AccountId: 011433970860
ContactId: a74ec69e-b520-45bc-a341-7d7b3bea0b80
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 630700 ms
Total Talk Time (AGENT): 209592 ms
Total Talk Time (CUSTOMER): 219251 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/a74ec69e-b520-45bc-a341-7d7b3bea0b80_20250304T19:34_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hello, this is, uh, [PII].
[CUSTOMER][NEUTRAL] Uh, policy number 02551388.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Um,
[AGENT][POSITIVE] Good, I'm sorry.
[CUSTOMER][NEUTRAL] Um, address [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And your date of birth and email address, please?
[CUSTOMER][NEUTRAL] [PII] and [PII]. [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] I do [PII].
[AGENT][NEUTRAL] OK. And how may I assist you today, uh, today, Mr. [PII]?
[CUSTOMER][NEUTRAL] Alright, so the, uh, the PDF file that y'all send me to, uh, post a claim, I forgot last time it's, uh, it's, it's, uh, got a lock on it but you can't send it, download it or uh or get it printed out so I need you to fax it to uh a number.
[CUSTOMER][NEUTRAL] So I can uh get filled out and get it sent back in so I can post the claim.
[AGENT][NEUTRAL] OK, and what is it that was in a, was it a claim form?
[CUSTOMER][NEUTRAL] Uh, the
[CUSTOMER][NEGATIVE] Yes, it, it's the, uh, it's a form to fill out, uh, to get a claim started. The portal never works for me, so I, I would rather do it this way.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We had trouble last time and this was the only way we could get it done.
[AGENT][NEUTRAL] OK, so you'd rather fax it, you don't want us to try to email?
[CUSTOMER][NEUTRAL] Yeah, we, uh, the, the email, uh, the PDF file on the email is, uh, it's got a lock on it where you can't, uh, download it to, uh, a printer. You can't send it nowhere. It's locked to your phone and you can't fill it out on the phone. It would have to be like a a computer or something like that and.
[AGENT][NEGATIVE] Oh that's not good.
[CUSTOMER][NEUTRAL] Everything I know is locked down on my phone.
[CUSTOMER][POSITIVE] So it's easier to do it over fax.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, uh, give me one moment let me pull up this claim form.
[AGENT][NEUTRAL] OK, and what's your uh fax number or what's the fax number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 746.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and that's [PII]?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK, give me half a moment, I'll fax it over to you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK. I just put it to your name.
[CUSTOMER][NEUTRAL] Uh, yes, that, that's fine.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Very
[CUSTOMER][NEUTRAL] Is there a limit on how many days in the hospital that, uh, that it stops on?
[AGENT][NEUTRAL] Uh, let me check, let me pull up your policy to see.
[CUSTOMER][NEUTRAL] That things out.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] See, and I just faxed it over so hopefully you should receive it in a few moments.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, see.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Of course, let me see. I think it's a limit of 10 days, that's what I'm seeing on the policy.
[AGENT][NEUTRAL] A max of 10 days or so.
[CUSTOMER][NEUTRAL] Yeah, alright.
[AGENT][NEUTRAL] Hospital confinement benefits.
[CUSTOMER][NEUTRAL] Uh, is that per year or per claim?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Looks like it's per year.
[CUSTOMER][NEGATIVE] Oh, that sucks.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] Alright, well I'm gonna max that out.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I want, well, let me see, I wanna make sure.
[AGENT][NEUTRAL] As for the mission separated by 90 days.
[AGENT][NEUTRAL] Yeah, it looks like um I want to double check, but it looks like it's a per calendar year per confinement.
[CUSTOMER][NEUTRAL] Yeah, so, so, so it's not every 90 days?
[AGENT][NEUTRAL] Uh, that's for, it looks like the hospital admission benefit. Uh, there's two separate benefits, one for being admitted, first time being admitted in the hospital, and then there's a daily hospital benefits.
[CUSTOMER][NEUTRAL] Right, and then the ICU and then daily uh ICU.
[AGENT][NEUTRAL] Right. Yes, sir.
[AGENT][NEUTRAL] Let's see. OK, yeah, it looks like it's up to 10 days per calendar year.
