AccountId: 011433970860
ContactId: 43e6cd1b-1cfb-44d2-9baf-c69bdeaad741
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 997169 ms
Total Talk Time (AGENT): 535602 ms
Total Talk Time (CUSTOMER): 383206 ms
Interruptions: 5
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/43e6cd1b-1cfb-44d2-9baf-c69bdeaad741_20250501T19:54_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], I, I was trying to file a claim and I tried to do it on my phone and it then it told me that you don't have a mobile.
[CUSTOMER][NEGATIVE] Deal where I can't do it on my phone or something.
[CUSTOMER][NEUTRAL] And I'm wondering if I can do it on my iPad because my computer's not up right now.
[AGENT][NEUTRAL] OK, so you're trying to file a claim online and you're wanting to find out if you can do it from your iPad, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes, sir. I can try and help you with this. Um, who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you, Mr. [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is your policy number, please?
[CUSTOMER][NEUTRAL] Uh, I got 4 of them.
[AGENT][NEUTRAL] Which one are you filing your claim on?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I've got 2 of them that I'll file a claim on.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, you can just give me one of those then.
[CUSTOMER][NEUTRAL] I don't know how to
[CUSTOMER][NEUTRAL] I'm gonna have to go to the website and get the numbers on them.
[AGENT][NEUTRAL] You can give me your full social, yes sir, if that's easier.
[CUSTOMER][NEUTRAL] Hold on a second
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you one moment please while I locate your information.
[CUSTOMER][NEUTRAL] Excuse me, I'm sorry.
[AGENT][NEUTRAL] OK, and which, what is one of the policies, Mr. [PII], that you're gonna be filing a claim on?
[CUSTOMER][NEUTRAL] Uh, the last one, there's 4 of them there. What's the last one,
[CUSTOMER][NEGATIVE] She had a heart attack. My wife had a heart attack.
[AGENT][NEUTRAL] OK, so you have a group accident, a critical illness, a hospital indemnity, and then a cancer policy. So you're gonna be filing under your
[CUSTOMER][NEUTRAL] I'm doing the hos
[AGENT][NEUTRAL] Uh-huh. Your hospital?
[CUSTOMER][NEUTRAL] Hospital indemnity and the and uh acute not acute and critical illness.
[AGENT][NEUTRAL] The critical illness?
[AGENT][NEUTRAL] OK. All right. So I just need to pull one of them up. OK. So any information, Mr. [PII], that I provide for you would be a verification of benefits and not a guarantee of payment. Uh.
[CUSTOMER][NEUTRAL] I've already, I've already, I've already, I've already printed all that and looked at it, so.
[AGENT][NEUTRAL] OK. All right. So again, for your security purposes, I have to verify certain things with you. So if you could please first verify your date of birth and then your wife's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] is mine.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] [PII], hers is [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. The phone number that we have on file for you is the same as the one that you provided for me, so that is your best contact number that we should have, is that correct?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] Alright thank you and lastly your email address please, and this does appear to be your work email.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you so much for verifying all of your information. So you have set up your profile in the APL online service center, is that correct?
[CUSTOMER][NEUTRAL] I did, yes.
[AGENT][NEUTRAL] OK, alright, so now, yes, currently Mr. [PII], the portal does not support mobile functionality. Now I have had people tell me that they have been able to upload documents from their phones and their iPads, but I don't know uh.
[CUSTOMER][POSITIVE] I, I was able to, I was, I was able to upload the documents.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] By taking a picture of them.
[CUSTOMER][NEGATIVE] And upload the documents, but it wouldn't let it then it told me that I couldn't send it because that wasn't it wasn't supported. I haven't tried to do it with my iPad, my iPad yet.
[AGENT][POSITIVE] Correct. Correct.
[AGENT][NEUTRAL] Right. So I don't know for certain if you will be able to do it from the iPad either. Again, at this point, some people tell me that they have been able to do it, but we have told, been told that you should not really be able to do that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So what I would recommend is just trying it.
[CUSTOMER][NEUTRAL] Well, I use my
[CUSTOMER][NEUTRAL] I use my iPad as my computer most of the time, so.
[AGENT][NEUTRAL] Yeah, if for any reason you.
[CUSTOMER][NEUTRAL] And it does everything happen.
[AGENT][NEUTRAL] Yeah, OK, so if it does give you that error message you said your computer was your laptop wasn't currently working, is that was that what I understood you to say?
[CUSTOMER][NEUTRAL] Well, my laptop, my laptop was, uh, confiscated by my autistic grandson. I don't know what.
[AGENT][NEUTRAL] Oh, well then, OK, so in other words, you no longer have a computer.
[AGENT][NEUTRAL] It's what I hear.
[CUSTOMER][NEUTRAL] Pretty much.
[AGENT][POSITIVE] Well, that's all right. OK.
[CUSTOMER][NEUTRAL] Pretty, pretty much.
[AGENT][NEUTRAL] So if you don't have access to a computer, Mr. [PII], that you can upload it from, if it won't let you submit it from your iPad, on the bottom of the claim forms on each of these types of policies, on page one at the bottom, it gives our mailing address, our phone number, and there's also a fax number on there. That fax number that's listed is our, yes sir, that's our secured fax line.
