AccountId: 011433970860
ContactId: 7c3a19c7-0e1d-4b2c-abaa-40221eaf6cd3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 326040 ms
Total Talk Time (AGENT): 185596 ms
Total Talk Time (CUSTOMER): 166043 ms
Interruptions: 5
Overall Sentiment: AGENT=1.3, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/7c3a19c7-0e1d-4b2c-abaa-40221eaf6cd3_20250312T15:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hey, Ms. [PII], it's [PII]. How are you today?
[AGENT][POSITIVE] I'm good.
[CUSTOMER][POSITIVE] Wonderful. So I've been in the hospital since last week, and I know I have a payment.
[CUSTOMER][NEUTRAL] Coming out like mid month this month, is there anything that you need from me?
[AGENT][NEUTRAL] OK, let's see. First, give me your phone number. Give me your phone number just in case we get disconnect.
[CUSTOMER][NEUTRAL] For this month's payment.
[CUSTOMER][NEUTRAL] 7
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] All right, you have your policy number?
[CUSTOMER][NEUTRAL] I don't. I have my social.
[AGENT][NEUTRAL] OK, we can look, OK, we can look it up. OK. Give me one second.
[AGENT][NEUTRAL] All right, give me the social.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] And you're calling in reference to your disability, verify your mailing address for me.
[CUSTOMER][NEUTRAL] Correct. [PII].
[AGENT][NEUTRAL] OK. And what is your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Alright, thank you for that information.
[CUSTOMER][POSITIVE] You're so welcome.
[AGENT][NEUTRAL] All right. Now, the last time we paid you was on [PII] and I believe we paid you up to.
[AGENT][NEUTRAL] 228 and we need just your portion of the insured statement, your two pages of the insured statement for benefits to be paid for March.
[AGENT][NEUTRAL] And let me see how long the doctor had you out from, uh, yeah, so, OK, yeah. So you need to send in your portion of the claim form, the insurer's statement, just your portion.
[CUSTOMER][NEUTRAL] Till July.
[CUSTOMER][NEUTRAL] OK, um, can I just resend what I said?
[AGENT][NEUTRAL] And you should have got
[AGENT][NEUTRAL] No, no, you have to, you have to fill out a new insured statement. You're pushing the claim form with a new date. Yes, that's what we need.
[CUSTOMER][NEUTRAL] Can
[CUSTOMER][NEUTRAL] Can you email that to me so I can fill it out from the hospital and send it back in?
[AGENT][NEUTRAL] Yes, ma'am. Now you cannot email it back to the adjuster. You can either, uh.
[AGENT][NEUTRAL] Upload where you can't upload it we got a uh care team uh email address that you can send it to and I have it on there on that email where you can email it to.
[CUSTOMER][POSITIVE] Oh thank you, because I'll try to do it from the hospital bed as long as it's a PDF file that I'm allowed to upload where when I pull it up I can actually just type into the.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, sections.
[AGENT][NEUTRAL] OK, and if not, maybe you have to get someone to fax it for you, uh, you know, because I mean you, you have your you have a computer there with you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm at the hospital. No, I just have my phone.
[AGENT][NEUTRAL] OK, OK, now I know you can't upload it on the phone. You can upload a a claim on your phone, so yeah, but I will email you the claim form. Yeah, yeah, yeah, yeah, I.
[CUSTOMER][NEUTRAL] Oh boy.
[CUSTOMER][NEUTRAL] OK. I may have to send it to my husband and let him print it out at work, and I can fill it out, snap a picture of it and send it via email to that email address you send me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, you could, you, however, you can get it, but that's what we need. Uh, uh, yeah, that, that kind. Oh, that's all right.
[CUSTOMER][NEGATIVE] Yeah. I'm so sorry, cause I've been in here since last week and I've been very sick. When I came in last week, I was critical. I needed two bags of blood. I needed platelets, and they just can't get my platelets up even with the transfusion. Platelets die really fast, and mine are just not making, they're not they're not reproducing. For whatever reason, so I've just been very sick.
[AGENT][POSITIVE] Oh, I'm sorry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. I, I pray that you get, I pray that you get better. What I do, Mr. uh [PII], what I do, Ms. [PII], since I'm speaking with you and I, and thank [PII] you're still living, and I know that you, you know, when you're out, I would go ahead and I'm gonna pay you for this month without having that updated your portion of the claim form.
[CUSTOMER][POSITIVE] I appreciate that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You are so sweet and then what I'll do is I will fill that form out and I will mail it in and then that can be for the next month or.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][POSITIVE] That's, that's correct.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK, or I can print it out, fill it out, send it, then you'll just get it for this month, then I can, I'll have them printed out twice that way I'll have it and I can go ahead and get next month's in.
[AGENT][NEUTRAL] Yeah, you, you
[AGENT][NEUTRAL] OK, well what I can do is, yeah, I won't send you, I won't send you anything this time. I will just pay you when it's time to pay you for March, and you will get a new claim form in the mail, uh, when I pay you and then you can complete it and send it in whenever you want to for April, OK? OK, so I'll put in a note that you're welcome and I hope you feel better and I hope you get better, OK?
[CUSTOMER][NEUTRAL] At the same time.
[CUSTOMER][POSITIVE] That's perfect.
[CUSTOMER][POSITIVE] That's perfect. I appreciate it.
[CUSTOMER][POSITIVE] Well, thank you so much. I had surgery yesterday. I have no idea what I'm getting out of here. So, your prayers are greatly appreciated.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] OK. All right. Thank you, Ms. [PII]. Anything else I can help you with today?
[CUSTOMER][POSITIVE] No, you've been most kind. Thank you so much, Ms. [PII].
[AGENT][POSITIVE] You're welcome. You have any other questions, just give us a call back, OK? All right. Bye-bye. Bye bye.
[CUSTOMER][POSITIVE] You take care.
[CUSTOMER][POSITIVE] OK, thank you. Bye bye.