AccountId: 011433970860
ContactId: 3c371181-fc95-43c9-9fca-7b8e27276a5e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1239699 ms
Total Talk Time (AGENT): 293298 ms
Total Talk Time (CUSTOMER): 371399 ms
Interruptions: 7
Overall Sentiment: AGENT=0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/3c371181-fc95-43c9-9fca-7b8e27276a5e_20250103T14:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I am attempting to file a wellness claim on the portal.
[CUSTOMER][NEGATIVE] And I am it looks like I'm stuck at uh a page where I clicked file my claim and there's just a box that says submitting data please wait wellness claim.
[CUSTOMER][NEUTRAL] But it's been like thinking about it for like 5 minutes.
[AGENT][NEUTRAL] OK. What's your policy number?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEGATIVE] This page doesn't tell me that if I get out of it.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Let me, let me sign back in.
[AGENT][NEUTRAL] OK, before you do that, I wanna, um, let me search by your name because I wanna walk through that process with you when you log on, OK? spell your first name and last name for me.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Last name [PII] [PII]
[AGENT][NEUTRAL] How do you pronounce your first name?
[CUSTOMER][NEUTRAL] [PII], it looks like [PII], but the [PII], yeah.
[AGENT][NEUTRAL] [PII], OK, OK, [PII] OK and what's a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, what type of, what type of policy do you have?
[CUSTOMER][NEUTRAL] Um, I have the cancer, the accident, and the hospital indemnity.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I think the wellness might just be included on the cancer and accident.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And so you're trying to upload the claim under which policy?
[CUSTOMER][NEUTRAL] Um, I did not, I did not click on a policy. I just went to the um.
[AGENT][NEUTRAL] The cancer? Oh.
[CUSTOMER][NEUTRAL] Like my page shows my coverage and then my claims and there was a green button that says file a wellness claim.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So I just clicked the file of wellness claim.
[CUSTOMER][NEUTRAL] And so I've entered my date of my appointment, where it was at the phone number, what test it was. I checked the box to acknowledge that I've read the fraud information and then I used my mouse and signed my name in the box and I clicked file my claim.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And that's where I'm stuck.
[AGENT][NEUTRAL] OK, you may have to print that form.
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] There
[CUSTOMER][NEGATIVE] There's not an option to print it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Like you want me to try and like print my screen? Because now if I print, oh OK.
[AGENT][NEGATIVE] No, no, no.
[AGENT][NEUTRAL] Yeah, so.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Right and so you're not gonna be able to print the claim form there you'll have to print the claim form from the from the website and not the online service center.
[CUSTOMER][NEUTRAL] So I can't file it online?
[AGENT][NEUTRAL] Well, only you should be able to, but you said that it's not, it's is it's spinning?
[CUSTOMER][NEUTRAL] Yeah, it's got the three little bars kind of dancing underneath uh where it says please wait.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] It's kind of transmitting. OK, verify your date of birth and your mailing address for me.
[CUSTOMER][NEUTRAL] Um, [PII] mailing address [PII].
[AGENT][NEUTRAL] And your email address on file?
[CUSTOMER][NEUTRAL] Uh, I believe it's [PII].
[AGENT][POSITIVE] Yes, that's what we show and thank you for verifying that for me, [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Yeah you're welcome.
[AGENT][NEUTRAL] And what's the date of service?
[CUSTOMER][NEUTRAL] All right, so if I
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] I never filed my 23 wellness and I need to file my 24 so I was trying to file them both this morning.
[AGENT][NEUTRAL] And what policy number you're going under the what policy number are you using?
[CUSTOMER][NEUTRAL] I did not use a policy number. I just clicked on file wellness claim and it did not ask me for one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It should prompt you to select because you have two diff you have two cancer policies.
[AGENT][NEUTRAL] So it should have prompted you to select which policy you're trying to claim that benefit.
[CUSTOMER][NEGATIVE] It did not prompt me so do.
