AccountId: 011433970860
ContactId: a15308b3-f2dc-4422-a78e-6edf42816438
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 508260 ms
Total Talk Time (AGENT): 248665 ms
Total Talk Time (CUSTOMER): 176248 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/a15308b3-f2dc-4422-a78e-6edf42816438_20250218T17:34_UTC.wav
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[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Thank you for calling this is.
[CUSTOMER][NEUTRAL] Yes, I have a question. I have a question in regards to my critical illness benefits that I have, and on the plan that I have, I have the plan too, which is you guys will disperse 20,000. How do y'all disperse that out?
[AGENT][NEUTRAL] OK, um, I can help you with your benefit questions. Can I please get your name and your phone number?
[AGENT][NEUTRAL] And your policy number please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't have my policy number. Can I give you my social?
[AGENT][POSITIVE] Yes, ma'am, that'll work.
[CUSTOMER][NEUTRAL] OK. OK. My name is [PII]. [PII] is spelled [PII]
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] What else do you need my name?
[AGENT][NEUTRAL] Is your phone number?
[CUSTOMER][NEUTRAL] My
[CUSTOMER][NEUTRAL] My cellphone number is [PII].
[CUSTOMER][NEUTRAL] And my social is [PII].
[AGENT][NEUTRAL] OK, let me find your policy real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII], can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] OK, my address is [PII], my um.
[CUSTOMER][NEUTRAL] My email address is [PII].
[CUSTOMER][NEUTRAL] What else did you need?
[AGENT][NEUTRAL] Your cell phone number?
[CUSTOMER][NEUTRAL] Cell phone number is [PII].
[AGENT][NEUTRAL] OK thank you I appreciate you verifying your policy for me and if we get disconnected is that cell phone number a good number to call you back on?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. OK, so.
[AGENT][NEUTRAL] You're checking in about your group critical illness policy and you want to know how the benefit is paid?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so you would need to file a claim. I can give you our website where you can get the claim form.
[CUSTOMER][NEUTRAL] I already have the claims form and I have it uh at my doctors. Yes, ma'am.
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] You do.
[AGENT][NEUTRAL] OK, so once the claim is filed, you can send it in.
[AGENT][NEUTRAL] Electronically, um, if the doctor's office will do that for you, I can give you the payer ID number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, can you go ahead and give me the payer ID number?
[AGENT][NEUTRAL] Yes, ma'am. It's 60801.
[AGENT][NEUTRAL] You can fax in the claim.
[AGENT][NEUTRAL] And I can give you that number.
[CUSTOMER][NEUTRAL] Uh, is that the same number that's at the bottom of the paper?
[AGENT][NEUTRAL] The [PII] number?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and then you can also mail in the claim at APL claims and that's [PII].
[AGENT][NEUTRAL] And that's in [PII] City, [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK, she's gonna fax it to you.
[AGENT][NEUTRAL] She's gonna fax it. OK, good, good deal. Now on that claim form when you got it off of the um Internet off of our website, that very first page has a cheat sheet on it so you know exactly what you need to send in with your claim.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am, um, I had that attached to it already.
[AGENT][POSITIVE] OK, awesome, awesome, so they, um, once the claim is received.
[AGENT][NEUTRAL] and the examiners look at it. Once we get it, it takes 7 to 10 business days to examine the claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I get that.
[CUSTOMER][NEUTRAL] So, if the claim is approved.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] How do you guys disperse the money? How do you do like the full 20,000 or is it paid out of uh per month?
[AGENT][NEUTRAL] Uh, I would have to transfer you on over to the claims department so that they can answer that question for you because um I'm not sure how they do it. I know that they'll do it by check or they can direct deposit if you give the direct deposit information through the.
[AGENT][NEUTRAL] Authorization form, but if you would like, I could transfer you to an examiner so that they can help you.
[CUSTOMER][NEUTRAL] Yeah, go ahead and just have them to transfer me. Go ahead and transfer me. Well, let me ask you a question before you go. This T sheet that you have on here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, I only have to pick the documents that apply to me, correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, so I only need the things that apply to me, OK.
[AGENT][NEUTRAL] Yes, ma'am. OK.
[CUSTOMER][NEUTRAL] OK, yes ma'am, so you can transfer me.
[AGENT][POSITIVE] Alright, it's gonna be a brief hold, yes thank you it's gonna be a brief hold. I'm gonna transfer you on over. I hope you have a good day and thank you for calling APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. You too.
[AGENT][NEUTRAL] All right. Bye-bye.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Ferring.
[CUSTOMER][NEUTRAL] On APL, this is [PII]. How may I assist you today?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. I've got an insured on the phone. Her name is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Her policy number is 239-02992 and she's at the doctor's office and she's working on her claim, and they are wondering how is the money dispersed? Is it all at one time for critical illness or does it come every month a certain amount?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] If the claim is approved.
[CUSTOMER][NEUTRAL] It's just one amount. Um, this is, it's not monthly.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, I, I wasn't sure if you guys like dispersed it a check a month if they asked for that or not, but that's what her question.
[CUSTOMER][NEUTRAL] I just, this is
[CUSTOMER][NEUTRAL] OK, cause this is, yeah, it's not like disability. Disability, you get it once per month.
[AGENT][NEUTRAL] OK, I'll let her know that then.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you [PII].
[CUSTOMER][POSITIVE] You're welcome. Bye-bye.
[AGENT][NEUTRAL] All right, bye bye.
[AGENT][NEUTRAL] Hi [PII], this is [PII] with you again. So [PII] and the claims department did let me know that if the claim is approved and everything comes in all right, you get one lump sum check.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] The only way that they do it.
[CUSTOMER][NEUTRAL] On that sound check, OK.
[AGENT][NEUTRAL] Yeah, the only way they do it monthly is this is if it's a disability claim.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All righty. OK. All right. Bye.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] All right. You're welcome, Ms. [PII]. You have a good day. Yes.
[CUSTOMER][NEUTRAL] 00, hold on, I have one more question. Hold on, I have one more question before you go. The payer ID number, where on the form do I does this, this number need to go?
[AGENT][NEUTRAL] Um, you can actually write it up at the top because of what the payer ID number is, it's for the doctor's office to to file your claim electronically.
[CUSTOMER][NEUTRAL] OK, so that's what I need to let my nurse know. OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, I will cause I took the papers to him yesterday, but I'll um.
[CUSTOMER][NEUTRAL] I'll go see her today and and put this number at the top of it.
[AGENT][NEUTRAL] OK. Yes, ma'am.
[CUSTOMER][NEUTRAL] Or call them and let them know if don't need to go in there. OK, alright, thank you.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] You're welcome, Miss [PII]. Bye-bye and thanks for calling APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK bye.