AccountId: 011433970860
ContactId: 552bf897-0d30-41a7-9af9-6e701428c9d7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 544799 ms
Total Talk Time (AGENT): 205938 ms
Total Talk Time (CUSTOMER): 212256 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/552bf897-0d30-41a7-9af9-6e701428c9d7_20250305T17:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], hi, I'm calling. I have some claims forms that I need to scan to you all.
[CUSTOMER][NEUTRAL] Can you just scan them to you uh I have to have your email, right?
[AGENT][NEUTRAL] So claim forms can be submitted either online or through fax. We don't unfortunately have an email address that they can be scanned and sent to.
[CUSTOMER][NEUTRAL] OK. See, my husband used to do them for me, but he's no longer with me. He passed away. So I was trying to find out. I know he used to scan them, so how do I go about doing it?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So if you want to scan them, then you can upload it online we have a service center and I can give you the web address. Do you have something to write down the web address with?
[CUSTOMER][POSITIVE] Yes, I do.
[AGENT][NEUTRAL] So our website.
[CUSTOMER][NEUTRAL] So I.
[AGENT][NEUTRAL] Is [PII].
[CUSTOMER][NEUTRAL] OK, [PII]
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] So it's [PII],
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] OK, [PII]. It's [PII]
[AGENT][NEUTRAL] It's not case sensitive.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] It's not case sensitive, so it shouldn't matter.
[CUSTOMER][NEUTRAL] OK, OK, and what else I need?
[AGENT][NEUTRAL] So when you get to the website, you should see a link there to log in. We need to look to see if there's ever been any sort of username or anything created for the policy. Do you have your policy number?
[CUSTOMER][NEUTRAL] Oh, I don't have it on me. I'm at work and I didn't grab it out of my purse, but I can give you my social security number.
[AGENT][NEUTRAL] OK, yeah, let's look by that. What's that?
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][POSITIVE] Alright, thank you so much let me.
[CUSTOMER][POSITIVE] Thank you for helping me.
[AGENT][POSITIVE] Yeah, no problem.
[CUSTOMER][POSITIVE] Yeah, I do.
[AGENT][NEUTRAL] And then if I can just get your first and last name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] All right, let me take a look here. Let's see.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Alright, and then [PII], if you can just give me your date of birth and then the address we should have on file.
[CUSTOMER][NEUTRAL] OK, date of birth is [PII]. Address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright, thank you so much. OK, so.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So it looks like there are a couple different policies. Do you know which one you're gonna be filing under?
[CUSTOMER][NEGATIVE] I'm falling under.
[CUSTOMER][NEUTRAL] Let's see, hospitalization and uh some therapy work that I had done.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it looks like it has been logged in before online. It looks like your username.
[CUSTOMER][NEUTRAL] Oh yes, the.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] And I think the password is [PII], if I can remember, [PII] and. You are a.
[AGENT][POSITIVE] Oh [PII]. Sorry about that, [PII]. Go ahead. I'm sorry.
[CUSTOMER][NEUTRAL] OK, [PII]?
[CUSTOMER][NEUTRAL] And the the password, I think it's sissy with $2 signs.
[AGENT][NEUTRAL] So if you're on the site, the [PII] is the username try that and what you think the password is um if that's not the password then you can reset it, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well, I have it I have it, it's on my husband's phone because he used to do all that for me.
[AGENT][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] I have it.
[AGENT][NEUTRAL] So once you get logged in, then what you would do is under my claims, there's a green button that says upload documents, and that's where you're going to upload all of the information for the claims.
[CUSTOMER][NEUTRAL] OK, a green button.
[CUSTOMER][POSITIVE] Thank you so much for telling me this because I'm lost as a goose with this cause he used to do all this for me. OK, OK.
[AGENT][POSITIVE] Oh yeah, absolutely.
[CUSTOMER][NEUTRAL] Green button and it says, what does it say?
[AGENT][NEUTRAL] It'll say upload documents.
[CUSTOMER][NEUTRAL] Upload
[CUSTOMER][NEUTRAL] Documents.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. OK. Once I log in, I put his email address in and then it comes up and I do the password, the what the username and I put up the username.
[CUSTOMER][NEUTRAL] And then the password, right?
[AGENT][NEUTRAL] Right, it's gonna ask for username and password. So you'll just put in [PII] [PII], that's the username, and then what you think the password is.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK. So I, I put in, I'm not that technology either. I put in the website.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then the website gonna let me put in the username and the password.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Right, so you're gonna go to the web address.
[AGENT][NEUTRAL] You're going to, when you get to the web address, you're gonna click the link on the website.
[CUSTOMER][NEUTRAL] It's the what?
[AGENT][NEUTRAL] That says sign in. It's on the top of the web page on the far right side.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Once she
[CUSTOMER][POSITIVE] My friend is gonna be helping me do it, yeah, OK.
[AGENT][NEUTRAL] OK, yeah, so once you click sign in, then you're going to see a place for that username and password.
[CUSTOMER][NEUTRAL] OK, OK, got you.
[CUSTOMER][NEUTRAL] And then I can just go ahead on this after all that is done, then I go ahead on and scan the files.
[AGENT][NEUTRAL] Mhm. And then you'll upload the documents into the portal and then
[AGENT][NEUTRAL] If it's successfully accepted, you'll get a confirmation number.
[CUSTOMER][NEUTRAL] OK, after I scan the file, I upload the document.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm sure she know all this, but.
[CUSTOMER][POSITIVE] And she's, I gotta have my friends helping me now. Yeah.
[CUSTOMER][NEUTRAL] So
[AGENT][POSITIVE] Yeah, and so if you guys get to that point, if you have any like concerns or questions once you're uploading files, you can always give us a call too we're happy to help.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, OK, I'll be sure to call when I may ask for you. I think we have talked to you before.
[AGENT][POSITIVE] Yeah, you may have, you may have, but yeah, if you guys have any questions or concerns about getting them uploaded, just give us a call we're we're happy to help.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK. All righty. Listen, I thank you so much.
[AGENT][POSITIVE] Oh, it's been my pleasure. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] OK, I'm gonna try. Thank you and you have a good one too. Bye-bye.
[AGENT][NEUTRAL] All right, bye bye.