AccountId: 011433970860
ContactId: 7f6bc318-f718-42b6-abc4-849fc934f5e9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 4682160 ms
Total Talk Time (AGENT): 1472993 ms
Total Talk Time (CUSTOMER): 2046318 ms
Interruptions: 8
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/7f6bc318-f718-42b6-abc4-849fc934f5e9_20250128T16:15_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, uh, I have not, I'm not, can't find my, uh.
[CUSTOMER][NEUTRAL] My uh user name or password.
[CUSTOMER][NEUTRAL] I got my policy number.
[AGENT][NEUTRAL] OK, what is your, sure, give me your name first, sir.
[CUSTOMER][NEUTRAL] Can you help me with that?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, and you say you do or do not have your policy number?
[CUSTOMER][NEUTRAL] I do have it 4,451,110.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] [PII], can you verify your date of birth and mailing address for me?
[CUSTOMER][NEUTRAL] Yes, uh, my date of birth is [PII] and my mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code there?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, what's your email address on file?
[CUSTOMER][NEUTRAL] I'm not sure. I, uh, I think it's [PII].
[AGENT][NEUTRAL] OK, that's what we do show um on file and thank you for verifying OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I've retired, I retired and I, I use my work email for a while, so I, I wasn't sure.
[AGENT][NEUTRAL] OK. How can we help you today, Mr. [PII]?
[CUSTOMER][NEUTRAL] I, I, I need to I need to come up with a user name and a password.
[AGENT][NEUTRAL] Are you trying to create an online account?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just want, I, I have a can you answer some questions for me?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh, I was diagnosed 4 years ago with Bell's palsy.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] And I went to a specialist at the University of Alabama Birmingham and he's one of the best in the South and he said I did not have Bell's palsy that I've got a tumor on that uh gland that controls your side of your face and I have, I have lost all control over that side and he wants to go in and do it or he is going to go in and do a uh biopsy.
[CUSTOMER][NEUTRAL] So do, do I wait and see what happens to, uh, or do I give it the hospital year this uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] A for or what I do?
[AGENT][NEUTRAL] So is it a cancer policy that you have?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, so then it would need to be a positive diagnosis of cancer to be covered under this policy. So I would, I mean, you would know that until after the biopsy is done.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] Yeah, and so did you say you're trying to create an online account earlier?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yes. And when I put in uh [PII] 10, uh, email, it came back and said it doesn't exist.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, hold on one second.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] So maybe I need to go be a new user or something. I have, I haven't had but a couple of times.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] I got you. Let me first see if you have an open an active account. If not, then yes, you would click on the new user tab.
[AGENT][NEUTRAL] Yeah, you do not have an account currently set up, so instead of clicking the log in tab, click the new user tab.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you will select which role best describes you.
[AGENT][NEUTRAL] Which would be that first one.
[CUSTOMER][NEUTRAL] I guess I'm an individual.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] And then click next.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And so enter your last name, is it [PII]?
[CUSTOMER][NEUTRAL] Yes it is.
[AGENT][NEUTRAL] OK, and it's asking for your social security number. I don't show you have a member ID number.
[CUSTOMER][NEUTRAL] OK, so I put my my entire social security number in.
[AGENT][NEUTRAL] Social, yes sir.
[CUSTOMER][NEUTRAL] I'm a social.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the residential zip code that you verified. Mhm.
[CUSTOMER][NEUTRAL] And my zip code.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the email address that you verified.
[CUSTOMER][NEUTRAL] Right, I did that right and then I go uh 02.
[AGENT][NEUTRAL] And then your
[AGENT][NEUTRAL] Your date of birth?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]. OK, and go next.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] It said no user was found.
[AGENT][NEUTRAL] Repeat your email address for me again spell it out for me.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so that's what we have.
[CUSTOMER][NEUTRAL] Oh, I think other than that, I think I see my problem, uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I got, I, I instead of saying [PII], I said, uh no, it still said, I didn't, uh, it had R [PII] Should that uh this capital letters, should I go back and capitalize [PII]?
[AGENT][NEUTRAL] Yeah, just as you would write it, [PII]
[CUSTOMER][NEUTRAL] I did[PII], so I see [PII] that.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] That might be my problem.
[CUSTOMER][NEGATIVE] They still said no user was no information.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Please try again.
[AGENT][NEUTRAL] What did you enter as your social security number?
[CUSTOMER][NEUTRAL] I wait
[CUSTOMER][NEUTRAL] Yeah, let me do it again.
[CUSTOMER][NEUTRAL] Oh yeah, uh,
[CUSTOMER][NEUTRAL] It went all right and it's called the username. I had, I mis I missed uh I missed a letter on my.
[CUSTOMER][NEUTRAL] On my email.
[AGENT][NEUTRAL] OK, OK, so now it's giving you the option to create a username and password, correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so I'll give you a minute to do that um, your username needs to be totally different than your email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I got so many username passwords.
[CUSTOMER][NEUTRAL] Hey, uh, and I'm gonna write it on. I've got your, uh, booklet, uh, so I'll write it on that, so I'll know next time. So it needs to be different than, uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Then my uh.
[CUSTOMER][NEUTRAL] That I that what I have, does it say one lower case.
[CUSTOMER][NEUTRAL] 11 OK alright.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, so, yeah, one lower case.
[AGENT][NEUTRAL] One uppercase.
[AGENT][NEUTRAL] Um, and then it requires one symbol.
[AGENT][NEUTRAL] And I think it gives you instructions as to which symbols are accepted.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yes, it does. Stars accepted.
[AGENT][NEUTRAL] And just use
[AGENT][NEUTRAL] Yeah just use one and then just use one number.
[CUSTOMER][NEGATIVE] Oh, that's a wrong.
[CUSTOMER][NEUTRAL] One number
[AGENT][NEUTRAL] Yeah, so just use one number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I wonder if I had enough.
[AGENT][NEUTRAL] And so you m[PII] as far as characters, do you have enough characters?
[CUSTOMER][NEUTRAL] I, I, I had 6. Do I need more than that?
[AGENT][NEUTRAL] Uh, give me one second. Let me double check. I think that would be fine, but give me a second. I'll verify that.
[AGENT][NEUTRAL] OK, go ahead and try, try what you have.
[CUSTOMER][NEUTRAL] And put a password in.
[AGENT][NEUTRAL] And then at, you know, created a password.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Taking all your day on it.
[AGENT][NEUTRAL] Oh, you're fine.
[AGENT][POSITIVE] Not a problem.
[AGENT][NEGATIVE] It says it should be an 88 character minimum.
[CUSTOMER][NEUTRAL] For the username or the password?
[AGENT][NEUTRAL] 4.
[AGENT][NEUTRAL] For the password.
[AGENT][NEUTRAL] Yeah, hold on one second. I'm confusing myself. Give me a second.
[CUSTOMER][NEUTRAL] I stay that way.
[CUSTOMER][NEUTRAL] I'm president of that club.
[CUSTOMER][NEUTRAL] You're not in [PII] anymore, are you?
[AGENT][NEUTRAL] Yes, you mean our company our company?
[CUSTOMER][NEUTRAL] Oh you are?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Well, for some reason, I, I marked through that and it said [PII]. I wrote there in [PII].
[AGENT][NEUTRAL] I'm sorry, what was it that you did?
