AccountId: 011433970860
ContactId: 5d12836a-155a-47b5-9b52-f4059ec1a706
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151800 ms
Total Talk Time (AGENT): 48620 ms
Total Talk Time (CUSTOMER): 69940 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/5d12836a-155a-47b5-9b52-f4059ec1a706_20250312T20:44_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, good afternoon. My name is [PII], and I'm calling because I'm on the website trying to print some claim forms.
[CUSTOMER][NEUTRAL] One of which is the hospital indemnity and Everyday Solutions claim form.
[CUSTOMER][NEGATIVE] It has 3 forms on 3 pages and it said to fill out from sections A through F. It only has section A to B and E. I there's no.
[CUSTOMER][NEUTRAL] C through um E.
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] Well, Section F is just uh stating about claim um claim form fraud statement for each state, and then there's the HIPAA form.
[CUSTOMER][NEUTRAL] Mhm. I see that.
[AGENT][NEUTRAL] The last farm, which is part.
[CUSTOMER][NEUTRAL] Which is the E.
[AGENT][NEUTRAL] We need, uh, that needs to be signed and dated.
[CUSTOMER][NEUTRAL] So where is um C through cause I have a C A and B, where is C, D and E?
[AGENT][NEGATIVE] Well, E is the last page. As far as uh C and D, there isn't one.
[CUSTOMER][NEUTRAL] CND. Oh, there's no CND?
[AGENT][NEUTRAL] No, ma'am, it says complete section, uh, statement of insured section A through F, so there's no C or D.
[CUSTOMER][NEUTRAL] Through us. Mhm.
[CUSTOMER][NEUTRAL] OK. And then with this, I have to um submit uh um like a statement from the hospital?
[AGENT][NEUTRAL] Itemized billing, showing diagnosis and procedure codes.
[CUSTOMER][NEUTRAL] Automma insurance diagnosis and procedure code OK.
[CUSTOMER][NEUTRAL] Alright, I just wanted to make sure because I'm only coming up with those 3 pages. I was wondering what happened to the other letters.
[AGENT][NEUTRAL] I understand, but no, ma'am, uh, just that first and last page and then just any itemized billing showing diagnosis and procedure codes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh procedures, OK.
[CUSTOMER][POSITIVE] All right, thank you for that clarity.
[AGENT][POSITIVE] Right, yes, ma'am. Thank you for calling APL. You have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye.