AccountId: 011433970860
ContactId: 8ae2a794-5293-41fc-b400-53222ee3df04
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 998539 ms
Total Talk Time (AGENT): 452268 ms
Total Talk Time (CUSTOMER): 308903 ms
Interruptions: 4
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/8ae2a794-5293-41fc-b400-53222ee3df04_20250530T17:22_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] Yes, I'm trying to make open up my account for um my insurance and it's saying that my user is not found.
[AGENT][NEUTRAL] OK, so this is for your personal policy that you're trying to set up your profile for?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes, through, through work.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And who am I speaking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your last name?
[CUSTOMER][NEUTRAL] Please
[AGENT][NEUTRAL] And spell your last name.
[CUSTOMER][POSITIVE] Pleasant.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is your callback number please, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and your policy number, please?
[CUSTOMER][NEUTRAL] Of my regular insurance?
[AGENT][NEUTRAL] Your, of the policy you have with our company?
[CUSTOMER][NEUTRAL] So uh we've never received any kind of uh ID card, so I don't know my policy number.
[AGENT][NEUTRAL] OK, [PII], so but the this is for your employer that you have the coverage, is that correct?
[CUSTOMER][POSITIVE] Yes, it's uh it's my husband. I'm, I actually have him on the way over here to come and verify that you could speak with me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what is your husband's full social security number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. One moment while I'm locating that information and you said that he is gonna be available.
[AGENT][NEUTRAL] Just speak to me, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, he's outside right now. Uh, my daughter's gonna get him.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I need you to come talk to insurance, tell them that I could speak with them.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Uh, hi, this is, hi, this is [PII] with APL. How are you today?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] I'm alright man how you doing?
[AGENT][NEUTRAL] I'm doing fine. So, um, your wife was calling to get assistance in setting up the online service center profile, however, there's only certain things that we can do with you as being the primary policy holder without your verbal authorization for this one phone call only. So I do need to verify some things with you first for security. So if you could please verify your full name and date of birth for me.
[CUSTOMER][NEUTRAL] [PII] plays on his Junior 721 [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you and then your home mailing address.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you. The phone number that we would have on file for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And then lastly your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. So do you authorize me to speak to [PII] and explain how to set up that profile in the portal?
[CUSTOMER][POSITIVE] Yes ma'am, is there any way I could set it up so she can always talk to you?
[AGENT][NEUTRAL] There is actually a form that you can complete. It's a third party authorization form that we can put on file. I can email it to your address if you would to that email if you would like, or you all can print it directly from our website. It's just whichever you want to do.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Can you please send it to that email address?
[AGENT][NEUTRAL] Uh, yes, I'll be happy to do that. So I'll do that once um she and I are finished with the call and uh that email that you're gonna receive will come from care team at [PII] and I will put a PL in the subject line for you as well.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] OK, well, you're very welcome. So yes, sir. I'll be happy to uh speak with [PII] and help her with the portal.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] All right. You're welcome.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII]. All right, so give me just a moment to get this form pulled up so that I, I don't know if he had me on speaker or not, but I'm going to email him.
[CUSTOMER][NEUTRAL] Mm
[AGENT][POSITIVE] A form that he can complete and return to us so that we can get on it on file and that way in the future you know you can call in and we can discuss things with you without him having to.
[AGENT][NEUTRAL] Be on every call.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So give me just a moment.
[CUSTOMER][NEUTRAL] I hope it's in the microwave this this package right there, bring it here.
[CUSTOMER][NEUTRAL] Why that?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I
[AGENT][POSITIVE] It's taking a moment, [PII] for me to get this form to him, so give me just a second. Thank you for your patience. Thank you.
[CUSTOMER][POSITIVE] Yeah, not a problem.
[CUSTOMER][NEUTRAL] Please I.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] And get me a towel to clean.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] OK [PII], so I have emailed um your husband I've emailed [PII] the user guide for the portal and also that third party authorization form so that he can complete that and send that back to us and then we can get that on file now in setting up the portal, all of the information he did authorize me to assist you with that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Today, so all of the information and setting that up will be his information because he is the subscriber.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Right, and that's that's what I did put, but it's still saying.
[CUSTOMER][POSITIVE] That um seems to be a problem no user was found.
[AGENT][NEUTRAL] OK, so how did you?
[CUSTOMER][NEUTRAL] And that's what happened last time.
[AGENT][NEUTRAL] Uh-huh. So let me ask you, how are you entering the last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Space JR, he has the junior on it.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] So try it with, you know, just the space and then JR.
[CUSTOMER][POSITIVE] Wow, that was it.
[AGENT][NEUTRAL] Yes. Yes, for security purposes, it's very sensitive. So, um,
[CUSTOMER][POSITIVE] Something so simple.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Now there we are in the process of making some updates in the portal so that will be coming um but when you do go to log in you know it would prompt you for any anything it needs you to do but it did allow you to set it up now since you corrected that on the name or added the JR to it.
[CUSTOMER][POSITIVE] Yes please.
[AGENT][POSITIVE] OK, good.
[AGENT][NEUTRAL] So is there anything else that I can help you with at the moment?
[CUSTOMER][NEUTRAL] I believe that is it, um.
[CUSTOMER][NEUTRAL] Let me, so let me ask you this.
[CUSTOMER][NEUTRAL] I, my son got into an accident in May.
[CUSTOMER][NEUTRAL] Uh, no, sorry, [PII].
