AccountId: 011433970860
ContactId: 802ca6f9-431a-4a33-a0fb-0a02bc624f42
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 943510 ms
Total Talk Time (AGENT): 309954 ms
Total Talk Time (CUSTOMER): 744913 ms
Interruptions: 12
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/802ca6f9-431a-4a33-a0fb-0a02bc624f42_20250618T18:57_UTC.wav
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[CUSTOMER][NEUTRAL] I mean my back so much.
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yes ma'am, give me just a second. OK, my name is [PII]. Um, who am I calling because I have been on the phone for a long time waiting and I don't remember who I called.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] APL American Public Life.
[CUSTOMER][NEUTRAL] Oh, OK, yes, yes, yes, OK, my husband has this for insurance now I went into the hospital on the [PII] of last month and I didn't know about this card and I went into the emer the ER emergen like an ER and then they took me to the hospital.
[CUSTOMER][NEGATIVE] I didn't know what this, uh, what this card covered or anything, so I didn't give it to them when I went to the hospital. So yeah, I just need to know what I need to do about this because they said that they pay $500 a day for being in the hospital and then there's other benefits too, but I need to know how I get this to them.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, um, may I have the callback number just in case we get disconnected and the policy number?
[CUSTOMER][NEUTRAL] Uh-huh 850.
[CUSTOMER][NEUTRAL] Excuse me, give me a minute.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEGATIVE] Oh, that hurts. Uh, when you breathe like that and cough. Uh, [PII]. And my name is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and what's the policy number.
[CUSTOMER][NEGATIVE] And the insured it's not.
[CUSTOMER][NEUTRAL] The card number, the card uh is under [PII]. I'm on it with him, but it is under him, his name, who works for Williams Communication.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what's the policy number if you have it?
[CUSTOMER][NEUTRAL] What'd you say, honey?
[AGENT][NEUTRAL] The policy number?
[CUSTOMER][NEUTRAL] Oh, the policy number, OK, that is 02559304.
[AGENT][NEUTRAL] OK. Thank you, Ms. [PII]. Um, for security, may I have your date of birth and the mailing address on file?
[CUSTOMER][NEUTRAL] Yes, my date of birth is [PII] and the mailing address should be [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. And um have you already given them a copy of the card to the hospital?
[CUSTOMER][NEGATIVE] No, no, I haven't. I guess I'm gonna have to go up there and give them a copy of this card because when I went into the emergency room I was like, uh, I couldn't think or anything. I had my husband drive me to the emergency room and I didn't even think about this. The only thing I gave him was my husband's regular card and my card that's all I did. So and then I talked to somebody after I got out of the hospital.
[AGENT][NEGATIVE] No, no, no.
[AGENT][NEUTRAL] Mm OK.
[CUSTOMER][NEUTRAL] about this card because I really didn't know what gap meant but they told me some things like they pay $500 a day for when you're in the hospital and other things so I need to somehow get this to them so that they will uh put it on the file to you, you know what I mean?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, yeah, um, in order to have them sending the claim to us, all you need to do is call, call the hospital, um, get in touch with the billing department.
[AGENT][NEUTRAL] And go ahead and give the, yeah, the billing department and go ahead and give them the information on the card for them to submit the claim.
[CUSTOMER][NEUTRAL] Billing department.
[CUSTOMER][NEUTRAL] OK, alright, alright, and now can you tell me a couple other things, honey, because I'm still new to this, this, I've never used this before. What all does this cover? Now I know it covers the $500 for it each day you're in the hospital. I get that one, but what else does it cover, honey? Can you maybe go over some of the benefits with me?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Uh, it really depends. Uh, are you asking benefits for the in-hospital stay or are you asking, um, outpatient benefits? Those are two.
[CUSTOMER][NEUTRAL] Yeah, no, that would be, yeah, no, no, no, no, it'd be in the hospital because I was in there for 7 days.
[AGENT][NEUTRAL] OK. If you are asking for the in-hospital benefits, anything that happened during that stay is gonna be against that inpatient benefit.
[CUSTOMER][NEUTRAL] Oh, OK, OK, alright, so I just need to get this to them so what I'm gonna do is I'm just gonna go up to the hospital and I'll go to the billing department and should I also give this to the um the emer the ER that I went to, should I also give it to them?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] OK, alright, so I'll do that. I'll just go out and do that tomorrow. It's too late this afternoon to do it, but tomorrow I'll go out and I'll give them each this.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, yes. Yeah, that will.
[CUSTOMER][NEUTRAL] To file the claims, OK, alright.
[AGENT][NEUTRAL] To file the claim, yeah, that is correct. Mhm.
[CUSTOMER][NEGATIVE] Yeah, OK, alright, I just needed to know what I need to do with it, you know, I'm not gonna email it I'm not gonna do well I don't do computers and I'm not gonna send it through the mail because I'll just go up there and talk to somebody in the billing department and then I will do that. I'll actually call the hospital to see do they have the billing department there that I can talk to them.
