AccountId: 011433970860
ContactId: 95f9a961-d21a-4f97-9a06-ed2516c5ecb5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1056250 ms
Total Talk Time (AGENT): 219088 ms
Total Talk Time (CUSTOMER): 238600 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/95f9a961-d21a-4f97-9a06-ed2516c5ecb5_20250418T17:51_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um,
[CUSTOMER][NEUTRAL] I just realized on my
[CUSTOMER][NEUTRAL] I work for a school and that I have an APL insurance.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I don't, I don't have a card.
[CUSTOMER][NEUTRAL] Um, or anything.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I didn't know if I could call it, if you could look up my policy and tell me like what would like what, OK.
[AGENT][NEUTRAL] Yeah, I can look at it.
[AGENT][NEUTRAL] Yeah, I can look it up by your name spell your first and last name for me.
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what state do you reside, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And is this a new policy that you have? Or have you had it for a while?
[CUSTOMER][NEUTRAL] Uh, I guess I've had it for a while cause I've been paying on it for a while.
[AGENT][NEUTRAL] Oh, OK. And what type of policy is it?
[CUSTOMER][NEUTRAL] Um, I don't know, it just says um.
[CUSTOMER][NEUTRAL] Uh, I don't, I don't know, like I said, I signed up for it probably a few years ago.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] And I have no idea.
[AGENT][NEUTRAL] OK. Can you verify your date of birth, your mailing address and email?
[CUSTOMER][NEUTRAL] Yes, so my uh date of birth is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] My address is [PII].
[CUSTOMER][NEUTRAL] [PII] and my email is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]? OK, one moment.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No, [PII].
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] OK, [PII], I'm still pulling up your information, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, can you repeat your email? I have [PII]?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII]. OK, thank you.
[CUSTOMER][NEUTRAL] Yeah, yeah, it's the last two numbers of my birth year.
[AGENT][NEUTRAL] Got it.
[AGENT][NEUTRAL] Alright, so I have your policy number if you're ready to write it down.
[AGENT][NEUTRAL] And then I can also send you a copy of your card if you want.
[CUSTOMER][NEUTRAL] Uh, once.
[CUSTOMER][NEUTRAL] Oh please.
[AGENT][NEUTRAL] OK, and I'll send it to the email address that you just verified.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK, so that took me a minute to grab something to write on.
[AGENT][NEUTRAL] Yeah you're fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I am now ready.
[AGENT][NEUTRAL] The policy number is 226.
[CUSTOMER][NEUTRAL] 226
[AGENT][NEUTRAL] 7956.
[CUSTOMER][NEUTRAL] 7956
[AGENT][NEUTRAL] Mhm, give me one moment. I'm gonna go ahead and email it over to you as well.
[CUSTOMER][POSITIVE] I appreciate that.
[AGENT][POSITIVE] Uh, you're welcome.
[CUSTOMER][NEUTRAL] Well that
[AGENT][NEUTRAL] OK, so I'm gonna reverify your email address is [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK. Give me just a few seconds.
[AGENT][NEUTRAL] Is that all you needed was your ID card, [PII]?
[CUSTOMER][NEUTRAL] Um, no, I was wondering what is the insurance for?
[AGENT][NEUTRAL] It's medical
[CUSTOMER][NEUTRAL] Is it like a life insurance? Is it?
[AGENT][NEUTRAL] No, it's a medical policy, um, and the policy that you have is for inpatient hospital.
[CUSTOMER][NEUTRAL] Menopause
[AGENT][NEUTRAL] So if you were admitted to the hospital.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Is that only for myself, or is that for my whole family?
[AGENT][NEUTRAL] And let's see.
[AGENT][NEUTRAL] I'm showing [PII], and [PII] as well is on the policy.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Is it uh my sorry?
[AGENT][NEUTRAL] Mhm. Go ahead.
[CUSTOMER][NEUTRAL] I was gonna ask, since it's for inpatient, um, I didn't, since I didn't know it, is it too late to file cause my daughter was in the hospital in [PII] at the end of January.
[AGENT][NEUTRAL] For how many days?
