AccountId: 011433970860
ContactId: 3c68361a-ae97-465a-9886-38f7be1df113
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 498619 ms
Total Talk Time (AGENT): 147002 ms
Total Talk Time (CUSTOMER): 326660 ms
Interruptions: 5
Overall Sentiment: AGENT=0.9, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/3c68361a-ae97-465a-9886-38f7be1df113_20250221T17:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. I need to make a claim, uh, uh, for a, for a hospital stay and other bills that were on there like uh, it was, and I had talked to someone about 3 weeks ago and they said, even if it was back in [PII], I was in a hospital and I was very sick during that time, I can still go back and make that claim.
[CUSTOMER][NEGATIVE] And uh what I'm calling about, uh, the pages the hospital sent me, they sent me itemized bills uh during that time, I was, I had two stem cell transplants during [PII]. And I stayed in the hospital one time during the [PII], another time during [PII]. And there's several pages long. 11 of them.
[CUSTOMER][NEGATIVE] It's like, one set is like 17 pages front and back, and the other set is like 23 pages front and back because I had stem cell transplants, that was a hospital stay. I had uh blood transfusions, uh platelets.
[CUSTOMER][NEUTRAL] Um, something to do with my platelets then. I had several tests like MRI's and, and things like that. Is there, oh, I usually fax in my claims, but these, these are so long. Is there any way, would it be possible that I would be able to forward those that email to you, to y'all and y'all can look at uh everything I have.
[AGENT][NEUTRAL] Can I get your name?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Ms. [PII], do you happen to have your policy number?
[CUSTOMER][POSITIVE] Uh yes, ma'am. Let me get that out for you.
[CUSTOMER][NEUTRAL] It is um 123-9457.
[AGENT][NEUTRAL] OK, just one second.
[AGENT][NEUTRAL] Ms. [PII], what's your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, let's see.
[AGENT][NEUTRAL] Can you please verify your mailing address and your email address?
[CUSTOMER][NEUTRAL] Yes ma'am. My mailing address is [PII]. My email is [PII].
[AGENT][POSITIVE] Thank you and there's a good callback number it's the [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am. That's me.
[AGENT][NEUTRAL] OK, yes ma'am, thank you, um, and you're um just wanting to know if you could email that information to us.
[CUSTOMER][NEUTRAL] Yes, ma'am. What happened in [PII], I had, I think I had tried to mail the stem cell where I had the stem cells and the hospital stay and it got lost in the mail during that time or something. And I forgot all about it. And then I called and she said, yeah, you can go and they had requested it, but I never did send it in. You can go and send that in if you can get your hands on the information. And I have the itemized bill from the hospital.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am, I apologize but we don't accept um claims by email because our email is not secure and we just do not want to take that chance.
[CUSTOMER][NEUTRAL] OK. Well, what can I?
[AGENT][NEUTRAL] Um, we do, you can, you can mail it, you can fax it, and we do also have an online service center now, um, where you can submit your claims online.
[CUSTOMER][NEUTRAL] Can I mail it to you?
[CUSTOMER][NEUTRAL] Uh, how would I do that? I'd have to.
[AGENT][NEUTRAL] Um, yes, ma'am, which I can, I could give you the, um, our, the address, the, um.
[CUSTOMER][NEUTRAL] I don't understand, do I?
[AGENT][NEUTRAL] The web address and you would just go on there and register and then you could download um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Download the files.
[CUSTOMER][NEUTRAL] Oh, OK. All right. Could you give me that address?
[AGENT][POSITIVE] Yes ma'am, it's [PII].
[CUSTOMER][NEUTRAL] SEC, wait a minute, SEC.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Go ahead. [PII]
[AGENT][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So first I need to probably save those that they sent me in my computer and then I go on the [PII] and send it to you, right?
[AGENT][NEUTRAL] Right, yes, ma'am.
[CUSTOMER][NEUTRAL] Now, they did not put the physical address on this, but they put UAM billing office [PII], but where I stayed in the hospital was [PII] in [PII].
[CUSTOMER][NEUTRAL] So do I need to make a note of that when I send it in my email?
[AGENT][NEUTRAL] Yes, ma'am. I would, I would, um, I, I would also put the physical address on there. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, it won't be on every paper, but when I send it in the email to them, [PII].
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right, [PII].
[CUSTOMER][NEUTRAL] OK, do I need to call them or I just send it to [PII]? Do I need to fill out a claim form and send that to?
[AGENT][NEUTRAL] You can get a claim form on our we we can't you do get you can get a claim form on our web on that website and you would just fill one of those out and send it with it, yes ma'am.
[CUSTOMER][NEUTRAL] Also,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. All right. All right. And also, I'm probably gonna go in, I see there's a place where you can
[CUSTOMER][POSITIVE] Set up where you can have it automatically deposited into your checking account instead of them sending a check to me. I'm gonna try to go in there and get that done too.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, yes ma'am.
[CUSTOMER][NEGATIVE] Cause I'm gonna be out of town for about 3 weeks and I don't want the check coming to my house.
[AGENT][NEGATIVE] Oh wow, yeah, you definitely don't know, you definitely don't want any checks going to, to the address then, yes, ma'am.
[CUSTOMER][POSITIVE] OK. Well, well, thank you for your help. I'll get the physical address of the hospital and I'll make sure um I'll put that on there.
[CUSTOMER][NEUTRAL] In that email that I'm sending or I'm I'm putting the, you know, reference to the.
[AGENT][NEUTRAL] Yeah, we just need it on one page just, just so we can have that physical address, yes ma'am.
[CUSTOMER][NEUTRAL] Just one
[CUSTOMER][POSITIVE] OK. All right. Yes, ma'am. OK. Thank you so much for your help. OK. Bye-bye.
[AGENT][POSITIVE] You're so very welcome, Ms. [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, no, ma'am. If there's anything else, I mean, there's a lot for somebody to go over. It's a lot of stuff they were doing to me in the hospital. Not only the stem cells and extended hospital stay, but I was having blood transfusions, I was having um platelets for for resis, whatever that is, lot of stuff with platelets and, and, uh, echo test and uh stuff, just lots of stuff like that.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Bless your heart. Oh my goodness.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, yes, ma'am. Yes ma'am. I'll just get it to us and we'll, we'll just go over it and see, see what we can do.
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][POSITIVE] OK. Thank you so much. Goodbye.
[AGENT][POSITIVE] You're so welcome, Ms. [PII]. Thank you for calling APO. You have a wonderful day.
[CUSTOMER][NEUTRAL] You too, bye bye.
[AGENT][NEUTRAL] Bye