AccountId: 011433970860
ContactId: 5f4ef065-08a4-43ea-93b2-f144b5041c2f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 516369 ms
Total Talk Time (AGENT): 197847 ms
Total Talk Time (CUSTOMER): 239436 ms
Interruptions: 4
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/5f4ef065-08a4-43ea-93b2-f144b5041c2f_20250217T17:42_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], yes, um, this is [PII]. I was calling because I had a hospital indemnity policy through um APL in [PII]. My company switched as of [PII], but I tried to submit a claim from [PII] and it got denied because it said my policy is closed or is canceled, but it was my policy was active on the date of the claim.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] Um, so I'm just trying to figure out how to get that fixed.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, alright, [PII], um, can you please give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yes, yes. It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And I have the reference number and policy number if you need all that.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK. Can you give me the um policy number first?
[CUSTOMER][NEUTRAL] Yes. 016.
[CUSTOMER][NEUTRAL] 15449
[AGENT][NEUTRAL] OK, let me pull in that policy real quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're very welcome. OK, Ms. [PII], can you uh verify your date of birth for me?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you and then what is your address, phone number and email address that we had on the policy for you?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] OK, well, that's actually a good point because I also need the address updated because we moved and the mail got forwarded but it said notify sender of new address so I'll give you the old address because that's what you have and then I don't know if you're able to update to the new one for me but um so the old one is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, and then your email address please, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, it's [PII], my first and last name, [PII].
[AGENT][NEUTRAL] OK, thank you and is the phone number that you gave me to call you back on uh in case we get disconnected, is that your cell phone?
[CUSTOMER][NEUTRAL] It is, yes, and I just realized I don't know if you already have a different email address on file. You could have my work email address on file but.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] I do have the Gmail um email address.
[CUSTOMER][POSITIVE] Oh perfect. OK, great. OK, great.
[AGENT][NEUTRAL] Yes, ma'am. OK, so I am going to look at this real quick so we can get your.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, that is corrected.
[CUSTOMER][NEUTRAL] Yeah, there were actually 2 claims.
[AGENT][NEUTRAL] What is your uh address? Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, there were 2 friends.
[CUSTOMER][NEUTRAL] 00, sorry, yeah, yeah, um, my new address?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII], 2 [PII].
[AGENT][NEUTRAL] And that's [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No, [PII].
[AGENT][NEUTRAL] Oh, here it is, OK.
[CUSTOMER][NEUTRAL] Yeah, [PII] Yeah, [PII].
[AGENT][NEUTRAL] It involves
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and then it's [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me first get this updated for you real quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, I've got that address updated for you and you said you have two claims that you have sent in that you wanted to check on because they were um OK hold on it's making me put a note in real quick.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, so one, basically it was for the birth of my daughter, so one of the claims was for me and the other one was for her.
[AGENT][NEUTRAL] OK, let's look real quick um.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, what is the claim numbers?
[CUSTOMER][NEUTRAL] OK, so the claim number on mine was 355.
[CUSTOMER][NEUTRAL] 593 7.
[AGENT][NEUTRAL] OK, let's look at that one first.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK and then what was the date of service uh for the day that you.
[AGENT][NEUTRAL] Had your child
[CUSTOMER][NEUTRAL] Uh, the date of service, so she was born on, um, [PII], but we checked in.
[CUSTOMER][NEUTRAL] On the [PII], so I was there overnight. She was born like at [PII], so, so probably my claim would start on the [PII], [PII], and then.
[AGENT][NEUTRAL] Of what
[AGENT][NEUTRAL] 0, [PII]. OK, so this claim number that you gave me, I see where the problem is. The claim number that you gave me is your group accident policy.
[CUSTOMER][NEUTRAL] Yeah, then hers was, yeah.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] And that policy ended on [PII].
[CUSTOMER][NEUTRAL] Oh that's weird. Why did they put it through to that one? I don't, OK, well, that's weird because that's what my, that's the group number that my company gave me, so that's really weird.
[AGENT][NEUTRAL] Yeah, that was your group accident policy. Let me give you your hospital indemnity policy number.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 244.
[CUSTOMER][NEGATIVE] That's so weird.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 244-2604.
[CUSTOMER][NEUTRAL] OK, and do you know, so 2442604. OK, so do you know if there's a way for me to send in the claim information besides faxing it because I'm assuming I have to redo it all.
[AGENT][NEUTRAL] Yes, you'll have to resubmit the claim on the correct policy number. Uh, we can fax you can fax it in, you can mail it in if you wanted to mail it in, um, normally we have the online service center, but since your policy is lapsed you, you can't use the online service center which is like so helpful, but um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEGATIVE] I know. Well, and it was annoying because I went on [PII] to like submit everything and then it was like, oh, the policy just ended but like I missed it by a day to be able to do it online. I was so annoyed. Um, I know. I was like dang it, um, OK, so basically I'll just have to fill out new ones. I can't remember where I got that form from then if I couldn't get into the portal like I have any I don't know where I put the.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] I'll give you the um the website so you can get your hospital entity claim form.
[CUSTOMER][NEUTRAL] Mm, oh yeah.
[CUSTOMER][POSITIVE] Oh great thank you.
[AGENT][NEUTRAL] It's um [PII].
[CUSTOMER][NEUTRAL] Oh, OK, yeah, that's on here too, OK.
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][POSITIVE] OK awesome.
[CUSTOMER][NEUTRAL] OK, well, I'm glad to know that that was an easy reason I know why it was not working. OK, so if I'm on here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Where do I find oh claim and claim form?
[AGENT][NEUTRAL] Yes, you're gonna click on.
[CUSTOMER][NEUTRAL] And then when I just
[AGENT][NEUTRAL] Yes, after you click on that, you'll scroll through until you find the hospital indemnity claim form and then you can download it.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][POSITIVE] Got it. OK. Great.
[AGENT][NEUTRAL] Right from there.
[CUSTOMER][POSITIVE] OK great thank you so much I appreciate it.
[AGENT][POSITIVE] You're so very welcome.
[AGENT][NEUTRAL] Anything else I can help you with, Miss [PII]?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Um, no, you've been very helpful. I appreciate it.
[AGENT][POSITIVE] OK, well, you have a good rest of your week and thanks for calling APL.
[CUSTOMER][POSITIVE] Awesome, yes, thank you.
[AGENT][POSITIVE] You're welcome bye bye.
[CUSTOMER][NEUTRAL] Mm bye.