[CUSTOMER][NEUTRAL] It doesn't it did not, so do I need to close my, OK.
[AGENT][NEUTRAL] So back back all the way out.
[AGENT][NEUTRAL] Yeah, go ahead and back out and then log back into [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, let me log out let me close that.
[AGENT][NEUTRAL] And let me know when you get to the home page.
[CUSTOMER][NEUTRAL] OK, I am logging in.
[CUSTOMER][NEUTRAL] I am at the home page where my policy show up top.
[CUSTOMER][NEUTRAL] So I don't click the green file a wellness claim button?
[AGENT][NEUTRAL] Which
[AGENT][NEUTRAL] OK, which policy shows up?
[AGENT][NEUTRAL] Which is there
[CUSTOMER][NEUTRAL] At the top my
[CUSTOMER][NEUTRAL] At the top, my group accident policy 2290359 shows up, my cancer insurance 2292508, and cancer [PII] and my group hospital indemnity 2290655.
[AGENT][NEUTRAL] OK, does it give you an option to click on the policy that you're trying to submit the wellness claim under?
[CUSTOMER][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] I can click like the policy number is a blue link.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And when I click it it just downloads the policy.
[AGENT][NEUTRAL] Your policy, OK.
[CUSTOMER][NEUTRAL] Yes, so I can't, I can't click and go into one of those. I have an option to.
[AGENT][NEUTRAL] OK, so you're, you're.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] You're at the policy dashboard, so that's to to to print a copy of the policy. Uh, go to the claims dashboard to upload is that what is that the the button that you're pushing the wellness?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, my, what I see on my screen right now is not just policies it is my coverage, my ID cards, my claims underneath my claims I have upload documents or need to file a wellness claim and there's a green file a wellness claim button.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Would you there.
[AGENT][NEUTRAL] And so then
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So it OK so do me a favor click on the upload.
[AGENT][NEUTRAL] Um, I think it's upload a file or some or upload a document, click on that button.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And does it display your policies there?
[CUSTOMER][POSITIVE] And now I can choose, yeah, mhm.
[AGENT][NEUTRAL] I mean, giving you the option to select the policy that you wanna file under?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, that's what I was looking for on the other side.
[AGENT][NEUTRAL] So what I am going to do if you don't mind, I'm gonna email you a wellness claim form to the email address that you just gave me.
[AGENT][NEUTRAL] I'm not sure why it's spinning.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And then complete the form.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And then you'll have to save it to your your laptop or your desktop and then upload it that way.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Uh, but you will not click on the wellness file a wellness, you'll click on the other one, upload a document or claim.
[CUSTOMER][NEUTRAL] OK, do I?
[CUSTOMER][NEUTRAL] OK, do I upload the same claim form twice, one for the accident, one for the um cancer?
[AGENT][NEUTRAL] Yes, if you're trying to receive that benefit for under each policy you'll need an accident claim and then the wellness claim. So you do, do you need me to send you the accident claim as well?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, if there's a wellness benefit built into the accident, I need to file that one as well. Is there a wellness benefit built into the hospital indemnity?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And actually let me check that before I say that.
[AGENT][NEUTRAL] Let me download the two claim forms first and then I'll look at your HI policy to see if there is a wellness benefit under there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, let me go to your HI policy.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And did you say that the claim is for data service year 23 or 24? OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I'm gonna file one for each so I guess on the cancer I would uh I would choose.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know how to tell the difference when it comes up in that upload.
[CUSTOMER][NEUTRAL] Let me try this real quick. Oh, I can see that, yeah, the policy number is listed there, yeah.
[AGENT][NEUTRAL] Yeah, because um if you're.
[AGENT][NEUTRAL] Does it give you the effective date of each of those policies?
[CUSTOMER][NEUTRAL] It doesn't on the file a claim on the upload files, but I can see it in the background of because I'm on that dashboard page that shows my coverage as well.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, OK. So, give me one second, I think.
