AccountId: 011433970860
ContactId: 007cc02e-266b-4008-8589-4b603ffe20c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 363109 ms
Total Talk Time (AGENT): 179182 ms
Total Talk Time (CUSTOMER): 109855 ms
Interruptions: 2
Overall Sentiment: AGENT=0.1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/007cc02e-266b-4008-8589-4b603ffe20c1_20250604T16:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, well.
[CUSTOMER][NEUTRAL] My name is [PII]. I had, um, set up an an account last week and I had did a couple claims, um.
[CUSTOMER][NEUTRAL] And when I went back to check it, it said it received them.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] But now you guys did a whole new system and I can't check anything and I can't.
[CUSTOMER][NEUTRAL] Um, even sign up so I didn't know if there was a way you can tell me if I'm going to get paid for those or not.
[AGENT][NEUTRAL] Yeah, I can help you with claim status, [PII]. Can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] And what's your policy number?
[CUSTOMER][NEUTRAL] That I don't know. I can give you my social security number if that helps.
[AGENT][NEUTRAL] Give me just a moment. OK.
[CUSTOMER][NEUTRAL] I'm at lunch like I'm at work so.
[AGENT][NEUTRAL] OK, that's OK. Um, what's your social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Give me just a moment.
[AGENT][NEUTRAL] [PII], can I get you to verify your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And the address that we have on file?
[CUSTOMER][NEUTRAL] Um, it's [PII] with a PO box of 14.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for verifying that. We did launch a new um OSC so you will need to reregister um I'm gonna go ahead and verify the information with you so when you reregister um just to make sure that we have everything correct on file, um, as far as your address goes we just have your PO box number, um, so that should be all you need to enter for your address. Do you wanna verify your email that we have on file and make sure that we have the spelling correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] [PII].
[AGENT][NEUTRAL] OK, so when you log into the new site and you'll recreate a new account, um, I have heard almost everything has been able to transfer over successfully you will just need to create a new account um if you had any claims or anything that was submitted previously on the old OSC it will transfer over, um, you'll no longer need a username the user name will be your email.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and once you get that set up everything should transfer over just fine. Let me go ahead and check on those claims for you though.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Did you submit them all at the same, did you submit them at the same time?
[CUSTOMER][NEUTRAL] Yes, I know there was like the one I submitted was rejected, but there were two other ones, like a mammogram and blood work.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I am showing that we received all three of these claims on [PII]. You are correct that one was denied, and I can look at that in just a moment. Uh, the other two are currently being processed, but we did receive those and we do have confirmation that they're being um processed right now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like the first one was denied because the accident screening benefit provides the benefit for covered accident screening test within the policy certificate.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, the screening test includes any additional generally medical accepted outpatient screening tests used to evaluate risk or prevention of accidents other than a medical accident.
[CUSTOMER][POSITIVE] Yeah, yeah, that sounds right.
[AGENT][NEUTRAL] All right, all right.
[AGENT][NEUTRAL] OK, and um.
[AGENT][NEUTRAL] Did you need me to give you your group number or I'm sorry, your policy number or um
[AGENT][NEUTRAL] You'll be able to look that up online, but OK.
[CUSTOMER][NEUTRAL] Um, no, I think, well, yeah.
[AGENT][NEUTRAL] I can give it to you.
[CUSTOMER][NEUTRAL] Yeah, go ahead and do it just in case, sure.
[AGENT][NEUTRAL] OK, so this is your group accident policy.
[AGENT][NEUTRAL] So this policy number is 25.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, bear with me. 88.
[AGENT][NEUTRAL] 868.
[AGENT][NEUTRAL] And let's see, I think you had another one policy with us as well.
[AGENT][NEUTRAL] A hospital indemnity policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and your hospital indemnity policy number?
[AGENT][NEUTRAL] It's 25.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 88
[AGENT][NEUTRAL] 889.
[CUSTOMER][NEUTRAL] 925888889
[AGENT][NEUTRAL] Yes, 48.
[CUSTOMER][NEUTRAL] OK, 48, OK.
[AGENT][NEUTRAL] I had to double check myself, so, yeah.
[AGENT][NEUTRAL] Yeah, there's a lot.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alrighty, OK, well that, that is good to know and then I will just go ahead and set up my new account then.
[AGENT][NEUTRAL] Alright, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, I guess that'll do it.
[AGENT][POSITIVE] Alright, thank you so much for calling [PII]. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you you too mhm bye bye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye.