AccountId: 011433970860
ContactId: 6c15083d-f0fe-4c99-9d44-577b8eae16e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 833039 ms
Total Talk Time (AGENT): 330020 ms
Total Talk Time (CUSTOMER): 237639 ms
Interruptions: 5
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/6c15083d-f0fe-4c99-9d44-577b8eae16e3_20250527T21:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hey, [PII]. Uh,
[CUSTOMER][NEUTRAL] I guess when I was on the website I'm trying to file a dental claim.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But it says I don't have to file a form. I just have to send basically the paper that they gave me is what I'm getting.
[AGENT][POSITIVE] That's correct, that is correct.
[CUSTOMER][NEUTRAL] But I don't, I don't see like an email to where I could send that to.
[AGENT][NEUTRAL] Um, are you on our online portal?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] So um have you created an account on our online portal is that what you're looking at or are you looking at our public website?
[CUSTOMER][NEUTRAL] Um, just on the website. I have not created no account or anything.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, OK, um, so do you have a desktop or a laptop computer?
[CUSTOMER][NEUTRAL] Yeah, we have a laptop.
[AGENT][NEUTRAL] OK awesome uh the reason I ask is at this present time our website doesn't have support for mobile devices so it would have to be on a desktop or a laptop computer um but we can get your account pulled up uh verify the information we have is correct, and then you can create an account on our online portal. From there you can upload that information and it gets to us very quickly.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] How
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, what was your name?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK, and then, uh, [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, I have an ID number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's AC 2611.
[AGENT][NEUTRAL] OK, um, I'm not quite sure what that is, so that's not one of our policy numbers. um, let's see, uh, I can, well, let me try searching just using your name. Give me just a moment.
[CUSTOMER][NEUTRAL] Uh, I got a policy number now. I'm sorry.
[AGENT][NEUTRAL] That's OK, give me just.
[CUSTOMER][NEUTRAL] I see it on the top left of this paper.
[AGENT][NEUTRAL] I think I found you. Are you in, uh, Guthrie?
[CUSTOMER][NEGATIVE] It's 0.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I think I found you. Give me just a moment.
[CUSTOMER][NEUTRAL] 01678 is when it starts with.
[AGENT][NEUTRAL] Um, go ahead and give me that policy number if you would, Hunter.
[CUSTOMER][NEUTRAL] OK, 01678.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 553.
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] OK, I'm just gonna verify some information really quick. Uh, can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK and the last thing I need is the email address we've got on file for you. Looks like it is a [PII] account.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alrighty, thank you so much for verifying all of that, [PII]. Uh, so this policy, you've only got the one policy with us and that is an accident policy. So you don't have a dental policy with us. OK, so in that case, if it was dental work that you were needing regarding an accident, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so in that case, [PII], you would fill out the accident claim form.
[CUSTOMER][NEUTRAL] Uh, OK, so I still feel the accident clean out but.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And then I'll just send the.
[AGENT][NEUTRAL] So, mhm.
[CUSTOMER][NEUTRAL] The receipt that they sent me basically.
[AGENT][NEUTRAL] That is perfectly fine. Uh, we do have to have that accident claim form, of course, informing us what exactly happened, um along with that out of my statement. So let's see all the information that you just gave me, that's what you would use to create your account on our online portal and now the website that you're currently on, is it [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, yeah.
[AGENT][NEUTRAL] Awesome. OK, so our portal, it's the same web address but in front of the a.m. public it's the word secured, so it's [PII]. OK, so you would just create an account there, um, with all of the same information it does have to match what we have and then you'll see a spot right at the main page where you can upload information.
[CUSTOMER][NEUTRAL] Yeah, I'm on that right now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Am I an individual or am I like a part of the the group? OK, so I would, I'm an individual.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] No, sir, it would be the individual.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Sorry, uh.
[AGENT][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] Uh, I guess [PII].
[CUSTOMER][NEGATIVE] that can't find me.
[AGENT][NEUTRAL] OK, so the spot that asks for a member ID or a social, are you putting in your social?
[CUSTOMER][NEUTRAL] Yeah, do I need to put my, uh, policy number in?
[AGENT][NEUTRAL] No, um, let me verify that the social that we have for you is correct. Give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, the social I've got for you is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You say [PII]?
[AGENT][NEUTRAL] Yes, sir. [PII]. Is that wrong?
[CUSTOMER][NEUTRAL] Because it it it's [PII] it's yeah it's [PII].
[AGENT][NEUTRAL] Uh-huh. OK.
[AGENT][NEUTRAL] Alright, this is why we gotta check. Give me just a moment let me get that changed. Hang on. OK, let's see.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Alright, someone, someone fat fingered that one.
[AGENT][NEUTRAL] It certainly seem well it's one digit off, you know, honest mistake.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and then just to clarify that was supposed to be 447133-611.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Got it. OK, bear with me just a moment.
