AccountId: 011433970860
ContactId: 3ec15f8a-e9f1-4ba7-8cb4-bf9e2dd477a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 287100 ms
Total Talk Time (AGENT): 102893 ms
Total Talk Time (CUSTOMER): 153785 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/3ec15f8a-e9f1-4ba7-8cb4-bf9e2dd477a7_20250618T18:15_UTC.wav
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[AGENT][NEUTRAL] APL. How can I help you?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII], and I called, um, about a week ago and asked someone to email me my, uh, the, the claim forms.
[CUSTOMER][NEGATIVE] And I never got them.
[AGENT][NEUTRAL] Sorry to hear that, [PII]. What kind of claim forms did you need? Do you know?
[CUSTOMER][NEUTRAL] Yes, of course, uh, hospital. There's two forms that go with the hospital when you have to submit the UVO4, right?
[AGENT][NEUTRAL] Mhm. So you have a, you have a limited benefit plan with us or do you have a secondary, do you know?
[CUSTOMER][NEUTRAL] Um, it's, uh,
[CUSTOMER][NEUTRAL] Well, it's $1000 if you go in the hospital and $100 every day thereafter.
[AGENT][NEUTRAL] OK. Do you by chance have access to your policy number? I can pull it up.
[CUSTOMER][NEUTRAL] Yeah, I do. I do. OK, let's see.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] 022
[CUSTOMER][NEUTRAL] 90812.
[AGENT][POSITIVE] Alright, thank you so much, ma'am.
[CUSTOMER][NEUTRAL] Group number 18691.
[AGENT][NEUTRAL] And then just for security, I will need to verify date of birth and address.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And the email on here is a [PII] account. That's still a valid email for you?
[CUSTOMER][NEUTRAL] Oh no, I'd like you to send this to my work account.
[AGENT][NEUTRAL] Yes, ma'am. What's that email?
[CUSTOMER][NEUTRAL] That's what I, it, it's.
[CUSTOMER][NEUTRAL] [PII]. That's [PII].
[CUSTOMER][NEUTRAL] Could you repeat it back to me?
[AGENT][NEUTRAL] Absolutely. So I have [PII] and that is [PII].
[CUSTOMER][POSITIVE] Perfect, perfect.
[AGENT][POSITIVE] OK. So stay with me here.
[CUSTOMER][NEUTRAL] So there's only 2 forms, right? There's only 2 forms?
[AGENT][NEUTRAL] Yeah, I'm, I'm
[AGENT][POSITIVE] Yeah, I'm gonna send it to you right now while we're on the phone.
[CUSTOMER][NEUTRAL] OK, I'm home but that's OK. I can get it tomorrow in my email.
[CUSTOMER][NEUTRAL] So once, once he is, um, what I need is the UBO4, right?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And anything else?
[AGENT][NEUTRAL] And then just the claim form with it. I don't think it requires anything else. I'm gonna double check here. OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I don't see that the it says anything else on there that it's requesting, so yeah, just make sure it's signed dated, all of that, of course, as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm, mhm. Um, he was in the regular hospital and then he said, he, they sent him to a rehab hospital. And you cover that, right?
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I know there's one only $1000 remittance. I know that.
[AGENT][NEUTRAL] Right, right, yeah, absolutely. So yeah, it's.
[CUSTOMER][POSITIVE] But you could take it from either one, right? Because the rehabilitation hospital is much more efficient than Cleveland Clinic.
[AGENT][POSITIVE] Yeah, yeah, no, absolutely. As long as it's, yeah, considered, it, it would still be a covered benefit.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Anything else
[CUSTOMER][NEUTRAL] Yeah, he's been in there
[CUSTOMER][POSITIVE] No, that's perfect. Thank you so much for answering. I appreciate it and from the time I I from the time I submit the claim I can fax it, right?
[AGENT][POSITIVE] You're my, my pleasure.
[AGENT][NEUTRAL] Mhm. Absolutely, yeah.
[CUSTOMER][NEUTRAL] OK, when I fax the claim to you with the UBO4, about how long does it take to process?
[AGENT][NEUTRAL] We generally ask for about 5 to 7 business days to process out the claim.
[CUSTOMER][NEUTRAL] OK, OK, I will try to get that done as soon as I can and we're kind of moving and I'm trying to get all this other stuff taken care of so it comes to this address and we don't get into.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Right. OK, yeah, for sure.
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][POSITIVE] All right, thank you very much. I appreciate it.
[AGENT][POSITIVE] My pleasure. Have a blessed day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] OK