AccountId: 011433970860
ContactId: a1e40579-50a6-41ce-a080-ade408375797
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 716619 ms
Total Talk Time (AGENT): 282204 ms
Total Talk Time (CUSTOMER): 292449 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/a1e40579-50a6-41ce-a080-ade408375797_20250613T17:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Thank you for calling this is.
[CUSTOMER][POSITIVE] Uh, yes, I have a cancer policy and um I just had my mammogram, so I'm gonna submit that for my uh wellness exam and I believe it's a $50 refund.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK and so um I'm on your website and I'm looking at the um the cancer uh section, the wellness claim form. Now it looks different from what I've had before, but I'm sure it's probably been updated.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I just wanna make sure I have the right form.
[AGENT][NEUTRAL] Uh,
[AGENT][POSITIVE] Yes, let me go ahead and double check for you.
[AGENT][NEUTRAL] And also I believe if you're going to um submit this electronically through your OSC account the form uh could should be in there in the OSC as well so you should be able to do it all right there uh let me see.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] The wellness and screening benefit claim form.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Let me see, go back.
[CUSTOMER][POSITIVE] Wellness and screaming benefits claim, that's the one I have.
[AGENT][NEUTRAL] Yes, that's that's the new one or the more updated one.
[CUSTOMER][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I just, if it was a mammogram, then I just need to check mammogram there and um write the date um.
[AGENT][NEUTRAL] that you had it
[CUSTOMER][NEUTRAL] Let me see. Yes, um.
[AGENT][NEUTRAL] Mhm. Yeah.
[CUSTOMER][NEUTRAL] It looks like that's all I would need to fill out and then the policy claim form at the bottom the name now um in the past I've I've faxed it, but um if I do it electronically I need to create an account.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, you'll go to, yes, you'll go to [PII].
[CUSTOMER][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, hold on.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] [PII].
[CUSTOMER][NEUTRAL] And what was after that [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you will click on um.
[AGENT][NEUTRAL] Create your OSC account.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Now, do you have, um, what's your policy number?
[CUSTOMER][NEUTRAL] Uh, let me look here.
[AGENT][NEUTRAL] Because you will need to have an email on file with us to make it.
[CUSTOMER][NEUTRAL] You know I don't have a car.
[CUSTOMER][NEUTRAL] OK, I need to change that because if I do have an email, I'm sure it was my old email that I no longer use.
[AGENT][NEUTRAL] OK, um, and if you don't have your policy number, um, I can look it up by your social. Is that all right?
[CUSTOMER][NEUTRAL] Uh, yes, but I have a policy number here. It's [PII].
[AGENT][NEUTRAL] I have [PII].
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][NEGATIVE] I'm sorry, I didn't hear you. um I think we're cutting off.
[AGENT][NEUTRAL] Oh, OK
[AGENT][NEUTRAL] I have [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes, that's what I have here, but one thing I don't have is a card.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you issue those?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Can you hear me now?
[CUSTOMER][NEUTRAL] Yes, can I give you my number just in case we get cut off, uh, because this is the 2nd time I call.
[CUSTOMER][NEGATIVE] And get cut off. I don't know what.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] What is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And you said the policy number is 1598259, correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, I don't know if you heard my question. Um, do y'all issue cards because I don't have an ID card for this.
[AGENT][NEUTRAL] Yeah, I'll look into that. Uh, it depends on the type of insurance, and then sometimes the the ID cards get mailed out to the employer. I will say, um, once you create your online account, you'll be able to access all of those documents and policies, um, so you should be able to print off from that site too. Um, and who am I speaking with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] And can I get you to verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the address that we have on file for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the email uh that you that you want it to be under?
[CUSTOMER][NEUTRAL] Um, OK, it's um A.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So that's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So the old one you would have had was [PII], but I no longer use that account.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and it looks like I did update that so um go ahead and if you are on, are you on the site and did you click create OSC account?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you are an insured?
[CUSTOMER][NEUTRAL] Yes, I'm here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then only fill out the uh required information so that would be your last name, email, and your date of birth.
[AGENT][NEUTRAL] And then let me know when you've made it to the next step.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I'm verification is necessary, so let's see, send the verification code.
[AGENT][NEUTRAL] Yes, you'll wanna do all of that before you fill out the new password and um the name and everything like that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And if you don't get a
[CUSTOMER][NEUTRAL] So I need to put in the email.
[AGENT][NEUTRAL] Yes, the email that you that we just went over, you'll put that in.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you'll click send verification code. You should get it relatively quick. If you don't see it, check your spam. It will come from, um, I believe Microsoft for APL or Microsoft in regards to APL.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, let's see.
[CUSTOMER][NEUTRAL] Oh, yeah, it's here already. OK. OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And that is how you'll be logging in from here on out um it's going to be tied to your email and it'll send a verification code every time you log in.
[CUSTOMER][NEUTRAL] OK, and so the email then has been updated?
[AGENT][NEUTRAL] OK, um, and you don't need to update your email, um, so then you can just click or now you can do the password and the the name and display name and all of that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, what, what does this mean by?
[CUSTOMER][NEUTRAL] The display name is what I wanted to display where?
[AGENT][NEUTRAL] In the in the online portal.
[CUSTOMER][NEUTRAL] OK, um, and then my given name and surname will be, um, OK.
[AGENT][NEUTRAL] Is there
[AGENT][NEUTRAL] First and last.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I will go ahead and finish this up.
[CUSTOMER][NEUTRAL] OK, and so that uh form is also going to be there so I can just send it in electronically. Do I need to, they did.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] They did give me uh uh where I had my mammogram, they did give me a form that I need to submit so I need to submit this along with it.
[AGENT][NEUTRAL] Yes, and you should be able to upload documents through the portal um also with your portal you'll be able to check the status of your claim as well. You can even um sign up for text messages or email alerts to let you know when your claim is has been uh created and when it's being processed and then you should be able to check whenever it's um done too when it's done processing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. That sounds great. Thank you so much.
[AGENT][NEUTRAL] OK, is there anything else I can help you with? Mhm.
[CUSTOMER][NEUTRAL] Um, is there
[CUSTOMER][NEUTRAL] Uh, once I get in there, where, what am I gonna see or what do I need to look for?
[AGENT][NEUTRAL] So for your claim.
[CUSTOMER][NEUTRAL] Um, as far as.
[AGENT][NEUTRAL] It'll be in your dashboard. You'll see 2 small box or two I guess medium sized boxes and then on the left or the right hand side you'll see a long rectangle type box and there'll be a green button that says start your claim.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And from there you'll go to file a wellness claim because that's the one that you're wanting to file for right now. Once you're once you're done and you want to look at that claim, um, and give it a minute to process, I believe it might take up to 24 hours to process into the system, um, you'll go to my policy, my policy or my policy details, I believe, and then it'll show uh where you can look at your claims under the my policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then from there you'll also be able to access your ID cards or anything like that. Correct. And your ID cards will be in that my policy documents. Mhm.
[CUSTOMER][NEUTRAL] For the status.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so if I needed to, I can just print those out.
[AGENT][POSITIVE] Yes, you should be able to do it all from that site.
[CUSTOMER][NEUTRAL] OK,
[CUSTOMER][POSITIVE] OK, that sounds great. Thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a great weekend.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK you too bye bye. Thank you.
[AGENT][NEUTRAL] Alright bye.