[CUSTOMER][NEUTRAL] Oh, I can check.
[AGENT][NEUTRAL] So you could send, you could just fax it to that number and put attention claims department.
[CUSTOMER][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that would be the 2nd quickest way to get it to us. Obviously, uploading it is the fastest, then fax, and then obviously mailing it.
[CUSTOMER][NEUTRAL] Well, I'm gonna try to, I'm gonna try to borrow my, I'll try to borrow my computer for a little while and see if I can do that.
[AGENT][NEUTRAL] See if you can borrow it borrow it back. Well, now let me ask you, Mr. [PII], has, has anyone ever emailed you the user guide for the portal?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I downloaded it.
[AGENT][NEUTRAL] Well, the user guide though.
[CUSTOMER][NEUTRAL] And I, I've looked around the portal. I went ahead and put my, uh, I signed into it and got a passwords and I've, uh, I've gone to each one of them and looked at the, you know, what's available.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Right, well, the user guide, yeah.
[CUSTOMER][NEUTRAL] Uh, and went through them, um.
[CUSTOMER][NEUTRAL] You know, I even thought about the accidental on the, on the, on the, uh, accidental policy because she had, she was cooking spaghetti and had a heart attack and they had to revive her and had to shock her, and then we took her in and had a stent put in.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh my goodness.
[CUSTOMER][NEUTRAL] So, but I, but looking at it, I didn't figure that really was an accident.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So to speak, you know.
[AGENT][NEUTRAL] Right, correct, so you are filing a.
[CUSTOMER][NEUTRAL] So I just forget the hospitalization, and
[AGENT][NEUTRAL] Yes sir, so the two policies you're filing on would be the, the policies to submit claims for her on at this time.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] But they, if you would like.
[CUSTOMER][NEUTRAL] Now I'll need now I've got I've got an itemized.
[CUSTOMER][NEUTRAL] Uh, list from the hospital.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Bill
[CUSTOMER][NEUTRAL] That I went that I went and got and I got an itemized.
[CUSTOMER][NEUTRAL] Bills from the Cardiovascular Institute of the South for their, for the doctor.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Now the other thing that I was told that I might need is a uh
[CUSTOMER][NEUTRAL] Statement from the attending physician, so I don't see them until the [PII], but I guess I can go over there and see if he'll send me a statement.
[CUSTOMER][NEUTRAL] And I don't know if I need that if I have to itemize.
[CUSTOMER][NEUTRAL] Bills, so
[AGENT][NEUTRAL] OK, so the, the easiest way.
[AGENT][NEUTRAL] I need to know exactly what you need, Mr. [PII]. OK, so there's 2 different claim forms.
[AGENT][NEUTRAL] One claim form is specifically.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] For critical illness, and then there is a separate claim form for hospital indemnity.
[AGENT][NEUTRAL] Um, but on the first page of each of those claim forms, it has instructions for the insured or patient and there's bullet points.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] Use that as your checklist for completing your claim and then the additional documents that are needed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because it didn't ask, because it, it didn't ask for.
[CUSTOMER][NEUTRAL] It just told me to download my, because I've got one of them here that I printed. This is an online service center overview of individual assured and the steps goes through step one.
[CUSTOMER][NEUTRAL] Step 2, provide required identifying information.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Enter your desired username and password. Enter the individual account.
[CUSTOMER][NEUTRAL] Uh, go down and, uh, pick whether it's you or your wife, who you're applying for, and I did, and then it goes down and it says pot.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] At the top of your dashboard you will find my coverage. Here is your policy documents and all that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then ID cards.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then when I went to the and then it goes further and it uh upload claim documents is where I got to.
[CUSTOMER][NEUTRAL] Where, um,
[CUSTOMER][NEUTRAL] Where I stopped because I it tells me that I can take a photo of it and upload it and then send it.
[CUSTOMER][NEUTRAL] Which I did and I uploaded it into my phone.
[CUSTOMER][NEUTRAL] But I presume that that'll also go to my iCloud, so I can upload it from there.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then, uh, and then, and then from there it just goes to.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It, it just goes to track your claim status. Uh, it didn't give me, you know, it didn't say anything about uh.
[AGENT][NEUTRAL] Right, because you actually have to get your claim forms from outside of the portal.
[AGENT][NEUTRAL] Um, now our main web page, and I am, what I'm gonna do is I am gonna go ahead and still email you the user guide for the online service center because in addition to giving you instructions for setting it up, it gives you more information on uploading files and like the size and type and and that kind of thing OK? or adding in direct deposit information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK, because it gave me that, it's great, it gave me it asked me all that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] As I went.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I can see you did not add in direct deposit information so you can go back and add that in because if claims are payable to you, Mr. [PII], if there's direct deposit information on file, you would receive your benefits a lot quicker than if we have to mail you a paper check, OK? Um, also you can opt.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That I can do that. I guess.
