AccountId: 011433970860
ContactId: f14270fe-3539-416e-8f6d-67ec9c752b84
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 780000 ms
Total Talk Time (AGENT): 138451 ms
Total Talk Time (CUSTOMER): 308524 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/f14270fe-3539-416e-8f6d-67ec9c752b84_20250221T17:32_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I have literally been trying to get some information about my son's claim for almost 2 years, and we got evicted and lost all the contact information, and I looked up and found your number and all the information. I just wanna know if it's too late to file a claim.
[AGENT][NEUTRAL] OK, uh, Ms. [PII], do you happen to have that policy number?
[CUSTOMER][NEUTRAL] I have uh let's see what I got here.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I can probably log on. I got to log on information if you need me to get it.
[AGENT][NEUTRAL] OK. Uh, what's your son's name?
[CUSTOMER][NEUTRAL] It's [PII] and he's here with me.
[AGENT][NEUTRAL] [PII]. OK, give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what state is he from? or you're from?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and you said Mr. [PII] is there with you?
[CUSTOMER][NEUTRAL] Yeah, he sounds serious like you see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes, ma'am. If I could speak with him so I can verify his information, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] She just need you give her permission to speak to me. How are you doing, ma'am?
[AGENT][POSITIVE] I'm good and yourself?
[CUSTOMER][POSITIVE] I'm doing well.
[AGENT][NEUTRAL] OK, and verify your date of birth for me, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, give me a moment. What's your social because I'm trying to locate you in our system.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, what's the social you said [PII]?
[CUSTOMER][NEUTRAL] The whole social. He thought you said the last 4. She's, it's the whole social. It's APL group accident policy. APL.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] From [PII].
[CUSTOMER][NEUTRAL] But that's to see if I got work to come, right, if you like.
[CUSTOMER][NEUTRAL] This is your accident policy.
[AGENT][NEUTRAL] OK, is there, what's your social?
[CUSTOMER][NEUTRAL] That's supposed to cover.
[CUSTOMER][NEUTRAL] [PII] It's supposed to cover your hospital. Is that in your system? Are you putting that in your system? Yes, she's checking.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] I was put in a system so I can locate you and.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you say your date of birth is [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and giving us permission to speak with your mother, [PII]?
[CUSTOMER][NEUTRAL] Yes, I, yes I am.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] What is it about?
[CUSTOMER][NEUTRAL] OK, just a second, let me get back upstairs. It's it's noisy down here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, have him here.
[AGENT][NEUTRAL] OK, um, and how may I assist you today, Ms. [PII]?
[CUSTOMER][NEUTRAL] OK, so, um, I was trying to figure out.
[CUSTOMER][NEUTRAL] If, if I even had a chance to send those claim forms off because I was, I was a little intimidated by doing it online, so I had
[CUSTOMER][NEUTRAL] Um, downloaded the forms and printed them.
[CUSTOMER][NEUTRAL] And I have, I'm, I'm just telling you, I ended up losing my job. He was still not walking. It was just a crazy time for me. So I wanna see if I, if I can still refile them or if you have any claims there that you see.
[AGENT][NEUTRAL] OK, and what type of claim are you trying to file for?
[CUSTOMER][NEUTRAL] It's a hospital benefits, ambulance, medical imaging, and of course hospital bill for accident injury.
[AGENT][NEUTRAL] Oh, what was the, uh, what was the date of service?
[CUSTOMER][NEUTRAL] Hold on, let me look.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] If I put my hands on it. I just ran across this information and it tells me exactly how to file a claim and what I need, but wouldn't have that information. Let me look. Give me just a second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I can't believe I ever forgot that date, but right now I'm just cause you said something slipped mine.
[CUSTOMER][POSITIVE] Oh it's definitely ask me in one spot, just trying to get to it.
[CUSTOMER][NEUTRAL] I could tell you from like,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] But let me get you I'm trying to get you more information. I'm sorry.
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] I was hoping you had all that information yourself there, but.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] Ain't no way I can't put my hand on something right now.
[CUSTOMER][NEUTRAL] So you have to have the exact date service?
