AccountId: 011433970860
ContactId: 7763a34b-a5ef-48c5-88d0-4839aa84f46b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 684960 ms
Total Talk Time (AGENT): 347242 ms
Total Talk Time (CUSTOMER): 257681 ms
Interruptions: 4
Overall Sentiment: AGENT=1.5, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/7763a34b-a5ef-48c5-88d0-4839aa84f46b_20250324T20:47_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII]. I've called 2 or 3 times today. I just keep having questions about my claim. Um,
[CUSTOMER][NEUTRAL] Do you need my number or anything?
[AGENT][NEUTRAL] Well, first off, Ms. [PII], you said you have questions regarding a claim. Is that correct?
[CUSTOMER][NEUTRAL] Yes, several clients, I mean.
[CUSTOMER][NEUTRAL] It includes several claims, but um, do you need my policy number?
[AGENT][NEUTRAL] Um, yes, ma'am, I will. But first, Ms. [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and now your policy number, please?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 592141
[AGENT][NEUTRAL] OK, thank you. So give me a moment please to get your information pulled up.
[AGENT][NEUTRAL] OK, Ms. [PII], any information that I do provide for you will be a verification about that and not a guarantee of payment. Um, I will have to verify several things first for security. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And the claim that you have questions about, is it for yourself, Ms. [PII]?
[CUSTOMER][NEUTRAL] No, ma'am, it's for my husband.
[AGENT][NEUTRAL] And his name and date of birth?
[CUSTOMER][NEUTRAL] [PII], his date of birth is [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number we have on file for you is the same as the one you gave me, so that is your best contact number that we should have. Is that also correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right, thank you. And lastly your email address?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK. Thank you, Ms. [PII], for verifying all of your information. So, how can I help you today?
[CUSTOMER][NEUTRAL] Alright, I just thought of one question, but that's not the reason I called on these, uh, the claim form.
[CUSTOMER][NEUTRAL] On the section A it said about the insured.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Would that be me or my husband? The claim is for him, but I, I guess I'm the well, we're both insured.
[AGENT][NEUTRAL] Yes, ma'am. If you're filing a claim for him, then it would be for him. Is this what type of claim?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you?
[CUSTOMER][NEGATIVE] It's can it's cancer.
[AGENT][NEUTRAL] Filing
[AGENT][NEUTRAL] OK, so yes, ma'am, that'll be um that would be pertaining to, yes, ma'am, that is gonna be pertaining to Mr. [PII].
[CUSTOMER][NEUTRAL] Ma'am.
[CUSTOMER][NEUTRAL] OK, OK. All right, my next question is, and that's what I've been doing, putting his name. OK, we traveled to [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, um, I know motel stays are included.
[CUSTOMER][NEUTRAL] Do I have to attach that to the client form, the hotel bill or not?
[AGENT][NEUTRAL] Yes. Yes, ma'am. You will. Yes, ma'am. We'll also have to have those receipts. Uh-huh.
[CUSTOMER][NEUTRAL] OK, I mean, but with that particular claim form, right?
[CUSTOMER][NEUTRAL] I can't just send a stack of the hotel receipts.
[AGENT][POSITIVE] Uh, yes, ma'am. You can include that all.
[AGENT][POSITIVE] No, you will need to include the claim. Yes, ma'am. Yes, ma'am. I'm, I'm sorry about that. It's something with my phone line today, I believe. Um, it's been on and off at times. It's really great, and then at times, it's, it's not today. Um, but yes, ma'am, you'll need to include a claim form along with the receipts.
[CUSTOMER][NEGATIVE] I'm sorry, you're breaking up.
[CUSTOMER][NEUTRAL] So I have to have.
[AGENT][NEUTRAL] You don't have to do a clean.
[CUSTOMER][NEUTRAL] I can't just send
[AGENT][NEUTRAL] You don't have to do a claim form for every single one, but you would need to complete a claim form with the information for who the claim, you know, is being filed for.
[CUSTOMER][NEUTRAL] I can't
[CUSTOMER][NEUTRAL] Right, but the hotel receipt, I can't just send a whole stack of those.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Or can I?
[AGENT][POSITIVE] We, you can send them, but you will, yes ma'am.
[AGENT][NEUTRAL] You can send those. We will have to have copies of the receipts.
[CUSTOMER][POSITIVE] I will what? I'm sorry.
[AGENT][NEUTRAL] You will need to send us the copies of the.
[AGENT][NEUTRAL] C
[AGENT][NEUTRAL] Save.
[CUSTOMER][NEUTRAL] Yeah, I understand that, but do I have to divide them and put them with each treatment day or each trip that we took with the claim form that says um the date that we went, do we have to put the hotel with that or can I just send all the hotels?
[CUSTOMER][NEUTRAL] Things together.
