AccountId: 011433970860
ContactId: 862c0cc7-4e97-400e-be43-793128ab0be3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1158140 ms
Total Talk Time (AGENT): 416057 ms
Total Talk Time (CUSTOMER): 365870 ms
Interruptions: 5
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/862c0cc7-4e97-400e-be43-793128ab0be3_20250220T14:09_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, uh, my name's [PII], and I need to file a claim. I was gonna do it online, but I never opened up an account online or I just can't remember it.
[AGENT][NEUTRAL] OK, sure, I can help you with that. What is your policy number, please?
[CUSTOMER][NEGATIVE] I have no clue.
[AGENT][NEUTRAL] OK, well, that's probably why we would not be able to get online. So let's start with your social security number, please.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] Can now did you say that was [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, I think I might have entered it in. Can we, can you please, um, say that again?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] There we go. And what is your full name?
[CUSTOMER][NEUTRAL] [PII] and that's [PII]
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, and what is your mailing address?
[CUSTOMER][NEUTRAL] Um, it is [PII].
[CUSTOMER][NEUTRAL] [PII] and that's not the address I had when I originally signed it so um you need my.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that's, so it's changed. We'll get that, we'll get that changed to here in just a minute. What is your, what is your date of birth?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And what is your email address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and what is your cell phone number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, now that's a good callback number in case we get disconnected.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. Before we go any further, I need, I want to get this um address corrected.
[AGENT][NEUTRAL] Um, what is your, what is your new mailing address?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what city?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Can you please spell that, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what state is that?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And zip code.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me make sure I have it right. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I'll get that updated in our system and now you're wanting to file, is this a disability claim or a hospital indemnity claim?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Disability short term disability with me.
[AGENT][NEUTRAL] OK, and short-term disability. Oh, I see, that's the only policy you have in effect is your short term disability. And do you have a pen handy so I can give you, uh, OK, your policy number is 0, well, I'm sorry, let's leave off that 0. It's 111.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I then
[CUSTOMER][NEUTRAL] Now
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 352 6.
[CUSTOMER][NEUTRAL] OK, 1113526.
[AGENT][NEUTRAL] Now that's 3 ones.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes. So when you get online, you can get into, um, you would need that policy number and your telephone number and email address you gave me, and that was [PII]. That's what we have on file. Right there you should be able, if you don't have any claim forms, you can upload claim, get your claim forms there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Those claim forms need to be completed by you, your employer, and physician once you go out on disability.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You can upload those claim forms after you get them completed online. You can also review your policy and keep up with your claim status.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so now my job gave me a form that um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I actually went online and the form looks different, so if I have the old form will that still work?
[AGENT][NEUTRAL] Well, the, is it completed or is it, have you already got it completed?
[CUSTOMER][POSITIVE] It's completed. Yes, ma'am. It's completed. I'll say from my part.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We'll go ahead and submit it in and we'll review it as long as all the information is there. Um, it should be OK, um, and it's a disability claim form. There should be 3 sections, one for you, one for the employer, and one for the physician to complete, and there should be a part for where your disability began and your treatment from your physician. So that should be OK since it's an older one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] But you can, um, you do have our website address, is that correct?
[CUSTOMER][POSITIVE] OK good.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] Yes. So, um, you, you, you can use, you probably, you needed your policy number that I gave you, the 1113, that's 31s there.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] And then 352-6, your telephone number that you gave me, you may need that and also your email address and then that probably will be able to get you to get online but if you want to hold on for a second, I will look and see if you have created an account and just did not realize it if you would like for me to do that, so give me one minute and I'll get to that.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] Give me a few more minutes. I'm getting there.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No, you do not have an account profile uh portal. Um, if you, I can wait if you wanna go ahead and log in or try to get it set up or I you could call us back if you have any problem.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, well, uh, if you don't mind hanging on, I'll try to set that up.
[AGENT][NEUTRAL] OK, sure. That'll be fine.
[CUSTOMER][NEUTRAL] That way I don't have to call back.
[AGENT][NEUTRAL] Yes, that, that's fine.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] 1
[CUSTOMER][POSITIVE] I hope for that.
[CUSTOMER][NEUTRAL] Sign in a little thing should've been on that first page, right?
[AGENT][NEUTRAL] It should be.
[CUSTOMER][POSITIVE] OK, here we go, there we go alright.
[CUSTOMER][NEUTRAL] With the poxy OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I'm typing in on a smartphone, so I'm sorry.
[AGENT][POSITIVE] You're, yeah, you're OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Says there seems to be a problem found.
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Does it tell you what the problem is?
[CUSTOMER][NEUTRAL] Last name [PII] [PII].
[CUSTOMER][NEUTRAL] [PII]. Now,
[CUSTOMER][NEUTRAL] But the greatest way is it?
[AGENT][NEUTRAL] Oh, I put, what this is, the problem is, I bet you is we're asking for your zip code, put in your old zip code that we have is [PII].
[CUSTOMER][NEUTRAL] One so OK.
