AccountId: 011433970860
ContactId: ad22e4c0-623e-4ff2-88e9-de532df5106c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203899 ms
Total Talk Time (AGENT): 127254 ms
Total Talk Time (CUSTOMER): 68762 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/ad22e4c0-623e-4ff2-88e9-de532df5106c_20250429T19:45_UTC.wav
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[AGENT][NEUTRAL] Good afternoon thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm trying to submit a hospital indemnity claim, and I have my documents uploaded. I was going to see if there was an email address that I could forward those to.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, Ms. [PII], so you're trying to file a hospital indemnity claim, you said, and you've uploaded it into your portal?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, well, I don't know about my portal. Yes, I just was gonna see if there was an email address.
[AGENT][NEUTRAL] But you're wanting to
[AGENT][NEUTRAL] OK, so yes ma'am, I'll be able to help you with this, uh, but first I'll need to pull up your information and verify some things with you first for security. So what is a good call back number for you first off?
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. And then your policy number?
[CUSTOMER][NEUTRAL] It's 02463545.
[AGENT][POSITIVE] OK, thank you. So give me a couple of moments please to get your information pulled up.
[AGENT][NEUTRAL] OK, and then Ms. [PII], uh, I will need to verify, as I said, several things with you for security and any information provided would be a verification of benefits and not a guarantee of payment. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and then the phone number that we showed for you is the same as the one that you gave me, so that is your best contact number, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, thank you and lastly your email address and this does appear to be your work email.
[CUSTOMER][NEUTRAL] Correct, it's [PII].
[AGENT][POSITIVE] OK, thank you. Alright, so I do see that you are set up on our portal, the online service center you set up your profile in that, so you can upload your claims there, Miss [PII] and I actually have a user guide that explains how to set up your profile, but it also explains how to upload information into the portal that I'll be happy to email you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But we cannot accept claims information via email. You can't email claims to us for security reasons.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] But I can upload it.
[AGENT][NEUTRAL] Yes ma'am, you can upload it into that secured portal. Mhm, you can. So would you like for me.
[CUSTOMER][NEUTRAL] I, I, I can't upload them, OK.
[CUSTOMER][NEUTRAL] OK, if you could send me.
[AGENT][NEUTRAL] Oh, I'm sorry. Would you like for me to spell that?
[CUSTOMER][NEUTRAL] Yes, if you, you're, we're talking over each other, but yes.
[AGENT][NEUTRAL] Alright, so just one moment.
[AGENT][NEUTRAL] So the email that I will send to you will come from care team at [PII] and I will put APL online service center in your subject line for you so that you can recognize that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And you should have that for me within just a couple of minutes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Well, you're very welcome. Is there anything else I could help you with this afternoon?
[CUSTOMER][POSITIVE] That's it. Thank you.
[AGENT][POSITIVE] OK, Ms. [PII]. Well, thank you for calling APL and I hope you have a nice evening.