AccountId: 011433970860
ContactId: ba16a68b-9e0e-4e35-b8e3-70a6e1ff9cd3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 441119 ms
Total Talk Time (AGENT): 157011 ms
Total Talk Time (CUSTOMER): 269945 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/ba16a68b-9e0e-4e35-b8e3-70a6e1ff9cd3_20250122T16:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am, uh, uh, I need to, uh, I, I'm, uh, need to kinda, uh, um, call, uh, claiming to make a claim.
[AGENT][NEUTRAL] OK, um, you can send claims in either in the mail, you can fax them or we also accept them online electronically.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] So, what do you need? I mean, what all do you need? I mean, to, uh, to uh have the claim sent to you.
[AGENT][NEUTRAL] Um, well, I'm happy to give you the mailing address. First, let's start with you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, uh huh.
[AGENT][NEUTRAL] OK, let me, let me get that from you when you have a sec.
[CUSTOMER][NEUTRAL] Are you ready?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh let me count says 0.
[CUSTOMER][NEUTRAL] 2222388
[AGENT][POSITIVE] All right, thank you so much. Let me just pull this up.
[AGENT][NEUTRAL] Can I please verify your uh first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Birthday [PII].
[AGENT][POSITIVE] Thank you so much and
[CUSTOMER][NEUTRAL] I think that uh on the card it says submit claims that it's got the address and stuff on here, I think.
[AGENT][NEUTRAL] Yeah, OK, great. You've got the address.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I, I
[CUSTOMER][NEUTRAL] I am a uh INC then is [PII], so on, so on.
[AGENT][NEUTRAL] Um, OK. So the other thing that you'll need.
[AGENT][NEUTRAL] Then if you're gonna file a claim would be the claim form. um we can send the claim form to you in the mail and then you can fill that out and then send it back to us uh through the US postal mail if that's what's best for you. um OK. um, and so in regards to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] What you'll need with the claim form is just an itemized bill.
[AGENT][NEUTRAL] From your provider that has diagnosis codes on it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Well, it's a, we had, had surgery, so I mean, uh, that was the doctor, all and all that or what?
[AGENT][NEUTRAL] The uh
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm, yeah, yeah. If you just tell them that you need an itemized bill diagnosis codes, they'll know exactly what you mean, um, and the form that we're, we're sending you is gonna have the first page is just instructions as far as what you need to fill out and what to send with it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so you don't have to remember all this. It'll be included in the form that is sent to you.
[CUSTOMER][NEUTRAL] So OK, so all that will be included like, you know, what the, the doctor's office needs to fill out or something, I would be together?
[AGENT][NEUTRAL] It'll all be together it'll say what needs to be filled out by them what you need to send with, and then the uh mailing address is on the form as well so where you can send it back to, OK?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK. I appreciate that cause I ain't too swift.
[AGENT][POSITIVE] Yeah, no, not a problem.
[CUSTOMER][NEUTRAL] Uh, I'm getting
[CUSTOMER][NEUTRAL] I'm getting old.
[CUSTOMER][NEUTRAL] I think we all are, ain't we?
[AGENT][NEUTRAL] Yeah, yeah. Sure, sure are.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Well, I tell you, honey sweetheart, it just it just amazes me that it's the [PII]. I mean, it's going by fast.
[AGENT][NEUTRAL] I know. It's crazy, isn't it?
[CUSTOMER][NEGATIVE] Yeah, and then I mean I've seen on Facebook, of course, bless their hearts, and I'm praying for them, and my, I mean, my heart has broke so much over in [PII] where all them fires is, and I mean, it just broke my heart. And then yesterday, I looked on there and it shows uh Florida having snow, and I, I'm thinking, why?
[AGENT][NEUTRAL] I know, isn't that just wild?
[CUSTOMER][NEUTRAL] And that's just
[CUSTOMER][POSITIVE] Well, I'll tell you, sweetheart, it's boiling all down to it. I don't know how you believe in religion, but the Bible's fulfilling itself, and I mean, if, I mean, God's showing people, I mean, it's real and uh he's real. And if people, I mean, uh, you know, don't get their hearts right, and I'm talking about, I, I ain't talking about get your heart right and then go back out and do the sin again. You can't do that, but
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And I'm sorry, you go to church on Sunday and then uh Friday night, go to a bar or something you can't do that. And that's the way I believe, you know. And, uh, and a lot of people don't believe it that way. They, some, some people believe like, uh, once you're saved, you're saved forever, but you, you only, uh, you can only get saved one time, but you backslide. I it's in the Bible and you gotta repent again, you know, you know, so, but I mean, uh God trying to get people's attention and I mean,
[AGENT][NEUTRAL] Right, right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You know, uh, it's just the way I feel, and I mean, it's closer it's ever been. I've heard ever since I've been a little girl, and I'm [PII] old, he's coming back, coming back. But I mean, the signs are here, and I mean.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] In [PII], it talks about all the, you know, tornadoes and earthquakes and rumors of wars, and that's all you hear. And uh
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] If I just wish, count myself too, I'm putting myself in it too. I, I tell everybody, cause I used to go to church all the time and of course I started staying home and quit going and of course I tell everybody, I mean, you know, I ain't a hypocrite. I'm not living right and I mean, I know I need to get my heart back right and, and I don't know, I'm not gonna make it, you know. And cause no, no sin can enter in, honey, no, no sin. And uh and uh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, right.
[CUSTOMER][POSITIVE] I mean, people just don't like to hear it sometimes, but, you know, even though I don't live right, I know, I know the right way, it's my fault, and he's willing to take me back and he, uh, you know, he'll save anybody, you know, and it's our choice. I he cause he wants everybody to come up there. He don't wanna see you burn, but we make that choice either way, you know, and uh
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, right.
[CUSTOMER][NEGATIVE] I mean, it's, it, it's pitiful. I mean, but I mean, when that trumpet sounds, that's it. I mean, you know, that's it. We ain't got a chance then.
[AGENT][NEUTRAL] No, I hear you, I hear you.
[CUSTOMER][POSITIVE] OK. Well, I really appreciate you help me out, honey, cause sometimes I get
[CUSTOMER][NEUTRAL] mixed up sometime, you know, and um,
[AGENT][POSITIVE] Yeah, no, absolutely. We're happy to send those out to you and uh then if once you get them, if you have any questions or concerns, feel free to give us a call back, OK?
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][POSITIVE] OK, honey, I really appreciate it, sweetheart.
[AGENT][POSITIVE] My pleasure. You have a
[CUSTOMER][NEUTRAL] You've had a, you
[CUSTOMER][POSITIVE] Good day. We both are say have a good day.
[CUSTOMER][POSITIVE] And have a good weekend. It'll be here before you know it.
[AGENT][POSITIVE] You too. Be blessed.
[CUSTOMER][NEUTRAL] Uh-huh. Bye-bye, hon.
[AGENT][NEUTRAL] Bye-bye.