AccountId: 011433970860
ContactId: 95e997d5-6d70-4bae-8229-06ada82cc682
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 429040 ms
Total Talk Time (AGENT): 147425 ms
Total Talk Time (CUSTOMER): 141816 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/95e997d5-6d70-4bae-8229-06ada82cc682_20250522T16:34_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, this is [PII].
[CUSTOMER][NEUTRAL] Um, I have, I have a couple questions about.
[AGENT][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Uh, I, I'm filing a claim and I.
[CUSTOMER][NEUTRAL] I have some questions about this.
[AGENT][NEUTRAL] OK, um, can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, it's uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and uh
[CUSTOMER][NEUTRAL] Do I have to wait?
[CUSTOMER][NEUTRAL] So, well, OK, when I file this claim.
[CUSTOMER][NEUTRAL] Do I have to wait until I get all the bills are paid from the doctor's offices?
[AGENT][NEUTRAL] Um, what kind of policy is it? Do you have your policy number?
[CUSTOMER][NEUTRAL] Yeah, I do have policy number.
[CUSTOMER][NEUTRAL] But when I called.
[CUSTOMER][NEUTRAL] The other day I'm not too sure if I was given my policy number.
[CUSTOMER][NEUTRAL] Or my mom's policy number because
[CUSTOMER][NEUTRAL] I'm still technically under her as well, but here's the number.
[CUSTOMER][NEUTRAL] It's 0
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 11
[CUSTOMER][NEUTRAL] 34
[CUSTOMER][NEUTRAL] 368.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And if that is under [PII].
[CUSTOMER][NEUTRAL] I would like to figure out my policy number.
[AGENT][NEUTRAL] OK, it is, so let me go ahead and see.
[AGENT][NEUTRAL] Do you need her to remove you from that policy?
[CUSTOMER][NEUTRAL] No, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I'll save that for another time, but, uh, I do have my own policy number. I just don't know what it is.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me look it up.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Do you know which policy you're looking for?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Is that a hospital indemnity?
[CUSTOMER][NEUTRAL] Uh, accident.
[AGENT][NEUTRAL] Accident, OK.
[AGENT][NEUTRAL] OK. Can I get you to verify your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your address?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And phone number is the same as the one you're calling from?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I found your policy with just you on it. Your policy number is 02447782.
[CUSTOMER][NEUTRAL] OK, that's 02447782.
[AGENT][NEUTRAL] Yes, sir. And for this policy, since it's an accident policy, you're gonna need itemized bills from each provider that you've seen um for that claim. So I would wait until you have those itemized bills unless you have them all with you.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I don't know. I do have bills.
[CUSTOMER][NEUTRAL] I'm not too sure if they're itemized so before.
[AGENT][NEUTRAL] So, um, you'll need to see if they have procedure codes on them.
[CUSTOMER][NEUTRAL] OK, alright, so if they don't have procedure codes on them, then I need to go get these itemized?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, sir. And you can typically ask the, the hospital or who you saw, and they can mail it to you and sometimes they can even send it to you electronically just depending on how.
[AGENT][NEUTRAL] They do.
[AGENT][NEUTRAL] They can send it to you and then yeah, you'll wanna send those over with your claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And once I get
[CUSTOMER][NEUTRAL] OK, and once I get all the um.
[CUSTOMER][NEUTRAL] All the bills figured out and all the appointments are done is when I file this.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK, sounds good.
[CUSTOMER][NEUTRAL] Um, I think.
[CUSTOMER][NEUTRAL] There is one more question I had.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh no, that's it.
[AGENT][NEUTRAL] OK, and um,
[CUSTOMER][NEUTRAL] That's all I needed.
[AGENT][NEUTRAL] And also we don't have timely filing so as long as your policy is active, if it takes a while to get those those itemized um bills, you can still file for the claim as long as the policy it is during the policy active dates. So um that might be helpful too if you don't have to rush on our part.
[CUSTOMER][NEUTRAL] When
[CUSTOMER][NEUTRAL] Uh, when's my policy active?
[AGENT][NEUTRAL] Your policy is currently active.
[CUSTOMER][NEUTRAL] And when does it close or end?
[AGENT][NEUTRAL] There's not an ending date on here. I just wanted to let you know that even after your policy, should it lapse for whatever reason, you can always file a claim with us.
[CUSTOMER][NEUTRAL] OK. All right, sounds good. Um, I was just curious because I have a dental, I have a, I, a vision plan.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's only active for like 3 months of the year.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So that's that's why I was asking.
[AGENT][NEUTRAL] Oh no, I just meant like should down the road you find more services that you've done, we don't have timely filing, so in 3 years, say as long as it was during your policy's active period, you can still file a claim.
[CUSTOMER][POSITIVE] OK, sounds good.
[AGENT][NEUTRAL] Right. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][POSITIVE] No, that should be it, thank you.
[AGENT][POSITIVE] Alright, well thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Bye.