AccountId: 011433970860
ContactId: 95dc8dd5-eab5-4670-822d-896914cbe945
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 608750 ms
Total Talk Time (AGENT): 327338 ms
Total Talk Time (CUSTOMER): 155802 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/95dc8dd5-eab5-4670-822d-896914cbe945_20250128T18:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi there, my name is [PII], and I was trying to create an account.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Um, just as a customer, not as an employer, and it's saying it can't find me for one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and for 2.
[CUSTOMER][NEUTRAL] The wellness claim form, what policy can I send that in for?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, let me get your, see what policies you have with us, [PII], um, as far as it.
[CUSTOMER][NEUTRAL] I can tell you.
[AGENT][NEUTRAL] OK, um, well, go ahead, sorry. No, you're fine.
[CUSTOMER][NEUTRAL] I have the short term
[CUSTOMER][NEUTRAL] Oh, go ahead.
[CUSTOMER][NEUTRAL] I have short term, I have short-term disability, the accident, and then the critical illness.
[AGENT][NEUTRAL] OK, it would most likely be the critical illness. Um, I would have to have the policies pulled up just to make sure though because all of our policies are written differently, um, as for you not being able to create an account, the information that you input to create the account does have to match what we have in our system so we can go through and verify that all of that information is correct. 9 times out of 10 it's a different email, but we'll check all of that. Um, first, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and then uh can I have just one of those policy numbers? It doesn't matter which.
[CUSTOMER][NEUTRAL] 2.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What did I do with it? Give me a second.
[CUSTOMER][NEUTRAL] 443-689.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. I'm just gonna verify some information really quick. [PII], can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII], which [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that and I see the problem already we do not have an email address on file for you uh so that's why we're having some issues um, what would you like that email address to be?
[CUSTOMER][NEUTRAL] Do I have to enter an email address?
[AGENT][NEUTRAL] Yes, if you're going to create an account on our online portal, you do have to have an email address. We won't send you anything unless you ask for it though.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII] that's [PII].
[AGENT][NEUTRAL] OK, that was [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, and that was [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] OK, got it. I will get that added really quick um are you where uh we could test it while we're on the phone just to make sure that it's going to work for you? Perfect. OK, I'll let you know when this is saved.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] I'm like I tried both of my emails before you even said that.
[AGENT][NEUTRAL] Yes, again, it, it's so it it does have to match exactly what we've got so if we didn't have an email on file, it wouldn't work. OK, so I did go ahead and get that added, um, if you wanna give that another shot also um just before you do that, I'm sorry, there's a spot where it asks for a member ID or a social security number you're going to enter in a social um I know some people get that confused thinking the member ID is the policy number that is different.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, does it have to have dashes for the social?
[AGENT][NEUTRAL] No, ma'am, no dashes.
[CUSTOMER][NEUTRAL] Is my last name [PII]?
[AGENT][NEUTRAL] We've got your last name is [PII].
[CUSTOMER][NEGATIVE] OK, it's not working.
[AGENT][NEUTRAL] With uh [PII]
[CUSTOMER][NEUTRAL] [PII] mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] You said it's still not working?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, try refreshing it, um, sometimes it can take a minute since I did just add it.
[CUSTOMER][NEUTRAL] Let's see new user individual next.
[CUSTOMER][NEUTRAL] Can you verify the email again?
[AGENT][NEUTRAL] Yes, so that was the letter [PII] oh, excuse me, hang on, yeah.
[AGENT][NEUTRAL] [PII] oh.
[CUSTOMER][NEUTRAL] No, oh, easy.
[AGENT][POSITIVE] Uh-huh. OK. Sorry about that.
[CUSTOMER][NEUTRAL] That's OK. I'm like, why is it not working? Maybe I heard it wrong.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Updated. OK, that is updated and that was [PII], correct? OK.
[CUSTOMER][POSITIVE] Correct, correct.
[CUSTOMER][NEUTRAL] OK, let me go back here.
[CUSTOMER][NEUTRAL] Now it's working OK now it went through.
