AccountId: 011433970860
ContactId: 18b69239-07e6-4acf-907e-b4acef18a8d1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 851890 ms
Total Talk Time (AGENT): 352296 ms
Total Talk Time (CUSTOMER): 389985 ms
Interruptions: 3
Overall Sentiment: AGENT=1.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/18b69239-07e6-4acf-907e-b4acef18a8d1_20250127T18:20_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Hello, how are you today?
[AGENT][POSITIVE] Oh, I'm wonderful, thanks for asking. How about yourself?
[CUSTOMER][NEUTRAL] Awesome. I'm calling because I called in on Friday and I spoke to someone before submitting claims of some um uh services that I had back in [PII], like which is an ambulance and urgent care, but I was able to upload the documents, but for some reason, um, I can't submit the claim. When I go on to submit the claim, it says contact um.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Contact customer service.
[AGENT][NEUTRAL] OK, yeah, that's strange. Let's take a look at that. Do you have your policy number handy?
[CUSTOMER][NEUTRAL] I do. My policy number is 2,244,250.
[AGENT][POSITIVE] Perfect and let me get that pulled up.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] All right, ma'am. And would you be able to verify for me, please, your um first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], 62586 and I don't know if that's a problem because my name got changed. I got married. I see one of my policies have [PII], but the other ones have [PII] still. I don't know if that's a problem. Um, like the group accident at the top says [PII], my daughter, my son, my group's critical illness has a [PII]. The hospital has a [PII], but the short term has a [PII]. I don't know if that's a problem.
[CUSTOMER][NEGATIVE] But every time I get to the uploading, I put my name. I hit submit and it says um it's, it's an error.
[AGENT][NEUTRAL] OK, yeah, that's strange and I don't think you would know that your name I'm not sure, but we're gonna find out.
[CUSTOMER][NEUTRAL] Has anything
[AGENT][NEUTRAL] Yeah, we're we're certainly gonna look, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let's see.
[CUSTOMER][NEUTRAL] But I'm on here now. I'm gonna attempt while I'm on the phone with you while I'm with you, um, cause they got when I click on file a wellness claim, when I click on that, right, that's what I do because you're supposed to file a claim first and then upload the documents, correct?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Um, yes, well, you can do it either way, honestly, we're gonna figure it all out when it comes in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so that's what I did yesterday. I mean the other day. So what happened because I was having a problem doing the claim. I said, well, let me just submit the documents just to see if the documents, the documents went, but nothing else would work that I want to say.
[CUSTOMER][NEUTRAL] Um, so I'm on here now. I'm gonna try the ambulance and that was [PII], after [PII] that.
[CUSTOMER][NEUTRAL] Um, yeah.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] And then Mr. [PII], do you mind, and I'm so sorry if I pronounced that wrong, um, but would you mind real quick just verifying your mailing address and email address?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] Email address. I'm thinking they use [PII] [PII], which is my work um.
[CUSTOMER][NEUTRAL] And, uh, you know.
[AGENT][NEUTRAL] You bet.
[AGENT][NEUTRAL] And then um just a phone number on file if you can as well please my friend.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you I really appreciate you finishing that verification process with me, um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][MIXED] So for that wellness claim, so you, I mean I don't know why it's not letting you submit it um it's kind of a bummer but you can if you want you can download the claim form and just upload it like an upload a document and they can get it that way as well.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I'm doing it now.
[CUSTOMER][NEUTRAL] Oh OK. OK, I'll see. So right now I'm doing it. It, it don't even make you do your real signature. As soon as you do the signature, it's like lines come up, I hit submit, file my claim. Now it says submitting data, please wait. Well this claim. So it's spanking, it's doing a little bubbles.
[AGENT][NEUTRAL] Fingers crossed.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I said fingers crossed.
[CUSTOMER][NEUTRAL] I know, right? Maybe the system is down over the weekend or something. I don't know.
[CUSTOMER][NEUTRAL] It's still going.
