AccountId: 011433970860
ContactId: 2a1f39ed-ee70-47a7-9619-6a86ce1a3745
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1117839 ms
Total Talk Time (AGENT): 259910 ms
Total Talk Time (CUSTOMER): 457098 ms
Interruptions: 3
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/2a1f39ed-ee70-47a7-9619-6a86ce1a3745_20250623T20:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, ma'am. I have, uh, a cancer policy there and um they've been waiting, and I, we've been waiting for them, my, the surgery center to send our bill so they could finish processing it. Um, it seems like I filled out these things online last time. Do they, do they,
[CUSTOMER][NEUTRAL] Do they do that online or?
[AGENT][NEUTRAL] So the forms are, yeah, they.
[CUSTOMER][NEUTRAL] Uh, or do I have to print the form?
[AGENT][NEUTRAL] You can do it either way. They're located online where you can download them or you can print them out either way.
[CUSTOMER][NEUTRAL] Oh, OK, and then I have to download them, fill them out, and then take, send them back with the other two things or something?
[AGENT][NEUTRAL] Mhm, yeah, so, yeah. Mhm.
[CUSTOMER][NEUTRAL] The uh, the receipts, do I send it to [PII]? Is that where I send it?
[AGENT][NEUTRAL] So claims can be submitted online through the portal that we have or you can put it in the US postal mail or you can fax it. Those would be the three different ways.
[CUSTOMER][NEUTRAL] OK, but you would send it to [PII]?
[AGENT][NEUTRAL] Right, so [PII], yes ma'am, is the website. Uh-huh.
[CUSTOMER][NEUTRAL] Is that
[CUSTOMER][NEUTRAL] OK, uh, and, but, but it's [PII], correct?
[AGENT][NEUTRAL] No, you can just put in a [PII] and that'll take you to our site and then you're gonna click the sign in option to sign in to submit your claim info.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[AGENT][NEUTRAL] So you're gonna, you know, yeah, so if you've never logged in or anything, you would just have to create an account to do so if you wanna do it online.
[CUSTOMER][NEUTRAL] OK. Well, um,
[CUSTOMER][NEUTRAL] OK, well, I did that. Let's see, where do I go to sign in though because I'm saying about solutions, products, brokers, claims and forms, claim status.
[AGENT][NEUTRAL] So on the home
[CUSTOMER][NEUTRAL] But when I go to claims and forms, OK, go ahead, I'm sorry.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Um, claims and forms is where you would locate the claim form. If you pan right you should see something that says sign in.
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It's time to go back. Uh.
[CUSTOMER][NEUTRAL] Let's see, search a site. I don't know uh sign in.
[AGENT][NEUTRAL] Yeah, click sign in.
[CUSTOMER][NEUTRAL] OK, well, I'm, I'm having to go to this search, sign in frequently asked questions, claims forms, home brokers.
[CUSTOMER][NEGATIVE] I don't see where I can sign in. It doesn't.
[CUSTOMER][NEUTRAL] Uh, well, I'm on the site, so tell me how you get to it from, from on your end. You go to the hourglass or the three lines?
[AGENT][NEUTRAL] Wait, you see the hourglass on the top right hand side of the page?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, look down below that do you see claim status and then to the right there sign in?
[CUSTOMER][NEUTRAL] There's claims and farms, home, brokers, groups, provider claim status. OK. I go to claim status?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Because I wanna submit some more uh paperwork.
[AGENT][NEUTRAL] On the
[AGENT][NEUTRAL] On the top of the website do you see where it says APL?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Click on that and see if it takes you back to the home page.
[CUSTOMER][POSITIVE] Uh, workforce benefits that work for you, see how. And then it says who we serve, brokers, learn more groups, see how we help individuals.
[CUSTOMER][NEUTRAL] Let's go.
[CUSTOMER][NEUTRAL] Um, see if it opens up individuals.
[CUSTOMER][NEUTRAL] Our workforce insurance and it says view all accident, cancer.
[CUSTOMER][NEUTRAL] Um, critical illness disability, that's what it says. It doesn't have a sign in, that's what I was looking for the sign in.
[AGENT][NEUTRAL] OK. So,
[AGENT][NEUTRAL] Scroll all the way back to the scroll all the way back to the top.
[CUSTOMER][NEUTRAL] How can we help?
[CUSTOMER][NEUTRAL] Oh, here's one at the very bottom in individual resources sign in.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, let me see if that will work.
