AccountId: 011433970860
ContactId: 997e3109-7719-4b59-aa27-e607284bd625
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1806910 ms
Total Talk Time (AGENT): 445823 ms
Total Talk Time (CUSTOMER): 457649 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/997e3109-7719-4b59-aa27-e607284bd625_20250421T18:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], I'm having trouble, uh, creating an email account. I'm, I haven't had to file for any.
[CUSTOMER][NEUTRAL] Uh, reasons before, so.
[CUSTOMER][NEUTRAL] I guess it, it appears I put in my policy number. I guess I need something else.
[AGENT][NEUTRAL] Hm, OK, let's, let's take a look. What is the policy number that you have?
[CUSTOMER][NEUTRAL] And I'm not sure what
[CUSTOMER][NEUTRAL] 2, I've got 4 of them.
[CUSTOMER][NEUTRAL] 218-208
[CUSTOMER][NEUTRAL] 6
[CUSTOMER][NEUTRAL] 089087 and 088
[AGENT][NEUTRAL] OK, so what is the first one end in? I'm sorry.
[CUSTOMER][NEUTRAL] 86.
[AGENT][NEUTRAL] OK, I mean.
[AGENT][NEUTRAL] Try this.
[CUSTOMER][NEUTRAL] Looks like it's 868-788 and 89 on this papers.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and then for security, I will need to verify please your first and last name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And then if you could verify the physical address and email address we should have on file.
[CUSTOMER][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then uh what was the other question?
[AGENT][NEUTRAL] Uh, your physical address, please.
[CUSTOMER][NEUTRAL] Mine is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, so when you're clicking on sign in and then new user you selected I'm an individual with an APL policy correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. And then do I would put your last name, social, and zip code?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] In the email address portion, you need to make certain that you use the [PII] um that email because that's, yeah, that's the one you have on here.
[CUSTOMER][NEUTRAL] Click on you.
[CUSTOMER][NEUTRAL] I did.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I did the only thing I didn't do was to use when it asked for a user, I put in [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] On the one I didn't know.
[AGENT][NEUTRAL] Yeah, and the first box.
[CUSTOMER][NEUTRAL] didn't ask for
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Did it asked for a password but I haven't set up a password yet, you know, so.
[AGENT][NEUTRAL] Right, so you on the log in page you're, you need to click on new user, do you see that to the right?
[CUSTOMER][NEUTRAL] Hold on a second, let me
[CUSTOMER][NEUTRAL] Questions.
[CUSTOMER][NEUTRAL] Step one is where I am right now. I see.
[CUSTOMER][NEUTRAL] I see new user. Step 3 is that.
[CUSTOMER][NEUTRAL] Uh, I see new user.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so if you're on step 3, then you would want to just complete that to create your login.
[CUSTOMER][NEUTRAL] I haven't got to step 3. It wouldn't let me get past step 1.
[CUSTOMER][NEUTRAL] Alright, [PII].
[AGENT][NEUTRAL] OK, so on
[CUSTOMER][NEUTRAL] Let me go to next and
[CUSTOMER][POSITIVE] Sees what it says right.
[CUSTOMER][NEUTRAL] I am an individual. I am an employer, so I clicked on. I am an individual.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Then it said next
[CUSTOMER][NEUTRAL] Alright, so I went to the next one.
[CUSTOMER][NEUTRAL] I put uh [PII].
[CUSTOMER][NEUTRAL] I put, uh, now it asked for a member ID number or Social Security. I didn't put that in.
[AGENT][NEUTRAL] And you wanna put your social in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Residence zip code.
[CUSTOMER][NEUTRAL] Email
[CUSTOMER][NEUTRAL] And date of birth.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I don't need this one. I'm just.
[CUSTOMER][NEUTRAL] Hold on a second. That was my grandbaby.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] I put my glasses on right next.
[CUSTOMER][NEUTRAL] Oops.
[CUSTOMER][NEUTRAL] There seems to be a problem. Let's see.
[CUSTOMER][NEGATIVE] The user was found with the information that was entered, please, no user was found with the information that was entered.
[CUSTOMER][NEUTRAL] Please try again.
[AGENT][NEUTRAL] OK, so let's just double check. We have [PII] and the last name.
[CUSTOMER][NEUTRAL] We do.
[AGENT][NEUTRAL] We have the uh the social incorrect zip code is [PII].
[CUSTOMER][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] OK, there we go. There's the issue. They have your date of birth month as October, not September. It's [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEGATIVE] That's the issue.
[CUSTOMER][NEUTRAL] But how would that
[CUSTOMER][NEUTRAL] You mean on my policy I do?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] So let's fix this.
[CUSTOMER][NEUTRAL] I've only had it since '71, so.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Date of birth hadn't changed in 74 years, huh.
[AGENT][NEUTRAL] Yeah, I hear you. Let me get it corrected on these. Give me, it's gonna take me just a second here.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I've got one of them fixed here. Let me just go on to the next one. I'll need to update it on each one, make sure it's accurate here.