[CUSTOMER][NEUTRAL] Um, so that's what I'm trying to file for the accidental.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] And what's your son's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right, so you're gonna be filing a claim for him, is that correct?
[CUSTOMER][NEUTRAL] Yes, yes, ma'am, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But so I had spoke with someone a while back.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] And they said um that I needed a document filled out by a doctor.
[AGENT][NEUTRAL] Yes, ma'am. Now, do you have the claim form already, [PII], because that has all the instructions for exactly what you would need to submit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You said
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes ma'am, I do have that form, um, the statement of insured. I brought the the form for the doctor to fill out.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And they lost it
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They first they gave me some trouble about him even filling it out.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, and I went back to get it.
[AGENT][NEUTRAL] And I
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And they're, they're now saying that they don't fill that stuff out.
[AGENT][NEUTRAL] OK, but that is, so that is a required piece of information that we would have to have on that accident claim form. Mhm.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] There is an attending physician statement.
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] That's required.
[CUSTOMER][NEUTRAL] OK, so I tell you, yeah, but I I do not have it on this.
[CUSTOMER][POSITIVE] Oh my goodness
[AGENT][POSITIVE] Now, the client, I wanna make sure again. I wanna.
[CUSTOMER][POSITIVE] And they told me like I couldn't wait for it.
[AGENT][POSITIVE] They told you what? I'm so sorry. What did you say? OK, so.
[CUSTOMER][NEUTRAL] What's that?
[CUSTOMER][NEUTRAL] They told me that um.
[CUSTOMER][NEUTRAL] Yes, I have it right here. So they said that um I couldn't.
[CUSTOMER][POSITIVE] I couldn't wait for it because he was busy. I mean, it was an ER doctor.
[AGENT][NEUTRAL] Mhm. Mhm.
[CUSTOMER][NEUTRAL] So to come back, so when I went back, they like I just spent, I was just back in [PII] with my husband and I went to try and get it and they have no idea where this is at.
[AGENT][NEUTRAL] OK, so you would just need to, yeah, you would just have to provide them with another.
[CUSTOMER][NEUTRAL] So I guess I should just.
[AGENT][NEUTRAL] With that page again of the claim form for completion.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do you still have the claim form, I mean, the entire claim form, because you can print it. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, I have another one. he, he had printed up two of them for me, um, so I do have the attending physician statement.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I guess I'll go right back to the emergency room right now and see if he could fill it out.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] What does, what all does this group accident cover?
[AGENT][NEUTRAL] OK, so now, yeah, you can. Uh, there's actually a full, the, the policy certificate with all of the benefits are in the portal. So you would just click on that policy number.
[CUSTOMER][NEUTRAL] Can I look up that on here?
[AGENT][NEUTRAL] For the accident policy.
[AGENT][NEUTRAL] And it will download in a PDF format, a copy of the policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] With all the benefit information. Mhm. And it's breaking down into categories as far as like for mister, I mean for [PII] or for you or for dependent children because the benefit amounts vary depending on, you know.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[AGENT][NEUTRAL] Which one of you it is. Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But that's all broken down in the policy. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so he actually just, just oh it's excluding fingers. He just dislocated his finger. We just left, got home from there.
[AGENT][NEGATIVE] Oh, no.
[AGENT][NEGATIVE] Those are no fun. I've had those myself, no fun at all.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEGATIVE] Oh no, it's, it was not.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] So, OK, well, um, yeah, I'll just go, so let me see.
[CUSTOMER][NEUTRAL] So to file a claim I can upload files, right?
[AGENT][NEUTRAL] So my, my best.
[AGENT][NEUTRAL] Correct. So you would have the completed claim form in addition to the other documentation.
[AGENT][NEUTRAL] That's listed in the instructions that you would have to provide you can save all, once you have all that together, you can save that on your computer and log into the portal and you can upload.
[AGENT][NEUTRAL] That directly into the online service center for any reason your file, you know, it's too large and you have to break it up into multiple uploads, that is fine, the system will know to tie it all together.
[AGENT][NEUTRAL] But the user guide that I sent to uh [PII]'s email gives some instructions on like the type of file and the size of file that you can upload.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty, I see. And uh does this well.
[CUSTOMER][NEUTRAL] So will I need an
[CUSTOMER][NEUTRAL] Um, he had an ambulance trolley.
[AGENT][POSITIVE] Yes, ma'am. We will.
[CUSTOMER][NEUTRAL] Do I have.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] What's that?
[AGENT][NEUTRAL] Go ahead with your question.
[CUSTOMER][NEUTRAL] Is that, is that covered?
[AGENT][NEUTRAL] Uh, let me pull up, so.
[CUSTOMER][NEUTRAL] That's what I'm trying to look at.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] For ground, there are benefits in the amount of $150 for, this is for your husband that you're inquiring on?
[CUSTOMER][NEUTRAL] Uh, actually, no, it's my son.
[AGENT][NEUTRAL] OK, so it shows the benefit would be $150 if approved.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That is for ground or water.
[AGENT][NEUTRAL] Ambulance transportation.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, well if I have any other questions I'll um I'll call.
[AGENT][POSITIVE] Well, yes, ma'am. I will be happy to help you if you have any additional questions, I'll be happy to try and assist you with those.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] OK, well, that is all that I could help you with at the moment. Uh, thank you again, [PII], for calling APL and I hope that all of you have a very nice weekend.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.