AccountId: 011433970860
ContactId: c1d60052-5599-4971-82f0-090558587a3b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 401399 ms
Total Talk Time (AGENT): 158956 ms
Total Talk Time (CUSTOMER): 155377 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/c1d60052-5599-4971-82f0-090558587a3b_20250324T20:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. This is [PII]. I was trying to uh do a claim, but um I need a little bit of help. I got my daughter up here, but I was trying to get a little help and we sidetracked a little bit maybe.
[AGENT][NEUTRAL] Yes, sir. Yes, Mr. [PII], I can help you with the claim. Can I please get your policy number?
[CUSTOMER][NEUTRAL] Uh, I think the one you wrote down here is 02298270.
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] OK, um, Mr. [PII], can I, thank you. Can I please get you to verify your date of birth for me?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And then what is your address, phone email address that we have on the policy for you, sir?
[CUSTOMER][NEUTRAL] It is it is [PII].
[AGENT][NEUTRAL] And then your phone number?
[CUSTOMER][NEUTRAL] Oh, I'm sorry, [PII].
[AGENT][NEUTRAL] And if we get disconnected sir is that a good number to call you back on?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, and then one last verification, can you give me your email address, sir?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] Thank you. I appreciate you verifying your policy for me.
[AGENT][NEUTRAL] OK, so you need help filing your claim. Are you guys in the online service center trying to file the claim?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am ma'am.
[AGENT][NEUTRAL] OK. All right. So you've gone as far as getting the uh claim form?
[AGENT][NEUTRAL] Is that what you're feeling out now, or?
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Yes ma'am, I'm on the file a claim the where it says upload documents.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so all he has right here with me now is just like the after visit summary. Is that it or does he need something else?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] No. He's going to need uh the first initial uh diagnosis of cancer. So he's gonna need the pathology report.
[CUSTOMER][NEGATIVE] It's uh not that, it's not the cancer. It's under the cancer policy, but it's for um a heart attack.
[AGENT][NEUTRAL] OK. All right, so you're gonna need the explanation of benefits.
[AGENT][NEUTRAL] And you're, you're also going to need your itemized statement with the diagnosis and procedure codes from the hospital.
[CUSTOMER][NEUTRAL] OK. So I need to call my heart doctor and ask him all that or what? Is that what I need?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right. And if you use another insurance besides this one, you'll need your explanation of benefits from the insurance carrier.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK, I don't know, I, I don't, I mean, y'all was the only one I have is through work, but I, I think the
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It, it, it was in, it was in [PII]. That's what I told the lady when I went and redone my insurance here a few, about a month ago, yeah, I guess now about a month ago. And I didn't know what I wanted. She wrote down the claim number and all and um I was trying to get some help on the computer to do this and I didn't know what all I needed, so that's why I was trying to find out. So yeah, you know, oh.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, sir, and on, on our website if you go to [PII].
[AGENT][NEUTRAL] And you click on claims and forms that very first page tells you everything that you need to send in with your claim.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] It's a little cheat sheet for you that you can refer back to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, um, hold on just a sec.
[CUSTOMER][NEUTRAL] We can see what all he needs and
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I tried to call last year and they said I didn't have no insurance like that and so I didn't and then I figured I'd asked when y'all come through over at the plant and they said, yeah, you got it under a cancel policy and I thought, well I called [PII] last year and they said no, but you know again.
[AGENT][NEUTRAL] Right, I understand.
[CUSTOMER][NEUTRAL] OK, you said the online service center?
[AGENT][NEUTRAL] Uh, is that where you guys are filing the claim at? Is the online service center?
[CUSTOMER][NEUTRAL] Yes ma'am, that's the email that she sent him.
[AGENT][POSITIVE] Yes, to sign up for.
[CUSTOMER][NEUTRAL] Is to go to the uh.
[CUSTOMER][NEUTRAL] Yes, ma'am. OK, so it should tell us all that we need here.
[AGENT][NEUTRAL] Uh, um, yes, on that claim form, that very first page.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] All right. Oh, OK, I see it now.
[AGENT][POSITIVE] It should give you everything that you need for that very first page.
[CUSTOMER][NEUTRAL] So I guess I go back to my heart doctor and they should have all that information?
[AGENT][NEUTRAL] Yes sir, you can get all of, all of that information from them, um, the itemized statement with the diagnosis and procedure codes and since you didn't have another insurance, you won't need the EOB.
[CUSTOMER][NEUTRAL] Mm OK.
[CUSTOMER][NEUTRAL] Alright, um, you said that um
[CUSTOMER][NEUTRAL] There was an email to go to, which one is that?
[AGENT][NEUTRAL] There's a website. It's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're very welcome. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No, ma'am. No, that's we had all the information, so.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] OK. Well, you guys, you guys have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] Alright, thank you. Thank you, ma'am.
[CUSTOMER][POSITIVE] You too thank you ma'am bye.
[AGENT][NEUTRAL] Bye-bye, sir.