[AGENT][POSITIVE] Yeah and you can opt in for text notification alerts so that when a claim is processed you would know that again that's not required but that's just yeah now to get the claim forms that you would need, which I'll be happy to attach each of those claim forms to the email I'll send you.
[CUSTOMER][NEUTRAL] I saw that.
[CUSTOMER][NEUTRAL] I saw that.
[AGENT][NEUTRAL] But you can also get them from our from our main website if you go to [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. Yes ma'am.
[AGENT][NEUTRAL] Yes, sir. Uh-huh. When that pulls up.
[AGENT][NEUTRAL] Um, at the top you're gonna see where it says claims and forms.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And you would click on that link.
[AGENT][NEUTRAL] And then you will scroll down the page about middle ways.
[AGENT][NEUTRAL] And you're gonna see where it says claim forms and policy change documents in bold black letters right up under that mhm OK so right up under that it says filter by product.
[CUSTOMER][NEUTRAL] Right, I saw that, yeah.
[AGENT][NEUTRAL] And if you click on that green drop down arrow, it's gonna give you a list.
[AGENT][NEUTRAL] So for your critical illness policy, you would click on critical illness and you'll feel look on down, it says hospital indemnity.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But for example purposes you would just click on the word critical illness.
[AGENT][NEUTRAL] And then on your screen you should see a blue button out to the right that says download form.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And if you click on that, the critical illness claim form will open up and that's gonna be, again, it'll have all the instructions on page one.
[AGENT][NEUTRAL] And then you would do that same step to get your hospital indemnity claim form.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] But I'll be happy to include them if you would like in your in the email I'm gonna send you.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Yeah, that's not, that would be nice, um, alright, so once I get the claim forms then I can, uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So if I fax it, is that quicker is that it's still going to be quicker by email, correct?
[AGENT][NEUTRAL] Well, we can't, now we can't accept claims via email. I'm gonna email you the instructions and the claim forms, but we cannot receive claims information via email due to security.
[AGENT][NEUTRAL] So the ways you can submit claims where you will either.
[CUSTOMER][NEUTRAL] OK, so I, I'd have to fax it again.
[AGENT][NEUTRAL] Uploaded in the portal, which is a secured portal.
[AGENT][NEUTRAL] Or fax it to the secured fax line.
[AGENT][NEUTRAL] Or the third option would be to mail it in the, through the, you know, postal service.
[CUSTOMER][NEUTRAL] What's the is it is the portal the quickest?
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] All right, well that's all right, well, I'll probably do that. Uh, I might have to wait until he goes to bed or something, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, the next thing is uh.
[CUSTOMER][NEUTRAL] Alright, do I file each claim separately?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, that's all I need to know.
[AGENT][NEUTRAL] All right, so what, the email that
[CUSTOMER][NEUTRAL] So I follow.
[AGENT][NEUTRAL] Yes, sir, so the um.
[AGENT][NEUTRAL] The email that I'm gonna resend to you in just a couple of minutes you should have it, but it's going to come from [PII] [PII].
[CUSTOMER][POSITIVE] Yes right.
[AGENT][NEUTRAL] I will put APL in the subject line so that you can recognize that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then I will attach those forms to the to the email.
[CUSTOMER][NEUTRAL] And uh let's see.
[CUSTOMER][NEUTRAL] OK, uh, let me see if there's any other question.
[CUSTOMER][NEUTRAL] I noticed there was $7000 and I know it was $7500 on the hospital.
[CUSTOMER][NEUTRAL] Indemy I believe.
[CUSTOMER][NEUTRAL] 250
[CUSTOMER][NEUTRAL] And then I noticed there was some ambulance care and, and stuff, um.
[CUSTOMER][NEUTRAL] That needed to be added
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I'll figure it out.
[CUSTOMER][NEUTRAL] If I have a problem, I'll call back.
[AGENT][POSITIVE] Well, absolutely, I was just fixing to say if you have any other questions or if there's anything else that we can assist you with, then yes, sir, please give us a call.
[CUSTOMER][POSITIVE] Alrighty thank you ma'am.
[AGENT][NEUTRAL] All right, well, you're welcome, Mr. [PII]. So just be looking for that email in a in a just a few minutes and if you don't see it within just a few minutes in your inbox, you might wanna check your junk or spam folder if we've not emailed you before, um.
[CUSTOMER][NEUTRAL] You know, the other question, the other question with that is I can use my daughter's computer in the back, so.
[AGENT][POSITIVE] Yes sir you can for sure uh.
[CUSTOMER][POSITIVE] I don't have to use my computer. I've been using them.
[AGENT][NEUTRAL] Yeah, as long as you can save your information on it and be able to upload yeah and log in to your account.
[CUSTOMER][NEUTRAL] Yeah, alright.
[CUSTOMER][POSITIVE] Yeah, that ought to do it.
[CUSTOMER][POSITIVE] All [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I appreciate it. Thank you, man.
[AGENT][POSITIVE] Well you are certainly very welcome and again it was a pleasure in speaking to you today and thank you for calling APL.
[AGENT][POSITIVE] I hope you have a very nice rest of your day.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You too, bye.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.