AccountId: 011433970860
ContactId: 929ccdf0-abd7-4376-9e5e-a24694da1b97
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 849070 ms
Total Talk Time (AGENT): 363478 ms
Total Talk Time (CUSTOMER): 452843 ms
Interruptions: 8
Overall Sentiment: AGENT=1.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/929ccdf0-abd7-4376-9e5e-a24694da1b97_20250402T15:33_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], this is [PII], um.
[CUSTOMER][NEUTRAL] Excuse me, I was a patient in the hospital from [PII], and part of that time I was in intensive care.
[CUSTOMER][NEUTRAL] And so I need the forms or whatever it is I need to do to file a claim on that.
[AGENT][NEUTRAL] [PII], I'm so sorry you were in the hospital. I hope you're feeling, you were in the hospital for [PII], weren't you?
[CUSTOMER][NEUTRAL] I was, I was.
[AGENT][MIXED] Bless your heart. That's just sad.
[CUSTOMER][NEUTRAL] I went from there to skilled nursing also. I didn't, I didn't get home till [PII].
[AGENT][POSITIVE] Oh my goodness.
[AGENT][NEUTRAL] Oh my gosh, you were having a tough time. Well, I hope you're feeling better.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][POSITIVE] Well, I'm getting there.
[AGENT][NEUTRAL] Yeah, it takes time to recover, doesn't it?
[CUSTOMER][NEUTRAL] It does.
[AGENT][POSITIVE] Let's see what I can do for you and what is a good call back number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And [PII], can you verify your date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what about your current mailing address? Can we get that verified?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEGATIVE] Boy, I hope you haven't been affected by all these storms this spring. It's been rough coming through [PII].
[CUSTOMER][NEUTRAL] Well, I uh, yeah.
[CUSTOMER][NEUTRAL] I actually been awake since [PII] just watching the weather, so I figure I'll be napping soon.
[CUSTOMER][NEGATIVE] But we didn't really have anything.
[AGENT][POSITIVE] That's good.
[CUSTOMER][NEUTRAL] Yeah, we lucked out. We really didn't end up with much except heavy winds for a little bit.
[AGENT][NEUTRAL] Yeah, that's what we're getting now. [PII], a lot of strong wind, but.
[CUSTOMER][NEUTRAL] Oh yeah. We've had that for 2 weeks.
[AGENT][NEUTRAL] I know. What's up with this wind?
[CUSTOMER][NEGATIVE] I don't know, but I think you guys have had more tornadoes than us already, so that's not good.
[AGENT][NEUTRAL] Yeah, I think we have, but, you know, it's springtime.
[CUSTOMER][POSITIVE] And you're right at it today, aren't you?
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] But it's springtime and it's.
[CUSTOMER][NEUTRAL] Well, you know, [PII], there wasn't much till May.
[CUSTOMER][NEUTRAL] But last year and this year, it's starting off at the end of March and early April. I'm like, really?
[AGENT][NEUTRAL] I know.
[AGENT][POSITIVE] I think it's gotten early too, and I'm like.
[CUSTOMER][POSITIVE] Oh, I definitely do.
[AGENT][NEUTRAL] I'm like man y'all just need to stop it.
[CUSTOMER][NEUTRAL] Yes, that's what somebody said I put Mother Nature to bed.
[AGENT][POSITIVE] That's right.
[AGENT][NEUTRAL] Well, she needs to go migrate a little bit now, but no, not, I mean, not migrate, whatever the bears do.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I know it somewhere.
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] Yeah, maybe it is my.
[CUSTOMER][NEUTRAL] Really, [PII] has not been as bad in the last 2 or 3 years, but
[AGENT][NEUTRAL] Oh my gosh, and then y'all had the wildfires.
[CUSTOMER][NEUTRAL] The, the few we've had have been.
[CUSTOMER][NEUTRAL] Yeah, then we had that. That's like historic. I mean, we've never had a day like that before.
[AGENT][NEUTRAL] It's crazy.
