AccountId: 011433970860
ContactId: 9336541a-f219-4e24-ae63-1ec4650f1935
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 259829 ms
Total Talk Time (AGENT): 118762 ms
Total Talk Time (CUSTOMER): 223886 ms
Interruptions: 15
Overall Sentiment: AGENT=1.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/9336541a-f219-4e24-ae63-1ec4650f1935_20250108T20:44_UTC.wav
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[AGENT][POSITIVE] Thank you for calling. This is. How may I help you?
[CUSTOMER][NEUTRAL] Hi, how are you? Um, I was calling to get some help filing your claim.
[AGENT][NEUTRAL] Help filing a claim, is that what you said, ma'am?
[CUSTOMER][NEUTRAL] Yes, I am. Yes, my name is [PII] Callback number is [PII].
[AGENT][NEUTRAL] OK, I can help you with the claim. Can you please give me your name and your callback number?
[CUSTOMER][NEUTRAL] And you're, you're clearly on there.
[AGENT][NEUTRAL] Thank you, Missy. And then what is your policy number?
[CUSTOMER][NEUTRAL] Um, policy number is 2,444,550.
[AGENT][NEUTRAL] OK, let me look your policy up.
[CUSTOMER][NEUTRAL] OK, how many trans people are there?
[AGENT][NEUTRAL] All right, Ms. [PII], can you please um provide for me your date of birth?
[CUSTOMER][NEUTRAL] right.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you ma'am and then also for security reasons can you verify your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes ma'am. Address is [PII]. Phone number is [PII] and email should be [PII]. Mhm.
[AGENT][POSITIVE] OK thank you I appreciate you verifying that information.
[AGENT][NEUTRAL] So you have a claim that you need to file and you just want help with the process on how to file it?
[CUSTOMER][NEUTRAL] Identify with what they like more than what the boys like.
[CUSTOMER][NEUTRAL] Um, well, so I was just in the hospital, um, for labor and delivery, and I did give them my information, but I don't.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't know if they did anything with it, um, like I gave them, um, the like payer ID number, um, I, I just don't think they filed. I, I, I was hoping they would file the claim. I don't think they did, so I was hoping you could check that for me, and if they didn't, then I could file the claim.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes ma'am, I'm looking at your policy, let's see, I do not show that any claims have been filed on this policy as of today.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] 24 right.
[CUSTOMER][NEUTRAL] Yes ma'am. OK, I don't, yeah, I don't think that it happened, so I, I will file a claim.
[AGENT][NEUTRAL] OK. OK. Yes, ma'am. All right. And are you signed up on the online service center?
[CUSTOMER][NEUTRAL] I am and I'm logged in right now. I just, I can't. I see where it says file a wellness claim.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] Um, but is that, but I don't think that's right, right?
[AGENT][NEUTRAL] Right, right. What you're gonna need to do is you're gonna need to go to our website, um, it's [PII].
[CUSTOMER][NEUTRAL] His wife, uh, worked at a public school and she told she told him.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you'll need to download [PII]. Once you get there, you're gonna go to claims and forms and you're gonna download the hospital indemnity claim form.
[CUSTOMER][NEUTRAL] Mhm. Yes, ma'am. Alright, let me see. 934.
[CUSTOMER][NEUTRAL] Hospital indemnity claim form download form alrighty.
[AGENT][NEUTRAL] Yes, ma'am. That form, that very first page of the form tells you everything that you need to send with your claim. I know you're gonna need your itemized statement with your diagnosis and procedure codes.
[CUSTOMER][NEUTRAL] What does that have to do
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Yes, ma'am like say you have like.
[AGENT][POSITIVE] Um, but it'll have everything on there and if you get stuck at any time, please call us and we'll help walk you through it.
[CUSTOMER][NEUTRAL] You know she went to college like a couple points.
[CUSTOMER][POSITIVE] Perfect, no this is helpful. Thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome, Ms. [PII], and congratulations on your new baby.
[CUSTOMER][POSITIVE] Thank you, thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Have a good day. No, ma'am, that's it.
[AGENT][POSITIVE] OK, well you have a blessed day and thank you for calling APL.
[CUSTOMER][NEUTRAL] You know, and
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.