AccountId: 011433970860
ContactId: 3be45502-074b-4314-9f93-9d186b98e21c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 945630 ms
Total Talk Time (AGENT): 278137 ms
Total Talk Time (CUSTOMER): 536560 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/3be45502-074b-4314-9f93-9d186b98e21c_20250606T16:03_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I called earlier. I needed help, um, to start a new claim and um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hm. Anyway, I want to go back in because I need to um upload some more supporting documents.
[CUSTOMER][NEGATIVE] And when I put my name into the [PII] area it won't let me log in. How do I add supporting documents?
[CUSTOMER][NEGATIVE] The since the last time I filed a claim this app has changed this new profile y'all have has changed.
[AGENT][NEUTRAL] Yes, that's what I was just getting ready to ask you. Um, so on last Friday, we, we, um, launched a new website and we've been having a lot of issues with it, um.
[CUSTOMER][NEUTRAL] Yeah, and yeah.
[CUSTOMER][NEGATIVE] Yeah, cause you can't upload anything.
[AGENT][NEUTRAL] Are you able to log in?
[AGENT][NEUTRAL] Or it's telling you no user now.
[CUSTOMER][NEGATIVE] No, no, it's, it's not even identifying me.
[AGENT][NEUTRAL] It's saying no user found.
[CUSTOMER][NEUTRAL] Because I have my new claim number.
[CUSTOMER][NEGATIVE] Yeah, no user found um at when I called earlier the girl walked me through it and it found me and now I go back in to try to.
[CUSTOMER][NEUTRAL] Um, I don't wanna file a new claim, you know what I mean? I want to add supporting documents to a claim that's.
[CUSTOMER][NEUTRAL] Being created, you know what I mean?
[AGENT][NEUTRAL] Right, so you're not gonna be any time you upload to the online service and it's going to look like it's a new claim, but the examiner will know like these are the documents for this claim. So you will get a new confirmation number, it will look like a new line there, but they'll know that it's for a previous claim, so it's going to look like you're submitting a new claim. Is that what?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is that where you're at now?
[CUSTOMER][NEUTRAL] Yeah, because I see I'm, yes ma'am, I go back into this traditional claims.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I go down and go to next.
[CUSTOMER][NEUTRAL] And it says policy information and what we're gonna need go to next and it says select.
[CUSTOMER][NEUTRAL] Uh, climate, I guess that's me. I put my name.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's under [PII]
[CUSTOMER][NEUTRAL] I go to next and it's not identify me. Please provide the.
[CUSTOMER][NEUTRAL] Um it's name.
[CUSTOMER][NEUTRAL] I'm the policy holder and it's not it's not.
[CUSTOMER][NEUTRAL] Identifying me.
[AGENT][NEGATIVE] So it lets you in, but when you're trying to upload documents, it's, it's not finding you.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] No ma'am, I'm at the climate details, yeah, where it says enter the information above it when I put my name in it's not.
[AGENT][NEUTRAL] Is that what's happening?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Funding me.
[AGENT][NEUTRAL] OK. I'm just trying to get the details because I'm gonna send this to IT because if you're in the system and it's still not working, it's not you, it's the system.
[CUSTOMER][NEUTRAL] Yeah, it's called [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And that's where I put my name correct?
[AGENT][NEUTRAL] Yes, ma'am, you're the claimant, um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, that'll be you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] And I, I did, you know, my name is [PII], also did [PII], and it's not coming up.
[AGENT][NEUTRAL] OK. And [PII], may I have your policy number?
[CUSTOMER][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I don't have that in front of me. I have my name and date of birth and all that.
[AGENT][NEUTRAL] OK, I
[AGENT][POSITIVE] Oh, that's no problem at all.
[CUSTOMER][NEUTRAL] It's, it's [PII].
[CUSTOMER][NEUTRAL] I'm gonna write my policy number down so it'll be easier. It's [PII]. I might have it over on the first page, first page. Let me look.
[CUSTOMER][NEUTRAL] I might have it.
[CUSTOMER][NEUTRAL] The climate.
[CUSTOMER][NEUTRAL] Oh yeah, 02.
[CUSTOMER][NEUTRAL] 393-842
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] And I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII]. My mailing address is [PII]. Emails [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Um, let me ask you this, because the policy number that you gave me is a previous one, on the, um, but you said when you see when you see claimant or you see claimant details and it's not, that's where it's not finding you, not that you can't log in, OK.
[CUSTOMER][NEUTRAL] Right, but earlier I was able to do it to start my claim.
[CUSTOMER][NEGATIVE] Because I got the new claim number and everything now and now when I go back in it's not even.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Recognizing me, you know?
