AccountId: 011433970860
ContactId: b0010592-c2d6-45bb-b54d-29415fcc6a7a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 460739 ms
Total Talk Time (AGENT): 167139 ms
Total Talk Time (CUSTOMER): 203698 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/b0010592-c2d6-45bb-b54d-29415fcc6a7a_20250618T14:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, ma'am. I had a few questions. Um, I needed to
[CUSTOMER][NEUTRAL] I guess, um.
[CUSTOMER][NEUTRAL] I don't know what you call it.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] To, um, uh, apply, I don't know, for benefits anyway, I was in the hospital for 3 days, so I'm not sure what it, what, you know, um, and, uh, I just wanted to know what the benefits were.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Um, who am I speaking? I can help you with your benefits. Uh, who am I speaking with?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] and the first name is spelled [PII] and the last name [PII]
[AGENT][NEUTRAL] So it's a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Do you have your policy number with you?
[CUSTOMER][NEUTRAL] Yes, ma'am, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 02484825
[AGENT][NEUTRAL] OK. Give me just a moment to look you up, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Can I get you to verify your date of birth for me please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the address that we have on file for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] And file a claim, it's coming to my mind. I did file one once before.
[AGENT][POSITIVE] Yeah, I, I know what you meant it's OK I know what you meant.
[AGENT][NEUTRAL] Let me see what your benefits are.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I am seeing that we have an email on file, so, um, to file a claim if you would like, you can go to our website [PII] uh you will need to create a new user account um since we recently got a new platform.
[AGENT][NEUTRAL] So if you want you can sign up for an account on there and you'll be able to file a claim online um if that's helpful.
[CUSTOMER][NEUTRAL] OK, um, OK, and I did file one, I remember when it is because I can't find the paperwork, um.
[CUSTOMER][NEUTRAL] I did follow one once before and I needed, there was a certain form I needed from the hospital with the diagnostic.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] It took forever to get that. You don't happen to have that form number, do you?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, the form.
[CUSTOMER][NEUTRAL] That I would need
[AGENT][NEUTRAL] The form will be online, um.
[AGENT][NEUTRAL] I can also email it to you if you would like. Is it for your hospital indemnity policy?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh no, I have the form, yes ma'am, but it was, I guess, to get diagnostic codes from the hospital itself. It was a form I had to ask them for.
[AGENT][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] Oh yeah, I don't think we have that form.
[CUSTOMER][NEGATIVE] I kept telling them I needed diagnostics, but they took forever and finally they sent some a form and I, I just thought maybe I had a copy or I could go online and
[AGENT][NEUTRAL] No, I don't believe we have any of those forms. Um, next time you ask for the form.
[CUSTOMER][NEUTRAL] OK, you know, I know you wouldn't. I just didn't know if you have the number that I sent in, the phone number that was sent in.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] It wouldn't be a form that you provide. It would be a form the hospital would have provided.
[AGENT][NEUTRAL] I do.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right. And um,
[AGENT][NEUTRAL] What I would do is call your doctor and ask if you can have more than one copy or have them email it to you so that next time you can just um
[AGENT][NEUTRAL] Print off a new one.
[CUSTOMER][NEUTRAL] Know what to ask for.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, um, because we don't have that on file.
[CUSTOMER][NEUTRAL] Um, yeah, I was in the hospital, I guess whatever a doctor that, that treated me I.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I had 50 of them. I don't know, they were like [PII] old.
[CUSTOMER][NEUTRAL] They look like it.
[AGENT][NEUTRAL] So it does look like, and this, this is just a verification of benefits and not a guarantee of payment, but you do have a hospital admission benefit of up to $1500 per day with a maximum of 2 days per calendar year.
[CUSTOMER][NEUTRAL] There's a team.
[CUSTOMER][NEUTRAL] Right, I understand.
[AGENT][NEUTRAL] And you said you were in the hospital for 3 days?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. You have a hospital confinement benefit of up to $100 per day.
[AGENT][NEUTRAL] With a maximum of 30 days per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's why I didn't remember um last time I was in there.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm, I'm thinking it was definitely 24 was it 7 months or so, but I'm not, you know.
[CUSTOMER][NEGATIVE] I just didn't think I'd be back in there.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, and you do have some diagnostic testing benefits as well, such as medical imaging. Uh, you get $100 per day for that with a maximum of 1 per year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And if, if the last time I was in there, if it was in that, that year, they'll they'll just tell me that.
[CUSTOMER][NEUTRAL] Uh, I need to look for the paperwork. We've been going through stuff in my room and things are kind of a mess.
[CUSTOMER][NEUTRAL] But if I find that paperwork.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It, it'll tell me.
[CUSTOMER][NEUTRAL] OK, and I'll just do it online when I, you know, get what I need.
[AGENT][NEUTRAL] OK, um, and yeah, if you will, whenever you go to [PII].
[AGENT][NEUTRAL] You'll want to use your uh Yahoo email?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You will click on create a new account or create an OSC account.
[AGENT][NEUTRAL] And only fill out the information that's required. So, uh, that would be your name, your last name, your email, and your date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And if I have trouble with that, I guess I'll call back.
[AGENT][POSITIVE] Yeah, if you ever need to, you can call us back and we can walk you through it step by step as well.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][POSITIVE] OK. Thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK thank you bye.
[AGENT][NEUTRAL] Mm bye.