AccountId: 011433970860
ContactId: 8560be91-5ed7-49ff-b1ba-d52e7e3abe0e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 427760 ms
Total Talk Time (AGENT): 211530 ms
Total Talk Time (CUSTOMER): 116716 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/8560be91-5ed7-49ff-b1ba-d52e7e3abe0e_20250211T20:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], good morning. This is [PII].
[CUSTOMER][NEUTRAL] Uh, I am calling to check if I can file a claim.
[AGENT][NEUTRAL] Hi, Ms. [PII].
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] OK, Ms [PII], I can, yes I can hear you. I can check to see if you can file a claim. Can you please give me.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] OK, you're cutting in and out, yeah.
[AGENT][NEUTRAL] Oh, OK, hold on, let me check this real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I think
[AGENT][POSITIVE] OK. Thank you, Ms. [PII], for holding for me. Can you hear me better now, ma'am?
[CUSTOMER][POSITIVE] Yes, it's much better.
[AGENT][POSITIVE] Ms [PII], OK, awesome. OK, uh, what is your, yes ma'am, I can hear you. What is your call back number please just in case our call gets.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, so
[CUSTOMER][NEUTRAL] Oh my, hello?
[AGENT][NEUTRAL] Hello, can you hear me?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][POSITIVE] Yes, what are you asking? I'm sorry.
[AGENT][NEUTRAL] Miss [PII].
[AGENT][NEUTRAL] Or your your phone number in case our call is disconnected?
[CUSTOMER][NEUTRAL] OK. It's [PII].
[AGENT][POSITIVE] Thank you so much. And then what is your policy number?
[CUSTOMER][NEUTRAL] My policy number is 025.
[CUSTOMER][NEUTRAL] 82315
[AGENT][NEUTRAL] OK, that's 02582315.
[CUSTOMER][NEUTRAL] 02582315.
[AGENT][NEUTRAL] OK, let me look up the policy real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Miss [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you and then also for security reasons can you verify your address, phone number and email address for me?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And my email address is [PII].
[AGENT][NEUTRAL] OK, thank you. And then the phone number that you gave me to call you back on if we're disconnected, is that your cell phone number?
[CUSTOMER][NEUTRAL] Yes, that's, that's my phone number.
[AGENT][POSITIVE] OK, thank you, Ms. [PII]. OK, I'm looking at your policy and everything looks good. Your policy is active.
[AGENT][NEUTRAL] At, at this time.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes. I would like to check if I can file a claim I gave birth last [PII] via C-section.
[AGENT][NEUTRAL] Yes ma'am, um, we don't have a timely filing limit for claims as long as you were covered on [PII], your, your policy was active, you can file a claim at any time.
[CUSTOMER][POSITIVE] Awesome. So, how can I do that? Well, where will I start?
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] OK, I'm gonna help you, uh, first you'll need to go to our website.
[AGENT][NEUTRAL] And that is, let me give you that address. It's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Once you get on the website you're gonna click in the top right hand corner you're gonna click on claims and forms.
[CUSTOMER][NEGATIVE] Blames and forms.
[AGENT][NEUTRAL] Yes, ma'am. And then you're gonna choose the form that says hospital indemnity.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Once you choose that form, you're gonna download it.
[AGENT][NEUTRAL] And, and it's gonna be on page 2 and it's the first claim form you'll download the form at the top of your claim form, it gives you instructions what you need to be able, what you need to have to send in with your claim. So you'll need the itemized bill with the diagnosis from the provider, which is the hospital that you went to.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You'll need and you'll also need your, your claim form but it gives you specific instructions at the top. So you have a little cheat sheet to look at if you need to.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome. OK. And just submit it, uh, like scan it and submit it online as well?
[AGENT][NEUTRAL] Yes, you can submit it online um, are you signed up in the online service center?
[CUSTOMER][NEUTRAL] Uh, I think I did the other day.
[AGENT][POSITIVE] OK, good. OK, awesome you can do it through there and if you run into trouble if you run into trouble, I've got a fax number also that you can submit your claim on if you would like that number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is it here on the
[CUSTOMER][NEUTRAL] On the group form that I received.
[AGENT][NEUTRAL] Uh, the fax number? No, ma'am. I'll probably need to give that to you.
[CUSTOMER][NEUTRAL] OK. Can I have it, please?
[AGENT][NEUTRAL] Yes, it's 1877.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] 1877.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 3659423
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] 23.
[CUSTOMER][NEUTRAL] 23, yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Awesome. I'm gonna check online then.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, and Ms. [PII].
[CUSTOMER][NEUTRAL] And how long does it usually take? Oh, sorry.
[AGENT][NEUTRAL] Once, no, go ahead. Once we receive the claim, it takes 7 to 10 business days to process it.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. If you get stuck or you need help while you're doing it, just pick up the phone and call us, OK?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] OK, I will. Thank you.
[AGENT][POSITIVE] OK. You're welcome. You have a good day and thanks for calling APL and congratulations on your baby.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Oh, thank you so much. Have a great day too.
[AGENT][POSITIVE] You're welcome. You too. Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Bye-bye.