AccountId: 011433970860
ContactId: b6504242-2b99-45a8-a48c-29da6c308d88
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 262429 ms
Total Talk Time (AGENT): 107153 ms
Total Talk Time (CUSTOMER): 109220 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/b6504242-2b99-45a8-a48c-29da6c308d88_20250122T20:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is.
[CUSTOMER][NEUTRAL] Um, hi, you said [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Hi [PII], this is an interpreted call using sign language. If you could just hold on for just a moment, let me get you connected to your caller. Your caller says, hi, this is [PII]. Um, I have a quick question. Um, I'm, I'm new to this program, uh, this policy, um, so something, if something happened, um, I get pregnant for the birth of the hospital, um, would the
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Would they use a claim for the bill information? How does that work?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I just want to be clear before things go further.
[AGENT][NEUTRAL] OK, no, that makes total sense. Um, let me start with getting a callback number.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Oh sure.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And
[AGENT][NEUTRAL] Do we have a policy number? Like, do we know the policy number?
[CUSTOMER][NEUTRAL] Yes, I do, um.
[CUSTOMER][NEUTRAL] 02579969
[AGENT][NEUTRAL] OK, let me get that pulled up real quick.
[AGENT][NEUTRAL] OK, um, I just need to verify some information. Can I get the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, um, and a good email and mailing address.
[CUSTOMER][NEUTRAL] Sure, email is [PII].
[AGENT][NEUTRAL] OK, and the mailing address?
[CUSTOMER][NEUTRAL] Um, mailing address is [PII].
[CUSTOMER][NEUTRAL] Ridge
[CUSTOMER][NEUTRAL] Uh, road
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, thank you. OK.
[AGENT][NEUTRAL] OK, so for this policy, it is a limited benefit indemnity plan. So I'm looking at benefits now, um, she's given birth or she's going to be giving birth?
[CUSTOMER][NEUTRAL] Not yet. Well, yes, I will be, um, in April, April, I'm due [PII].
[AGENT][NEUTRAL] OK, she will, OK.
[AGENT][POSITIVE] OK, congratulations.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so benefits are for hospital admission and hospital confinement, um, so what we would need is either an itemized bill that has the charges, services, and diagnosis code, um, or we would need, it's called a UBO4.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And it's also a form of a bill that the hospital uses and that should provide the information as well. So either way, um we would need some type of billing to indicate that she was admitted to the hospital, what day she was there, when she was discharged, and um why she was there. So a diagnosis code.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Sorry
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. I will make sure I have all of that ready for you. Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Perfect. OK, you're very welcome. Is there anything else I can help with today?
[CUSTOMER][POSITIVE] Uh, no, that's all. Thank you so much. Have a good day.
[AGENT][POSITIVE] You're very welcome. Have a thanks you too. Thanks for calling APO.
[CUSTOMER][POSITIVE] Bye bye thank you.
[AGENT][NEUTRAL] Bye bye.