[CUSTOMER][NEUTRAL] Here it goes.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so I did change that, but let me double check, make sure that it did.
[AGENT][NEGATIVE] Actually tight.
[AGENT][NEUTRAL] There we go. OK. All [PII], if you're able to, can you go ahead and give that another try?
[CUSTOMER][NEUTRAL] It it
[CUSTOMER][POSITIVE] Yeah, I had accepted it that time.
[AGENT][POSITIVE] Awesome, OK, I'm so sorry about that. It happens, but that's why we like trying to do that over the phone.
[CUSTOMER][POSITIVE] No, you're good. uh, so username I just create all this stuff on my own like.
[AGENT][POSITIVE] Oh yeah, it can be whatever you'd like it to be.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] It says submitting
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Oh well.
[CUSTOMER][NEUTRAL] Hopefully it kicks me back though.
[CUSTOMER][NEUTRAL] My
[CUSTOMER][POSITIVE] Says my account has been successfully created.
[AGENT][POSITIVE] Awesome. OK.
[CUSTOMER][NEGATIVE] But on my email I messed that up. I don't know how that went through.
[CUSTOMER][NEUTRAL] I noticed it after it was submitting I didn't put the 7 but it's working.
[AGENT][NEUTRAL] Oh, that's, hold on, let's see.
[AGENT][NEUTRAL] [PII] is 7. Let me see. I can, I can see on my end. Give me just a moment. I'll make sure that that's all good.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] No, I've got that as your email. 100 cricket 7. I do see that.
[CUSTOMER][NEUTRAL] OK, yeah, it was, it was on the, it was on the confirmed email. I didn't put the 7 on it and.
[AGENT][NEUTRAL] Oh that's funny. OK, well that's actually kinda probably shouldn't have happened, but all right.
[CUSTOMER][POSITIVE] It worked.
[CUSTOMER][NEGATIVE] That's what I was like I was like, how, how is it not gonna take my social but it takes my email wrong, huh.
[AGENT][NEUTRAL] That's how well I guess that's more important, isn't it?
[CUSTOMER][NEUTRAL] OK, so I
[CUSTOMER][NEUTRAL] Yeah, a little bit.
[CUSTOMER][NEUTRAL] Uh, so I'm in here now. Um, I see like on my claims would I upload a file, I guess.
[AGENT][NEUTRAL] Yes sir, so that's where you would, uh, upload that informa that, uh, auto my statement from uh whatever work that you had received. You should see a spot as well for, uh, claim forms and then, um, again you just fill out that one for the accident claim form and just, you know, of course do your best to explain what exactly happened.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] OK, uh, so the claims form is up on the up on the header.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright well I can get this uh.
[CUSTOMER][NEUTRAL] Filled out then and then I will send it over and if I have any trouble I will uh.
[AGENT][POSITIVE] Sounds good.
[AGENT][POSITIVE] Absolutely give us a call right back, yes sir, um, and so that gives it does get to us very quickly, um, once it's been received, it can take about 7 to 10 business days for claim information to complete processing may not take quite that long but that's always kind of a safe guess, um, and of course you know you can always check the status on the website or you're more than welcome to give us a call and check on it as well. Do you have any other questions for me at the moment, [PII]?
[CUSTOMER][NEUTRAL] Contact you I guess tomorrow. Alright, thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I'm trying to find the claims.
[CUSTOMER][NEUTRAL] But like I don't know it's like the wages the only thing I can click on is upload files.
[AGENT][NEUTRAL] OK, so the, the you're not able to access the claim forms.
[CUSTOMER][NEUTRAL] So like up there on the on the.
[CUSTOMER][NEUTRAL] So on the claims form I clicked that and then it like took me back to the home page.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And it was like uh sign in.
[AGENT][NEUTRAL] Oh, it might be a little bit wonky right now. It is, it is currently undergoing some changes, um.
[CUSTOMER][NEUTRAL] Or whatever uh I can only.
[AGENT][NEUTRAL] So I apologize for good measure. I'm just gonna go ahead and email you if you're OK with that. I can email you um an accident claim form you want me to just send it to this Gmail account that we've got?
[CUSTOMER][POSITIVE] No, you're good.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yeah, that would be great.
[CUSTOMER][NEUTRAL] Yeah if you could do that and then uh.
[AGENT][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] I would just upload both of those onto here and then some and then somehow it'll say send or something like that or as soon as I upload them to the.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Yeah it might say mhm you'll be able to see that it might say something like in progress or something like that that simply means it's in line for processing.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, I will go ahead and get that sent to you now. um, anything else I can help you with?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][POSITIVE] That's it thank you.
[AGENT][POSITIVE] All right, thank you. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks. Bye bye.