AccountId: 011433970860
ContactId: 6c945b72-60c0-4574-b3c3-f21c375faff7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211860 ms
Total Talk Time (AGENT): 120702 ms
Total Talk Time (CUSTOMER): 68295 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/6c945b72-60c0-4574-b3c3-f21c375faff7_20250425T16:40_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], and I have um a policy with you through my employment, and I've got a few, um, some medical pretty extensive medical bills I need to send you guys because apparently Ohio State University will not send them to you, so I, I downloaded the, the, the bill, uh, it's, it's an itemized statement but it shows like the different visits that I've had and things like that. um, can I email that to you guys?
[AGENT][NEUTRAL] Um, so claims can be submitted either online. We have like an online service center you can do it via fax or you can do it in the mail. Those would be your three options.
[CUSTOMER][NEUTRAL] OK, so fax, mail, or online, um, how do I do the on and, and do they have to be separate or can you, since they've got it broken down separately, can it, is it that because I don't have like one for each, I mean it's one like 3 page bill, but it has all the different bills in it. Does that if that makes sense.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, yeah, you can do it all as one. You don't need to do it individually.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, and then so how do I access the online?
[AGENT][NEUTRAL] Um, so online, our web address is going to be [PII]. So that's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] When you get to the web address, um, on the top right hand side you're gonna see a link there to click that says sign in.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Once you do that it takes you to the secured site um you're gonna click on new user.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the first option is I'm an individual with an APL insurance policy that would be you. It is gonna ask for your last name then, your social security number, your zip code, email, and date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, then once you click next, you should be able to then create your username and password. Once you get logged in, uh, you can't miss it. There's a green button under my claims. It'll say upload files. That's where it'll start the claim to download your uh information.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Um, do you have a secondary policy with us? Is that what you have?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so the only other thing that you'll want and need with this is a claim form. Now the claim form can be located um on the home page where you click that sign in option. If you pan kind of left on that page you'll see a link there that says claims and forms.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's where you can download the claim form. It's just important on this page once you click claims and forms you need to just keep scrolling down until you see the first claim form which is accident, and they're in alphabetical order. There's a couple different pages so just make sure you scroll down.
[CUSTOMER][POSITIVE] OK. All right. Thank you so much.
[AGENT][POSITIVE] Yeah, you're welcome. Anything else?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] All right. Have a good day.