AccountId: 011433970860
ContactId: 5cec127b-ab02-4df7-bb4e-2026d8ead5d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 923909 ms
Total Talk Time (AGENT): 298178 ms
Total Talk Time (CUSTOMER): 281910 ms
Interruptions: 7
Overall Sentiment: AGENT=1.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/5cec127b-ab02-4df7-bb4e-2026d8ead5d3_20250124T23:18_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm on your website and I'm trying to create a profile so that I could have access to claim documents. Um, problematically I don't have my policy number. If I give you my information and you verify me, could you provide me with that policy number?
[AGENT][POSITIVE] Yeah, I can absolutely help you with that policy number today, Ms. [PII], and um, I can search for it with your social if you'd like.
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] I'm just gonna verify some information with you if that's OK.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Perfect, can we verify your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, thank you, thank you. And would you be able to verify for me, Ms. [PII], your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, and then the email and phone number would be the last thing.
[CUSTOMER][NEUTRAL] Uh, phone number would be [PII] and the email address would be one of the two. It would either be [PII] or [PII].
[AGENT][NEUTRAL] OK, perfect. It is that [PII] and is that phone number a good one to call you back in case we got disconnected?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, no, not currently, um, the number that will call me back will be [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Perfect, thank you so much. And I do have that policy number handy for you. I'm looking at policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 256-9668
[CUSTOMER][NEUTRAL] 256-966-8
[AGENT][NEUTRAL] Yep you bet you and then you said you were having trouble with the online service center getting it going?
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][NEUTRAL] Um, yes, I'm trying to create a profile so I can get in there to print out the document that I need to fill out and also the one that I need to send to my doctor to get my claim started.
[AGENT][NEUTRAL] OK, um, so when you're signing up for that online service center you're actually not gonna use your policy number you'll use your social security number in that second box.
[CUSTOMER][NEUTRAL] Oh, so member ID is social security number.
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] 4, OK, that makes a difference.
[CUSTOMER][NEUTRAL] OK, it says no user was found with information that was entered. Please try again.
[AGENT][NEUTRAL] And you're using the email so [PII] or [PII] and then the phone number is [PII].
[CUSTOMER][NEUTRAL] Or contact customer service.
[CUSTOMER][NEUTRAL] Um, it actually didn't ask me for the phone number. It just ask for my last name, member ID, um, 27, uh, it's probably the zip code.
[AGENT][POSITIVE] Oh perfect.
[CUSTOMER][NEGATIVE] I messed up [PII].
[CUSTOMER][NEUTRAL] Alright, let's see if it go through now. Oh, OK, yeah, yep, it's telling me to create an account. So after I get logged in, the documents that I'm looking for will be in the top right hand corner.
[AGENT][NEUTRAL] Fingers crossed.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] Yes, so once you're logged in, um, you should be able to find actually let me pull that up, that side of it.
[AGENT][NEUTRAL] It should be like the very top bar will be blue and it'll be like our APL logo and then it'll say contact us and claims forms and you should be able to click claims forms to access any um form you need.
[CUSTOMER][NEUTRAL] OK, well stay with me just a moment let me get through this portion to make sure I don't get kicked off or.
[AGENT][POSITIVE] Oh, absolutely.
[CUSTOMER][NEUTRAL] Whatever, just one moment.
[AGENT][NEUTRAL] Do you have any awesome plans for the weekend?
[CUSTOMER][NEUTRAL] Uh, nope, that off the top of my head, nope.
[AGENT][POSITIVE] Well, I hope you at least get some good relaxation and then.
[CUSTOMER][POSITIVE] Yeah, thank you. You as well.
[AGENT][POSITIVE] Thanks, I.
[AGENT][POSITIVE] I'm gonna go see Wicked this weekend and I'm like really excited.
[CUSTOMER][NEUTRAL] Oh, OK. What's that about?
[AGENT][NEUTRAL] Um, it's like the new musical with [PII], but it's about like [PII] the Good Witch from the Wizard of Oz is like a teenager.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Interesting. OK.
[AGENT][POSITIVE] Yeah, I don't really know much about it. I've never seen it, but everyone's raved about it as a musical, like my whole life growing up, and now that they've turned it into a movie, I feel like I'm ready to tackle it.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] Nice.
[CUSTOMER][NEUTRAL] Looks like I'm almost done, trying to verify something.
[AGENT][POSITIVE] Oh, you're so, I get paid by the hour. Take your time. No worries on my side.
[CUSTOMER][POSITIVE] Sweet, sweet. Great.
[AGENT][NEUTRAL] I'm just here to help you.
[CUSTOMER][NEUTRAL] OK, I am in there it looks like and let's see.
[CUSTOMER][NEUTRAL] Let's see, we're gonna
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Here
[CUSTOMER][NEUTRAL] Slide over, OK.
[CUSTOMER][NEUTRAL] Group critical illness, group voluntary dental, group voluntary term life.
