AccountId: 011433970860
ContactId: 48f960b7-16e3-466a-9e31-3787f2ecc03a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 717010 ms
Total Talk Time (AGENT): 355260 ms
Total Talk Time (CUSTOMER): 95443 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/48f960b7-16e3-466a-9e31-3787f2ecc03a_20250221T18:33_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], how are you doing today?
[AGENT][NEUTRAL] I'm fine, and yourself?
[CUSTOMER][POSITIVE] I'm doing OK.
[AGENT][POSITIVE] Good. Well, how can I help you today?
[CUSTOMER][NEUTRAL] Yes ma'am, I was uh calling in regards of I've got in a car accident on a Monday night.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And the, the driver, she didn't have any insurance, so I wanted to know what can I do to uh.
[CUSTOMER][NEUTRAL] To pay my, my doctor visit bills.
[CUSTOMER][NEUTRAL] And my uh MLMs right?
[AGENT][NEUTRAL] OK, so you are the you have a policy with our company and you're wanting to find out how to file a claim on it, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. Yes, sir. I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], is that correct?
[CUSTOMER][POSITIVE] Yes, [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Thank you. And Mr. [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is your policy number, please, Mr. [PII]?
[CUSTOMER][NEUTRAL] That I do not know.
[AGENT][NEUTRAL] OK, but the OK, so the insurance policy is in your name, is that correct that you have with our company?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, what is your full social security number and I can try and locate it.
[CUSTOMER][NEUTRAL] OK, you ready?
[AGENT][NEUTRAL] Mhm. Yes, sir.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you one moment please.
[AGENT][NEUTRAL] All right, give me just a moment, Mr. [PII] to get your information pulled up.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so any information that I do provide for you today will be a verification of benefits and not a guarantee of payment. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, went to [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one that you provided for me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Alright thank you and lastly your email address please.
[CUSTOMER][POSITIVE] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right, so.
[AGENT][NEUTRAL] OK, so first off, Mr. [PII], have you ever set up your profile in the APL online service center so that you can have access to all of your policy information and ID cards online and also you can submit claims online.
[CUSTOMER][NEUTRAL] Uh, no, ma'am.
[AGENT][NEUTRAL] Alright, so what I'm gonna do is I'm going to email you, uh, when we're done with our call I'm going to email you.
[AGENT][NEUTRAL] That information, the user guide that explains how to set it up and then also the different um things that you can do within the portal so give me just a moment to look at a few things on your policy.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so your let me see.
[AGENT][NEUTRAL] OK, so first off, um, I can also include the claim form, if you would like in the email for this accident policy and the first page of this policy has all of the instructions.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] For completing the form and also the additional documentation that you would need to include.
[AGENT][NEUTRAL] With the claim for our reviews.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you can, as I always say, just use that as a checklist.
[AGENT][NEUTRAL] For what you would need, OK? Um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, because it is, you said this was a motor vehicular accident, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so you will, and this is on that form, but I just, again, because of it being an MBA you will also have to provide the accident report. That is one of the documents that you will need to submit.
[AGENT][NEUTRAL] But again, that is included on the instructions of the claim form.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So give me just a moment to
[AGENT][POSITIVE] Get that for you as well.
[CUSTOMER][NEUTRAL] When you
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] No, no, stop.
[AGENT][POSITIVE] Thank you for your patience, Mr. [PII] while I'm getting this information pulled up for you.
[CUSTOMER][NEUTRAL] We
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so yes sir, the email that I'm sending to you will come from [PII]. I have put APO in the subject line for you and again you're gonna have two attachments on the email. One is the user guide for the portal and the other one is the accident claim form.
[CUSTOMER][NEUTRAL] OK. That's fine.
[AGENT][NEUTRAL] Now let me just give me one moment. I wanna look at just a couple of other things.
[AGENT][NEUTRAL] And were you treated at the hospital? I mean, did you go to the hospital?
[CUSTOMER][NEUTRAL] Yes, Baptist Hospital.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Were you seen in the emergency room, Mr. [PII], or did you have to stay for a few days and
[CUSTOMER][NEUTRAL] I was saying
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] No, seen in the emergency room.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I rode in the ambulance there.
[AGENT][POSITIVE] Well, I'm glad that you're OK. I'm glad that you're OK enough anyway at least to be able to call me today.
[CUSTOMER][POSITIVE] Yes, thank you so much.
[AGENT][POSITIVE] That's a blessing. Yes, sir. You're welcome.
[CUSTOMER][NEUTRAL] Surely is.
[AGENT][NEUTRAL] OK, I was looking to see, OK. Now, you do, you also have your
[AGENT][NEUTRAL] Hospital indemnity plan.
[AGENT][NEUTRAL] In which you could also submit a claim under that because you have an outpatient accident and sickness treatment benefit on that plan for an emergency room visit that's $50 per day with a maximum of 2 days per calendar year.
[AGENT][NEUTRAL] Um, and there's an ambulance benefit.
[AGENT][NEUTRAL] On there for ground it's $100 per day maximum of 1 day per calendar year that we could review.
[AGENT][NEUTRAL] So if you would like, I've already sent you that other email, but I can also send you the um the hospital indemnity claim form.
[AGENT][NEUTRAL] Well, actually I may not have sent that to you yet. Give me just one second.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, I didn't. I didn't actually send yet. OK. Would you like for me to also include that claim form for you?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And again this claim form will also have the instructions on the top section of the first page.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For completing that form and also um the additional, you know, documents that you're gonna need to provide us for that as well.
[CUSTOMER][NEUTRAL] OK then.
[AGENT][NEUTRAL] OK, so now your email is gonna have 3 attachments to it and I'm fixing to send that to you. So do you have any other questions for me at the moment?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] OK, well, you should be receiving this within just the next couple of.
[AGENT][NEUTRAL] A minute or so and again it's coming from [PII] [PII] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK. And if you do have any other questions, please feel free to give us a call and we would be more than happy to uh help you.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Well, you're welcome, Mr. [PII] and again, I'm so glad that you were, that you're OK and it's not, wasn't worse than it was.
[CUSTOMER][POSITIVE] Right. Thank you so much.
[AGENT][POSITIVE] Well, you're welcome and thank you again for calling APL. I hope you have a nice and safe weekend.
[CUSTOMER][POSITIVE] You too, thank you.
[AGENT][POSITIVE] Yes, sir. Thank you too.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye.