AccountId: 011433970860
ContactId: eccb04ac-be19-45a8-9a0c-c43c32496f47
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 979239 ms
Total Talk Time (AGENT): 286911 ms
Total Talk Time (CUSTOMER): 472486 ms
Interruptions: 5
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/eccb04ac-be19-45a8-9a0c-c43c32496f47_20250603T18:55_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][POSITIVE] Yes ma'am. I, uh, I had a claim and I filed a claim with y'all and I got it paid.
[CUSTOMER][NEUTRAL] And then uh let me tell you what happened. My wife had a heart attack.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] So then I put a stent we had to put a stent in our right artery.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][POSITIVE] She was getting well from that and she was doing her uh exercises and all for rehab.
[CUSTOMER][NEUTRAL] And she slipped and she fell.
[AGENT][POSITIVE] Bless her heart.
[CUSTOMER][NEGATIVE] And she broke her elbow and.
[CUSTOMER][NEGATIVE] fell and broke her elbow in 3 places in her shoulder in one. So we had 2 surgeries, one for the elbow.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] We'll put a plate in the elbow, uh, cause she broke it in three places and then a post in the shoulder.
[CUSTOMER][NEUTRAL] I also have an accident indemnity policy with y'all.
[CUSTOMER][NEUTRAL] So I was trying to go online.
[CUSTOMER][NEGATIVE] Get everything I need to file for that and I've been filing with the same login or uh all the communications has has been with the same log in and everything but now it's, it's, uh, asking me for an email and then it tells me it doesn't recognize me so what do I do?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, yes, sir, our online service center has changed, so you will have to log in again. Um, what is your name and your policy number, please?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I have 4 policies through my company.
[AGENT][NEUTRAL] OK, just one would be fine.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] I'm looking, hold on, I'm.
[CUSTOMER][NEGATIVE] have to either go look at all the paperwork or find it in my phone in order to.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Here we go, alright.
[CUSTOMER][NEUTRAL] The let's see which one's an accident policy.
[CUSTOMER][NEUTRAL] There's, uh, there's hospitalization.
[CUSTOMER][NEGATIVE] Critical illness. I filed the critical illness and I filed the hospitalization for the art.
[CUSTOMER][NEUTRAL] The accident is, uh, policy number 218.
[CUSTOMER][NEUTRAL] 2086
[AGENT][POSITIVE] Thank you so much. Give me a moment.
[AGENT][NEUTRAL] And Mr. [PII], um, do you have your callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you and give me a moment.
[CUSTOMER][NEGATIVE] She's not a happy person. She's in a lot of pain.
[AGENT][POSITIVE] Bless her heart, she is. She had to deal with one thing and then.
[CUSTOMER][POSITIVE] Bless her heart, bless my heart. I got it.
[CUSTOMER][NEUTRAL] Bless her, bless my heart. I had to hide all my guns and my knives. I'm scared she was gonna kill me.
[AGENT][NEUTRAL] Don't say that.
[AGENT][NEUTRAL] And verify your mailing address and email address, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Awesome.
[AGENT][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] And you want my email address?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Awesome. Thank you so much, Mr. [PII]. And let's see. Uh yes, sir. You have to
[AGENT][NEUTRAL] Redo the login.
[CUSTOMER][NEUTRAL] Yeah lot, OK.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] So what do I pick from I can't use the same uh.
[CUSTOMER][NEUTRAL] Password?
[AGENT][NEUTRAL] No, no, you're gonna have to reset your password and everything since it's a newer system or it's been um updated, you have to do it as like a new user.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yeah, you know.
[AGENT][NEUTRAL] Like under where it ask for the email it should say create log in.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] It does.
[CUSTOMER][NEUTRAL] I've been using it so much I had to use it about 20 times because first they did first person didn't tell me I needed to.
[CUSTOMER][NEUTRAL] Doc doctor's statement. I've been back and forth. I talked to Mr. [PII] 15 times, I believe.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, well, what it is what it is.
[CUSTOMER][NEUTRAL] Can you send me the uh accident?
[CUSTOMER][NEUTRAL] Uh, claim form.
[AGENT][NEUTRAL] Uh, yes, sir. Do you want me to have it mailed or emailed to you?
[CUSTOMER][NEUTRAL] Or do I have to
[CUSTOMER][NEUTRAL] Email it
[AGENT][NEUTRAL] Email OK.
[AGENT][NEUTRAL] I will email that.
[CUSTOMER][NEUTRAL] And that's you got the policy.
[CUSTOMER][NEUTRAL] Now do I find she was in the hospital.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] For both surgeries, she stayed for 7 days, 6 days or so.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Thursday till from the Thursday till uh from Wednesday till.
[CUSTOMER][NEUTRAL] Wed Wednesday to Tuesday I believe.
[CUSTOMER][NEUTRAL] Cause she got operating now from Wednesday to Wednesday. She went in on Wednesday.
[CUSTOMER][NEUTRAL] They had to transfer to uh [PII] because they, because of her heart attack, they had to put a block on the.
