AccountId: 011433970860
ContactId: 5bd2cf92-4668-4466-91c0-45e3efbcde8a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 766320 ms
Total Talk Time (AGENT): 407556 ms
Total Talk Time (CUSTOMER): 402304 ms
Interruptions: 14
Overall Sentiment: AGENT=1.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/5bd2cf92-4668-4466-91c0-45e3efbcde8a_20250428T15:22_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]. Um, I have filed twice. Well, once I didn't file it myself. I gave it to somebody else, and that may be why I never heard again from you. Um, I, in June, it's almost a year now, [PII], I had a hip replacement. Do you need my policy number?
[AGENT][NEUTRAL] Uh, first off, I need your name and a good callback number, please.
[CUSTOMER][NEUTRAL] OK, [PII]
[AGENT][NEUTRAL] OK. And Ms. [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you and now your policy number please.
[CUSTOMER][NEUTRAL] No, but
[CUSTOMER][NEUTRAL] OK, 13321.
[AGENT][NEUTRAL] OK, that's a group number. There's another number that's gonna be, do you have an ID card?
[CUSTOMER][NEUTRAL] Gonna be yeah.
[CUSTOMER][NEGATIVE] Uh, not with me, no.
[CUSTOMER][NEUTRAL] I don't think so.
[AGENT][NEUTRAL] OK, is this policy in your name?
[CUSTOMER][NEUTRAL] Um, I can give you, yes, it is. I can give you my social security number if you need that.
[AGENT][NEUTRAL] OK. Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] And if you could give me the.
[CUSTOMER][NEUTRAL] And if you could give me the real policy number.
[AGENT][POSITIVE] OK. Yes, ma'am. I'll be happy to do that in just a moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I will need to verify several things with you first for security and any information especially that I do provide for you would 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] Mm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have for you is the same as the one you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Correct, that's the only number I have now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you. And lastly, your email address, please.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, thank you so much for verify.
[CUSTOMER][NEUTRAL] It used to be 210. 0, I wanted to make sure you didn't have the 210 number because that's no long, you know, no longer used.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yes, ma'am. No, we have that one that you just gave to me. OK, so this is on your hospital indemnity plan, is that correct?
[CUSTOMER][POSITIVE] OK, good.
[CUSTOMER][POSITIVE] Mhm, correct.
[AGENT][NEUTRAL] OK, so we don't have any claims on file for you at all on this policy.
[CUSTOMER][NEUTRAL] Yeah, that's
[CUSTOMER][NEUTRAL] Yeah, that's what I found out and um I did put mail a claim into the [PII] address.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um, and I didn't know if maybe I sent the wrong paperwork because I had so many papers, I filled out only the everyday solutions claim form, the one paper.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Is that the only thing I was supposed to fill out?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And plus I have, have the hospital the hospital uh.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Forms
[CUSTOMER][NEUTRAL] With that.
[AGENT][NEUTRAL] OK, now, so first off there should have been more than just one page on your claim form. Now I'll be happy to email you the claim form if you would like.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] That you would need to complete and it does have the instructions on it too, Ms. [PII], for the other forms that you would need to also include.
[CUSTOMER][NEUTRAL] OK, yes.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, yeah, I, I.
[AGENT][NEUTRAL] At the top section on the claim form.
[CUSTOMER][NEUTRAL] Yeah, it, it said the um itemized hospital services that with their.
[CUSTOMER][NEUTRAL] Code numbers?
[AGENT][NEUTRAL] Right. That is one, that is one of the things, yes, ma'am. Uh-huh, that we will have to have.
[CUSTOMER][NEUTRAL] Is that what it was?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But what I'm going to do, has anyone ever discussed you setting up your profile in our portal online? Because you can actually if you have.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] I'm sorry, did you say they have or haven't?
[CUSTOMER][NEGATIVE] No, they have not. They have not. And it's probably because I have trouble with computers.
[AGENT][NEUTRAL] OK, so if you use
[AGENT][POSITIVE] OK, well I have a user guide that I would be happy to include with this claim form that gives you the instructions on how to set up your profile in our portal and it also will give you the instructions for you know you can upload your claims directly into that portal if you have a computer and it gives you that information on how to do that.
[CUSTOMER][NEUTRAL] My
[AGENT][NEUTRAL] Or if you have somebody that maybe can help you since you've not had very much luck with mailing it because we've not received anything from you.
[CUSTOMER][POSITIVE] Oh good.
[AGENT][NEUTRAL] As of now, we, we haven't.
[CUSTOMER][NEUTRAL] Yeah, and I sent it out twice and yeah I've sent it out twice, but I only sent the one form, but I see at the bottom it says uh one of 3, yeah, and I don't have the others. So, um, yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] But the second time I didn't mail it myself, I gave it to somebody who was supposed to have mailed it, so apparently they didn't.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK. Well, unfortunately, I'm sorry about that. Um, I don't know what may have, may have happened and maybe they did and it just
[CUSTOMER][NEUTRAL] Me too.
[AGENT][NEUTRAL] You know, got lost in the mail, that does happen.
[CUSTOMER][NEGATIVE] Well, they're not very responsible sometimes.
[AGENT][NEUTRAL] Yeah, it's, you know, it's highly possible this day and time, but yes, I will send you this email as soon as we get off of the phone, Ms. [PII], and it's going to come from [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I will put APL online service center portal user guide and uh hospital indemnity claim form in your subject line so that you can recognize that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't think it will go to your junk or spam folder, but if you haven't seen it within the next, I would say less, less than about 5 minutes, you may wanna check one of those folders.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Excellent.
[AGENT][NEUTRAL] But I'm going to send it as soon as we get off of the phone.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Excellent.
[CUSTOMER][POSITIVE] OK, I really appreciate your help. Yeah, thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, well, you're starting like very.
[AGENT][POSITIVE] Yes ma'am, well, you're welcome and then when you go to set up your profile, if you have any questions or you need any help with that, just give us a call back and we'll be glad to to assist you in any way that we can.
[CUSTOMER][POSITIVE] Excellent.
[CUSTOMER][POSITIVE] Thank you so much. I really appreciate it.
[AGENT][POSITIVE] Well, you are very welcome. It was my pleasure. So, is there anything else, Ms. [PII], that I could help you with at the moment?
[CUSTOMER][NEUTRAL] No, not unless you know they're winning Florida lotto numbers, but you wouldn't be there if you did.
[AGENT][NEUTRAL] I wish that I did. No, but I would drive to [PII] to buy one if I need that, and I'm not that far, I'm not, I'm personally not that far from [PII]. I'm only about 4 hours, maybe not even quite that far to the [PII], to the [PII] area. So, yes, ma'am. If I, yeah, I'm about 4 hours from there, about 5 hours from Destin. So, if I need to win a lottery ticket, I believe I would have to tell my boss I was gone for the day.
[CUSTOMER][NEGATIVE] Oh, that's not great.
[CUSTOMER][NEUTRAL] [PII], yeah.
[CUSTOMER][POSITIVE] Oh yeah, I'll be back eventually. Or maybe I'll be back eventually, right?
[AGENT][NEUTRAL] Right.
[AGENT][MIXED] Yeah, maybe, maybe not. I love my job, but maybe not if I hit the lottery.
[CUSTOMER][NEUTRAL] Well, I think that's a.
[CUSTOMER][POSITIVE] Yeah, I get to play so.
[CUSTOMER][NEUTRAL] That's it, right? And I never remember the place, so it's like, it's hard to to win that way.
[AGENT][NEGATIVE] Well, I don't have good luck with those types of things, Ms. [PII]. I never have. I don't win.
[CUSTOMER][NEUTRAL] Oh well, well.
[AGENT][NEUTRAL] Stuff like that. I don't win in drawings, at raffles or anything. It's just never been something that I've been blessed to, you know, the Lord said, no, [PII], I don't think so. So, but the idea sure is nice.
[CUSTOMER][NEUTRAL] I don't either.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I asked them one time for $550,000.
[AGENT][POSITIVE] Oh, really? Wow.
[CUSTOMER][NEUTRAL] My husband, well, he was so sick and we went through 200 over $200,000 and, you know, and all kinds of things. And so I said, so we're broke and he he's passed, but, um, I said, I'm gonna ask the [PII] for money. He said, you are? I said, yeah, and big. He said, you are. I said, yeah. So I said, [PII], I need that $550,000. Um.