[AGENT][NEUTRAL] Around a data service because the reason why I'm asking is because the policy terminated in [PII], so I'm trying to verify what data service you're trying to file for.
[CUSTOMER][NEUTRAL] What, so yeah.
[CUSTOMER][NEUTRAL] It's definitely before it terminated. He went to work the day he had the car accident, so it was in force.
[CUSTOMER][NEUTRAL] But yeah.
[CUSTOMER][NEGATIVE] He didn't and he wasn't, he, he had to learn how to walk again, so it wasn't no point of holding his job.
[CUSTOMER][NEUTRAL] When it terminated, he'd already had that.
[CUSTOMER][NEUTRAL] Alright, here we go.
[CUSTOMER][POSITIVE] I think I found something here.
[CUSTOMER][NEUTRAL] 02 things. Give me just a second, see if I can get you that service.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you also want to know if workman's comp is covered?
[CUSTOMER][NEUTRAL] Oh my [PII].
[CUSTOMER][NEGATIVE] Yeah, he was, yeah, but he's been found out. He's, he's not.
[CUSTOMER][NEGATIVE] His mind ain't all there. He didn't find out he can't file workers' comp cause he had got off work and was and came home and then went out in the car. So that's not workers' comp.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] But if you can answer that question, I, I'll be glad to tell him that you confirm.
[CUSTOMER][NEUTRAL] Alright, here we go, uh.
[CUSTOMER][NEGATIVE] Mm, I hate when they give you a due date and a and a statement date, but they don't tell you the date of service.
[CUSTOMER][NEUTRAL] Let me look again.
[CUSTOMER][POSITIVE] And this is funny but.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I'll have to resort to ask him and see what he says.
[CUSTOMER][NEUTRAL] You would think you would never forget it, but.
[CUSTOMER][NEGATIVE] I could say he ain't the best right now.
[CUSTOMER][NEUTRAL] Alright, bear with me, ma'am, a little bit longer.
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] EJ?
[CUSTOMER][NEUTRAL] Yeah, you remember the date of your accident?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, OK, I thought it was like a couple of days before [PII].
[CUSTOMER][NEUTRAL] So like
[CUSTOMER][NEUTRAL] How many days?
[CUSTOMER][NEUTRAL] Yeah, if you can. Yeah, uh, this lady on the phone needed.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] I know. OK, we'll, we'll try. Hurry up.
[CUSTOMER][NEUTRAL] He just gave me an idea to look at pictures.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Now we know it was a couple of days before [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Cause he came, he came home.
[CUSTOMER][NEUTRAL] Uh, I think the Wednesday before [PII], so that week.
[CUSTOMER][NEUTRAL] We're talking about [PII]. Let me go on my calendar here.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] Well, I would say this, what we would need is a copy of, well, you have to fill out the claim form. Uh, we would need a copy of any itemized billing showing diagnosis and procedure codes for that, um.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Accident
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you said it was a car accident?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh, we will need a copy of the motor vehicle report.
[CUSTOMER][NEUTRAL] OK, and you be a 4th form, do you still need that?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and I, I request that from the hospital, right?
[AGENT][NEUTRAL] Uh, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, let me add motor vehicle report. I did I didn't have that from before.
[CUSTOMER][NEUTRAL] Still have it, but I didn't have that on my little list. OK. And um
[CUSTOMER][POSITIVE] So it's not too late. I can get back started on this.
[AGENT][NEUTRAL] No, um, as long as it, uh, the date of service or the initial um treatment was within within when the policy was effected, it should be fine. We just need that information to review.
[CUSTOMER][NEUTRAL] OK. And do you know how long uh this kind of claim would take?
[CUSTOMER][NEUTRAL] Hospital inpatient.
[AGENT][NEUTRAL] Well, usually from the time claim information to received, it can take 7 to 10 business days to process.
[CUSTOMER][POSITIVE] I ain't bad at all. OK, thank you so much.
[AGENT][POSITIVE] Uh, yes, ma'am. Uh, thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] OK, bye bye.
[AGENT][NEUTRAL] Bye.