AccountId: 011433970860
ContactId: 534b1ad6-89e0-4ee4-9526-7393164452bc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1259099 ms
Total Talk Time (AGENT): 475985 ms
Total Talk Time (CUSTOMER): 431116 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/534b1ad6-89e0-4ee4-9526-7393164452bc_20250115T21:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], uh, this is [PII] and I uh was gonna
[CUSTOMER][NEUTRAL] file, you know, my uh memo.
[CUSTOMER][NEUTRAL] On the benefits page, can you help me with that?
[AGENT][NEUTRAL] Yes ma'am, I can help you with your claim. Can you give me your callback number, Ms. [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then what is your policy number, please?
[CUSTOMER][NEUTRAL] 23827997.
[AGENT][NEUTRAL] OK, let me pull in that policy real quick, Ms. [PII] for us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Uh, it's [PII] [PII] and birth date [PII].
[AGENT][NEUTRAL] OK, and then one last verification can you please give me your email address?
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][POSITIVE] OK, thank you, Ms. [PII]. I appreciate you verifying your information for me so that we can.
[AGENT][NEUTRAL] Help you with your claim. Um, I will let you know that the policy number that you gave me is no longer active. They issued a new policy for you. Nothing changed on it except for the name of the policy, so I'm gonna give you that new policy number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, hang on, I'm just peeing here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 2559.
[AGENT][NEUTRAL] 225.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] As the other ones no longer good. OK. 25.
[AGENT][NEUTRAL] Right, that one, that one is no longer active of [PII].
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK. 2559225. OK.
[AGENT][NEUTRAL] Yes that's correct you've got that right OK so you're in the online service center and you're trying to file a claim is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, is it the Allstate benefits?
[AGENT][NEUTRAL] No, ma'am, not all state, it's American Public Life.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, so how do I go to that website?
[AGENT][NEUTRAL] You go to [PII].
[AGENT][NEUTRAL] And when you're on that website, you're going to get the cancer claim form.
[AGENT][NEUTRAL] And fill out the wellness part of it.
[CUSTOMER][NEUTRAL] OK, and uh I'm sorry I was trying to write down the steps here. Uh go to which now, the claims and forms.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] You get, yes, ma'am, claims and forms.
[AGENT][NEUTRAL] And you're gonna choose the cancer claim. Well, I don't know, it might have a wellness claim form. Let me check real quick. It could have a wellness form for you. So you would just fill out that.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Let me look. I'm looking.
[CUSTOMER][NEUTRAL] Now I have a uh a memo from like
[CUSTOMER][NEUTRAL] Uh, December.
[AGENT][NEUTRAL] OK, that's fine.
[CUSTOMER][NEUTRAL] Can I
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] Yes, ma'am. OK, go to page 3.
[CUSTOMER][NEUTRAL] Uh 24
[CUSTOMER][NEUTRAL] Page 3. OK.
[AGENT][NEUTRAL] Yes ma'am, and you'll see the wellness and screening benefits claim form.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] Page and that's page 3 after you get into claims and forms.
[CUSTOMER][NEUTRAL] And in claims and forms, I see accident, cancer, change, continuation of health, critical illness, dental claim.
[AGENT][NEUTRAL] Yeah, scroll to the.
[CUSTOMER][NEGATIVE] Oh, is it way up way on down, yeah, OK. It wasn't doing.
[AGENT][NEUTRAL] Yeah, scroll to the bottom and go to page 3.
[CUSTOMER][POSITIVE] Yeah, uh, on its and screen benefits form, yes.
[AGENT][NEUTRAL] Yes, you're gonna need that form, so you're gonna download that form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Once you download the form, that very first top part, it tells you instructions for insured or patient, complete the statement of insurance, sections A through F, complete section G.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, and what you're going to need to do is you're gonna need to send in your itemized statement.
[AGENT][NEUTRAL] From where you had your, uh, yes, ma'am. Out of my statement which you get from the physician's office.
[CUSTOMER][NEUTRAL] How to my state
[AGENT][NEUTRAL] Showing that you had
[CUSTOMER][POSITIVE] Yeah, good luck on that. I walked I walked out with that.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, yeah, I mean then I said, yeah, I need proof that I was here. She go down to patient services or whatever. So I did I go, well, they hadn't send anything, so I walk out virtually with nothing, but, OK, go ahead.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK, yeah, you'll need that itemized statement to show that you had the um wellness claim uh wellness um.
[AGENT][NEUTRAL] Visit done.
[CUSTOMER][NEUTRAL] So just, just a.
[AGENT][NEUTRAL] Cause it'll have
[CUSTOMER][NEUTRAL] Just a payment form or showing I was there doesn't count, huh?
[AGENT][NEUTRAL] Right. You'll need the itemized statement because it has the procedure codes and the diagnosis codes on it, which shows what was, what happened. The procedure code tells what they did and the diagnosis code tells why they did it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. I'll have to call him for that, I guess. OK, and then what do I do? I, I can't submit this online.