[CUSTOMER][NEGATIVE] It's horrible. All those people losing their homes and still water and stuff.
[AGENT][NEUTRAL] Oh man.
[AGENT][NEUTRAL] I just, I don't know. Well, I, I reckon, no, I don't know about you, but.
[AGENT][NEUTRAL] I keep saying I don't know what in the world's going on, but really I do. I mean, it's, I know what's gonna happen in the future, you know.
[CUSTOMER][NEUTRAL] I'm, I'm with you on that. I know what you're talking about.
[AGENT][POSITIVE] But that's OK because I know, you know, I'm, I'm covered. Whatever happens, I'm covered.
[CUSTOMER][NEUTRAL] Uh-huh, we'll be OK, yeah.
[CUSTOMER][NEUTRAL] I've got that policy already.
[AGENT][NEUTRAL] Me too
[AGENT][POSITIVE] I love it.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so what we're gonna do is we're gonna get you a claim form. Did you want us to mail it to you?
[CUSTOMER][POSITIVE] That'll be great, probably.
[AGENT][NEUTRAL] Or I can email it to you. I certainly can. That would probably be quicker. What is your email address?
[CUSTOMER][NEUTRAL] Unless you email it I don't know.
[CUSTOMER][NEUTRAL] Yeah, it would be.
[CUSTOMER][NEUTRAL] It is [PII], the [PII], [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] I am fixing to email that form to you, so you should be getting it soon.
[CUSTOMER][NEUTRAL] What will I need from the hospital? All I have right now is my insurance.
[AGENT][NEUTRAL] So you will need
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, my secondary insurance just says this date to this date hospital and how much was paid.
[CUSTOMER][NEUTRAL] Because it's like a $102,000 bill or something.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And that's all I have, but it doesn't tell you how many days I was in intensive care.
[AGENT][NEUTRAL] That's correct. So we will need the itemized bill from the hospital.
[CUSTOMER][NEUTRAL] So do I
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Showing the days that you were.
[CUSTOMER][NEUTRAL] Is that gonna be like 100 pages or something?
[CUSTOMER][NEUTRAL] And since I was there so long.
[AGENT][NEUTRAL] Well, you know, you might just ask them if they've got a form that they can send you for the days that you were charged for intensive care.
[CUSTOMER][POSITIVE] Oh, that'd be great, yeah.
[AGENT][NEUTRAL] I don't know if they'll provide that for you, but it would definitely be worth asking, I think.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Cause
[AGENT][NEUTRAL] Um, and it should show those intensive care charges on there.
[AGENT][NEUTRAL] And then we'll need to make sure that we get the reason that you were in um in an ICU.
[AGENT][NEUTRAL] So we'll need like a diagnosis code.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Afib for sure.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] What, what did you call that code?
[AGENT][NEUTRAL] Um, diagnosis.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So it's diagnosed, OK.
[CUSTOMER][NEUTRAL] I had surgery and I actually see my surgeon uh surgeon Friday.
[CUSTOMER][NEUTRAL] But I don't know.
[AGENT][NEUTRAL] He might be able to direct you where you can do that.
[CUSTOMER][NEUTRAL] If a statement from them might be or his nurse.
[CUSTOMER][NEUTRAL] Yeah, could give me that.
[CUSTOMER][NEUTRAL] Something showing that.
[AGENT][NEUTRAL] But they mean, I'm.
[AGENT][NEUTRAL] Well, it might work, um, they may not have the hospital charges, so that's what we need.
[AGENT][NEUTRAL] Are the hospital charges for the ICU room.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Need hospital charges for I see right OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I just
[CUSTOMER][NEUTRAL] Like I said, I just have this like one general figure.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And then this week I got another one that was like 4400 for surgery.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] From that hospital, so that was the just using the surgery room I I I I guess what that means anything about the doctor.
[AGENT][NEUTRAL] It is crazy what everything costs.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] But you know, it's worth it.
[CUSTOMER][NEUTRAL] Yeah, that does.
