AccountId: 011433970860
ContactId: e9a2120c-a1f8-484a-8748-3866503e36a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 527700 ms
Total Talk Time (AGENT): 309388 ms
Total Talk Time (CUSTOMER): 146190 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/e9a2120c-a1f8-484a-8748-3866503e36a8_20250609T18:29_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, um, my name is, uh, [PII], and, um, I know this is one of the parts of, I'm with.
[CUSTOMER][NEUTRAL] Search for APL. I'm trying to figure out what this management analyst.
[CUSTOMER][NEUTRAL] Um, limited benefit hospital amenity is because I just was in the hospital like a week ago. I was trying to find out what this is.
[AGENT][NEUTRAL] OK, Miss [PII], so you have a policy with APL? Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and you have some questions on filing a claim, is that correct?
[CUSTOMER][NEUTRAL] Well, I, I think the hospital probably should be filing the claim, but I was trying to find out exactly what is um Lented Benefit hospital amenity.
[AGENT][NEUTRAL] Indemnity plan is, OK, so you have some questions on the benefits on your policy, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am, I can help you with that. And Miss [PII], what is your callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And what is your policy number, please?
[CUSTOMER][NEUTRAL] Let's see. Oh, is it that medical ID? is that what that is?
[AGENT][NEUTRAL] No, ma'am, you would have a policy certificate or policy. It doesn't start with a letter, it would start with a number.
[CUSTOMER][NEUTRAL] Oh, you talking about through the hospital?
[AGENT][NEUTRAL] On your hospital indemnity ID card, there should be a policy certificate number.
[CUSTOMER][NEUTRAL] Oh, I'm sorry, that's um 02603461.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, thank you. So one moment please while I get your information pulled up. Once I do, Miss [PII], I will have to verify several things with you first for security and then also any information that is provided would be a verification of benefits and not a guarantee of payment. So one moment please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so first off, Miss [PII], if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] Yes, um, [PII].
[AGENT][POSITIVE] Thank you, also your home mailing address.
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one that you gave me, so again, that is your best contact number that we should have, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Thank you and the last piece of information to verify will be your email address.
[CUSTOMER][NEUTRAL] Mm yes, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, thank you so much for verifying your information. So Miss [PII], I can see that you have previously set up your profile in the online service center. When did you do that?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, that may have been.
[CUSTOMER][NEUTRAL] Couple of months ago.
[AGENT][NEUTRAL] OK, and there were
[CUSTOMER][NEUTRAL] I'm not exactly sure because I'm sitting there trying to figure it out.
[AGENT][NEUTRAL] OK, so the reason that I'm asking you that is because we did have an update to our portal so you will have to set up a new profile when you go to that log in page it says create OSC account. Now I do have a couple of user guides that I would be happy to email to you if you would like that explains how to set up the new profile and then also.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, some instructions on using the new portal. Would you like for me to email you those?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Alright, so let me go ahead and do that for you. Give me just one second.
[AGENT][NEUTRAL] OK, and so the the email that you're gonna receive from me, Ms. [PII] will come from [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I did put um [PII] in the subject line so that that'll be easy for you to recognize, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you should have that. I don't think it will go to your junk or spam folder, but in the event that you have not seen that, um, you know, once we get off of our call for sure, you might want to check one of those two folders.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] To verify it didn't go there. OK, so just a moment and I'm gonna look at your benefit information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So this plan is a hospital indemnity limited benefit plan.
[AGENT][NEUTRAL] And what that means is it does have, it's not major medical insurance, and it does provide benefits for certain coverage services. So you said that you were admitted.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Into the hospital for a few days.
[CUSTOMER][NEUTRAL] Yeah, I had um
[CUSTOMER][NEUTRAL] Oh, for 4 days, yes. I had a, a spinal, uh, they call it epis meningitis.
[AGENT][POSITIVE] Oh goodness.
[AGENT][POSITIVE] Well, I certainly hope you're doing better.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] Yeah, luckily they caught it at the beginning or, you know, they said it's been a lot worse.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Well, thank goodness for that. So, on this policy, Ms. [PII], for you have what's called a hospital confinement benefit, and it's a daily benefit in the amount of $50 per day.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And on this one, that's going to be all of your benefit information. Now, were you in intensive care or anything like that?
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, critical care.
[AGENT][NEUTRAL] OK, so we'll just have to receive the explanation of I mean the, excuse me, the claim with all of the details and information on there. You have an intensive care is why I was asking daily benefit amount of $200.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the rest of what your benefits, you know, are would be, you know, just for outpatient routine things. But for an inpatient admission, you have that daily hospital confinement benefit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, so I do got a little something. OK. Every bit helps.
[AGENT][POSITIVE] Yes. Absolutely. Yes, ma'am. It certainly does.
[AGENT][NEUTRAL] So is there any other questions that you have for me?
[CUSTOMER][NEUTRAL] Um, that was the biggest thing I was wondering because, you know, uh, because it's not showing exactly yet.
[CUSTOMER][NEUTRAL] Uh, you know, Grandville Hospital's system just says everything's in process, but it doesn't show water or anything. So that's why I was kind of wondering.
[AGENT][NEUTRAL] OK, I don't.
[CUSTOMER][NEUTRAL] You know, get an idea what kind of
[AGENT][NEUTRAL] Yes, ma'am, and we have not received a claim on this policy as of this, as of now.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh wow. OK, they, they may try to build the other part of my, my insurance.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, yes, but you did give them your APL information?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You sure did. They made a copy of it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So, yes, ma'am. We just, but if you, and you said you were in the hospital last week. Is that right?
[CUSTOMER][NEUTRAL] Yes, yes, ma'am, for 4 days at Greenville Hospital system.
[AGENT][NEUTRAL] And so it probably just hasn't.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] So I think it just quite, hasn't been enough time yet to have everything processed and submitted. Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. Thank you. That helps me a lot. Thank you.
[AGENT][POSITIVE] OK. Well, you're welcome, Miss [PII], and I, I hope that you, um, continue to feel better daily.
[CUSTOMER][NEUTRAL] Me too.
[AGENT][POSITIVE] So again, if that is all you're welcome that I could help you with. Thank you for calling APL and just remember to check your email about the portal user guides that I sent you so you can get your new profile set up and then you'll be able to have access again to everything online.
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] OK. Well, you're welcome and thank you again.