AccountId: 011433970860
ContactId: d63b0004-0fc7-4505-a382-487a9122665c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 678349 ms
Total Talk Time (AGENT): 122959 ms
Total Talk Time (CUSTOMER): 515047 ms
Interruptions: 2
Overall Sentiment: AGENT=1.8, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/d63b0004-0fc7-4505-a382-487a9122665c_20250501T13:39_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Good morning [PII], how's your day going?
[AGENT][POSITIVE] Good. How's yours?
[CUSTOMER][NEUTRAL] Oh well, I'm a little confused and hopefully you can help me. Um, my husband, um, has a policy and I guess it's going under the APL. I spoke with [PII], um, a week or so ago.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] And I've got some papers from APL and I have questions on those.
[AGENT][NEUTRAL] OK. Do you have the policy number?
[CUSTOMER][NEUTRAL] I do, uh, as soon as I find where it wrote it 2452637.
[AGENT][NEUTRAL] OK. And what was your name and date of birth?
[CUSTOMER][NEUTRAL] [PII] Everybody calls me [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, and what's the address on the account?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then lastly, do you have a good call back number in case we are disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK. And how can I help you today?
[CUSTOMER][NEUTRAL] OK, uh, accident claim form.
[CUSTOMER][NEUTRAL] Um, it says things that we need, um, and it says complete section A through F as in Frank.
[CUSTOMER][NEUTRAL] And completing section G is not required, however, it will reduce delays blah blah blah.
[CUSTOMER][NEUTRAL] I can't find a section F or a section G.
[CUSTOMER][NEUTRAL] On the paper.
[AGENT][NEUTRAL] OK, let me look.
[CUSTOMER][NEUTRAL] It says I'm looking for CLO form accident 1222.
[AGENT][NEUTRAL] OK, so section S is just, that's the accent, um, it's page 3, it's just like a disclosure, you actually don't complete anything, you just read it.
[CUSTOMER][NEUTRAL] Ok, so section.
[CUSTOMER][NEUTRAL] Page page page 3.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, page 3.
[CUSTOMER][NEGATIVE] OK, because it's like completing and how am I supposed to complete? There's no place for me to do.
[AGENT][NEUTRAL] As a list
[AGENT][NEUTRAL] Yeah, I know there's
[AGENT][NEUTRAL] So, and then section G is section G is the authorization to request information that's page 4, and that does have some boxes at the bottom to complete.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me see, it doesn't say G, so I'm marking it on there that says policy number, name of patient, date of birth, signature, blah blah blah, that's all.
[AGENT][POSITIVE] Yes, correct. Yeah.
[CUSTOMER][NEUTRAL] On OK, on section G, OK, and then moving on I've got also got the physician's form.
[CUSTOMER][NEUTRAL] Um, for him to fill out.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Lost my train of thought, help me.
[CUSTOMER][NEUTRAL] Oh, I was supposed to send in.
[CUSTOMER][NEUTRAL] All the
[CUSTOMER][NEUTRAL] Billing for the ER visit, the hospitalization.
[CUSTOMER][NEUTRAL] The follow up and physical therapy when we he gets that started that would be the whole billing summary and of everything itemized or whatever and is it a UB04 form?
[AGENT][NEUTRAL] Yeah, so that would be like for the hospitalization, the UBO4 is the um claim form that shows when he went to the ER um or went to the hospital.
[CUSTOMER][NEGATIVE] OK, because I called the hospital and she was going through it, you know, I'm like I need this all total because we haven't had received a bill yet for the whole thing. I said it needs to be itemized with the charges and that's what she said she said and talking in a language I don't understand. OK, I'll send you out a UBO4 form and I'm like, wait a minute, what is that?
[AGENT][POSITIVE] Yeah, that would be perfect actually.
[CUSTOMER][NEUTRAL] And she said it's.
[CUSTOMER][NEUTRAL] OK, so she's supposed to be mailing that to me, and then is it OK when I get that from the hospital that I send these this paper that I was talking to you about and the physician statement all in one.
[AGENT][NEUTRAL] Yes, that'd be fine. Yeah.
[CUSTOMER][NEUTRAL] Fax it
[CUSTOMER][NEUTRAL] OK, let's see, is there any other questions I had for you? I've got so many papers, [PII]. I don't know what I'm doing, um, it, it is, and, and, and it's like I was saying because when it first started out from.
[AGENT][NEUTRAL] I know it can be overwhelming.
[CUSTOMER][NEUTRAL] We have to pay the accident insurance. Does that go to APL or the Apple green?
[AGENT][NEUTRAL] Um, APL.
[CUSTOMER][NEUTRAL] For the
[CUSTOMER][NEUTRAL] OK, well it said something about sending a check and it come out to such and so and I mailed a check for a month because I didn't know how long he was gonna be off anyhow there was something in there oh it was mailed on.
[CUSTOMER][NEUTRAL] April
[CUSTOMER][NEUTRAL] [PII], but it had to be submitted by [PII] and I'm like what?
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] Yeah, now why you throw me something like that, you know, it's like,
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And then after I talked to [PII], uh, [PII]'s here, Dad, sorry, didn't mean to yell in your ear. [PII]'s here.