[CUSTOMER][NEGATIVE] I, I, I, uh, on my, on my feet here, when I, the last time I talked with y'all, I, I scratched out, uh.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII], [PII], and I, and I roll in, uh, [PII], [PII].
[AGENT][NEUTRAL] Well, that's where claims are to be mailed to to [PII].
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[AGENT][NEUTRAL] Mhm and go ahead and go ahead and try um creating that account with the information that you have.
[CUSTOMER][NEUTRAL] OK, I gotta go to email now.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, I've done all that. I go to next.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Alright it says username must be 1 to 20 characters has a small letter.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The the username?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Underscore and dash it said, so I need both of those.
[AGENT][NEUTRAL] OK, tell me again what it says.
[CUSTOMER][NEUTRAL] It says uh please enter a valid username. uh username must be.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] 1 to 20 characters and may contain a combination of A to Z, capital A to Z.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 00 to 9.
[CUSTOMER][NEUTRAL] Underscore and dash.
[AGENT][NEUTRAL] OK, so do you have a symbol in there anywhere?
[CUSTOMER][NEUTRAL] Yes, I have a star and a num excuse me, excuse me, and a number.
[AGENT][NEUTRAL] Issar one of the ones that they say you can use?
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] Or the asterisk.
[AGENT][NEUTRAL] It's the asterisk.
[CUSTOMER][NEUTRAL] Uh, it's a star, so.
[CUSTOMER][NEUTRAL] Uh, I don't see what it tells me that, uh,
[AGENT][NEUTRAL] What symbols does it, does it list there?
[CUSTOMER][NEGATIVE] It doesn't list any. I saw it earlier when I was putting it uh.
[AGENT][NEUTRAL] You know, it should be either um a dollar sign, um and at sign.
[CUSTOMER][NEUTRAL] It says let's say here, one symbol dollar sign. OK, I'll go back and use the dollar sign.
[AGENT][NEUTRAL] Yeah, and just use one, don't use more than one symbol, just one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] It still say, I say.
[CUSTOMER][NEUTRAL] I push, uh, let's say I push next.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And it won't, it won't do anything.
[AGENT][NEUTRAL] It's not circling or anything?
[CUSTOMER][NEUTRAL] I got, I got.
[CUSTOMER][NEUTRAL] I got 4
[CUSTOMER][NEUTRAL] I got 4 letters, one of them's capital. I got a $1 mark and another.
[AGENT][NEUTRAL] OK, so that's 6. It said that it has to be.
[AGENT][NEUTRAL] Um, at least 8.
[AGENT][NEUTRAL] Characters.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So just add 2 more characters.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Two more letters.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you do have at least one symbol?
[AGENT][NEUTRAL] And one number?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have yeah.
[CUSTOMER][NEUTRAL] Let me do that and uh.
[CUSTOMER][NEUTRAL] Let me write it down so I'll know next time.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm used to pencil and paper.
[AGENT][NEUTRAL] Right
[AGENT][POSITIVE] Exactly.
[CUSTOMER][NEUTRAL] Alright, let me go, then we go to next and see what happens.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Still won't go through.
[AGENT][NEUTRAL] There was a, a little after you did that at the bottom it says I have read and accept the terms and used. Did you put a little check in that box?
[CUSTOMER][NEUTRAL] 00.
[CUSTOMER][NEUTRAL] Yeah, it's a check on it.
[CUSTOMER][NEUTRAL] I did it again.
[CUSTOMER][NEUTRAL] Yeah, I checked that.
[AGENT][NEUTRAL] And what is it saying now?
[CUSTOMER][NEUTRAL] Uh, please enter a valid username, must be 1 to 20 characters.
[CUSTOMER][NEUTRAL] And may contain any combinations, little letters, big numbers, older 9, underscore, and dash.
[AGENT][NEUTRAL] So this is for your username?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, what do you have as your username?
[CUSTOMER][NEUTRAL] Uh, [PII], I spell [PII] then [PII] and [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] That's right, that's right.
[AGENT][NEUTRAL] Yeah, that's 8. Let me see.
[CUSTOMER][NEUTRAL] I only got 6. You think I need more?
[CUSTOMER][NEUTRAL] Letters, I only got 6.
[AGENT][NEUTRAL] Well, it says 8 character, OK, so.
[CUSTOMER][NEUTRAL] Let me put in another letter.
[AGENT][NEUTRAL] Because I'm thinking 8 characters to me means between the symbols and the numbers is 8 characters, but 12345. So right now you have 6 letters.
[AGENT][NEUTRAL] Yeah, add one more letter.
[AGENT][NEUTRAL] See 1234567. OK, so you have 8 characters to me. I think that should work.
[AGENT][NEUTRAL] But add
[CUSTOMER][NEUTRAL] OK, I did that. I added two more letters. Let's see what happens.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm writing this down in my book because I don't know.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] Did you create a password?
[CUSTOMER][NEGATIVE] It still won't go.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so your password is private.
[CUSTOMER][NEGATIVE] Still don't go through.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] And then when you get the message it specifically says it's it speaks to your username.
[CUSTOMER][NEUTRAL] It says please enter a valid user name.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now the underscore and dash that's, that's in the combination, right? That's not something you have to do, right?
[AGENT][NEUTRAL] Well, when you look at the symbols, it, it doesn't give an underscore.
[AGENT][NEUTRAL] Um, try using you're using the dollar sign.
[CUSTOMER][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] I did.
[AGENT][NEUTRAL] Try
[CUSTOMER][NEUTRAL] And I use one
[CUSTOMER][NEUTRAL] One number
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It said [PII].
[AGENT][POSITIVE] Yes, that should be fine.
[AGENT][NEUTRAL] You have one upper case.
[CUSTOMER][NEUTRAL] But it, it, it says that a user name, so it must be something there.
[AGENT][NEUTRAL] Yeah, it's your username.
[AGENT][NEUTRAL] But that's 8 characters, 12345678.
[AGENT][NEUTRAL] Oh, you know what? I'm looking at the email.
[CUSTOMER][NEUTRAL] It doesn't say in there. It doesn't say in there. It doesn't say how many, uh.
[CUSTOMER][NEUTRAL] How many characters I need, it just says 1 to 20.
[AGENT][NEUTRAL] Yeah, actually I'm looking at the criteria for the password and not the username.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's my error. Sorry about that. Um, so it does not appear to be your, so.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Just just do letters to your username.
[CUSTOMER][NEUTRAL] Just letters
[AGENT][NEUTRAL] Just, just letters.
[AGENT][NEUTRAL] And let's see what happens.
[CUSTOMER][NEUTRAL] It went through then.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It says, uh, uh, we'll say the password for my account. So on my username, I just got the letters, no symbols are.
[AGENT][NEUTRAL] I know
[AGENT][NEGATIVE] Removed
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, I use the symbols in the password.
[AGENT][NEUTRAL] That's fine.
[AGENT][NEUTRAL] Yes, it is required in the password and did you say that it did it, you said it went through?
[CUSTOMER][NEUTRAL] Yes, I'm on the next page, uh.
[CUSTOMER][NEUTRAL] It says, well,
[CUSTOMER][NEUTRAL] It says, oops, there's been an error. We're experiencing technical difficulties. Please contact customer service [PII]. Option 4.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] And so you're in the right, you're in the right place now so back out of the website altogether.