[AGENT][NEUTRAL] For the hospital confinement. OK, did you receive that um claim form? Did it come through?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, the phone was just ringing a second ago. We're trying to see if that that was it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's it. That's it.
[AGENT][POSITIVE] OK, good deal. Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Uh, it hasn't come through yet.
[AGENT][NEUTRAL] Oh, it hasn't. OK.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Uh
[AGENT][NEGATIVE] I don't know why it shows a lock on it, um.
[AGENT][NEUTRAL] It shouldn't be, but give me one second. I double check something.
[CUSTOMER][NEUTRAL] You wanna try sending it again?
[AGENT][NEUTRAL] I can. Give me one moment.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] It was like that the other day but no energy.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] 3
[CUSTOMER][NEGATIVE] I couldn't sit, sit behind the desk and do nothing all that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you know what I mean, manual labor.
[CUSTOMER][NEGATIVE] I couldn't do it. I'd be sleeping.
[CUSTOMER][NEGATIVE] I'd be fired so biased.
[AGENT][NEUTRAL] OK. I've just sent it again, so hopefully it should come through.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said [PII], correct?
[CUSTOMER][NEUTRAL] That's, that's it.
[AGENT][NEUTRAL] Awesome. Well, hopefully it comes through. I hadn't received anything from my end showing that it cleared.
[CUSTOMER][NEUTRAL] I like
[AGENT][NEUTRAL] How's the weather in y'all's area? I see you live in [PII].
[CUSTOMER][NEGATIVE] Yeah, it, it was, uh, it, it was kind of bad this morning.
[CUSTOMER][NEUTRAL] We, uh, we had to hold on.
[AGENT][NEUTRAL] Did y'all have any tornadoes or anything?
[CUSTOMER][NEUTRAL] That they said it was tornadoes, uh, all over the place, but I didn't get hit by one and I was right, right in the path of it.
[AGENT][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] They said it was out in [PII] and it winded up, uh, being in home.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I think it's coming our way. We live in, well, I'm in [PII] and it's already the strong winds.
[CUSTOMER][NEUTRAL] What part of [PII]?
[AGENT][NEUTRAL] Uh, [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So you ought to be getting hit within the next hour or two, really hard.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] The wind is going, and it is trash day, so it's trash everywhere.
[CUSTOMER][POSITIVE] Very nice.
[AGENT][POSITIVE] So, but I'm praying everything works out good.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEGATIVE] You can't you can't download it to to to.
[CUSTOMER][NEUTRAL] get it printed out. It's got that lock on.
[AGENT][NEUTRAL] It's still it's not printing?
[CUSTOMER][NEGATIVE] No, it's just not doing that.
[AGENT][NEUTRAL] Um, trying to think of another way.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Hold on, something's happening.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it's a
[AGENT][NEUTRAL] You said it's coming through?
[CUSTOMER][POSITIVE] Yeah, that's right.
[AGENT][POSITIVE] OK, good deal.
[AGENT][NEUTRAL] So you might get 2 copies.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I will get this
[CUSTOMER][NEUTRAL] Filled out
[AGENT][NEUTRAL] OK, and it does.
[CUSTOMER][NEUTRAL] And there's the other one.
[AGENT][NEUTRAL] Well, it's best to have more than less, but um it should have our mail address and the fax number on there and if you set up on the OSC uh you can upload into the system.
[CUSTOMER][NEUTRAL] Um, yeah, I'm not doing all that. We just got, we, we're the same way we did last time, but, uh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that'll work.
[CUSTOMER][POSITIVE] So yeah, I will go get the uh the forms from the hospital and get that ready and have everything shipped back.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh well I guess uh what's this?
[CUSTOMER][NEUTRAL] I'll send it back to the fax number the [PII].
[AGENT][NEUTRAL] Uh, yes.
[CUSTOMER][NEUTRAL] All right, I'll, I'll fax all the medical papers back, uh, along with the APLC.
[AGENT][POSITIVE] OK. Well, uh thanks for thanks for calling APL. You have a great day.
[CUSTOMER][NEUTRAL] My grand
[CUSTOMER][POSITIVE] You too. Thank you. Bye bye.
[AGENT][POSITIVE] Thank you, bye.
[CUSTOMER][NEUTRAL] Oh