AccountId: 011433970860
ContactId: a5dbb844-7aa3-4d3d-a733-3f86007f9f7d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 898969 ms
Total Talk Time (AGENT): 252880 ms
Total Talk Time (CUSTOMER): 438611 ms
Interruptions: 3
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/a5dbb844-7aa3-4d3d-a733-3f86007f9f7d_20250513T14:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I have one of your hospital indemnity.
[CUSTOMER][NEUTRAL] Um, policies through my, well, I got it, um, I was trying to sign in and it tell it tell me I have the wrong group number or they can't find me or something, so I was hoping you could steer me in the right direction, please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Uh, do you have your account or policy certificate number, [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am. It's 215.
[CUSTOMER][NEUTRAL] 3907.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and could you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much. And could I get a good callback number in case we are disconnected?
[CUSTOMER][NEUTRAL] Yes, ma'am. It's [PII].
[AGENT][NEUTRAL] OK, just need 2 more pieces of information. What is your address?
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] CR 13
[CUSTOMER][NEUTRAL] Columbus, New Mexico.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then lastly your email address.
[CUSTOMER][NEUTRAL] OK. It's [PII], this is all lowercase, all one word. [PII]
[AGENT][NEUTRAL] Uh, it looks like we have a school or a work email.
[CUSTOMER][NEUTRAL] OK. I, I did, I do have a school for a work email. I'm retiring at the end of, uh, well, at the end of school. Do you need my school work number, I mean my school email?
[AGENT][NEUTRAL] Uh, yeah, but we can change it if you'd like to update it, we can definitely do that because the email is required to um get into the uh online account.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Well, I get
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. My, my school email is [PII].
[CUSTOMER][NEUTRAL] At public-schools.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Do you wanna go ahead and change it though since you'll be retiring?
[CUSTOMER][NEUTRAL] Yes, ma'am, please.
[AGENT][NEUTRAL] OK, and what
[CUSTOMER][NEUTRAL] And do you have the very first parts?
[AGENT][NEUTRAL] Uh, no, will you give me that new email address? What was that, uh?
[CUSTOMER][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh, I'm gonna, I'm gonna say it as a word, it'sy [PII], but [PII] all lowercase, so it's [PII].
[CUSTOMER][NEUTRAL] D I A N E.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so [PII]
[CUSTOMER][NEUTRAL] That's it.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, [PII]
[CUSTOMER][NEUTRAL] Yes, ma'am. And that's [PII].
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK, OK, we've got that updated. OK, so are you in front of your computer, um, on the site?
[CUSTOMER][NEUTRAL] Yes, ma'am, I am.
[AGENT][POSITIVE] OK, perfect. Let's get logged in.
[CUSTOMER][NEUTRAL] Yes, uh, um, yeah, I'm on my APL where it says.
[CUSTOMER][NEGATIVE] Log in, I couldn't log in and no new user, I couldn't new user.
[AGENT][NEUTRAL] OK, so what you want to do is, let me get this pulled up real quick.
[AGENT][NEUTRAL] OK, so new user you're gonna choose I'm an individual.
[CUSTOMER][NEUTRAL] OK, let me go do that.
[CUSTOMER][NEUTRAL] OK. I'm an individual.
[AGENT][NEUTRAL] X
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you'll need last name.
[CUSTOMER][NEUTRAL] Last name?
[CUSTOMER][NEUTRAL] OK. Do you want my social or my policy number?
[AGENT][NEUTRAL] It's gonna be your full social.
[CUSTOMER][NEUTRAL] Oh, it says social.
[CUSTOMER][NEUTRAL] OK, no problem. Do I need the dashes?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Zip code
[CUSTOMER][NEUTRAL] Got that.
[AGENT][NEUTRAL] And then you'll put in.
[CUSTOMER][NEUTRAL] And I have my home. I
[CUSTOMER][POSITIVE] Good.
[AGENT][NEUTRAL] Um, go ahead.
[CUSTOMER][NEUTRAL] I've got [PII]. OK.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] I put it in my home address, I mean my home email.
[AGENT][NEUTRAL] Yes, yeah, the [PII], yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And date of birth.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, now it says create your account.
[AGENT][NEUTRAL] OK, so that's where you'll create your password and um get that set up.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I just put my lower case, my, my username for everything almost is [PII], so I can remember that.
[AGENT][NEUTRAL] Yeah, I understand.
