AccountId: 011433970860
ContactId: 0a385f46-163c-4c3f-aeac-fead9a95d5ec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 764200 ms
Total Talk Time (AGENT): 414565 ms
Total Talk Time (CUSTOMER): 186935 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/0a385f46-163c-4c3f-aeac-fead9a95d5ec_20250114T14:47_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, ma'am. My name is [PII]. I was calling because I was trying to log into my account and for some reason, for some reason it's telling me um.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEGATIVE] Then my account is not found and then when I try to create a new account, it tells me to log in.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so you're trying to create your profile or sign into the online service center but you're getting an error message, is that correct?
[CUSTOMER][NEUTRAL] Well, I, I, I'm more than positive that I've already created an account, created an account, but for some reason I can't access it.
[AGENT][NEUTRAL] OK, yes, sir. I can help you with this, and I'm sorry, did you say that your last name, [PII] is [PII]?
[CUSTOMER][NEUTRAL] No, [PII], [PII]
[AGENT][POSITIVE] I'm so sorry. OK, thank you. And Mr. [PII], what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And your policy number, please?
[CUSTOMER][NEUTRAL] It is 02551386.
[AGENT][NEUTRAL] OK, thank you. So one moment please while I get your information pulled up.
[AGENT][NEUTRAL] OK, so first off, Mr. [PII], I will need to verify several things with you for security purposes. So first off, if you will please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and the next thing would be your date, I'm sorry, your home mailing address.
[CUSTOMER][NEUTRAL] Uh, home mailing address is gonna be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Your phone number that we have on file for you is different than the one that you gave me. What is another number that we can have for you?
[CUSTOMER][NEUTRAL] It's uh gonna be probably [PII].
[AGENT][NEUTRAL] No, sir. I don't know maybe this is a work number. It ends in [PII].
[CUSTOMER][NEUTRAL] [PII] that's my office number then uh [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then the last piece of information to verify is your email, and this does appear to be your work email.
[CUSTOMER][NEUTRAL] OK. It's [PII].
[AGENT][NEUTRAL] OK, thank you. So the initial phone number, Mr. [PII] that you gave me, the [PII]. Is that your mobile number?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. So I've just checked and you do not have a profile set up in the portal yet?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So what you will need to do is to um and if you were trying to use a personal email address instead of your work email that would have been a reason that it would not find you.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Cause I tried using my personal email and I tried using a um my work email because I didn't know.
[CUSTOMER][NEGATIVE] If I had registered with either one of them, but he kept telling me um to log in.
[AGENT][NEUTRAL] OK, so are you on the website now?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so you will select new user, you're at [PII], correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so you'll need to select new user and then I am an individual with an APO insurance policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And go next.
[AGENT][NEUTRAL] Now, one piece of information that is required that I did not verify, what is your full social please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. So on that next screen there, you're gonna enter all of that information that it asked for in those boxes.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And once you've done that,
[CUSTOMER][NEGATIVE] I, I did and it said, once I did that it said oops there seems to be a problem, no user was found and I'm on the new user section.
[CUSTOMER][NEUTRAL] So, on step 2, I put in my last name.
[AGENT][NEUTRAL] [PII] and it's
[CUSTOMER][NEUTRAL] My social security
[AGENT][NEUTRAL] OK, so I think I see the I see that thing, excuse me, I think that I see what is the problem. Your last name has two S's, is that correct?
[CUSTOMER][NEUTRAL] No, it only has, it only has one.
[AGENT][NEUTRAL] Oh, OK. [PII]
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. So let me just see if I can try because if you're entering your last name, your full social, your zip code.
[AGENT][NEUTRAL] Your, um, and your work email?
[CUSTOMER][NEUTRAL] In my email.
[CUSTOMER][NEUTRAL] Oh, I put in my personal.
[AGENT][NEUTRAL] OK, you'll need to use your work now if you want me to change your email address that's on file, Mr. [PII], I can do that if you would rather have your personal email on file and then you can use that, but.
[AGENT][NEUTRAL] As long as the work email is, it's up to you.
[CUSTOMER][NEUTRAL] No, I, I think
[CUSTOMER][NEUTRAL] Is it, is it already have my work email?
[AGENT][NEUTRAL] Yes, sir, your work email is what we received with your enrollment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll just use that.