[CUSTOMER][NEUTRAL] Yeah, that first little bill was kind of like, really? OK. I figured it'd be something like this.
[AGENT][NEUTRAL] And let's see, I'm also gonna put.
[CUSTOMER][NEUTRAL] Hard to see that it's 100 and something,000.
[AGENT][NEUTRAL] That just blows my mind.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I'm gonna put your policy number on there as well.
[CUSTOMER][NEUTRAL] I bet the skilled nursing, they ever bit of that too.
[CUSTOMER][NEUTRAL] I went to school nursing afterwards. I bet it'll be as much or more than that hospital bill.
[AGENT][NEUTRAL] Oh, yeah.
[CUSTOMER][NEUTRAL] I think that's who gets the money, medical supplies and those kind of people.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] It just is crazy.
[CUSTOMER][NEUTRAL] OK, my policy number you have it 58,570.
[AGENT][NEUTRAL] I do.
[AGENT][NEUTRAL] Yes ma'am, and I also put it on that email just in case so you wouldn't have to look it up if you needed to, if you need it.
[CUSTOMER][NEUTRAL] Is that what you have? OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I'm sitting here looking at my card in case you needed it, so.
[AGENT][NEUTRAL] Yeah, I got it pulled up.
[CUSTOMER][NEUTRAL] My group number and everything.
[CUSTOMER][NEUTRAL] 2195 group.
[AGENT][POSITIVE] Mhm. And you've been with us so, you've been part of our family for a long time.
[CUSTOMER][POSITIVE] Gosh, I've had this so long.
[CUSTOMER][NEUTRAL] Well, that's what I was wondering. I noticed I had to file on it 2015, I think then it said I've been 21 years.
[AGENT][NEUTRAL] Exactly. But
[CUSTOMER][NEUTRAL] I guess it's been 31 now.
[AGENT][POSITIVE] But it is a good policy to have when you need it.
[CUSTOMER][POSITIVE] Yeah, every time I think about dropping, I think, I know one time I needed it, it paid off goods.
[AGENT][NEUTRAL] Right, I know, and sometimes you're like, I need to save some money, so I'll drop this and you're like, but I might really need it.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That was the wrong one to drop, yeah, so.
[AGENT][POSITIVE] Exactly.
[CUSTOMER][NEUTRAL] OK, so you're emailing that.
[AGENT][NEUTRAL] Well, I'm going to
[AGENT][POSITIVE] Yes, ma'am. I've already emailed it for you.
[CUSTOMER][NEUTRAL] And then I will print it off and send it back with all this evidence is that how that'll work.
[AGENT][NEUTRAL] Yes, ma'am. We just need that intensive care room charges.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the dates that you were in there.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] And the dates and the diagnosis.
[AGENT][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] Diagnosis code or whatever you call it.
[AGENT][POSITIVE] That's right.
[AGENT][NEUTRAL] And I don't know if you're interested, but I don't know if you're um.
[CUSTOMER][POSITIVE] OK, that'd be good.
[AGENT][NEUTRAL] Registered, but we do have a portal.
[AGENT][NEUTRAL] Where you can actually upload claim documents online.
[AGENT][NEUTRAL] And add your direct deposit information for benefits to go directly to your bank account.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That is all available online and that's gonna be on that claim form.
[CUSTOMER][NEUTRAL] Hm, OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And you can also get the claim form from the website as well.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh really? I could have, OK.
[AGENT][NEUTRAL] Mhm. But that's OK.
[CUSTOMER][NEGATIVE] I've never dealt with it.
[AGENT][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Probably haven't even seen a piece of paper from you guys in 10 years.
[AGENT][NEUTRAL] It probably has been a wild.
[CUSTOMER][NEUTRAL] So uh, you know, cause I've, I'm uh.
[CUSTOMER][NEUTRAL] It just automatically comes out of my bank every month.
[AGENT][POSITIVE] Yeah, that's right.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Yeah, we missed two cruises that we were supposed to be on that month.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] So I'm going through all this stuff. I'm trying to get.
