AccountId: 011433970860
ContactId: 34dd8a2d-7f1b-4801-9363-f326e43d1f53
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 407209 ms
Total Talk Time (AGENT): 206948 ms
Total Talk Time (CUSTOMER): 167564 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/34dd8a2d-7f1b-4801-9363-f326e43d1f53_20250107T22:46_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APO. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, uh, my name is [PII], and I'm on the phone here with my wife [PII] and.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And we would like to uh actually uh we need to file a claim.
[CUSTOMER][NEUTRAL] [PII] is the insured.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right. So you need instructions on how to file a claim, Mr. and Mrs. [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yes, I can assist you with that information. Um, may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Um, can I go ahead and give you permission to ask him these questions, um, so if we get disconnected you can actually contact him.
[AGENT][NEUTRAL] I'll have to verify your information, so I have to get into the policy in order to do that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, sorry, but um let me have uh the policy number or the callback number, whichever you would like to give me first.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, the uh callback number will be [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And what's the policy number?
[CUSTOMER][NEUTRAL] 0255
[CUSTOMER][NEUTRAL] 4551
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and um Miss [PII], I just need to verify your date of birth.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] And your email address.
[CUSTOMER][NEUTRAL] Uh, uh, you probably have my school one which is [PII].
[CUSTOMER][NEUTRAL] Actually it's [PII].
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, uh, well, we have um one that is a little bit different than that. Um, I'm not sure if it's an old one.
[CUSTOMER][NEUTRAL] To district.
[CUSTOMER][NEUTRAL] You have
[CUSTOMER][NEUTRAL] That busy
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, that's my home email address and that one's fine too.
[AGENT][NEUTRAL] OK. OK. All right. So, and you're giving me an authorization to speak to Mr. [PII], correct?
[CUSTOMER][NEUTRAL] Absolutely, I, there are a lot of things I understand, but all that insurance stuff is not it.
[AGENT][NEUTRAL] OK, so this is a one time.
[AGENT][NEUTRAL] This is a one time authorization for today. Um, if you want to, uh, send us an authorization to be permanent, there is a form through our website at [PII] that you can sign and send back to us to authorize a third party, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. OK. Well, thank you. And how may I assist you today, Mr. [PII]?
[CUSTOMER][NEUTRAL] Um, OK, so we are, uh, [PII] had a hysterectomy, uh, I guess it was [PII], and so we have a hospital indemnity policy with you guys.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And um we just need to file a claim on that.
[AGENT][NEUTRAL] OK, alright, OK, um let me uh have the mailing address on file.
[CUSTOMER][NEUTRAL] Yeah, the mailing address is [PII].
[CUSTOMER][NEUTRAL] And that's the city of [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, perfect. Thank you. OK, so, um, with this type of policies or products, um, we request two documents to be sent in for the claim. Um, the first one is gonna be a claim form, um, that you can find in our website at [PII] under claims and forms.
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] I actually have that filled out it's, it's in front of me here um so I've got that. I just don't know how to get it to you.
[AGENT][NEUTRAL] And it's.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, perfect.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Well, there are 3 options to submit a claim. Either you can fax it, mail it, or if you have registered online, you can upload it to the account. Um, the fax number and the mailing address is in the bottom of that form on the first page or second page.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, and then the website, the website is, um, if you are in our home page where you got the form, you can click on sign in and, and it's gonna take you to that website where you can register, create an account, and you can upload the document together with the itemized bill.
[CUSTOMER][NEUTRAL] I see that.
[CUSTOMER][NEUTRAL] Maybe you can help me with that part right there because I tried this earlier this morning.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I clicked on new user because [PII] is not, you know, although she's signed in with, um, uh, Hill Insurance, uh, we, I don't think we've ever set anything up with you guys, uh, website.
[AGENT][NEUTRAL] All right, OK.
[AGENT][NEUTRAL] OK. Mhm.
[AGENT][NEUTRAL] Well, it, it looks like she did. She does have an account. So you don't have to create one. Yeah. Mhm.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] 00, really?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, would that, and can I, may I ask, was is her username [PII] email address?
[AGENT][NEUTRAL] Mm, um, no, the user name is never the email. It doesn't take the email so it since she did authorize me to give you the information. I'm just gonna give you the user name. We don't have the password, so if you don't remember if you don't know, you just click on forgot password and it's just gonna send a link to that email, OK? Alright, so the user name is her first and last name all together in lower cases.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][POSITIVE] Yes, exactly.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII]. Mhm.
[CUSTOMER][POSITIVE] Beautiful.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see if that works.
[CUSTOMER][NEUTRAL] All right fantastic so I'll go through the forgot uh or reset password process and we'll just do it online there and then I know that you you probably also require uh documentation from uh the hospital is that right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, correct. What we're gonna need is an itemized bill with the diagnosis codes and procedure codes.
[CUSTOMER][POSITIVE] Got you, got it. Well, we have that too, so that's great. That is all I need to uh get from you. We'll, we'll take it from here.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] OK, that's perfect.
[AGENT][POSITIVE] OK, that's perfect. Well, if, if you have any other questions, any other concerns, just feel free to call us back, OK?
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] OK. You're welcome and thank you for calling APLS sir bye bye. Have a good day.
[CUSTOMER][NEUTRAL] OK, bye bye.
[CUSTOMER][NEUTRAL] Bye bye.