AccountId: 011433970860
ContactId: b738e53b-1d87-4142-8005-a0a036b4072d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 320140 ms
Total Talk Time (AGENT): 125221 ms
Total Talk Time (CUSTOMER): 124948 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/b738e53b-1d87-4142-8005-a0a036b4072d_20250619T20:15_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. I just have a question. We were going to file a claim on [PII].
[CUSTOMER][NEUTRAL] I closed his policy out because he passed away. I mailed the death certificate in on the [PII], but I've got all my information through the hospital. Can I email that or does it need to be mailed?
[AGENT][NEUTRAL] Um, it would need to be mailed. Um, it could be faxed or you can do it electronically, but through the portal. We just can't receive the documents through email because of HIPAA laws.
[CUSTOMER][NEUTRAL] Portal.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Have you ever
[CUSTOMER][NEUTRAL] Is that what is the portal exact what's the, what do I go on to for that?
[AGENT][NEUTRAL] On
[AGENT][NEUTRAL] So you're gonna go to [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Public, the word [PII]
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then once that comes up, you'll click to the top right, you'll see sign in.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then, um,
[AGENT][NEUTRAL] So you, have you ever used the online service center before since the new launch? OK.
[CUSTOMER][NEUTRAL] No, I was about to tell you, we never did create an account for it.
[AGENT][NEUTRAL] OK, so go ahead and click.
[CUSTOMER][NEUTRAL] And if I need to, I'll mail it.
[AGENT][NEUTRAL] Well, it's up to you. Um, you'll just click create OSC account and go ahead and follow the prompts as an insured, and then once you're in the dashboard, you'll be, you'll see where it's in green, it says submit a claim to your right.
[CUSTOMER][NEUTRAL] Even if his is closed cause they closed it out um after he passed away.
[AGENT][NEUTRAL] Um, with.
[CUSTOMER][NEUTRAL] But it was active, you know.
[AGENT][NEUTRAL] During, well, OK, so.
[AGENT][NEUTRAL] To my knowledge, yes, you are, because we weren't able to before on the old one, but on the new system, yes, even if the policy has been, you know, canceled or terminated, you can still use the online service center, um, but you do have the option to mail or fax as well.
[CUSTOMER][NEUTRAL] OK, so we just create an account and it'll be like just follow I'm sure to tell me.
[CUSTOMER][NEUTRAL] Once I do create an account, how to send it?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm. Once you create an account in your in your dashboard to the right, like, you know, once everything pops up to the right, you'll see where it says submit a claim and it's like a big green button.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But um while you're doing that, may I have your name and a good contact number in case we're disconnected and so that I can note your policy?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh are you?
[CUSTOMER][NEUTRAL] OK, well, the policy number is 00504616.
[CUSTOMER][NEUTRAL] And I'm [PII].
[CUSTOMER][NEUTRAL] He was my stepdad.
[CUSTOMER][NEUTRAL] His, um, like, what else you need? Oh my contact uh [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh that's true.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] OK, girl.
[AGENT][NEUTRAL] If it lets you log into the online service center, I will go ahead and do it, but it looks like you may have to mail it.
[CUSTOMER][NEUTRAL] And that's OK. Just give me that mailing address and I'll eat, I'll do one or the other.
[AGENT][NEUTRAL] All right, so let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] Alright, it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], and then the zip code is [PII].
[CUSTOMER][NEUTRAL] Is that APL or do I need American Public Life, right?
[AGENT][NEUTRAL] Yes, ma'am, um, you can put APL claims department.
[CUSTOMER][NEUTRAL] Claims
[CUSTOMER][NEUTRAL] OK, so it's [PII] [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] Alrighty. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] That was all.
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] Alrighty well thank you so much for calling APL and I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you. You too.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.