[AGENT][NEUTRAL] Mhm. So yeah, the website is all wonky. Um, it could work one second and not the that's what we're going through since Friday. So yes, that is what you're explaining is one of the issues that IT is working on. I'm going to send your information over to IT so that they can reach out to you, um, email or call, whichever you prefer, so that they can help you, um.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] It doesn't matter
[AGENT][NEUTRAL] OK, and then in the meantime, if you, did you wanna wait to file the supporting documents or you can fax it to us?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] No, no, hold on, I might have answered your question, OK?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I, I just seen this and now I remember. OK, when that comes up when it says select climate or climate or whatever, don't put your name in. If you look right above it, it's gonna have your name.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Don't in yourself push on it. And so since I pushed on it, it'll, yeah, it'll bring these other select coverage policy type. Well these coverage policy types don't tell us nothing as a user, you know what I mean? Um, it has all these other policies.
[AGENT][POSITIVE] OK, you got it.
[AGENT][NEUTRAL] Right, what
[AGENT][NEUTRAL] But what kind of options does it show you, like give you?
[CUSTOMER][NEUTRAL] Yeah, and, and
[CUSTOMER][NEUTRAL] And it shows me one number is 207-6808-GC3 then LEB.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] 5 seed and the other ones.
[CUSTOMER][NEUTRAL] Yeah, the other one to choose from is another number and the other one to choose from is actually gonna be the one I need to choose. I remember the girl telling me it's gonna be 252-1898.
[AGENT][NEUTRAL] Yes, because that's the active policy. The other ones there are your old cancer policies.
[CUSTOMER][NEUTRAL] I wanna
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK. Well, you, we're gonna figure this out for um ITT.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] I, I, I might be able to help them.
[AGENT][NEUTRAL] But yes, that 252-1898, that is your active policy, so that's the one you'll want to click on.
[CUSTOMER][NEUTRAL] OK, alright, I, I'm to the steps now. I can go and it says to there up at least one file. So let's see here, claim forms including common documents required can be found here. Next step. Oh no drop files here. 000, read [PII].
[CUSTOMER][NEUTRAL] One sec, OK, I got it.
[CUSTOMER][POSITIVE] I think I've got their problem fixed.
[AGENT][NEUTRAL] You got it?
[CUSTOMER][NEUTRAL] Maybe.
[CUSTOMER][POSITIVE] I got it, girl. I got it.
[AGENT][NEUTRAL] Well, it sounds like it.
[CUSTOMER][NEUTRAL] I've got it, yeah, you can't enter your name yourself. You have to click on it.
[AGENT][NEUTRAL] Click on it, OK.
[CUSTOMER][NEUTRAL] It's a right, it's, yeah, your name is gonna be right above it and just click on it. Yeah, right where the 3 where the dots are at to kind of give you your steps, what steps you're on. It's gonna be right below that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm gonna write that down in case somebody else calls.
[CUSTOMER][NEUTRAL] Yeah, that's what you do, you.
[CUSTOMER][POSITIVE] Yeah, it's gonna be right in that area, yep.
[CUSTOMER][NEUTRAL] What you do.
[AGENT][NEUTRAL] OK, so, so were you, did it, but did it let you, um, were you able to upload your documents?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's what I'm fixing to do is take a picture of it so I can upload it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I wanna take a picture of it back page.
[CUSTOMER][NEUTRAL] OK, use photo.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Use photo
[CUSTOMER][NEUTRAL] Please upload at least one book next step.
[CUSTOMER][NEGATIVE] Oops, nope, that's the wrong one.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Go back, go back.
[CUSTOMER][NEUTRAL] Uh, drop files here.
[CUSTOMER][NEUTRAL] OK, take photos.
[CUSTOMER][NEGATIVE] It wasn't clear
[CUSTOMER][NEUTRAL] Take photo. OK. Use photo.
[CUSTOMER][NEUTRAL] I'm not talking to myself, believe me, I'm just.
[AGENT][POSITIVE] No, no, you're fine. Take your time.
[CUSTOMER][NEUTRAL] Taking myself to the
[CUSTOMER][NEUTRAL] OK, let's see, no claim forms including and drop files click here, OK.
[CUSTOMER][NEUTRAL] Let me do the front side, no.
[CUSTOMER][NEUTRAL] Oh come on view, view.
[CUSTOMER][NEUTRAL] It doesn't let you.
[CUSTOMER][NEUTRAL] I go back, um.
[CUSTOMER][NEUTRAL] Next year.
[CUSTOMER][NEGATIVE] Trash that.
[CUSTOMER][NEUTRAL] Take photo, OK.
[CUSTOMER][NEUTRAL] H1
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, I'll do this one.
[CUSTOMER][NEUTRAL] We're gonna take 2 photos.
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] OK, next up, OK, here we go.
[CUSTOMER][NEUTRAL] Come on, next step.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Confirm details. Please confirm information is correct before submitting.
[CUSTOMER][NEUTRAL] submit.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, it's submitting. It's just like a little bit. It's like a little bit a while ago.
[AGENT][NEUTRAL] OK, let me do this.
[AGENT][NEUTRAL] So I can let you know when it comes here.
[CUSTOMER][NEUTRAL] I was having to send them a.
