AccountId: 011433970860
ContactId: 410058d6-3367-4f83-9cb4-44c5f508dd13
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 300140 ms
Total Talk Time (AGENT): 83485 ms
Total Talk Time (CUSTOMER): 174693 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/410058d6-3367-4f83-9cb4-44c5f508dd13_20250430T19:53_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Oh yes, um, I, I got, I went on the website. I got the claim form, um, I wanna file the claim and I got a copy of my hospital bill and all that, um, what's the next step? Do I email it somewhere or?
[CUSTOMER][NEUTRAL] Um, who do I send it to?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I'd be happy to assist with filing a claim. May I have your policy number, please?
[CUSTOMER][NEUTRAL] I knew you were gonna ask me that um.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hold on for a second, let me, let me get my card.
[AGENT][NEUTRAL] Um, we can use your social if you'd like.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, I'm well, I, I have my AP&L card. um, what do you need the, uh, group number?
[AGENT][NEUTRAL] Um, it would say hospital or inpatient or outpatient hospital cert number.
[CUSTOMER][NEUTRAL] Sure, oh, that's a long number 02201436 ML 7.
[AGENT][NEUTRAL] And your name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] And I have the outpatient.
[CUSTOMER][NEUTRAL] Number 2 if you need it.
[AGENT][NEUTRAL] Um, that's fine if you can verify your email address for me.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, I don't know because I'm the administrator so I don't know what email you have there but um.
[CUSTOMER][NEUTRAL] My do you need individual or business email?
[AGENT][NEUTRAL] This looks like a business email.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][POSITIVE] Thank you for that information.
[AGENT][NEUTRAL] OK, so, um, have you um registered with the online service center because you can upload your documents there, other than that you would have to fax it in or mail it in.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] No, no, I can, I can, where would I, um, register to do that to file to do it online?
[AGENT][NEUTRAL] You said you're already on the website?
[CUSTOMER][NEUTRAL] Well, that's um yeah I'm on the website I also can access it.
[CUSTOMER][NEUTRAL] Uh, through the portal where I make the monthly payment for, but is it different?
[CUSTOMER][NEUTRAL] Uh, it's a different, uh, portal, is it the, the one where I make the payment, or?
[CUSTOMER][NEUTRAL] Um, this is an individual claim type portal, the APL.
[AGENT][NEUTRAL] Right, this would be your personal.
[CUSTOMER][NEUTRAL] Where do I go?
[AGENT][NEUTRAL] So you would go to [PII]?
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] OK, I think I'm there, yeah.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Do a sign in.
[AGENT][NEUTRAL] And you want to.
[AGENT][NEUTRAL] Yeah, um, if you, if have you registered yet or?
[AGENT][NEUTRAL] And you know, set up a user user name and all that.
[CUSTOMER][NEUTRAL] Well,
[AGENT][NEGATIVE] If not, just scroll down um when you click on claim claims and form where you want to get the claim forms, it should have been.
[CUSTOMER][NEUTRAL] Well.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It says file claims online 24/7 and you're gonna click sign in or register so if you haven't registered you'll need to register.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, um, hold on one second, um.
[CUSTOMER][NEUTRAL] I don't, I don't, I see where.
[CUSTOMER][NEUTRAL] Oh file and make a claim.
[CUSTOMER][NEUTRAL] OK, claims and forms.
[CUSTOMER][NEUTRAL] File a claims on I'll sign in register OK.
[CUSTOMER][NEUTRAL] Yeah, it brings me back to my corporate.
[CUSTOMER][NEGATIVE] Sign in, but I shouldn't use that I should use uh this is personal, right?
[AGENT][NEUTRAL] You wanna go to.
[AGENT][NEUTRAL] Um, there's
[CUSTOMER][NEUTRAL] New user
[AGENT][NEUTRAL] New user and then click on an individual with an APL insurance policy and then register under that.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] And then you'll be able to upload your forms.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][POSITIVE] OK. OK. All right, very good, thank you.
[AGENT][NEUTRAL] Alright, was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] No, uh, I'll call if I get stuck. I should do it. All right, thank you. Have a good day.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Right