AccountId: 011433970860
ContactId: b2f285ce-1e79-42fd-ad77-001b71f1d798
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 350160 ms
Total Talk Time (AGENT): 177436 ms
Total Talk Time (CUSTOMER): 190644 ms
Interruptions: 7
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/b2f285ce-1e79-42fd-ad77-001b71f1d798_20250304T22:59_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] A cup of coffee. It was
[CUSTOMER][NEUTRAL] Yes, um, I am trying to submit a claim and I had a little issue doing it online so I was wondering if you were able to help me or if I could do it over the phone?
[AGENT][NEUTRAL] Uh, yes, I can't take it over the phone, but I can see what I can do to help you out. Um, what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I'm gonna eyeball this. We're gonna keep it low.
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] That's.
[CUSTOMER][NEUTRAL] Yes, um, one.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 02582320
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] you're going from.
[AGENT][NEUTRAL] OK, [PII], just gonna verify some information really quick. Can I get your date of birth please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Perfect. OK, thank you for verifying that information, [PII]. OK, so were you able to successfully create an account?
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Take something.
[CUSTOMER][NEUTRAL] Um, yes, um, OK.
[AGENT][NEUTRAL] Was that where you're having problems? OK.
[CUSTOMER][NEUTRAL] No, I was able to create an account. Let me log in really quick. Um, it was just like the submitting like documents, um.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um, one second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But suddenly,
[CUSTOMER][NEUTRAL] OK, so, um.
[CUSTOMER][NEUTRAL] I wasn't sure like where to submit a claim. All I see is upload documents and then.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Is that all I need to do or um?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Now I will say um what kind of device are you doing this on [PII]?
[CUSTOMER][NEUTRAL] Um, on my phone.
[AGENT][NEUTRAL] OK, so that's going to most likely give you some issues. Our, uh, website really doesn't have support for mobile devices, so it would work best on a desktop or a laptop computer, um, preferably running a Google Chrome as well, but there have been a lot of issues not being able to upload claims from phones or tablets.
[CUSTOMER][NEUTRAL] It's.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I see. And then I was like looking at the forms, um, and I wasn't sure like which form to fill out and it said I needed to download the form.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] So this policy is called Hospital indemnity, so that would be the claim form that you fill out is the one that's labeled as hospital indemnity. Now if you were to do this on a browser on a computer, um, and again if you're using Google Chrome, um, I believe Chrome, I don't know if there's other browsers that you let you do it, but through Chrome, um, you should be able to fill that information out on the computer itself and then just save it and then you can upload it that way.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All that information.
[CUSTOMER][NEUTRAL] OK. So once I fill out the form, I upload it to the documents area and then um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It says um that I might need uh a hospital bill. Is that like what, what other documents would I need to upload?
[AGENT][NEUTRAL] OK, yes, let me know when you're ready just in case you wanna write it down um the necessary information that we need for claims.
[CUSTOMER][NEUTRAL] OK, let me.
[CUSTOMER][NEUTRAL] OK, all right, go ahead.
[AGENT][NEUTRAL] OK, so we would need the itemized statement.
[CUSTOMER][NEUTRAL] I mean I.
[CUSTOMER][NEUTRAL] Of my hospital stay?
[AGENT][NEUTRAL] Yes, uh, whatever treatment that you received, yes, so the out my statement that shows diagnosis and procedure codes.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, diagnosis and procedure.
[AGENT][NEUTRAL] And you can get that from the provider you should be able to just give them a call um I think some have it where you can get them on their websites but I think it'd be easier to call just so you can tell them exactly what you need and then you know you have it.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] OK, perfect. OK.
[AGENT][NEUTRAL] That's it.
[CUSTOMER][NEUTRAL] Um, OK, so I just need to do that hospital, um, it was hospital identity form, is that what it?
[AGENT][NEUTRAL] Hospital indemnity, yes. And now I will say this to you, [PII], did you say, did you have to stay um overnight at the hospital? Like were you there for more than a day?
[CUSTOMER][NEUTRAL] OK. Hospital in 7.
[CUSTOMER][NEUTRAL] So what was saying.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes. Mhm. I was, it was 2 nights.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Got you OK so in that case it would most likely be considered inpatient depending on exactly how many hours um but with that we would also need and this information should be on it, but I feel it's worth mentioning because everywhere is different, um, we would need the date and time of your admission and the date and time of your discharge.
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] This
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, admission and discharge, OK.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] All right. So, um, I just need to upload that itemized statements with the diagnosis, the procedure codes, the date and time of admission and discharge, and then the hospital identity form.
[AGENT][POSITIVE] That's it. Yes, ma'am. You got it.
[CUSTOMER][NEUTRAL] OK, and then once I upload those, how long does it take to process?
[AGENT][POSITIVE] Sure, so once it's uploaded that gets to us quicker than any other method, it gets to us like immediately, um, from there it can take about 7 to 10 business days for claim information to process. It may not take quite that long, but I think that's just kind of a safe window and of course you can always check on the status through the website or you're more than welcome to give us a call to check on it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK all right perfect all right thank you so much for all that information.
[AGENT][NEUTRAL] Yeah, of course, did you have any other questions for me?
[CUSTOMER][NEUTRAL] Um, no, that's it.
[AGENT][POSITIVE] OK, well thanks for calling APL [PII]. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Yes, you too. Alright bye bye.
[AGENT][POSITIVE] Thank you bye bye.