AccountId: 011433970860
ContactId: 7b425b72-eb03-45ca-a30e-55a8d2b8f515
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1147630 ms
Total Talk Time (AGENT): 480676 ms
Total Talk Time (CUSTOMER): 153715 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/7b425b72-eb03-45ca-a30e-55a8d2b8f515_20250429T19:51_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, I'm trying to file a UB40 form.
[AGENT][NEUTRAL] UBO4?
[CUSTOMER][NEUTRAL] Yeah, that one.
[AGENT][POSITIVE] OK. Uh yes, sir. How can I help you today?
[CUSTOMER][NEUTRAL] Well, I tried to go on the uh.
[CUSTOMER][NEGATIVE] The website link and it's not recognizing any of my information.
[AGENT][NEUTRAL] OK, so you were trying to set up your profile in the portal, but it's giving you an error message?
[CUSTOMER][NEUTRAL] And I here.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, sir, I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] My name's [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And Mr. [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and your policy number, please?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] ZZ 0584798
[AGENT][NEUTRAL] No, that's not an APO policy number. Do you have a, an ID?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Let me get my card out.
[AGENT][NEUTRAL] No I'm not sure. OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, what would the policy number look like?
[AGENT][NEUTRAL] OK, so does your card say American Public Life on the front of it?
[CUSTOMER][NEUTRAL] Allied
[AGENT][NEUTRAL] OK, so, um, that's a different company. Yes, sir. I'm not with Allied, I'm with American Public Life.
[CUSTOMER][NEUTRAL] My number.
[CUSTOMER][NEUTRAL] OK, then I don't have my number.
[AGENT][NEUTRAL] OK, is it through your employer that you have our coverage with APL?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. What is your full social security number, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. One moment, let me see if I can locate your information.
[AGENT][NEUTRAL] OK, and Mr. [PII], I will have to verify several things with you first for security and also any information that is provided would be a verification of benefits and not a guarantee of payment. So first off, if you'll please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, we have something different for mailing, we have something different.
[CUSTOMER][NEUTRAL] The [PII] [PII].
[CUSTOMER][NEUTRAL] For mailing of the [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Uh, the phone number that we have on file for you is the same as the one that you gave me, so that is the best contact number we should have, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright thank you and lastly your email address and this does appear to be your work email.
[CUSTOMER][NEUTRAL] Um, I don't have a work email, but my, uh, regular email is [PII].
[AGENT][NEUTRAL] OK, now.
[AGENT][NEUTRAL] OK, so they did provide us an email address for your employer?
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] For work.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Which one do you want?
[AGENT][NEUTRAL] Well, I need for you to first to verify what the work email address is.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Don't know.
[CUSTOMER][NEUTRAL] I wouldn't know which email to give to you.
[CUSTOMER][NEUTRAL] I don't have I mean they say we have one but I've never set it up. I don't have a personal work email.
[AGENT][NEUTRAL] OK, so since I have verified your full social, uh, what is your email address that you would like to have on file?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] ML
[CUSTOMER][NEUTRAL] 72
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright, so when you were on the website for the online service center portal, were you trying to use your personal email and setting it up or your physical zip code?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah my personal email.
[AGENT][NEUTRAL] OK, so if you want to try now that it has been updated to your personal, but for security reasons you would have had to have entered your work email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well see I don't even know what that is.
[AGENT][NEUTRAL] With the online service center you said that it wasn't recognizing your information?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] So you were on
[CUSTOMER][NEUTRAL] So try try it now.
[AGENT][NEUTRAL] Yes sir uh huh, go ahead and see if it'll allow you to set it up now that I have updated your information.
[AGENT][POSITIVE] And I can also email you a user guide, Mr. [PII] that explains how to set up the profile and it also explains the different uses.
[AGENT][NEUTRAL] That you uh things that you can do within the portal once you set that up if you would like for me to email that to you I can.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I would appreciate it.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] And then you're gonna be filing a claim, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and you're gonna be filing that on your, which policy?
[CUSTOMER][NEUTRAL] Uh, I guess it'd be health insurance.
[AGENT][NEUTRAL] Your hospital indemnity? OK, and do you also have the claim form to complete?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] All I got is what I have I got from the hospital.
[AGENT][NEUTRAL] OK, so I can if you'll give me a moment I'll also include the claim form which does also have instructions on it for exactly, you know what you need to submit with your claim for review so give me just a moment.
[AGENT][NEUTRAL] And I'll attach that along with the user guide for the portal.
[CUSTOMER][NEUTRAL] Hey.
[AGENT][NEUTRAL] And the email that you're gonna receive from me will come from [PII].
[AGENT][NEUTRAL] And I will put APL in the subject line for you, Mr. [PII], so that you can recognize that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you should be receiving that in less than 5 minutes. I don't think that it will go to your junk or spam folder, but if you haven't seen it in your regular inbox in just a few minutes, you might want to check one of those other folders if we've not emailed you before.
