AccountId: 011433970860
ContactId: 9b487fb1-1b2b-478c-aa54-ecb3950dbf9b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 358369 ms
Total Talk Time (AGENT): 97616 ms
Total Talk Time (CUSTOMER): 159731 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/9b487fb1-1b2b-478c-aa54-ecb3950dbf9b_20250527T18:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. Uh, my name is [PII]. I was calling, uh, in regard to a policy my mother had, [PII], and
[CUSTOMER][NEUTRAL] I have, uh, been trying to get this taken care of, but I, I, between work and I just haven't had a lot of time.
[CUSTOMER][NEUTRAL] Um, she had two policies. One was, uh, I guess, a heart, heart policy, and one was, uh, for cancer. The one for cancer, I believe was canceled. It's the one for the heart cause she did have a mild heart attack.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and they said that, so the last person I spoke with said I needed to get an itemized bill, is that correct?
[AGENT][NEUTRAL] Out of my statement, uh, from the provider wherever she went for treatment, yes.
[CUSTOMER][NEUTRAL] OK, now just because I'm a little bit confused on this, do I need to get in touch with their billing department or?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Most likely, um, every facility or provider's office they do all operate a bit differently unfortunately um but I would ask for that um if you just explain that you need that information to file a claim, uh, they should be able to direct you where you're supposed to get that information.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, uh, and I had.
[CUSTOMER][NEUTRAL] Have something written here. I'm not sure it says procedure procedure code excuse me uh look like heart 135916 and OK uh.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I have her death certificate and looks like I need my birth certificate which I have. I just need to get this itemized bill. uh, as far as my claim is that still open? Can you tell me that?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I could take a look um what was your name again? I'm so sorry.
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][NEUTRAL] Sure, no, no, no, that's fine. [PII].
[AGENT][POSITIVE] Awesome, OK, and then, uh, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Did you have that policy number?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEGATIVE] I thought I did, but it appears that I do not have it, no.
[AGENT][NEUTRAL] That's OK, um, I can search using a social.
[CUSTOMER][NEUTRAL] OK, you need my my mom's social?
[AGENT][NEUTRAL] Uh, if it was for her policy, yes.
[CUSTOMER][NEUTRAL] For my
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Get that out. I'm sorry. Give me one sec.
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] OK, her social is.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I thought if I had it.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] One more moment.
[AGENT][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK, her social is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][NEUTRAL] OK, and now this claim, uh, was this for the heart attack and stroke policy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, just a moment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So [PII], I am not showing we've received anything just yet, um, and I will say I'm able to disclose a whole lot of information until we get that, uh, death certificate and birth certificate from you, um, but I can say we have not yet received any claim information for this policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, no, I'm, I'm in the process of trying to get all of this together and send it, um.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Is it what about the can you disclose the policy number?
[AGENT][NEUTRAL] Um, yes, I can go ahead and give that to you. Let me know when you're ready.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, OK, go right ahead.
[AGENT][NEUTRAL] OK, that is 13.
[AGENT][NEUTRAL] 59.
[AGENT][NEUTRAL] 16.
[CUSTOMER][NEUTRAL] 135916 OK.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Alright, and I'm going to call the hospital.
[CUSTOMER][POSITIVE] And see if I can get in touch with the billing department and see if I can finally get this taken care of.
[AGENT][POSITIVE] Yes sir absolutely did you have any other questions for me at the moment?
[CUSTOMER][NEUTRAL] Uh, now when I get this information, I, I think I have a fax number here just fax.
[CUSTOMER][NEUTRAL] That information
[AGENT][NEUTRAL] That is
[CUSTOMER][NEUTRAL] Copy of the death certificate, copy of my birth certificate.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, that is perfectly fine.
[CUSTOMER][NEUTRAL] Do I need to put this policy number on top?
[AGENT][POSITIVE] Um, you can, that would probably make it easier.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][POSITIVE] OK, alrighty thank you very much.
[AGENT][POSITIVE] All right. You are very welcome. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Alright bye bye.