[AGENT][NEUTRAL] Right, so you're gonna download it onto your computer and then when you go into that online service center you're gonna upload those documents that you got.
[AGENT][NEUTRAL] And if
[CUSTOMER][NEUTRAL] So this form that
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But I see now this wellness form can I type in it now?
[AGENT][NEUTRAL] Yeah, you can type in it after you download it.
[CUSTOMER][NEUTRAL] Oh got it downloaded, OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me see. Hold on a minute.
[CUSTOMER][NEUTRAL] Yeah, I can type in it now without downloading it. Looks like I didn't download. I opened it. OK, so when I.
[AGENT][POSITIVE] Awesome.
[AGENT][POSITIVE] You can fill it out and then download it, yes.
[CUSTOMER][NEUTRAL] And I filled that out.
[CUSTOMER][NEUTRAL] And I go in and sign. I don't know how you sign.
[CUSTOMER][NEUTRAL] Um, do you know how you sign on something like this when it's on your computer?
[AGENT][NEUTRAL] Uh, when you get it to where you could type on it, you'll be, you should be able to see, um,
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] I'm not sure what kind of computer you have or what you have on your computer, but you'll choose the little pin, there's a little pin that you click on.
[AGENT][NEUTRAL] And it writes like a pen rather than typing.
[CUSTOMER][NEUTRAL] I have highlights, they come as co-pilot.
[CUSTOMER][NEUTRAL] More action. Let's see what that is.
[AGENT][NEUTRAL] Pick the one, pick the one that looks the thinnest.
[AGENT][NEUTRAL] It doesn't have to be pretty.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEGATIVE] Now it, I don't have any choices here. Uh.
[CUSTOMER][NEUTRAL] I don't see a pen.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I can also give you
[CUSTOMER][NEUTRAL] Pop in my
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] I can also give you the um
[AGENT][NEUTRAL] The fax number and the mailing address, it would be easier for you to fax it or mail it in.
[AGENT][NEUTRAL] After you play with it and see if you can find that pen if you get frustrated, you could always fax it or mail it in.
[CUSTOMER][NEUTRAL] Maybe
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, uh.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Now,
[CUSTOMER][MIXED] Where do you upload? I mean, I, here's the form, uh, it's all well and good, but doesn't say what to do with it at the bottom. It doesn't say send or.
[AGENT][NEUTRAL] You
[AGENT][POSITIVE] Right, you're gonna save it on your computer.
[CUSTOMER][NEUTRAL] I'll save it on there and then go back where to upload.
[AGENT][NEUTRAL] Then
[AGENT][NEUTRAL] Um, are you signed up in the online service center, the secured [PII] [PII]?
[CUSTOMER][NEUTRAL] I don't, no, I, I've done this, I guess before cause I've, I probably just mailed it in all this is, I don't know.
[AGENT][NEUTRAL] OK, well, you can try it this way. If you don't like it this way, you can always mail it in. That's, that has never gone away and never will go away. Um, if you go to secured SEC [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Uh, but secured.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes ma'am, you're gonna sign in the very first page you're gonna sign in as a new user.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, can't reach it, uh.
[AGENT][NEUTRAL] Oh no. Are you using a telephone or a tablet?
[CUSTOMER][NEUTRAL] No, I have a laptop.
[AGENT][NEUTRAL] OK, it sometimes it works with laptop. Are you using Google Chrome?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, probably. I see right here, it came up after they couldn't find it, there's an APL secured.
[AGENT][NEUTRAL] Secured, try that one, click on that and see.
[CUSTOMER][NEUTRAL] Maybe that's it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Online service center, is that it?
[AGENT][NEUTRAL] Yes, that's it, yes ma'am, that's it. You're gonna sign in as a new user and then the second option that you're gonna choose is you're an individual with a policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, now hang on now I gotta log in.
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] Right, well you need to sign in as a new user first.
[CUSTOMER][NEUTRAL] What if I'm not a new user and I can just log in?
[AGENT][NEUTRAL] It should, it should say there new user on that first page you should be able to see somewhere that it says new user.
[CUSTOMER][NEUTRAL] I had
[CUSTOMER][NEUTRAL] Well, let me ask you. Uh, I'm, I'm looking at my passwords here to see.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] If I've already set up, I can say.
[AGENT][NEUTRAL] Let me look and see if you've already set it up. If you have, I can give you your log in and then you can reset your password let me check that.
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] Yeah, let me, let me, hang on just a second. I've got a list of pass codes. Hold on. Let me see if I can find it real quick.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yeah, here they are. Let me see.
[CUSTOMER][NEUTRAL] [PII] um
[AGENT][NEUTRAL] You have signed in before.
[AGENT][NEUTRAL] You've already signed up for it. Let me give you your username.
[CUSTOMER][NEUTRAL] Yeah, I thought so. I was.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, let me see, I, I usually write everything down. Let me see if I already got it here.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And it should be under APL, right?
