AccountId: 011433970860
ContactId: 9a9c6c14-1ff8-48c2-93d8-e9afdbb506d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1085170 ms
Total Talk Time (AGENT): 603479 ms
Total Talk Time (CUSTOMER): 308020 ms
Interruptions: 3
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/9a9c6c14-1ff8-48c2-93d8-e9afdbb506d8_20250521T17:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Good afternoon, [PII]. How are you today?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] I'm good. And I have a ques, well a couple of questions, and if you don't mind, um, my husband
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Uh, has us both enrolling in your insurance. I just don't know exactly what's covered.
[AGENT][POSITIVE] OK, I can help you with that.
[CUSTOMER][NEUTRAL] Is there a way I can find that out? Oh, OK, thank you.
[AGENT][POSITIVE] Yeah, I can help it. I can help you with that. Um, can I get your name and a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Sure. [PII].
[CUSTOMER][NEUTRAL] And my phone number is [PII].
[AGENT][NEUTRAL] And do you have your policy number with you?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I do not.
[AGENT][NEUTRAL] OK, is it alright if I look you up by your social?
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Sure, um, would you mean my husband is the main policy first? Would you need him or me? There's information on that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, either one should work.
[CUSTOMER][NEUTRAL] OK, mine is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Give me one moment.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] OK, let's try his social. What is his social?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] One
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let's try that one and see. Usually I can look you up by both but it wasn't pulling up.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] And what's his name?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it looks like there's several policies with us. um, I can go through each one of them with you, um, bear with me just a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Take your time. Take as long as you need.
[AGENT][NEUTRAL] [PII], can I get your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what would the mailing address and phone number be for this account?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Um, I mean the mail address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And his phone number is [PII].
[AGENT][NEUTRAL] OK, I'm not showing that number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Are you showing [PII]?
[AGENT][NEUTRAL] Yes ma'am, is that the correct number or would you like me to update it?
[CUSTOMER][NEUTRAL] That's the home number, but the both of them are correct. But the [PII] number is where you would get them all. I just have a house phone. I don't know why. I had it when my mom was living and I just never got rid of it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can go over all of the policies with you. um I am showing that you have a critical illness policy with us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You are, you also have a short term disability policy with us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And a group accidental, a group accident um policy with us.
[CUSTOMER][NEUTRAL] Critical.
[CUSTOMER][NEGATIVE] So critical illness.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Short term disability.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then an accident policy.
[CUSTOMER][NEUTRAL] And you say group acts and that?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Could you give me a brief, oh I'm pretty, pretty um.
[CUSTOMER][NEGATIVE] familiar with the critical illness. Um, unfortunately, I had breast cancer and you guys did. Um,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] They did pay in regards to that, um, but we don't need it ever again. Um.
[CUSTOMER][NEUTRAL] The short term disability, how does that, is that for both of us?
[AGENT][NEUTRAL] Let me double check, it should be for both of y'all. Let me see.
[AGENT][NEUTRAL] It will be just for him because it's through his group.
[AGENT][NEUTRAL] And then let me check on the accident policy.
[CUSTOMER][NEUTRAL] So short term is just for him.
[AGENT][NEUTRAL] Right. And it looks like you are on the accident policy as well. So you have critical, you are on his critical illness and his group uh group accident policy. So is that one you need more benefits on?
[AGENT][NEUTRAL] For more information on?
[CUSTOMER][NEUTRAL] Yeah, what is the group after that? Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me a moment while I pull up that policy.
[CUSTOMER][POSITIVE] Oh, take your time.
[AGENT][NEUTRAL] And do you all, um, would you all like to sign up for our online portal? So if you sign up for that, you can file claims through there, you can see your policy, your ID cards, your policy numbers, uh, your policy uh certification and everything should be in there. Would you like us to
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Absolutely, I absolutely.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Can I get a good email address?
[CUSTOMER][NEUTRAL] I see
[CUSTOMER][NEUTRAL] Yeah, um,
[CUSTOMER][NEUTRAL] His, I'm gonna be, can I give you mine cause
[CUSTOMER][NEUTRAL] I wanna be the one that brings in I don't see with it um [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Davis, D like David.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] And he is terrible with that kind of stuff.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So it looks like [PII]?