[CUSTOMER][NEUTRAL] And you
[CUSTOMER][NEUTRAL] Again.
[CUSTOMER][NEUTRAL] OK, there we go. It's got sign in. So, OK, so I'm, I'm, I'm that, so it should be good to go. Let me see if it will sign in. We can't seem to see to find your account now. I don't know, uh.
[AGENT][NEUTRAL] So you're
[AGENT][NEUTRAL] You're gonna
[AGENT][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] A few weeks ago, the online service center updated, so you need to click on create your OSC account.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Once you click on that, it's gonna ask you which role best describes you.
[CUSTOMER][NEUTRAL] OK, let me try
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] You need to click on insured.
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][POSITIVE] It's just so funny and.
[CUSTOMER][NEUTRAL] Yeah, it's not, it just keeps.
[CUSTOMER][NEUTRAL] Um, hold on, let me try one more thing. It's not.
[CUSTOMER][NEGATIVE] It says it can't find my account so.
[CUSTOMER][NEGATIVE] OK, so that's not working. So what did I do? I go back.
[CUSTOMER][NEGATIVE] It's not working on any of that. Create your SLC forgot password.
[AGENT][NEUTRAL] No, ma'am, you need to click on create create OSC account.
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Group insured, OK, insured next.
[AGENT][NEUTRAL] You need to click insure, yeah.
[CUSTOMER][NEUTRAL] OK, next.
[AGENT][NEUTRAL] Now, on the next page, you just need to put in your last name, your email, and your date of birth. That's it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Very nice.
[CUSTOMER][NEUTRAL] Oh gosh, how do I put in the uh
[CUSTOMER][NEUTRAL] [PII]. Is that [PII].
[CUSTOMER][NEUTRAL] It won't let me change, it won't let me put in since [PII], and it won't let me go back unless I go back, back each month of every year back to [PII].
[AGENT][NEUTRAL] You should just be able to type it in.
[CUSTOMER][NEUTRAL] And it's not letting me do that.
[AGENT][NEUTRAL] You don't need to click the calendar. You should just be able to go to the far left, click, and then just start typing on your keypad.
[CUSTOMER][NEUTRAL] I reset because it's not it's not letting me do that.
[CUSTOMER][NEUTRAL] Date of birth.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEGATIVE] It won't let me delete it at all.
[AGENT][NEUTRAL] Click clear.
[CUSTOMER][NEUTRAL] Just as [PII].
[CUSTOMER][NEGATIVE] It says next or cancel it won't let me clear it.
[CUSTOMER][NEGATIVE] Says reset. I tried to reset and it won't do it.
[CUSTOMER][NEGATIVE] It won't reset.
[AGENT][NEUTRAL] What is your policy number? Do you have that?
[CUSTOMER][POSITIVE] Yeah, I do.
[CUSTOMER][NEUTRAL] It's um
[CUSTOMER][NEUTRAL] 6,746,700
[CUSTOMER][NEUTRAL] And it's for [PII].
[CUSTOMER][NEUTRAL] Birthday [PII].
[AGENT][NEUTRAL] And the email on here is [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, do you have access to your email?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. So I'll try and just do this for you. It's gonna send a verification code that you'll need to give me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see here
[CUSTOMER][NEUTRAL] Mm yeah.
[AGENT][NEUTRAL] OK, it just sent the verification code to your email, so let me know when you have that and just read it back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, verification code [PII].
[AGENT][NEUTRAL] OK, so are you still on the page where you can click log in?
[CUSTOMER][NEUTRAL] Um, hold on, let me see, hold on, I'm doing this on my phone, so hold on.
[CUSTOMER][NEUTRAL] Verify your code again.
[CUSTOMER][NEUTRAL] You go back on.
[CUSTOMER][NEUTRAL] Let me go back into the log in at the very bottom.
[CUSTOMER][NEUTRAL] Onion, OK.
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] Welcome to OSC.
[AGENT][NEUTRAL] Yep, so when you click log in going forward, the username is your email that's what you're gonna use.
[CUSTOMER][NEUTRAL] Log in
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I set a temporary password, you can reset this, but this will just be so you can get in. The password that I created is [PII], so [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Fun
[CUSTOMER][NEUTRAL] Update password.
[CUSTOMER][NEUTRAL] And verification code.
[AGENT][NEUTRAL] Yeah, it's always gonna send the verification codes now.
