AccountId: 011433970860
ContactId: 9e2c003c-0749-44b9-b70c-4d5be3fc0497
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 646419 ms
Total Talk Time (AGENT): 133077 ms
Total Talk Time (CUSTOMER): 122520 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=-1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/9e2c003c-0749-44b9-b70c-4d5be3fc0497_20250107T14:23_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good morning. So my name is [PII] and I need assistance filing a claim.
[AGENT][NEUTRAL] OK, sure, I can assist you with uh filing a claim instructions. And may I have a callback number just in case we get disconnected, Ms. [PII].
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] OK, thank you. And may I have the policy number?
[CUSTOMER][NEUTRAL] Yes, 244-2603.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] For security, I need to verify your date of birth, the mailing address and email address on file.
[CUSTOMER][NEUTRAL] My date of birth is [PII]. My mailing address is [PII], and my email address is [PII].
[AGENT][NEUTRAL] OK, thank you. And you have a specific questions about filing a claim or do you just need um instructions?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, so I filed a claim, uh, in November of last year and I gave the hospital my APL insurance information and it doesn't look like anything come through to you guys or or maybe you can confirm if you guys have received anything from them if you haven't, um, I have the itemized uh bill and I just need to know how to get that to you guys.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK. No, we have not received any claims from the providers or the hospitals. Um, it looks like um you need to send us the itemized bill together with the claim form. The claim form you can find it in our website at [PII].
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] So I think I submitted a claim form for my hospital indemnity claim. Can you check that?
[CUSTOMER][NEUTRAL] Uh, because I started the claim and I'm, I wanna say the claim form is what I filled out, but I, I miss, I was missing the.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Itemized which I have now.
[AGENT][NEUTRAL] OK. Let me go ahead and go over the documents that we have received. Um, do you mind holding for me?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, not at all, that's fine.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding and being patient for you, Ms. [PII]. OK, I went ahead and um read over all the explanation of benefits in the notes and it looks like, um, yeah, we're just needing the itemized bill with the diagnosis codes and procedure codes and charge amounts.
[CUSTOMER][NEUTRAL] OK, um, so I got that in the mail. Is it just as simple as taking a picture on my phone and uploading it on the OSC, uh, website, or do you guys need it in a specific format?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm, no, um, you can take a picture now, um, sometimes it depends um how good the resolution is because, uh, the pictures sometimes, you know, they come in good, sometimes they come in blurry. So, um, it's best to scan it and send it, but if there's no other option, you can always just take a picture and send it and let us look into it and see if we got it correctly.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I understand that.
[CUSTOMER][NEUTRAL] OK, yeah, I don't have a scanner so if I take a picture and upload, do I, should I just wait a couple weeks and then reach out to you guys to make sure the pictures were good or will you guys let me know if the pictures were not good?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, once you send it in, I will just go ahead and give it about um.
[AGENT][NEUTRAL] Um, if you're gonna do it through the OST, you can call us.
[CUSTOMER][NEUTRAL] I guess how long is the review process?
[AGENT][NEUTRAL] Yeah, like you, if you did it through the OSC you can always call us like right away and we can look into the pictures and see if they're legible or not. Mhm yes.
[CUSTOMER][POSITIVE] Oh, OK, I will do that then, yeah, I'll do that.
[AGENT][NEUTRAL] OK. All right. All right.
[CUSTOMER][POSITIVE] OK. All right, well, thanks for your help.
[AGENT][POSITIVE] Is there anything I can help you today? Any other questions or concerns?
[CUSTOMER][POSITIVE] No, that's it. I'll give you guys a call back once I get all of this uh uploaded and make sure you guys have everything you need.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Hm
[AGENT][POSITIVE] Yeah, right. Well, you're welcome and thank you for calling APL. You have a good day, Ms. [PII], OK.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye