AccountId: 011433970860
ContactId: 412937ef-7bc7-436f-9ca6-df1e86edb58e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1025739 ms
Total Talk Time (AGENT): 532254 ms
Total Talk Time (CUSTOMER): 218414 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/412937ef-7bc7-436f-9ca6-df1e86edb58e_20250508T22:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] How you doing?
[AGENT][POSITIVE] I'm doing well how are you?
[CUSTOMER][NEUTRAL] Alright, I was calling in reference for my account, uh.
[CUSTOMER][NEUTRAL] And I had called a while back and um
[CUSTOMER][NEUTRAL] They sent me some supposed to sent me something in my email.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So, uh, in the email, what name are you supposed to say?
[AGENT][NEUTRAL] Uh, what do you mean? I'm sorry.
[CUSTOMER][NEUTRAL] When you sending me something, when you sending a person, you know.
[CUSTOMER][NEUTRAL] A customer something in email. What, what your name is in the email?
[AGENT][NEUTRAL] We don't know who it's from. I see, yes, so it's American Public Life or APPL. Um, the email address that we would send from would be [PII].
[CUSTOMER][NEUTRAL] What's your name company name.
[CUSTOMER][NEUTRAL] You say kerosene?
[AGENT][NEGATIVE] [PII], so yeah, CARE.
[AGENT][NEUTRAL] E
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you have any other questions for me?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] That's it's, it's really.
[CUSTOMER][NEUTRAL] I have some claims that I um that I need to claim.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And uh I, I really don't know.
[CUSTOMER][NEUTRAL] Just to go back doing it or getting it.
[AGENT][POSITIVE] Sure, I can help you out with that.
[AGENT][NEUTRAL] Um, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. um, do you have your policy number?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] I can also start using your social if that's easier.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] All right. And then, uh, [PII], just gonna verify some information really quick. Uh, can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address we've got on file for you. Looks like it is a Yahoo account.
[CUSTOMER][NEUTRAL] Do you have a [PII]?
[AGENT][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] OK, yes ma'am.
[AGENT][POSITIVE] OK awesome alright well I appreciate you verifying all of that so I will say uh the quickest and easiest way to get claim information to us is going to be through our online portal. Do you have access to a desktop or a laptop computer?
[CUSTOMER][NEUTRAL] Well.
[CUSTOMER][NEUTRAL] I have a uh
[CUSTOMER][NEUTRAL] Well, I guess a Chromebook.
[CUSTOMER][NEUTRAL] It's, I guess, like a laptop.
[AGENT][NEUTRAL] Yeah, Chromebook.
[AGENT][POSITIVE] Yeah definitely Chromebook, uh, for sure, so that would work.
[AGENT][NEUTRAL] I ask if currently our website doesn't really have much support for mobile devices like phones or tablets um but a Chromebook um runs Google Chrome so yes that would work perfectly. So um if you would like I can send you um an email that has our web address or I can go ahead and give that web address to you so you can set up an out there.
[CUSTOMER][NEUTRAL] You say, you can give it to me?
[AGENT][POSITIVE] Yeah, I can give that to you.
[CUSTOMER][POSITIVE] Yes, ma'am I'm ready.
[AGENT][NEUTRAL] OK, so it's the word secured with an ED.
[CUSTOMER][NEUTRAL] Can you, can you repeat that cause it's like you're breaking up.
[AGENT][POSITIVE] Oh, I'm sorry uh so it's secured.
[AGENT][NEUTRAL] With an EV
[AGENT][NEUTRAL] So S E C U secured with an E at the end, S E C U R E D.
[CUSTOMER][NEUTRAL] You say secure?
[CUSTOMER][NEGATIVE] Can you hear me now? I see you're breaking up real bad.
[AGENT][NEUTRAL] I'm sorry, are you hearing me any better?
[CUSTOMER][POSITIVE] Yes, ma'am, thank you. I can hear you now better.
[AGENT][POSITIVE] Perfect. OK, I'm sorry about that. Um, so secured, it's S E [PII] U R E D.
