AccountId: 011433970860
ContactId: 621f5570-4191-4830-a4cf-08bc454c4dc1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 694289 ms
Total Talk Time (AGENT): 343553 ms
Total Talk Time (CUSTOMER): 245389 ms
Interruptions: 5
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/621f5570-4191-4830-a4cf-08bc454c4dc1_20250422T14:54_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] Yeah this is uh [PII], and I, I just wanted to find out um I know there was a lot of paperwork going around because I was in the hospital and then I got in a car accident. I just wanna make sure that everything was submitted to you guys that I needed to submit.
[AGENT][NEUTRAL] How can I help you?
[AGENT][NEUTRAL] I can search you and so you are wanting to check to see if we have received some claims for you, is that correct?
[CUSTOMER][NEUTRAL] That makes sense?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, I can help you with that. And what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And do you have your policy number?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Hold on one second here.
[CUSTOMER][NEUTRAL] I was trying to get the door.
[AGENT][NEUTRAL] Sure. OK.
[CUSTOMER][NEUTRAL] I just had it but then I went to the mailbox and there was a bunch of mail in there.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, it is.
[CUSTOMER][NEUTRAL] Policy 02447935.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Thank you, [PII]. Give me just a couple of months to.
[AGENT][NEUTRAL] Get your policy information pulled up first off, then I apply several things with you for security and also any information, Mr. [PII], that I provide for you, Mr. [PII], I will need to verify, excuse me, let me start this over. First off, I'll have to verify some information with you for security, and then any information that I do provide would be a verification of benefits and not a guarantee of payment.
[CUSTOMER][POSITIVE] OK, no worries.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] So first off, if you could please verify your date of birth for me.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK and your home mailing address please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you the phone number that we have for you is also the same as the one you gave me so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you and
[AGENT][NEUTRAL] Lastly, your email address, please?
[CUSTOMER][NEUTRAL] What was that?
[CUSTOMER][NEUTRAL] Yes, it's [PII]
[AGENT][NEUTRAL] Your email address?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying all of your information.
[AGENT][NEUTRAL] OK, so I do see that you are also set up, Mr. [PII], on the online service center where you can log in and you can actually see what we have on file for you. Um, the the only claim that we have on file for you is for that we received back in November.
[CUSTOMER][NEGATIVE] It was for what? because you keep on cutting out for some reason.
[AGENT][NEUTRAL] Of [PII] and that was for.
[AGENT][NEUTRAL] Yes, sir, I don't know why that's happening. I
[AGENT][NEUTRAL] At
[AGENT][NEUTRAL] I don't know why that's happening. I'm so sorry. Um, the only I have on file for you was received back in November.
[AGENT][NEUTRAL] And that one had already been processed. That was for dates of service. Yes, sir, for dates of service in [PII] and [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] That was
[AGENT][NEUTRAL] All on one claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, no, I, the [PII].
[CUSTOMER][NEUTRAL] That would have been when I had my stents put in.
[CUSTOMER][NEUTRAL] Um, and then I was in the hospital. I got put back in the hospital on [PII].
[CUSTOMER][NEUTRAL] And I didn't get out of the hospital until [PII].
[CUSTOMER][NEUTRAL] And I had to have an open heart bypass surgery done.
[AGENT][NEUTRAL] OK, so no, sir, we have not, no, sir, we do not have anything for you for [PII] or [PII].
[CUSTOMER][NEUTRAL] You don't have those.
[CUSTOMER][NEUTRAL] That's weird because I thought I sent everything into you guys. OK, that's why I was wondering because I hadn't seen that I received anything from you. Um, and then as far as, so that's the hospital indemnity side of it, right?
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] That is correct. Yes, sir. Mhm.
[CUSTOMER][NEUTRAL] The time
[CUSTOMER][NEUTRAL] OK, and then do I also have the accident coverage on my policy?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] No, sir. This is for.
[CUSTOMER][NEUTRAL] Or is it just the.
[AGENT][NEUTRAL] Yes, so the only two policies that you have with APL is a group cancer and then your hospital indemnity.
[CUSTOMER][NEUTRAL] OK. OK, so I'll have to worry about the accident one cause I had one month, one day after my surgery.
