AccountId: 011433970860
ContactId: a60d7eb3-511e-4a72-a39c-0306327e07f3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 461390 ms
Total Talk Time (AGENT): 229891 ms
Total Talk Time (CUSTOMER): 186190 ms
Interruptions: 6
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/a60d7eb3-511e-4a72-a39c-0306327e07f3_20250519T16:26_UTC.wav
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[CUSTOMER][NEUTRAL] 6 minutes.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Good morning, Ms. [PII]. How are you doing today?
[AGENT][POSITIVE] I'm doing well. How are you doing today, sir?
[CUSTOMER][NEUTRAL] I guess I could be doing better. I need to see if I'm making a claim with on my hospital part of my plan.
[AGENT][NEUTRAL] OK, I can help you file a claim. May I please get your name and your callback number just in case the call is disconnected, sir.
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Last name is [PII]
[CUSTOMER][NEUTRAL] Phone number [PII].
[AGENT][NEUTRAL] OK, and then [PII], what is your policy number, sir?
[CUSTOMER][NEUTRAL] What is my what?
[AGENT][NEUTRAL] Your policy number or your certificate number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Policy number
[CUSTOMER][NEUTRAL] OK, policy number is 02617851.
[AGENT][NEUTRAL] OK, let me look that for you.
[AGENT][NEUTRAL] OK, [PII], for security reasons I'm gonna need for you to verify your policy for me. Can you please give me your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the email is [PII].
[AGENT][NEUTRAL] Thank you, sir. I appreciate you verifying your policy for me. OK, are you signed up for the online service center, sir?
[CUSTOMER][NEUTRAL] No ma'am, I did not do that. I'm not sure how to do that.
[CUSTOMER][NEGATIVE] I can't be
[AGENT][POSITIVE] OK, I can help you with that also.
[AGENT][NEUTRAL] Um, if you go to our, our, um, website, let me give you the address.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It is
[CUSTOMER][NEUTRAL] Um, right now I can't go anywhere. I got you on the phone.
[AGENT][NEUTRAL] Well, if you wanna write it down.
[AGENT][NEUTRAL] That way you can go in at your convenience.
[CUSTOMER][NEUTRAL] Is it is it the same address that's on the back of the card?
[CUSTOMER][NEUTRAL] Is it, is it the same one?
[AGENT][NEUTRAL] Yeah, the secured. [PII].
[CUSTOMER][NEUTRAL] And [PII] number and log in, yes, I have that.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, that's it. OK, so when you sign up in the online center, the first step is you're gonna choose that you're a new user.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And then the second step you're going to choose is you're an individual with an APL policy.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And then you and then you'll decide what you want your username and password to be.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then when you get in to the online service center you're gonna click on um your hospital indemnity.
[AGENT][NEUTRAL] Policy which is the policy number you gave?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Uh, and then you're gonna choose claims and forms.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And when you get to claims and forms you're gonna on the right hand side.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] You're gonna click claims and forms and then it's gonna pull up all of our claim forms for you.
[AGENT][NEUTRAL] And you're going to choose the hospital indemnity claim form.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And, and you'll fill that out and on the top, the very first page of the claim form at the very top of it, it tells you everything that you need to send in with your claim form.
[CUSTOMER][NEGATIVE] Now how am I supposed to do that? I'm supposed to copy that off the off the computer?
[AGENT][NEUTRAL] Yeah, you can just download it on your computer.
[AGENT][NEUTRAL] And then when you're ready when you've got all your documents that you need you can upload it from the online service center right there in the computer and it'll send you a confirmation number that we've received it and then also give you updates as they're doing the process of the claim.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so can we do this now when I have you while while I'm on the phone with you or no?
[CUSTOMER][NEUTRAL] Can you do the claim or I have to do it later?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Do you have your itemized statement with your diagnosis and procedure codes from the facility that you went to? They sent that to you?
