AccountId: 011433970860
ContactId: 38bd84ca-1998-4a85-b77c-cb104d836e94
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 335640 ms
Total Talk Time (AGENT): 146144 ms
Total Talk Time (CUSTOMER): 168455 ms
Interruptions: 4
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/38bd84ca-1998-4a85-b77c-cb104d836e94_20250106T22:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII]. I have an intensive care policy with y'all and I recently had to have a triple bypass surgery. So I was in intensive care for several days. So what do I need to do to file a claim?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with the claim. Uh, first, can you give me your callback number just in case uh the call is disconnected.
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your policy number?
[CUSTOMER][NEGATIVE] Oh, I don't have that with me right now.
[AGENT][NEUTRAL] OK, I can look.
[CUSTOMER][NEUTRAL] Uh, I found it on, yeah, if you'll look it up, I found it when I, I went ahead and did an online login thing a couple weeks ago.
[AGENT][NEUTRAL] OK. Um, I can look it up with your Social Security number if you can give that to me, it'll pull it in for us.
[CUSTOMER][NEUTRAL] So it's in.
[CUSTOMER][NEUTRAL] OK, sure. [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you. Let me pull that in real quick.
[AGENT][NEUTRAL] OK Miss [PII], uh, for security reasons can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] My, I'm sorry, my what?
[AGENT][NEUTRAL] Your date of birth?
[CUSTOMER][NEUTRAL] Oh, date of birth, uh [PII].
[AGENT][NEUTRAL] Thank you and then I'm also going to need your address, phone number and email address that we have on file for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the phone number should be [PII].
[AGENT][NEUTRAL] OK, and then one last verification, your email address, please?
[CUSTOMER][NEUTRAL] OK, [PII], that's [PII].
[AGENT][NEUTRAL] OK, thank you. I appreciate you verifying your policy for me. So in order to file a claim, you'll need to go to our website at [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you um you did say that you were on the online service center too, is that correct?
[CUSTOMER][NEUTRAL] Yes, I went in and registered for that several weeks ago.
[AGENT][NEUTRAL] OK, well, actually since
[CUSTOMER][NEGATIVE] But I couldn't file a time.
[CUSTOMER][NEGATIVE] I couldn't find a place to, to, to start a file to file a claim or to get a a form.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK. So on our website at [PII].
[AGENT][NEUTRAL] Once you get on there you're gonna click at the top on claims and forms.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And when you do, you'll scroll down on the first page and you'll see the critical illness claim form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you'll need to fill out that critical illness claim form and you'll need to send in your um explanation of benefits if you have one from your primary insurance, and you'll also need your itemized statement with the diagnosis codes and procedure codes from your physician.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, I'll have to go to the hospital and get that. OK. Mm.
[AGENT][NEUTRAL] Yes ma'am, and you'll send that information in with your claim form.
[AGENT][NEUTRAL] And you could do it through the online service center just download the form and then you can upload it in the online service center.
[CUSTOMER][POSITIVE] OK, all right, I think I can get all this information. All right, thank you.
[AGENT][POSITIVE] OK. You're so welcome. You, yes.
[CUSTOMER][NEUTRAL] Yeah, it's
[CUSTOMER][POSITIVE] It's probably gonna be a, a trip to the, to something. We'll see what we can do. I, when I can find to say, let me tell you, I was in there for 9 days, so there's all kinds of paperwork. Yeah. Uh yeah, I went through it, and looked through everything and I was like, OK, this is interesting to read.
[AGENT][NEUTRAL] Oh my.
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am.
[AGENT][POSITIVE] Oh wow. OK.
[CUSTOMER][NEUTRAL] All right. I
[CUSTOMER][POSITIVE] Yeah. Well, thank you so much. I appreciate your help.
[AGENT][POSITIVE] Well, I'm glad you're OK and
[AGENT][POSITIVE] You're welcome. I'm glad you're OK and you're no longer in there and you're, you're out and free now.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes, in fact, I was, I got freed by my surgeon to drive last Thursday. So I was like, oh my, I can, I can go take care of the world now. So, yeah. But then, yeah, I was, I was like, it was a shock cause I thought, oh I went in with a few symptoms that my mother had and I, and I was shocked when they said I needed bypass surgery. So.
[AGENT][NEUTRAL] Yes, ma'am, go conquer it.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Oh wow, wow, yeah.
[CUSTOMER][POSITIVE] OK, I figured to and I'll be home in a couple of hours. No, mm mm. I was there quite a while, so, and it's been a quite recovery. So, but yeah, I have to thinking, hey, I took out this ICU policy a long time ago. I need to see about filing on it. OK, I'll get this started and see if I can get all that information. OK, thank you so much and you have a good day.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah, yeah, yeah.
[AGENT][NEUTRAL] You too, Ms. [PII]