AccountId: 011433970860
ContactId: c1a87568-9a9f-45dd-b130-59005f242a04
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 436119 ms
Total Talk Time (AGENT): 218648 ms
Total Talk Time (CUSTOMER): 117064 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/c1a87568-9a9f-45dd-b130-59005f242a04_20250512T19:48_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], just while I was waiting I did see.
[CUSTOMER][NEUTRAL] I need a claim form for hospitalization, uh, and.
[CUSTOMER][NEUTRAL] So I was trying to get it, but I did see it.
[CUSTOMER][NEUTRAL] That it's listed in my policy, but I figured I
[AGENT][NEUTRAL] OK, so you're wanting to find out how to get a claim form, is that correct?
[CUSTOMER][NEUTRAL] Baby.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes sir well I can help you with that. OK, I can help you and who am I speaking with please?
[CUSTOMER][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] You're speaking to [PII]. Sorry, my voice is still uh.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] From the hospital, but uh.
[AGENT][NEUTRAL] Oh, OK. So, Mr. [PII], what did you say your last name was again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII]. OK. And what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] Uh, probably my cell phone. I'm calling on my office line, but my cell phone.
[AGENT][NEUTRAL] So what's your cell number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] Would that be the certificate number?
[AGENT][NEUTRAL] Yes, sir, it would be.
[CUSTOMER][NEUTRAL] 026.
[CUSTOMER][NEUTRAL] 20778
[AGENT][NEUTRAL] OK, Mr. [PII], thank you. Give me a moment please to get your information pulled up and then I will have to verify several things with you first for security. So one moment, please.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, so first off, Mr. [PII], any information that I do provide for you will be a verification of benefits and not a guarantee of payment. And if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address, please?
[CUSTOMER][NEUTRAL] [PII] That's [PII], and that would be [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and then the um phone number that we have on file for you appears to be your, let's see, no it's not your cell number. What's another number that we could have for you, Mr. [PII]?
[CUSTOMER][NEUTRAL] The office number or office [PII].
[AGENT][NEUTRAL] OK, thank you so yes sir, that is what we have on file for you. Do you also want me, let me, I'm gonna add your cell number to your profile as well.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] OK, and then lastly your email address?
[CUSTOMER][NEUTRAL] First and last name, it's [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you very much for verifying all of your information. So first off, Mr. [PII], have you created your profile in our portal where you will be able to have access to your policy information online and you can actually also submit claims to us for review via your portal?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] No, I haven't.
[AGENT][NEUTRAL] No, you haven't. OK, I'm going to email you the user guide that will explain how to set up your portal and then it also it will give you some instructions on the different uses and you know how to upload claims and that type of information, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] So give me just a second.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] And I'm gonna go ahead and send that to you.
[AGENT][NEUTRAL] And the email that you're gonna receive from me, Mr. [PII] is going to come from [PII].
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] And I will put APL in the subject line. Now I can also attach one of the claim forms that you will need.
[CUSTOMER][NEUTRAL] If you could do, if you could do that that.
[AGENT][NEUTRAL] If you would like for me to do that.
[CUSTOMER][POSITIVE] I would appreciate it.
[AGENT][NEUTRAL] Yeah, sure. Give me one moment.
[AGENT][NEUTRAL] Let me get that pulled up.
[AGENT][NEUTRAL] And you'll have this in your email I mean about with the claim form but in this you can also print it from our main website at [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] There's a tab that has claims and forms and you can actually also get to the sign in page for our portal from there.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Just for you know just for future reference, but I will be glad to include this in your email. Just give me a moment while it's loading.
[CUSTOMER][POSITIVE] Super.
[AGENT][NEUTRAL] OK, so I have just sent that to you, Mr. [PII]. Well, actually I haven't, it's not quite sent yet.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Not quite. I got, I got ahead of myself.
[AGENT][NEUTRAL] OK, so I did include in the subject line that it also has the hospital indemnity claim form.
[AGENT][NEUTRAL] As well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you should be getting that just any moment.
[CUSTOMER][NEUTRAL] That that is.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And if you have any issues when you go to set up your profile, you can call us back and we'd be happy to help you with that.
[AGENT][POSITIVE] But it's pretty straightforward, so is there anything else I could help you with? Oh great, OK, perfect.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] I got it right here.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] I just, I got, I got it right here, so yeah, that's all I needed.
[AGENT][POSITIVE] OK, Mr. [PII]. Well, if that is all I can help you with, thank you again for calling APL and I hope you have a very nice rest of your afternoon.
[CUSTOMER][POSITIVE] Well thank you thank you very much.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Bye-bye.