AccountId: 011433970860
ContactId: a2860677-8213-4765-a0be-5ea55d75d594
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 339100 ms
Total Talk Time (AGENT): 168402 ms
Total Talk Time (CUSTOMER): 109629 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/a2860677-8213-4765-a0be-5ea55d75d594_20250428T13:36_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I'm trying to confirm that you've received some claims for me.
[AGENT][NEUTRAL] OK, well I'll be more than happy to um look for you and see if we received the claims. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] Uh, I don't have a policy number per se. I've got my Social Security if that helps.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh yes ma'am, we can use that if you're OK with that.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for the policies to come up here. Hold on one moment.
[AGENT][NEUTRAL] And is this for your hospital indemnity policy or?
[AGENT][NEUTRAL] The cancel policy.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEGATIVE] Both. I have currently have cancer and ended up in the hospital septic.
[AGENT][NEUTRAL] Oh, both? OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on one moment, let me check this one first.
[AGENT][NEUTRAL] OK, Ms. [PII], can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] At mailing address is [PII].
[CUSTOMER][NEUTRAL] And uh should be [PII].
[AGENT][NEUTRAL] Yes, and thank you so much for verifying your information. All the information provided is a verification of benefits, not a guarantee of payment. So I searched the hospital indemnity policy first, but so so far there's nothing um here. When did you send it?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, the hospital sent it for me, and they sent it in the beginning of April. And that's why I'm checking because I think the dingbat sent it to the wrong person.
[AGENT][NEUTRAL] OK, um, so let me check the other, um, so that's the hospital name. Let me go to the other one. Hold on one second and see if there's.
[AGENT][NEUTRAL] Yeah, there's nothing here either. So I can give you our fax number, our claims mailing address, um, I'll get and we also have a payer ID in case they want to send it like electronically um to give to them, but there's no like filing limit for our policy, so as long as it's active, you can file at any time, so you don't have to worry about it, like deadline.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What do you need for the cancer policy?
[AGENT][NEUTRAL] So, typically they'll send the claim form, the um universal bill with all the diagnosis codes, procedure codes, all the charges, and then like if, if like proving a positive diagnosis, then like the pathology report, but usually the billing and the claim form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Billing and claim. Billing claim pathology. OK.
[AGENT][NEUTRAL] And then the same would be for the hospital indemnity, um, except, well, I think for certain things they do ask for it, so it would be the same thing.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, so I'll get them to refax these to both of these. They can they just send it to one fax number with both claims or do they need to send it separate?
[AGENT][NEUTRAL] Let me see if the hospital indemnity, hold on one second.
[AGENT][NEUTRAL] Um, they can send it to the same place. Did you, what fax number, well, did you want me to give you the fax number?
[CUSTOMER][NEUTRAL] Yeah, because she sent it to principal. I don't know why she did that.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Um, so our fax number is 877.
[CUSTOMER][NEUTRAL] 877
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 365
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK. And she can send both of these cover sheets, ones for hospital indemnity, once the cancer claim, and then all of the supporting paperwork, all at one time, right?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yes, and it's gonna be um attention APL claims department.
[AGENT][NEUTRAL] And let me give you your policy numbers also.
[CUSTOMER][NEUTRAL] Attention APO plan.
[AGENT][NEUTRAL] Because the form's gonna ask you for.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The um the policy number. So your cancer policy number is 2010603.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hostel indemnity is 2010631.
[CUSTOMER][POSITIVE] 631. OK, great. Thank you so much.
[AGENT][POSITIVE] You're very welcome. Well, was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] No, I think we got it. Thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye bye.