[AGENT][NEUTRAL] And then log back in.
[CUSTOMER][NEUTRAL] Go
[CUSTOMER][NEUTRAL] Go back out
[AGENT][NEUTRAL] Go out and then when you go back in there click the log in button instead of the new user click the log in button.
[AGENT][NEUTRAL] Because on my end I'm showing that your account is still pending activation.
[AGENT][NEUTRAL] Let's see what it tells you.
[CUSTOMER][NEUTRAL] OK, I want to put in uh [PII].
[AGENT][NEUTRAL] For what?
[AGENT][NEUTRAL] Oh, the web, it's secured [PII] E [PII] D.
[CUSTOMER][NEUTRAL] To get back in
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, so I need to go back and redo that secured.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] With any capitals
[AGENT][NEUTRAL] Secured. [PII].
[CUSTOMER][NEUTRAL] And it goes to the uh.
[CUSTOMER][NEUTRAL] It goes to the.
[CUSTOMER][NEUTRAL] It goes to the web page.
[AGENT][NEUTRAL] Right, and so do you see the log in and then the new user tab?
[CUSTOMER][NEUTRAL] I don't see it. Uh, let me say it mostly down some, uh.
[AGENT][NEUTRAL] Should be on online service center welcome.
[AGENT][NEUTRAL] Home page.
[CUSTOMER][NEUTRAL] Online service center.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, I, I click that.
[AGENT][NEUTRAL] Is that what it
[AGENT][NEUTRAL] No, no, no, I'm saying is that what it says when you get to that first page on the website?
[CUSTOMER][NEUTRAL] OK, since I'm an individual and.
[AGENT][NEUTRAL] OK, back out because you.
[CUSTOMER][NEUTRAL] It also circles I'm an employee.
[AGENT][NEUTRAL] Yeah, you've already done that. I want you to click not the user, not the new user tab, click on the login tab.
[CUSTOMER][NEUTRAL] But uh
[CUSTOMER][NEUTRAL] OK, that's just I find that.
[AGENT][NEUTRAL] Did you click on a new user tab where it ask you for the role that best describes you?
[CUSTOMER][NEUTRAL] I'm, I'm trying to now, let's say, let's say, uh.
[AGENT][NEUTRAL] The log in tab is right to the left of the new user tab.
[CUSTOMER][NEUTRAL] Well, it's got, uh, it's got new user tag, uh.
[CUSTOMER][NEUTRAL] And what not, let's say.
[CUSTOMER][NEGATIVE] It's in blue, and when I try to click on the user, it, it won't go anywhere.
[AGENT][NEUTRAL] OK, do you see a, a, a log in tab?
[AGENT][NEUTRAL] It just says log in.
[CUSTOMER][NEUTRAL] I do not.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Tell me the where where you are, what website are you on? Spell it out for me.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Custom uh cus C C S T S V C.
[AGENT][NEUTRAL] [PII]'s
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Give me that address again.
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] That's not it.
[CUSTOMER][NEUTRAL] OK, go back.
[AGENT][NEUTRAL] Go back.
[AGENT][NEUTRAL] And type in
[CUSTOMER][NEUTRAL] Uh, that's just for that.
[AGENT][NEUTRAL] You're gonna type in
[CUSTOMER][NEUTRAL] That's just a
[AGENT][NEUTRAL] Is it letting you go back?
[CUSTOMER][NEUTRAL] It won't let me, uh.
[AGENT][NEUTRAL] So just X out of it.
[CUSTOMER][NEUTRAL] OK, I'm back on that page it said uh.
[CUSTOMER][NEUTRAL] When you use the select the statement which massive describes your relationship, and I'm an individual with APL insurance policy.
[AGENT][MIXED] OK, but don't click on that one click on the one that says log in.
[CUSTOMER][NEUTRAL] And it's, it's
[CUSTOMER][NEUTRAL] Don't
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] So when you click on the one that says new user, it'll say which role best describes you.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so to the left of the new user tab there should be one that says log in and it should be a deep blue, the color should be deep blue.
[CUSTOMER][NEUTRAL] New user
[AGENT][NEUTRAL] you want just log in, just log in.
[CUSTOMER][NEUTRAL] I'll log in.
[CUSTOMER][NEUTRAL] I, when I, uh, I was on step one, like you were saying, and it's got two, I'm an individual and it is selected and then the next one says I'm an employee or group.
[CUSTOMER][NEUTRAL] And, and it's likely, but I'm not, but I can't get out of that. I.
[AGENT][NEUTRAL] You're just gonna select the first one, just the first one, highlight the first one. I am an individual.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I did.
[AGENT][NEUTRAL] That's it, that's it. OK, and click next.
[CUSTOMER][NEUTRAL] Well,
[AGENT][NEUTRAL] And so you've already partially set up your account so that's what I'm saying you should not be on the new user tab.
[AGENT][NEUTRAL] There should be a log in tab to the left of the new user tab.
[CUSTOMER][NEUTRAL] The only thing I say next is [PII].
[CUSTOMER][NEUTRAL] [PII]. When I, when I say this, when I, when I highlight
[AGENT][NEUTRAL] Click on that
[CUSTOMER][NEUTRAL] Oh shoot, I don't know what I did, uh.
[AGENT][NEUTRAL] Oh, OK. Do this for me.
[CUSTOMER][NEUTRAL] It, it says.
[CUSTOMER][NEUTRAL] It, OK.
[AGENT][NEGATIVE] Do this for me just X out of the application that you're in now, just X all the way out of it.
[AGENT][NEUTRAL] There should be an X somewhere at the top right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, now you're going, you're going to start all over again and in your search engine you're gonna enter [PII].
[CUSTOMER][NEUTRAL] OK, I did.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Dot
[AGENT][NEUTRAL] A M as in Mary.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and now, now I've got uh.
[CUSTOMER][NEUTRAL] Alright, it comes up it says uh.
[CUSTOMER][NEUTRAL] Well,
[AGENT][NEUTRAL] What does it say on that page?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It it goes to your website again and uh.
[AGENT][NEUTRAL] Tell me what's on, read to me what's on that page.
[CUSTOMER][NEUTRAL] And it's got
[CUSTOMER][NEUTRAL] It's got your uh your, your.
[CUSTOMER][NEUTRAL] It's got a picture of your boss, I guess. Uh, it's got, uh, provider resources help center, online service center.
[CUSTOMER][NEUTRAL] Uh, comprehensive solution, uh, I don't see log in anywhere.
[AGENT][NEGATIVE] Yeah, that's not the, that's not the home page.
[CUSTOMER][NEUTRAL] On that
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So tell me, what did you type in in your search engine?
[CUSTOMER][NEUTRAL] Uh, what, just what you told me to do.
[AGENT][NEUTRAL] Can you repeat it back to me?
[CUSTOMER][NEUTRAL] Yeah, I tell you, let me, let me do it again, [PII]. I don't need to do a capital letter, do I?
[AGENT][NEUTRAL] No.
[CUSTOMER][POSITIVE] I secured.
[AGENT][NEUTRAL] Can you spell it out for [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] Now what was all the
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] M as in Mary.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] You
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Dot
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I do, now what was after that? I'm sorry.
[AGENT][NEUTRAL] After, after [PII]
[CUSTOMER][NEUTRAL] I got, I got [PII].
