AccountId: 011433970860
ContactId: 6def15dd-d5cb-428e-9ca2-402f8d9a23ff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 237360 ms
Total Talk Time (AGENT): 91374 ms
Total Talk Time (CUSTOMER): 118161 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/6def15dd-d5cb-428e-9ca2-402f8d9a23ff_20250428T14:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I've had a policy with um APL for quite some time now, me and my husband, and then.
[CUSTOMER][NEUTRAL] He passed away about 5 months ago and um.
[CUSTOMER][NEUTRAL] Anyway, I can I need to load one last claim on him for hospice care.
[CUSTOMER][NEUTRAL] And because it's showing lapsed because he's deceased, I don't know how to proceed with this claim. Can you help me?
[AGENT][NEUTRAL] Sure, yes, um, I'm so sorry you said your name was [PII]?
[CUSTOMER][NEUTRAL] [PII], do you want my um policy number?
[AGENT][POSITIVE] Go there, OK, sorry about that.
[AGENT][NEUTRAL] Uh, yes, please.
[CUSTOMER][NEUTRAL] 736958
[AGENT][POSITIVE] OK, and then go, can I also get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Thank you. [PII].
[AGENT][NEUTRAL] OK thank you um so are you trying to uh upload the claim uh through our portal is that right? And it's not letting you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, I can do that but I would have to do it under my name. It asked for the patient, um, and I can't pull him up because he's not insured anymore and I get that, but this was for November of last year when he passed away.
[AGENT][NEUTRAL] Oh, I see. OK, give me just a moment. Yes, OK.
[CUSTOMER][NEUTRAL] He was insured, yeah.
[CUSTOMER][NEGATIVE] You know it just takes them forever. I called and asked if I could get copies of the claim and I finally had to wait for the Medicare to do their thing, I guess so I got, I got Medicare statement.
[CUSTOMER][NEUTRAL] So I was going to send the charges that they've broke down on there.
[AGENT][NEUTRAL] Got you. OK, alright, I'm just gonna verify some information really quick, [PII]. Can I get your date of birth, please?
[CUSTOMER][NEUTRAL] Most certainly [PII].
[AGENT][NEUTRAL] Thank you. And then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Perfect, uh, last thing I need is the email address we've got on file for you. uh, looks like it might be through your employer.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying all of that.
[CUSTOMER][NEUTRAL] Or do you have an email ACU? OK, I have two emails one's old and one's new, OK.
[AGENT][POSITIVE] Oh, this is the one that I've got, yes.
[AGENT][NEUTRAL] Got you, is this the right one?
[CUSTOMER][NEUTRAL] It is.
[AGENT][NEUTRAL] OK awesome alright thank you so much for verifying all of that. OK, so if it's not going to allow you to do it through our website um we've also got uh of course a mailing address for claims and then uh do you have access to a fax machine? Do you have a fax number as well?
[CUSTOMER][NEGATIVE] No, uh, well, our fax doesn't work good from here. I know that sounds terrible, so where can I mail this to?
[AGENT][NEUTRAL] Oh, I see.
[AGENT][NEUTRAL] Sure, let me know when you're ready I'll give you that mailing address.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, that is [PII], OK, [PII].
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Any attention?
[AGENT][NEUTRAL] I it can either be APL or claims department.
[CUSTOMER][POSITIVE] Alrighty, I'll put just a little note with here so they'll know.
[AGENT][NEUTRAL] Sure, was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] What this is.
[CUSTOMER][POSITIVE] No, that's it thank you so much appreciate it bye bye.
[AGENT][POSITIVE] Alright, yeah thanks for giving us a call have a great rest of your day.