[CUSTOMER][NEUTRAL] Blood thinners to do the surgery and then.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then, uh, take it off after the surgery, and they weren't able to do that in, in [PII], so we had to take her to [PII].
[CUSTOMER][NEUTRAL] Which is a, both of them are usher, um.
[CUSTOMER][NEUTRAL] So do I just file under accident or do I file under both again?
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] Probably fall under both, but let me, let me double check and see what the hospital.
[AGENT][NEUTRAL] If she was confined in the hospital, yes, sir. You can definitely um file for that one under this one and there's a benefit for surgery if performed in the hospital. So I would say to file on both, and I can uh send both uh claim forms to you.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Please, and do you have a, a list of
[CUSTOMER][NEUTRAL] Does it have all the uh.
[CUSTOMER][NEUTRAL] Things to claim in it, you know.
[CUSTOMER][NEUTRAL] What's the list of benefits I guess is what it is.
[AGENT][NEUTRAL] As far as the accident?
[CUSTOMER][NEGATIVE] Both of them accident and hospitalization. I should have hospitalization, but I need it again.
[AGENT][NEUTRAL] Uh, the hospital one is, go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] Now the other question I
[CUSTOMER][NEUTRAL] The other question I had was.
[CUSTOMER][NEUTRAL] Since there was a surgeon.
[CUSTOMER][NEUTRAL] And then a general doctor.
[CUSTOMER][NEUTRAL] The the general doctor in the hospital, you know, the resident or whatever.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Doing her physical portion and then we had.
[CUSTOMER][NEUTRAL] The surgeon Dr. [PII].
[CUSTOMER][NEUTRAL] Doing the surgery
[CUSTOMER][NEUTRAL] And then there she was, I, I kept her monitored by cardiovascular Institute of the South because she had had a heart attack.
[CUSTOMER][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] And I, you know, I wanted them involved with everything to where there was no.
[CUSTOMER][NEUTRAL] Miscommunications or anything in there?
[CUSTOMER][NEUTRAL] So I had 3 doctors.
[CUSTOMER][NEUTRAL] So do I need a
[CUSTOMER][NEUTRAL] Attending physician's statement from all three.
[AGENT][NEUTRAL] Um, it will help, uh, have an attendant physician statement, um, because they will be the ones that would know.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The initial and post.
[CUSTOMER][NEUTRAL] OK, well I'll have to go I've got to go to each of them for follow ups, you know, one I've got to see each one of them for follow ups so that's not a problem. I just need to know what I need.
[AGENT][POSITIVE] Oh wow.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And I don't wanna, I don't wanna have to go back and forth like I did last time. I'd like to get it all filed in one time.
[AGENT][NEUTRAL] Oh, I understand.
[CUSTOMER][POSITIVE] Now I was able to file online.
[CUSTOMER][NEUTRAL] I was able to email it in.
[CUSTOMER][NEUTRAL] And uh and then because I was originally told that I had to uh.
[CUSTOMER][NEUTRAL] I originally emailed it in and then they told me, well, no, you got to send it by fax or mail it.
[CUSTOMER][NEGATIVE] And I said, well, that don't seem right.
[CUSTOMER][NEUTRAL] And then I talked with a couple of your people and they told me no, you can email it in we just normally.
[CUSTOMER][NEUTRAL] Take facts, but there's not a problem because I kept sending them different copies that they want or different, you know, they.
[CUSTOMER][NEUTRAL] bill from the hospital, the bill from the cardiovascular, and the bill from this.
[CUSTOMER][NEUTRAL] Uh, the drugs that she was using, you know, all the different things that they wanted, I kept sending to them.
[CUSTOMER][POSITIVE] And uh and so they accepted everything uh everything went via email and it made it easy because we could keep a chain of it and I could.
[CUSTOMER][NEUTRAL] See it, you know.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yes, sir. But, um,
[CUSTOMER][NEUTRAL] So am I able to file online?
[AGENT][NEUTRAL] Once you've set up on the online account, you should be able to um submit a claim via that way and I don't know how the new system would work if you will get a confirmation number, I would assume so of when it's been received.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Well, I didn't get a well.
[AGENT][NEUTRAL] A.
[CUSTOMER][NEGATIVE] I got two confirmations, and the first one, of course, they didn't pay but $50. I said, what the heck's going on?
[CUSTOMER][NEGATIVE] And that's when they told me, oh you have to fax it in, and I said, well, no, that's not right because I've talked to you and you know this is what y'all wanted.
[CUSTOMER][NEUTRAL] You wanted me to email it, so then that's when it came about.
[CUSTOMER][NEUTRAL] That you can email it, so.
[CUSTOMER][NEUTRAL] I'm beginning, should I talk to [PII]? We ought to be on pretty close friends' terms by now.
[AGENT][NEUTRAL] Uh, if you like, but, um,
[AGENT][NEUTRAL] As far as emailing claims, it's just not secure, but if you
[CUSTOMER][NEUTRAL] Well, I'll get this if you send this to.
