AccountId: 011433970860
ContactId: b1739a29-9f8f-4971-aca9-4ebc5022248f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 573739 ms
Total Talk Time (AGENT): 164075 ms
Total Talk Time (CUSTOMER): 253115 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/b1739a29-9f8f-4971-aca9-4ebc5022248f_20250102T15:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name's [PII]. How are you?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] Good, thank you. Um, I was, I don't know if this is the right, um, if I pushed the right option, but I'm trying to submit a claim online for my hospital indemnity policy for myself and my daughter from her birth, um, for [PII]. Um, she was born in [PII], so I was trying to do that, but it's not letting me make an account online, probably because my policy changed 11 and we no longer have American Public Life.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I don't know if that's why it's not letting me make a log in online to file the claim online so I just didn't know it said call call this number, so I did.
[AGENT][NEUTRAL] OK, what's your policy number?
[CUSTOMER][NEUTRAL] So I don't know.
[CUSTOMER][NEUTRAL] Uh, so I don't know where I'd find that. Is it just not my social?
[AGENT][NEUTRAL] Do you have a copy of the card?
[CUSTOMER][NEUTRAL] I don't think I ever got an actual physical card, so I'd have to like probably search that far in my email.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Spell your spell your first and last name, please.
[CUSTOMER][NEUTRAL] Mhm. It's [PII]
[CUSTOMER][NEUTRAL] [PII], [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, just spell your what is your last name?
[CUSTOMER][NEUTRAL] Oh sorry, I don't know why I said my my email.
[CUSTOMER][NEUTRAL] Uh my last name is [PII]
[AGENT][NEUTRAL] [PII], ER.
[CUSTOMER][NEUTRAL] Yeah, it's like, it's like the word, yeah, it's like the word member but with a [PII] in the beginning.
[AGENT][NEUTRAL] Got it. OK, [PII], what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me one moment.
[CUSTOMER][POSITIVE] OK thank you.
[AGENT][NEUTRAL] And what state do you reside?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what policy are you trying to upload the claim? Under which policy?
[CUSTOMER][NEUTRAL] Uh, the hospital indemnity.
[AGENT][NEUTRAL] Can you verify your date of birth and your complete mailing address and then your email address again for me?
[CUSTOMER][NEUTRAL] Yes, my date of birth is [PII], and then you said my address?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]. We did recently move so you might have my old address in there.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and what's your email?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, looks like I have your.
[AGENT][NEUTRAL] Work email did you wanna change it to your personal or that's probably why you're not able to log in because the email is not a match.
[CUSTOMER][NEUTRAL] Oh, that's fine. I can use here. Let me try that real quick then while I'm here. Um, I can use my work one. I'm just on maternity leave, so, but I'm still checking it, so hold on, let's see.
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] What's your work email?
[CUSTOMER][NEUTRAL] It's the [PII]. Let's see if that does it. No, it's still, it's still not letting me do that.
[AGENT][POSITIVE] OK, thank you for that.
[AGENT][NEUTRAL] Yeah, so if you don't mind backing all the way out of the site and then get back in there, what what web address are you using?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] OK, that, mhm, that's correct. And so when you get to the home page, tell me exactly what you're are you clicking on the new user button?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh, new user and then which role that described you, uh, but I'm an individual with an HPL insurance policy.
[AGENT][NEUTRAL] Mhm. And as you answer the question, spell out your last name, um.
[AGENT][NEUTRAL] Then we'll need
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm, and what are you using for your for the next column?
[CUSTOMER][NEUTRAL] Um, for my social [PII].
[AGENT][NEUTRAL] OK. And then you verified your residential zip as [PII]?
[CUSTOMER][NEUTRAL] Uh-huh, yes.
[AGENT][NEUTRAL] And then you're gonna use your work email.
[CUSTOMER][NEUTRAL] It's the [PII] or [PII]?
[AGENT][NEUTRAL] I'm [PII].
