AccountId: 011433970860
ContactId: 1f80288b-02dd-4ca9-b171-84bd6cc6048a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 478640 ms
Total Talk Time (AGENT): 104099 ms
Total Talk Time (CUSTOMER): 270843 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/1f80288b-02dd-4ca9-b171-84bd6cc6048a_20250423T21:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. Um, my employer changes insurance.
[CUSTOMER][NEUTRAL] Sometimes annually, um, just, you know, because there's a better rate or they find a better service or whatever. And so, I'm pretty sure I have insurance through APL, but um then maybe I kept 11 of the times that they changed, um but um I was just wanting to get that verified and if I do, then I'd like to file a claim.
[AGENT][NEUTRAL] OK, let's take a look. You, I'm guessing you probably don't have your policy number or anything like that?
[CUSTOMER][NEUTRAL] Well, I was looking at, I'm logged into the website and I was looking to see if there was a policy contact information.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] She says policy.
[CUSTOMER][POSITIVE] Education preferences, trying to go back to the, oh, there's the little house. Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it would be under policy 2582046 is what I think it would be.
[AGENT][NEUTRAL] OK. And then what's your first and last name?
[CUSTOMER][NEUTRAL] My first name is [PII], my last name is [PII].
[AGENT][NEUTRAL] Thank you, [PII], and then if I can get your date of birth and address.
[CUSTOMER][NEUTRAL] My date of birth is [PII]. My address is [PII].
[AGENT][POSITIVE] Thank you so much. OK, so, policy is active on this one.
[AGENT][NEUTRAL] Um, and it looks like it's effective date is [PII].
[AGENT][NEUTRAL] So if you're already logged in um that's where you would file the claims is through the online portal uh you should see something there that says upload files.
[CUSTOMER][NEUTRAL] Well, I, I do, but, uh, like if I go to forms, well, now back, let me go back.
[CUSTOMER][NEUTRAL] I do see upload files.
[CUSTOMER][NEUTRAL] And uh put my name.
[CUSTOMER][NEUTRAL] And I picked the coverage.
[CUSTOMER][NEUTRAL] And next,
[CUSTOMER][NEUTRAL] And it gives me an opportunity to select the files, but my question was kind of about the the form itself because um I can even find it now.
[CUSTOMER][NEUTRAL] It seemed like it was covering a lot of ground that I didn't necessarily need to, so I have an APL claimant statement, accident and health, but it doesn't really fall under, and, and I, it's not like I had cancer, but I had a cancer screening. So I didn't know if I needed to.
[CUSTOMER][NEUTRAL] File it on the accident health portion or if there's another form I need to file it on.
[CUSTOMER][NEUTRAL] Does that make sense?
[AGENT][NEUTRAL] Yeah, that makes sense. So was it like a wellness visit? Is that what it was?
[CUSTOMER][NEUTRAL] Well, I had two things. You know, and that was the other thing. I, I, I know with some policies, it's like, you know, what it pays is more if you have this done versus having that done. Like if you had, just using an example, if you had chemotherapy versus just having a screening. Um, so I had a, a skin biopsy, which ended up not being malignant, um, but it was a cancer screening, and then I also had a breast ultrasound.
[AGENT][NEUTRAL] So, the claim form that you're gonna need is the cancer claim form. Is that the one that you're clicking on?
[CUSTOMER][NEUTRAL] Well, um, I did not see the the, uh, well, if I go to claim forms on this and then cancer.
[CUSTOMER][NEUTRAL] When I click on
[CUSTOMER][NEUTRAL] Cancer then it asked me to
[CUSTOMER][NEGATIVE] To sign in again all over again, which is confusing to me.
[CUSTOMER][NEGATIVE] And then it takes me into a screen where it I have that upload option, but it doesn't actually give me the claim form.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The claim form that I had is the one that our company had out in a share directory from a couple of years ago when they had this insurance.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I was trying to
[AGENT][NEUTRAL] I was trying to pull up your policy to see.
[AGENT][NEUTRAL] Because next to the form on our site, you should see an option to download form or share.
[CUSTOMER][NEUTRAL] On the site that I'm looking at, it has APL. It has a home button, Contact us claim forms and help on the top menu. When I click on claim form, it goes into another screen that has about solutions, products.
[AGENT][NEUTRAL] Right, that takes you to our
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] For brokers, for groups, and contact.
[AGENT][NEUTRAL] If you look, it's taking you just to the main site, which is [PII]. That's where you go to log in and all of that. So you need to scroll down.
[AGENT][NEUTRAL] Until the very first thing you should see would be claim forms, policy change documents, and the first one is an accident claim form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] When I scroll down, I get home and claim forms again.
[CUSTOMER][NEUTRAL] Um, then I get file claims 24/7.
[CUSTOMER][NEUTRAL] And then I get other ways to submit your claim. So if I sign in.
[CUSTOMER][NEUTRAL] And it takes me back to the screen where I can upload it or
[CUSTOMER][NEUTRAL] Do a wellness claim. OK my claims upload, upload documents or need to file a wellness claim. So those are the two options there. It doesn't take me into.
[AGENT][NEUTRAL] The claim for
[CUSTOMER][NEUTRAL] And then if I go down further than that, otherwise just.
[AGENT][NEUTRAL] Yeah, the claim forms are there. You need to keep going down.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I, I think I see them. Uh, accident claim form, cancer claim form.
[CUSTOMER][NEUTRAL] Download
[CUSTOMER][NEUTRAL] OK, and then let me see if this this is a fillable form or not.
[CUSTOMER][NEUTRAL] Yeah it is OK so once I get this filled out, then I can just upload it to the, the claim portal.
[AGENT][NEUTRAL] Mhm. Mhm. Yup, and that's all you need with your documentation.
[CUSTOMER][NEUTRAL] All right, I'll
[CUSTOMER][POSITIVE] All right. You have a great day. Thanks very much.
[AGENT][NEUTRAL] You too. Bye-bye.