[CUSTOMER][NEUTRAL] OK, I got that.
[AGENT][NEUTRAL] Right, so secured. [PII].
[AGENT][NEUTRAL] And then the word public, so [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, so secured. [PII] so you would go to that website, um, of course register as a new user you would select the top option that shows you know you're an individual, and you would enter in all of the information that we just verified. Uh, it does have to match what we have in our system, so the email address it would be the same [PII] account.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, there will also be a spot that asks for a member ID or a social security number. Member ID is different than a policy number, and this policy does not have a member ID, so you would put in your social there. And so once you've created your account, there's going to be a spot on the main page where you can upload claim information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you all the forms are there and everything as well?
[CUSTOMER][NEUTRAL] OK, so you said to go to [PII].
[CUSTOMER][NEGATIVE] When I get to there, I have to create an account.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and then you said.
[CUSTOMER][NEUTRAL] Where, what's next?
[AGENT][NEUTRAL] Sure, so all of the just all of the information we just verified that's in our system, uh, that's the information you would put in the system, uh, to create the account because it does have to match what we have.
[AGENT][NEUTRAL] And then from there you'll see a spot on the main page uh that where you can upload uh claim information.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] When you say creating a camp.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] What, what do I, do I need to put in my um
[CUSTOMER][NEUTRAL] You say that my social security number?
[AGENT][NEUTRAL] Yes, so it'll ask for um your last name, your zip code, your email, and your social, um, and so the biggest thing a lot of people get confused on is putting a different email than the one that we have on file and then of course the it'll say member ID or social so that's a lot of people believe that the member ID is your policy number and that is different so you would put in your social in that spot.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So what, so when, when I see it.
[AGENT][NEUTRAL] Just trying to clear up any confusion before it's there, you know.
[CUSTOMER][NEUTRAL] So when I create the account, you said I put in a different email or the same email?
[AGENT][NEUTRAL] It would have to be the same email that we have on file for you, yes ma'am.
[CUSTOMER][NEUTRAL] That's on.
[CUSTOMER][NEUTRAL] OK, yes ma'am.
[CUSTOMER][NEUTRAL] So that will be my user ID.
[AGENT][NEUTRAL] No, so you can create anything you want as your user ID. You just have to simply verify that information whenever you create the account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So that's then that's all I have to do?
[AGENT][NEUTRAL] Yes, uh, to create the account and then, um, whenever you're ready I can go ahead and tell you the necessary information we need for claims.
[CUSTOMER][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] Necessary, OK.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] OK, so you do have two policies with us. You have a cancer policy and a hospital indemnity policy baseline for both for any claims that you go to file, we're going to need the itemized statement from wherever it was that you received treatment.
[CUSTOMER][NEUTRAL] Do you need all the information or just like the first page of the uh.
[CUSTOMER][NEUTRAL] The hospital, uh, like the hospital visit?
[AGENT][NEUTRAL] Sure, OK, so.
[CUSTOMER][POSITIVE] They give you like several pages.
[AGENT][NEUTRAL] Right and that's why I tried telling people this because all providers are different um this kind of information isn't generally something they would just give you you might have to ask for it because the itemized statement that we need has to also show diagnosis and procedure codes.
[CUSTOMER][NEUTRAL] So it's best to get the the the itemized statement. That what you're saying?
[AGENT][NEUTRAL] Yes, the itemized statement that shows diagnosis and procedure codes and all you would have to do of course is call wherever it was that you went for treatment and ask them for that information. If you tell them that you're, you know, filing a claim they'll understand what you need and they'll be able to give you that.
[CUSTOMER][NEUTRAL] So you're saying I can call and then give me it over the phone?
[AGENT][NEUTRAL] Um, so they might again depends on the provider they're all different, um, best case scenario, you know, they're able to send it to you electronically so as a PDF or something like that, so you can simply just upload it that way, um, if not, if they have to send you physical copies, that's OK um you know if you have access to a scanner you can do it that way or you can simply just take a picture of the forms as long as it's clear and legible you can upload them that way as well.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] But you saying they need to the the diagnosis codes.
