AccountId: 011433970860
ContactId: e411b1e7-3612-46bd-8470-8f0ac5dbd4a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 593719 ms
Total Talk Time (AGENT): 278077 ms
Total Talk Time (CUSTOMER): 176875 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/e411b1e7-3612-46bd-8470-8f0ac5dbd4a6_20250529T15:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], um, I needed to figure out how to submit a claim, um, for basically like my therapy appointments.
[AGENT][NEUTRAL] OK, alright, I can help you with claim status on how to to uh submit one. Can I please get your your name and your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yes. Uh my name is [PII]
[AGENT][POSITIVE] OK, thank you, Ms. [PII].
[AGENT][NEUTRAL] And what is your phone number I can call you back on if the call is dropped?
[CUSTOMER][NEUTRAL] Um, my phone number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, ma'am. And may I have your policy number, please?
[CUSTOMER][NEUTRAL] Um, yes, let me pull that up.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] I'll go ahead and take your time.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK. Um, here's the policy number.
[CUSTOMER][NEUTRAL] Um 025.
[CUSTOMER][NEUTRAL] 668
[CUSTOMER][NEUTRAL] 76.
[AGENT][NEUTRAL] OK, let me pull that policy up real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], can you verify your date of birth for me, please, ma'am?
[CUSTOMER][NEUTRAL] Yes, um, [PII].
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number, and email address that we would have on the policy for you?
[CUSTOMER][NEUTRAL] So I am actually like um under the employee and child one, so this is my dad's insurance. So would you need his address and stuff?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, he's the um policy holder.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, alright, hold on, just give me one second.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] This is so horrible. I just have his address memorized when I drive there, but I don't actually know the numbers.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] I, I just get in the car.
[AGENT][NEUTRAL] And you don't have to have his email address unless you just know it. Um, 9 out of 10 times people don't know what their mom and daddy's email addresses are.
[CUSTOMER][NEUTRAL] I know I just like drive there um but I do know his email address. Um, that is, yeah, it's because it's so simple. He was one of the first people to get like an email address on Yahoo, so it's just his first name and last name [PII].
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Oh, OK, good.
[AGENT][POSITIVE] Uh oh wow.
[CUSTOMER][NEUTRAL] Yeah, [PII]
[AGENT][POSITIVE] Yes ma'am, that's correct.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then just need the street address.
[CUSTOMER][NEUTRAL] The address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you very much for giving me that information.
[AGENT][NEUTRAL] Alright, so you're wanting to file a claim for yourself and you just need to know how to do it, is that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so there's uh 2, well, several different ways you can do it. The first one is using the online service center and you would probably have to get with him to see what his um username and password is if if he signed up for it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But let me give you the website just in case um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] It's secured, [PII].
[AGENT][NEUTRAL] Dot AM.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] When you go in there, you're gonna choose your hospital indemnity policy.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And you'll click claims and forms and choose the hospital indemnity claim form.
[AGENT][NEUTRAL] And then there's a cheat sheet up at the top part of the claim form that tells you everything that you need to send in with your claim. Also, if you can't get in there if you go to our um company website at [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's the same address with that secured in front of it and the top right hand corner click on claims and forms.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you would choose the hospital indemnity claim form.
[AGENT][POSITIVE] And it I'm gonna pull it up right now so I can tell you what page it's on. I'll kind of give you a little help there with what page.
[CUSTOMER][NEUTRAL] OK and one.
[AGENT][NEUTRAL] It's on page 2. It's the first one on page 2.
[AGENT][NEUTRAL] Of the claims and forms.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And when you download the form, the instructions for insured or patient, um, you'll need to complete the claim form.
[AGENT][NEUTRAL] And uh
[AGENT][NEUTRAL] An itemized bill with diagnosis and procedure codes will need to be sent?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then um let me give you the address where to send those. Well, there's uh there's two different ways you can fax it in and I can give you the fax number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's 1877.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 942 [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the mailing address, if you have to mail it in, will be [PII].
[AGENT][NEUTRAL] And that is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that's in [PII], [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Now if you guys sign up for the online service center and and do it in there you can do everything right there through the online service center you can file your claim through there once you submit it, you'll get a confirmation number that we have received it.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] What.
[AGENT][NEUTRAL] After we receive the claim, it takes 7 to 10 business days to process.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, cause I'm looking through, um, cause I probably fax it, and I see, I'm on the page that says claims forms and policy change documents.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And so I'm trying to filter it to where.
[CUSTOMER][NEUTRAL] Um, it would be like the exact one that I needed.
[AGENT][NEUTRAL] Right. And it'll be, it'll say hospital indemnity claim form.
[CUSTOMER][NEUTRAL] On here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, here it is. OK.
[CUSTOMER][NEUTRAL] All right. And so would I just um submit like an explanation of benefits, uh.
[CUSTOMER][NEUTRAL] With that
[AGENT][POSITIVE] Yes, you can if you have an explanation of benefits that would be great. You can send it with it along with the itemized statement.
[AGENT][NEUTRAL] With your procedure codes and diagnosis codes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, and then itemized statement.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] All right. Thank you.
[AGENT][POSITIVE] You're so welcome. Is that everything I can help you with before we go, Ms. [PII]?
[CUSTOMER][NEUTRAL] Um, I think.
[CUSTOMER][NEUTRAL] So because I know I don't think he has um the account registered or anything for like the online aspect of it so I think I'd probably have to get it faxed in.
[AGENT][NEUTRAL] OK, OK, that'll be fine unless your daddy wants to sign up for it and then give you the username and password so when you wanna file your own claims or if he wants to do it with you either way is fine.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] OK. All right. Thank you so much.
[AGENT][POSITIVE] You're very welcome, Miss [PII]. I hope you have a good day and we thank you for calling APL.
[CUSTOMER][POSITIVE] All right. You too.
[AGENT][NEUTRAL] Uh bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Bye.