[CUSTOMER][NEGATIVE] It said, oh, there's been an error. It says, looks like we're experiencing technical difficulties. If you continue to experience issues, please contact customer service and hit option 4. That's what I've been getting since I tried to file a claim.
[AGENT][MIXED] OK, I'm definitely going to pass that along to IT and see if they can look into that. And in the meantime, can I email you out a copy of that wellness claim form and you can literally just fill it out on your computer, save it as a PDF and upload it and it's unfortunately just takes a smidge longer than doing it through the portal, which is nice and easy, but you clearly are able to upload documents so maybe it won't hold you back.
[CUSTOMER][NEUTRAL] Since last week.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] O[PII], so you said you can email the form to me?
[AGENT][NEUTRAL] I can, yeah, if you'd like, if you'd like to.
[CUSTOMER][NEUTRAL] Right? And then I have to print it out?
[AGENT][NEUTRAL] No, you just fill it out on the computer, save it, and then upload it where you uploaded all your other documents under upload files.
[CUSTOMER][NEUTRAL] OK, so upload it under the uploaded files instead of the filing the claims.
[AGENT][NEUTRAL] Yep, yep, and it will, um, it's all like computer fill outable so like you can just.
[CUSTOMER][NEUTRAL] Mm
[AGENT][POSITIVE] Check it and type into it um they make it so easy.
[CUSTOMER][NEUTRAL] Because.
[AGENT][POSITIVE] But I can go ahead and get that sent out to you and I'm sorry?
[CUSTOMER][NEUTRAL] OK, so what is, um.
[CUSTOMER][NEUTRAL] Yes, you can send them, but I need 3 cause I gotta do I gotta do 1 for the ambulance 11 for the urgent care, but you gotta file different claims. So the ambulance urgent care, and the mammogram. I had a mammogram. So I was gonna have to do 3 of them.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I can send you out for the ambulance and the urgent care. I can send you the accident claim form, and they'll actually if it was for the same date.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, you can use one form if there's from different dates you can just, um, fill it out twice and then that that mammogram will fall under the wellness and I'll put that in your, um, the wellness claim form for you.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK. No, they didn't. None of them fell on the same date.
[AGENT][POSITIVE] Oh dang it, that would have been.
[CUSTOMER][NEUTRAL] They're all different.
[AGENT][POSITIVE] OK, no worries then for that.
[CUSTOMER][NEUTRAL] Yeah, they're all different. That's why I got.
[AGENT][NEUTRAL] So that accident claim form you'll fill out just twice, one for the urgent care date and one for the the date on the ambulance.
[CUSTOMER][NEUTRAL] Say it again.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then which one for the mammogram?
[AGENT][NEUTRAL] That one will be the wellness for the mammogram.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. So that's what I was saying. So, on this thing where it says wellness.
[CUSTOMER][NEUTRAL] Claim. Are they all considered that? Or do you put it like, see how you're saying accident claims, I'll put the ambulance and the urgent care. But under the wellness, the mammogram goes up underneath that one. How do you separate the categories when you're uploading it?
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] You can't?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] When you upload it, you don't have to separate it out they're gonna look at your uploaded documents and sort it out to each policy as it goes.
[CUSTOMER][POSITIVE] OK, I got you. OK. Sounds good. And your email?
[AGENT][NEUTRAL] And so, um, yes, and I'm gonna get you a copy of those both those forms that should be coming to you, I mean.
[AGENT][NEUTRAL] Within a couple of seconds I'm finishing typing it out right now.
[CUSTOMER][NEUTRAL] OK. And is there any kind of way on my other policies where my name is [PII]? Is there any kind of way you can change that?
[AGENT][NEUTRAL] Yes, I should be able to update your last name. I, I'm gonna verify that I just don't need any.
[CUSTOMER][NEUTRAL] Cause they obviously my job did it but I still see the group hospital says [PII].
[CUSTOMER][NEUTRAL] But the other three have [PII].
[AGENT][NEUTRAL] OK, let me see about the changing the name.
