AccountId: 011433970860
ContactId: 182013c7-a5c6-4f22-96d0-4e7392b0b0b0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 411910 ms
Total Talk Time (AGENT): 130064 ms
Total Talk Time (CUSTOMER): 158896 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/182013c7-a5c6-4f22-96d0-4e7392b0b0b0_20250225T19:37_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], um, I don't think I've ever, uh, submitted a claim. I have an APL, uh, through my company, um, and I would like to submit a claim, but I was putting in some information and says I'm not recognized anywhere. I don't think I've ever logged into your site though and created a profile or anything.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, well, I can help you with your online service and sign up. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK, my first name is [PII]. The last name is [PII]. It's [PII] The phone number is [PII].
[AGENT][NEUTRAL] Thank you for that. and [PII], may I have your policy number?
[CUSTOMER][NEUTRAL] OK, um, policy number, is that the group number?
[AGENT][NEUTRAL] No, it, it should say policy search.
[CUSTOMER][NEUTRAL] Or the payer ID.
[AGENT][NEUTRAL] Number
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] It should start with a 01 or 02?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh, outpatient is 2. There's in hospitals benefit certificate number and outpatient benefit certificate number. You want the outpatient one?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am. The num
[AGENT][NEUTRAL] The numbers are the same, that ML 7 or 8 at the end is different. I just need the numbers.
[CUSTOMER][NEUTRAL] Oh, OK. 02464.
[CUSTOMER][NEUTRAL] 968
[CUSTOMER][NEUTRAL] ML and then like you said there's a 7 or an 8.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for that, and I'm in your policy. I just need you to verify your date of birth, your mailing and email address.
[CUSTOMER][NEUTRAL] [PII]. The address is [PII]. And what else I um what else did you need?
[AGENT][NEUTRAL] Email.
[CUSTOMER][NEUTRAL] Email, um, do you have my personal one [PII] [PII]?
[AGENT][NEUTRAL] No, ma'am, this looks like it might be your work email.
[CUSTOMER][NEUTRAL] Work one. OK, it's my last name [PII].
[AGENT][NEUTRAL] Alright, and thank you so much for verifying your information and all the information provided is a verification of benefits, not a guarantee of payment. Um, so let me ask you a question. When you were when you were entering the information to sign up, did you put your personal email or the work email?
[CUSTOMER][NEUTRAL] I don't think I ever signed up. Did I sign up?
[AGENT][NEUTRAL] Well, I'm saying when you said it gave you the error, were you entering your personal email or your
[CUSTOMER][NEUTRAL] I tried everything.
[CUSTOMER][NEUTRAL] I tried everything to be honest with you.
[AGENT][NEUTRAL] The reason I'm asking is because it's linked with our system, so I need to know what you put in to see if I need to change this or if you want to just try it with your
[CUSTOMER][NEGATIVE] No, you, you, you could leave my work. That's not a problem, but I'm saying I tried both and it just didn't recognize me.
[AGENT][NEUTRAL] OK, and you use, I'm an individual?
[CUSTOMER][NEUTRAL] I initially I did that and then I also tried, I'm part of a group blah blah blah, because I had the group number and all that.
[AGENT][NEUTRAL] Are you near a computer now?
[CUSTOMER][NEUTRAL] Yes, I'm in front of one.
[AGENT][NEUTRAL] Alright, so let's do it together. Um, are you on the APL secured website?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, uh, a [PII], yes.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So we're gonna click on new user and then for step one, we're gonna put on an individual.
[CUSTOMER][NEUTRAL] OK. Next.
[AGENT][NEUTRAL] I just want to make sure we have the spelling of your last name correct in our system is [PII]
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, and then where it says for the, I'm gonna go step by step. So when it asks you for the social or the member ID put your full social there.
[CUSTOMER][NEUTRAL] OK, so, I mean.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then your zip code?
[AGENT][NEUTRAL] And then the email on file is your work email, the quad company.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] OK, not a problem.
[CUSTOMER][NEUTRAL] OK, I filled in all that. Let's go to next.
[CUSTOMER][NEUTRAL] OK, also I'm creating my account now, got it.
[AGENT][NEUTRAL] Mhm. So if you got to that point, then you're in the right place.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so it says I created my account.
[AGENT][NEUTRAL] All righty. And then when you
[CUSTOMER][NEUTRAL] So now I gotta log in.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] No, you're fine.
[AGENT][NEUTRAL] And then once you log in and you're on your dashboard, you're looking for um a button that says upload documents it may say file a claim, the verbage changes sometimes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, first I gotta put in my um.
[CUSTOMER][NEUTRAL] You wanna send me a text message.
[AGENT][NEUTRAL] 00, OK, OK, sorry about that.
[CUSTOMER][NEUTRAL] OK, that is.
[CUSTOMER][NEUTRAL] OK, I'm in, um, OK.
[CUSTOMER][NEUTRAL] So now I'm in, so I'm sorry, what did you say um
[AGENT][NEUTRAL] So you're in now, um, OK, so. Mhm.
[CUSTOMER][NEUTRAL] Upload files, upload files, correct?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, so just upload everything into the app.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] All right, that works. Thank you for your help so much.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, I really appreciate your help thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APR. Have a great day.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][POSITIVE] Thank you. Bye bye.