AccountId: 011433970860
ContactId: 8591b8a5-1835-46da-bce6-a24930f91118
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 466130 ms
Total Talk Time (AGENT): 266863 ms
Total Talk Time (CUSTOMER): 182295 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/8591b8a5-1835-46da-bce6-a24930f91118_20250623T17:54_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. 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 guys. And back in January, I fell down my stairs at my apartment and broke my ankle. And so since then, I've been trying
[CUSTOMER][NEUTRAL] To get the, um, I think it's like a $500 policy, I mean, you know, check I get or whatever. And like I said, since January, I've been sending stuff and then they need something else. And so I know y'all just had like this big upgrade on your computers or, or the program. And so now when I go in there, I don't even see the, the claim anymore.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, so Ms. [PII], are you trying to check claim status or trying to set up your new portal or were you able to set that up? You just can't see your
[CUSTOMER][NEUTRAL] Well.
[CUSTOMER][NEUTRAL] I was. OK, I was able to set up the new portal. It did take me a little bit, but I called and got help. But the last time they had, um, when I called them, they, because they had said they needed something else. So the last time I called them, she was like, you need a UBO4 form. And so I was like, OK. So I finally got Medical City to send me that. And then, but then,
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, good.
[AGENT][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I was trying to log in and I was having some issues but then called and they helped me.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But now I don't know where to upload that at because.
[AGENT][NEUTRAL] OK, Ms. Later, so you were able to set up your new profile and now you've received a piece of information that we were in need of, but you're just wanting to try to find out how to upload that to the portal?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] That is correct, yes.
[AGENT][POSITIVE] OK, well, I can certainly try and help you with that, Ms. [PII], and what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and your policy number, please?
[CUSTOMER][NEUTRAL] OK, my policy number is 02541500.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you. So if you'll give me just a couple of moments to get your policy information pulled up first off, Miss [PII], and then once I do, I will have to verify several things with you first for security and also any information that's provided would be a verification of benefits and not a guarantee of payment. So just a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So first off, Miss [PII], uh, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then also the phone number that we have on file for you, it is the same as the one that you gave me, so that is the best number that we should have, is that correct?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And then the last thing to verify, Ms. [PII] is gonna be your email address.
[CUSTOMER][NEUTRAL] That's [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you very much alright so I'm gonna um I'm actually going to email you a user guide.
[AGENT][NEUTRAL] Just for future reference I'm gonna help you but um that you'll have just as reference for the future if you have any questions and that email that I'm gonna send to you which I'm sending it now it's coming from [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it does state APL online service center in your subject line so it may take just a minute to come through. I don't think it'll go to your junk or spam folder, but in the event you haven't seen it, you know, within the next few minutes you might want to check those two places to see if it did go there. So when you're signed into the portal, Ms. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, let me, and with the portal being new, it's, you know, it's due for all of us, so give me just a second. So when you're, when you first log in fully log in you should see out to the right, um, like dashboard.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Do you see that?
[CUSTOMER][NEUTRAL] OK, let me go back here. Yes, uh-huh.
[AGENT][NEUTRAL] OK. So right below that or on that screen, just when you
[AGENT][NEUTRAL] Or clicked on the dashboard. Do you see out to the right, it's a picture of a, a little family, a lady and her appears to be her husband and a little girl. OK. So right below that, it, you should see where it says start your claim.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Now
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Because, and this will be just for future reference as well you cannot tie additional documents.
[AGENT][NEUTRAL] A claim that we've already started the review on so it's gonna appear to you like you're submitting a new claim, but internally here we'll know that oh this was, you know, we've started a review for this data service but we were missing the in your case the UBO4.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it will tie it together so you'll just do the start start your claim this is a traditional claim if it gives you more than one option it's a traditional claim and then you would just upload your information.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. Um, OK. Oh, so that's it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, OK, but it did ask me select coverage policy type. How do I know what that is?
[AGENT][NEUTRAL] OK, so you should see where it has group accident. Let me see if you have more than one type of policy with APL.
[AGENT][NEUTRAL] OK, so you, you're going to select the group accident policy?
[AGENT][NEUTRAL] Do you see multiple options?
[CUSTOMER][NEUTRAL] The one that's mine that
[AGENT][NEUTRAL] With that policy number?
[CUSTOMER][NEUTRAL] Uh-huh, but pick the one that's my policy. OK, just pick that one. OK.
[AGENT][NEUTRAL] Yes, with, right, the one that ends, what is that has that policy number that you gave me cause that's the accident policy and that's the one you're filing your claim on. So yes, that's what you would select.
[CUSTOMER][NEUTRAL] Yes, OK.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] OK. Thank you so much for your help.
[AGENT][POSITIVE] Oh, you are very welcome. Is there anything else, Miss [PII], that I can help you with? And did you happen to notice if you received that email I sent to you?
[CUSTOMER][NEUTRAL] Let me see, I sure did.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] I got it.
[AGENT][POSITIVE] All right then. Well, you are certainly very welcome and again, if that's all I can help you with, it was my pleasure in speaking to you and thank you for calling APL. I hope you have a wonderful afternoon.
[CUSTOMER][POSITIVE] All right. Thank you so much.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Uh huh bye bye.