AccountId: 011433970860
ContactId: cfa578c6-4abf-48f4-bc3f-a859d959d8a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 428470 ms
Total Talk Time (AGENT): 119063 ms
Total Talk Time (CUSTOMER): 110166 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/cfa578c6-4abf-48f4-bc3f-a859d959d8a0_20250404T15:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you?
[AGENT][NEUTRAL] Right
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] I'm good. I'm calling um about my hospital in [PII]. I spoke with someone.
[CUSTOMER][NEUTRAL] Um, earlier this week and they told me just call back after I had my surgery.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] To do the, I guess the process of um filing a claim.
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] It's um 250.
[CUSTOMER][NEUTRAL] 7990.
[AGENT][NEUTRAL] And could you give me your name and your date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Just need to verify a few pieces of information. Um, do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] 599.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is your address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then lastly your email address.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] L I N D E R, the number 2.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so are you on our portal right now?
[CUSTOMER][NEUTRAL] I can't hear you. What did you say?
[AGENT][NEUTRAL] Are you on our portal um trying to log in to get upload claims or do you just have questions about the uh what we need or?
[CUSTOMER][NEUTRAL] I'm not on the portal at the moment, oh.
[CUSTOMER][NEUTRAL] So I'm the port.
[CUSTOMER][NEUTRAL] So how do you, what, what do you have to go through to get on the portal?
[AGENT][NEUTRAL] OK, have you ever made an account?
[CUSTOMER][NEUTRAL] I don't think I did.
[AGENT][NEUTRAL] OK, and let me double check.
[CUSTOMER][NEUTRAL] Is this
[AGENT][NEGATIVE] Give me just a moment system's running just a bit slow.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Uh, looks like you do have an account.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Got it.
[AGENT][NEUTRAL] Got your username is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, I don't know your password, so.
[CUSTOMER][NEUTRAL] OK, what, uh, what's the website? What's the address to that portal because I can't remember.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, it's secured. [PII].
[CUSTOMER][NEGATIVE] Say that again, you were breaking up.
[AGENT][NEUTRAL] And it's secured [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Or [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] remember.
[CUSTOMER][NEUTRAL] Oh, OK, I'm in.
[AGENT][POSITIVE] OK, great.
[AGENT][NEUTRAL] Um, there should be a, you could get a claim form for the hospital indemnity plan.
[AGENT][NEUTRAL] And then complete that and then um attach what we'll need from the day. Have you already attached anything or or or have you already sent anything in?
[CUSTOMER][NEUTRAL] No, I haven't.
[AGENT][NEUTRAL] OK. OK. Just making sure.
[CUSTOMER][NEUTRAL] OK, please download forms.
[CUSTOMER][NEUTRAL] OK, I and everyday solution claim form, so I would just fill this out, send the paperwork in that I need.
[CUSTOMER][NEUTRAL] And 2.
[AGENT][NEUTRAL] Yes, just make sure, um, get an itemized bill from the, um, hospital. Make sure it shows, you know, specifically what type of surgery it was, with the diagnosis code.
[AGENT][NEUTRAL] Because we'll need both of those pieces of information and then of course your bill charges.
[CUSTOMER][NEUTRAL] I, I bill bill charges.
[CUSTOMER][NEUTRAL] And what was the 3rd 1?
[AGENT][NEUTRAL] Um, so your diagnosis and then the type of surgery, and then the bill charges.
[CUSTOMER][NEUTRAL] OK, is it a specific fax number?
[CUSTOMER][NEUTRAL] And I need to fax this to.
[AGENT][POSITIVE] Yes, you can fax it to us. Yeah.
[CUSTOMER][NEUTRAL] OK, is it the [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] OK, is there anything else I can help with today?
[CUSTOMER][POSITIVE] I think that's that answered my questions.
[AGENT][POSITIVE] OK, perfect. Well, if you have any more questions, don't hesitate to give us a call back and thank you for calling APL. I hope you have a good weekend.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye.