUTRAL] Mm
[AGENT][POSITIVE] I would definitely contact your HR department just so that they can assist you.
[CUSTOMER][NEUTRAL] OK, yeah, let me.
[CUSTOMER][NEUTRAL] I'm already, I'm already doing that. Um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] I wish I could help you further.
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][POSITIVE] Yeah, I mean, this is my 2nd birth. The 1st time it was pretty like, like.
[CUSTOMER][NEUTRAL] Straight to the point. Um,
[AGENT][NEUTRAL] Were you with the same insurance for your first birth?
[CUSTOMER][NEUTRAL] But yeah.
[CUSTOMER][NEUTRAL] I, I'm not sure. I know they changed like the FSA, but um.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I think it was still Blue Cross Blue Shield.
[CUSTOMER][NEUTRAL] But I don't know, I think, I don't know.
[CUSTOMER][NEUTRAL] I don't know if it's it.
[CUSTOMER][NEUTRAL] Benefits or the linking, I don't know.
[CUSTOMER][NEUTRAL] Um, but yeah, it just says Vanguard Academy provides hospital indemnity at no cost. You can file a claim after being admitted. Um, you can submit a claim, uh, via mail or fax for additional information, please call the number which was this number that I called.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] And then you need additional documents under the I'm gonna need to click on the following link which I did, but it, it doesn't really provide much.
[AGENT][NEUTRAL] Do you wait when you clicked on that link, did it pull up a claim form or anything?
[CUSTOMER][NEGATIVE] No, it, it takes you to the website and then like I log in, but there's not.
[CUSTOMER][NEUTRAL] Like it just tells me.
[AGENT][NEUTRAL] Is that the school website?
[CUSTOMER][NEUTRAL] No, it's the benefits hub.
[AGENT][NEUTRAL] Uh, hm.
[AGENT][NEUTRAL] Yeah, I was just seeing that there were, if I could.
[AGENT][NEUTRAL] Here any connection to APL.
[AGENT][NEUTRAL] Other than the phone number that they gave you, right? our phone number [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm, yeah, that's the number. I guess let me, let me try calling the Lincoln Financial Group number and see if I can do the claim through there.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And just ask them who your hospital indemnity coverage is through. It, it may just be them. I, I'm not sure. I don't know why they would have our phone number.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] But if you find out anything, Miss [PII], or call us back, OK? And or.
[AGENT][NEUTRAL] I just, I, I looked for you by name, I look for you by social and I went to the group list of coverage.
[AGENT][NEUTRAL] Um,
[AGENT][NEGATIVE] Insured and I just was unable to locate you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] But hopefully, hopefully they're gonna, you know, give you that answer and
[AGENT][NEUTRAL] If it's with us, please tell them to contact us so we can get your information immediately.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So we can help you.
[CUSTOMER][NEUTRAL] Yes, let me, let me.
[CUSTOMER][NEUTRAL] Let, let me figure that out.
[AGENT][POSITIVE] Well, it's been such a pleasure and again, congratulations on your 2nd. That's gonna be fine.
[CUSTOMER][POSITIVE] Yes. Thank you so much. I know.
[AGENT][POSITIVE] You're very welcome. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Likewise, thank you.
[AGENT][POSITIVE] And thank you for calling APL. Take care.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye bye.