AccountId: 011433970860
ContactId: 52b50f86-c701-4360-9239-5157bdb98e25
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 813320 ms
Total Talk Time (AGENT): 203057 ms
Total Talk Time (CUSTOMER): 337605 ms
Interruptions: 5
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/52b50f86-c701-4360-9239-5157bdb98e25_20250415T16:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, good morning. I am calling because I'm I'm, I wanted to submit the uh claim forms for the wellness claims.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Um, and I emailed it to y'all, but then it says you have to send it through a secured link because email doesn't work.
[CUSTOMER][NEUTRAL] Oh, I don't know so how can I.
[AGENT][NEUTRAL] Yes, we don't
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You don't have access to email.
[CUSTOMER][NEUTRAL] OK, because there's a, OK, so how do I send this over to you?
[AGENT][NEUTRAL] You have the option to use the secured portal.
[AGENT][NEUTRAL] Facts or mail.
[CUSTOMER][NEUTRAL] Right, and I went through secure. I went through [PII], so I'm here now. Where do I go from that point?
[AGENT][NEUTRAL] Is I believe it's a claim upload or submit.
[AGENT][NEUTRAL] Plain
[CUSTOMER][NEUTRAL] I don't see it.
[CUSTOMER][NEUTRAL] I don't see, oh, let me see, group contact info, payment account manage users.
[CUSTOMER][NEGATIVE] Uh, administration guide and that's where it says claims, uh, for claims and benefit questions, call the number. There's that email address that I, I emailed it to y'all apparently and then I'm reading like, oh, I'm not supposed to do that.
[CUSTOMER][NEUTRAL] So I don't know what I'm supposed to upload this thing and.
[AGENT][NEUTRAL] OK, because I know it's a, it's a link that says submit claim or upload claim listed on there. Let me see.
[CUSTOMER][NEUTRAL] A minute right now.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Here it is needed to file a claim. OK. Click the plus sign to expand employee details. Oh, OK, so let me do that to me. There we go, girl, I think that's something. OK. So file claim.
[CUSTOMER][NEUTRAL] And to client this is uh for me.
[CUSTOMER][NEUTRAL] And I guess because it's the wellness, which one do I select? Cancer, critical, or accident? Or all three?
[AGENT][NEUTRAL] It should be up on the cancer policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me, do you, let me have your policy number so I can pull it up for you.
[CUSTOMER][NEUTRAL] Click here claimant or coverage type.
[CUSTOMER][NEUTRAL] Uh, mm, you mean the group number?
[AGENT][NEUTRAL] It should be a certification number 0. It should start with a 01 or 02.
[CUSTOMER][NEUTRAL] Uh, give me a sec.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] No, uh, hold on, give me a second.
[CUSTOMER][NEUTRAL] The group number is 25,910.
[CUSTOMER][NEUTRAL] That's the group number.
[AGENT][NEUTRAL] OK. Let me have your first and last name, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And that's [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, let me check that for you.
[AGENT][NEUTRAL] And could you verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, this one I did pull your policy up.
[AGENT][NEUTRAL] So when you go on to the portal, does it not say submit wellness claims on there either?
[CUSTOMER][NEUTRAL] Uh, no, it's just, OK, I'm gonna hit file a claim.
[CUSTOMER][NEUTRAL] Uh, it says, uh, OK, this is for me if the coverage type not listed, I'm gonna click there.
[CUSTOMER][NEUTRAL] Oh hold on let me see file claim.
[CUSTOMER][NEUTRAL] Me
[CUSTOMER][NEUTRAL] If claimant or coverage type not listed. OK, so do that.
[CUSTOMER][NEUTRAL] Let me see if I put my name.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Upload files, OK.
[CUSTOMER][NEUTRAL] OK, submit
[CUSTOMER][NEGATIVE] It didn't give me the option of wellness.
[CUSTOMER][NEUTRAL] But it said if it's not listed click this so I did.
[AGENT][NEUTRAL] OK, and it did work for you?
[CUSTOMER][NEUTRAL] Well, it's um.
[CUSTOMER][NEUTRAL] It's uh submitting I hit submit. I uploaded it and submitted it.
[AGENT][NEUTRAL] OK, and can I go ahead and verify your policy while I do have you on the phone? Could you verify your date of birth for me please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And I do need to verify the mailing address and the email address listed on file.
[CUSTOMER][NEUTRAL] Uh, [PII], and it's [PII] [PII].
[AGENT][NEUTRAL] Thank you and may I have a callback number for my notes please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And thank you so much, Miss. [PII]. And is there anything else that I can assist you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] No, I'm hoping this is correct, it's still submitting.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Is it a lot of files or pages?
[CUSTOMER][NEGATIVE] It takes that long.
[CUSTOMER][POSITIVE] Oh, OK, here we go, claim uploaded successfully. All right, cool, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you should receive a confirmation number with that as well.
[CUSTOMER][NEUTRAL] I did, I did.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, so it was. You're welcome. Thank you for calling American Public Life. Have a great, yes.
[CUSTOMER][POSITIVE] Cool. Thank you so much, ma'am. I appreciate your help.
