AccountId: 011433970860
ContactId: ad3dc4c7-7fc6-4faa-a3d9-6f2db01ac118
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 747150 ms
Total Talk Time (AGENT): 261196 ms
Total Talk Time (CUSTOMER): 308021 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/ad3dc4c7-7fc6-4faa-a3d9-6f2db01ac118_20250429T16:33_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um yes I was calling to see what I need to do to start a claim.
[AGENT][NEUTRAL] Of course, I can help you with claims today.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, my policy number is 02541737.
[AGENT][POSITIVE] OK, perfect, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and then I just need to verify a couple pieces of information. Can I have your first and last name and date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, and then the mailing address we have on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then your email address?
[CUSTOMER][POSITIVE] Um, [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so it looks like we have a different email on file.
[CUSTOMER][NEUTRAL] Is it [PII].
[CUSTOMER][NEUTRAL] Or
[AGENT][NEUTRAL] Mhm. Would you like me to change that to the other one?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, one's my work and the other one is my personal. You can just leave it as my work for right now. That would be fine.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK, so it looks like this is a hospital indemnity plan.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and you're wanting to file a claim yourself?
[CUSTOMER][NEUTRAL] For my husband, yes.
[AGENT][NEUTRAL] Your husband, OK.
[AGENT][NEUTRAL] OK, so you want to go on to [PII]?
[AGENT][NEUTRAL] Or I'm sorry, [PII] and we have our claims.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] What was it again?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And and so that's our OSC website so if you guys would like to create an account, you can submit your claims in there and you can also look at like claim status.
[AGENT][NEUTRAL] And see your benefits. Mhm.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it says that the site cannot be reached AM [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] So it's [PII] and then do [PII].
[CUSTOMER][NEGATIVE] Yeah, no.
[CUSTOMER][NEUTRAL] So with a [PII]
[AGENT][NEUTRAL] Yes, ma'am. [PII]. Mhm.
[CUSTOMER][NEUTRAL] Is it with a [PII], OK.
[AGENT][NEUTRAL] Yeah. Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Let's try this again.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] [PII] OK I.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I am OK, I will get this going then.
[AGENT][NEUTRAL] OK, and then since you guys.
[CUSTOMER][NEUTRAL] Is that all I need to do?
[AGENT][NEUTRAL] Yes, um, I can stay on the phone with you too while you create an account. Um, everything has to match.
[CUSTOMER][NEUTRAL] Uh huh go ahead sorry.
[AGENT][NEUTRAL] Our system when you're creating that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If you'd like.
[CUSTOMER][NEUTRAL] It's [PII] [PII], yes, but just to make sure because we're in the hospital now and so I'm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] At [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII].
[CUSTOMER][NEUTRAL] 15 tab [PII] oops, the world 15 tab.
[CUSTOMER][NEUTRAL] 19
[CUSTOMER][NEUTRAL] 75.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Oh no, that's my husband's phone number. What am I doing?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][POSITIVE] OK, I have successfully.
[CUSTOMER][NEUTRAL] Got that down.
[CUSTOMER][NEUTRAL] OK, now it's logging me in.
[CUSTOMER][POSITIVE] [PII] oops.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Verify OK.
[CUSTOMER][NEUTRAL] Hold on, let me enter this password.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so on that website you can check claim status.
[CUSTOMER][NEUTRAL] OK, um.
[AGENT][NEUTRAL] Um, so the claim that you are wanting, the claim form.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is on [PII] and it is hospital indemnity claim form.
[CUSTOMER][POSITIVE] It's on cool.
[CUSTOMER][NEUTRAL] OK, let me
[CUSTOMER][NEUTRAL] See, so it sent me.
[CUSTOMER][NEUTRAL] To APL claims, so do I need to sign into this one now?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, so this is just our website.
[CUSTOMER][NEUTRAL] OK, so it sent me the.
[CUSTOMER][NEUTRAL] OK, so this one, so it's a different website now I need to go to?
[AGENT][NEUTRAL] Yes ma'am. So
[CUSTOMER][NEUTRAL] You can't just click claim forms up there?
[AGENT][NEUTRAL] Do you see claims forms up there?
