AccountId: 011433970860
ContactId: 4f3f16c0-dff1-44e6-885b-388d7065b55c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 667190 ms
Total Talk Time (AGENT): 177581 ms
Total Talk Time (CUSTOMER): 201836 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/4f3f16c0-dff1-44e6-885b-388d7065b55c_20250407T12:24_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[AGENT][NEUTRAL] OK, [PII] and how may I assist you?
[CUSTOMER][NEUTRAL] Um, I'm on the website and I'm trying to file a claim and I just wanna make sure that I'm doing it appropriately. When I, when I log in it says um it's 2405739.
[AGENT][NEUTRAL] What's your policy number?
[AGENT][NEUTRAL] And [PII], could you verify your mailing address and your date of birth?
[CUSTOMER][NEUTRAL] Sure. Date of birth is [PII]. Mailing is [PII].
[AGENT][NEUTRAL] Thank you and what is the email address that we have on file for you?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I don't know if you have my personal or or work, so we'll start with personal which is [PII].
[AGENT][POSITIVE] That's correct and a good call back number just in case the call is disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. So you say that you're trying to upload a claim and what were you doing what are you doing at the very at this very moment?
[CUSTOMER][NEUTRAL] So when I lo I'm logged in and it says that you know the best way to file a claim is to do it online but then when I go online it's you know and click file a claim, it just takes me back to the login screen but I'm already logged in.
[CUSTOMER][NEGATIVE] So then I went to the dashboard where it says my claims and upload documents so my question is, am I supposed to like manually fill out a claim form and then upload it? There's no actual way to fill it out online?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm not familiar with online. This is the claims department.
[AGENT][NEUTRAL] So do we not allow you to edit the claim form online?
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Like it says if you download the claim form to your computer.
[CUSTOMER][NEUTRAL] Not like
[CUSTOMER][NEUTRAL] Correct, like it's, it's telling me to download it, so I'm guessing I can't fill it out online. Like there's no like link to click to file a claim online.
[AGENT][NEUTRAL] Yeah, there's a link for you to file a claim online. There's an option to file a claim.
[CUSTOMER][NEUTRAL] Yeah, so that is what I'm not finding is the file a claim.
[CUSTOMER][NEUTRAL] Like when I go to like my account there's no like file a claim option.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] There's claim forms.
[CUSTOMER][NEUTRAL] And then it says, you know, file claims online 24/7, and it says the fastest way is through our online service, but then when I do that it just takes me right back to the page that I'm already at.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So you're on the online service?
[CUSTOMER][NEUTRAL] And filing a claim is like not an option.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So let me transfer you to customer service because I'm not really familiar with the online account due to me not having a a online account with American Public Life, and I'm not being sarcastic when I say that because I'm not sure.
[AGENT][NEUTRAL] There is no option for you to file a claim. It do say submit a claim.
[CUSTOMER][NEUTRAL] Yeah, there, there's no option to file a claim. There's nothing to submit a claim. My only option is to upload documents.
[AGENT][NEUTRAL] OK, upload the documents and then see if they give you the option to file the claim.
[CUSTOMER][NEUTRAL] Um, when I hit
[AGENT][NEUTRAL] Without the claim form.
[CUSTOMER][NEUTRAL] Uh, when I hit it, um.
[CUSTOMER][NEUTRAL] It's just asking me to select files on my computer like there's, it says you know you need to produce a claim form, but then when I click on that it's just like a PDF and it takes me right back to the easiest way to file claims is online but I'm already online so.
[CUSTOMER][NEGATIVE] I don't understand why I can't file it online.
[AGENT][NEUTRAL] Let me transfer you to customer service because this is the claims department so let me transfer you to customer service so they can better assist you. Give me one moment if you don't mind.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hello, [PII]. How are you doing?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEGATIVE] Um, this is [PII]. I have an insured on the phone. She says she's trying to submit a claim online, however, she's having issues.
[AGENT][NEUTRAL] Um, with submitting the claim, so I'm not familiar with the online account other than the the very first page, but I don't know what what steps you have to go through after you log in to upload the claim. So she said that she's going to it and she's trying to upload the claim, but when she when she selects upload documents they send her back to the service center page.
[CUSTOMER][NEUTRAL] Um, that might be.
[CUSTOMER][NEUTRAL] Issue with the system um I'm not quite familiar with the claims processing either that will be something with the care team that is more familiar with um or probably the document.
[AGENT][NEUTRAL] So it'll be the care team for online.
[CUSTOMER][NEUTRAL] Yes, the care team usually assist um
[CUSTOMER][NEUTRAL] The insured with filing the claims but you can go ahead and.
[AGENT][NEUTRAL] OK, so let me see if someone's available. I could see if someone's available in the care team. Thank you.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, [PII]. How are you doing?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm great thanks for asking, [PII]. I have an insured on the phone. She says she's having, she's trying to upload a claim her documents on her website, on the website.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEGATIVE] And I'm not sure what is that she's supposed to do while I did try to help her, but she said that it keeps sending her back to the service center.
[AGENT][NEUTRAL] Each time she try to upload a document.
[CUSTOMER][NEUTRAL] Um, OK, OK. Um, what is that policy number?
[AGENT][NEUTRAL] It is 2405739. It's 2405739.
[CUSTOMER][NEUTRAL] OK. Uh, [PII]?
[AGENT][NEUTRAL] Yes, I verified all of her information. Her callback number is [PII]. I tried to transfer to the care team.
[AGENT][NEGATIVE] But no one is answering. I've been waiting for a very long time.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Oh, OK, OK, yes, got you.
[AGENT][NEUTRAL] Alright, so let me transfer.
[CUSTOMER][NEUTRAL] No, I can help her.
[AGENT][POSITIVE] Let me transfer over to you, [PII]. Thank you and have a good day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thanks. Goodbye.
[AGENT][POSITIVE] Hello [PII], I'm gonna transfer you over to [PII]. I do apologize for the inconvenience. Thanks for your patience and thanks for calling APL and have a great day.
[CUSTOMER][POSITIVE] Thank you.