AccountId: 011433970860
ContactId: eb92c9d1-fd8f-4295-9320-554f04f63a38
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 508609 ms
Total Talk Time (AGENT): 155445 ms
Total Talk Time (CUSTOMER): 147245 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/eb92c9d1-fd8f-4295-9320-554f04f63a38_20250307T15:27_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. I'm looking um to file a claim for my wife. Let me have her here so that.
[AGENT][NEUTRAL] And what is the
[CUSTOMER][NEUTRAL] Because
[AGENT][NEUTRAL] I'm sorry, what is the policy number?
[CUSTOMER][NEUTRAL] Well that's what I'm, that's what I'm needing help with um I mean we have the only card.
[CUSTOMER][NEUTRAL] It's through school insurance so that um.
[CUSTOMER][NEUTRAL] The only card we have is um.
[CUSTOMER][NEUTRAL] For Blue Cross Blue Shield. So I don't know exactly, but
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The APL policy we have was an additional thing that we got, but I don't have any paperwork for it or any um.
[CUSTOMER][NEUTRAL] The policy number I don't know what the policy number is. That's why I'm calling.
[AGENT][POSITIVE] All right. It would be my pleasure to assist you.
[AGENT][NEUTRAL] And is it in your name or your wife's name?
[CUSTOMER][NEUTRAL] It's my wife and she's here with me, [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And can I get her social please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, thank you. Miss [PII], do you mind verifying your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And Miss [PII], what is your current mailing address, please, ma'am?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Did you want to give me permission to give information regarding your policy to your husband?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And his name please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], and it would just be for this call that I will have permission to speak with him.
[AGENT][POSITIVE] OK, and I'll be happy to assist him. Thank you for giving that permission.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] You're welcome thank you. Bye.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] All I need are two things. I just need the policy number and uh I think I know what I mean what claim form I need to use. I just get you to verify that for me.
[AGENT][NEUTRAL] Sure, it would be my pleasure. Um, the policy number, Mr. [PII] is 253.
[AGENT][NEUTRAL] 0409.
[CUSTOMER][NEUTRAL] OK, 230409. OK, the policy was uh um cancer policy with the heart and stroke, um rider.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] So she had a heart attack and I believe the form that I need to fill out the claim form.
[CUSTOMER][NEUTRAL] Deaneous form is that correct?
[AGENT][NEUTRAL] Repeat that again, the, the phone was breaking up. I apologize.
[CUSTOMER][NEUTRAL] OK, I'm sorry. um.
[AGENT][NEUTRAL] Uh, just, just the claim name, the name of the claim form, that's where it started breaking up.
[CUSTOMER][NEUTRAL] OK, yeah, just, yes, so, uh, I think I'm supposed to fill out the miscellaneous form for the heart attack.
[CUSTOMER][NEUTRAL] Is that correct?
[AGENT][NEUTRAL] Let's see, let me get that pulled up. Bear with me just one second.
[AGENT][NEUTRAL] I'm checking. I do want to make sure on that specific claim form for the heart attack and stroke benefit.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Give me just one second.
[AGENT][NEUTRAL] And it's the cancer policy, so that's what I'm checking to make sure if we need to use the cancer claim form or the.
[AGENT][NEUTRAL] Miscellaneous, let's see, bear with me just one sec.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I had contacted APL been a few weeks ago and I think the message I got back was to use the miscellaneous form and so it's I I just can't remember and I can't find the verification I got.
[AGENT][POSITIVE] Alright, well, we're gonna, we're gonna get that taken care of for you and also.
[AGENT][NEUTRAL] Just to let you know, Mr. [PII], um, there is an authorization form.
[AGENT][NEUTRAL] On our portal if you ever want to, if she wants to give you permission to call at any time without having to get verbal permission that can be completed and returned to our office as well.
[CUSTOMER][POSITIVE] OK, I see it operation to disclose. I see, thank you.
[AGENT][POSITIVE] Yeah, that's right.
[AGENT][NEUTRAL] Hang on just a second.
[AGENT][NEUTRAL] I do apologize.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For the um delay, bear with me just.
[AGENT][POSITIVE] Let's see, finally got what I, I think what I needed to come up. Let's see.
[AGENT][NEUTRAL] I'm pretty sure it's gonna be that miscellaneous treatment, but we do wanna make sure. I don't want you to have to fill out something and then have to go back and
[AGENT][NEUTRAL] Add something else.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Yes ma'am appreciate it.
[AGENT][NEUTRAL] All right. Yes, sir. It is going to be the miscellaneous treatment service claim form.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, thank you. I think that's all I needed I just need um I saw where I needed to put in.
[CUSTOMER][NEUTRAL] The policy number and I don't, I didn't know what that was.
[AGENT][NEUTRAL] Yeah. And the instructions to what's, as to what's needed is on the
[CUSTOMER][NEUTRAL] Um, OK.
[AGENT][NEUTRAL] First page as well.
[CUSTOMER][NEUTRAL] Right, I see it.
[CUSTOMER][POSITIVE] And that's what I'm looking at this morning. OK, thank you uh I do appreciate it.
[AGENT][POSITIVE] It's been such a pleasure to assist you, Mr. [PII]. If y'all need anything else, don't hesitate to give us a call.
[CUSTOMER][POSITIVE] OK thank you bye bye.
[AGENT][POSITIVE] Thank you bye bye.