[CUSTOMER][POSITIVE] Mhm. Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me go ahead and update that for the ones that you're in with us.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Give me just a moment so I can put that email in there and I will explain why that email is important in just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So if you would like I can send you an email that has a good help guide on how to get started through your account everything that's that you have given me today that is on your account, you will need that for your log in.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And I can, I can send you a help guide and uh when we're done with this call if you would prefer, but I can give you a quick overview.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] So you will end up going to [PII].
[CUSTOMER][POSITIVE] OK, I appreciate that.
[AGENT][NEUTRAL] You'll click new user oh.
[CUSTOMER][NEUTRAL] Wait a minute.
[AGENT][NEUTRAL] This will all be on the guide. I'm just gonna.
[CUSTOMER][NEUTRAL] OK, all that is in the email you sent? OK.
[AGENT][NEUTRAL] Yeah, I'm just gonna go over a quick overview with you mhm.
[CUSTOMER][NEUTRAL] OK, you just going over.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So when you uh go to new user you are an individual.
[AGENT][NEUTRAL] Since he is the policy holder, you will want to use any information related to him, so you'll need the last name.
[AGENT][NEUTRAL] The social security number?
[AGENT][NEUTRAL] Um, I would go for his social security number.
[AGENT][NEUTRAL] Uh, the residential zip code?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The email that you just gave me?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then his date of birth and so it goes through all the information that we have so if you ever change your um email address you'll you'll want to call us back so that we can update that because in order to get into your account you'll need to have everything updated with us um so if that email changes then it will.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That a lot of people will get an error saying that they can't get into their account and it's because they're using a different email. It has to be the email on file with us mhm.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][POSITIVE] Got you.
[AGENT][POSITIVE] And then I will send you that help guide as well, um, and it'll have all of your policies that you are on and that he has linked together. Um, so you should have all of your policy documents right there and you can even file a claim online um and check the status of those claims. So that should be really helpful. Um, I'm gonna go ahead and
[CUSTOMER][NEUTRAL] Every
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it sounds like it would be.
[AGENT][POSITIVE] Yeah it is very helpful and we are also in the process of updating that website and it's a and it's going to be a lot more user friendly too um it's going to be really great you're gonna be able to see everything a lot easier it'll be mobile friendly um so be on the lookout for that as well but let me go ahead and go through.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Your, oh wait, you have your critical illness policy already. Let me see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is your accidental injury benefit um policy that we're going over.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I do want to um say real quick that this is just a verification of benefits and not a guarantee of payment.
[AGENT][NEUTRAL] And this is in your policy account or in your policy document that you will get once you start that online account, um, because there are a lot of different things that can be covered. I'll just go over some of the basics.
[AGENT][NEUTRAL] Um, so since you are a spouse on this, you will want to look at the spouse numbers. Uh, he will look at the insured since he is the one who is the policyholder. Um, it looks like you have an accident screening benefit of up to $100 and you're allotted, uh, 1.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Per covered person.
[AGENT][NEUTRAL] So, um, he can get screened for an accident and you can get screened for an accident, um.
[AGENT][NEUTRAL] And let's see what else.
[CUSTOMER][NEUTRAL] What do you mean by that though?
[AGENT][NEUTRAL] So if you're in an accident and you need to have any type of screening to see if anything is wrong, um, you're allotted up to $100 to get screened for that accident.
[CUSTOMER][NEUTRAL] I got
[CUSTOMER][NEUTRAL] You mean like a, like an X, right?
[AGENT][NEUTRAL] Yes, so an actual, an actual accident. So if you go into the hospital after having an accident and they need to check you, um, it, it, it's $100 up to $100 for that. Um, these are
[CUSTOMER][NEUTRAL] When you say
[CUSTOMER][NEUTRAL] I mean
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Like an X-ray with the X-ray qualify?
[AGENT][NEUTRAL] I think I don't know if an X-ray qualifies. Let me see.
[CUSTOMER][NEUTRAL] And screening.
[AGENT][NEUTRAL] You do have X-rays on here, um, with the benefit of $75 for the X-ray.
[AGENT][NEUTRAL] And then let's see what else. So there's a lot of different, um, the good thing about this policy is everything is sort of laid out in sums. So anything you have questions on, it's, it's right there it has a bunch of like if he injures a rib, if you, if you hurt a finger, so it's very well laid out and then it has all of the um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I understand.
