AccountId: 011433970860
ContactId: b537db9d-52f6-447b-8432-afc58daa0789
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 319399 ms
Total Talk Time (AGENT): 131899 ms
Total Talk Time (CUSTOMER): 129320 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/b537db9d-52f6-447b-8432-afc58daa0789_20250602T15:39_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, yeah, I was trying to file a claim. Um, am I able to do that over the phone or do I have to do it online?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Um, there are several ways of sending a claim, um, but I can go ahead and give you information based on the policy you have because we have different policies, different products. Um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh yeah. My name is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And my call back number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have a policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] that I started out.
[CUSTOMER][NEUTRAL] Um, I be.
[CUSTOMER][NEUTRAL] I got a couple numbers. I've got 253.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 9480
[CUSTOMER][NEUTRAL] Dash
[CUSTOMER][NEUTRAL] HI 4005 LEV
[AGENT][NEUTRAL] OK, thank you. Yes, thank you, Ms. [PII]. And may I have your um date of birth, mailing address and email address for verification?
[CUSTOMER][NEUTRAL] Does that sound right?
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII].
[CUSTOMER][NEUTRAL] And then I just changed my email online so I don't know which one you need, but my work email was [PII] and I just changed it to [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me update that one more time, OK? And that was [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Well, I don't want that email because I want it to be my personal email.
[AGENT][NEUTRAL] OK, let me have that personal one more time so I can update it again.
[CUSTOMER][NEUTRAL] OK, it's [PII]
[CUSTOMER][NEUTRAL] And then [PII] [PII]
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Right. OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Make sure it change everywhere.
[CUSTOMER][NEUTRAL] And I was trying to do it online, like, I'm doing the hospital.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Indemnity, is that how you say it?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, so I found the form online.
[CUSTOMER][NEUTRAL] I just said no I don't have a printer so I was gonna try and do it digitally.
[CUSTOMER][NEUTRAL] But I didn't know if I was just able to do that online or if I had to or if I could do it over the phone.
[AGENT][NEUTRAL] Oh, OK. Uh, no, Ms. [PII], but this particular policy, it depends on what you're trying to submit, but are you trying to submit like a wellness benefit or is it just like a medical benefit like you went to the doctor?
[CUSTOMER][NEUTRAL] Uh, it's, it's for the hospital.
[CUSTOMER][NEUTRAL] Indemnity insurance.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Is it like an office visit or what type of service?
[CUSTOMER][NEUTRAL] Uh, I had a baby.
[AGENT][POSITIVE] OK, yes, definitely.
[CUSTOMER][NEUTRAL] C-section, Cesarean.
[AGENT][NEUTRAL] All right. OK, so yes, you will have to submit the claim. You can um do it online. What you need to do is go ahead and send the claim form. You can uh where it says upload files, you can go ahead and upload the claim form and we're gonna need itemized bills. So it's gonna be the claim form and the itemized bills.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The claim form and the what else?
[AGENT][NEUTRAL] I itemize, itemize bills.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, what if they haven't sent me a bill yet? Do I have to wait until the bill comes in the mail?
[AGENT][NEUTRAL] More than likely, or you can call him. You can call the hospital and let them know that you're trying to file a claim and that you need the information to file a claim, that you need an itemized bill, or for your records, you need an itemized bill. If you don't want to tell him that you're trying to submit a claim, you can just let him know that for your records, you would like an itemized bill.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right, sounds good thank you.
[AGENT][NEUTRAL] OK. You're welcome, Ms. [PII], but yeah, all the claims need to be sent either by fax, by mail or through the website, to the online service center, OK?
[CUSTOMER][NEUTRAL] Yeah, I saw, I saw how to upload it online.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] Um, all right, thank you.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today, Miss [PII]?
[CUSTOMER][NEUTRAL] Um, nope, that's it.
[AGENT][POSITIVE] OK. Well, thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you, bye.
[AGENT][POSITIVE] You're welcome