[AGENT][NEUTRAL] OK. [PII], yes.
[CUSTOMER][NEUTRAL] Is that right?
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And enter
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it's got OK I see and then the logins up on the top right.
[AGENT][NEUTRAL] OK, tell me what you see on the first page. What does it say?
[CUSTOMER][NEUTRAL] I see my username and the password.
[AGENT][NEUTRAL] I mean, but does it say online service center welcome?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so to the right.
[AGENT][NEUTRAL] It's, do you see the log in tab and new and then a new user tab? click on the log in tab.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what do you see when you click on the log in tab?
[CUSTOMER][NEUTRAL] Uh, it goes back to the same thing. It's got, uh, username, submit.
[CUSTOMER][NEUTRAL] Uh, online service center.
[AGENT][NEUTRAL] Is there, does it say?
[AGENT][NEUTRAL] OK, it should be a a square, a square box. OK, right, online service and welcome but now go to the right of that and it should be a square box.
[CUSTOMER][POSITIVE] So welcome.
[AGENT][NEUTRAL] With two tabs
[CUSTOMER][NEUTRAL] With log in
[AGENT][NEUTRAL] Yes, click on log in.
[CUSTOMER][NEUTRAL] OK, it goes back to that every time.
[AGENT][NEUTRAL] And when you
[AGENT][NEUTRAL] Back to what?
[CUSTOMER][NEUTRAL] Back to that online service center with the lady fixer and got my username and password.
[AGENT][NEUTRAL] Right, so enter your user does it automatically populate your username?
[CUSTOMER][NEUTRAL] I beg your pardon.
[AGENT][NEUTRAL] So in the user name field do you have to type it in or is it automatically there?
[CUSTOMER][NEUTRAL] No, it's already it's already there.
[AGENT][NEUTRAL] And is there anything in the password field?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, so you must have your show button on.
[AGENT][NEUTRAL] There's a button that show you what your password is and then if you click it again it'll just have the little dots.
[CUSTOMER][NEUTRAL] If I click submit.
[AGENT][NEUTRAL] Go ahead and click submit.
[CUSTOMER][NEGATIVE] It says invalid user name or password.
[AGENT][NEUTRAL] OK, so we know your username is OK.
[CUSTOMER][NEUTRAL] And they
[CUSTOMER][NEUTRAL] It, it, uh
[CUSTOMER][NEGATIVE] It doesn't, uh, it, now the password is gone, it's not on there again.
[AGENT][NEUTRAL] OK, how long is, how many digits is your, how many characters is your password? Is it 8 or more?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Counting the counting the uh all of it.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII] 1011, [PII] 14.
[AGENT][NEUTRAL] OK. And and of the
[CUSTOMER][NEUTRAL] You were for that.
[AGENT][NEUTRAL] And of the 14 characters, it only has one symbol and one number, correct?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] On my password.
[AGENT][NEUTRAL] And the rest
[AGENT][NEUTRAL] Yes, and the rest is letters.
[CUSTOMER][NEUTRAL] No, I didn't have a number and I did, I didn't have a, uh, yeah, I had 4 numbers.
[AGENT][NEUTRAL] OK, just use one number.
[AGENT][NEUTRAL] Just one.
[CUSTOMER][NEUTRAL] OK, and one symbol?
[AGENT][NEUTRAL] And just one symbol.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now, the I, uh.
[AGENT][NEUTRAL] And then make sure in that in the characters uh one of the letters is capitalized, just one, and then the rest can be lowercase.
[CUSTOMER][NEUTRAL] OK, let me go back and do it again. I'm not sure I capitalize the first letter.
[AGENT][NEUTRAL] Well, it could be any letter in there can be capitalized. It doesn't have to be the first one, but it'll make it easier.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me do it that way.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] And then
[AGENT][NEUTRAL] Only keep one number.
[AGENT][NEUTRAL] And just one symbol.
[CUSTOMER][NEUTRAL] OK, one number and then one symbol.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And submit.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Invalid. Did I, did I not have enough.
[AGENT][NEUTRAL] You know, it just has to be a minimum of 8 between the, the letters and the numbers and the symbols and the symbol.
[CUSTOMER][NEUTRAL] I got uh 4, I got I got 1. I got 7 letters, one number, and one symbol.
[AGENT][NEUTRAL] Right, OK.
[CUSTOMER][NEUTRAL] And it won't take it.
[AGENT][NEUTRAL] What does it say?
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] User name and username or password.
[AGENT][NEUTRAL] OK, what symbol did you use?
[CUSTOMER][NEUTRAL] Uh, dollar sign.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] You're using a number between 0 and 9.
[CUSTOMER][NEUTRAL] Yes, 7 and a dollar sign.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Man, my uh
[CUSTOMER][NEUTRAL] In my uh user name I got one capital and.
[CUSTOMER][NEUTRAL] 8
[CUSTOMER][NEUTRAL] 8 letters.
[AGENT][NEUTRAL] OK, is your username and password completely different? You're using different letters?
[CUSTOMER][NEUTRAL] Uh, well, I got.
[CUSTOMER][NEUTRAL] Let's see, I got a couple in there that's assigned.
[AGENT][NEUTRAL] You're not
[AGENT][NEUTRAL] Well what I'm saying is you're not using any part of your name.
[CUSTOMER][NEUTRAL] Yes, I'm using part of my name.
[AGENT][NEUTRAL] In both of them or just one?
[CUSTOMER][NEUTRAL] At the end.
[CUSTOMER][NEUTRAL] I use uh [PII] at the last four letters.
[AGENT][NEUTRAL] For which one, the username or password?
[CUSTOMER][NEUTRAL] Yes, username.
[AGENT][NEUTRAL] And in the password did you use any of your username letters?
[AGENT][NEUTRAL] Like your name?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, I use some letters, yes.
[AGENT][NEUTRAL] I mean, but is it like spelling out some parts of your name?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I use the name [PII]
[AGENT][NEUTRAL] OK, for your username use a totally different unrelated to your, your name.
[CUSTOMER][NEUTRAL] For the username?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So I, I need to redo that, huh?
[AGENT][NEUTRAL] Just the username.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because I think I think your username and your password is kind of related as far as the letters, some parts of your name is in both of them.
[CUSTOMER][NEUTRAL] OK, I see that. I, I.
[CUSTOMER][NEUTRAL] It's my real name spelled backwards and then I put [PII] on at the end to make it 8.
[AGENT][NEUTRAL] But that's still part of your name.
[CUSTOMER][NEUTRAL] Yes, OK, I've tried another one.
[AGENT][NEUTRAL] Even though it's backwards, so do something totally unrelated to your name as your username.
[AGENT][NEUTRAL] And your username can be just letters.
[CUSTOMER][NEUTRAL] But it's gotta be 8, right?
[CUSTOMER][NEUTRAL] Let's see 1234567. I got 8 without using a number, so that should be all right.
[AGENT][NEUTRAL] Right, but it's, uh, it's not a part, it's not your name is not in there anywhere, right?
[CUSTOMER][NEUTRAL] No, it's not.
[AGENT][NEUTRAL] And I, and I confused you earlier. The minimum of 8 characters was specific to your password.
[AGENT][NEUTRAL] Your username doesn't have to be eight letters.
[CUSTOMER][NEUTRAL] I see.