[AGENT][NEUTRAL] Oh no, you're fine.
[CUSTOMER][NEUTRAL] Oh, here comes the dog. She's our doorbell.
[AGENT][NEUTRAL] Got one of those too.
[CUSTOMER][NEUTRAL] Sorry, I'm, I'm sorry, [PII].
[AGENT][POSITIVE] Oh, you're totally fine, don't worry about it.
[CUSTOMER][NEUTRAL] Anyhow,
[CUSTOMER][NEUTRAL] It's everyday life for everyday people, right? Anyways, um.
[AGENT][POSITIVE] Yes, exactly.
[CUSTOMER][NEUTRAL] She said, oh, that was my mistake and I'm like, OK, well then I'm talking to her and then come to find out he didn't have disability.
[CUSTOMER][NEGATIVE] After we got all those papers filled out, which was a total hassle, and then I had to call APL so that started with [PII] she was wonderful, you know, walk me through this and then the hospital starts throwing this language at me and I'm like, you know, wait a minute, I don't work there. I don't know what you're talking about. I know what I need and I wanna make sure you're understanding what I need so I don't have to call you back. So, OK.
[AGENT][POSITIVE] Oh, wonderful.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEGATIVE] Hopefully the UB 04 form should come sometime this week and then I'll get these other papers filled out but like I said I was dumbfounded. I had a lady from church we're getting ready for a garage sale and I took the papers long she does taxes and I said, can you find FNG on here where I'm supposed to be sure to fill it out? I can't find it and she's looking she's going, uh, no.
[CUSTOMER][NEUTRAL] Uh, you know, and it's like, OK, I've got to call him tomorrow and then we got that other set of papers, you know, it's like, OK, alright, well I think [PII], you've taken care of that and I, I know it's time to get another check out do you have.
[CUSTOMER][NEUTRAL] A record of payment for his insurance, can you find that? Because I think.
[CUSTOMER][NEUTRAL] I'm paid through this week or he's paid through this week.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Um, OK, so this is paid through the group, so you're caught up, um, everything's current, so.
[CUSTOMER][NEUTRAL] To like [PII] or something, so I should get a check out this week for.
[CUSTOMER][NEUTRAL] The same amount
[AGENT][NEUTRAL] Um, yeah, it looks like so it's through Apple Green, that's his employer, is that right?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK, so, and do they payroll deduct the premiums?
[CUSTOMER][NEUTRAL] No, no, because he's not getting any check. Oh, normally they would if he's working.
[AGENT][NEUTRAL] Oh, I see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But since he's off we have to mail it and it said, let me see here made to Apple green attention [PII] [PII].
[AGENT][NEUTRAL] OK, yeah, I, I see.
[CUSTOMER][NEUTRAL] That's where I'm supposed to pay it.
[AGENT][NEUTRAL] Yeah, that would be to your employer, so yes, from our end you're fine because your employer pays like a large invoice so you're good, so.
[CUSTOMER][NEUTRAL] OK, all right, because like I said I.
[AGENT][POSITIVE] But yes, we get that payment now.
[CUSTOMER][NEUTRAL] OK, because I sent a payment in last month for 4 weeks for [PII].
[CUSTOMER][NEUTRAL] And I, I thought, why didn't I write down that date and I gotta dig out the checkbook. Oh well, I'll do that in a minute. It's like.
[CUSTOMER][NEUTRAL] I feel like I have 3 new jobs.
[AGENT][NEGATIVE] And you're not getting paid for them, darn it.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] No, and I, I'm getting frustrated. It's like, oh come on, ATL, Applegreen, who am I? Where am I going? Memorial Hospital, I don't know who I'm talking to. So, anyhow, I'm trying to do the best I can and I apologize for asking repeated questions over and over again, but I just wanted to, to make sure, oh, it was.
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] What we're here for.
[CUSTOMER][NEGATIVE] Yeah, it was just on the [PII] that can't be right [PII] that I called medical records to get that.
[CUSTOMER][NEGATIVE] Paper and they said after I went through all that and uh they gave me this paper and told me to bring all this stuff it's like OK you don't need to talk to medical records you need to talk to billing and I'm like well this damn thing says talk to medical records so it's like what somebody tell me what I'm supposed to do there was I think another question I had.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Now that I'm thinking of it, where is that?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So we're doing the accidental injury benefit.
[CUSTOMER][NEUTRAL] And medical expense benefit.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] That was a whole list of stuff I'm like gunshot no family care, no auto home no.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. I think I have it, [PII]. If not, I guess I'll call y'all back and chat for a while. Y'all get my brain back and say, calm down, you're doing fine.
[AGENT][POSITIVE] Oh yeah, absolutely, that's what we're here for. We're here to help. Anytime you need help, we can walk you through it, so.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] I love to hear that and somebody that speaks in an understandable language, you know, to explain what I'm doing because I don't know all the jargon for. OK, well thank you so much and I, I hope you have a wonderful day, [PII].
[AGENT][POSITIVE] Absolutely.
[AGENT][POSITIVE] Hey, thank you, [PII]. It was great talking to you and I hope you have a good day too, and thank you for calling APL.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Uh huh bye bye.