[AGENT][NEUTRAL] Um, it would be better if you can divide them out as far as processing the claim so that it's not overlooked as to what that goes with.
[CUSTOMER][NEUTRAL] I mean it'll be on the um.
[CUSTOMER][NEUTRAL] Plain form.
[CUSTOMER][NEUTRAL] The dates and.
[CUSTOMER][NEUTRAL] The uh lodging it says family member lodging so it'll have the date and I'll have the receipt but.
[AGENT][NEUTRAL] That'll be fine. That
[CUSTOMER][NEUTRAL] I don't know, it's just
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You, you can do it that way.
[CUSTOMER][NEUTRAL] But I would need to.
[CUSTOMER][NEUTRAL] And just send the all the receipts together.
[AGENT][NEUTRAL] Uh, you can do that.
[CUSTOMER][NEUTRAL] I mean of the of the lodge.
[AGENT][POSITIVE] Yes, ma'am, you can do that.
[CUSTOMER][NEUTRAL] The lodging receipt.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] OK, because I'm having a hard time finding the right day with the right, you know.
[AGENT][NEUTRAL] And of
[AGENT][NEUTRAL] Because we will have to be able to match them up though, showing the, to say, because we have to be able to see that he was receiving treatment on the same time that you were
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I don't know why else you'd go down there unless.
[AGENT][NEUTRAL] For that particular receipt.
[CUSTOMER][NEUTRAL] Right, I understand, but.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I don't think you'd go down there without receiving treatment. I mean, who would want to go to MD [PII], OK.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] All right. Oh, this is stressful.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, ma'am. I know there is a lot involved in this. Yes, ma'am. From personal experience, there is a lot involved.
[CUSTOMER][NEUTRAL] I guess that's
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Oh, it's just
[CUSTOMER][NEGATIVE] Stressful.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][MIXED] I don't know that it's worth it, but I will definitely try to do.
[CUSTOMER][NEUTRAL] To do that.
[AGENT][NEUTRAL] And you have the claim form, so the, the best way, Ms. [PII], that I always recommend for people to do is to, you know, kind of use your claim form, that first page as your checklist, you know, when you're.
[AGENT][NEUTRAL] Go
[AGENT][NEUTRAL] Going down through things um to know what we.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEGATIVE] You broke up. You, you broke up. I couldn't hear it.
[AGENT][POSITIVE] Yes I just use, um, I'm sorry.
[AGENT][NEUTRAL] The first page on your claim form, you know, I always recommend to use that as a checklist because it has all the instructions.
[AGENT][POSITIVE] For completing your form and then all of the additional documentation that we will have to have. Um, and that does make it a little easier. It's still a lot to do, but that does help in kind of just checking things off as you have them.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] But if you have any other questions, then yes ma'am, you give us a call and we'll be more than happy to help you and I see that you're set up in the online service center online with APL.
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] Or you can log
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I'm sorry you're breaking up.
[AGENT][NEUTRAL] And now you can submit claims.
[AGENT][NEUTRAL] You can submit claims in the portal. I can see that you're set up in the online service center with APL. Has anyone ever emailed you the user guide that explains, you know, how to upload things?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] OK, if you think that is something you would be interested in doing so that you can see that it was successfully received by us for review I'll be happy to email you that user guide.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Because you've already set up your profile. OK, I mean your profile is already set up in the portal, but this will just in addition to because the user guide it has instructions for how to set it up but you've already done that. So the other stuff would you know be.
[CUSTOMER][NEUTRAL] OK, my daughter might.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] In line with like uploading and you can add in direct deposit information things like that so that if we're able to pay benefits on the claim, you know, they can be electronically deposited.
[CUSTOMER][NEUTRAL] OK, see, I
[AGENT][NEUTRAL] To your account instead of us having to mail you a paper check.
[CUSTOMER][NEUTRAL] Oh, OK, well, if my daughter can do all that I'll do it, um.
[AGENT][POSITIVE] Sure, and it's not required. It's just a convenience and it does give you, you know, inform access to your policy information and stuff online. So, you know, I'll send it to you and then if your daughter, you can get your daughter to help, you know, set that up, um.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] To make that a little bit easier for you to have access to to your information.
[CUSTOMER][POSITIVE] All right well I appreciate it very much.
[AGENT][POSITIVE] Well, yes, ma'am. You're very welcome, Ms. [PII]. So is there anything else I can help you with at the moment?
[CUSTOMER][NEUTRAL] I haven't thought of another question yet, but um.
[AGENT][POSITIVE] Well, if you do, you, you have our number and you just give us a call. We'll be more than happy to help you.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Well, you are certainly very welcome and thank you again for calling APL and I hope you have a very nice evening.
[CUSTOMER][POSITIVE] Thank you.