[CUSTOMER][NEUTRAL] What they need.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] You should be able to get that money back, right?
[CUSTOMER][NEUTRAL] So far, yeah.
[CUSTOMER][NEUTRAL] Yeah, I should cause I had a good policy, a good insurance policy, but
[CUSTOMER][NEUTRAL] But um
[CUSTOMER][NEGATIVE] I'm waiting right now for the skilled nursing place to call me back to ask them for something proving that I was there for a month because I've not seen one single bill from them and I may not. I mean, I just don't know how that works.
[CUSTOMER][NEUTRAL] Since I've never have been there before, but I've got to have something to get that cruise money back.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] That's right. So you can rebook it for a better time.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, yeah, well that's what we plan to do.
[AGENT][NEUTRAL] Where were you going?
[AGENT][NEUTRAL] Where were you going?
[CUSTOMER][NEUTRAL] Uh, well, we were going Caribbean since it was January.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] That your only choice in January.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] And that's not our favorite at all, but, you know.
[AGENT][NEUTRAL] It's not. What's your favorite?
[CUSTOMER][NEUTRAL] Um, [PII], [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] [PII] is on my bucket list.
[CUSTOMER][NEUTRAL] Yeah, Northeast, uh, we go to [PII]. We had that one booked for the 3rd time out of [PII].
[AGENT][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Uh, that'll be in late September for the fall, you know.
[AGENT][NEGATIVE] Oh, gosh. I'm so jealous.
[CUSTOMER][NEUTRAL] You go to [PII] and, and uh.
[CUSTOMER][POSITIVE] That's a good one. [PII]. It's one of, definitely one of our favorites. Well, we've been to [PII] 7 times, so.
[AGENT][POSITIVE] My daughter loves [PII].
[AGENT][POSITIVE] My daughter loves [PII] and.
[CUSTOMER][POSITIVE] So we kind of like [PII].
[AGENT][NEUTRAL] We, um, I was gonna go meet her for a couple of days. She, she's a school teacher, so she travels during the summers and she can't.
[CUSTOMER][NEUTRAL] Mhm mhm.
[AGENT][NEGATIVE] And um I was going to meet her and I got stuck in [PII] and never got to [PII] and I was not happy.
[CUSTOMER][NEGATIVE] Uh, that's not good.
[AGENT][POSITIVE] Cause I was so excited, you know.
[CUSTOMER][NEGATIVE] That's not good. What city were you going to?
[AGENT][NEUTRAL] We were gonna go up to [PII] and all that area.
[CUSTOMER][POSITIVE] Oh, that's wonderful. Yes, that's wonderful. Do that, do that sometime. Do that sometime it's great.
[AGENT][NEGATIVE] But I never made it.
[AGENT][POSITIVE] Uh, I'm gonna try it again. If I could, if I could do it without going through [PII], I think I would.
[AGENT][NEGATIVE] But spending the night in [PII] is not fun.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Not when you're trying to get somewhere.
[AGENT][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] Our, our granddaughter is a flight attendant for Southwest, but we don't have any privileges, you know, of course, but, but she's stayed a few nights extra lately in strange places thanks to the weather, so.
[AGENT][NEUTRAL] I bet she has.
[AGENT][POSITIVE] Yes, tough right now. Well, I'm excited for your trip when you get better.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Well, thank you.
[AGENT][NEUTRAL] That'll be fine.
[CUSTOMER][POSITIVE] If I have any questions when I uh download this, I'll give you a call back.
[AGENT][POSITIVE] Please do. We'll be happy to assist you. No problem at all.
[CUSTOMER][POSITIVE] All right, thank you, [PII].
[AGENT][POSITIVE] All right, well it was it was a pleasure to assist you and thank you for calling APL. You enjoy your nap.
[CUSTOMER][POSITIVE] OK, thanks.
[AGENT][POSITIVE] All right, thank you. Bye bye.
[CUSTOMER][NEUTRAL] Uh