AccountId: 011433970860
ContactId: e17d3d58-6537-4f81-8b0e-2a90ee9b7510
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 514539 ms
Total Talk Time (AGENT): 152473 ms
Total Talk Time (CUSTOMER): 141519 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/e17d3d58-6537-4f81-8b0e-2a90ee9b7510_20250303T15:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is uh [PII]. I was talking to you a few minutes ago and uh for some reason we just cut off. I couldn't hear you.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, sorry about that. Yeah, I don't know what happened. OK, um, let's see, [PII], OK, first off, can I get a good callback number from you in case we're disconnected again?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, it's 1101253.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Let me just a moment.
[AGENT][NEUTRAL] Alright, and was this for uh is this for [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, if you would, [PII], just gonna verify some information, um, can you give me his date of birth, please?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then uh can I get the mailing address we've got on file?
[CUSTOMER][NEUTRAL] Um, let's see, I know it would have been.
[CUSTOMER][NEUTRAL] Um, let's see, when he passed, he was living in [PII].
[CUSTOMER][NEUTRAL] But when they had the policy, let's say.
[CUSTOMER][NEUTRAL] Let's see this one. Bye.
[AGENT][NEUTRAL] I do have an address. It's in [PII] if that helps.
[CUSTOMER][NEUTRAL] Oh, [PII], OK.
[CUSTOMER][NEUTRAL] Gosh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Perfect. OK, thank you so much for verifying that information, [PII]. So this policy was active from
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII] so anything within that time, uh, you're more than welcome to file those claims.
[CUSTOMER][NEUTRAL] OK. Now, what would I need to do like, um, I know you usually have to have an explanation of benefits, but he was in the [PII] so I didn't have any actual charges and I keep, I have trouble getting through to that VA hospital in [PII]. So do they give explanation of benefits from the [PII]?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm not familiar with how the VA might work um but I would definitely ask them if they still have any sort of um itemized statement that they might be able to give you um that's what we would really need is that itemized statement showing any diagnosis or procedure codes, so I would give them a call and see if they can't send you anything like that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. I'm just having so much trouble getting into anybody down there, but I'll just keep trying. Um, also, I think I saw a place on here. He was the last month, he was in the [PII] in hospice.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I read something in here about uh if they covered hospice, they didn't cover anything else. Does that, does that ring a bell or make sense?
[AGENT][NEUTRAL] If this policy covers hospice?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] I can definitely, sorry.
[CUSTOMER][NEUTRAL] It says that
[CUSTOMER][NEUTRAL] OK, it says it says that we will pay $200 for each day that you are confined in a hospital operated operated by the US statement.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, yeah, if that's, go ahead.
[CUSTOMER][NEUTRAL] But then the
[CUSTOMER][NEUTRAL] OK then I read somewhere down in here that uh if we pay that that we wouldn't pay anything else.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I don't know.
[AGENT][NEUTRAL] Sure, I can get clarification on that. Give me just a moment, [PII]. I'm gonna put you on a hold and reach out, um, to our claims specialist. Uh, this is a bit of an older policy. I'm not 100%, so I don't want to have to, um, I wanna make sure I give you that correct information, so bear with me just a moment. I'm gonna put you on a brief hold. I'll get right back with you, OK?
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Of course one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][NEUTRAL] Sing
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you today?
[CUSTOMER][POSITIVE] Oh, I'm doing good how are you?
[AGENT][NEUTRAL] Doing alright thank you um so I've got a member on the line um and I'm gonna be completely honest I'm not quite sure what kind of policy this is it's part of it's a bit older um but it was for her father um she is listening to the policy and she had several questions about um benefits on here and I really don't see a lot on on base so I was wondering if you could help her.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] On the.
[CUSTOMER][NEUTRAL] Uh, what's the policy number?
[AGENT][NEUTRAL] Uh, it is 101253.
[CUSTOMER][NEUTRAL] Uh, it
[CUSTOMER][NEUTRAL] OK, you can send her over.
[AGENT][NEUTRAL] OK, uh, we're speaking with, uh, her name is also [PII].
[CUSTOMER][NEUTRAL] Her name is what now?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] All right thank you bye bye.
[CUSTOMER][NEUTRAL] OK.