AccountId: 011433970860
ContactId: 6bbcc97f-3b53-4e2d-a6fb-f7e44a610884
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 680419 ms
Total Talk Time (AGENT): 209007 ms
Total Talk Time (CUSTOMER): 248570 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/6bbcc97f-3b53-4e2d-a6fb-f7e44a610884_20241230T21:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. Um, I, uh, recently left the position that had, uh, APL is my insurance, and I found a few bills that I'd like to submit.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I believe there's a claim form or something.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] Um, I just wanna make the right place.
[AGENT][POSITIVE] OK. Yes, sir. I can help you.
[CUSTOMER][NEUTRAL] So I think that
[CUSTOMER][POSITIVE] Thanks
[AGENT][NEUTRAL] Now, do you have that policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I do not, no.
[AGENT][NEUTRAL] OK, do you mind if I look it up with your social?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, what is that?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, see.
[AGENT][NEUTRAL] OK. And you're in [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. I see your policy.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Can I get you to verify your address and your email address for me?
[CUSTOMER][NEUTRAL] Uh, my email address is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And my address is [PII].
[AGENT][POSITIVE] OK, thank you, Mr. [PII]. I appreciate that and do you mind if I get a callback number from you just in case we get disconnected?
[CUSTOMER][POSITIVE] Not a problem.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And I know you said you had to file a claim, but I see that you have 3 policies with us. Um, there's an, a dental accident and hospital indemnity.
[CUSTOMER][NEUTRAL] Um, whatever one I would use for just like um.
[CUSTOMER][NEUTRAL] Uh, pharmacy and just going to the doctor and stuff like that.
[AGENT][NEUTRAL] OK. OK. Yes, sir. Now, I do have that one pulled up. Do you need that policy number?
[CUSTOMER][NEUTRAL] Uh, I'll take it, sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It is 245.
[AGENT][NEUTRAL] 60
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 22.
[CUSTOMER][NEUTRAL] One
[CUSTOMER][NEUTRAL] Uh, and which, which policy is this?
[AGENT][NEUTRAL] That's your hospital indemnity, like for the doctor and things like that. Um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so.
[AGENT][NEUTRAL] Now
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Do what and what was the number again?
[AGENT][NEUTRAL] 2456022.
[CUSTOMER][NEUTRAL] 245
[CUSTOMER][NEUTRAL] 6022 OK.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, got that.
[AGENT][NEUTRAL] Now have you registered your account online with us?
[CUSTOMER][NEUTRAL] Uh, I'm not sure.
[AGENT][NEUTRAL] OK, now you can submit claims um online.
[AGENT][NEUTRAL] Let's see. I'm gonna check and just see if you're signed up yet.
[CUSTOMER][NEUTRAL] Let me see here, uh, what's the link? Let's see online service center.
[AGENT][NEUTRAL] Uh yes, sir.
[CUSTOMER][NEUTRAL] Oh sign in?
[AGENT][NEUTRAL] That's it.
[CUSTOMER][NEUTRAL] OK, let me see here.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oops.
[AGENT][NEUTRAL] OK, now I do see that you have an account um already set up and I can give you the user name but if you don't have your password you would have to reset that um because we don't have access to that.
[CUSTOMER][NEUTRAL] No, that's fine. One second. I actually think I have my password. I'm just trying to.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEGATIVE] Just don't know if it's gonna allow me to paste it in here because it's kind of long and nasty.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I didn't like that password for some reason.
[CUSTOMER][NEUTRAL] But yeah.
[CUSTOMER][NEUTRAL] OK, forgot my password.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Hold on a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh well I'll just have to do it that's fine.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] Oh, it says my username doesn't exist anymore.
[CUSTOMER][NEUTRAL] The user name can or is it my email?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It is the first, um, it's [PII] that first, um,
[CUSTOMER][NEUTRAL] Word
[AGENT][NEUTRAL] Name in your email, not the full email just the first part.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's spelled the same, the [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me see
[CUSTOMER][NEGATIVE] Let me cancel out of here because I may have that whole thing wrong uh.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Everybody wants
[CUSTOMER][NEGATIVE] Crazy long screwy passwords.
[CUSTOMER][NEUTRAL] OK, I'll
[AGENT][POSITIVE] I, yes, OK, good. Cause ours is really, you know, yes.
[AGENT][NEUTRAL] It asks for everything.
[CUSTOMER][NEUTRAL] Yeah, OK, so I have one that I started.
[AGENT][NEUTRAL] OK. Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But yeah I think I need I don't think I uploaded anything for it so it's still pending.
[AGENT][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] So I think that what I do I guess is upload.
[CUSTOMER][NEUTRAL] Upload all the um the files.
[AGENT][NEUTRAL] Uh-huh. Yes, sir.
[CUSTOMER][NEUTRAL] For it
[CUSTOMER][NEUTRAL] OK, and what do you guys need? a bill with.
[AGENT][NEUTRAL] And I am
[CUSTOMER][POSITIVE] That has the services provided as well.
[AGENT][NEUTRAL] Yes, sir. Now, um, if you don't mind, do you mind if I transfer you to someone in our benefits and claims department and they can tell you exactly um what they're looking for because I'm not sure except for that, you know, billing that you get, um, but I am emailing you a claim form for the hospital indignity, um.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you'll have that.
[AGENT][NEGATIVE] And I don't believe it asked very much on that claim form.
[AGENT][NEUTRAL] OK. Um, but is there anything else I can do for you before I transfer you?
[CUSTOMER][POSITIVE] No, you're perfect thank you.
[AGENT][POSITIVE] OK. Thank you, Mr. [PII]. You have a good day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Sing.
[CUSTOMER][NEUTRAL] Thank you for calling American Public Life. This is [PII]. Who am I speaking with?
[AGENT][NEUTRAL] Hey, this is [PII] in customer service. Um, hey, how are you doing?
[CUSTOMER][NEUTRAL] Hey girl.
[CUSTOMER][POSITIVE] Oh good good good hanging in there.
[AGENT][NEUTRAL] Good. I have an insured on the line and he needs to file a claim and he's on the online service center he's gonna upload it, but he doesn't know what we need.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, for that.
[CUSTOMER][NEUTRAL] OK, what's the policy?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It's 245.
[AGENT][NEUTRAL] 6022.
[CUSTOMER][NEUTRAL] For [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK. I'm ready when you are.
[AGENT][NEUTRAL] And I, OK, I did verify all this information and I do have his callback number if you want that.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And I emailed him a claim form.
[CUSTOMER][POSITIVE] Perfect. OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I think that's all you need to know. OK. All right, here he comes. Thank you.
[CUSTOMER][POSITIVE] OK, thanks love.
[CUSTOMER][NEUTRAL] Hello [PII]?
[CUSTOMER][NEUTRAL] Yes. Hi, this is [PII]. I'm in the claims department I understand that you're trying to upload a claim.
[CUSTOMER][NEUTRAL] Uh, well, I'm getting ready to yeah, I found some claims that my wife never gave me and I needed to, uh, kind of start getting them processed.
[CUSTOMER][NEUTRAL] OK, um, are you just needing to know what we need or?
[CUSTOMER][NEUTRAL] Um, actually, actually I think I just need to fill out that form she sent me because she did send me, I believe, a claim form.
[CUSTOMER][NEUTRAL] Yes sir you would fill out the claim form and sign it and then send us an itemized statement with diagnosis codes and procedure codes.
[CUSTOMER][NEUTRAL] OK, I'll do my best, um, so here's the.
[CUSTOMER][NEGATIVE] I have moved on from this company, but all the bills are from when.
[CUSTOMER][NEUTRAL] In the with the company and have the insurance with appropriate coverage dates. How long do I have to get all of these done?
[CUSTOMER][NEUTRAL] We do not have timely, so you could take as long as you need to.
[CUSTOMER][NEUTRAL] As long as the dates are within.