AccountId: 011433970860
ContactId: ea0e1604-5e43-48c2-8717-ca97b42d7edc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 494040 ms
Total Talk Time (AGENT): 169959 ms
Total Talk Time (CUSTOMER): 207601 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/ea0e1604-5e43-48c2-8717-ca97b42d7edc_20250307T21:04_UTC.wav
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[AGENT][POSITIVE] Thank you for APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm trying to file a hospital indemnity.
[CUSTOMER][NEUTRAL] Um, 4.
[CUSTOMER][NEGATIVE] And I don't see what it says what I need to send like the.
[CUSTOMER][NEUTRAL] I haven't done this in a long time.
[AGENT][NEUTRAL] I can help you with your claim. Can you please give me your policy number?
[CUSTOMER][NEUTRAL] Yes, it's 936-062.
[AGENT][NEUTRAL] 936-62.
[CUSTOMER][NEUTRAL] No, 936-062.
[AGENT][NEUTRAL] 062. OK, let me pull in that policy first real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Miss [PII]
[AGENT][NEUTRAL] Can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] My address is [PII]. And my email address is [PII].
[AGENT][NEUTRAL] OK, and then one last verification, can you please give me your phone number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you Mr. [PII]. Thank you so much for verifying that information for me. If we get disconnected, is that what you just gave me a good one to call you back on?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK thank you I appreciate it.
[AGENT][NEUTRAL] to for you to our.
[AGENT][NEUTRAL] Um, where you can.
[CUSTOMER][NEGATIVE] I'm sorry, you're breaking up really bad.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEGATIVE] You're breaking up really bad.
[AGENT][NEUTRAL] Let's see if we can
[AGENT][NEUTRAL] Yes, Ms. [PII], can you hear me better now?
[CUSTOMER][NEUTRAL] I'm sorry, no, I can't hear you.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] Ms. [PII], yes, I can hear you, Miss [PII], can you hear me?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] Yes, that's a little better.
[AGENT][NEUTRAL] OK, yes ma'am, thank you um I'm going to refer you to our website. Are you where you can write it down?
[CUSTOMER][NEUTRAL] Um, I'm at the website. I've got, I printed the hospital indemnity claim form. I filled it out. I signed it.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] But it doesn't say what else I need to attach, like, how am I gonna prove I was in the hospital?
[AGENT][NEUTRAL] Right, OK, let me look at the claim form. It should be the first page.
[CUSTOMER][NEUTRAL] It just, it just means.
[AGENT][NEUTRAL] OK, when you download the form that very first page on the form.
[AGENT][NEUTRAL] Has um.
[AGENT][NEGATIVE] A cheat sheet on it that tells you everything well no this one doesn't have it OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, so on the hospital indemnity form you're gonna need um.
[AGENT][NEUTRAL] The instructions are at the top. You'll need an itemized bill with the diagnosis provider.
[CUSTOMER][NEUTRAL] So it says complete the statement of insured section A through F, which I did.
[CUSTOMER][NEUTRAL] Um, and I get my bill with diagnosis.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] From the provider must be accompanied.
[CUSTOMER][NEUTRAL] But you must accompanied and completed your signature. OK. All right. So I just need this itemized bill.
[AGENT][NEUTRAL] Yes, ma'am. That has the diagnosis code.
[CUSTOMER][NEUTRAL] It has a bunch of service codes on it.
[AGENT][POSITIVE] That's good.
[CUSTOMER][NEUTRAL] Whether it has done.
[CUSTOMER][NEUTRAL] But it has a diagnosis quote I don't know. But I believe I have a letter that I can attach as well. This says I have stage 4 plastic cancer.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I will attach that as well.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK. And the diagnosis code usually starts like an ICD 10.
[AGENT][NEUTRAL] Code, um, and the procedure codes are 5 digits.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] ECD
[CUSTOMER][NEUTRAL] Like 14.
[AGENT][NEUTRAL] I see
[CUSTOMER][NEUTRAL] ICD
[AGENT][NEUTRAL] Yes, it'll be like a letter and two numbers.
[CUSTOMER][NEUTRAL] Oh, see, I.
[CUSTOMER][NEUTRAL] Oh gosh. I have been.
[AGENT][NEUTRAL] Starts with like a letter and.
[AGENT][NEUTRAL] 2 numbers and then there's some more numbers after that.
[AGENT][NEUTRAL] Do you see it?
[CUSTOMER][NEUTRAL] It just, this is just an itemized bill. It has all the
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Things that were done while I was there with the, with the code, with the codes beside them.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] But um.
[CUSTOMER][NEUTRAL] No it doesn't say diagnosis anywhere.
[AGENT][MIXED] OK, but you did.
[CUSTOMER][NEUTRAL] I have an.
[CUSTOMER][NEUTRAL] I have an ENC ID number and a ECD ID number.
[AGENT][NEUTRAL] That sounds like that's the diagnosis code.
[CUSTOMER][NEUTRAL] OK, because it's just two sets of numbers.
[AGENT][NEUTRAL] Right, it's a lot of numbers.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, ma'am. That sounds like that could be it.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] I will send this in from my doctor as well.
[AGENT][POSITIVE] OK, that's good. Yes, go ahead and send that with it.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Anything that you know that could help you.
[CUSTOMER][NEUTRAL] OK. And how long
[CUSTOMER][NEUTRAL] OK. How long do you do, I'm sorry, I have a talking problem. How long does it usually?
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Once we receive your claim, it'll take 7 to 10 business days to process it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, great. Thank you so much. I appreciate your help.
[AGENT][POSITIVE] Well Ms. [PII], you're welcome and if you feel like you need more help, always feel free to pick up the phone and help and we'll help you all we can OK?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] OK, thank you. Have a good day.
[AGENT][POSITIVE] You're welcome is
[AGENT][NEUTRAL] You're welcome, Ms. [PII].
[AGENT][POSITIVE] You have a good day also and we appreciate you calling APL.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh bye-bye.
[AGENT][NEUTRAL] But