AccountId: 011433970860
ContactId: 4748e463-463a-4f6f-84d3-36520c5eeae5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 323000 ms
Total Talk Time (AGENT): 159596 ms
Total Talk Time (CUSTOMER): 291526 ms
Interruptions: 27
Overall Sentiment: AGENT=0.2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/4748e463-463a-4f6f-84d3-36520c5eeae5_20250127T16:49_UTC.wav
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[CUSTOMER][POSITIVE] And now, like I said, I, I call him some of my best friends.
[CUSTOMER][NEUTRAL] Uh, yes, ma'am, I have to file a hospital indemnity and a miscellaneous, uh, treatment and services claim. Um, our policy ended on [PII] through my employer, but
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] speaking. How can I help you?
[CUSTOMER][NEGATIVE] My husband was admitted into the hospital on [PII], so I got the claims off of online. I wanted to submit them online, but it's telling me that my password needs to be reset, but I don't use that email and uh mobile anymore.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I'm taking the call.
[CUSTOMER][POSITIVE] OK, I'm so sorry, so sorry.
[AGENT][NEUTRAL] OK, let's start with um can I have your name please?
[CUSTOMER][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] So [PII]. No, no, I think the
[AGENT][NEUTRAL] And what's a good call back number for you, Ms. [PII] in case we get disconnected?
[AGENT][NEUTRAL] Thank you and do you have your policy number handy or you need me to look it up?
[CUSTOMER][NEUTRAL] Policy number was, let me get that for you, ma'am. It was 2458411 I don't know if it's the same for all policies or what.
[AGENT][NEUTRAL] OK, just give me.
[AGENT][NEUTRAL] Um, it'll should have a different policy for each product you have with us. Um, go ahead and, uh, verify your date of birth for me please.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] [PII] [PII].
[AGENT][NEUTRAL] And your mailing address.
[AGENT][NEUTRAL] Thank you and the last piece of verification of the email address.
[AGENT][NEUTRAL] Now it looks like the one on your file was probably your work email.
[CUSTOMER][NEUTRAL] Yes, yes, it was, um, a loan [PII]. Mhm.
[AGENT][NEUTRAL] OK, alright, so now, um, so just um just so I can understand, um, it looks like you, you say you're trying to file that claim on the portal and it's not allowing you access, is that right?
[CUSTOMER][NEUTRAL] We do that pretty rough.
[CUSTOMER][NEUTRAL] Because there's there.
[CUSTOMER][POSITIVE] We can so you can bounce ideas.
[CUSTOMER][NEGATIVE] Right, it, it says I need to reset my password because it expires, but it has my work mobile and my work email, which I do not have anymore is the issue. Let him know my personality and ask me questions that they ask safety people, you know.
[AGENT][NEUTRAL] Ah, OK.
[AGENT][NEUTRAL] Well, normally, um,
[AGENT][NEUTRAL] Let me just see what it's telling me when I put in that code. So normally what will happen is because it's not an active policy, it may not allow you access to the portal.
[CUSTOMER][NEUTRAL] So we we really.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, you can send it to us by mail. I can also provide you a secure fax number and you can fax that claim information.
[CUSTOMER][POSITIVE] Yes, that would be great. I think you know and that's something how do you like to handle in instances? Are you cool with?
[AGENT][NEUTRAL] Sure, OK.
[AGENT][NEUTRAL] So, um, that claims fax is [PII].
[CUSTOMER][POSITIVE] Um, and this is affordable, that's what we will follow up if they put them on my duty we wanna get him back there and to have birthdays if they.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 94
[CUSTOMER][POSITIVE] Now, um, if you could just do me the favor and give me the, um, policy numbers for each policy that I had. Thank you so much, ma'am.
[AGENT][NEUTRAL] 23.
[AGENT][NEUTRAL] Certainly.
[CUSTOMER][NEUTRAL] From December [PII].
[AGENT][NEUTRAL] OK, now you're saying you had an additional policy?
[CUSTOMER][NEUTRAL] I know I had hospital indemnity.
[AGENT][NEUTRAL] OK, let me just double check because I'm showing just the one policy here with that policy number you provided me.
[CUSTOMER][NEUTRAL] we got kind of like uh-huh.
[AGENT][NEUTRAL] And it appears that it is.
[CUSTOMER][NEUTRAL] The employer paid for a for a hospital indemnity, so I know I had a hospital indemnity one for my family. Mhm OK.
[AGENT][NEUTRAL] It is our
[AGENT][NEUTRAL] Yeah, so this policy is actually um it is a supplemental limited benefit medical expense plan.
[AGENT][NEUTRAL] Um, and so what that means is that it is, um, it will work hand in hand with your major medical. Now, did you file the, was the claim filed with your major medical?
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am.
[AGENT][NEUTRAL] OK, alright, so um what you'll do is um just include that primary insurance explanation of benefits with your itemized bill for that stay in the hospital.
[CUSTOMER][NEUTRAL] OK, and the policy number is 2458411.
[AGENT][NEUTRAL] It is, yes.
[CUSTOMER][NEUTRAL] And the form I would use is the hospital indemnity correct?
[AGENT][NEUTRAL] Yes, you would use that every day, uh, it's either a hospital indemnity or everyday solutions claim form.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][POSITIVE] Yeah, mhm, OK, perfect.
[AGENT][NEUTRAL] Uh, yeah, you'll just go ahead and complete that information, that top information would be the insured, which is you, and then the patient information which is your spouse. And then like I said, you, you wanna include that itemized bill from the facility and also that primary insurance explanation of benefits.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Perfect. Alrighty, ma'am. I thank you so much. No, ma'am, thank you.
[AGENT][NEUTRAL] Did you have any other questions Miss [PII]?
[AGENT][POSITIVE] You're welcome thank you so much for calling APL I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] No.