AccountId: 011433970860
ContactId: d3df206d-ed3e-40c0-ba5f-2648ab60e6f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 766559 ms
Total Talk Time (AGENT): 296988 ms
Total Talk Time (CUSTOMER): 382071 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/d3df206d-ed3e-40c0-ba5f-2648ab60e6f5_20250116T22:55_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], uh, this is [PII] calling. I am an APL, uh, individual insurance holder, uh, that we get through, uh, you guys, um, and we filed a claim. Um, I was trying and it says click the online portal. I had the claim number and everything and then when I go to type in new user, it says my, I don't even exist. I don't know who I talked to, so I'm kinda just trying to.
[CUSTOMER][NEUTRAL] Figure out what I'm doing wrong because I'm typing my information on my side good um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I, I don't know where to start.
[AGENT][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] Yes, sir. I can help you. And what did you tell me your name was again, please, sir?
[CUSTOMER][NEUTRAL] Uh, it's, uh, [PII].
[AGENT][NEUTRAL] OK [PII], what is your call back number?
[CUSTOMER][NEGATIVE] And that's [PII]
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, sir. And then what is your policy number?
[CUSTOMER][NEUTRAL] Uh, my policy number, hold on, let me go get that, sorry.
[AGENT][POSITIVE] Yes, sir, that's fine. Take your time.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Alright, APL, I should have that card.
[CUSTOMER][NEUTRAL] Every time.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Well, when you have something and it gets moved, uh, OK [PII] 8PL.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] If you want to give me your.
[CUSTOMER][NEUTRAL] Is there another way?
[AGENT][NEUTRAL] Yes, I was gonna tell you if you wanted to give me your social security number that'll pull it in for us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Yeah, that's fine. It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me pull it in like that. Oh, give me just a sec.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Oh that's annoying. I just had the uh.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] It's probably right in front of you. Because usually when that happens to me, it's right there and you, and it will show up as soon as we get off the phone.
[CUSTOMER][NEUTRAL] right.
[CUSTOMER][POSITIVE] Yeah that's usually, uh, I think I'm gonna actually agree with you on that. I.
[AGENT][NEUTRAL] OK. OK, [PII], um, for security reasons, I'm gonna need to verify your date of birth.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you sir and then what is your address phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] OK, and I'm in it's gonna be either or on my email, so I'll give you both and you can tell me yay or nay, um, but it's either one or the other, uh, so [PII].
[CUSTOMER][NEUTRAL] Uh, phone number [PII].
[CUSTOMER][NEUTRAL] Um, and then it's either for the email, it's either [PII] or um it's gonna be the [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, we've got the Kawasaki mat.
[CUSTOMER][NEUTRAL] Then that's my main one, yes.
[AGENT][NEUTRAL] Yes, sir. OK.
[CUSTOMER][NEUTRAL] I just didn't know if I put my professional one down so.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] I'm gonna go into the online service center real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And see if it's.
[AGENT][NEUTRAL] OK, I wanna make, I'm just gonna verify and make sure that everything matches what we have in the computer compared to what's in the online service center because everything has to match to the T, so I'm just gonna look at it real quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So that's fine.
[CUSTOMER][NEUTRAL] 2.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] When you signed in, did you use the username [PII]?
[CUSTOMER][NEUTRAL] Uh, no, uh, I, you know what, I don't think I've ever attempted to do it or if so I haven't remembered even logging into this either, so I went to, uh.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Yeah, that
[CUSTOMER][NEUTRAL] You know that's the thing. I don't think I've ever personally if I did it was, it was a it was a minute ago so like.
[AGENT][NEUTRAL] OK. Yes, sir.
[CUSTOMER][NEGATIVE] I just hit, I hit new user and I maybe that's why it's not doing it.
[AGENT][NEUTRAL] Right, so you already have an online service center profile set up. Your username is [PII]. If you use that, you can, I can't remember your password. You can reset the password and I'll send you a text message.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you can reset your password.
[AGENT][NEUTRAL] And in the meantime I'm gonna look at your claims.
[CUSTOMER][NEUTRAL] Um, with that cat
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, it should have been for my wife, uh, who had a, a baby last, uh, a couple months ago, um, and we were having problems with, with APL, um, just as and stuff and then we finally got everything straight away and I was getting these, uh, text messages, so I was like, OK, um, and then that's how we ended up on the phone with you.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir, I understand. OK, so were you just wondering what the status of the claim is?
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] Well, it says the status was complete. OK, I uh reset that sorry, um.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh, listen to that baby. How sweet.
[CUSTOMER][NEUTRAL] Yeah, she's uh.
[CUSTOMER][POSITIVE] Uh, I'm sorry. Uh, sorry. Uh, I'm sorry. Uh, so, I, uh, can you please repeat your last sentence? I'm so sorry about that.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] That's OK. Were you just wanting to get the status of your claims?
[CUSTOMER][NEUTRAL] Um, it's status kind of and everything else and
[CUSTOMER][NEUTRAL] Kind of a detail because then they told me that uh claim was complete, um.
[CUSTOMER][NEUTRAL] And I
[CUSTOMER][NEUTRAL] Like I said, it's the only thing I know, and.