[CUSTOMER][NEUTRAL] Yes, ma'am, please.
[AGENT][POSITIVE] All right. I'm on the last one here, [PII]. Appreciate your patience.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] I appreciate you doing that.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I kept thinking I was typing it out.
[AGENT][NEUTRAL] It's important to have the right date of birth, that's for sure.
[CUSTOMER][POSITIVE] Yeah, that probably it's gonna be a help.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] All right, let's see here.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Wish I wish I could turn it back. That would be nice.
[AGENT][NEUTRAL] Yeah, I have those days myself.
[CUSTOMER][POSITIVE] Good
[CUSTOMER][NEUTRAL] I'd go way further back than that.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, [PII]. Give it a go now online and see hopefully it's gonna let you move forward.
[CUSTOMER][NEUTRAL] Alright, let's see.
[CUSTOMER][NEUTRAL] Nope, no user was found by the information there just.
[CUSTOMER][NEUTRAL] Is there a persist call. I called you.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright, maybe I need to go back and start over.
[AGENT][NEUTRAL] Maybe try that because yeah.
[CUSTOMER][NEUTRAL] Yeah, it gives me that same thing. Let's see.
[AGENT][NEUTRAL] Yeah, maybe.
[CUSTOMER][POSITIVE] Oh well now I'm going to let's go.
[AGENT][NEUTRAL] Close out of it and try opening a new one.
[CUSTOMER][NEUTRAL] [PII] here we are.
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] I am an individual.
[CUSTOMER][NEUTRAL] Next
[CUSTOMER][NEUTRAL] Last night
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Social Security.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Well.
[CUSTOMER][NEUTRAL] Date of birth.
[CUSTOMER][NEUTRAL] A lot.
[CUSTOMER][NEUTRAL] 9
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Next.
[CUSTOMER][NEUTRAL] Nope, no user was found with the information that was entered. Please try again.
[CUSTOMER][NEUTRAL] From a person.
[AGENT][NEUTRAL] Hm, let me see.
[CUSTOMER][POSITIVE] All of the information I entered is correct.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Let me see if I can get it to move forward.
[CUSTOMER][POSITIVE] Good luck.
[AGENT][NEUTRAL] And the date of birth is [PII].
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What would you like to use as a username?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Now where it highlights.
[CUSTOMER][NEUTRAL] Some of them are in blue and some of them are in yellow.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Is there a difference there?
[CUSTOMER][NEUTRAL] Like the last name is in yellow.
[CUSTOMER][NEUTRAL] And the email information is in yellow.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Don't know whether that's the difference.
[AGENT][NEUTRAL] OK, try to go to the log in.
[AGENT][NEUTRAL] And put in the username [PII].
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] And then the password.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] and then [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Submit.
[CUSTOMER][NEUTRAL] Hello, hello, [PII]. You can receive claim status updates via text messages from Public Life.
[CUSTOMER][NEUTRAL] And enter your 10 digit phone number to receive updates.
[CUSTOMER][NEUTRAL] I guess all that I got.
[AGENT][NEUTRAL] Yeah, that should have gotten you in and then you should be able to you can reset that password to something that you prefer if you would like.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now I have a few questions.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEGATIVE] My wife had a heart attack.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And she, uh, and she
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I had to have a stent put in. Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And, uh, and she, uh,
[CUSTOMER][NEUTRAL] They had to perform CPR on it and they had to shock her.
[CUSTOMER][NEUTRAL] went into the hospital, had a stent put in, was in for a couple of days.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I'm trying to figure out which how to claim this or where to claim it.
[CUSTOMER][NEUTRAL] And I see I've got hospitalization.
[CUSTOMER][NEUTRAL] Policy, I guess critical illness.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is that what that is?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] C I I yes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] A cancer and an acute care.
[CUSTOMER][NEUTRAL] So I'm trying to figure out which one do I need to apply to a couple of different ones or just
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Where do you go from there?
[AGENT][NEUTRAL] Yeah, let me see if your
[AGENT][NEUTRAL] Critical illness has anything for heart attack?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So critical illness looks like you do have a benefit on here for heart attack.
[AGENT][NEUTRAL] Um, it shows there's a spouse benefit of $5000.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, they also have a benefit on here. I don't know if this would apply. It shows sudden cardiac arrest of 2500.
[CUSTOMER][NEUTRAL] And the
[CUSTOMER][POSITIVE] Well, that definitely would apply.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] She had 90% blockage in her right artery.
[AGENT][NEUTRAL] Yeah, so it's
[CUSTOMER][NEUTRAL] So she basically they.
[CUSTOMER][NEUTRAL] They basically
[CUSTOMER][NEUTRAL] Uh, perform CPR on it for.
[CUSTOMER][NEUTRAL] A long period of time and then ended up having the shocker.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] To get her back so
[AGENT][NEGATIVE] So definitely under.
[CUSTOMER][NEUTRAL] And in hospitalization.
[AGENT][POSITIVE] Yeah, definitely you wanna.
[CUSTOMER][NEUTRAL] Hospitalization.
[AGENT][NEUTRAL] File on the critical and the hospital one.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] They put her in uh for 2 days.
[CUSTOMER][NEUTRAL] To put, took her in, put it to the closest hospital, put a stent in the right artery.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I think we were in there 2 maybe 3 days.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then, uh, and then, uh, was on, uh.
[CUSTOMER][NEUTRAL] A monitor for a week to make sure everything went well.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And she's doing fine. I just.
[AGENT][POSITIVE] Good. Glad to hear it.
[CUSTOMER][NEUTRAL] Paying bills.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, so then the other one that you have is an accident. Let me see.
[AGENT][NEUTRAL] Um, yeah, so it looks like I would, I double checked your cancer policy too because sometimes those cancer policies do have like a heart attack and stroke like additional benefit on them. I don't see that um on yours, it looks like, um.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, file definitely under your hospital indemnity and then also under the critical illness uh for, for those. Um, it doesn't look like you would want, need to file under the other ones.
[CUSTOMER][NEUTRAL] OK, so for the hospitalization it says here 2000 times 2.
[CUSTOMER][NEUTRAL] So I guess they covered 2 days, is that how they do it?
[AGENT][NEUTRAL] Um, let me look at your indemnity plan here and see.
[CUSTOMER][NEUTRAL] No, this was under the hospital.
[CUSTOMER][NEUTRAL] Well, I don't know. You know better now.
[AGENT][NEUTRAL] Let me see what it says here.
[CUSTOMER][NEUTRAL] Says option 2 2000 times 2.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] OK, so hospital admission benefit, it looks like they'll pay $2000 per day, a maximum of 2 days per calendar year per covered person.
[AGENT][NEUTRAL] Then after that, the confinement would pay $100 per day for a maximum of 30 days.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I need to file that under hospitals.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Stay
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then the the other one I need to file under.
[CUSTOMER][NEUTRAL] Uh, let's see, that was 5000 for my wife because it's my wife.
[CUSTOMER][NEUTRAL] And then 2500 was what uh.
[CUSTOMER][NEUTRAL] Cardiac arrest.
[AGENT][NEUTRAL] Mhm. For like sudden cardiac arrest, yeah, so.
[AGENT][NEUTRAL] Um, on the credit.
[CUSTOMER][NEGATIVE] Well, it was a sudden she was cooking, she was cooking spaghetti and call me. I was at work and called me and said she didn't feel well and I called [PII] and by the time I got home, she was in the ambulance.
[CUSTOMER][NEUTRAL] Doing CPR on it.
[AGENT][NEUTRAL] Oh, well, I'm.
[CUSTOMER][NEUTRAL] That's, that's pretty quick.
[AGENT][POSITIVE] Yeah, I'm glad she's all right. Yeah.
[CUSTOMER][NEUTRAL] I certainly
[CUSTOMER][NEUTRAL] I believe we call that [PII], right?
[AGENT][NEUTRAL] Yeah, I, I would think so. I would think so. So let me see what
[AGENT][NEUTRAL] Um, so for the critical illness, you would need the critical illness claim form.
[AGENT][NEUTRAL] And then you would want, it looks like.
[AGENT][NEUTRAL] It looks like um a completed attending physician's statement just showing the diagnosis. Um, now, this can also be like admittance or discharge summary from uh the hospital. Really, what they're gonna be looking for is that diagnosis code, um, and there is some attending physicians like statement.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um, it looks like.
[CUSTOMER][POSITIVE] That's not gonna be a problem.
[AGENT][NEUTRAL] Included, yeah, and the paperwork as well. Um, but that's what you'll need for uh that specific policy and benefit on that one. And then in the hospital policy, you'll need the hospital indemnity claim form, and they'll need itemized bills uh for, of course, uh while she was in the hospital.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, now does this play over and above the uh insurance policy?
[CUSTOMER][NEUTRAL] I'm not sure how this works I'm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] So you
[CUSTOMER][NEUTRAL] In other words, she is on Medicare, yeah, Medicare.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So do you guys use us as like a secondary then?
[CUSTOMER][NEUTRAL] Yes, it's, well, I have a secondary plus we use you.
[AGENT][NEUTRAL] OK. Yes. So, yeah, this would, this would pay on top of that, um, since you're, yeah, you're the one filing the claim for the um or for the sickness, excuse me, um, an incident. So it would be on top of that, yes.
[CUSTOMER][NEUTRAL] Through my work.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. Well, I appreciate your help and I will continue to try to get logged in here and I will call my office and tell them they need to find out when I was born.
[AGENT][POSITIVE] Yeah, not a problem.
[AGENT][NEUTRAL] Yeah, right.
[AGENT][POSITIVE] Well, if you guys have any other concerns or questions, feel free to give us a call. We're happy to help.
[CUSTOMER][POSITIVE] Very good thank you ma'am.
[AGENT][POSITIVE] My pleasure. Have a good one.
[CUSTOMER][NEUTRAL] I