[AGENT][NEUTRAL] So I confused you there.
[CUSTOMER][NEUTRAL] OK, I've got my user name and then when I try to submit uh it won't go through.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What is it saying?
[CUSTOMER][NEUTRAL] Uh, it, it, uh.
[CUSTOMER][NEUTRAL] Let me, let me type in my password again. Maybe that's what I need to do.
[CUSTOMER][POSITIVE] I'm sorry to take out for all your time.
[AGENT][NEUTRAL] Oh, you're fine.
[CUSTOMER][NEUTRAL] Uh, I'm gonna go back and look at it too and make sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] OK, I've done that and I'm gonna submit. Shoot, it still said it's invalid.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] What do you have as your username?
[CUSTOMER][NEUTRAL] I, I, I coach basketball at a community college down here and I, and we were the sun chief, so I put sun chief in there.
[CUSTOMER][NEGATIVE] It doesn't have anything to do with my name.
[AGENT][POSITIVE] OK, that's good. And.
[CUSTOMER][NEUTRAL] And the, and my password is my grandson, [PII] [PII] old, and a dollar sign. [PII].
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII], I'm sorry, [PII] in his age.
[AGENT][NEUTRAL] And you have one upper case and the rest are lower case letters?
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] And the username
[CUSTOMER][NEUTRAL] All right, now, I see what I've done. Let me, I got, uh, it took my old one.
[CUSTOMER][NEUTRAL] Let me redo it.
[AGENT][NEUTRAL] What do you mean it took your old one?
[CUSTOMER][NEUTRAL] You know, we changed it.
[CUSTOMER][NEUTRAL] Uh, one
[CUSTOMER][NEUTRAL] One of the uh
[CUSTOMER][NEUTRAL] One of the others I put in is a password.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] I retyped the username and I retyped the uh.
[CUSTOMER][NEGATIVE] Password and it still won't take it. It says invalid. I tried to redo both of them.
[AGENT][NEUTRAL] OK, which one is invalid?
[CUSTOMER][NEGATIVE] It says invalid user name or password. It didn't tell me which one.
[CUSTOMER][NEUTRAL] I got one capital.
[CUSTOMER][NEUTRAL] And I got 8 letters in my username.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And on my password I've got uh.
[CUSTOMER][NEUTRAL] I've got uh a cap.
[CUSTOMER][NEUTRAL] A number
[CUSTOMER][NEUTRAL] And a dollar sign.
[CUSTOMER][NEUTRAL] I got [PII] and a dollar sign.
[CUSTOMER][NEGATIVE] And I got, uh, [PII] is my username and when I tried to put when I submitted it, goes back invalid.
[CUSTOMER][NEUTRAL] Should I change my password again?
[CUSTOMER][NEUTRAL] Try something different.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] And, and when you change your password, you don't have to give me your password, um, because that should be private.
[AGENT][NEUTRAL] But separate the symbol and the dollar sign, which whichever you choose, put one at the beginning, then your letters and put 1 at the end.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And see what happens.
[AGENT][NEUTRAL] Because it's 8, it's a minimum of 8 characters already.
[AGENT][NEUTRAL] So it's not that you're using a required symbol.
[AGENT][NEUTRAL] And you're using a number?
[AGENT][NEUTRAL] So I'm not sure what
[CUSTOMER][NEGATIVE] OK, that didn't work either that didn't work either.
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] OK, let's do this. Um, I have your callback number, [PII]. Let's let the system rest for a second, log all the way out of there, and we're going to wait. Do you have any time later on that we can try again?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, uh,
[CUSTOMER][NEUTRAL] Let me do this one time, uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, uh, I'm gonna type it in again.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I got, I got the uh I got the symbol first and then his name and then another. I almost submit that and it says it's not.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Well, I, I'm, we, I got to go back to UAV, uh, I, I, I did the, uh.
[CUSTOMER][NEUTRAL] I did the consultation yesterday and he wanted me to, uh, do a, uh.
[CUSTOMER][NEUTRAL] Uh, he wanted me to come back Wednesday, and we're 4 hours away, so we, I had to come home, get ears and everything else, and we're going back this afternoon to spend the night, but I'll be back Thursday.
[AGENT][NEUTRAL] That's fine.
[CUSTOMER][NEGATIVE] Do you want me to try you can try it. My wife says she'll try. I know you're tired of this.
[AGENT][POSITIVE] Oh no no no I I wanna make sure that you get set up in the in the system.
[CUSTOMER][NEUTRAL] Yeah, I would like to, uh, uh, we did, we went, we met with the doctor and his staff yesterday, and he's gonna do the surgery, the biopsy in February, but he wanted to do an MRI and a CAT scan tomorrow, but we were so far away, and we had to come home and go back this afternoon, spend the night because we got to be there at [PII]. We'd have to leave at [PII] to get, uh, my wife's on the line, [PII]. OK. Hi, how are you?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Hi, I'm good and I'm thinking it might be the password.
[AGENT][NEUTRAL] And so the criteria for the password, it has to be 8 characters, character minimum.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, before we start.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's make sure I'm on the right page. It's APL contact us and then help and then on the far side is log in.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEGATIVE] That's not the page I need to be on.
[AGENT][NEUTRAL] Um, it should be, it should say, um, APL, oh yeah, contact us help, and then in the body it says online service center, welcome.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, that is correct.
[CUSTOMER][NEUTRAL] OK, so I, I go to new user with the question mark.
[AGENT][NEUTRAL] Yeah let's try yeah go to the new user we were doing log in before but go to new user.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then select
[CUSTOMER][NEUTRAL] It said
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I get, I get a little box that says save password. Microsoft Edge will save this password to your Microsoft account. Do I say got it or not now?
[AGENT][NEUTRAL] Not now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and now it says step one, which role best describes you? I'm an individual with an APL insurance policy, is that the correct one?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's that one. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then next.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and then it says step 2, provide the following information for an individual account last name.
[CUSTOMER][NEUTRAL] Do I use capitals for this?
[AGENT][NEUTRAL] Uh, just, just as you would write your name, the first letters capital and then the rest. I don't think it matters. But as you type it, spell out what you're typing because it has to match exactly what we have in our system.
[CUSTOMER][NEUTRAL] First letter.
[CUSTOMER][NEUTRAL] OK, I put capital [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The next
[CUSTOMER][NEUTRAL] And then social social security number.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Is [PII].
[CUSTOMER][NEUTRAL] Oh wait a minute, it's not typing the numbers, OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Put it in
[AGENT][NEUTRAL] No dashes, just the numbers.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] No? OK. All right, I've got it. And then the next thing is.
[AGENT][NEUTRAL] And what is, could you give me the social that you entered?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, great. Thank you.
[CUSTOMER][NEUTRAL] And the residential zip code is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the email is [PII] and that's all all lower case.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Date of birth date of birth is I'm I'm there.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 25.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then next.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And it was searching now it says um.
[CUSTOMER][NEUTRAL] Log in, create your account.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So username.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You wanna try something completely different since you've had so much trouble? You can. OK. What's he gonna do? I'll write it down. Let's see username.
[CUSTOMER][NEUTRAL] It can be
[CUSTOMER][NEUTRAL] OK, alright, I'll put it right there, um.
[CUSTOMER][NEUTRAL] Let's see, it doesn't matter how many characters or numbers.