[AGENT][NEUTRAL] You sure we don't need anything for that?
[AGENT][NEUTRAL] All right, so to change your last name like due to a marriage we actually need a copy of the marriage certificate emailed to our um to our customer service department.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] So I'm assuming that my job changed all my benefits because that's how they got [PII]. I never sent you guys anything. My job did everything.
[CUSTOMER][NEUTRAL] So how did they get Carter on one of my hospital things and not the other?
[AGENT][POSITIVE] You know that is such an excellent question, um, and I am.
[CUSTOMER][NEUTRAL] Yeah, cause my benefits maybe, I mean, I just, once I sent everything to them, like my medical, all of that, all my new insurance cards, they changed everything, even when I was on APL and I was like, oh, OK, they notify APL because, you know, I've seen [PII]'s on there. I never sent you guys anything, so my job pretty much sent you all the info to get the name changed for the hospital.
[CUSTOMER][NEUTRAL] But I don't know why all the others do that.
[CUSTOMER][NEUTRAL] Maybe I'll just ask, I don't know. Maybe I'll ask them to do it.
[AGENT][NEUTRAL] Yeah, and I'll um follow up on my side about that and check it because I do see one of your policies says [PII] and then the rest are also under [PII]. So let me, let me also follow up on that.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right, so something has been sent in for that name to be changed. And so I'm wondering and hoping that that wasn't the problem. You get what I'm saying? So I don't know if the system's not knowing [PII], but someone changed one policy, but the other hasn't, and the system is knowing, oh why, but I changed [PII]. I tried to change it, but it shows up as [PII] when I tried to submit a claim. So something has been done.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I'm definitely gonna follow up on that because I'm not sure what happened there but I'd like to find out um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Perfect. So I am.
[AGENT][NEUTRAL] Sending you the claim forms now and then I also
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] I'm going to you have a hospital indemnity policy with us as well um that has some benefits and so I'm just going to attach that claim form just in case anything falls under your hospital indemnity benefits but maybe it wouldn't fall under your um your accident or something like that but just so you have it handy.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, I mean, would you guys be the one that send me new cards with my name on it, that hospital one? Because I think the hospital one is the only one you get a card for.
[AGENT][NEUTRAL] Um, yes, and so we, I can have them send you new cards, um, or I can also email you a PDF copy of the card as well, um, whatever you.
[CUSTOMER][NEUTRAL] I'd rather have it sent in the mail so I can have one in hand.
[AGENT][NEUTRAL] Yeah, absolutely, um, and your name is right on that one, right? That's the one that has [PII]. I'm gonna just verify.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Perfect then I can.
[CUSTOMER][NEUTRAL] Yeah, I think so.
[AGENT][POSITIVE] Absolutely, go ahead and um.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And get that emailed out to you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] Or not emailed mailed out in the mail. I'm sorry.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, Miss [PII], yeah, it's my pleasure. Um, so those claim forms I'm hitting send on that right now that subject line says APL and then claim forms, and then I'm hitting send and that should pop through in just a couple seconds and then I will look into further about your name change and I will work on getting a new set of cards sent out to you.
[CUSTOMER][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, and figure out why the upload is having a problem from the internet.
[AGENT][NEGATIVE] Yeah, pass that on to IT because I do not understand why.
[AGENT][NEUTRAL] Um, it is, it's letting you get so far into the process and then not.
[CUSTOMER][NEUTRAL] Yeah, it doesn't go through and then let me upload documents, but it won't let me go fully go through the submitted claim.
[AGENT][POSITIVE] I'm sorry about
[AGENT][NEUTRAL] Oh, that is so, yeah, I'm so sorry. I'm not exactly sure why, and you're on the computer, right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] I mean it's letting you upload documents. I have no idea why it's not letting you upload the claims. I'm so sorry, but I will pass that on to IT.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] Hey, it's my pleasure. Thank you so much for giving us a call and I hope you have a fabulous Monday.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] My pleasure.
[CUSTOMER][NEUTRAL] Yeah.