AccountId: 011433970860
ContactId: 3f1ea7c7-2419-47ac-b4c6-552c6a974874
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218360 ms
Total Talk Time (AGENT): 117771 ms
Total Talk Time (CUSTOMER): 87641 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/3f1ea7c7-2419-47ac-b4c6-552c6a974874_20250516T13:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I had, um,
[CUSTOMER][NEUTRAL] I need to make file a claim, I guess I met my deductible and I have my paperwork from the hospital.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just need to know what I need to do now.
[AGENT][NEUTRAL] OK, so claims can be filed 3 different ways. You can do it online. Uh, we have an online service center you can send them in the mail or fax them, whatever is really best for you. Do you have a preference?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Um, I can just mail it to you.
[AGENT][NEUTRAL] OK, um, so first thing you would need is just a claim form. Let me get your policy number. Do you have that?
[CUSTOMER][NEUTRAL] Yeah, uh, let's see.
[CUSTOMER][NEUTRAL] It's 01800583.
[AGENT][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Great. And then if I could just verify your name and date of birth, please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And then lastly, just the uh physical address that we should have on file for you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. OK, so if you'd like I can email you the claim form or you can get it from our website. um, they are located on our website as well.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, I'm just not in a position to um.
[CUSTOMER][NEUTRAL] Do that I have to go up to the office.
[AGENT][NEUTRAL] OK. Um.
[CUSTOMER][NEUTRAL] I don't have a computer or anything. I just have my phone.
[AGENT][NEUTRAL] OK. Do you want me to put, um, I can put a claim form in the mail to you and just send it to your address. Would that be best?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, that's fine. I'm in no, you know, hurry, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. OK. Um, so what I'll do then is, um, mail you out the claim form and because your policy is a secondary, what you're gonna do is fill out the claim form and then you're going to need the explanation of benefits from your primary insurance for the date of service.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, got that.
[AGENT][NEUTRAL] And then you'll, yeah, and then you'll also need an itemized bill with a diagnosis code from your provider.
[CUSTOMER][NEUTRAL] I hope that's what they sent me. I kind of went through this last year when I had my knee replaced, but I told them that I needed all that and they sent me forms, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] We'll try what they got. It's a little bit of a circus last time, but hopefully they got it figured out.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, right, OK. So those are the only things that are needed and when you get the claim form in the mail, um, you'll notice at the very bottom our mailing address is on there where to send it back to.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] OK. Did you have any other questions or concerns?
[CUSTOMER][NEUTRAL] I do not. I appreciate your help.
[AGENT][POSITIVE] Yeah, not a problem, [PII]. If you have anything else, feel free to give us a call, OK?
[CUSTOMER][POSITIVE] All right thank you so much.
[AGENT][POSITIVE] Uh-huh. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.