[CUSTOMER][NEUTRAL] Um, that's kind of been.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] No thanks.
[AGENT][NEUTRAL] OK, so looking at
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] The claims that were sent in on [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] We received 312343 entries on [PII]. They were paid.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] They were paid um.
[AGENT][NEUTRAL] $1,025 to Edward Hospital.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And stuff. So, here's my question. I pay for the APL insurance on the, on the, the family plan and stuff. Isn't that a check that's cut back to our family for having that type of insurance?
[AGENT][NEUTRAL] Mm, it depends on, let's see.
[AGENT][NEUTRAL] You did send it, oh wait, I'm sorry. It, I'm sorry. I apologize, it wasn't paid to the hospital. It went.
[AGENT][POSITIVE] I am so sorry. I looked at the hospital because that's where you guys went to.
[CUSTOMER][NEUTRAL] Yes, no, that's fine.
[AGENT][NEUTRAL] It it is going to your direct deposit it's going to your direct deposit. It was released yesterday, so you got to give a couple of days for it to hit your bank and process.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then what uh what was the, no, what was the total amount for that?
[AGENT][NEUTRAL] I apologize.
[AGENT][NEUTRAL] Let me look at it again. Let me pull it up again. Yes sir, it's $1,025.
[CUSTOMER][NEUTRAL] Just curious.
[CUSTOMER][NEUTRAL] Because we just we apply it to our bills.
[CUSTOMER][NEUTRAL] OK, and that was like uh it broken down in the sense of because I believe it was like 500 for each day and she was in there for 12334 days.
[AGENT][NEUTRAL] Uh, it doesn't have the breakdown for me. It just has that the date of service was [PII].
[CUSTOMER][NEUTRAL] And it started in the.
[AGENT][NEUTRAL] Um, there was $1000 paid to the hospital and then $25 for clinic.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sorry, I just, I, I have a bill in front of me that I, uh, I'm just kind of just going over with you because like I said I'm new to all this, so if I ask a question, please don't feel uh sounds up. OK, let's see 4:19. I got that 420.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] So I have a release date.
[CUSTOMER][NEUTRAL] Uh, let's see, um, all the way in there, uh, to 422 on that, uh, bill that was sent over to you guys from Edward Hospital on the second page.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And stuff so I don't know if I have to look at my coverage again, um, but I, I thought it was 500 a day.
[CUSTOMER][NEUTRAL] And so I could be totally wrong. I just, you know.
[CUSTOMER][NEUTRAL] Alright, is there any way to look at that policy or?
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] So looking at the policy, um, and this is just to verify your coverage, it's not a guarantee of payment you have hospital admission benefit one day per calendar year.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] That pays for $1000.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then did it have anything uh else on that thing um.
[CUSTOMER][NEUTRAL] Uh, besides that, that would pertain to stuff like, uh, for hospital stay or anything like that?
[CUSTOMER][NEUTRAL] Or is that just a general coverage?
[AGENT][NEUTRAL] No, sir.
[AGENT][NEUTRAL] That's just the general coverage that helps with deductible. Wait, let me make sure I've got the right kind of policy here before I say that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, it's just that uh hospital indemnity. So hospital indemnity plan, what that is is it's a set amount.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For a covered procedure.
[AGENT][NEUTRAL] Your set amount was $1000 even if it had only been, you'd only been charged, let's say you were charged $200 for the day, we would still pay the $1000 because it's a set amount.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, no, that's that's, that's fine. I appreciate you answering that question and then, um, what account did we have that going to for direct deposit? I would assume it was the one I set it up on, but I can't remember off my top of the head, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, um,
[CUSTOMER][NEUTRAL] Uh, is that something
[CUSTOMER][NEUTRAL] Just so we know what we're.
[AGENT][NEUTRAL] I can give you the last four digits.
[CUSTOMER][POSITIVE] That works that works.
[AGENT][NEUTRAL] The last four digits of your account number?
[AGENT][NEUTRAL] Is [PII].
[CUSTOMER][NEUTRAL] OK, that's my wife. OK.
[AGENT][NEUTRAL] And the last four digits of your routing number is [PII].
[CUSTOMER][POSITIVE] Yeah, that, OK, I, that, yeah, that's going to my wife's account. OK, that's not a problem. That's good and so if that works for us, um, OK, um, awesome, I appreciate you taking the time and being so helpful with this, uh, you truly have been awesome.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh, it's no problem.
[AGENT][POSITIVE] Well, I've enjoyed it. I've enjoyed talking with you and I've enjoyed helping you and you guys just take care of that wee little one. Sounds so sweet, listen to that baby cry.
[CUSTOMER][NEUTRAL] And stuff so
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Oh, thank you.
[AGENT][POSITIVE] You're welcome. I haven't had a little baby around the house for a long time, so I enjoyed it.
[CUSTOMER][POSITIVE] So welcome,
[CUSTOMER][POSITIVE] Oh good, well you have a wonderful night, all right?
[AGENT][POSITIVE] OK, you too, [PII]. You have a blessed one. Thanks for calling APL.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Bye