[CUSTOMER][NEUTRAL] Uh, she was there a Thursday and a Friday, and she was at uh [PII] for a date.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] OK, so she was there greater than 18 hours?
[CUSTOMER][NEUTRAL] Yes. Well,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] would be, let's see, it was.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] The [PII] and then we were flown out.
[CUSTOMER][NEUTRAL] So it must have been like [PII].
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] What does that mean when you say flown out?
[CUSTOMER][NEUTRAL] But they flew us from [PII].
[CUSTOMER][NEUTRAL] In [PII], they flew us to [PII].
[AGENT][NEUTRAL] OK, so she was she was air flighted to a different facility.
[CUSTOMER][NEUTRAL] Yeah, she was, she was at one the facility here that was local and then flown to [PII], uh, and then like I said she was there Thursday all of Thursday, um, and then Friday afternoon it was like [PII] when we almost [PII] when we left.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Got it.
[AGENT][NEUTRAL] OK. How long was she in the first hospital?
[CUSTOMER][NEUTRAL] That's what I'm trying to remember. It was like.
[CUSTOMER][NEUTRAL] I want to say it was like [PII]
[CUSTOMER][NEUTRAL] [PII] maybe.
[AGENT][NEUTRAL] OK, cause we'll need the, we'll need the.
[CUSTOMER][NEUTRAL] Um, until like [PII].
[AGENT][NEUTRAL] Itemized bill from both hospitals.
[AGENT][NEUTRAL] We'll need the itemized bill so you'll if you're sending the claim to us yourself, you'll need to contact each of those hospital billing departments and request a copy of their itemized bill and t[PII] I'm gonna email you a claim form. It's a hospital indemnity claim form.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And um there are instructions on page one.
[AGENT][NEUTRAL] Um, as to how to complete the form and also what documents are required.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And all of it should be submitted together.
[AGENT][NEUTRAL] And I just sent that over to you. Did you receive the first one?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, let me, let me check since I'm on the phone.
[AGENT][NEUTRAL] It's coming from [PII].
[CUSTOMER][NEUTRAL] Yes, I have the recall, the medical, yeah, I have 3 from you.
[AGENT][NEUTRAL] OK, which ones do you have?
[CUSTOMER][NEUTRAL] The medical identification card.
[CUSTOMER][NEUTRAL] Uh, thank you for contacting APR our customer service team. Here is the copy of your ID card and then.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I, I got that one twice.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And so then the one that's that has the um uh claim form should be coming shortly.
[AGENT][NEUTRAL] I wanna make sure you receive that one that email as well.
[CUSTOMER][NEUTRAL] Sometimes if I get out of it and go back into it, it likes to work.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] What's a good phone number for you, [PII], in case we're disconnected?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] 5:30. OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] But it's also called cover like the, what is it called, the physicians still.
[AGENT][NEUTRAL] Now, under the policy that you have, it covers the
[CUSTOMER][NEUTRAL] Or is it just
[AGENT][NEUTRAL] It covers the, um, just hospital stay only. That's it under your policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Have you received that one other one?
[CUSTOMER][NEUTRAL] That we
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I'm not seeing anything.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] OK, the hospital indemnity and everyday solution claims form.
[AGENT][NEUTRAL] OK, say that again.
[CUSTOMER][NEUTRAL] It says uh hospital indemnity, sorry, I don't know how to say that and everyday solutions claim for OK I.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] That's it.
[AGENT][NEUTRAL] That is it.
[CUSTOMER][NEUTRAL] Alright, so if I just, I just.
[AGENT][NEUTRAL] And so you'll complete that form and then contact the two hospitals and request a copy of their itemized bill.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And send it all together to APL. The address and the fax numbers at the bottom of page one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And did you have any other questions?
[CUSTOMER][POSITIVE] No, ma'am. That was, that was everything. Thank you so much for your help.
[AGENT][POSITIVE] Alrighty, well, you're welcome, [PII]. Thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Have a good day. Thank you. Happy Easter.
[AGENT][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] You too. Bye-bye.
[CUSTOMER][POSITIVE] Thanks. Bye.