[AGENT][NEUTRAL] Yeah, make it at least 5 or 6 and just you can just use letters for your for the username.
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Get you my name. OK.
[AGENT][NEUTRAL] I wouldn't use his name.
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] Um, and no numbers?
[AGENT][NEUTRAL] It's, it's too
[AGENT][NEGATIVE] Not for the username you would when you get to the password.
[CUSTOMER][NEUTRAL] OK, let's do.
[CUSTOMER][NEUTRAL] That's when I can't use your name. OK, OK, um, we tried that.
[CUSTOMER][NEUTRAL] Let me, let me think of something else, but you wanna change something now.
[AGENT][NEUTRAL] Uh, you can use the what he had before you know I can discuss the user name but not the password, so he gave, he said Sunhe just go ahead and put a number a number behind Sun Chief.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] You want it catterize the first one?
[AGENT][NEUTRAL] OK, that's up to you all.
[CUSTOMER][NEUTRAL] The username.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, I have the user name.
[AGENT][NEUTRAL] You may, you may wanna make one of them, one of the letters uppercase.
[CUSTOMER][NEUTRAL] OK, well, let's.
[CUSTOMER][NEUTRAL] Let's do [PII].
[CUSTOMER][NEUTRAL] UN
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's a part of his, that's a part of his, his, um his um his um email address, so you don't wanna use anything that's a part of his email address.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] OK, so take the letter the number out, OK.
[AGENT][NEUTRAL] Totally unrelated number would be fine.
[CUSTOMER][NEUTRAL] uh put uh 6 uh [PII].
[CUSTOMER][NEUTRAL] OK, I have [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the password is private so you don't have to tell me what that is, but I can tell you what the criteria is and.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] It should not be related to the user name that you that was just created.
[AGENT][NEUTRAL] So it requires one lower case.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] One lower case.
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] Uh-huh. One uppercase.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] One uppercase.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Yeah, so if you use hyper, uh, for an example, [PII].
[AGENT][NEUTRAL] [PII] would be capitalized and the rest of the letters would be lowercase.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh, the first one needs to be capitalized? OK.
[AGENT][NEUTRAL] It really doesn't matter, just it has to be at least one capital letter, and the rest of the letters can be lower case.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] And then one number.
[AGENT][NEUTRAL] So from 0 to 9 choose a number within that range. I wouldn't choose 1 or 10 because it's a part of his user his his email.
[AGENT][NEUTRAL] You couldn't use 10.
[AGENT][NEUTRAL] So one number
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And, and one symbol.
[AGENT][NEUTRAL] And then the accepted symbols is a dollar sign or the at sign or exclamation point.
[AGENT][NEUTRAL] The percentage sign.
[AGENT][NEUTRAL] The asterisk
[AGENT][NEUTRAL] Dollar sign or the and sign either of those symbols can be used, just one of those.
[CUSTOMER][NEUTRAL] OK. So,
[CUSTOMER][NEUTRAL] I have the word. I have a number so I can use a dollar mark.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] A dollar sign, yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And do I need anything else after that?
[AGENT][NEUTRAL] Yeah, in any combination, yeah, it doesn't have to. I'm just telling you what the criteria is you can put it anywhere in the password.
[CUSTOMER][NEUTRAL] You said
[CUSTOMER][NEUTRAL] OK. [PII]. I have 99 characters, 9 spaces.
[AGENT][NEUTRAL] And of the night
[AGENT][NEUTRAL] 9 characters and of the.
[CUSTOMER][NEUTRAL] And up to 9
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And of the 9 there is a number and a dollar mark.
[AGENT][NEUTRAL] And a symbol.
[CUSTOMER][NEUTRAL] And a capital letter, uh-huh.
[AGENT][NEUTRAL] OK. When you say dollar mark, do you mean the dollar sign?
[CUSTOMER][POSITIVE] You got it
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] The dollar.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] And then I, I retype it.
[AGENT][NEUTRAL] Was that a statement?
[AGENT][NEUTRAL] Or question.
[CUSTOMER][NEUTRAL] I'm asking this, so I retype it now to confirm that one.
[AGENT][NEUTRAL] Yeah, put that in the, put that in the password field. Is it asking you to confirm it?
[CUSTOMER][NEUTRAL] Let me do
[CUSTOMER][NEUTRAL] Yes, so I confirmed it.
[AGENT][NEUTRAL] OK, then you would type the same?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, now his email address?
[AGENT][NEUTRAL] Is it asking you for the email address?
[CUSTOMER][NEUTRAL] Is that
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then it says confirm email, so I've done that and then the primary primary phone number I put his [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then it asks for text message, phone that's the same number.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then it says next I click on next.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It uh highlights.
[CUSTOMER][NEUTRAL] Step 3, confirm password.
[AGENT][NEUTRAL] OK, so it's the password.
[CUSTOMER][NEUTRAL] Yeah, it's, that's the one that's highlighted in brown.
[AGENT][NEUTRAL] Like that's the one that needs to be corrected, for instance.
[CUSTOMER][NEUTRAL] OK, so I'm going to.
[CUSTOMER][NEUTRAL] Take all of those letters out and put
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The same thing that I typed.
[CUSTOMER][NEUTRAL] OK, so it was.
[AGENT][NEUTRAL] And Ms. [PII], instead of putting the symbol and the number together.
[AGENT][NEUTRAL] Put the number somewhere in between the word.
[CUSTOMER][NEUTRAL] You want me to set
[CUSTOMER][NEUTRAL] OK, well then I need to go up and change the password then, correct?
[AGENT][NEUTRAL] Is that what it's asking you to change?
[CUSTOMER][NEUTRAL] No, it just said, uh well, confirmed password is highlighted in brown.
[AGENT][NEUTRAL] OK, so perhaps it did not match the the other one that you entered?
[CUSTOMER][NEUTRAL] Right. So let me try retyping it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, got you.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK, now.
[CUSTOMER][NEUTRAL] I can't highlight where I put in the password. I wrote it down.
[CUSTOMER][NEUTRAL] But I can't go up and highlight it to see if I'm typing in the same thing.
[AGENT][NEUTRAL] OK, is there like a little, it's like a, it looks like a little eyeball to me um where you can click on that and it it shows you the password?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah, yeah, that's.
[CUSTOMER][NEUTRAL] Right, it does on this line that I'm typing on, but when I go up to password.
[AGENT][NEUTRAL] But
[CUSTOMER][NEGATIVE] It does not.
[AGENT][NEUTRAL] OK, that's fine.
[CUSTOMER][NEGATIVE] It doesn't come up, so.
[AGENT][NEUTRAL] Because you entered that one correctly anyway because it's highlighting the second one, the the confirmed one.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so I'm going to click on next.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And nothing happened. Passwords don't match.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Let me go back up here.
[CUSTOMER][NEUTRAL] I know that's what I typed in.
[CUSTOMER][NEUTRAL] OK, I'm gonna go back to the password because I apparently, apparently I typed it in.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I didn't type what I thought I was typing. So I'm gonna go back to password. Oh wait, there it is.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I'm going to go back to password and.
[CUSTOMER][NEUTRAL] Take everything out.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And start over.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK. That turned to blue and it has the [PII] and that's what I thought I was typing. So now I'm gonna go down to confirm password.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it's blue.