[CUSTOMER][NEUTRAL] Which one do you have?
[CUSTOMER][NEUTRAL] OK, yeah, that's what I put, but they just changed it recently, so I don't know if they changed in there and then my date of birth is [PII], is that what you have?
[AGENT][NEUTRAL] And then your
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, let's see, yeah, it still says you may not be eligible to create an account.
[AGENT][NEUTRAL] And it could be because your policy is no longer active. So you're trying, you're, you're trying to submit a claim?
[CUSTOMER][NEUTRAL] I know that's what I assume.
[CUSTOMER][NEUTRAL] From last year though when it was active, yeah.
[AGENT][NEUTRAL] Yeah, that's fine. You can fax it to us if you would like.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, well, I don't know how to fax. I don't have a fax machine.
[AGENT][NEUTRAL] OK, or mail it. Email is not a secure way to send it, so you'll have to mail it if you don't have a fax.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, so I can mail it.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, even that kind of makes me nervous though because if it gets lost that's all my information on it, um.
[CUSTOMER][NEGATIVE] So there's there's no way I can do it online since my policy expired.
[AGENT][NEUTRAL] Yeah, I mean you enter the appropriate information um and it matches what we have in our system.
[AGENT][NEUTRAL] Give me just a second.
[AGENT][NEUTRAL] Give me your personal email address again.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm gonna change it to the [PII] account, give me one moment and I'm gonna see what happens.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, if you don't mind, uh, starting over again.
[AGENT][NEGATIVE] I know it's tedious, but.
[CUSTOMER][NEUTRAL] OK, no worries. Hold on, let me try to get back, hold on.
[CUSTOMER][NEGATIVE] Um, OK, sorry, my daughter is crying. She's.
[AGENT][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] Uh, she, she's fine. She's just trying to go to sleep.
[AGENT][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] Let's see, let me find that page again. Hold on. How did I get there?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I don't think that because my other thought is I wonder if I have a a log in and I don't remember my password, but I don't think that's the case. I don't think I've ever made one.
[AGENT][NEUTRAL] I can verify that for you.
[CUSTOMER][NEUTRAL] OK, so now.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] And I'm trying to find.
[CUSTOMER][NEUTRAL] Yeah, it says I can't, so maybe I I.
[AGENT][NEUTRAL] Well, how old is your daughter?
[CUSTOMER][NEUTRAL] It's almost [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's what, yeah, I'm trying to file the claim for her when we were in the hospital with her birth, so.
[AGENT][NEUTRAL] Yeah, you do not have an account set up currently.
[AGENT][NEUTRAL] Uh, what happened when you tried to log in again?
[CUSTOMER][NEUTRAL] It said the same thing.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] You know, everything is a match and unfortunately we cannot receive it via email which we could but we can't because it's not secure so um.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] OK, so I don't have even like a secu you know.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] OK, so the only way I can do it now is really just mailing it?
[AGENT][NEUTRAL] Mailing it or faxing it.
[CUSTOMER][NEUTRAL] OK, um, OK, I can see if my husband has a fax machine at his office. Uh, we don't even have one at our office, so I can't even do it there. Yeah, we just don't use stocks. I mean, maybe someone has one in their office at work and I can find out, but I, as far as I know we don't have like a generic one, so.
[AGENT][NEUTRAL] Oh, really?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Well, let me know when you're ready for the fax number.
[CUSTOMER][NEUTRAL] Oh, I think it's on the form.
[CUSTOMER][NEUTRAL] Let me double check though. Let me see if this is the, let me see if it's the same one because I have the paper, a copy of the paper form. Is it [PII]?
[AGENT][NEUTRAL] OK, you have the fax number?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] And if I were to mail it, do I mail it to [PII] [PII] [PII]?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, I just wanna make sure I have the correct info, so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All righty. Anything else?
[CUSTOMER][POSITIVE] Awesome, no, that's it. Thank you so much. I appreciate your help.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.