[AGENT][NEUTRAL] Understood.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh. Mm.
[CUSTOMER][NEUTRAL] You know that I can talk to them and show them this card and they can get a copy of it because I don't wanna give them my card you know so OK so that's good alright so that's good alright alright I just I just wanted to know you know I mean I've already talked to somebody but it was the day I got out of the hospital and I don't remember exactly what they told me.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, I understand.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And I didn't know this, this went to the hospital, so that's why when I was in there, I didn't give it to them. And I was in too much pain to worry about the bills, you know, and now I'm home and I'm feeling a little better. I'm getting better. So now I'm focusing on that. I know I should have done it the day I was there probably, but I was in too much pain to even think about that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm mm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, it's fine. It's OK, yeah.
[CUSTOMER][NEUTRAL] They took my gallbladder.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][POSITIVE] And some stones on honey hopefully you'll never have to have your gallbladder taken out or you'll never well I can't say much about the stones because the stone stones part was easy. I wasn't even in pain when they were done with that, but when they took out my gallbladder, oh my God I'm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] I was in so much pain. I still have a little bit every once in a while where my stitches are they don't do stitches anymore. They put uh some kind of gauze or something on it, you know, and um I just have to keep an eye on it to make sure that the redness around it doesn't get any wider or have any streaks coming out of it. So I have to keep an eye on that. And I still have to sleep with a pillow on my stomach on that side because if I roll over, that's not good.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] It
[AGENT][NEGATIVE] Mm yeah, no.
[CUSTOMER][NEUTRAL] Yes, I hope that you never have to have that, honey. I do hope that you never have to have that.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] You, I already did.
[AGENT][NEUTRAL] I already did, but yeah, uh-huh, yes.
[CUSTOMER][NEUTRAL] Did you?
[CUSTOMER][NEUTRAL] And now, can I ask you, after you have it, I know right away, there are a lot of restrictions. But after, like, say a few months, do you have restrictions on the food that you eat? See, my mother had her gallbladder taken out, but I was a little kid. I don't know what was going on. I don't remember what happened. But do you have, and I know fried food is out. It is always, you ain't got a gallbladder, you cannot eat fried food.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Well, for me, it was totally different and I'm glad, um, but I am able to eat everything. Um, now, my sister and my mom went through a different experience. Um, they're not able to eat uh uh fried food or a pizza or stuff like that unless they take like a prebiotic. Um, but yeah, with me it was different. I'm not sure why, but I was able to eat normal. I'm able to eat.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I I'm not sure why either because I think that my, I think that my mother ate all the foods. I don't remember her being on a restricted diet.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You know, but I know that she couldn't, I, I, I don't think she, she might have ate fried foods. I was, I was kind of young at the time. I just remember that she had it taken out, you know, and it took, it took all of the whole house and there were 7 of us kids and, and my dad. It took all of us to take care of her. But when, when it was, uh, with the whole house could be sick and she took care of the whole house. So that's how it works. It doesn't, you know, mothers can take care of many people.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mm, yeah.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Children and fathers, they're like, they don't know what they're doing.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] The.
[AGENT][POSITIVE] Yes, that is right.
[CUSTOMER][NEUTRAL] So I will take this to, so I'm gonna take this to both places and I'm gonna give it to them. I'm gonna do that tomorrow. I'm gonna take it to the ER that I went to and then I'm gonna take it to the hospital that I went to to their billing. I'm gonna give it to them. I'm gonna give them a copy of it and tell them they need to bill.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] That would be perfect, yes.
[CUSTOMER][NEUTRAL] OK, so that'll be good. Um, all right, OK, so now I know what I have to do tomorrow and I was just, you know, I mean I talked to another lady the day I think it was the day after I got out of hospital and she told me about the $500 a day they pay for being in there and blah blah blah and this and that. Now do I have to get anything from them? Um, OK, no, I don't mean that. Do they have to, they just send the bills to this address, right? That's what they're gonna do.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct, yes, more than, yes, mhm, to the PO box in [PII].
[CUSTOMER][NEUTRAL] To the
[CUSTOMER][NEUTRAL] Two days I, yes, it does have, I think it has it here. Where is it? Uh, yeah, PO box. So so that's where they send them to and then they have a phone. I'm gonna let them make a copy front and back of this so they know, so they have it. And then if they have to call or I have to call, I call the [PII] number.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, yes, it's the same [PII] for both of you, either the provider or either yourself. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just one.
[CUSTOMER][NEUTRAL] OK, alright, so I'll take this to both places and give it to them tomorrow.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] That way I don't have to worry about whether they have it or not.
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] And I'll make myself a couple copies too so I can have them if I because I don't do the computer I don't do the computer at all can't send nothing through the computer. I have one in there now that I gotta go into my text and um she sent me something this morning I said I thought she was sending it by email. I'm like I don't have an email. I don't do the computer. I'm [PII] and I don't do the computer, but she said no I sent it by text and I'm like, oh good, I can answer texts.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Mm yes.
