AccountId: 011433970860
ContactId: 5322a0cd-9376-4b46-b5be-1235139d3292
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 259809 ms
Total Talk Time (AGENT): 139871 ms
Total Talk Time (CUSTOMER): 102610 ms
Interruptions: 2
Overall Sentiment: AGENT=1.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/5322a0cd-9376-4b46-b5be-1235139d3292_20250129T16:47_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Got a couple of questions. Uh, can you send me a claim form or text me or email me one so I can print it?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, that's definitely something I could help you with today.
[CUSTOMER][NEUTRAL] OK, and also it's for I've had a couple of it's uh an indemnity plan.
[CUSTOMER][NEUTRAL] And I've had um a couple of MRI's done and I spent a night in the hospital. What do you need for verification?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh yeah, absolutely.
[AGENT][NEUTRAL] So I would just need your policy number and then to go through that verification process with you if you don't mind.
[CUSTOMER][NEUTRAL] But will you need anything from the hospital? I mean, what would you need for proof?
[CUSTOMER][NEUTRAL] That what will you need from from the hospital?
[AGENT][NEUTRAL] Yeah, once I.
[AGENT][NEUTRAL] From the hospital, typically an itemized bill with your diagnosis codes, um, is what we would need from the hospital.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, let me give you my, you that claim form. Will you email it or text it.
[AGENT][NEUTRAL] I can email it to you, but I do just need to get into your policy, verify your information and go from there if that's OK.
[CUSTOMER][NEUTRAL] OK, that's fine. OK, uh.
[CUSTOMER][NEUTRAL] What do you need? Uh, I've got a policy cer certification number I guess is that what you need?
[AGENT][NEUTRAL] Yes, that would be it, my friend.
[CUSTOMER][NEUTRAL] OK 126.
[CUSTOMER][NEUTRAL] 6024
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you, sir. I really appreciate that. And would you be able to verify your first and last name for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Beautiful. And then that date of birth on file?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you sir and then if you could verify for me please your mailing address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then lastly would be that email address on file please.
[CUSTOMER][NEUTRAL] OK, it's uh [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So, OK, so I have a different one listed, but I can switch it for you. It looks like the one I have might be professional.
[CUSTOMER][NEUTRAL] Yes it's probably the schools.
[AGENT][POSITIVE] Perfect. If you can verify that one with me, I can update it to your Gmail if you'd like.
[CUSTOMER][NEUTRAL] Verify the schools.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Oh it's your personal it looks like it's your name at a school domain name.
[CUSTOMER][NEUTRAL] At yeah at [PII] ISD.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] [PII] and I'm not sure if it's [PII] or
[CUSTOMER][NEUTRAL] What the first name is, but it's [PII] ISC.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Wonderful. Thank
[CUSTOMER][NEUTRAL] I think [PII] I think.
[AGENT][NEUTRAL] Thank you for doing that. So we want it to be your first [PII], your [PII] [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All [PII]. I am gonna go ahead and update that right now, and that is where I'll email your information to.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um, and so.
[AGENT][NEUTRAL] Um, the claim form will have on it if it requires any additional information, um, everything needed to submit the claim will be attached onto that claim form for you to make it easy, um, typically all that's needed is that bill with your procedure codes and diagnosis codes, um.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] Do you have a.
[AGENT][NEUTRAL] Do you have a pen and paper handy? I can include it in the email if not too, um, but there's a, there's a form you can ask for that might make it easier, uh, to get when filling out your claim, and I'll put it in the email that I'm sending you, but it's a UV 04.
[CUSTOMER][NEUTRAL] Excuse me?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, and if I need it I can I can look at it, OK.
[AGENT][POSITIVE] Perfect. My pleasure. And is there anything else I can do for you, my friend?
[CUSTOMER][POSITIVE] Thanks, thank you very much.
[CUSTOMER][POSITIVE] I don't believe so, thank you.
[AGENT][POSITIVE] All right, we'll keep an eye out on that email. It should be coming in the next couple of minutes and then if you need anything else give us a call.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK thanks.
[AGENT][POSITIVE] My pleasure. Take care, [PII].
[CUSTOMER][NEUTRAL] Mhm bye bye.
[AGENT][NEUTRAL] Bye bye.