AccountId: 011433970860
ContactId: 447341d0-7737-4160-ab5e-3a43c72fe632
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 697690 ms
Total Talk Time (AGENT): 415838 ms
Total Talk Time (CUSTOMER): 225164 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/447341d0-7737-4160-ab5e-3a43c72fe632_20250609T12:11_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you this morning?
[AGENT][NEUTRAL] I'm fine, and yourself?
[CUSTOMER][POSITIVE] I'm doing well, thank you. Um, I have a question for you.
[AGENT][POSITIVE] Well, how can I help you today?
[CUSTOMER][NEUTRAL] I have a, a question for you actually, um.
[CUSTOMER][NEUTRAL] OK, my company had the um the American Public Life is the uh supplemental insurance plan, and they had since changed it, but
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] A year ago I had surgery and I never put in for the hospitalization.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Is it too late to do that or can I do that still?
[AGENT][NEUTRAL] OK, so you're wanting to find out about um filing a claim with APL from last year, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes ma'am, I can help you with that. First I'll need to pull up your policy information to verify some things with you first for security. So who am I speaking with please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] I'm so sorry, [PII]. What was the last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you. And Mrs. [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And do you still have your ID number, your policy number?
[CUSTOMER][NEUTRAL] See, I, I don't, I have paperwork they sent me, but I can't find the policy number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what is your full social and I can look it up that way.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[AGENT][NEUTRAL] And you said this would have been on your hospital policy, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. And as I explained, I will have to set up a, excuse me, I will have to verify several things with you first for security. So if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And also your home mailing address.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. The phone number that is on file for you is the same as the one that you provided for me, so that is still your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you. And lastly your email address and this does appear to be your personal.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] OK, thank you very much.
[AGENT][NEUTRAL] OK, Miss, excuse me, Miss [PII], so yes ma'am, you can still submit a claim to APL for review.
[AGENT][NEUTRAL] This policy, so your, your data service was prior to [PII], is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, uh, yes, yes, it was, it was [PII].
[AGENT][NEUTRAL] OK, alright, so yes ma'am, um, you can still file the claim with APO and if you do not know where to go to get the claim form that you would need in order to.
[AGENT][NEUTRAL] Well, you'll have to submit your claim form I, uh, with the additional documents that are listed in the instruction section. Um, do you know where to find the hospital indemnity claim form?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] No, I'm actually trying to sign on the website and it's not letting me um.
[AGENT][NEUTRAL] Yes ma'am, is because there was an update to the portal and everyone is having to recreate, reset up their profile now because your policy is no longer active. I don't believe you're going to be able to do that, Ms. [PII]. Now you can try to do that, but on the login page, excuse me, you would have to try to create OSC account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Instead of clicking log in.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] But I don't know that you're gonna be able to do that.
[AGENT][POSITIVE] We're kind of still learned this rollout just took place, so we're still learning a little bit as we go along.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's all right.
[AGENT][NEUTRAL] Um, you're, but yes, you're certainly welcome to try it. I just don't know that you will be able to.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Now the paperwork I need, could you email that to me or?
[AGENT][NEUTRAL] Yes, I can, you can actually print the claim form that you need directly from our website. If you go to [PII].
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hold on one moment let me get my now.
[AGENT][NEUTRAL] OK, sure. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So just go to [PII].
[CUSTOMER][NEUTRAL] Oh, ww. I'm sorry, what? Pub?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh-huh, uh-huh.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. [PII]. Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Just let me know when that page pulls up, OK.
[CUSTOMER][NEUTRAL] Yes, OK, and I'm on the main page.
[AGENT][NEUTRAL] Alright, click on claims and forms.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Scroll down about middle ways down the page, you're gonna see a small box that says filter by product and it has a green drop down arrow in it.
[CUSTOMER][NEUTRAL] Alright, let me see.
[CUSTOMER][NEUTRAL] Filter
[CUSTOMER][NEUTRAL] Yes, both of my product, yes.
[AGENT][NEUTRAL] OK, so just click on the arrow and it should give you a list of different products. You're looking for the hospital indemnity, just click on the word.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, now on your screen, there should be 2 different hospital indemnity options. The second one says hospital indemnity claim form.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And out to the right you should see a blue button that says download form. If you will click on that it should open up the claim form for you.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And then and then that gives you the instructions at the top for the additional documentation that you will need to also uh provide us along with the claim form. Now if you'll notice at the very bottom.
[AGENT][NEUTRAL] Of that first page, there is a PO box that's for our mailing, and there's a claim number, I mean a fax number, not a claim number, a fax number, and that is our secured fax line.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] 00 in the.
[CUSTOMER][NEUTRAL] OK, once let me see the very first page, do do do. I'm scrolling down statement of insured.
[AGENT][NEGATIVE] Very bottom
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEGATIVE] Very bottom of the page.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, I see where the number is. OK, I hold up one second. No, you're right. I know it's gotta be here. I'm just.
[CUSTOMER][NEUTRAL] Oh, the, um.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] 36
[AGENT][POSITIVE] Yes, ma'am, that is correct.
[CUSTOMER][NEUTRAL] Yeah, yeah, [PII].
[AGENT][NEUTRAL] So that is the fax number that you can send it to since you can't sign into your portal because that would be the next quickest way to get it in line for review. I'm gonna also give you your policy number for your hospital indemnity plan.
[CUSTOMER][NEUTRAL] Yeah, 9423.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So just let me know when you're ready and I'll give you that. So it's 0, OK, 02.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] 23.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 8183.
[CUSTOMER][NEUTRAL] 02238183
[AGENT][POSITIVE] Yes ma'am, that is correct.
[CUSTOMER][NEUTRAL] OK. And it is an itemized bill with diagnosis. So is that like, is there like a name like a different
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Um, name I like the you you.
[CUSTOMER][NEUTRAL] The ULB or whatever um.
[AGENT][NEUTRAL] UBO4, UBO4. Yes, ma'am, as long as, and it should have a diagnosis code on there, but that's
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] The UBO4 should, if he's gotten that from the hospital. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. Either that or they itemize the diagnosis.
[AGENT][NEUTRAL] Mhm. Either one of us is gonna have the diagnosis code, yes, ma'am. Uh-huh. So just use that little section at the top as your checklist.
[CUSTOMER][NEUTRAL] On it, OK, and
[CUSTOMER][NEUTRAL] Oh, OK. It's like,
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, and then just uh fax it to that number.
[AGENT][NEUTRAL] Yes, ma'am. Uh-huh, and allow us about 24.
[CUSTOMER][NEUTRAL] OK, now
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] And I'm sorry. So, um, if I send it in it's approved, how will they, will they mail me the check or how, how does that work?
[AGENT][NEUTRAL] Yes, ma'am. Um,
[AGENT][NEUTRAL] Now, your
[AGENT][NEUTRAL] Actually, there is still.
[AGENT][NEUTRAL] Mm one moment, let me look at one thing. We do have direct deposit information online for you, so it still should.
[CUSTOMER][POSITIVE] OK thanks.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Be able to be direct deposited.
[CUSTOMER][NEUTRAL] Oh, OK. And it's the same bank, so.
[AGENT][NEUTRAL] Instead of a paper check, um, mhm. Yes, unless something has changed. But yes, ma'am, it, it still should be direct deposited.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then they will send me emails keeping me updated or?
[AGENT][NEUTRAL] Uh, no, ma'am, not, we don't send emails for updates. So you, once you have everything to us and if you're gonna be faxing it, allow at least 24 hours.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] To have it placed on your profile because it does have to go through a few steps.
[AGENT][NEUTRAL] To put it on your policy and then normal review time is approximately 7 to 10 business days.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh, OK, and then I I guess I can always call to to check the status.
[AGENT][NEUTRAL] You can call, yes, and then we would still mail you an explanation of benefits once the claim has been processed, but yes, ma'am, you, you would be welcome to call. That's just an approximate time frame instead of you, you know, calling every day, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] To check it, so.
[CUSTOMER][POSITIVE] OK, great. All right. Well, thank you so much for, what was your name again? I'm sorry.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] Oh, thank you so much, [PII] for all your help.
[AGENT][POSITIVE] Oh, well, you are certainly very welcome. Is there anything else, Miss um uh [PII] that I could help you with today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] No, I think that's it. Thank you so much and thanks for getting my policy number. Sorry, ju[PII] one more time. [PII].
[AGENT][NEUTRAL] Well, you are certainly very uh-huh.
[CUSTOMER][NEUTRAL] 02238183
[AGENT][POSITIVE] Yes, ma'am, you have. That is correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, great. Well, you have a wonderful day.
[AGENT][POSITIVE] I hope you have a wonderful day as well, and thank you again for calling APL.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] All right, Mr. [PII]. Bye-bye.