AccountId: 011433970860
ContactId: 722c45c8-d654-4e82-a9a5-40b13898eca7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 625039 ms
Total Talk Time (AGENT): 144637 ms
Total Talk Time (CUSTOMER): 158383 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/722c45c8-d654-4e82-a9a5-40b13898eca7_20250306T16:12_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII]. I got a letter in the mail and I'm hoping we've got this fixed. Can you look at some information for me, please?
[AGENT][NEUTRAL] Yeah, sure. May I have a callback number just in case we get disconnected, followed by the policy number?
[CUSTOMER][NEUTRAL] Certainly [PII] and policy number 017.
[CUSTOMER][NEUTRAL] 682-49
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] OK. And may I have your date of birth, mailing address and email address for verification?
[CUSTOMER][NEUTRAL] Yes ma'am. My name is, uh, my name, date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Address is [PII].
[CUSTOMER][NEUTRAL] What else?
[AGENT][NEUTRAL] Email address on file.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] We have your work email.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] We have your work email.
[CUSTOMER][NEUTRAL] My what email?
[AGENT][NEUTRAL] Your work email.
[CUSTOMER][NEUTRAL] 00, the, the [PII]. or whatever. I don't get emails there.
[AGENT][NEUTRAL] OK. Do you need me to change that?
[CUSTOMER][NEGATIVE] I can't get into that one.
[CUSTOMER][NEUTRAL] Yeah, please.
[AGENT][POSITIVE] OK. So let me have the one you want here one more time.
[CUSTOMER][NEUTRAL] All right. I'll spell it first, and then I'll tell you again. It is [PII] and then [PII] lowercase.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK. Thank you.
[CUSTOMER][NEGATIVE] Yeah, my school email is ridiculous. You can't get into it. Haven't been for years.
[AGENT][POSITIVE] Yes, OK, no problem.
[AGENT][NEUTRAL] OK. All right. And how may I assist you with this policy?
[CUSTOMER][NEUTRAL] OK. So, um, I received a letter. I spoke with a lady named [PII] or [PII].
[AGENT][NEUTRAL] Oh [PII], mhm.
[CUSTOMER][NEGATIVE] And, and I had gotten a letter back saying, because I'm expecting the 1500 plus the 5 days that I was in the hospital.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I got instead a letter saying that you needed the diagnosis code or diagnosis whatever.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, to send, to send that money to me and I called my doctor and she was supposed to have faxed it to you. Um, can you let me know if you've received that, please?
[AGENT][NEUTRAL] OK, I do see something on the [PII], and let me pull those documents and see what it is, OK? Um, do you mind holding for me while I pull the documents?
[CUSTOMER][POSITIVE] I don't mind at all.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me. OK, Miss [PII], yes, we did receive that fax um from Morgan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, yes, oh, OK, and so, um, is that what you needed?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, it has to be reviewed by an examiner by the claim specialist. It looks like it's gonna go to Roxy. So once she reviews, she will know if she has everything she needs. Um, it looks like it does have some information of what we were asking for, but, um, yeah, the examiner is the one that makes that decision.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so once, once it goes through her, how long does it take to get that check out? I mean, that's kind of a big thing right now.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK, so whenever we receive additional information for a claim, it goes back to the line for process. So it is 7 to 10 business days for us to process the claim.
[CUSTOMER][NEUTRAL] OK, and then once that's processed, um, the check will come out.
[AGENT][NEUTRAL] Then we send out the check, mhm correct.
[CUSTOMER][NEUTRAL] OK, you, if you look at that, um, can you tell me how much the check will be, please?
[AGENT][NEUTRAL] And we cannot release that information because it's not been processed, so we don't know how much it's gonna be for. Mhm.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I was in the hospital for 5 days and I'm not sure. I'm thinking that they pay 35 a day.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] I can give you the daily benefit amount. OK, let me go ahead and pull that up. OK, and this is not a guarantee of payment, just a verification of coverage. The daily hospital confinement benefits is $30 per day.
[CUSTOMER][NEUTRAL] Oh yeah, please.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] 30 a day. OK. And now is that um paid after the 1st 24 hours?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Yes, it's every 24 hours.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, so what about the 1st 24 hours I was in there? Will it be paid for that?
[AGENT][NEUTRAL] It's, it's gonna be every 24 hours. So you will count every 24 hours is a daily hospital confinement.
[AGENT][NEUTRAL] So if he was put in there at [PII] on [PII] on the next day, that's 24 hours. So that's one day and then the next day.
[CUSTOMER][NEUTRAL] OK, so I did.
[AGENT][NEUTRAL] It's just gonna be like that. OK.
[CUSTOMER][POSITIVE] OK, OK, I just wasn't sure how that works, so, all right, my darling, thank you so much for taking my call. I appreciate it.
[AGENT][NEUTRAL] OK. Mhm.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] No ma'am have a great day.
[AGENT][POSITIVE] You too. Thank you for calling ATM.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.