AccountId: 011433970860
ContactId: f7bc486a-9d75-4682-b1c5-ba2c186c79cc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 470299 ms
Total Talk Time (AGENT): 279421 ms
Total Talk Time (CUSTOMER): 81048 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/2025/05/27/f7bc486a-9d75-4682-b1c5-ba2c186c79cc_20250527T21:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I was just wondering if I could get a little bit of help filing this claim.
[AGENT][POSITIVE] Sure I can help you with claims. Can I get a good call back number and your name in case we get disconnected?
[CUSTOMER][NEUTRAL] It's [PII] and [PII].
[AGENT][NEUTRAL] And what's your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have your policy number?
[CUSTOMER][NEUTRAL] Um, 026 03059.
[AGENT][NEUTRAL] OK, one moment while I look that up, [PII].
[AGENT][NEUTRAL] Let me get you to verify your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the address and.
[AGENT][NEUTRAL] Email we have on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what email do we have? Yes ma'am.
[CUSTOMER][NEUTRAL] And you said email?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I don't know if it was my work email or not, but.
[AGENT][NEUTRAL] Try your work one first and we can see.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Um, at
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I see that we don't have a phone number on file. Would you like us to add one?
[CUSTOMER][NEUTRAL] Yeah, go ahead.
[AGENT][NEUTRAL] OK, uh, which number would you like?
[CUSTOMER][NEUTRAL] The [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and you need help submitting a claim?
[CUSTOMER][NEUTRAL] I believe so. Um, I was admitted into the hospital on
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] and didn't leave until [PII], but I just need to know like what paperwork I need.
[AGENT][NEUTRAL] OK, let me see, do you have an online portal with us?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So if you would like, you can set up an online portal with us um you'll use the email that you gave me you'll go to [PII] and if you would like I can send a help guide to the email that we have on file that you just verified with me um it has a help guide on how you can get started.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Would you like that?
[CUSTOMER][NEUTRAL] Yeah, go ahead and you said [PII]?
[AGENT][NEUTRAL] What?
[AGENT][NEUTRAL] [PII] it'll also be in the email that I send you um with the help guide um and we'll go ahead and go through it as well so when you access that you will need to use the email that we have on file um but you should be able to view all of your policy documents and you can even submit claims online and check the status.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, but let me check and see what all you need for your most recent one.
[CUSTOMER][NEUTRAL] Oh
[AGENT][POSITIVE] Yeah that'll be really helpful um when you're submitting your claims.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there like a password that I need or would I just set that up?
[AGENT][NEUTRAL] No, so when you go to it, you'll click um sign in, I believe, let me see, you'll click sign in.
[AGENT][NEUTRAL] You'll go to new user.
[AGENT][NEUTRAL] And then it'll ask you what kind you are you'll be an individual, you'll need your last name, social security number, the zip code that we have on file, which is the one that you gave me, um, the email that we have on file and your birthday, and you'll set it up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it it it talks to our database so if you ever change your email or change anything um you'll want to contact us as well because it goes through our system so if you ever move or have a different um zip code or anything like that or email um you'll need to contact us to let us know.
[AGENT][NEUTRAL] But you can submit everything through there.
[AGENT][NEUTRAL] And then let me see for your claim form.
[AGENT][NEUTRAL] So you will go to the hospital indemnity claim form. You'll complete the sections that you need A through F.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] It says you'll need E too, but let me see. I will say that F is not anything that you fill out. A lot of people get confused by that. It's just to make sure that you read through the fraud, uh, fraud statements. There's nothing to fill out for section F, um.
[AGENT][NEUTRAL] I know it sounds confusing because it says to complete it. It just means to check.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Um, section E isn't required, but it makes it a lot faster, so you will need to print that off and sign it.
[AGENT][NEUTRAL] And it's at the very bottom of page 3.
[AGENT][NEUTRAL] You'll need itemized bills. So when you went to the hospital, you will want to ask them because sometimes they just give you a bill without procedure codes or CPT codes. You'll wanna make sure that you have every bill um that you were given that has uh those procedure codes on them. And if you didn't get that, uh, you would want to call and ask them if they could send them to you somehow.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And I would, I would submit anything and everything that you think is relevant um.
[AGENT][NEUTRAL] So any bill that you got for the, for the dating question, um, including, since it seems it's, you said you were there for about 3 days, you'll want to send in your hospital admission or discharge paper, paperwork all as well um to help with that. You should have that in your policy too, um, that should help with hospital stays.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, because it looks like you have a hospital con confinement benefit that you might want to use up to. So you want to make sure that you get the full amount for all every day that you were there.
[AGENT][NEUTRAL] And then if there's anything showing that you were diagnosed with anything, you'll want to show the bill that has the diagnosis on it as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, I will get the paperwork together.
[AGENT][NEUTRAL] OK, and expect an email from the care team in maybe 5 to 10 minutes. If you don't see it by the end of the hour, go ahead and check your spam. Sometimes it goes there, and I will send you a help guide which will have the, uh, it'll have that secure.m public on there as well, so you don't have to worry about writing it down.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] Um, no, ma'am, that'll be all.
[AGENT][POSITIVE] OK, well thank you so much for calling APL and have a great day.
[CUSTOMER][POSITIVE] Thank you, bye.
[AGENT][NEUTRAL] Bye.