AccountId: 011433970860
ContactId: c60eba43-fa5f-4a13-b8d9-ad0833d9dfb0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 457279 ms
Total Talk Time (AGENT): 137100 ms
Total Talk Time (CUSTOMER): 142479 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/c60eba43-fa5f-4a13-b8d9-ad0833d9dfb0_20250429T15:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, [PII]. I have some questions. I had, um, I spoke to [PII] yesterday and she sent me new forms.
[CUSTOMER][NEUTRAL] Because in last [PII], I had surgery.
[CUSTOMER][NEGATIVE] And was hospitalized for 3 days and I had
[CUSTOMER][NEGATIVE] I sent in my forms, but it was never received for some reason. So she sent me new forms because I hadn't filled out 3, you know, had the three forms. I, I had a, a confusing mixture of
[CUSTOMER][NEUTRAL] The um everyday solution claim form and um a disability claim form.
[CUSTOMER][NEUTRAL] So maybe that's why it never went through, but she sent them to me yesterday, and I just filled them out.
[CUSTOMER][POSITIVE] And I want to see if, can I fax them into you so I can finally get the money?
[AGENT][NEUTRAL] Um, yeah, uh, they can be faxed, um, but first, could I, sorry, could you verify um your name and your policy number, please, just so I can get that pulled up.
[CUSTOMER][NEUTRAL] My name is [PII]. Should I spell it?
[AGENT][NEUTRAL] Uh, no, that's fine. Um, do you have your policy number?
[CUSTOMER][NEUTRAL] I believe it is 02447931.
[CUSTOMER][POSITIVE] I hope that's the right number.
[AGENT][NEUTRAL] OK. Thank you. Um, and could you please verify the last four of your social and your um home address?
[CUSTOMER][NEUTRAL] Otherwise, otherwise I.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII] is my social. [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. All right. So I was able to get um your policy, uh sorry, your account verified and your policy pulled up. And so, you're asking if you can fax the claims forms, which you can. Um, let me get that pulled up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yeah I haven't faxed them yet. I just wanted to know if I could.
[AGENT][NEUTRAL] Yeah, you can. Um, is there a fax number listed on the forms that you have?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, it says 877-3659423.
[AGENT][NEUTRAL] Yeah, so you can fax them, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, what would I put on the cover sheet?
[AGENT][NEUTRAL] That
[CUSTOMER][NEUTRAL] Or just send it out as the hospital indemnity and everyday solutions claim form.
[AGENT][NEUTRAL] Um, that I am not sure if there are requirements for the cover sheet. Um, if you'd like, I can get you over to the claims department and they will be able to answer that, but I'm not sure if there are specific requirements as far as what needs to be on the cover sheet when you fax it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, yeah, if you could put me there then.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me one moment. I'm gonna grab someone from claims and uh get you over to them.
[CUSTOMER][POSITIVE] OK, thank you, [PII].
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[AGENT][NEUTRAL] Hey, so, it's [PII] in the billing team. How are you?
[CUSTOMER][POSITIVE] I'm good, thank you. How about you?
[AGENT][NEUTRAL] Good. Um, I have [PII] on the line, and she was calling about faxing over a claim form. Um, she's already been fully verified and everything. So she was wondering, um, like if there are any requirements for what she needs to include and um asking about the cover sheet and things like that. And I was just wondering if you'd be able to help her with that.
[CUSTOMER][NEUTRAL] Oh, sure, yes. Um, do you have a policy number?
[AGENT][NEUTRAL] Yeah, I can, um, her policy number is 2447931.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mm OK. Um, OK, so you have the member on the line.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. And did you get a callback number just in case we get disconnected?
[AGENT][NEUTRAL] Um, her, uh, callback number is [PII].
[CUSTOMER][NEUTRAL] OK. OK dokey. Did you verify any other information?
[AGENT][NEUTRAL] Um, yeah, she's already, um, have, have had her verify, um, her social and her address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. And then I'm ready for her then. Thank you.
[AGENT][POSITIVE] All right. You're welcome.
[CUSTOMER][POSITIVE] You have a good day.
[AGENT][NEUTRAL] Hi [PII], are you still there?
[CUSTOMER][NEUTRAL] Me too.
[CUSTOMER][NEUTRAL] Yes, I'm still here.
[AGENT][POSITIVE] OK, I have [PII] on the line and she is going to be able to assist you, uh, further with your questions regarding your claim form submission, OK?
[CUSTOMER][POSITIVE] OK, thank you so much. I appreciate your help.
[AGENT][POSITIVE] No problem have a great day.
[CUSTOMER][POSITIVE] You too thanks.
[CUSTOMER][POSITIVE] Good morning, Ms.