[AGENT][POSITIVE] Oh, my goodness.
[CUSTOMER][NEUTRAL] Um, I was driving home and a lady pulled out in front of me and she went through a stop sign.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] So I was in, I was in the hospital for that. um.
[AGENT][POSITIVE] Oh my goodness.
[CUSTOMER][NEUTRAL] But that was only, that was only for one day and they didn't even admit me they just basically wanted to get me checked out so since I had just had the open heart surgery part of it.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um, so how, what do I need to do to get the claim submitted?
[AGENT][POSITIVE] Absolutely. Yes, sir. Sure.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so, um, you can access the, you can access the internet, correct? Because I can give you the information of where to get your claim form and that claim form has all of the instructions, Mr. [PII]hmond, so just use it for a checklist on page one, just use that as your checklist for what you need to get to for submission along with this claim form.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you would go to [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So that was [PII]?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, sir. [PII], so [PII].
[CUSTOMER][NEGATIVE] Uh, you cut out on me again.
[CUSTOMER][NEUTRAL] Yeah, yeah, I got the [PII] and then AM.
[AGENT][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Got it. OK, I do have that.
[AGENT][NEUTRAL] All right, so when
[AGENT][NEUTRAL] When that page comes up, you're gonna see a tab of the claims and forms.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You would click on that, just click that link.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Then you're gonna scroll down the page.
[AGENT][NEUTRAL] And about middle ways down, you're gonna see a little box that says filter by product.
[AGENT][NEUTRAL] And it has a green drop-down arrow in that box.
[AGENT][NEUTRAL] Click on the green arrow and it will give you a list of the different forms and you're looking for the word hospital indemnity.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] And then you would just click on the word hospital indemnity and then you should then see um the claim form with a blue button.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Out to the right that says download form.
[AGENT][NEUTRAL] If you just click on the download form button, that claim form should open up.
[AGENT][NEUTRAL] And again, the top part of
[AGENT][NEUTRAL] Page 1 has 4 bullet points of of what you need to include.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Once you have all of that together, Mr. [PII], you can save it to your computer, scan it in and save it to your computer and then you can log into your portal and you can upload it directly into your portal.
[CUSTOMER][NEUTRAL] OK, um, and you say I do have a.
[AGENT][NEUTRAL] Now, if you've not done that.
[CUSTOMER][NEUTRAL] That's what I was just gonna ask you because I don't know, I don't remember how I submitted the the other forms to you guys if I set something up or not. I have to get on the computer.
[AGENT][NEUTRAL] Uh-huh, you do have.
[AGENT][NEGATIVE] It doesn't appear that you did that.
[AGENT][POSITIVE] Yeah, now I can provide you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, the
[AGENT][NEUTRAL] User name that you
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] created. If you don't remember your password though, you have to reset that. But your username is all lowercase.
[AGENT][NEUTRAL] And it's [PII].
[AGENT][NEUTRAL] 799.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Now I will be happy to email you that user guide for our portal. It it gives you the instructions on how to set it up, but it also gives you information on uploading documents.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So if you would like for me to send that to you, I can, and I'll just go ahead and include that claim form as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome, thank you. Appreciate that.
[AGENT][POSITIVE] Absolutely, you're welcome. So the email that you will receive from me in just a couple of moments, it will come from [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then I will also put in your subject line APL so that that's easy for you to recognize.
[CUSTOMER][POSITIVE] OK, cool.
[AGENT][NEUTRAL] OK. Well, is there anything else at the moment, Mr. [PII]? Yes, sir, I can help you with?
[CUSTOMER][POSITIVE] Got it, appreciate it.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] That is it appreciate it.
[AGENT][POSITIVE] Well, you're very welcome. So if that is all I can help you much for calling APL.
[CUSTOMER][POSITIVE] I'll get online and I'll get that started.
[AGENT][NEUTRAL] OK, and if you have any que.
[CUSTOMER][POSITIVE] Uh, yeah, that's it. Thank you.
[AGENT][NEUTRAL] Questions you can call us otherwise.
[AGENT][POSITIVE] I hope you have
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.