[AGENT][NEUTRAL] Right, or American Public Life, either one of those two.
[CUSTOMER][NEUTRAL] American Heritage.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] This would you wanna start again so oh here it is.
[CUSTOMER][POSITIVE] I got it right there it is.
[AGENT][POSITIVE] Oh, good deal.
[AGENT][POSITIVE] Good deal.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh right.
[CUSTOMER][NEUTRAL] From here
[CUSTOMER][NEUTRAL] See if it works.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Let me try it one more time.
[AGENT][NEUTRAL] You're not doing it on your old.
[AGENT][NEUTRAL] Doesn't have your old policy number in there, does it?
[CUSTOMER][NEUTRAL] Oh it might. I don't know where it it it ends.
[CUSTOMER][NEUTRAL] I don't know it didn't show my policy number yet. I'm just trying to log in.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, goes by your address, phone number, email address, let me look and see we already verified all that though.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] They didn't like what I had written down. Uh, are you're the ones that change it every so often?
[AGENT][NEUTRAL] You probably need to change it. I can give you your username and then you can just reset the password it'll send you an email or text message to reset either way.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That uh
[CUSTOMER][NEUTRAL] Um, that, that'll be fine. Uh, I think it's just Tloman.
[AGENT][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And I, I've got that.
[CUSTOMER][NEUTRAL] Go ahead and send it. I mean, I write this stuff down.
[CUSTOMER][NEUTRAL] And it's one that I kind of use most of the time here and there and.
[CUSTOMER][NEUTRAL] Then it then what?
[CUSTOMER][NEUTRAL] So I guess I have to read it.
[AGENT][NEUTRAL] Look on that
[AGENT][NEUTRAL] Yeah, on that, um, where you log in there should be an option for you to reset your password.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] I, I'm in.
[AGENT][POSITIVE] And once you, oh good. That's good.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] That's awesome. I'm glad you were able to do it.
[CUSTOMER][NEUTRAL] OK, uh,
[CUSTOMER][NEGATIVE] Updates uh VI text. I had to skip. I don't.
[CUSTOMER][NEUTRAL] OK, I'm in.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Now what?
[AGENT][NEUTRAL] Now you're gonna file, you're gonna go to the option to file the claim.
[AGENT][NEUTRAL] That's what you'll do when you get all your documents together.
[CUSTOMER][NEUTRAL] OK. It's just right basically upload files.
[AGENT][NEUTRAL] Yes ma'am, once you save it to your computer, then you'll be able to upload them from your computer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Um, and do I need to file a wellness claim or I just upload file?
[AGENT][NEUTRAL] You're gonna need to save that wellness claim on your computer so when you upload your files, you're gonna upload the wellness claim and your um itemized statement.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, so if I go right here to file a wellness claim I can fill that right there too?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And just uploaded that probably at the end of this thing.
[AGENT][POSITIVE] Yes ma'am, that's correct.
[CUSTOMER][NEUTRAL] And and then the uploaded files of what.
[CUSTOMER][NEUTRAL] What's been done? OK.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][POSITIVE] Look at you figure you just, you didn't need me at all. You just needed to to have somebody sit here and talk with you. You did so good.
[CUSTOMER][NEUTRAL] Alright, so
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Well, so I go to [PII] is what I need to go to to get to this page now.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. All right.
[CUSTOMER][POSITIVE] All right I appreciate your help so much.
[AGENT][POSITIVE] Well, it's no problem at all. I enjoyed talking with you, Ms. [PII], and helping you.
[AGENT][NEUTRAL] Is there anything else that I can help you with before we go?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] No, that ought to do it. I have to call the hospital and get, get them on board with this.
[CUSTOMER][POSITIVE] I appreciate it
[AGENT][POSITIVE] And you're very welcome. I hope you have a blessed rest of your night and thank you so much for calling APL Ms. [PII].
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] I have a question.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Real quick.
[CUSTOMER][NEUTRAL] Uh, is this like $25 per claim or how does this work?
[AGENT][NEUTRAL] Let me see what your wellness is on this policy.
[AGENT][NEUTRAL] Mm, I'm gonna have to pull up the policy, so it's just gonna be a second while I pull in that policy for us.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] And I guess it's
[CUSTOMER][NEUTRAL] One a year, right?
[AGENT][POSITIVE] Yes, ma'am, one a year. That's correct.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Of course, my computer's being slow. I'm sorry.
[CUSTOMER][NEUTRAL] Oh, no problem, I
[AGENT][NEUTRAL] It's taken its precious time.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] We love you.
[AGENT][POSITIVE] Now I, it's come in, so now I just need to scroll through through and find your wellness benefits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. It's $50.
[CUSTOMER][POSITIVE] OK. All right. Well, thank you so much and I can do 21 for this year and one for last year, right?
[AGENT][NEUTRAL] Yes ma'am, we don't have a way, uh, a timely filing limit you can file at any time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright well thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL and you have a blessed day.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye-bye, Miss, Miss [PII].