AccountId: 011433970860
ContactId: c23389f8-37a5-4fc9-b53a-ee9d340a31a5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 355429 ms
Total Talk Time (AGENT): 151991 ms
Total Talk Time (CUSTOMER): 89356 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/c23389f8-37a5-4fc9-b53a-ee9d340a31a5_20250103T16:42_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, um, I was trying to, um, file a claim. I need some assistance, but, uh, my job said I needed some kind of form to fill out first before I do the claim.
[AGENT][NEUTRAL] OK, I can help you with that. And may I ask who I'm speaking with?
[CUSTOMER][NEUTRAL] It's uh [PII] Hi.
[AGENT][NEUTRAL] And Mr. [PII], in case this call is disconnected, may I have your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And do you have your policy number?
[CUSTOMER][NEUTRAL] Um, my policy number, hold on one second, let me see.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] No, it doesn't have the policy no more.
[CUSTOMER][NEUTRAL] She just sent me a letter that I needed.
[AGENT][NEUTRAL] OK. May I have your social?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And that was [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And Mr. [PII], can you please verify your mailing address?
[CUSTOMER][NEUTRAL] It's uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, can you also verify your date of birth?
[CUSTOMER][NEUTRAL] It's a [PII].
[AGENT][NEUTRAL] And for our records, can you verify your email address?
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] I sure we have a different email address listed.
[CUSTOMER][NEUTRAL] Oh it might be my work address [PII].
[AGENT][NEUTRAL] OK, yes, I show that's what we have listed. Would you like for us to keep it as your work email address?
[CUSTOMER][POSITIVE] Yeah, you can keep it as that. I thought it was my regular, but you can keep it as that one. That's better.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And I show you have a couple of policies with us. Which policy are you trying to file a claim for?
[CUSTOMER][NEUTRAL] Uh, for the, uh, uh, hospital, uh, stay, I think hospital something like that.
[AGENT][NEUTRAL] OK, so for the hospital indemnity policy?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so for we, there is a claim form that you'll need to complete. The claim form is available on our online service and on our website, or we can mail you a claim form or fax one to you.
[AGENT][NEUTRAL] I can give you our online information to access the claim form online and you can also submit claims online. If you're not registered, you can set up an account. I can give you that information.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, I understand.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, for, um, to set up an account, you can go directly to [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Just
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then you would just follow the steps to register your account.
[AGENT][NEUTRAL] And also on our website at [PII], you can also obtain a copy of the claim form.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You'll complete that claim form and you can submit it once you register your account you can submit claims online.
[AGENT][NEUTRAL] And then along with that claim form, we will also need the itemized billing from the hospital that includes the procedure code and diagnosis codes.
[CUSTOMER][NEUTRAL] OK, the itemized billing.
[AGENT][NEUTRAL] Yes, from the hospital that provides the procedure codes and diagnosis codes.
[CUSTOMER][NEUTRAL] OK, and when I call the hospital, would they know what I'm talking about?
[AGENT][NEUTRAL] You can request the itemized billing. They also refer to it as the UBO4.
[CUSTOMER][NEUTRAL] UB 04.
[AGENT][NEUTRAL] 04, yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And just let them know that you're needing that statement, an itemized statement that includes the diagnosis codes and procedure codes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Then I go.
[CUSTOMER][NEUTRAL] And procedure.
[AGENT][NEUTRAL] And would you like your policy number?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Your policy number is 02538254.
[CUSTOMER][NEUTRAL] So 025338254?
[AGENT][NEUTRAL] Yes, it's 02538254.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And just make sure you reference your policy number as well on the documents.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can assist you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, no, that's it.
[AGENT][POSITIVE] OK, well thanks for calling APO you have a good day.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, bye.