[AGENT][NEUTRAL] Yes ma'am, so itemized statement that shows diagnosis and procedure codes.
[CUSTOMER][NEUTRAL] OK, let me see. And
[CUSTOMER][NEUTRAL] Procedures.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So the only exception where we would need additional information for these kinds of policies is for the cancer policy. If it were regarding treatment um for like chemotherapy or radiation therapy, um we would also need the explanation of benefits from your primary insurance, but it's only if it's for chemo or radiation.
[AGENT][NEUTRAL] Or immunotherapy. Everything else we would just need that itemized statement that shows those codes.
[CUSTOMER][NEUTRAL] OK, well,
[CUSTOMER][NEUTRAL] OK, so when I went to question.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So when I went to, to, to like the doctor where I had gone visiting.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I asked for my records, my uh my records. So they gave me my records.
[CUSTOMER][NEUTRAL] Will they have the diagnosis of the procedure codes on there?
[AGENT][NEUTRAL] It is possible and that's it's hard to answer that over the phone [PII] just simply because I can't see it myself um I would, you know, you can absolutely upload what you have if you would like to um I would err on the safe side though and just simply call them and ask them for that specific information because while uploading it, it does get to us very quickly but it can take about 7 to 10 business days for claim information to complete processing.
[AGENT][NEUTRAL] So you know if if you upload something and it turns out it's not what we need you wouldn't know until it's completed processing does that make sense?
[CUSTOMER][NEUTRAL] Yes, ma'am. So how would I know? Would you call me or?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so a couple of different ways, um, so once you of course upload the information you'll be able to view the status on the website and you know while it's processing I believe it says something along the lines of in progress or something like that it may not take quite the 7 to 10 business days that's just kind of a safe just in case kind of number um so I would keep it on the website and then once it's completed processing you'll see it there, um, and if you're, you know.
[AGENT][NEUTRAL] Confused if there's anything that you're not sure about you can absolutely give us a call um or of course you can just call us anyway uh to check on it as well.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I know that was information overload. Did you have any questions at all for me?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I think about
[CUSTOMER][NEUTRAL] Got it now.
[AGENT][POSITIVE] OK, I know that was quite a bit um if you, you know, have any other questions later, feel free to give us a call and we'll help you out. It, it can definitely be very confusing.
[CUSTOMER][NEUTRAL] OK, um, while you, while I still got you on the phone, I'm looking at one of my um.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] My uh
[CUSTOMER][NEUTRAL] Thing now.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So it's, so what, so when I, the paper that I received from there, it have anized on the, on the um paperwork?
[AGENT][NEUTRAL] You do see that?
[CUSTOMER][NEUTRAL] Man.
[AGENT][NEUTRAL] I'm sorry, you said that you do see the itemized statement?
[CUSTOMER][NEUTRAL] I'm saying, you, you saying I had like to get the copies, but I had got copies of my record.
[CUSTOMER][NEUTRAL] But if I was to ask for anized statement, would that be where?
[CUSTOMER][NEUTRAL] They have the name andized statement on it. Aimized on it.
[AGENT][NEUTRAL] It, it really depends on the provider um they are all very different with how that information looks.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The biggest thing to look for if you wanted to sift through uh the records that you already have of course the itemized statement would be you know showing what happened and how much it cost um but it would also be those codes so if you see anything that you know obviously looks like a code or something like that you know you're more than welcome to go ahead and upload that, you know, worst case scenario we just tell you there's not enough information so there's no harm in going ahead and uploading what you've got if you wanted to give that a try.
[CUSTOMER][POSITIVE] Oh, OK. Thank you.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You are very welcome. Again, I know it's very confusing. If you need anything else, please feel free to give us a call. Is there anything else I can help you with at the moment?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No man, thank you so much. You have a blessed day.
[AGENT][POSITIVE] Oh, you're welcome. You too, [PII]. Thank you. Bye bye.
[CUSTOMER][POSITIVE] Thanks bye bye. Thank you, bye bye.