[CUSTOMER][NEUTRAL] OK, so it will.
[CUSTOMER][NEUTRAL] Go back to my email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, uh, verify code.
[CUSTOMER][NEUTRAL] Continue.
[CUSTOMER][NEUTRAL] And now it comes to dashboard.
[CUSTOMER][NEUTRAL] Um, hello, and then you have received some status updates text message and your 10 digit phone number.
[CUSTOMER][NEGATIVE] Sorry, I'm not real good at all this technology stuff.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] And you gotta do it now that, you gotta do it nowadays to get anything done. So I, there, uh, I.
[AGENT][NEUTRAL] That's true.
[CUSTOMER][NEUTRAL] Yeah, so it's old people.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] 123421.
[CUSTOMER][NEUTRAL] I start your claim.
[CUSTOMER][NEUTRAL] OK. Start to claim, traditional claim, illness, preventative care, I guess it's not, it's not those, it's uh cancer.
[AGENT][NEUTRAL] It would be a traditional claim. There's.
[CUSTOMER][NEUTRAL] So go the next step.
[AGENT][NEUTRAL] Yeah, there's there's just wellness claims and traditional claims, so unless it's a wellness claim, you're always gonna click traditional.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I see information for documents to find the plane form you need to.
[CUSTOMER][NEUTRAL] So page.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] like claim it name it's for my husband.
[CUSTOMER][NEUTRAL] What policy claim or coverage type not listed.
[CUSTOMER][NEUTRAL] Next step.
[CUSTOMER][NEUTRAL] Please select at least one coverage title.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Drop files here. OK, so click here to browse, that's in my photo library.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you for helping me with this.
[AGENT][POSITIVE] Yeah, no problem.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, the next step.
[CUSTOMER][NEUTRAL] Uh, please confirm the information is correct.
[CUSTOMER][NEUTRAL] Cement.
[CUSTOMER][NEUTRAL] It's just circle, it's circling.
[AGENT][NEUTRAL] Yeah, the.
[AGENT][NEUTRAL] Sometimes it is taking a moment to like load. Um, if it airs out, you may have to try it again, unfortunately, um.
[CUSTOMER][NEUTRAL] OK, well, at least I kind of know how to get to it, so.
[AGENT][NEUTRAL] Yeah, and it should.
[CUSTOMER][NEUTRAL] And then I'll have to go back in.
[AGENT][NEUTRAL] Yeah I was gonna say it should also give you like a confirmation.
[CUSTOMER][NEUTRAL] OK, um, then.
[CUSTOMER][NEUTRAL] Download the claim details for your records. It's about 24 hours for your claim. It says download. I've already downloaded. Do you want to download confirmation PNG on secured AM? Do I, do I want to do that?
[AGENT][NEUTRAL] You can if you want for your records.
[CUSTOMER][NEUTRAL] Do you want to download OSP?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's not required.
[CUSTOMER][NEUTRAL] OK, download the claim details for your records.
[CUSTOMER][NEUTRAL] And I guess it went in.
[AGENT][NEUTRAL] OK, yeah, it sounds like it did.
[CUSTOMER][POSITIVE] I successfully submitted. OK. OK, good deal. Well, thank you. I'm sorry. I got friends that are older than me that are in their [PII] and it's like
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] No, no problem.
[CUSTOMER][NEUTRAL] You know, they can't sign up for like their, their house insurance and all that kind of stuff now it's like.
[AGENT][NEUTRAL] It's crazy.
[CUSTOMER][NEGATIVE] They have to go down to the places they don't even, yeah, they don't, you know, they don't have.
[CUSTOMER][MIXED] They don't have their computers or anything anymore. They're so outdated, you know, that they just, and they don't even get on, so it makes it kind of hard for some people. So, but thank you so much.
[AGENT][NEUTRAL] I mean, I feel, I feel you, but it's like, yeah, places that don't take cash. I feel like, you know, cash is cash. Why don't you take cash? So I hear you.
[CUSTOMER][NEUTRAL] I know. I know. I went to Walmart today and I, I put cash in a little machine, you know, cause it's only $10.30 something cents. And it should have given me back change and it didn't, didn't give me back any change. And it's like my husband said, well, they're not probably not doing pennies or anything anymore. I, I guess not, you know, I don't know, but, well, thank you so much for helping me. I appreciate it.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] But.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Uh, bye-bye.