AccountId: 011433970860
ContactId: 6dc71e9a-f96a-4fa3-9804-53d2d78de295
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 371399 ms
Total Talk Time (AGENT): 185341 ms
Total Talk Time (CUSTOMER): 132465 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/6dc71e9a-f96a-4fa3-9804-53d2d78de295_20250225T16:12_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, ma'am. I was wanting, um, some help in filing a claim.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you. Do you happen to have your policy number available?
[CUSTOMER][NEUTRAL] it was
[CUSTOMER][NEUTRAL] I do, um, I just had it, um, it is.
[CUSTOMER][NEUTRAL] I don't know which one but 2291911.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] 229191.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Is, is there any other numbers with that number, 229191?
[CUSTOMER][NEUTRAL] 11.
[AGENT][NEUTRAL] And what is your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And do you mind verifying your date of birth and current mailing address?
[CUSTOMER][NEUTRAL] 4663 mailing address [PII].
[AGENT][NEUTRAL] And it's important.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you. And what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It's the [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] All right, thank you. And what type of claim are you wanting to file? Is it for wellness or a cancer claim or critical illness claim?
[CUSTOMER][NEUTRAL] Um, it's for like hearing.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] For hearing, total loss of hearing.
[AGENT][NEUTRAL] OK. So what we are going to need in order to file a claim, there is a critical illness wellness, I mean, I'm sorry, critical illness claim form.
[AGENT][NEUTRAL] On our website, I do see that y'all have an active portal account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you can complete that claim form for critical illness.
[AGENT][NEUTRAL] There is also.
[CUSTOMER][NEUTRAL] The important
[AGENT][NEUTRAL] Instructions listed on page one of that claim form.
[CUSTOMER][NEUTRAL] H1 like that OK.
[AGENT][NEUTRAL] And it'll advise what's needed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And um,
[CUSTOMER][NEUTRAL] So one time.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] I'm sorry, so once I log on to that, um, go to page one and then it'll walk me through what documentations I would need.
[AGENT][NEUTRAL] That's right. So there is on page one, it says, you know, to, you're gonna complete the statement of the insured, that's section A through F.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then um.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] There is a
[AGENT][NEUTRAL] You can provide medical records and the completing attend there's a physician statement.
[AGENT][NEUTRAL] For the first time diagnosis.
[CUSTOMER][NEUTRAL] OK, so I would have to go to the um to my doctor and get like statements or something like that or could I?
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, let's see. You said it's statements, right?
[AGENT][NEUTRAL] There is an attending physician statement for him to, for the doctor to complete.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] OK, so he would have to sign something into to that effect, OK.
[AGENT][POSITIVE] That's right.
[AGENT][NEUTRAL] That's right. And then um we'll need the medical records with that diagnosis.
[CUSTOMER][NEUTRAL] All the medical records?
[AGENT][NEUTRAL] Just indicating the diagnosis for the hearing loss.
[CUSTOMER][NEUTRAL] Oh, OK, OK, OK, OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Alright, and that's it, but I just do the wellness claim form.
[AGENT][NEUTRAL] It's gonna be the critical illness claim form. Now, when, if you, yes, ma'am. Now, you do have a wellness benefit as well for screening and if you ever want to file for your screening benefit, then you would use the cancer wellness claim form.
[CUSTOMER][NEUTRAL] I mean critical.
[CUSTOMER][NEUTRAL] OK, I'm, I'm, I'm, I'm.
[AGENT][NEUTRAL] But for your hearing loss.
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] OK, so, OK, I'm kinda confused. OK, say it again, so the one that I'm filing for the hearing for is critical, um.
[CUSTOMER][NEUTRAL] Critical care.
[AGENT][NEUTRAL] Critical illness claim form.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Critical illness claim form, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and for the wellness, just say if I wanted the wellness, I would do the one for the wellness claim.
[AGENT][NEUTRAL] That's right. There's a wellness claim form.
[CUSTOMER][NEUTRAL] Which is the mammogram and stuff like that, yeah.
[AGENT][POSITIVE] That's, that's right, yes ma'am, and that can all be submitted online.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you can, you know, email your physician.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] The part that he would need to complete if you can get to the office they should take it by email and then they can get that back to our office. There's a fax number for them to send it back to us or they can email it to you and then you can upload it on your policy.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right then.
[CUSTOMER][NEUTRAL] Alright, um, what I wanted to find out.
[AGENT][POSITIVE] Well, Ms. [PII], it has been a pleasure to assist you and along the way, if you have any further questions or concerns or need further assistance, don't hesitate to give us a call, OK?
[CUSTOMER][POSITIVE] OK, I sure will. Thank you so much.
[AGENT][POSITIVE] It's been my pleasure to assist you and thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] OK, you too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mm