AccountId: 011433970860
ContactId: f848886b-2a7f-4ee8-9ac7-32c1230733d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 418709 ms
Total Talk Time (AGENT): 180803 ms
Total Talk Time (CUSTOMER): 147565 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/f848886b-2a7f-4ee8-9ac7-32c1230733d5_20250122T22:27_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Um, I was calling because my, my father had insurance with you guys, um, and he passed away last, no, in [PII]. Um, and the hospital.
[AGENT][POSITIVE] Thank, yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] was very slow in, in getting out the final bill. Um, I was just wondering how long would his policy um cover that?
[CUSTOMER][NEUTRAL] From the date that he passed away.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] Can you please give me your name and your call back number just in case our call is disconnected and I'll be able to help you as far as um the data service and the um effective date for the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, yes, ma'am. My name is [PII], and my phone number is [PII].
[AGENT][NEUTRAL] Thank you, Miss [PII], and then what is the policy number?
[CUSTOMER][NEUTRAL] Um, yes, ma'am. Yeah.
[CUSTOMER][NEUTRAL] 02368
[CUSTOMER][NEUTRAL] 442.
[AGENT][NEUTRAL] OK. 023684.
[AGENT][NEUTRAL] For
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] I'm sorry, I'm having a hard time hearing you.
[AGENT][NEUTRAL] 23684.
[CUSTOMER][POSITIVE] I'm so sorry. Um
[CUSTOMER][NEUTRAL] Yeah, um, give me one second.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Are you able to hear me better?
[AGENT][POSITIVE] Yes I can hear you better now.
[CUSTOMER][NEUTRAL] OK, um, yes ma'am, the policy number is 02368442.
[AGENT][NEUTRAL] 442. I was missing one digit and I just couldn't hear it thank you I appreciate that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what is your daddy's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And when is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Like [PII].
[CUSTOMER][NEUTRAL] I was doing some second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], I'm so sorry.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] Yes, that's correct. And then can you verify his address at the time that the policy was active?
[CUSTOMER][NEUTRAL] Yes, ma'am. [PII].
[AGENT][NEUTRAL] OK, thank you and do you happen to know his email address?
[CUSTOMER][NEUTRAL] Um, I
[CUSTOMER][NEUTRAL] Don't, I don't have his email address. Um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I believe it was [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] How can
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, you're very close, um, but that's OK. You, you verify the rest of it. Uh, so looking at the policy, his effective date of the policy, it started on [PII] and it ended on [PII], so.
[AGENT][NEUTRAL] Between the dates of [PII] and [PII] was when the policy was active so you can file claims.
[AGENT][NEUTRAL] At any time as long as the policy was active on the date of the service.
[CUSTOMER][NEUTRAL] OK, yes ma'am. Well,
[CUSTOMER][NEUTRAL] Um, it, he, it was active, um, but I know that I was supposed to get an itemized, um, bill in order to file the claim and the hospital just, just this month, um, finally totaled out the, the account.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh my.
[AGENT][MIXED] Awesome well I'm glad you finally got it but yes, as long as it was active during that time, there's not a timely filing limit with us.
[CUSTOMER][POSITIVE] OK, OK, awesome thank you so much.
[AGENT][POSITIVE] You're welcome. I'm glad I was able to help you.
[CUSTOMER][NEUTRAL] Um, and I
[CUSTOMER][POSITIVE] Yes, ma'am. Yes, thank you. Um, I'm so sorry. Uh, could you let me know um what exactly I need um.
[CUSTOMER][NEUTRAL] Because I, it's been so long.
[CUSTOMER][NEUTRAL] I know it was the itemized bill from the hospital.
[AGENT][POSITIVE] Yes ma'am, what I'm gonna do is I'm gonna.
[AGENT][NEUTRAL] Sure, yes, and what I'm going to do is I'm gonna refer you to our website. It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, and you're going to at the top right hand at the top right hand corner you're gonna click on claims and forms.
[CUSTOMER][NEUTRAL] OK, yes, ma'am.
[AGENT][NEUTRAL] And you're gonna pick the hospital indemnity claim form.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] the claim form.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Yes, and on that first page when you download that claim form that first page is a cheat sheet and it tells you every single thing that you need to be able to file the claim.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[AGENT][NEUTRAL] So you'll need the claim form and the itemized um statement as you know um to be able to file the claim.
[CUSTOMER][NEUTRAL] OK. Yes, ma'am.
[AGENT][POSITIVE] But uh, you know, like I said, it has a really, really good cheat sheet on there. That way you can look at it at a glance. You can have it saved if you need to come back to it later too.
[CUSTOMER][NEUTRAL] OK, yes, ma'am.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're very welcome, [PII]. Thank you so much for calling APL. I hope you have a blessed rest of your week.
[CUSTOMER][POSITIVE] Thank you. Yes, ma'am. You too.
[AGENT][NEUTRAL] So, all right, bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.