AccountId: 011433970860
ContactId: 538298ac-3fbf-4c8c-8a8b-d9e381c4a1bb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 433619 ms
Total Talk Time (AGENT): 203686 ms
Total Talk Time (CUSTOMER): 185067 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/538298ac-3fbf-4c8c-8a8b-d9e381c4a1bb_20250509T17:29_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, [PII], this is [PII]. My husband and I have a cancer policy with APL and I am trying to file some wellness claims online, but it's been a while and the username and password I'm trying to use says it's incorrect. um, what do I need to do to try to have that reset?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, Ms. [PII], so you're trying to sign into the online service center, but you're, it's not letting you. Is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, yes ma'am. Well, I can try and help you with that, Ms. [PII]. So what I'll need to do first off is to um get some information from you and verify some things for security. So first off, what is a good call back number for you please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you and your policy number?
[CUSTOMER][NEUTRAL] Is 00425102.
[AGENT][NEUTRAL] OK, thank you. So give me a moment, Ms. [PII], to get your information pulled up first off.
[AGENT][NEUTRAL] OK, so first off, if you could please verify the primary policy holder's name and date of birth and then your date of birth.
[CUSTOMER][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And mine is [PII], [PII].
[AGENT][POSITIVE] Thank you. Also your mailing address please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then the email address that we would have on file for Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK. So now that is not the information as far as the email that we have on file. Now, Ms. [PII], because your husband is the primary policy holder, we can only provide certain pieces of information and update information with him. Is he available to authorize me to speak to you for this phone call?
[AGENT][NEUTRAL] Because there's some information that would.
[CUSTOMER][NEUTRAL] Uh, he's not with.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I can give you his social number.
[AGENT][NEGATIVE] No, ma'am, that's still not gonna be enough. I won't be able to give instructions for the portal or any information on that without speaking to him, and he does need to update a few pieces of information.
[AGENT][NEUTRAL] As far as what we have in the system.
[AGENT][NEUTRAL] Before he would be able to set that profile up.
[AGENT][NEUTRAL] Now where
[CUSTOMER][NEUTRAL] OK, well, let me ask you this, but.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] What's, what's the next best way for me to send these claims in to the um I've got where I sent one in on myself and I sent it to the um care team at [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so we can't.
[CUSTOMER][NEUTRAL] And I got it.
[AGENT][POSITIVE] Mhm. Go ahead. I'm so sorry.
[CUSTOMER][NEUTRAL] Now I got an email back saying that they had received it but I just didn't know if that was the quickest way to get other ones to you.
[AGENT][NEUTRAL] God
[AGENT][NEUTRAL] OK, so technically, Ms. [PII], we cannot receive claims via email for security purposes.
[CUSTOMER][NEUTRAL] OK, so it needs to be mailed?
[AGENT][NEUTRAL] So it would either need to be, obviously, if Mr. [PII] can call us so we can update some pieces of information, we can email him instructions for the portal.
[AGENT][NEUTRAL] And how to set that up the easiest way to submit the claims is gonna be online using that portal. The next would be to fax.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The in and then lastly to mail them in.
[CUSTOMER][NEUTRAL] OK. Wait up.
[CUSTOMER][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] But we can't accept claims via email, so.
[CUSTOMER][NEUTRAL] Let me see if I can um I was gonna try to see how to add him and I will call him um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm not sure how to do that on my phone, um.
[CUSTOMER][NEUTRAL] Wait just a second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I think uh.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] And in your email that you did receive back from us, Ms. [PII], did it state in there about not emailing claims?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, but just a second and I'll tell you what it, what it says.
[AGENT][NEUTRAL] There should
[AGENT][NEUTRAL] OK, cause there should have.
[AGENT][NEUTRAL] There should be a remark in that email.
[AGENT][NEUTRAL] Letting you know that.
[CUSTOMER][NEUTRAL] Um, it says.
[CUSTOMER][POSITIVE] So thank you for contacting APL. Well, we've received your email and our customer care team is happily researching your request. We will get back to you soon, um, and then it went on about the online service.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Uh, it just says it's um not a online it email it's not a secure method.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then it's got fastest consideration and check you place to make claims to the OSC at secured. So can I do that?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] That's the portal that I'm talking about, but I can't provide you that information until I speak to Mr. [PII] because there's some information that's gonna need to be updated on the profile.
[AGENT][NEUTRAL] But I, we can only do that with him. So if you can, if there's a way you can conference him in.
[AGENT][NEUTRAL] Now then we can try and do that. I mean if you can't do that and you need to call us back, that's also fine, Ms. [PII]. We are here until [PII] Central time Monday through Friday.
[AGENT][NEUTRAL] Ms. [PII], are you still there?