[AGENT][NEUTRAL] And I'm sure we probably haven't since we had the work email on file.
[AGENT][POSITIVE] And that will give you all of the information you need.
[CUSTOMER][POSITIVE] All righty.
[AGENT][POSITIVE] OK, so I have just sent that to you. So yes, sir, you should be having, you should be receiving that any time now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Well, is there anything else that I can help you with at the moment?
[CUSTOMER][NEUTRAL] Not at the moment.
[AGENT][POSITIVE] OK. Well, thank you so much then for calling APL. Were you able to get farther than you were before?
[AGENT][NEUTRAL] Or do you, have you tried yet?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, I tried but it wouldn't let me go any further.
[AGENT][NEUTRAL] And you used your uh zip code for your PO box?
[CUSTOMER][NEUTRAL] So I don't know.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yeah, I might need to change that. No, I use it for my.
[CUSTOMER][NEUTRAL] Mailing address. Let me try the PO box.
[AGENT][NEUTRAL] You have, yes, so no, so you, yeah, your mailing address is what we show for the PO box is where you receive mail.
[CUSTOMER][NEGATIVE] Yeah, it's not letting me do it.
[AGENT][NEUTRAL] OK, so let's, are you doing this from a computer or from your phone?
[CUSTOMER][NEUTRAL] My phone
[AGENT][NEUTRAL] OK, that may be part of the problem you may have to set it up from a computer.
[AGENT][NEUTRAL] But on that first again the instructions are all gonna be in that user guide but are you selecting new user and then I am an individual.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Do
[AGENT][NEUTRAL] Mr. [PII], did you, did you hear me on that last question?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, so on the very first screen you select new user.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Then you select I'm an individual with an APO insurance policy and click next.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] Then on that screen you're gonna use, you're gonna fill in all that the 5 boxes with that requested information and your zip code will need to be the one for the PO box, your personal email address, your full social.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And then once you have all that filled in, click next.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] Yep, still not letting me do it.
[AGENT][NEUTRAL] OK. So again, uh, I can do like a test to see what I'm getting.
[AGENT][NEUTRAL] When I try to do it from my computer.
[AGENT][NEUTRAL] Cause it may be your phone, so give me just a moment.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] And you did say your PO box is [PII] it's for the zip code, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so for some reason, give me just a moment, it did not, I think I know let me.
[AGENT][NEUTRAL] For some, hold on. Bear with me just a minute, Mr. [PII]. It didn't retain your personal email, so give me one second.
[AGENT][NEUTRAL] OK, and again you said that your personal email was [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I know all, all of a sudden, my system has decided it's gonna take a minute to think about it, so bear with me.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] I'm sorry, Mr. [PII], one of my screens completely closed out, so give me just a moment.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I bring the there.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEGATIVE] OK, Mr. [PII], for some reason I'm having uh a system issue internally. My screens are freezing and
[AGENT][NEGATIVE] Then, then my screen is totally shutting down. Uh, give me just a moment.
[AGENT][NEUTRAL] OK, so what I'm gonna probably have to do, for whatever reason, um, Mr. [PII], I'm still not able to change this. It's because my system is not allowing me to do it. If you will give me just a few minutes, I will try to restart my entire system, see if that corrects it. I'm gonna try one more time while we're on the phone, but if not, would it be OK if I do that and then try and call you back?
[AGENT][NEUTRAL] Because it's not gonna let you do it until I can get this email changed to your personal email.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Well for my computer.
[CUSTOMER][NEUTRAL] Yeah, whatever you need to do.
[AGENT][NEUTRAL] I'm fixing to try it one more time.
[AGENT][NEUTRAL] And give me your personal email one more time, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. ML 72.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so we change it let it, uh, let me do it then. So try one more time to see if it can do it now that it has actually retained.
[AGENT][NEUTRAL] The updated information?
[CUSTOMER][POSITIVE] All right, you got a new screen now.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I guess I'm, I'm further along.
[CUSTOMER][NEUTRAL] Yeah, now uh create your account.
[AGENT][NEUTRAL] OK, so that's where you're gonna create your username password and all that, OK, so good, so yes.
[CUSTOMER][NEUTRAL] Yada yada yada.
[CUSTOMER][NEUTRAL] Right.
[AGENT][POSITIVE] Sounds like you're on the right track. And you should have that email for me as well, Mr. [PII].
[AGENT][NEUTRAL] Bye now.
[CUSTOMER][POSITIVE] Yeah, it's here. I got it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, is there anything else that I can help you with at the moment?
[CUSTOMER][NEGATIVE] Uh, no, I don't think I'm good now as long as I can move forward.
[AGENT][POSITIVE] OK, well, thank you for your patience in allowing me to, to uh be able to update your information.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] OK. Well, you're welcome and thank you for calling APL. I hope you have a very nice evening.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Mhm. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.