[CUSTOMER][NEUTRAL] Wait, did you find my policy number? What's my APL policy number?
[AGENT][NEUTRAL] Let me see which one works for wellness.
[CUSTOMER][NEUTRAL] Is it the group number that I gave you 25,910?
[AGENT][NEUTRAL] No, the policy number, let me make sure to give you the wellness one. Let me pull that up for you.
[AGENT][NEUTRAL] Because there's 3 policy numbers out here.
[AGENT][NEUTRAL] So for your
[AGENT][NEUTRAL] OK this is critical union.
[AGENT][NEUTRAL] So you have 3 different policy numbers. Would you like me to give you those 3?
[CUSTOMER][POSITIVE] Oh my gosh.
[CUSTOMER][NEUTRAL] Uh, OK, but which one counts? Which one is the APL policy number because it's telling me to put it on here and I put the group number.
[AGENT][NEUTRAL] 3, it's 3 APLs.
[AGENT][NEUTRAL] It's 3 APL numbers, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Am I supposed to put all 3 on there?
[AGENT][NEUTRAL] Trying to get you the correct one for.
[AGENT][NEUTRAL] Your wellness.
[CUSTOMER][POSITIVE] I have a feeling that's gonna kick it back.
[AGENT][NEUTRAL] Let see.
[AGENT][NEUTRAL] So that policy number is 02.
[AGENT][NEUTRAL] 33
[CUSTOMER][NEUTRAL] Hold on, what is, what is this one that you're giving me?
[AGENT][POSITIVE] This is the one for the wellness.
[CUSTOMER][NEUTRAL] Oh wellness.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Wellness APL number.
[CUSTOMER][NEUTRAL] 023 3
[AGENT][NEUTRAL] 17
[AGENT][NEUTRAL] 91.
[CUSTOMER][NEUTRAL] OK, so I'm gonna.
[CUSTOMER][NEUTRAL] Put that on there.
[CUSTOMER][NEUTRAL] And resend that one page let me see.
[AGENT][NEUTRAL] Cause you should be when you go on to that secure portal and you drop down with your name, it should pull up all your um.
[CUSTOMER][NEUTRAL] So I put the
[AGENT][NEUTRAL] Certificates of benefits that you have. Yes.
[CUSTOMER][NEUTRAL] It pulled up 3 numbers like you said.
[AGENT][NEUTRAL] Yes, those would be the three numbers. So you, if you didn't know which one you could have just chosen one and then once it be loaded into the system it will go to the correct one, but for the wellness that is the one that's ending in the 1791.
[CUSTOMER][NEUTRAL] Do you know this is showing me somebody's.
[CUSTOMER][NEUTRAL] Wellness for [PII].
[CUSTOMER][NEUTRAL] Girl, I could see this man's social and everything.
[CUSTOMER][NEUTRAL] Someone or somebody else could see my stuff. Uh yeah, no, I'm looking on the site. They sent me, oh I think I know what oh my gosh.
[AGENT][NEUTRAL] On your claim?
[CUSTOMER][NEUTRAL] Let me see something.
[CUSTOMER][NEUTRAL] OK, so if I'll look at mine.
[CUSTOMER][NEUTRAL] I don't know. I don't see any numbers, but um let me, let me just write down this one the wellness one.
[CUSTOMER][NEUTRAL] I'm gonna have to retype this one and send it. I have a feeling they're gonna throw it back. Wellness APL number is that and what is the other numbers and this is the cancer what is cancer number?
[AGENT][NEUTRAL] Let me pull that up.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And is it the same number for my team as well because I have another young lady in my office who needs to do the same thing as well as my husband. He puts down that wellness number or is everybody's wellness number different?
[AGENT][NEUTRAL] Everybody's wellness number is different.
[CUSTOMER][NEUTRAL] Oh, OK, so how many Craigs as well.
[CUSTOMER][NEUTRAL] It's my husband. Once you find the other one, so.
[AGENT][NEUTRAL] Now yours yours, if he's a dependent or spouse up on your policy, it's the same, but if there's another individual with within a different household that has their own individual policy, they have a different policy number.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you
[CUSTOMER][NEUTRAL] I'm gonna have you talk to her if you don't wanna mhm go ahead.
[AGENT][NEUTRAL] So your cancer policy number is 02.
[AGENT][NEUTRAL] 33
[AGENT][NEUTRAL] 1787.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Print this form.
[CUSTOMER][NEUTRAL] And um do you wanna talk to [PII] and give her her wellness number or can you give it to me?
[AGENT][NEUTRAL] No, I can't verify anything through you for her policy.
[CUSTOMER][NEUTRAL] OK, so you wanna talk to her?
[AGENT][POSITIVE] Yes, that will be fine.
[CUSTOMER][NEUTRAL] Oh she's on the other line.
[AGENT][NEUTRAL] OK, well she will either have to call in.
[CUSTOMER][NEUTRAL] Uh, she's on the other line. OK, I'll just have her call.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, cool, and uh the cancer number alright I got it. Alright, thank you so much, ma'am. I appreciate your help.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too, ma'am. Bye bye.
[AGENT][POSITIVE] Thank you bye.