[CUSTOMER][POSITIVE] Yes I do. I'm, yes I do. I'm, I'm.
[CUSTOMER][NEUTRAL] Yes ma'am, I'm looking at it. I got it. I'm looking at it right here in my hand, the discharge papers.
[AGENT][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] OK, and it has the itemized statement.
[CUSTOMER][POSITIVE] Wow
[AGENT][NEUTRAL] With the diagnosis codes and procedure codes.
[CUSTOMER][NEUTRAL] Let me see um.
[CUSTOMER][NEUTRAL] So nothing else. Um, let's see, where is it at? All it tells me is it says a final impression of what they gave me and that was it.
[AGENT][NEUTRAL] OK, so you'll need to get.
[CUSTOMER][NEUTRAL] Um, I don't know what codes.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] They got some numbers on it. It's uh behind what they diagnosed it that they got some numbers.
[CUSTOMER][NEUTRAL] A bunch of numbers
[CUSTOMER][NEUTRAL] No I'm
[AGENT][NEUTRAL] OK. Do any of them start with a D or?
[AGENT][NEUTRAL] For your diagnos
[CUSTOMER][NEUTRAL] They start with an I, a C.
[CUSTOMER][NEUTRAL] An R
[CUSTOMER][NEUTRAL] Um, and then they have one thing that says suddenly DCT and it has uh a bunch of numbers behind that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, they did X-rays while I was there.
[AGENT][NEUTRAL] OK. Does it say itemized statement on it?
[CUSTOMER][NEUTRAL] That's a difficult.
[CUSTOMER][NEUTRAL] Um, it just says final impression.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Amended on, created on.
[AGENT][NEUTRAL] OK, so you're going
[CUSTOMER][NEUTRAL] I give you an account number.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes, sir. So you will need to get from them and it's called an itemized statement with diagnosis and procedure codes.
[CUSTOMER][NEUTRAL] I'm just trying not to do.
[CUSTOMER][NEUTRAL] Right. OK, so that means I'm gonna have to go back to the hospital.
[AGENT][NEUTRAL] Yes, if you can get them or even call them and see if they can email it to you even.
[CUSTOMER][NEUTRAL] I, I'm, I, I'll go back to the hospital. It's right down the road from where I'm at. I'll go back before I go home.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK, OK, so long as it's not out of your way.
[CUSTOMER][NEUTRAL] OK, not a problem. Yeah, I, I got, I got codes on there, but I don't, I'm not sure if that's the one you're looking for.
[AGENT][NEUTRAL] Right, and, and it should say itemized.
[CUSTOMER][NEUTRAL] That's the only code they give me.
[AGENT][NEUTRAL] It may, it may say it should say itemized statement.
[CUSTOMER][NEUTRAL] It says
[CUSTOMER][POSITIVE] It gives me uh uh final impression of what they did and what they discovered and it gives me a bunch of numbers to go behind it.
[CUSTOMER][NEUTRAL] And it gives you the date that it was done and whatnot that's written on the paperwork.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. So, uh, does it look like a bill?
[CUSTOMER][NEGATIVE] No, it doesn't look like a bill. It's what they give you when you leave, telling you your directions and whatnot when you sign out.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, that's the discharge summary it looks, sounds like. OK, so what you're gonna need is the itemized statement and that looks like a bill.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, I'm, I'm gonna go back over there and ask him for an autoized statement. All right, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're so welcome. Is there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] Alright, you have a
[CUSTOMER][NEGATIVE] No, ma'am, that's fine. You're not gonna get that today.
[AGENT][POSITIVE] OK, well, you have a blessed day and thanks for calling ATO. Yes, sir. And call us back if you need further help. Bye-bye, sir.
[CUSTOMER][POSITIVE] I, I, I'll get that taken care of.
[CUSTOMER][POSITIVE] Thank you. All right. Bye-bye.
[CUSTOMER][NEUTRAL] Yes ma'am bye bye.