AccountId: 011433970860
ContactId: c53c7fb1-1efc-45ff-aeb2-579f1d322e4e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 484709 ms
Total Talk Time (AGENT): 156024 ms
Total Talk Time (CUSTOMER): 260640 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/c53c7fb1-1efc-45ff-aeb2-579f1d322e4e_20250408T16:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. This is uh [PII]. I was just talking to someone from APL a few minutes ago and I, I don't think it was you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But um anyway I have a question about filing a claim and um I had gotten the information I needed to how to file a claim and um for my husband who is deceased, they tell me how to do that but I'm not positive which form claim form to use.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, all right, Ms. [PII], I can help you um as far as filing a claim. Can you please give me your policy number and your callback number?
[CUSTOMER][NEUTRAL] Uh, my call back number is [PII].
[AGENT][NEUTRAL] OK, and then what is your policy number?
[CUSTOMER][NEUTRAL] 2088
[CUSTOMER][NEUTRAL] 763.
[AGENT][NEUTRAL] Thank you. And then can you please verify your policy? Can you give me your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number, and email address that is on the policy?
[CUSTOMER][NEUTRAL] [PII] [PII] and the email is um [PII].
[AGENT][POSITIVE] Thank you very much for uh verifying your policy for us.
[AGENT][NEUTRAL] So you're wondering which claim form to use.
[CUSTOMER][NEUTRAL] Yes, um, my husband had, we had two hospital, um,
[CUSTOMER][NEUTRAL] Uh, ambulance calls that where he went to the hospital. And I know what she told me to do because he has passed away so he's not listed.
[CUSTOMER][NEUTRAL] You know, on the policy, even though he was to just go ahead and upload, you know, the forms with his information on it um I'm not sure which form to use for the ambulance.
[CUSTOMER][NEUTRAL] And the hospital stays since it, you know, it wasn't cancer, it was on a cancer policy, but it was a writer on the cancer policy. So I'm not sure if I'm, which form I'm supposed to use.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so your policy is a cancer policy, so you would need to use the cancer claim form.
[AGENT][NEUTRAL] Because that matches your policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK. Go ahead and put it under there, even though it's not to do with cancer, correct?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right. Because uh your policy has the um heart attack and stroke rider on it.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] And let me see if we have, we have a heart attack and stroke uh claim form real quick.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's gonna be just a minute while I look real quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's what I thought but I thought, well, um,
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] No. Um, so we don't have a heart attack and stroke claim form. So what you'll need to use is the cancer claim form because that's directly tied into the type of policy that you have.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] There's only a few things to fill out on that cancer claim form. Um, I mean, it says about the patient.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Non-local transportation, member lodging, um.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um, I mean, I'm not sure. I guess I just.
[CUSTOMER][NEUTRAL] Put in, I mean, I'm not sure what part of that form I fill out for these claims because it, you know, it doesn't say anything about hospital but, you know, stay or ambulance or.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I, I don't know, maybe I just start with, I'd start with this and then.
[AGENT][NEUTRAL] OK, here
[CUSTOMER][NEUTRAL] See what they tell me to do?
[AGENT][NEUTRAL] I just found the uh miscellaneous treatment and services claim form.
[AGENT][NEUTRAL] Do you see that one?
[CUSTOMER][NEUTRAL] Oh, OK, let me go back and see um.
[CUSTOMER][NEUTRAL] Uh continuation yes.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh, OK, miscellaneous treatment and services claim form, OK.
[AGENT][NEUTRAL] Fill out that one because that is for miscellaneous and I did look at that cancer claim form and I was seeing the same thing you were seeing. So if you fill out the miscellaneous treatment.
[AGENT][NEUTRAL] And services claim form and then attach your documentation to that.
[AGENT][NEUTRAL] It should work for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, because it doesn't really ask you.
[CUSTOMER][NEUTRAL] It, OK, it didn't really ask you for what you're filing. It just uh tells you to attach the forms. OK.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Right, correct.
[CUSTOMER][NEUTRAL] OK. OK. Well, I will, I will try that and if they say do something different, I'll do something different.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what if I, and so if I have like.
[CUSTOMER][NEUTRAL] Two different ambulance calls, would you think that uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I could put those because it doesn't ask for dates. I guess I can just put those on the same claim form.
[AGENT][NEUTRAL] Yes, I would put those on the same claim form that you're sending in with the rest of your documentation so that they have everything.
[AGENT][NEUTRAL] That you need
[AGENT][NEUTRAL] There when they examine the claim.
[CUSTOMER][NEUTRAL] OK. OK. Um.
[CUSTOMER][NEUTRAL] OK. Well, I guess I'll do that and then just let them ask me if there's something else they need cause I have hospital and then I have ambulance and I have, I'm not sure how I'm gonna get the, the diagnosis heart attack. I'm not sure exactly how that will all work. So I guess just the more stuff I attach, the better off I am.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I agree. Yes, ma'am. Give you everything that, um, anything that can help you with the examiners while they're um examining your claim for for um for payment.
[CUSTOMER][NEUTRAL] Maybe.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so is it, is it OK on this claim form to write the notes on it?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, it's not gonna be like they're only gonna read what's in the box. OK, OK.
[AGENT][POSITIVE] Correct, yes, you could put notes on there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK well I will try this then thank you so much for your help.
[AGENT][POSITIVE] You're very welcome, Miss [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] All right. Well, you have a wonderful day. Thank you for calling APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.