AccountId: 011433970860
ContactId: 8acc7740-b521-4025-9fbd-75ced2c2f094
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 474940 ms
Total Talk Time (AGENT): 298319 ms
Total Talk Time (CUSTOMER): 133277 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/8acc7740-b521-4025-9fbd-75ced2c2f094_20250205T21:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII].
[CUSTOMER][NEUTRAL] And I'm calling on behalf of my father-in-law [PII]. um, he called and spoke to someone last week. He has a policy with you guys and he's had a couple of hospitalizations related to falls and he doesn't seem to know how to file a claim or what's needed, what he needs to do, um.
[CUSTOMER][NEUTRAL] And he, he spoke to someone he thought her name was [PII] on the [PII] and so um I'm calling to follow up and see what I need to get in for him to file a claim.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let's take a look, [PII]. What is his policy number? Do you have that?
[CUSTOMER][NEUTRAL] I do. It is 9B as in boy 0059120.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, this is an older policy, so bear with me here a second, let me.
[CUSTOMER][NEUTRAL] Yeah, it's very old.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] And he thinks that whoever he talked to told him to call the hospital and tell the hospital to call you guys and send them records and I know that that's never gonna happen.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um, so that's why I'm calling.
[AGENT][NEUTRAL] Yeah, I mean, I mean it is generally I'll say [PII] easier like if you can get a provider to of course file the claim for you um but I get it, it doesn't always happen, um.
[AGENT][NEUTRAL] OK, um, and I'm guessing, do you know, has he ever he's probably never signed in online or anything like that?
[CUSTOMER][POSITIVE] Oh [PII], no, no, he definitely has it.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] All right, um, OK, so I've got his policy pulled up. Can you verify his date of birth and then address?
[CUSTOMER][NEUTRAL] Yes, his date of birth is [PII] and his address is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so you can get the actual claim forms, um, from our website. It looks like this particular policy is an accident policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And so it would be under the accident claim form.
[AGENT][NEUTRAL] Um, claim forms can be submitted to us via online. We do have a portal which I can give that to you or they can be sent in the mail or faxed, so it's really whatever is easiest.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, OK, I mean I can do it online, so that's fine.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So, the web address that you're gonna go to Michelle, is gonna be [PII]. So that's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now on this site, um, when you get to the page you're gonna see on the home page um if you pan right there's two different links that you're gonna use one is the claims and forms that's where would go to locate that accident claim form.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, when you get there you can download it or can print it. It does have on page one complete instructions as far as what is needed for the claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it does break it down like as far as, you know, if it was an accidental injury, then we need an itemized medical bill. Um, if it was like a gunshot wound, motor vehicle accident, it breaks all that stuff down. Um.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, if you on the same home page, if you pan even further right, you'll see a link there that says sign in. And if you click on that, that takes you to a secured site, which will then prompt you to log into our service center.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] He is of course never created a log in so you'll wanna go to new user.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then I'm an individual with an APL policy. When you do that, I will say it does ask for his last name, social, zip code, and then email. Let me see if there's an email on file.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] He has
[CUSTOMER][NEUTRAL] I mean they
[AGENT][NEUTRAL] An iCloud email on file.
[CUSTOMER][NEUTRAL] Does he have brand? Oh, he has an iCloud email no.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] OK, I can, so I.
[CUSTOMER][NEUTRAL] Oh wow, that's 20 year old email address.
[CUSTOMER][NEUTRAL] So he must have had her email something at some point, um, so can I change that to my email?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] When I go in there to create an account?
[AGENT][NEUTRAL] So when you very first sign up I will say you have to use the email that's on file and it looks like.
[AGENT][NEUTRAL] Looks like aside from [PII] I think [PII] is the only other one that can make changes on here.
[CUSTOMER][NEUTRAL] Probably she's deceased.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Oh goodness, OK, we probably need to get you guys something to get like an authorization form so you guys can.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] If you need to make changes and stuff.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I can get that. I can email that personally to you, [PII].
[CUSTOMER][POSITIVE] OK, that would be great.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Do you think that just in creating the account like I'll I'll email you this form but if you can just put that email in there to create the account um.
[CUSTOMER][POSITIVE] Yeah, I can do that that's no problem.
[AGENT][NEUTRAL] OK, alright, let's see. OK, 3rd party authorization. That's what I need to send to you. What is your email address, [PII]?
[CUSTOMER][NEUTRAL] It's uh [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] And that's his email on just about everything because he's never created an account on anything.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Um, and on this form you can either mail it back to us or fax it to us. Um, that information is also, um, on the form, so obviously if you could fax it, that's the quickest way, but.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sure, OK, I can do that.
[AGENT][NEUTRAL] OK, um, so yeah, so once you get in there, um, then you should see under my claims there's gonna be a big green button it'll say upload files that's where you're gonna upload your claim form and then just any some supporting documentation for his claim.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Can you take that much.
[CUSTOMER][NEUTRAL] I've got sandwiches.
[CUSTOMER][POSITIVE] OK, I can, I can manage that. I'll navigate that.
[AGENT][NEUTRAL] Yeah, so, um, and if you have any questions or concerns just feel free to reach out, of course.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Definitely will do thank you you've been very helpful.
[AGENT][POSITIVE] You're welcome, [PII]. Have a good one.
[CUSTOMER][POSITIVE] Mhm I appreciate it you too bye bye.
[AGENT][NEUTRAL] Bye bye.