AccountId: 011433970860
ContactId: 766bb6ef-1275-4d75-9f4d-0a45452d463e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 350899 ms
Total Talk Time (AGENT): 142057 ms
Total Talk Time (CUSTOMER): 88546 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/766bb6ef-1275-4d75-9f4d-0a45452d463e_20250428T18:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, I'm calling cause I need to file a claim on my policy, and I'm trying to do register online and I do not know our group.
[AGENT][NEUTRAL] OK, um, this is for your individual policy?
[CUSTOMER][NEUTRAL] Well, it's, we're in a group policy at work, so, but it's for my policy, yeah.
[AGENT][NEUTRAL] OK, um, so you're trying to create an account online, right?
[CUSTOMER][NEUTRAL] Yeah. Mhm.
[AGENT][NEUTRAL] Got you. OK, so what you would do, you wouldn't have to enter in um your group number uh that you would select the top option that says that you're an individual, um, but we can go ahead and get your policy pulled up because the information you entered does have to match what we have in our system so we can go through and verify all of that is correct as well.
[CUSTOMER][NEUTRAL] OK. Yeah.
[AGENT][NEUTRAL] OK, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Thank you. And then do you have your policy number?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Um, OK, I can start using your social.
[CUSTOMER][NEUTRAL] Yes, that's fine um [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] Alright, and I'm just gonna verify some information really quick. [PII], 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][POSITIVE] Perfect. Last thing I need is the email address that we've got on file for you. uh, looks like it is an iCloud account.
[CUSTOMER][NEUTRAL] So it's [PII].
[AGENT][POSITIVE] Perfect thank you so much for verifying all of that [PII]. OK uh so are you to where you can uh go ahead and try setting up the account while we're on the phone?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK awesome yeah so just on that website you of course would go to new user and it would be that top option that says I'm an individual.
[CUSTOMER][POSITIVE] We can definitely do that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright I see it right here.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] So pasta one day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] And all of the information that you entered here does have to match what we have, so the email for example you would have to put in this iCloud account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and on the part where it's asking me for my user name.
[AGENT][POSITIVE] Awesome, OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm just waiting for it to, OK, so your account has been selected successfully created log in.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I'm in there. OK. So where?
[AGENT][POSITIVE] Awesome, OK.
[AGENT][NEUTRAL] Yeah there should be an option uh you'll see uh a little box that says uh where you can upload documents and that's where you would file claims um depending on which claim or which policy this is for of course that's the, uh, claim form that you would fill out so you've got a cancer, critical illness and accident.
[CUSTOMER][NEUTRAL] OK. I think it's the cancel one that.
[AGENT][NEUTRAL] Uh, we'll also
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] But I don't know. I think it's to cancel one, but I don't know.
[AGENT][NEUTRAL] Sure, um, what, what was the claim that you're trying to file? What was it for?
[CUSTOMER][NEUTRAL] I did my uh
[CUSTOMER][NEUTRAL] Uh, what's it called? I did my annual checkup with the doctor. I went and got my, um, pap smear and all the things, and I was just, that's what I was trying to follow under.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, right, OK, so yeah, Pap smear would be covered under a wellness exam or a preventative diagnostic, so that would be under your cancer policy. Um, I will also let you know, uh, just while we're on the phone that our website, especially as far as filing claims, it does not have support for mobile devices at this time, so it would have to be done on a desktop or a laptop computer.
[CUSTOMER][NEUTRAL] OK, yeah, that's fine.
[AGENT][NEUTRAL] OK, all right, did you have any other questions for me? Any anything else I can help you with?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] No, that'll be it. Thank you so much.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.