[CUSTOMER][NEUTRAL] Uh yeah, it says APL then home contact us claim forms and help.
[AGENT][NEUTRAL] Is
[CUSTOMER][NEUTRAL] But when I do that, it sends me to.
[CUSTOMER][NEUTRAL] [PII] claims form.
[AGENT][POSITIVE] Uh, yes, that is exactly what you want. Mhm.
[CUSTOMER][POSITIVE] And fair.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But then whenever I get here,
[CUSTOMER][NEUTRAL] It file claims online 24/7 sign in or register.
[AGENT][POSITIVE] Yes, you are wanting.
[CUSTOMER][NEUTRAL] Or do, OK.
[CUSTOMER][NEGATIVE] Because then it just sends me right back to where I've been right back to that same page.
[AGENT][NEUTRAL] OK, so just type in [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, I misspelled that hold on.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, so I did that.
[AGENT][NEUTRAL] OK, and then
[CUSTOMER][NEUTRAL] I'm here now.
[AGENT][NEUTRAL] It should be in on the right side it says claims and forms.
[CUSTOMER][NEUTRAL] Informs OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So if you click that.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I got that.
[AGENT][NEUTRAL] And you scroll.
[CUSTOMER][NEGATIVE] Now it brings me back to that same file claims online.
[AGENT][NEUTRAL] Are you on your phone?
[CUSTOMER][NEUTRAL] No, I'm on a laptop.
[AGENT][NEUTRAL] You are? OK, yeah, it should, you should see AM APL at the top.
[AGENT][NEUTRAL] Of that website [PII]. Mhm.
[CUSTOMER][NEUTRAL] APL has APL.
[CUSTOMER][NEUTRAL] Decisions matter, yeah, and then the claims and forms right above a man and a little boy.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] Yes, OK. And now if you just scroll down past the file claims online 24/7, you pass that, um, yes, you pass submit your claim, keep going down.
[CUSTOMER][NEUTRAL] OK, go to paper.
[CUSTOMER][NEUTRAL] Oh, got it now.
[AGENT][NEUTRAL] Yes. So you have a hospital.
[CUSTOMER][NEUTRAL] I need to go to.
[AGENT][NEUTRAL] Yes, you have a hospital indemnity plan, so you're going to want the hospital indemnity claim form.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Form right there so I need to download hospital and OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and then I just type it in here?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Or OK.
[AGENT][NEUTRAL] So when you click down.
[CUSTOMER][NEUTRAL] Filing claims online.
[AGENT][NEUTRAL] Yes, when you, when you click um the download form, you should be able to fill it out and if you're unable, then you'll have to print it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I will try to do that and then do I.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then it'll tell me where to send it to?
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Or does it automatic?
[AGENT][NEUTRAL] So you will send it to our claims department.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I can give you that address.
[CUSTOMER][NEUTRAL] OK, and.
[CUSTOMER][NEUTRAL] I I think it's on here. I'll will I email it or will I, I mean, can I email it or does it have to be faxed or mailed?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] So you'll have to fax it or you'll have to send it to the PO box. It looks like on the first page, if you look towards the bottom of that page it says [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me go back to it hold on.
[AGENT][POSITIVE] OK, you're good.
[CUSTOMER][NEUTRAL] Um, [PII], yes, and then the fax number is [PII].
[AGENT][POSITIVE] Yes, correct. Mhm.
[CUSTOMER][NEUTRAL] OK, OK, I will get this started.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] Yes, and then when you if you decide to send this in through the to the address down there just make sure that you address the front of the envelope APL claims just so it goes to the claims department.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] APL claims.
[AGENT][NEUTRAL] Yes, ma'am. Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then, um,
[CUSTOMER][NEUTRAL] OK, I will get this started.
[AGENT][NEUTRAL] Yes, so when you send this in I had you also create that OSC account so then you can see the claim status and um like when it's in the process and if we paid or denied so that'll help you keep up with with it yeah.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][NEUTRAL] Uh, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] That'll be it.
[AGENT][POSITIVE] OK. Well, thanks for calling APO. Have a good day.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. OK, bye.
[CUSTOMER][NEUTRAL] You too mhm bye.