[AGENT][POSITIVE] OK, sorry about that.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] OK, so now that you're on the site I can still check if you'd like for me to um but if you simply go to fill out a wellness claim, um, it will go to whichever policy has that coverage by default.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then for future just so that you're aware um I don't know if you've been told this or not so I'm sorry if this is repeated information um but the website if you were to submit any claim information it does have to be accessed on a desktop or a laptop computer it does not have support for mobile devices um and the best browser to use would be Google Chrome, but it does have support for Microsoft Edge and Safari just not websites like, uh, or I'm sorry, browsers like Firefox or ones like that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Just so that you're aware.
[CUSTOMER][NEUTRAL] OK, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Were you gonna look and see at the thing at
[AGENT][POSITIVE] I can absolutely.
[CUSTOMER][NEUTRAL] Yeah, go ahead I'll let you go ahead.
[AGENT][NEUTRAL] Yeah, OK, sure, give me just a moment, let me get that pulled up.
[CUSTOMER][NEUTRAL] Because I still
[CUSTOMER][NEUTRAL] I have to create the account completely it let me in, but.
[AGENT][POSITIVE] No worries if you ever forget that uh username or password you can always give us a call we'll be able to recover that very easily.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So yes, that wellness benefit is on your critical illness policy.
[CUSTOMER][NEUTRAL] OK, and is um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is it just for going to like our wellness checkup?
[AGENT][NEUTRAL] You've got two different ones um that both fall under that wellness benefit. Uh, you've got one for a health screening and then you've got one for a mammogram.
[CUSTOMER][NEUTRAL] And does it apply for all three of us?
[AGENT][POSITIVE] Yes, uh, for you and dependent children, yes.
[AGENT][NEUTRAL] And it would pay $50 per wellness benefit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And do I need to attach like the EOB? I've never done one of these.
[AGENT][POSITIVE] Sure, no worries, um, if you have it, that would be great. If not, um, we could always just request further information if needed.
[AGENT][NEUTRAL] Typically the information that you fill out on that, it will prompt you for the information that's needed when you follow those screens.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, oh, I printed it out so I can just do it online?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh yes you can absolutely do it online um most of the time with, uh, I, I know Google Chrome you can fill it out in the browser and then there's going to be a spot on the website that says, you know, upload documents or upload claim information and you could submit it that way.
[CUSTOMER][NEUTRAL] Oh, OK, that'll work.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] One other thing with the critical illness, um, is alopecia considered one of the critical illnesses or no?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What was it called? I'm sorry?
[CUSTOMER][NEUTRAL] Alopecia.
[CUSTOMER][NEUTRAL] It wasn't on the form?
[AGENT][NEUTRAL] Alopecia, I'm not familiar with that. Let's see.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] It's um
[CUSTOMER][NEUTRAL] Autoimmune disease.
[AGENT][NEUTRAL] OK, let's take a look.
[CUSTOMER][NEUTRAL] And it just kinda hit her this year.
[AGENT][NEUTRAL] Oh gosh, I'm so sorry. That's awful. Let's see, I.
[CUSTOMER][NEGATIVE] Yeah, it's been awful.
[AGENT][NEGATIVE] Do not see that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Listed. Um, let me see if just, you just say it's autoimmune disease, so let me see if anything like that is.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, there are only two autoimmune diseases that are covered, uh, systematic lupus and uh
[AGENT][POSITIVE] Oh my goodness. Sclerosis?
[CUSTOMER][NEUTRAL] Who?
[AGENT][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] No, that's OK. It's
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, if you would like, um, you should be able to access this information on the website, but I can email you copies of the your policies if you'd like also so you've got that information.
[CUSTOMER][NEUTRAL] Well, when I get in I'm sure I'll find it.
[AGENT][NEUTRAL] OK, yeah, if you need help or anything just give us a call back. Did you have any other questions for me?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] No, I think that's good. Thank you.
[AGENT][POSITIVE] OK awesome yeah of course thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Alrighty you too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.