[AGENT][NEUTRAL] Want to submit a claim, you can submit it through the online service center.
[AGENT][NEGATIVE] Or fax it or mail it, but the emails are not secure, so we're.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Just asking to those other ways to submit.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, well, I certainly didn't want to be submitting things again and doing all that again, but here I am.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] I guess that's why I've been paying for insurance, huh.
[AGENT][NEUTRAL] Yeah, they
[CUSTOMER][NEUTRAL] That's why I pay every month for insurance.
[AGENT][NEUTRAL] Yes, sir. We sending that extra info we need.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] Well, I just emailed you that claim form, so, uh, claim forms, so hopefully you'll receive it soon. It'd be the HR and for your accident policy.
[CUSTOMER][NEUTRAL] I'll do it.
[CUSTOMER][NEUTRAL] OK, and you gave me the uh benefits statement on each of them or whatever.
[AGENT][NEUTRAL] The benefit statement?
[CUSTOMER][NEUTRAL] Yeah, on that policy or whatever, or do I need to get that from my
[CUSTOMER][NEUTRAL] I can go back to my policy and get that, I guess.
[AGENT][NEUTRAL] I can, I can send you a copy of the schedule pages for both. Um, give me one moment.
[CUSTOMER][NEUTRAL] Let's see if I got your email.
[CUSTOMER][NEUTRAL] Care team, yeah, care team accident claim for man, yeah.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Alright, so I got it.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] You said you could send me what now?
[AGENT][NEUTRAL] Um, I can send both your claim or your policies for both your, for the accident for the HR.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, that would be helpful I guess.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see it says scan in uh progress.
[CUSTOMER][NEUTRAL] Well it tell me, uh, we're making sure your attachments are safe.
[CUSTOMER][NEGATIVE] Claim form, click on it doesn't come up.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] For you.
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] OK with that.
[AGENT][NEUTRAL] OK, so there.
[CUSTOMER][NEUTRAL] No, I might have Microsoft Edge. I don't know that.
[CUSTOMER][NEUTRAL] I use Microsoft and I darn sure don't use it. I use Microsoft Office.
[AGENT][NEGATIVE] You don't like the edge.
[CUSTOMER][NEUTRAL] Both of these
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEGATIVE] I'm not a fan.
[CUSTOMER][NEUTRAL] Outlook.
[CUSTOMER][NEUTRAL] Oh they will know what.
[AGENT][NEUTRAL] It probably is.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] Alright, that's not working.
[AGENT][NEUTRAL] Oh, you're trying to set up on the online service center?
[CUSTOMER][NEGATIVE] No, I was just, uh, trying to open your email with the claim forms and all. It doesn't wanna.
[AGENT][NEGATIVE] Oh, no.
[CUSTOMER][NEUTRAL] Yeah, that doesn't open. We're making sure your attachments are safe.
[CUSTOMER][NEUTRAL] Office 365.
[CUSTOMER][NEUTRAL] I know
[AGENT][NEUTRAL] I wonder if it be the same way mailing your emailing your policy, but um.
[AGENT][NEUTRAL] As far as the claim form, if it doesn't come up, you can go onto our website, it's at [PII] under claims and forms.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Um, they have.
[CUSTOMER][NEUTRAL] I can have my secretary to.
[CUSTOMER][NEUTRAL] I can have my secretary bring it to me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And it has a separate one for the claims, uh, for accident and one for the hospital. It'll say everyday solution as far as the hospital indemnity claim form.
[CUSTOMER][NEUTRAL] I need be.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'll email your policies out to you.
[CUSTOMER][NEUTRAL] Let's say something though. I don't understand.
[AGENT][NEUTRAL] I don't know what
[CUSTOMER][NEUTRAL] Wait a minute here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that's fine.
[CUSTOMER][NEUTRAL] You know.
[CUSTOMER][NEUTRAL] Hold on.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Nothing seems to be working.
[AGENT][NEUTRAL] Um, did this one policy but not the other.
[AGENT][NEUTRAL] Let's see sedan.
[CUSTOMER][NEUTRAL] Alright, I'll figure it out.
[AGENT][NEUTRAL] OK, and I'm, um, prepping this email so I can send you a copy of both your HR and your accident policies, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes ma'am, thank you.
[AGENT][NEUTRAL] You are welcome, Mr. [PII]. Uh, you're welcome. I hope your wife gets better and tell her, be careful. You need a wrapper and bubble wrap.
[CUSTOMER][POSITIVE] I certainly appreciate it.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Well, I told her I was with with.
[CUSTOMER][NEUTRAL] I told her I was replacing parts of the time so she should be new pretty soon.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] We've been married too long. It's too expensive to get rid of her, so I'll have to keep her.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] So.
[AGENT][POSITIVE] All right, Mr. [PII], thank you so much for calling APL. Have a great rest of your day.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] You too. Thank you, ma'am. Bye-bye.
[AGENT][NEUTRAL] Yes sir bye.