[AGENT][NEUTRAL] The amounts right there, um, just to give you an idea, uh, you have an accidental death benefit, um, for yourself, it would be up to $25,000. Um, should anyone, I, I know this is really morbid talk, but should anyone lose, say, a finger or a toe in an accident, you're allotted up to $500.
[AGENT][NEUTRAL] Um, if someone ends up becoming a paraplegic, you're allotted up to $10,000 and so your policy will have a bunch of different scenarios that you have and um the amount, right? And it's, I believe it's a lump sum, but I'm going to say up to just in case. Um, so if someone, say you went out and someone, uh, you had a gunshot wound, you're allotted up to $500 so it's very well laid out on this accident policy.
[CUSTOMER][POSITIVE] I got you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. I see part of the problem was my husband had this policy, and he was told that it was just for him.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then he came to find out uh that later on that no, it also included your wife.
[AGENT][NEUTRAL] The only one you are not on is his short term disability because he has to, that is for injury at work, typically, if he, if he has this through his employer, um, it is just for him if he's injured, but you are on the critical illness and the accident policy.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, if you have a claim.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] That you have um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We don't have timely filing, so if you have a claim that might have any of these type of injuries on them, uh, go ahead and file that claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, because we don't do timely filing, so as long as it was within your active period you can submit a claim on your behalf.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And so, and so that should be really helpful too. So now that you know that you are on this policy.
[CUSTOMER][POSITIVE] That is very helpful.
[AGENT][NEUTRAL] Yeah, now that you know you are on that policy, mhm.
[CUSTOMER][POSITIVE] That is very helpful and I can do that.
[CUSTOMER][NEUTRAL] I can do that online through the portal.
[AGENT][NEUTRAL] You can do that through the account.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, so it sounds like once I get the account up and running, that it's gonna answer a lot of my questions.
[AGENT][NEUTRAL] Yes ma'am and there will be at least um you will need to print off certain pages depending on what kind of claim you're filing because they do need signatures um and unless you can do a digital signature I I think it requires an actual signature unless it's a secured signature um which aren't fun to deal with if you if you don't have one they're not fun to deal with or start up or anything so uh you typically will have to print it off and scan it back in, OK, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I do have some of the physical form.
[CUSTOMER][NEUTRAL] Yeah, I do have, uh, my husband do have but, um, um, so I'm actually home recovering from rotator cuff surgery. So, uh, uh, he's giving me some homework. This is my homework so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] With with my one get a hand and get off, I'll get on and set up the portal and uh spend some time with it and if I should have any further questions, I'll reach out but I do thank you for your time and thank you for sending me that um I think that that is gonna be kinda sound like a lot of it is self explanatory once, once you get it.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yes, and it, it
[AGENT][POSITIVE] And our new portal once it's once it rolls out it'll be a lot more user friendly. I think it's great right now as it is, but um there were some things that I think people wanted more of and so be on the lookout for that as well um but yeah I I think it'll be a lot easier especially if you submit claims on your behalf.
[CUSTOMER][NEUTRAL] Mhm. It'll
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, you can see it all online and if you submit a claim, you'll be able to check the status of that claim, upload any more documents that you need, and you, you don't have to worry quite as much about if it gets lost in the mail or if you got the fax number right, um, so it should be really easy and then if you ever go to the hospital or the doctor and you need your policy, your policy number should be right there, um, on the.
[AGENT][NEUTRAL] On the uh online, on the online portal account, so you can write those down as long as you need to, and then all of your documents will be on there.
[CUSTOMER][NEUTRAL] OK, I don't see it. Did you send me the email already?
[AGENT][NEUTRAL] Uh, no, I have not sent it yet. I was getting ready to tell you I haven't sent it yet. Give it, give it about 5 to 10 minutes, um, and if you don't see it by the end by around, if you don't see it by.
[CUSTOMER][NEUTRAL] OK, OK, OK. OK. OK. All right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] In like an hour go ahead and give us a call back and and maybe the email bounced back so go ahead and give us a call back if you don't get it within an hour, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I, I thank you very much. You've been more than helpful, and you have yourself a wonderful rest of your day.
[AGENT][POSITIVE] You too, thank you so much for calling APL.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][POSITIVE] Uh, have a good day. Bye-bye.
[AGENT][NEUTRAL] All right, bye.