AccountId: 011433970860
ContactId: 88ebd514-e629-4b54-90d4-b44dde08ec78
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 999960 ms
Total Talk Time (AGENT): 305935 ms
Total Talk Time (CUSTOMER): 338711 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/88ebd514-e629-4b54-90d4-b44dde08ec78_20250131T22:33_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, so this is [PII]. I work for Shamrock Marine, and I'm insured with y'all for short term disability, and I'm trying to set up my online account, but it's not letting me access it.
[AGENT][NEUTRAL] OK, I can help you with that. And may I have a callback number just in case we get disconnected, Mr. [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And do you have the policy number?
[CUSTOMER][NEUTRAL] One second, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] We have the policy number?
[CUSTOMER][NEUTRAL] For my, yes.
[CUSTOMER][NEUTRAL] To work with.
[CUSTOMER][NEUTRAL] That would be the Blue Cross policy number, ma'am.
[AGENT][NEUTRAL] Uh, no, the APL policy number.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] The APL policy number the short term disability.
[CUSTOMER][NEUTRAL] Yeah, hold on one second.
[AGENT][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] You.
[CUSTOMER][NEUTRAL] You just turn a light on.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] What's that begin on like where is it at on the paper, you know, ma'am?
[AGENT][NEUTRAL] It depends on where you're looking at. If you're looking at the documents of the policy, it's probably on the 3rd, 4th page.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And it's gonna say policy number. It's gonna start with the 0 followed by 7 digits.
[CUSTOMER][NEUTRAL] The 3rd or 4th page.
[CUSTOMER][NEUTRAL] It is the policy number.
[CUSTOMER][NEUTRAL] It start with a 0.02559447.
[AGENT][NEUTRAL] 0
[AGENT][NEUTRAL] OK, can you repeat that one more time?
[CUSTOMER][NEUTRAL] What kind of
[CUSTOMER][NEUTRAL] It's like they just for it.
[AGENT][NEUTRAL] Can you repeat that number?
[CUSTOMER][NEUTRAL] 264
[CUSTOMER][NEUTRAL] 65
[CUSTOMER][NEUTRAL] 02559447
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] meat.
[CUSTOMER][NEUTRAL] medication.
[AGENT][NEUTRAL] OK, for security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And my email should be [PII].
[AGENT][NEUTRAL] Uh, we have an [PII] um email address.
[CUSTOMER][NEUTRAL] OK, all right, [PII] [PII].
[CUSTOMER][NEUTRAL] At at [PII], yeah, but you can go ahead if you want, if you wanna use mine I'll just use mine quite out when you can send them to both of them because it's this that that was my wife and she set it up.
[AGENT][NEUTRAL] OK, so you wanna keep that one or you want me to change it because it can only have one?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] We could change it
[CUSTOMER][NEUTRAL] One
[AGENT][NEUTRAL] OK. OK, so what is the one that you would like to use?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] One.
[AGENT][NEUTRAL] OK, that's
[AGENT][NEUTRAL] All right. And let's see. So it looks like your um username is going to be um [PII]. The [PII] is [PII], the rest is lowercases.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, and we don't have the password, so you have to choose unforgot password.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I, so when I go online, I just plug in all the information.
[CUSTOMER][NEUTRAL] And then they're gonna tell me to put me a password.
[AGENT][NEUTRAL] Um, you will click whenever you put the user name if you don't remember the password, you, you will click on forgot password and you'll go ahead and get a link to change that password.
[CUSTOMER][NEUTRAL] So but when I initially set it up, I'll just set it up to what I want, right?
[AGENT][NEUTRAL] You already have an account.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, but I don't have a password enough. I didn't set none of that up.
[AGENT][NEUTRAL] Um, well, there is a password, we just don't know the password. You will have to click on forgot password.
[CUSTOMER][NEUTRAL] OK, OK, not a problem if it's forgotten, you'll send the link to my email?
[AGENT][NEUTRAL] Yeah, we're gonna go ahead and send the link to your email, the email you just provided to me, that's the email that it's gonna go to.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and then after that I fill out all the information.
[AGENT][NEUTRAL] Once you get the link, you're gonna click on that and and it's it's gonna ask you to change the password. That's all it's gonna ask you for because you're already registered, so you don't need to register again. All you need to do is put your username and click on forgot password.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Mhm. Yes. So you don't have to go through all that. Yeah. Mhm. OK. Do you wanna go ahead and do that while you got me on the line?
[CUSTOMER][POSITIVE] Yes ma'am. I understand what you're saying.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] What's the name of the website again? Uh, secured.
[AGENT][NEUTRAL] You can go to [PII] or you can go to [PII].
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] He that and [PII].
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] Can I go, go to log in?
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][POSITIVE] Good one
[CUSTOMER][NEUTRAL] Password
[CUSTOMER][NEUTRAL] Forget password.
[CUSTOMER][NEUTRAL] That's your name?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I just got your email. Also, you can y'all, uh, can y'all change the phone number on there if I have to get text messages? That's not the right number.
[AGENT][NEUTRAL] OK, what is the correct number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 4197.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, now it's telling me
[CUSTOMER][NEUTRAL] On the case number 1 to 8 characters.
[CUSTOMER][NEUTRAL] One uppercase, 17. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm in, I said now I'm at my college.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, if you want to see your coverage, you just click on the blue number and double click and it will give you the breakdown of your benefits.