[AGENT][NEUTRAL] That's probably, that's it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's, that's probably it right there.
[CUSTOMER][NEUTRAL] I think, yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm getting that address changed on my side while you're doing that.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] I'm glad we're doing this online since it was giving you problems with that, you know, with that zip code.
[CUSTOMER][NEUTRAL] Me too, cause at first I thought it was saying about my social security number and I'm like, you know, I know my husband's social security number better than I know mine. I thought, well shit, do I need to put his in there.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] We've been married 40 years, so.
[AGENT][NEUTRAL] Oh, yep.
[AGENT][POSITIVE] That's good.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Are you being able to get it, get on there?
[CUSTOMER][NEUTRAL] Oh, I'm still filling out all my information, but yeah, I'm creating the account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it says my account has been created.
[AGENT][POSITIVE] Oh, good deal.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Now I can go in there and change that address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me log in here now.
[AGENT][NEUTRAL] OK, got that changed.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, let's
[AGENT][NEUTRAL] Uh, you said your, your house, your, it's 30, no other numbers after that, correct?
[CUSTOMER][NEUTRAL] Right, just 30.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, 30. OK, just making sure.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, we got that address changed for you.
[AGENT][NEUTRAL] So you're able to, you got yourself logged in, correct?
[CUSTOMER][NEUTRAL] Let me.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Hm
[AGENT][POSITIVE] OK, now I see this is active. That's good. I'm just kinda following along.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Now your address probably won't show up for 24 hours after being corrected.
[CUSTOMER][NEUTRAL] OK, that's, that's what I mean.
[CUSTOMER][NEUTRAL] Hey [PII], don't sleep. I'm gonna turn the robot on.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I sleep I'm gonna turn the robot on.
[CUSTOMER][NEUTRAL] Without sleep, no, my sister's taking care of them. I'm living.
[AGENT][POSITIVE] Oh, that's great.
[CUSTOMER][NEUTRAL] I thought I, you know, don't wash dishes and put them in the dishwasher, just scrape them off in the dishwasher, yeah.
[CUSTOMER][NEUTRAL] She's old fashioned.
[AGENT][NEUTRAL] Did you get that um claim logged in yet? Are you trying to upload it now or?
[CUSTOMER][NEUTRAL] Well, but right now.
[CUSTOMER][NEUTRAL] It's, it's showing.
[CUSTOMER][NEUTRAL] I put in my um.
[CUSTOMER][NEUTRAL] For the
[CUSTOMER][NEUTRAL] Direct deposit.
[AGENT][NEUTRAL] Oh, OK. You're doing that, OK.
[CUSTOMER][NEGATIVE] But, but when I went next, now it's just showing a blank screen.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Oh yeah, so now I don't know where it's at what I'm doing.
[CUSTOMER][NEUTRAL] Here's something showing up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Just to the place that says save.
[CUSTOMER][NEGATIVE] I'm doing it on my iPhone and that's aggravating.
[AGENT][NEUTRAL] Yeah, I know, and it's kind of hard to see for one thing.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Like me, and then sometimes my apps don't work half the time.
[CUSTOMER][NEUTRAL] Turn it up on.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Well, I've got a green button under it just says move. I don't see a save button.
[AGENT][NEUTRAL] hit the green button.
[CUSTOMER][NEUTRAL] The remove button?
[AGENT][NEGATIVE] Oh, you don't want to remove it, no.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] That's the only button I see is, oh wait a minute, way on the edge so.
[CUSTOMER][POSITIVE] OK, so I saved that.
[CUSTOMER][NEGATIVE] Don't click so I don't know if I like it.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I don't know what to do, just let it set, I guess, right, but I'm so um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm gonna look at
[CUSTOMER][POSITIVE] Since I'm in and you gave me my policy number, I should be good to go.
[AGENT][NEUTRAL] Yes, OK, so you got to the point where you're uploading, there should be a green button that says submit.
[CUSTOMER][NEUTRAL] OK mhm.
[AGENT][NEUTRAL] Somewhere, um, you got to the point from the claimant drop down, you select your name, you're filing a claim for, then select the coverage type, which is your disability.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you hit continue, or hit next to continue.
[AGENT][NEUTRAL] And then once you verify the claimant and policy details are correct, select your file.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That you want to upload and hit submit.
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][POSITIVE] I think I can do this um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] My phone's slow.
[CUSTOMER][NEGATIVE] Oh, so instead of making you stay here and wait with me for this thing to say next.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, if I need some help, I'll call you back and thank you so much.
[AGENT][POSITIVE] Oh, please do. Oh, my pleasure. Is there anything else I can help you out with, Ms. [PII]?
[CUSTOMER][POSITIVE] Uh, I'm good right now. Thank you so much.
[AGENT][POSITIVE] OK. Well, my pleasure and, and I hope you get have get well soon and, and thank you for calling American Public Life and also have a wonderful day.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Mm thank you. Goodbye.
[CUSTOMER][NEUTRAL] That