AccountId: 011433970860
ContactId: b02ffe21-e212-4f57-9390-9766b1cfce13
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 416380 ms
Total Talk Time (AGENT): 126159 ms
Total Talk Time (CUSTOMER): 181323 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/b02ffe21-e212-4f57-9390-9766b1cfce13_20250220T17:19_UTC.wav
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[AGENT][POSITIVE] Morning, thanks for calling AL. It's [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII], and I had uh spoken earlier with I did not get them with [PII].
[CUSTOMER][NEGATIVE] And I had reported the uh death of my mother and I was, I am needing to get you all the death certificates, but also I found that I could go back and uh file a claim on her policy that she had for intensive care and a heart attack. Uh, however, I was told to get a UBO4 and when I approached the hospital, they would not release me a UBO4 without a claim number.
[AGENT][NEUTRAL] OK, let me go and, um, pull up the policy and I can help you with that. Can I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] It and it probably will go to my voicemail so you have to leave me a voicemail because numbers that are not in my phone to go to voicemail.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Can I get her policy number?
[CUSTOMER][NEUTRAL] Uh, she actually has 2.
[AGENT][NEUTRAL] That's fine. I just need one of them, um.
[CUSTOMER][NEUTRAL] 9 C as in cat 02304
[AGENT][NEUTRAL] And what's the other one? I can't pull it up by that.
[CUSTOMER][NEUTRAL] 9C02305
[AGENT][NEUTRAL] OK, let me do it this way. What's her last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] The first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, give me 1 2nd.
[AGENT][NEUTRAL] Can you verify her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, let me see.
[AGENT][NEUTRAL] OK, Ms. [PII], thank you for that. So you said you call the hospital and they wouldn't give you a BO4 because they're needing a claim number?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Cause I called the head.
[AGENT][NEUTRAL] OK, so will we
[AGENT][NEUTRAL] So we would
[CUSTOMER][NEUTRAL] I called the head and.
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] I called ahead and hoped that they would have it ready for me because she had like 3 different dates.
[CUSTOMER][NEUTRAL] And that's when they told me they would not give it to me because I needed a claim number.
[AGENT][NEUTRAL] OK, so we don't have claim numbers, um, so I'm not sure, I mean, not sure why they're saying that. We don't, so the only time we have a claim number is when we get documents and we process a claim. So if they're not willing to give you a UBO4, um, you can obtain an itemized bill because we with the procedure and diagnosis codes because we would use either or.
[CUSTOMER][NEUTRAL] OK, so I can ask for an itemized bill for the dates that she was there.
[AGENT][NEUTRAL] Yes, it would, um, it would have to have dates and procedure codes, um, and also the diagnosis because we have to verify that she had, um, based on the policy, we have to verify that she had that type of like if, if she had a
[AGENT][NEUTRAL] Um, heart attack or if she had was intensive care, so we just need to verify that information.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, I can see where you would need the dates and all that information.
[CUSTOMER][NEUTRAL] OK, I will request an my statement for her 3 that the dates that I'm looking that she was there.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and as soon as I get the uh get to a fax machine, I will fax you the uh death certificate and the power of attorney.
[AGENT][NEUTRAL] OK, that's fine.
[CUSTOMER][NEUTRAL] Because you all need the proof of her loss, right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I will uh.
[CUSTOMER][POSITIVE] I will get that to you as soon as I get back to the office and hopefully tomorrow we'll go back into the office due to weather.
[CUSTOMER][NEUTRAL] And I can get that to you. Any certain person I should, uh, send that to now the fax number I have is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Well, I'm sorry. I'm I'm sorry. Hold on one second. It just sounds weird. Let me.
[AGENT][NEUTRAL] Give me one second, um.
[AGENT][NEUTRAL] OK, where are you going?
[AGENT][NEUTRAL] I'm sorry, it is [PII], it is, it sounded weird at first. So it is [PII].
[CUSTOMER][NEUTRAL] OK. Did I put attention any certain one?
[AGENT][NEUTRAL] No, ma'am. You can just put claims on there, that's fine.
[CUSTOMER][NEUTRAL] OK, even though this is just to.
[CUSTOMER][NEUTRAL] With her death certificate and everything.
[AGENT][NEUTRAL] Yes ma'am, so when you send it over, um, it will go to the they'll see because we have a fax team and so when they get the faxes they look at them and they attach it to the policy and it'll get routed to the correct department.
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because I can go ahead and
[CUSTOMER][NEUTRAL] Send the death certificate and the POA over tomorrow and hopefully get the billing copy of the billing here soon.
[AGENT][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] Because they would not give me the UBO4 so.
[AGENT][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK and who am I speaking with today?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] OK. OK, I appreciate you. Thank you.
[AGENT][POSITIVE] No problem, Ms. [PII], and I'm sorry for your loss. Was there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] I think that's it.
[AGENT][POSITIVE] Alright, well, no problem. Well thanks for calling APL. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh-huh, bye.
[CUSTOMER][NEUTRAL] Bye-bye.