AccountId: 011433970860
ContactId: b0d41c57-fc41-46f0-9ac0-d18d46707cba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 372089 ms
Total Talk Time (AGENT): 145499 ms
Total Talk Time (CUSTOMER): 170695 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/b0d41c57-fc41-46f0-9ac0-d18d46707cba_20250313T15:49_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm not sure if I pressed the right button, but um I'm fixing to send in a claim form, uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I can give you my account number. My husband, he, he died [PII], and he was in, [PII] thank you. He was in [PII] for the last two weeks of his life. Um, I paid for.
[AGENT][POSITIVE] Oh, I'm so sorry.
[CUSTOMER][NEUTRAL] ICU um under the insurance. Um, I need to make sure I'm filling out the right form. I do have the UBO4 form from the hospital and I need to know if you want his actual records because I've got that printed, but it's 541 pages.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh bless it. Oh, OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh, Ms. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] Um, 00955052.
[AGENT][POSITIVE] Thank you so much. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] I do. It's [PII].
[AGENT][NEUTRAL] OK, and verify your date of birth, mailing address and email address, please.
[CUSTOMER][NEUTRAL] OK. [PII]. Uh, address [PII]. And email is [PII].
[AGENT][NEUTRAL] OK. And you said it was August of last year?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] I don't believe it would need medical records. Give me one moment, I'm just looking at the policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because I see you have a cancer or had a cancer policy with us, and you said he was in ICU?
[CUSTOMER][NEUTRAL] Yes, I pay the high price for the ICU writer.
[AGENT][NEUTRAL] OK, I just wanna pull up policy double check and make sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] It just took me a while to get this stuff. It's
[AGENT][NEUTRAL] No, I understand. Um, yes, I do show that intensive care writer. Um, so if you have uh the UBO4, which is perfect, that's a standard form for the facility, uh, you can mail it to us, fax it, or, um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] I don't know if you set up on our online service center, but it probably won't let you since it's showing the policy is term, but you can definitely mail it or fax it to us. And do you have that claim form?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is it the one I'm looking at it just says cancer claim form, is that the one I need?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Uh, let me look at that one because I'm thinking sometimes, um, I'm trying to think on our forms if it actually since it's a cancer policy, if they have something on there as far as intensive care, but, um, or if it's a separate form.
[AGENT][NEUTRAL] Give me one quick moment.
[CUSTOMER][NEUTRAL] Yeah, I've, I've, yeah I've called before about it. This is the one they told me to use but like you said I.
[CUSTOMER][NEUTRAL] I have no idea.
[AGENT][NEUTRAL] I know, I understand.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Uh, that should be fine, um.
[CUSTOMER][NEUTRAL] OK, now I stayed there the entire 2 weeks and on here section C says non-local transportation, um.
[CUSTOMER][NEUTRAL] Do I just need to put the date I was there to the day he passed?
[AGENT][NEUTRAL] Well, that's mainly used like for um people who have been diagnosed with cancer and they are receiving treatment that is more than 50 miles one way, then they will usually check the transportation. Yes, ma'am, but um you would just need to fill in the top part, the section A, section B, um, sign and date, and then that last page which is um a HIPAA form, authorization to request.
[CUSTOMER][NEUTRAL] Oh, I see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, uh, one minute.
[CUSTOMER][NEUTRAL] Uh, artificial.
[AGENT][NEUTRAL] Should be page 4.
[CUSTOMER][NEUTRAL] Uh that's
[CUSTOMER][NEUTRAL] Page, OK, it doesn't say HIPAA, but it's the authorization request information including protected health information is that it?
[AGENT][NEUTRAL] Yes, ma'am. That is really what is called kind of like a HIPA form. Yes, ma'am.
[CUSTOMER][POSITIVE] Oh good.
[CUSTOMER][NEUTRAL] OK, and uh I think, [PII], I just thought of something. Oh, do you need to have his, uh, a copy of his um death certificate?
[AGENT][NEUTRAL] Uh, no, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I will go ahead and do I need to, if I send it, is this something that can be faxed first?
[AGENT][NEUTRAL] Oh, yes, ma'am. Uh, you can fax it to us.
[CUSTOMER][NEUTRAL] Is it the [PII]?
[AGENT][NEUTRAL] Yes, yes, ma'am.
[CUSTOMER][NEUTRAL] Or I mail it to the PO box number, right?
[AGENT][NEUTRAL] Correct, the PO Box in [PII]. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Right, thank you for your help. I just wanted to make sure I had everything here before it came.
[AGENT][POSITIVE] Oh, I understand, Ms. [PII], and thank you so much for calling APL. You have a great day and I'm again, I'm so sorry for your loss.
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thank you I really appreciate that. Thank you very much.
[AGENT][NEUTRAL] Yes, ma'am. Bye.
[CUSTOMER][NEUTRAL] Goodbye.