AccountId: 011433970860
ContactId: cb5caef6-c7c7-4048-ae59-c146c18342a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 747070 ms
Total Talk Time (AGENT): 351021 ms
Total Talk Time (CUSTOMER): 172706 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/cb5caef6-c7c7-4048-ae59-c146c18342a0_20250312T17:16_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Good morning, Ms. [PII]. Good afternoon.
[CUSTOMER][NEUTRAL] How you doing this morning?
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] I'm doing fine this afternoon. How are you doing today?
[CUSTOMER][NEUTRAL] Alright.
[AGENT][POSITIVE] Good. How can I help you?
[CUSTOMER][NEUTRAL] I was calling.
[CUSTOMER][NEUTRAL] I was calling in reference with my claims I have of the insurance.
[CUSTOMER][NEUTRAL] And uh,
[CUSTOMER][NEUTRAL] I have the uh the paperwork that I need but I'm trying to see what I need to do to uh send it off.
[AGENT][NEUTRAL] OK, so you're the insured and you're wanting to find out how to submit some paperwork to us. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And Ms. [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is your policy number, please?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Uh, I think it's 227-029-9.
[AGENT][NEUTRAL] OK. Thank you, Ms. [PII]. Give me a couple of moments, please, to get all of your information pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And uh the claim, is it for you, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK. Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so Ms. [PII], any information that I do provide for you would be a verification of benefits and not a guarantee of payment. I will need to verify several things with you first for security. So 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].
[AGENT][NEUTRAL] Thank you. The phone number that we have for you is the same as the one you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you. And lastly, your email address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, now we have something different.
[CUSTOMER][NEUTRAL] You have [PII]?
[AGENT][NEUTRAL] Yes, ma'am. Is that still a valid email address?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] All right. So you're going to be filing a claim. Is that correct, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so have you ever set up your profile in our portal called the online service center?
[CUSTOMER][NEUTRAL] No, I don't think so.
[AGENT][NEUTRAL] OK, now I can email you the user guide for how to set up that profile because Ms. [PII], once you do set it up you can submit claims information directly to us by uploading it into the portal and this user guide would explain how to do that.
[AGENT][NEUTRAL] It can also be faxed or it could be mailed, but we cannot accept claims information via email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But you say, but you say I can fax it or mail it.
[AGENT][NEUTRAL] Yes, ma'am. It can be faxed, it can be mailed or the most efficient way would be to upload it directly into your portal.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, um, give me just a moment, please. Um, OK.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Now on um for your, do you already have your claim form, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yeah, I have a witness claim form and I also have uh
[CUSTOMER][NEUTRAL] The uh hos hospital.
[AGENT][NEUTRAL] Indemnity
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, because I was just wanting to make sure that you have those because they do have all of the instructions on the first page as to what you would need to submit to us along with your claim form.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Now, the fax number that's on the bottom of the first page of the claim form is our secured fax line.
[AGENT][NEUTRAL] And you would just put it to attention claims.
[CUSTOMER][NEUTRAL] That's
[AGENT][NEUTRAL] The [PII]?
[CUSTOMER][NEUTRAL] Uh yes ma'am.
[AGENT][NEUTRAL] OK, so that's our secure fax line and then there should also be a [PII].
[AGENT][NEUTRAL] In [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And that would be the mailing address. Also, you would put it to attention claims department.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, so,
[CUSTOMER][NEUTRAL] So, let me ask you this.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] So you said, you're saying I can mail it, right? So if I was to mail the information, would y'all mail my stuff back to me?
[AGENT][NEUTRAL] No, ma'am, we do not.
[CUSTOMER][NEUTRAL] So they would have to be copies?
[AGENT][NEGATIVE] Yes ma'am, we will not be returning.
[AGENT][NEUTRAL] What is submitted.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If you were wanting to maintain a copy for yourself, yes, ma'am, you would have to make a copy before you mail.
[AGENT][NEUTRAL] Your originals.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So do you have any other questions for me at the moment, Ms. [PII]?
[CUSTOMER][NEUTRAL] I'm just trying to make sure, uh,
[CUSTOMER][NEUTRAL] And you said how long it takes y'all to process the payment?
[AGENT][NEUTRAL] Once we receive the claim.
