AccountId: 011433970860
ContactId: 3c30f74c-7901-44a8-85c6-235006af5ca6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 283399 ms
Total Talk Time (AGENT): 186038 ms
Total Talk Time (CUSTOMER): 78687 ms
Interruptions: 2
Overall Sentiment: AGENT=1.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/3c30f74c-7901-44a8-85c6-235006af5ca6_20250121T22:26_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yes, um, I was calling, um, I needed to see if, uh, they have filed a claim for my daughter. Uh, she has, um, surgery on the [PII].
[AGENT][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] Or Decemer house party.
[AGENT][NEUTRAL] All right. So we're looking at um information on filing a claim for your daughter's upcoming surgery.
[CUSTOMER][NEUTRAL] No, she had surgery on the [PII], sorry.
[AGENT][NEUTRAL] Of December. No, that's OK, um, for her past surgery. OK, yeah, let's take a look at that. Do you have um the policy number handy, ma'am?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I don't.
[AGENT][NEUTRAL] OK, no worries. Um, I can search with your Social Security if you'd like me to.
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And.
[AGENT][NEUTRAL] Your first and last name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Give me 1 2nd.
[AGENT][NEUTRAL] All right. And Ms. [PII], would you be able to verify for me your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Do you just need to verify some additional information if you could verify for me your
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mailing?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Wonderful and then lastly it's just gonna be that email address on file.
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][POSITIVE] Perfect. And all right, so.
[AGENT][NEUTRAL] Um, have you, I guess the first place to start is, have you used our online service center already, um, to.
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] Filed claims yeah? OK. So that's gonna be the best way to go about submitting your claim. Um, you can just upload all your documents from your computer, fill out your claim form on the computer and just send it in. Um, you got an instant confirmation number that we received it, and then you can uh check on your claim in real time instead of waiting for documents to come in the mail, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So what I'm gonna do is to that email address you verified the [PII]. I'm gonna send you a guide just on how to enroll and then I'm gonna send you a copy of our hospital indemnity plan claim form. Um, that claim form, um, makes, I mean, it makes it pretty easy because it tells you just in a nice, uh, clear list what you need um to get so you'll need like your itemized bill with your diagnosis code, um, your.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and then you just fill out the form. So really, you're just gonna be sending your medical bills, uh, that has your procedure codes.
[CUSTOMER][POSITIVE] The I OK the item I think OK.
[AGENT][POSITIVE] Yep and then just make sure it has your diagnosis code on it perfect and then you just fill out that claim form, send it all in and any benefits payable, they'll they'll pay out to you. You can choose on that um on that web portal too if you'd like to just have benefits direct deposited into your account instead of waiting on a paper check.
[CUSTOMER][NEUTRAL] Yep I have both of those.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that'll work.
[AGENT][NEUTRAL] Um, and so I'll get that email coming up to you, yeah.
[CUSTOMER][NEUTRAL] Yeah, I wasn't sure. OK. Yeah, that's much easier because the girl had given me the email address and I can't find or not the email just the um address to send them in and I was just like, I couldn't find it anywhere. I was like, oh, I'm gonna have to call and get it again.
[AGENT][POSITIVE] No, no, yeah, we'll make it so quick and easy for you, um, is the goal. So we'll get that right out to you um and then just send it all in online that way you don't even have to like call us and make sure it got here, you know what I mean? You'll just have that confirmation number.
[CUSTOMER][POSITIVE] So this is a lot easier. I could just.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. That is coming your way. Um, the subject line is gonna read um you cannot talk. I'm so sorry. It's gonna read APL, OSC guide, and the claim form. So it'll be kind of long, but you can just search for APL if you need to, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] It's OK
[CUSTOMER][POSITIVE] OK, all right, thank you so much.
[AGENT][POSITIVE] Hey, it's my pleasure and thank you so much for giving us a call. If you need anything else, just reach out to us and we'll take care of you, OK?
[CUSTOMER][POSITIVE] Yes, ma'am. Have a great day.
[AGENT][POSITIVE] You too take care.
[CUSTOMER][NEUTRAL] Uh huh bye bye.
[AGENT][NEUTRAL] Bye bye.