[CUSTOMER][NEUTRAL] You know, you get old, you gotta make it easier on yourself.
[AGENT][POSITIVE] I know, I totally understand.
[CUSTOMER][NEUTRAL] Password. Does it do, uh, does it do a recommend a strong one, or?
[AGENT][NEUTRAL] I think it does.
[CUSTOMER][NEUTRAL] I don't see that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. I'll just put in this one here.
[CUSTOMER][NEUTRAL] I'd like you to recommend a term, but then, of course, if my computer didn't say it, I'm in trouble.
[CUSTOMER][NEUTRAL] Or your, uh, services.
[AGENT][NEUTRAL] Um, I'm in [PII], so we've got, yeah, right, yeah, I'm in [PII]. We've got offices also in, um, employees in [PII] surrounding area.
[CUSTOMER][NEUTRAL] Still there?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] You've been getting stormed on a bit.
[AGENT][POSITIVE] Oh gosh, yeah, we've had some torrential rain. Yeah, a lot of rain, um, it's finally gone away, which the weather's been real nice, but um it looks like some severe storms over coming over the weekend, so I love tornado season, huh.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Oh no, I'm so sorry.
[AGENT][POSITIVE] Oh, that's all right. I've lived here my whole life, so I'm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, well, I'm in [PII]. I've lived here most, most of my whole life, so not that far away.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. My, my username and password and stuff are still like in red or orange or something. The other ones are blue.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] Oh, OK, it says next.
[CUSTOMER][NEUTRAL] And it's not going to the next.
[CUSTOMER][NEUTRAL] Oh, username must be.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] 120 characters may contain.
[CUSTOMER][NEGATIVE] I don't like my username.
[AGENT][NEUTRAL] Yeah, I know there's certain criteria.
[CUSTOMER][NEGATIVE] Or doesn't like my password.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] And if it doesn't like my username or if it doesn't like my password.
[CUSTOMER][POSITIVE] Oh, I, I looked at the dash and it did OK with my name.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, there's a strong password. I'm gonna use that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We're just getting wind today, of course.
[AGENT][NEUTRAL] Oh, I know, it's very windy there, isn't it?
[CUSTOMER][POSITIVE] Yes, ma'am. It's gonna be 90 something and then strong gusty winds in the west, so one of those lovely days.
[AGENT][NEUTRAL] Oh gosh.
[AGENT][NEUTRAL] Yeah, it's just like a big, big blow dryer.
[CUSTOMER][NEUTRAL] All right, my.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That meeting.
[CUSTOMER][NEUTRAL] OK, I need to verify. I thought I'm on my phone.
[CUSTOMER][NEUTRAL] Hang on just a second.
[AGENT][POSITIVE] Yeah, no problem.
[CUSTOMER][NEUTRAL] Hopefully, I won't disconnect. I sometimes can do this and sometimes not.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] 5.
[CUSTOMER][NEUTRAL] OK. Can I keep you there?
[CUSTOMER][POSITIVE] Oh good.
[CUSTOMER][POSITIVE] These little successes make my day.
[AGENT][POSITIVE] Oh totally.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So what do I need to do next now here just uh
[AGENT][NEUTRAL] Uh, you should be able to log in and then you can see your dashboard, um,
[CUSTOMER][NEUTRAL] There's all of that.
[AGENT][NEUTRAL] Any claims that you filed can upload documents?
[CUSTOMER][NEUTRAL] I have it. OK.
[CUSTOMER][NEUTRAL] So, for upload documents now, do, wait a minute.
[CUSTOMER][NEUTRAL] So I have a printed form. Do I fill that out and upload it first, or?
[AGENT][NEUTRAL] Um, so if you're uploading on our portal, you don't have to complete the form. You can just upload, look at the form and see what's required, and then upload the appropriate information for a claim to be processed.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEGATIVE] The only paper I have is uh about the insured about the patient. I don't have anything.
[CUSTOMER][NEUTRAL] L
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So is it just say go online so here I am, let me see oh those are just directions.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, um, I don't know where to make a claim, but oh, claim forms, so.
[CUSTOMER][NEUTRAL] Believe it or not, I'm a teacher.
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, all right, I'm on claims and forms, claims. Do I have to sign it again?
[AGENT][NEUTRAL] Uh, uh, you can just upload, so what do you have in front of you that you're gonna submit?
[CUSTOMER][NEUTRAL] The only thing I have is just the initial statement of insured about the insured and about the patient. That's all.
[AGENT][NEUTRAL] OK, so we will need
[CUSTOMER][NEUTRAL] So I'm in this is my initial filing a claim. OK, go ahead.
[AGENT][NEUTRAL] OK. Um, so did you go to the doctor? Are you filing an office visit or what, what are you filing for?
[CUSTOMER][NEUTRAL] Uh, uh, well, I've been in the hospital quite a bit in March and April, I was just diagnosed with liver cancer, but I was initially in there for another.
[CUSTOMER][NEUTRAL] For hyponare me low, very low sodium.
[CUSTOMER][NEUTRAL] And I've, I've been in the Clovis Hospital in Lubbock Hospital, back and forth. I would say.
[CUSTOMER][NEUTRAL] The last two weeks of March and pretty much all of April.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Or I don't, I don't have the dates right handy on me, but it's been real.
[CUSTOMER][NEGATIVE] Real confusing thing. I, I got, uh, got my diagnosis on Friday, on I believe the [PII].
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Of April and they started my chemo on the [PII].
[CUSTOMER][POSITIVE] So, it's things are moving really fast for me, so I kind of be a little
[CUSTOMER][NEGATIVE] Confused.
[CUSTOMER][NEGATIVE] So but this tells me you need an itemized bill.
[AGENT][NEUTRAL] That
[CUSTOMER][NEUTRAL] With diagnosis from the provider.
[AGENT][NEUTRAL] Yes, um, yes, that's correct. So we'll need to see like the date of service you were seeing, how much were the charges, um, what hospital you were at, and then, you know, what services were performed with that diagnosis.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right. Now, if I'm at 2 different hospitals, this one claim OK or do I have to do one for each hospital?
[AGENT][NEUTRAL] Um, you can submit them together. Yeah, you can upload the documents together.
[CUSTOMER][NEUTRAL] OK, then.
[CUSTOMER][NEGATIVE] I, I have, um, I've called the billing for both hospitals and they haven't returned my call yet.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] The only other issue I'm having is getting them.
[CUSTOMER][NEUTRAL] Getting the documents uploaded and sent to me as an e-doc so I can upload them.
[CUSTOMER][NEUTRAL] You know, I don't have the the actual documents in like a PDF or anything like that yet.
[AGENT][NEUTRAL] OK, one thing, one thing I could suggest, um, is if, if that hospital you went to, if they have an online account service, is to create that with them, and you may be able to pull your documents from there. So if that's an option. Sometimes you can find, yeah.
[CUSTOMER][NEUTRAL] So I figure out how to get that done, I think.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. So I'm on, right.
[CUSTOMER][NEUTRAL] OK, I'm on the one with [PII] here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They have MyChart. I think Loca My chart. Would that, would that be what you're talking about, you think?
[AGENT][NEUTRAL] Yeah, the my chart sometimes, sometimes they, they will have documents in there that show, you know, the dates of service, all the stuff we just talked about, um, sometimes, so that's that's something you might look at.
[CUSTOMER][NEUTRAL] Uh-huh, OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK. Gosh, I hope they do. That would be surely the easiest way to do that.
[AGENT][POSITIVE] Yeah, exactly.
[CUSTOMER][NEUTRAL] OK, so I need to not claim a form and, I mean make a claim until I have all that stuff, is that correct?
[AGENT][NEUTRAL] Yeah it's just if you do it beforehand we're just gonna request that the information we need so you can gather all that together.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right, I understand.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what's your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] [PII], you've been so helpful. I really do appreciate it.
[AGENT][POSITIVE] Well, it's great talking to you, Ms. [PII], and I sure hope you have a great day. And is there anything else I can help with today?
[CUSTOMER][NEUTRAL] I don't think so. Um,
[CUSTOMER][NEUTRAL] I said I've, I've been in a whirlwind with all this diagnosis and first initial treatments and everything, and I'm trying now to catch up with the paperwork that needs to go along with it, so.
[AGENT][POSITIVE] Totally understand.
[CUSTOMER][NEUTRAL] I'm, I'm maybe going back, who knows.
[AGENT][POSITIVE] Well we're here for you.
[CUSTOMER][POSITIVE] But I really do appreciate your help.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. Thank you so much. Bye-bye.
[AGENT][POSITIVE] Thank you. I hope you have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. You too.