[CUSTOMER][NEUTRAL] And it's what uh it's the same as the first one so now I'm gonna click on next.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] And it says submitting your account has been successfully created.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh hallelujah.
[CUSTOMER][NEUTRAL] And you
[CUSTOMER][NEUTRAL] You want me, I know you want me to click on. Do you want.
[CUSTOMER][NEUTRAL] Do you want me to click on log in?
[AGENT][POSITIVE] OK, and I show that it is active on my end as well. Perfect. um, and.
[CUSTOMER][NEUTRAL] So I log, do I, do I click on log in?
[AGENT][NEUTRAL] Yeah, you can click now click on the login tab.
[AGENT][NEUTRAL] And then enter your username and the password and then it should get you into the online site.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK username.
[CUSTOMER][NEUTRAL] Yes, OK, [PII].
[CUSTOMER][NEUTRAL] Oh well now.
[CUSTOMER][NEGATIVE] Invalid user name or password has popped up.
[AGENT][NEUTRAL] So we know that you
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, let me go to password because I didn't type anything in there but there was something there. Uh OK, password is
[AGENT][NEUTRAL] And you may want to click on that show button so it'll show you what you're typing.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What
[CUSTOMER][NEUTRAL] This is hard for us old folks. We're not used to all this. OK, that's
[AGENT][NEUTRAL] No, that has nothing, go ahead.
[CUSTOMER][NEUTRAL] That's the same and it says submit and there's a little check box so I click on it, correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, it's submitting.
[CUSTOMER][NEUTRAL] And I, you know, new text message notification.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hi hello [PII]. You can receive claim status updates via text message from American Public Life. Enter your 10 digit phone number to receive updates, and it's [PII].
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And by selecting verify you acknowledge the data rates. OK, so I verify.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] A text message with a verification code has been sent to your phone.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] But I don't think it's come up yet. Let's see.
[AGENT][POSITIVE] You know, give it, give it some time.
[CUSTOMER][NEUTRAL] OK, text, where your text me where your text messages.
[CUSTOMER][NEUTRAL] That's Catholic Coffee.
[CUSTOMER][NEGATIVE] That's golfte, fatal crash.
[CUSTOMER][NEUTRAL] Where, where you order your, OK, here it is. [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and confirm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Your phone number has been verified and you're now subscribed to text message notifications.
[AGENT][POSITIVE] Wonderful. And, and what that and what that means is when we whenever we process a claim and when it's the process is complete.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Um, he'll get a text. It'll just either say, uh, completed or processed complete. It won't give him any further detail whether it was paid or denied, but it at least tells him that we're finished completing the claim that was submitted.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And then at that time, the website that you're on now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You can look at the claims history and he has access to to review his explanation of benefits or any any activity that we've done uh you know to a claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I, yes, I see he did one on uh in [PII] it says processed and the amount that was paid.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so if when when or if we submit another claim.
[CUSTOMER][NEUTRAL] It will he'll get a text message and it will show here it will give all the information here.
[AGENT][NEUTRAL] Correct. And, and, and.
[CUSTOMER][NEUTRAL] OK. No, no.
[CUSTOMER][NEUTRAL] Normally do I have to take a, uh, claim form to the to the hospital?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] You do not, so it looks like, yeah, it looks like you, you've been submitting your own claims and so you would just upload um an APL claim form.
[CUSTOMER][NEUTRAL] What we just, we just.
[CUSTOMER][NEUTRAL] We just get
[AGENT][NEUTRAL] That you complete
[AGENT][NEUTRAL] And then any itemized bills that you're seeking reimbursement for.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, but can we get the hospital to submit it?
[AGENT][POSITIVE] Yes, you can.
[CUSTOMER][NEUTRAL] OK, now, will it cover these tests that he's having Wednesday?
[AGENT][NEUTRAL] So because this is a cancer policy, I think he said he's having a biopsy.
[CUSTOMER][NEUTRAL] He's, yeah, well, he, Wednesday, he's having a, a CAT scan, an MRI, and a hearing test, but the doctor required that before he does surgery.
[AGENT][NEUTRAL] OK, what is the surgery for?
[CUSTOMER][NEUTRAL] It is for a biopsy. They're gonna go in and uh do a biopsy, yeah, on a.
[AGENT][NEUTRAL] Oh, that's a surgery. OK.
[CUSTOMER][NEUTRAL] A plan.
[AGENT][NEUTRAL] OK. And so, excuse me, because this is a cancer policy, services that are, um, it has to be a positive diagnosis in order for a claim to be considered. Hopefully it won't be.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK. In other words, malignant.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, if it's benign then it.
[CUSTOMER][NEUTRAL] Your company will not cover it, correct? even though the.
[AGENT][POSITIVE] Because it's not cancer. Correct.
[CUSTOMER][NEUTRAL] But even though, OK, even though the only way they can tell is to do this surgery.
[AGENT][NEUTRAL] Yeah, if it's, if it's, if it's negative, then it's not a covered item.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] That was I mistaken? Does it, does the, uh, does it, does it, does my policy cover travel too?
[AGENT][NEUTRAL] Uh, let me look, let me look real quick and then I'm gonna also check to see if the, um, if there's that, that, um, benefit that wellness screening is listed under this policy as well.
[CUSTOMER][NEUTRAL] Also
[AGENT][NEUTRAL] And that means that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Depending on the type of test, there's a benefit available one time per calendar year.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Don't know if this one has it, but I could check.
[CUSTOMER][NEUTRAL] OK. Seemed like last time, it had to be a certain amount of miles because, uh, I didn't go but like 35 miles to, to do the last one.
[AGENT][NEUTRAL] Yeah, usually it's over 50 miles from your residence.
[CUSTOMER][NEUTRAL] Yeah, yeah, this is gonna be uh 200 and something.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] OK, so that's well over that.
[AGENT][NEUTRAL] Yep, there is a wellness expense benefit under this policy, and the reimbursement is a maximum of $75 per calendar year. And so the coverage screening, cancer screening test, it would be like a mammography. And I don't know, Ms. [PII], if you're on this policy or not.
[AGENT][NEUTRAL] You are.
[CUSTOMER][NEUTRAL] Yeah, I think I am.
[AGENT][NEUTRAL] You are. So, if either of you have a covered um screening test for females, it would be a mammography, um, a Pap smear.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and then collectively a flexible sigmoidoscopy, a chest X-ray, a stool analysis, a colonoscopy.
[AGENT][NEUTRAL] A thermography.
[AGENT][NEUTRAL] And for the men, a prostate screening, a PSA.
[AGENT][NEUTRAL] And then a CA 125, that's an ovarian cancer blood test.
[AGENT][NEUTRAL] And then uh the CEA, which is a colon.
[AGENT][NEUTRAL] Uh, blood test. Those are the covered.
[AGENT][NEUTRAL] Um, screening tests that are covered once per calendar year, so.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If you all have had any of those since the inception of this policy, which was [PII].
[CUSTOMER][NEUTRAL] Yeah, that's old.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, um, but if you had either of these tests from that date current, then, you know, you can complete a wellness claim form to claim that benefit, that $75 benefit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. We have, we, um, [PII] goes religiously to the uh urologist and I have had um uh colonized, uh, what, what is it, whatever that is. Yeah, and a mammogram and several other things. Uh, how do we, do we just, uh, call the
[AGENT][NEUTRAL] Colonoscopy. Mhm.
