AccountId: 011433970860
ContactId: dce8805c-e33b-405e-aaf7-c532e57e8cc1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 406239 ms
Total Talk Time (AGENT): 182430 ms
Total Talk Time (CUSTOMER): 198951 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/dce8805c-e33b-405e-aaf7-c532e57e8cc1_20250106T18:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. I just wanted to check and make sure you guys received the direct deposit direct deposit form that I sent in on Friday to the fax.
[AGENT][NEUTRAL] OK, yeah, I can see if we received that. You said your name was [PII] I'm sorry.
[CUSTOMER][NEUTRAL] Yeah, [PII] Last name [PII]
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Got it thank you um really quick, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] Thank you. And then do you have your policy number?
[CUSTOMER][NEUTRAL] Yeah, I can get out my text message. Hold on one second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] See.
[CUSTOMER][NEUTRAL] 02552188
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK. I'm just gonna verify some information really quick, [PII]. Can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect. Last thing I need is the email address that we've got on file for you. Uh, looks like it might be through an employer.
[CUSTOMER][NEUTRAL] Oh, it's [PII].
[AGENT][NEUTRAL] OK perfect thank you for verifying that information. Alright, give me just a moment let me double check um just to make sure um.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Could you tell me which fax number you sent it to [PII]?
[CUSTOMER][NEUTRAL] Um, yeah, you should have sent it to the same [PII].
[AGENT][NEUTRAL] OK, OK, that's our claims let's see.
[AGENT][NEUTRAL] Bear with me just a moment.
[CUSTOMER][NEUTRAL] We
[AGENT][NEUTRAL] And you said this was submitted on Friday?
[CUSTOMER][NEUTRAL] Yeah, it would have been a Friday afternoon.
[AGENT][NEUTRAL] OK, so I do see that we've received it received, excuse me, some information on the [PII]. It looks like it's currently processing, so it does look like we did receive it.
[CUSTOMER][NEUTRAL] OK, um, alright, yeah, so.
[AGENT][NEUTRAL] So it's probably just gonna take them a little bit um I'd say maybe maybe a day or two longer um for them to actually input that information so it reflects on your um policy.
[CUSTOMER][NEUTRAL] OK, and then do I get any correspondence with you guys when the claim is like approved or denied or if they need anything else or?
[AGENT][NEUTRAL] You OK, so typically we'll mail information out um I would take the quicker option would be to use our online portal have you created an account on our website before?
[CUSTOMER][NEUTRAL] No, I have not, and I don't think it lets me because my employer had you guys for [PII]. But now, what they got, they have, they have like an Allstate plan for us now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh OK so yeah that might need to be OK so typically yes you would be able to be able to look on our website we will mail something out to you. Uh, I would think if you wanted something quicker, uh, just give us a call. Now for claim information, um, that can take can take 7 to 10 business days for that information to process. So you and you're more than welcome to call anytime between then just to check on it because it's very possible it would get done sooner than that so it's completely up to you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] But OK, then all I sent right now was the claim form, my like itemized bills. I think there were 3 of them that I sent. they were broken down into 3 actual bills. And then I sent the direct deposit form like separately because I wasn't aware of them.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, they said, yeah, just speed up things, but, OK, well then I guess I, yeah, I'll call back in a couple days and just, just see where they are with that.
[AGENT][NEUTRAL] I understand
[AGENT][MIXED] Sounds good, right, yeah, definitely just got I like setting the expectation that it can take up to that long, but it again it very well may not so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, thank you so much for your help. I don't know if you know the answer to this question. I was only in the hospital, like I got admitted, you know, on [PII], and then I was discharged on [PII]. And I know my plan has like a $2500 hospital admission.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, I was put into the ICU, but I figured they probably would just pay the ICU benefit over the daily confinement benefit. Do you know if the ICU benefit, does it, is it paid on the first day? Is it paid in addition to the admission benefit, or is it something they just, it starts on the second day of the stay?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It should be the same. So as long as you were admitted to the hospital, that is that benefit. And then if you were moved to the ICU then that is a separate benefit so it should pay both of those. I wouldn't be able to answer that accurately until I see what we actually received, but from what you're saying, that sounds accurate.
[CUSTOMER][NEUTRAL] Yeah, cause it's like I was admitted. I was never on like um a regular forum, so like I was admitted at, you know, like in the early afternoon, and then by like [PII], [PII], you know, they moved me into the ICU because I was on an insulin drip. Um
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then, you know, the next day, I was discharged. So I was just trying to figure out if they're just gonna pay the, the admission benefit, the $2500 and then like the ICU consignment would start on, you know, actually on [PII] Day for the $400 or if it was gonna be like the $2500 plus the $400 for one night, and then the 2nd $400 you know, for like the second day since it was a new day after midnight when
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, yeah.
[CUSTOMER][NEUTRAL] You know, that's like that's what I was confused. I never got a copy of the policy because I started like at this employer like later in the year.
[CUSTOMER][NEGATIVE] And I never got a copy and then I know you guys said you weren't able to send me a copy because the policy was technically lapsed because my employer was another provider. So I feel like I could never put my eyes on the policy to like interpret it correctly.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I understand yes OK so once we of course get that um your direct deposit form and all of that information we'll be able to, you know, put that information squared away, but I can say um.
[AGENT][NEUTRAL] What you're saying does sound accurate um as long as what all you submitted to us as long as that's going to be reflected on the statements, then you should be fine in receiving those benefits.
[CUSTOMER][POSITIVE] OK, great. Well thank you so much for your help and like I said I'll call back in a couple days to check on the status.
[AGENT][POSITIVE] Oh yeah, of course.
[AGENT][NEUTRAL] Did you have any other questions for me at the moment, [PII]?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] No, ma'am, that's it thank you.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.