AccountId: 011433970860
ContactId: 2353d8cf-0fde-4577-9467-b33827310c7d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191699 ms
Total Talk Time (AGENT): 93135 ms
Total Talk Time (CUSTOMER): 88337 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/2353d8cf-0fde-4577-9467-b33827310c7d_20250623T16:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, I, um, have a, I have, I've had the APL insurance for a year and I've never used it, um, and I was trying to sign in to see what I need to do to start a claim because I have one that is in process, but it's not letting me sign in so I'm not sure if I even hit the right button on the phone to figure this out.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Yeah, let's take.
[CUSTOMER][NEGATIVE] It says it can't, it says it can't find me.
[AGENT][NEUTRAL] OK, let's take a look. Do you have your policy certificate number?
[CUSTOMER][NEUTRAL] Um, is that the payer ID or the oh, the benefits, the benefits certification number, is that the one you need?
[AGENT][NEUTRAL] Mhm, yeah, that one.
[CUSTOMER][NEUTRAL] OK, do you need the inpatient or the outpatient?
[AGENT][NEUTRAL] It doesn't matter. You
[CUSTOMER][NEUTRAL] I mean sorry inbox in OK so the inhospital one is 02510024 ML7.
[AGENT][NEUTRAL] All right, thank you. And then let me get your name and date of birth, please.
[CUSTOMER][NEUTRAL] My name is [PII] and my date of birth is [PII].
[AGENT][NEUTRAL] All right, thank you, [PII]. And then lastly, I just need to verify physical address and email address.
[CUSTOMER][NEUTRAL] [PII] and it's I don't know if it would be under my work email or my home but my home is focus [PII] or [PII] is my work.
[AGENT][NEUTRAL] OK, so the email address that you have on here is your work address so what.
[CUSTOMER][NEUTRAL] OK, that might be why it wasn't finding me.
[AGENT][NEUTRAL] Yeah, so when you click on um insured, it should ask for your last name, just put in your last name, work, email, and date of birth. You can leave out the social or member ID and the zip code.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I think I'd be proactive while it's going through my regular insurance, see what I need for this one.
[AGENT][POSITIVE] Yeah, no, absolutely.
[CUSTOMER][NEUTRAL] OK, so now it's put me up to so I can do a password. I couldn't get that far, so maybe I'll be OK now.
[AGENT][NEUTRAL] OK, awesome so it is gonna ask up at the top to um like send a verification code. You do need to click that, put in your email, get that code from your email, and then click verify before you create the password.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, from there, once you get in there, there is a tab, of course, to upload claims and file your documentation. Now, since this is a secondary policy, you will need um the explanation of benefits from your primary insurance when you submit your claim for the date of service, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Do you have any other questions, concerns?
[CUSTOMER][NEUTRAL] Nope, that was it. Like I said, just trying to be proactive.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right sounds good well if you think of anything else, feel free to give us a call OK?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] All righty. Thank you very much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.