[AGENT][NEUTRAL] The typical approximate review time is 7 to 10 business days.
[CUSTOMER][NEUTRAL] OK. And can you tell me if you were hospitalized, how much you supposed to get?
[AGENT][NEUTRAL] Again, I can provide you with your benefit information is, but I cannot guarantee payment over the phone. We will have to receive the claim, Ms. [PII], to review first.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] So on this, yes, ma'am, I can't guarantee any type of payment.
[AGENT][NEUTRAL] Now, if you were me it in.
[CUSTOMER][NEUTRAL] So you just.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Ma'am, no ma'am, what was your question?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, you can go.
[AGENT][NEUTRAL] OK, so one moment.
[AGENT][NEUTRAL] Let me get your benefit information pulled up.
[AGENT][NEUTRAL] So if you were admitted as an inpatient into the hospital, let's see.
[AGENT][NEUTRAL] You have a daily hospital confinement benefit of $30.
[AGENT][NEUTRAL] On this plan.
[AGENT][NEUTRAL] You also have an annual first occurrence hospital rider, which is $500.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah, I, I, I was told the $500.
[CUSTOMER][NEUTRAL] For my daughter who had was hospitalized.
[AGENT][NEUTRAL] OK, so is the claim that you're gonna be filing the checks for you or for your daughter?
[CUSTOMER][NEUTRAL] Well, it's, it's me, my daughter and my son that, that was on the plane, that's on the plane now.
[AGENT][NEUTRAL] Yes ma'am, but I was just wondering who you were filing a claim for.
[CUSTOMER][NEUTRAL] Uh, myself also, and my daughter, she was also hospitalized.
[AGENT][NEUTRAL] OK, so yes ma'am, so you would provide claim forms for each of you and you would also provide the necessary information that's listed on the instructions for each of you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I can just send you the copies of uh the uh.
[CUSTOMER][NEGATIVE] The paperwork and she was hospitalized and discharged.
[AGENT][NEUTRAL] Yes, ma'am. Again, I would recommend using those, those instructions that are on page one of your hospital indemnity claim form as a checklist to make sure that you, you know, have everything that you need for us to review this type of claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you have
[CUSTOMER][NEUTRAL] So, so whoever, um, I'm so, so whoever I'm getting the the claims for their names supposed to be on that paper.
[AGENT][NEUTRAL] Yes, ma'am. You would have to do a claim form for yourself and you would have to do a claim form for your daughter, and then you would have to provide the necessary documents for each claim because that's two separate claims, one for you and one for her.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Can you tell me how long I had this uh the uh hospital in [PII]?
[AGENT][NEUTRAL] Uh, this policy went into effect [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Yes, ma'am. Well, you're very welcome. So is there anything else that I could?
[CUSTOMER][NEUTRAL] So, um,
[CUSTOMER][NEUTRAL] Yes ma'am, so you're saying I had this uh this to
[CUSTOMER][NEUTRAL] How long I had the insurance? Could you tell me that?
[AGENT][NEUTRAL] This policy has been in effect since [PII].
[CUSTOMER][NEUTRAL] For this one I apply for it.
[AGENT][NEUTRAL] This is through your employer, through Monroe City Schools.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes ma'am, this is a group enrollment plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Yes, ma'am. Well, you're welcome. So do you have any other questions?
[CUSTOMER][NEUTRAL] I don't know, man, you said you was gonna send something through my email or something.
[AGENT][NEUTRAL] Uh yes ma'am, I did. I emailed you the user guide for the portal with the instructions on how you can set up your profile so that you can have access to your information regarding your policies online and you can also upload your claims information into the portal.
[AGENT][NEUTRAL] For our review. Yes ma'am. Well, you're welcome. And again, that email is gonna come from [PII] team [PII] and I did put APL and online service center in your subject line for you.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Well, you are certainly very welcome. So again, anything else I can help you with?
[CUSTOMER][POSITIVE] No, ma'am, thank you.
[AGENT][POSITIVE] Well, you're welcome and thank you for calling APL. I hope that you have a very nice uh rest of your day today, Miss [PII].
[CUSTOMER][POSITIVE] Yes ma'am you do the same thank you bye bye.
[AGENT][POSITIVE] Yes ma'am thank you bye bye.