AccountId: 011433970860
ContactId: cea14be3-bc9d-4633-8803-64b9a7d22cf2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 244479 ms
Total Talk Time (AGENT): 118776 ms
Total Talk Time (CUSTOMER): 116076 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/cea14be3-bc9d-4633-8803-64b9a7d22cf2_20250411T20:50_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, my name is [PII], and I'm gonna, I want, I'm trying to file a claim, um, for a hospital indemnity plan, um, one for me and one for my husband, and my question is, what it, I don't, I've done this before, but it's been a long time what all documents do I need?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, it depends. So, um, you'll always need the hospital indemnity claim form.
[AGENT][NEUTRAL] And your itemized bill from like the hospital or doctor's office, you know, wherever you're getting the service. Mhm.
[CUSTOMER][NEUTRAL] From the hospital, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the
[CUSTOMER][NEUTRAL] So just the hospital bill?
[AGENT][NEUTRAL] Yes, ma'am. Just make sure I would stress to them, make sure it has the diagnosis codes and the procedure codes and then all the charges.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So diagnosis code procedure code.
[CUSTOMER][NEUTRAL] And then you said diagnosis.
[AGENT][NEUTRAL] Uh, diagnosis, procedure, and then all the charges.
[CUSTOMER][NEUTRAL] Oh, charges, charges, yeah, that's what I was getting, OK.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] And then as long as you have that, you know, if you wanted to submit like notes or anything additional, that's fine. Um, but as long as you have those two,
[CUSTOMER][NEUTRAL] OK, but that's.
[CUSTOMER][NEUTRAL] And I can fax them in?
[AGENT][NEUTRAL] Let me see what type of hospital indemnity policy you have. If it comes to APL, yes, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me find my policy number and I will.
[AGENT][POSITIVE] Oh, take your time.
[CUSTOMER][NEUTRAL] Tell it to you it's not too far. There it is. OK, let me see policy number are you ready?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] 024635545
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] OK, date of birth is [PII]. Mailing address is [PII], and email is [PII].
[AGENT][NEUTRAL] Thank you for that, and all the information provided is a verification of benefits, not a guarantee of payment. And so for your um hospital indemnity policy, it does come to APL, so you do have the option to fax. Did you need the fax number?
[CUSTOMER][NEUTRAL] I believe it's on this form, um where I got the phone number. Give me just one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, where, yeah, um, is it [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, OK. Well, I'll work on getting the, all the stuff from the hospital then.
[AGENT][NEUTRAL] Alrighty, well, was there any
[CUSTOMER][NEUTRAL] And you needed
[CUSTOMER][NEUTRAL] No, you did, but there it has to be an admin day and a discharge time, right?
[AGENT][NEUTRAL] I mean, it really does, sometimes they do ask for that. I don't know what makes them ask for that, but as long as you have that itemized bill and and most of the time that's on the bill anyway. So, so it'll have everything, but make sure you stress you're asking them for their version of the bill itemized bill, not the patient itemized bill.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It'll be on there, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For the hospital's itemized bill. OK.
[AGENT][NEUTRAL] Right, mhm, because sometimes when the patients ask that they do send you all the itemized bill, but it just shows like what you got and what you're paying for, not why, which is the diagnosis.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] OK, OK, OK all right well I appreciate your information.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Well, thank you so much for calling APL. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Alright, well have a great weekend.
[CUSTOMER][POSITIVE] OK you too bye bye.
[AGENT][NEUTRAL] Bye-bye.