[CUSTOMER][NEUTRAL] Alright, well, she already told me my best was, so do I need to go somewhere to upload like the my, my, what I gotta do to, so I had an operation yesterday.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] OK, so if you need to upload your claim, it's gonna have a link where it says upload documents. That's where you're gonna click to upload your claim.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, so if I upload it, can I copy it? Can I print it and fill it out and then re scan it and send it back to y'all?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And also she said there's an accident form and a hospital form, where would that be at all on the uploaded documents.
[AGENT][NEUTRAL] OK, if you're looking for the form, the form is in the home page.
[AGENT][NEUTRAL] Um, you do have a link there where it says claims and forms. You will click on that and look for the disability claim form.
[CUSTOMER][NEUTRAL] That's on this page right here.
[AGENT][NEUTRAL] In that page you will see claims and forms or claim form.
[CUSTOMER][NEUTRAL] Where, where is that TV at?
[CUSTOMER][NEUTRAL] I'm looking right now, it says available ID card accident.
[AGENT][NEUTRAL] In the middle of it.
[CUSTOMER][NEUTRAL] I'm on
[CUSTOMER][NEUTRAL] It says my name
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] I see right here baby.
[AGENT][NEUTRAL] If you don't see it there, you can click on the bold letters APL and it will take you to the home page.
[CUSTOMER][NEUTRAL] OK, that's it
[CUSTOMER][POSITIVE] OK, workforce benefits, that works for you, got it. This is got it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Look for benefit works for you, see how.
[AGENT][NEUTRAL] Claim claim forms, claims and forms.
[CUSTOMER][NEUTRAL] Yeah, it's
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] They have been formed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Go to the bottom of that.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Sign in and register.
[AGENT][NEUTRAL] No, you're gonna click on claims and forms. It's gonna give you a list of claims and forms.
[CUSTOMER][NEUTRAL] I did
[CUSTOMER][POSITIVE] I did that already. I'm want to claim this one right now. It finally claim may not be the highlight of your day, but we got you back.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You can file your claim online or by mail or fax.
[CUSTOMER][NEUTRAL] A team is based
[CUSTOMER][NEUTRAL] Then it then it says files claims online 24/7.
[CUSTOMER][NEUTRAL] And it says sign in slash register or other ways to submit your claim.
[CUSTOMER][NEUTRAL] Which one should I do?
[AGENT][NEUTRAL] I'm not sure where you what.
[CUSTOMER][NEUTRAL] Download the form.
[AGENT][NEUTRAL] OK, do you have a list of forms?
[CUSTOMER][NEUTRAL] I mean at the very.
[CUSTOMER][NEUTRAL] It says claim informed that year.
[CUSTOMER][NEUTRAL] Yes, it says uh.
[AGENT][NEUTRAL] Do you see the first one that says accident claim form?
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] And claim, authorization claim, taxing the claim form. I see that one, yes, ma'am.
[AGENT][NEUTRAL] OK, so that's not, OK, so no, that's not the one you need. I'm just making sure you're on the right page. OK, so you're gonna scroll down.
[AGENT][NEUTRAL] You're gonna go to the 2nd page.
[CUSTOMER][NEUTRAL] The web page?
[AGENT][NEUTRAL] The 2nd page, the number 2.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, she said, I, it was an accident. I fell in the hold of a boat. She said I had to claim that farm with the oil.
[AGENT][NEUTRAL] Yeah, but it's OK. You're, you're trying to get your disability, so you need a disability claim form. OK. So on the second page you're gonna scroll down and it's gonna be almost to the last, um, it's gonna be the 3rd to the last. It says short term disability claim form. That's the one that you're gonna need, OK? So just download the form and fill it up and send it back to us.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] I got it, yes ma'am.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I send it back to y'all on this, this email address.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I just put it.
[AGENT][NEUTRAL] OK. Once you fill it up, um, you can go ahead and upload it to your policy where we were in the beginning, where you had your um information, where it says upload document, that's where you're gonna upload your claim form. Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Perfect. And also I have to go after that, I have to do the hospital claim form and an accident claim form.
[AGENT][NEUTRAL] No, no, no, no. We only need the disability, um, are you, let me, give me just a second because, uh, let me see if you have more than one policy. It sounds like it. Yeah, you do have more than one policy. OK, so, yes, yes. If you're doing one for the hospital indemnity, you need the hospital indemnity claim form. If you're doing one for the accident, you do the accident claim form.
[CUSTOMER][NEUTRAL] Yeah, she said I had an accident in hospital.
[CUSTOMER][POSITIVE] Shout out to all three of those, right?
[AGENT][POSITIVE] Yes, correct.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright ma'am, but you did say I needed a letter from my doctor, so I will be going to my doctor [PII]. I'll get the letter from him stating that the surgery was done on [PII], and I'll upload everything at the same time. That'll be fine.
[AGENT][NEUTRAL] That's gonna be under the short-term disability form. That short-term disability form has a part that is for the doctor. So you will take that with you and he can feel the the part that corresponds to the doctor, OK?
[CUSTOMER][NEUTRAL] OK. Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yes ma'am. Yes ma'am, yes ma'am. Thank you so much, ma'am.
[AGENT][NEUTRAL] Mhm. That's
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] That'll be, that's gonna be it. I'm gonna do this, uh, I'll probably do this over the weekend. I'll get my fiancee to help me. I'll print it out and start filling all the forms out.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Oh, OK. Yes. There is no timely filing limit, so whenever we get it, we, we'll go ahead and process it, OK?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Oh thank you so much, ma'am. You have a great day.
[AGENT][POSITIVE] You're welcome. You as well. Have a good afternoon and thank you for calling ATL. Bye-bye.
[CUSTOMER][POSITIVE] OK bye bye. Thank you.