[AGENT][NEUTRAL] Yeah, sure. Medical.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No
[CUSTOMER][POSITIVE] 10% of course goes directly to your work. Then I'll pay off our bills, uh, pay off our home, pay off our car, put some money in the bank to live on, um, and, um, then
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Whatever is left, I would use to help people who need help like we do, you know. So I, I kept praying about it, and praying about it.
[AGENT][NEUTRAL] Right. OK, sure.
[CUSTOMER][NEGATIVE] And then it was before he went in the hospital for the last time. I said, [PII], I really, really need that $550,000. And immediately through my mind went, you really, really don't. I said, ra, how about 250? He said, you, you're bargaining.
[CUSTOMER][NEUTRAL] So
[AGENT][POSITIVE] Oh my goodness.
[CUSTOMER][NEUTRAL] I think when I open my mouth, he just shakes his head, you know, here she comes again.
[AGENT][NEUTRAL] I feel like he says that about me sometimes. I feel like he says that about me sometimes too, but I know he listens and so that's OK.
[CUSTOMER][POSITIVE] He feels sorry for me though I'm old.
[CUSTOMER][POSITIVE] Oh boy, does he, and he helped me in so many other ways, so.
[AGENT][POSITIVE] Amen. Amen to that, Ms. [PII]. Yes, ma'am. He does. I know that experience too, and I feel so blessed to be able to know that.
[CUSTOMER][NEUTRAL] Like, oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, me too. And what is your name? I'll put you right on my prayer list. I pray all the time.
[AGENT][POSITIVE] Uh, thank you so much. My name is [PII]
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And.
[AGENT][POSITIVE] Yes, ma'am. And I'll do the same for you.
[CUSTOMER][NEUTRAL] OK. OK, so.
[CUSTOMER][POSITIVE] Oh thank you so much [PII] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So I know, uh, like I said, [PII], which [PII] is this? And then I'll know.
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] But you'll be paid for every day.
[AGENT][POSITIVE] Well, thank you. God bless you. Thank you, and you will certainly be added to my prayer list too.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] God bless you too.
[CUSTOMER][MIXED] Thank you. I hate it so bad.
[AGENT][NEUTRAL] We all do, Ms. [PII].
[CUSTOMER][NEUTRAL] Right now I'm going through.
[CUSTOMER][NEUTRAL] Uh, I'm going through a foreclosure right now, and it was, I have a lawyer though because they, it was the, uh, the mortgage company that's been playing with me a long time, so we'll see what happens with that, but it's in the Lord's hands.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Whatever happens, he'll go away, yeah.
[AGENT][NEUTRAL] He always does. We don't always understand, but he always, he always has a reason for everything, so, but yes, ma'am. I'll
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] Yeah. And he's, yeah, he's always been there for me.
[AGENT][POSITIVE] Yeah, and he will continue to be. I, I just know it and I will definitely add you to my prayer list. I actually have already jotted your name down and you are officially added.
[CUSTOMER][NEUTRAL] Yeah. Yeah.
[CUSTOMER][NEUTRAL] Oh, I know.
[CUSTOMER][NEUTRAL] I did too, yeah.
[CUSTOMER][POSITIVE] Thank you so, so much. Appreciate it so much. That's more important to me than the $550,000 that's for sure. The prayers, prayers are so much more important to me. Yeah. Right, I better let you go so I don't get you in trouble.
[AGENT][NEUTRAL] Well, you're welcome, Ms. [PII].
[AGENT][NEUTRAL] Uh, amen.
[AGENT][NEUTRAL] Amen.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Oh, no, ma'am, you're fine. I'm here to help you or anyone else as long as I need to, as long as I'm at work, so no worries. So.
[CUSTOMER][POSITIVE] Uh, thank you.
[CUSTOMER][POSITIVE] Yeah. Great.
[AGENT][POSITIVE] OK. Well, have a blessed day.
[CUSTOMER][POSITIVE] Oh thank you so much and you made it so easy. You too, thank you.
[AGENT][POSITIVE] Oh, well, yes, ma'am. And it was nice speaking with you, Ms. [PII]. Thank you again for calling APL today.
[CUSTOMER][POSITIVE] Thank you. God bless, bye bye.
[AGENT][POSITIVE] Uh, you're welcome.
[AGENT][POSITIVE] God bless. Bye bye.