[CUSTOMER][NEUTRAL] My anesthesiologist.
[CUSTOMER][NEUTRAL] Mm mm.
[CUSTOMER][NEUTRAL] You know how above this app it has those dots tell you what.
[CUSTOMER][NEUTRAL] Steps are next
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Those blue dots.
[CUSTOMER][NEUTRAL] 1234 it's gonna actually 6 blue dots are gonna be at the top and that one where you have to click your name is gonna be the 2nd, 2nd dot I believe the second is gonna be right below those.
[AGENT][NEUTRAL] The one that you select for the claimant. OK.
[CUSTOMER][NEUTRAL] If you people need to look.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, I had submitted records.
[CUSTOMER][NEUTRAL] Um, please download the claim details for your records.
[CUSTOMER][NEUTRAL] OK, I guess I download them.
[AGENT][NEUTRAL] Yep, and it just popped up here, the 2nd 1.
[CUSTOMER][POSITIVE] OK, good.
[CUSTOMER][POSITIVE] Alright, I think I got it and I gotta do another.
[AGENT][NEUTRAL] So we have them both.
[CUSTOMER][NEUTRAL] Yeah, and can I ask you a question? I've never done it before. I never filed them. um, I had my mammogram back in March or April. Do I file that one under the well the wellness one?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Wellness
[AGENT][POSITIVE] So well.
[CUSTOMER][NEUTRAL] Yeah, because I said I've never submitted.
[CUSTOMER][NEUTRAL] So I never, what's the what's the wilderness?
[AGENT][NEUTRAL] So you'll use the wellness claim form, because that's the form that has like all the different tests that you can select and it has mammo on mammogram on there, but it's your file it under the cancer policy. It's it's a benefit under your cancer policy, but the cancer form doesn't have anywhere that you can um specify like what you had.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Only the wellness claim form has that big list, so you'll use the wellness claim form but file it under that claim uh policy number you just saw the others under.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK, alright, well this one, this one I just filed though was I had surgery, so that was in January and I went, I need to get this stuff submitted, um, anyway, I called him about that and everything that's why I just go ahead and submit it. And then, you know, I just want to ask that question about my mammograms. I said I, as long as I've had this insurance, I've never filed them.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I didn't, you know, I went, wellness, OK, I do have my wellness, you know, that's my mammogram and pas and stuff like that. I never followed them. I didn't know.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What the pay is on that or what they do or anything like that I don't know.
[AGENT][NEUTRAL] I can look up your benefit. Hold on one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And see how much the policy will pay out towards it.
[AGENT][NEUTRAL] Alright, it's coming up now hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I just get insurance and I pay for it.
[AGENT][NEUTRAL] I do too.
[AGENT][NEUTRAL] I need to use it.
[CUSTOMER][NEUTRAL] I don't know anything about it.
[CUSTOMER][POSITIVE] Yeah, I had to use this one this well this last year [PII], and so it does, you know, it does help.
[AGENT][NEUTRAL] Let me see. OK, so for the um preventative, the cancer policy will pay up to $50 will reimburse up to $50 per diagnostic test once per year.
[CUSTOMER][NEUTRAL] OK, hold that $50.50 dollars.
[CUSTOMER][POSITIVE] I'll look at that. Alright, well thank you.
[AGENT][NEUTRAL] Honestly, you, you've had the, you've had a cancer policy with us since [PII]. So really, if you had the records from back then, you could file. There's no like timely filing or anything.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh OK I'll just, I'll just get my um records. I'll pull them off my um portal.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And I'll just file them. I'm not making money today.
[AGENT][POSITIVE] Oh my goodness. And Ms. [PII], was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] No, ma'am, no, no, I'm just gonna keep paying on my, my policies.
[CUSTOMER][POSITIVE] They do come in handy.
[AGENT][NEUTRAL] I need to, I need to file some for mine too, maybe.
[CUSTOMER][NEUTRAL] I might start using them.
[CUSTOMER][POSITIVE] Yeah. Yeah, instead of, you know, paying for them, use them.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] I didn't think I'd have to ever have this one really, you know, never ever have ever have to use this, but I did, you know, so it was like, you know what, at least I'm, I'm glad you had that policy because that did help a little bit, you know, with everything I had to go through, so.
[AGENT][NEUTRAL] And to be honest, it's better to have it and not need it than need it and not have it, so it was there for you just, just in case.
[CUSTOMER][POSITIVE] God is good.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][POSITIVE] You, you are so right. You're so right. All right, well, I hope I um help you with your ITT support.
[AGENT][POSITIVE] Yeah, you sure did, and I wrote notes too. Well, thank you so much for calling APL. I hope you have a great weekend.
[CUSTOMER][NEUTRAL] There you go.
[CUSTOMER][POSITIVE] Oh, all right, thank you. Have a, you have a blessed day and a, and a good weekend too.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][POSITIVE] You're welcome bye bye.