[CUSTOMER][NEUTRAL] Hospital or the doctor's office that did it.
[AGENT][NEUTRAL] Well, now we
[CUSTOMER][NEUTRAL] To get through for you.
[AGENT][NEUTRAL] No, so what what I can do is email to [PII]'s email address. Do you have email?
[AGENT][NEUTRAL] I mean like access, OK, so I'm gonna email uh APL claim form. It's a wellness claim form.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And all you would need to do is fill out the demographic information at the top.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And you know it would have to you if it's claims for you, Ms. [PII], you would can put your information on there and then if it's Mr. [PII], he would put his information on there.
[AGENT][NEUTRAL] Um, you know, your mailing address, it asks for your policy number, you know, that kind of information, and then it's, um, a list of the tests that I just named are included in the plethora of tests that'll be on the form select which one that you're trying to to, uh, claim for to submit, you know, receive a benefit for, and then.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So, so for instance, for a breast ultrasound, you can, there's a, a box to the left of it, you would click it and that'll put a check in that box and to the right, it's asking you for the date that you had it done. Enter the date that, and that's, that's it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. That's, that's, that's, that's what I'm asking like I, I would have no idea.
[CUSTOMER][NEUTRAL] I mean, what day it was, so we have to get that from the doctor's office or the insurance form.
[AGENT][NEUTRAL] Yeah, they should be able to give you that over the phone. They should be able to give you that over the phone.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK, all right, but that's all we need is the day. We don't necessarily need a receipt or credit card slip where we.
[AGENT][NEUTRAL] No. Any documentation? No.
[CUSTOMER][NEUTRAL] OK. OK. All right.
[AGENT][NEUTRAL] Just this claim form and so if you're sending in more than one year that means you'll you'll have to complete.
[CUSTOMER][NEUTRAL] OK, well,
[AGENT][NEUTRAL] A claim form for each year.
[CUSTOMER][NEUTRAL] OK. All right. OK. Well, hopefully,
[CUSTOMER][NEGATIVE] you won't hear from us. Hopefully we're set and, and you need to go put your feet up.
[AGENT][POSITIVE] I'm fine, no worries at all.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I wanna get this email over to you and quickly and then you can confirm that it's that that you received it it's gonna be the claim form.
[CUSTOMER][POSITIVE] Well thank you
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh, I also see where the claim forms is up top of the page so we can print print it out also, right?
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Oh, you see the claim form online?
[CUSTOMER][NEUTRAL] I see it where it says uh contact us, claim forms, help.
[CUSTOMER][NEUTRAL] Uh, I haven't clicked on it, but there's a place there to click on claim forms.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me, let me send this email and I'll go back and look at that. I know where you are. Let me go back and get the email address, send this one and then we can look at that.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I think I turned it in on you on the, I think so.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Thomas Hospital.
[CUSTOMER][NEUTRAL] Oh yeah, yeah, you did.
[CUSTOMER][NEUTRAL] I don't know. It doesn't look like I fit that in, does it?
[CUSTOMER][NEUTRAL] Well I think the, the doctor's office, and here's mine with uh.
[CUSTOMER][NEUTRAL] My skin cancer. But you, you did that test, that rubber band cast every year, don't you? I hadn't done it in the last couple of years. Oh, you haven't, yeah.
[CUSTOMER][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Oh, OK, Ms. [PII], so you're at on the home page where it says contact us.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what's the next tab?
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Claims form, claim forms.
[AGENT][NEUTRAL] OK, click on that tab.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It goes to a page that says APL at the top and then.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, about solutions, products, um, for brokers for groups contact claims forms, claims and forms.
[AGENT][NEUTRAL] OK, click
[AGENT][NEUTRAL] Click on that click on claims and forms.
[CUSTOMER][NEUTRAL] OK. And it comes up.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] And so you're going to find find mhm you'll find the claim forms mid the page so just scroll down.
[CUSTOMER][NEUTRAL] Some big blue box.
[CUSTOMER][NEUTRAL] Oh, OK. Um.
[AGENT][NEUTRAL] You're alphabetized. The first one you should see is accident claim form.
[CUSTOMER][NEUTRAL] Well, it says claims.
[CUSTOMER][NEUTRAL] Filter by product, filter by form type.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh. But below that, you should see accident claim form.
[CUSTOMER][NEUTRAL] No, it's that.
[CUSTOMER][NEUTRAL] Yes, accident claim form, authorization to disclose information, cancer claim form.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. So go all the way down and then select page 2 at the bottom.
[CUSTOMER][NEUTRAL] Change and request.
[CUSTOMER][NEUTRAL] OK, direct deposit. OK, page 2.
[CUSTOMER][NEUTRAL] Hospital indemnity indemnity claim form.
[CUSTOMER][NEGATIVE] Loss of life.
[CUSTOMER][NEUTRAL] Midlink miscellaneous treatment and services claim form.
[CUSTOMER][NEUTRAL] Request change of beneficiary, request change of ownership, short term disability.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Spousal paper W9. uh, I'm all the way to the bottom again.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then page 3.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, wellness and screening benefit claim form, is that it?
[AGENT][NEUTRAL] So that's what I just, that's what I just emailed you.
[CUSTOMER][NEUTRAL] OK. All right. And then it, it just says uh either view details or download claim form, download form.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, you can click the yeah click click the download form button that way you can see it.
[AGENT][NEUTRAL] You know, better, better understanding of what I was explaining earlier.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I see. Yes, I see. I, yeah, I see all of them listed biopsy for cancer. So that, that will be the one that he will do.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] But this is
[CUSTOMER][NEUTRAL] After
[AGENT][NEUTRAL] This is for wellness though only because a biopsy is not a wellness.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well
[CUSTOMER][NEUTRAL] What is that
[AGENT][NEUTRAL] Why is it on the claim form? I understand that question.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I unders I unders yeah, I understand that question, um, but it, it, it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But it also
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It, it also ask if it's positive or negative, so I mean you don't, you know, yeah, OK, that makes sense.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] Right, because if it is hopefully not positive, then there's a cancer claim form that he would then use.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But this is the form that I emailed to the address on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, all right. OK, well.
[CUSTOMER][NEUTRAL] Now we know what we're looking for, so.
[AGENT][POSITIVE] Very good.
[CUSTOMER][POSITIVE] OK. Well, thank you so much. I do appreciate you being so patient.
[AGENT][POSITIVE] Oh, you're very welcome.
[CUSTOMER][NEUTRAL] He uh
[CUSTOMER][POSITIVE] We just, we got this, this news yesterday, or that, whenever it was, was unexpected. So we're kinda a little bit in shock, but he's been in pain for 4 years. So we're relieved that finally someone is, you know, is giving us hope that he can get better.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Right, right.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] I hope everything works out to your favor.
[CUSTOMER][POSITIVE] Well, thank you so much and hopefully we won't have to call you again, but we probably will.
[AGENT][POSITIVE] And if you do that is perfectly OK that's what we're here for Ms. [PII].
[CUSTOMER][POSITIVE] OK. All right. Well, thank you so, thank you so much and have a good day.
[AGENT][POSITIVE] So no problem there.
[AGENT][POSITIVE] All right, so if you do not have any other questions, thanks so much for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Uh bye bye.