[CUSTOMER][POSITIVE] Alright, well thank you so much, honey, and this is great to know. This is good to know because these bills are gonna be outrageous for 7 days, you know, you put me through a lot of testing and this and that, oh, so.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] I know, I don't
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] So I guess um they're gonna send me, my doctor, my regular doctor is gonna send me to a dietitian, so I can see and talk to them about what I can and cannot eat.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, that, that will be the best thing because everybody is different. Mhm.
[CUSTOMER][NEUTRAL] You know, like later down the road.
[CUSTOMER][POSITIVE] Everybody's different. That's right. They, they are different. And so I know I'm not eating any greasy food so I get to see the doctor again. I know that cause I do not want to be sick.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Oh, yes. Yes, for sure.
[AGENT][NEGATIVE] No, no, you don't wanna go through that. That is whenever you eat something that doesn't go well with your stomach is not good. You end up running to the bathroom, so you don't wanna have that.
[CUSTOMER][NEGATIVE] No, no.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So yeah, just, just uh talk to your attention and see what you can eat.
[CUSTOMER][NEUTRAL] No, I do not. I don.
[CUSTOMER][NEUTRAL] Yeah, when I got an appointment to see my doctor that took it out on the [PII], but I'm but I I'm gonna, my regular doctor's gonna set going to refer me to a dietician so that I know, you know, what I, what things I could maybe eat or what I couldn't maybe eat, you know.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Yes, yes.
[CUSTOMER][NEGATIVE] Cause I just don't want to get sick every time I eat if I, there's things that I can't have.
[AGENT][POSITIVE] Correct, yes. Mhm.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] Alright honey well thank you very much you've given me so much information and I will follow through with it and if I have any problems I'll just give you guys a call back.
[AGENT][NEUTRAL] Alright.
[AGENT][POSITIVE] You're welcome, Miss [PII] Sure, no problem. Thank you for calling APO. Have a good afternoon.
[CUSTOMER][NEUTRAL] You, oh, can you tell me, honey, can you tell me when this, um, when this went into effect when my husband got this? Do you see anything in the records? And that it's still, and now what I understand it's still active.
[AGENT][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, it's still active. Uh, the effective date is [PII].
[CUSTOMER][NEUTRAL] OK, that's what it says. I just wanted to make sure.
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] Just wanted to make sure.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] I haven't got one. I got one in the beginning and I never got a new one. So, uh, you know, I thought, OK, maybe it's expired and I don't even know it.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] No, no, it's still active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right honey thank you very much and I hope you have a great day. It's gonna rain where I'm at where you at? Where are you at?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] You as well.
[AGENT][NEUTRAL] Oh, we're in [PII].
[CUSTOMER][NEGATIVE] Oh, you poor people up there. I get hit a lot. My brother was in [PII], is it? Well, he ain't gonna be working tonight then because they work for the carnival when it rains, they don't set up.
[AGENT][NEUTRAL] [PII]. Yeah, it's raining.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, yeah. Mhm.
[CUSTOMER][NEGATIVE] You know they can't, so yeah, he ain't gonna be working today. I think we're gonna get some rain up here. I live in [PII]. I think we're gonna get some rain up here in [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh, OK. Yeah, it looks like.
[CUSTOMER][NEGATIVE] Everybody complains though, you know, people can never be satisfied with the weather. When it's too hot, everybody says it's too hot. I wish it was cooler. Now, when it's winter, they're like, it's too cold. I wish it was warmer. When it rains, I wish it wouldn't rain. When it doesn't rain, I wish it would.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You need rain.
[CUSTOMER][MIXED] People cannot make their mind up of what they want. I just want to be cooler weather. I don't care if it rains. I really don't. It's good for my yard because I own my house and I have to water the grass and pay for the water, where when it rains, I don't pay for that.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You have to, yes, mhm, yeah.
[CUSTOMER][NEUTRAL] You know, you gotta look at the good and the bad of everything, and some people don't do that.
[AGENT][POSITIVE] Positive, correct. Mhm. Yeah, that's right. Mhm.
[CUSTOMER][NEUTRAL] You know, so
[CUSTOMER][NEUTRAL] But I, I just think that, you know, uh, we lived in [PII] for 3 years and I swear I tell you, you could mark on the, on the clock every day from [PII] it would rain every day. Yeah, and we had nice green grass too, yeah, and it was for like the whole year, that whole year that, you know, for summer.
[AGENT][NEUTRAL] Hm.
[AGENT][POSITIVE] Really? That's nice.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Yeah, we didn't have to water the grass or nothing and we had really good grass cause the rain did it. If you just do just 20 minutes every day, if it rains, you don't have to worry about watering your grass.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah. Mhm.
[CUSTOMER][POSITIVE] You know, so, well, it was very nice talking to you, honey. What was your name again?
[AGENT][NEUTRAL] Oh yeah. Mhm.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] So, OK, well I thank you and I hope you have a great day.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You as well, Miss [PII]. Thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, bye-bye.