[CUSTOMER][NEUTRAL] And short term group disability.
[CUSTOMER][NEUTRAL] OK, so we're gonna need to be looking here.
[CUSTOMER][NEUTRAL] OK, I see, I see it says upload document file wellness claim.
[CUSTOMER][NEUTRAL] What would be wellness claim? What is that?
[AGENT][NEUTRAL] Um, and a wellness claims can be if you have, uh, some of our cancer policies have them, um, but they'll give you like benefits for just going and getting like screenings done, um, just to help prevent cancer.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Do you have anything additional for people that have neurological, chronic neurological conditions?
[AGENT][NEUTRAL] I don't believe so, but that would be really awesome if they added something like that.
[CUSTOMER][NEUTRAL] Yeah, true. OK, now where do I go to find this thing to send the doctor and the one that I'm supposed to go out for the short term disability?
[AGENT][NEUTRAL] You bet you at the top of your screen is there like a big blue bar that says like APL and then it has a picture of a house and then it says contact us?
[CUSTOMER][NEUTRAL] Do I click on that number?
[CUSTOMER][NEUTRAL] Um, no, I have a, a, a thing with three lines where it says contacts, claims forms, help, welcome, and log out.
[AGENT][NEUTRAL] OK, that thing with 3 lines.
[CUSTOMER][NEUTRAL] Oh yeah, yeah, yeah.
[AGENT][NEUTRAL] Yep, yep.
[CUSTOMER][NEUTRAL] OK, so where it says claim forms.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so I'm under the one it says claim forms. Hey [PII].
[CUSTOMER][NEUTRAL] OK, so is it gonna show the one for the doctor and the one for me?
[AGENT][NEUTRAL] Um, so, for it's, I want to make sure we're looking for the right policy. It's the one for your disability?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, so, um, that claim form will have everything you need to fill out on it, um, it'll all be together so there won't be two separate forms, but that one form will have pages for yourself and pages for your provider.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let's see A. Is the authorization, cancer claim change request.
[AGENT][NEUTRAL] It's gonna be under short term disability so it should be an alphabetical order if you just wanna skip to the next page.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Every time I go to look it up, I want to look under D for disability, and then I have to remind myself.
[CUSTOMER][NEUTRAL] Um, what is, what is, what is Medin?
[AGENT][POSITIVE] Medin is um like our gap insurance that we um offer to some of our groups and so it's like to help pay um it just helps close the gap between major medical and
[CUSTOMER][NEUTRAL] from the.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We got A.
[CUSTOMER][NEUTRAL] And if you wanna play rivals you can say that if you wanted to check it out and what's the controller.
[AGENT][NEUTRAL] Um, and what comes out of pocket for you.
[CUSTOMER][NEUTRAL] And my password would be my complete social?
[AGENT][NEUTRAL] Uh, your password will be the password that you created when you just signed it up, you, you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] It keeps saying incorrect password.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Yeah, see, it, it won't let me in, it's stay.
[CUSTOMER][NEGATIVE] Incorrect.
[CUSTOMER][NEUTRAL] OK, well that is the password so you know what.
[AGENT][NEUTRAL] That it's strange, um.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Would you want to try, I mean, I guess like walking back out and logging in and seeing.
[CUSTOMER][NEUTRAL] What's UTBA make sure I'm under the right one. I see.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, UT UBTA is for the group that is with the Universal Trucking Benefits association, so it wouldn't be uh your group you'll want the other one.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] That keeps asking me for a password to be able to download it.
[AGENT][NEUTRAL] Oh, that's so weird. OK, so you know what, let's do this if you're OK with it. I'm just gonna email you a copy of it. Is that OK?
[CUSTOMER][POSITIVE] Great. Yes, that's wonderful.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I'm really sorry that it's making you go through all that hassle, but I will just email you a copy of that claim form and
[AGENT][NEUTRAL] That way you don't have to, I, I don't know why it's password protected like that, but we'll get you sorted.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And you said it will include the document for me to fill out and the one for the doctor, correct?
[AGENT][NEUTRAL] Yes, so all of it will be one PDF and like the first couple of pages are for yourself and then page I believe.
[AGENT][NEUTRAL] 6 and 7 are for your doctor to fill out.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][POSITIVE] OK, great. Cool beans, cool beans. All right, that's all I need.
[AGENT][POSITIVE] Awesome. Well, I'm gonna go ahead and get this sent out your way.
[CUSTOMER][NEUTRAL] she
[AGENT][POSITIVE] And then if there's anything else you need, you have questions on, don't hesitate to reach out to us and we'll take care of you, OK?
[CUSTOMER][POSITIVE] OK, alright, thank you.
[AGENT][POSITIVE] Oh my pleasure thank you for calling APL and you have such a wonderful day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] My pleasure.
[CUSTOMER][NEUTRAL] Mhm.