AccountId: 011433970860
ContactId: c1147d50-dafd-4941-89e9-c6a99f43732d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 345549 ms
Total Talk Time (AGENT): 119726 ms
Total Talk Time (CUSTOMER): 171330 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/c1147d50-dafd-4941-89e9-c6a99f43732d_20250609T16:18_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] How are you today?
[AGENT][NEUTRAL] I'm fine, and yourself?
[CUSTOMER][NEUTRAL] I'm good, thank you. Um, I have a question. I actually called this morning. Um, I'm gonna file a, a hospital indemnity claim. I, my company no longer has insurance with um APL, but the claim is during the time I did. So I have the policy number, but she was telling me how to, to, you know, to download the claim form.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I'm on your, I'm on your website and I downloaded it.
[CUSTOMER][NEUTRAL] Uh, I'm kind of confused because it has complete statement of insured sections A through F.
[CUSTOMER][NEUTRAL] But online I wanna print it out. I only have sections A and B and then E.
[CUSTOMER][NEGATIVE] It's, it's like, it looks like it's, I don't, it looks like it's missing a whole lot of sections, but there's not even anything when I pull it up.
[AGENT][NEUTRAL] OK and your name is again? I'm sorry.
[CUSTOMER][NEUTRAL] Oh, it's [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what is your policy number, please?
[CUSTOMER][NEUTRAL] It is 02238188.
[AGENT][NEUTRAL] What was the last digit? because it kind of cut out.
[CUSTOMER][NEUTRAL] 03.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Excuse me, give me one moment.
[CUSTOMER][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] See, and you're going to the everyday solution claim form?
[CUSTOMER][NEUTRAL] Yeah, yes, yes.
[AGENT][POSITIVE] Yes ma'am, it should be
[CUSTOMER][POSITIVE] Yeah, she got me to the page and show me.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm sorry, go on.
[AGENT][NEGATIVE] No, no, I was gonna say uh it should just be 3 pages. Uh, the first page is statement of insured. Another is the claim form fraud statement, and then the last page is the authorization to request information.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, so, so, basically, because I'm the first page is section A about insured then right under it section B about patient.
[CUSTOMER][NEUTRAL] And I just have my name and then I had I now I sign it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And that's it and then just I have the um and I do have the um.
[CUSTOMER][NEUTRAL] Section E also. OK, so there isn't any section like CD.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, alright, so the 3 pages that are on there is that I just, I just got confused to [PII], how's it jump from, you know, B to F or what?
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, so it's just very basic thing and I just.
[AGENT][NEGATIVE] No, it's just those 3 pages.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and then I just attached. OK, then I just attached the, the, the, the itemized bill and fax it. OK, I just want to verify it because I just wasn't sure if I, if, you know, I, I didn't think I was missing anything and I, like I say, I downloaded it right from the website, but I just wanted to verify.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] I understand, yes, ma'am. Oh, you're welcome, Ms. [PII]. Thank you for calling APL. You too.
[CUSTOMER][POSITIVE] So thank you so much.
[CUSTOMER][POSITIVE] Have a great day. Oh, you can ask me another question. May I ask you another que hello?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh, I'm sorry. You know what? I have when I called, like when I called her, she said you have to verify more information and that's fine for me. But when I called her she said I saw direct deposit, but.
[CUSTOMER][NEUTRAL] Can you verify the bank that's left? Are you able to tell tell that or?
[AGENT][NEUTRAL] Well, uh, verify your date of birth, mailing address and email address, Ms. [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Sure, it's uh [PII].
[CUSTOMER][NEUTRAL] It's my first initial [PII].
[AGENT][POSITIVE] OK, thank you. Your phone keeps breaking up and um happy belated birthday.
[CUSTOMER][POSITIVE] Oh thank you.
[AGENT][POSITIVE] Hope you had a great one.
[CUSTOMER][POSITIVE] Yeah, I did, you know, I didn't do anything and it was just like perfect.
[AGENT][POSITIVE] Hey, that is sometimes the best time. Like I'm celebrating my birthday Friday and I'm still coming to work though, but I am taking a full week off so I can just be lazy and just read all week. So that is my vacation.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Well, happy birthday early and yes. Oh, enjoy.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Um, and let me see, as you said direct deposit.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so, uh, I guess account number [PII].
[AGENT][NEUTRAL] And a routing number of [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII]
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Yes, oh, and it was, yeah, the account [PII].
[AGENT][NEUTRAL] Yes ma'am, uh, that's what we show we have in the system.
[CUSTOMER][NEUTRAL] Is what you said, right?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. That's it. Thank you so much and enjoy your birthday.
[AGENT][POSITIVE] Oh, thank you, Ms. [PII], and thank you for calling APL. You have a great day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Mm bye.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, ma'am.