AccountId: 011433970860
ContactId: babdb55c-0a42-44c2-96a1-1a52ad76233b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 350989 ms
Total Talk Time (AGENT): 139353 ms
Total Talk Time (CUSTOMER): 125589 ms
Interruptions: 3
Overall Sentiment: AGENT=0.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/babdb55c-0a42-44c2-96a1-1a52ad76233b_20250619T16:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][POSITIVE] Hi, um, yes, I can, can.
[AGENT][NEUTRAL] Hi
[AGENT][NEUTRAL] I can hear you now.
[CUSTOMER][NEUTRAL] I was calling um to get
[CUSTOMER][NEUTRAL] OK. I was calling to get some um assistance. I'm a clinician and I was trying to set up an account.
[CUSTOMER][NEUTRAL] On the website.
[AGENT][NEUTRAL] I'm sorry, you're a who?
[CUSTOMER][NEUTRAL] I'm a clinician, a therapist.
[AGENT][NEUTRAL] We
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I was trying to set up an account.
[AGENT][NEUTRAL] OK, do you normally submit claims or do you have products with us?
[CUSTOMER][NEUTRAL] This is my first time, um, so I was trying to create an account on the online service center and I keep receiving an error message. Um, and so, um, I've been playing phone tag with your organization trying to help me create an account, um, so that I can bill, um, for a client session, um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] E
[AGENT][NEUTRAL] OK, and I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] And I don't know
[CUSTOMER][NEUTRAL] Um, my first name is [PII], and my last name is [PII].
[AGENT][NEUTRAL] OK, so I, I'm sorry, I'm just I'm trying to make sure you're getting accurate information. So are you, what are you trying to use the account for exactly? like are you insured with us? Are you trying to help insured or?
[AGENT][NEUTRAL] What is your role?
[CUSTOMER][NEUTRAL] OK, so I'm a therapist and I have a client that has American Public Life insurance, um, and he wanted to use this insurance for his therapy session. Um, so I'm trying to build a claim, um, but I have to set up an account with the online service center first.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, yeah, you would not, you would not be able to set that account up. He, as the insured, could, um, the group of which he has the insurance through, like whether it be his, his work or, you know, something of that matter, or his broker can, but you would not, as a therapist be able to set up an account for you to manage that for him.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So how do I submit a claim then?
[AGENT][NEUTRAL] He would have to do that.
[CUSTOMER][NEUTRAL] He submits the claim.
[AGENT][POSITIVE] Yes, he, he would get on his portal and he would be able to do that. Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, that's different. OK, because how would I direct him to do that because he would have no idea and I've never had a client build their own claim before um how would I direct him to do that?
[AGENT][NEUTRAL] OK hold on I'm getting.
[AGENT][NEUTRAL] Sending this message over.
[CUSTOMER][NEUTRAL] Cause he just got this insurance.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I think, OK, let me, let me go to the portal. Give me just a second because I think you can just submit claim forms there without setting up an account.
[CUSTOMER][NEUTRAL] I try that, um.
[AGENT][NEUTRAL] I'm not in claims so.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You tried to submit it just to the claims like submit a claim.
[CUSTOMER][NEGATIVE] Yeah, when I go to the file claims online, um, they asked me to sign in or create an account, um, and that's where I get stuck.
[AGENT][NEUTRAL] OK, I see that. Mhm. All right.
[AGENT][NEUTRAL] Yes, because you can't do that, um.
[AGENT][NEUTRAL] That is for
[AGENT][NEUTRAL] Claims forms.
[CUSTOMER][NEUTRAL] Huh
[AGENT][NEUTRAL] here
[AGENT][NEUTRAL] Yeah, it looks.
[AGENT][NEUTRAL] I, I'm gonna have to get you over to claims. They're, they're going to have to be the one that can either get you set up with that or um walk you through filing it online because they do have fax options so I guess as well, but as far as like opening an account, that would not be something that they're going to like allow you to do.
[AGENT][NEUTRAL] So let me put you on hold for just a second and I will get you um transferred over to claims. Hold on just a moment. I'm sorry.
[CUSTOMER][NEUTRAL] Huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yeah, um, and what type of claim is it will it be?
[CUSTOMER][NEUTRAL] Uh, I guess mental health.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For behavioral help or does that help?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, alright, give me just.
[CUSTOMER][NEUTRAL] f er ring