[AGENT][NEUTRAL] So try, OK. So try it with your work email and see if you're
[AGENT][NEUTRAL] If it will allow you.
[CUSTOMER][NEUTRAL] Did they, did they put two S's in it or just one?
[AGENT][NEUTRAL] No, sir. It is just one.
[CUSTOMER][NEUTRAL] OK, so let me hit.
[CUSTOMER][NEUTRAL] OK, now I got to go to the next screen.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I can.
[CUSTOMER][NEUTRAL] OK, let me see
[AGENT][NEUTRAL] And then Mr. [PII], if you would like I can also email you the user guide for our portal in addition to giving you the steps and setting it up, it also tells you the different ways that you can use it.
[AGENT][POSITIVE] If you would like for me to send that to you, I'll be happy to do that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so give me just one moment.
[AGENT][NEUTRAL] I'm sorry, I had to refresh my email, so it's gonna take just a second.
[CUSTOMER][POSITIVE] OK, not a problem.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm oh I know.
[AGENT][POSITIVE] Thank you for your patience.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, Mr. [PII], so I have just emailed that to you and the email that you're gonna receive will come from care team at [PII] and I did put APL online service center in your subject line for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you should be getting that um in just a minute or so if you haven't already received it.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK. Well, is there anything else that I can help you with this morning?
[CUSTOMER][NEUTRAL] Um, I was just gonna ask, um,
[CUSTOMER][NEUTRAL] If I wanted to file a claim like online, do I just log into this website, or is there like an app that I could download and
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] No sir, you will and the that user guide that I sent to you does explain how to upload claims you will have to upload from a computer. It does not currently support mobile functionality.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you can obtain the claim form that you will need.
[AGENT][NEUTRAL] By going to our main website at [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And when that page pulls up at the top you will see where it says claims and forms.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Click there, you will scroll down the page.
[AGENT][NEUTRAL] About halfway, you're gonna see a small box that says filter by product and it has a green drop down arrow.
[AGENT][NEUTRAL] Click on the green drop down or scroll down to where it says hospital indemnity and click there.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Then you should see a blue button out to the right that says download form.
[AGENT][NEUTRAL] And that is the claim.
[CUSTOMER][NEUTRAL] Out to the right.
[AGENT][NEUTRAL] Out to the right, do you see a blue button that says download form?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, I said I see where it says file a hospital, uh.
[AGENT][NEUTRAL] OK, did you go to our main website?
[CUSTOMER][NEUTRAL] Claim
[CUSTOMER][NEUTRAL] Yes, I'm at the, I'm at everywhere you said where you go down to the products and hospital identity.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I clicked on that and then.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then it should say uh-huh, that says download form.
[CUSTOMER][NEUTRAL] There's a blue
[CUSTOMER][NEUTRAL] It just says file a hospital indemnity claim.
[AGENT][NEGATIVE] It sounds like you're still in the portal and that you didn't open another you did open another tab at the top of your screen.
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] OK, I'm not sure because when I, when I'm, I'm walking through it while I'm talking to you and when I go to [PII] and click on claims and forms.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And scroll down
[CUSTOMER][NEUTRAL] Are you talking about the top right hand side where it says claim status and claim forms?
[AGENT][NEUTRAL] No, sir.
[AGENT][NEUTRAL] Um, yes, sir, on the main website.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] If you click claims and forms.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And scroll down the page.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It says claim forms and in big black bold letters claims forms and policy change documents. OK, and that small box it says filter by product just click that green arrow.
[CUSTOMER][NEUTRAL] Yeah, I see it now.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And then it gives you a list and then you would click on hospital indemnity.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hospital
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And now you once you've done that you should see a blue button out to the right.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That says download form.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so click on that blue button that will download your claim form and the top section of that claim form does give you the instructions of completing the claim form and also the additional information that will be need to be provided as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And once you have all that together, you can log into your portal.
[AGENT][NEUTRAL] And you can upload it and again that user guide gives you the instructions on like what type of files can be uploaded the size, the maximum size, um all of that information.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, is there anything else that I could help you with this morning, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] No, I think that's everything.
[AGENT][POSITIVE] OK. Well then, thank you very much for calling APO and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You too, thank you.
[AGENT][POSITIVE] Uh, you're very welcome.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye bye.