[CUSTOMER][NEUTRAL] So I'll choose the 508 when I file the 23 claim and then the 3349 when I file the 24 claim.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect. Exactly. OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Now let me go back to your HI.
[AGENT][NEUTRAL] Gonna pull up the policy real quick.
[AGENT][NEUTRAL] OK, there is not a wellness benefit under the HI policy.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] I didn't think so, but thank you for confirming.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, now I am going to email you those, the accident and the wellness claim form.
[AGENT][NEUTRAL] Alright, so I just emailed you over those two claim forms.
[CUSTOMER][NEUTRAL] OK, let me update my folder until they come in.
[CUSTOMER][NEGATIVE] It might have got caught in my spam because I'm not seeing them. Let me try another thing.
[CUSTOMER][NEUTRAL] And you did put the H after the C in my email CH Shaw.
[AGENT][NEUTRAL] Mhm. Let me go back and double check that.
[CUSTOMER][NEUTRAL] Oh there
[CUSTOMER][NEUTRAL] I can see it. I can see him. OK, yeah, yeah, they did get caught in my spam but luckily I can check my spam pretty quickly.
[AGENT][NEUTRAL] You see it? OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And are you on a desktop or laptop?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, desktop.
[AGENT][NEUTRAL] OK, and what um.
[AGENT][NEUTRAL] What um search engine are you using? Is it Google Chrome, Edge, Safari?
[CUSTOMER][NEUTRAL] It is um Island.
[CUSTOMER][NEUTRAL] It's Called Island
[CUSTOMER][NEUTRAL] Our whole company we can't they took away uh Google Chrome that was my one of choice and now we're just on the island.
[AGENT][NEUTRAL] Uh, that could be that, that one is not supported, that could be the issue.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So do you think it will upload these or do you think I need to go to Microsoft Edge?
[AGENT][NEUTRAL] I would go to Edge
[CUSTOMER][NEUTRAL] OK, OK
[CUSTOMER][NEUTRAL] When I'm looking at the accident claim form.
[CUSTOMER][NEUTRAL] It doesn't look like there's an option to check wellness it just looks like I'm filing for an accident.
[AGENT][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And so in section D.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's the benefits claimed to select the benefits for which this claim is being filed, so is it an accidental injury?
[AGENT][NEUTRAL] Or do you, are you claiming the
[CUSTOMER][NEUTRAL] No, it's a wellness claim.
[AGENT][POSITIVE] Oh, I'm sorry. You're right. You're right. You're right, you're right.
[CUSTOMER][NEUTRAL] I'm just trying to file uh yeah I'm just trying to file the.
[AGENT][NEUTRAL] You're right. And some of our accident policies is a wellness benefit. Give me a second. Let me pull up the accident. It may not be under this policy.
[CUSTOMER][NEUTRAL] Wellness under.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Bear with me a second.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And you can also look at your policies there online to see what is covered under each one.
[AGENT][NEUTRAL] I'm still looking.
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] And I'm gonna go ahead and try under the edge.
[CUSTOMER][NEUTRAL] To file it online as well and see if it doesn't go through this time.
[CUSTOMER][NEUTRAL] Yeah, it's doing the same thing so I don't think I'll be able to file it online.
[AGENT][NEGATIVE] Yeah, I do not see a wellness benefit under your accident policy.
[CUSTOMER][NEUTRAL] OK, so it's just under the cancer, OK.
[CUSTOMER][NEUTRAL] Then I'll go ahead and just fill out that form and then upload it on the edge.
[AGENT][NEUTRAL] OK. That's fine.
[CUSTOMER][NEUTRAL] And see if that will.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] I think that's it thank you for your help.
[AGENT][NEUTRAL] Any other questions I could help with today?
[CUSTOMER][NEUTRAL] Nope.
[AGENT][POSITIVE] All righty. Well, thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Uh bye-bye.