AccountId: 011433970860
ContactId: bb096c20-dff1-42f6-8f39-4fe01dec0dce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1252520 ms
Total Talk Time (AGENT): 549809 ms
Total Talk Time (CUSTOMER): 250135 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/bb096c20-dff1-42f6-8f39-4fe01dec0dce_20250617T13:53_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Come on.
[CUSTOMER][NEUTRAL] Yes, yes ma'am, I was uh.
[CUSTOMER][NEUTRAL] I, uh,
[CUSTOMER][NEUTRAL] I just had got out of the hospital and everything.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] I was trying to
[CUSTOMER][POSITIVE] Set up my benefits.
[AGENT][NEUTRAL] OK, so you say you were trying to set up your benefits. Do you mean you were trying to set up your profile online?
[CUSTOMER][NEGATIVE] Uh, well, I tried to do that last night online but it wouldn't, uh, couldn't get all the way through it, so.
[CUSTOMER][NEUTRAL] Just trying to see if I could just contact you and.
[CUSTOMER][NEUTRAL] Somebody can help me with it or whatever.
[AGENT][NEUTRAL] OK, so you're needing help in trying to set up your online profile in our portal, is that correct?
[CUSTOMER][NEUTRAL] Uh, yes ma'am.
[AGENT][POSITIVE] Yes, so I can try and help you with that and who am I speaking with please?
[CUSTOMER][NEUTRAL] And uh [PII].
[AGENT][NEUTRAL] Can you please spell your name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm sorry, spell the last name one more time for me.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you, [PII], what is a good callback number for you please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and your policy number, please?
[CUSTOMER][NEUTRAL] OK, I got, I have.
[CUSTOMER][NEUTRAL] Two policy numbers. I have a hospital policy number.
[AGENT][NEUTRAL] OK, what is that number?
[CUSTOMER][NEUTRAL] And then I had
[CUSTOMER][NEUTRAL] The hospital policy is 261.
[CUSTOMER][NEUTRAL] 8320.
[CUSTOMER][NEUTRAL] And then I got one for the short term disability.
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] Which is 261.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 8321.
[AGENT][NEUTRAL] OK, thank you. So I'm gonna pull up your hospital indemnity policy.
[AGENT][NEUTRAL] And I will need to verify several things with you first, for security purposes, and I will be happy to try and help you set up your profile. So, your last name again is [PII] Is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And your first name, is it [PII]?
[CUSTOMER][NEGATIVE] It's supposed to be old, but from the, the uh mail that I don't received from y'all is, is still on the [PII].
[AGENT][NEUTRAL] OK, so give me just a moment.
[AGENT][NEUTRAL] To look at one thing.
[CUSTOMER][NEUTRAL] That's man.
[AGENT][NEUTRAL] OK, and what is your date of birth, please, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Also, your home mailing, well, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and the next piece of information to verify is going to be your home mailing address.
[CUSTOMER][NEUTRAL] Um, my address is [PII].
[CUSTOMER][NEUTRAL] 05 South John Avenue.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, the next thing, um, the phone number that we have on file for you is the same as the one that you provided for me, so that is the best contact number we should have. Is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, thank you and the last thing to verify is going to be your email address.
[CUSTOMER][NEUTRAL] Email address is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] D U P L U S H.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So I have corrected the spelling of your first name, [PII], and I'm gonna also, you should receive uh new ID cards with your, with your name corrected on there. Are you where you can try and set up your profile with me while we're on the phone? I see that you have previously
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Created a profile in the past but we did have an update to the portal [PII] so that's why you're having to set up a new profile in the system.
[CUSTOMER][NEUTRAL] Yeah, I, I tried.
[AGENT][NEUTRAL] That's why it's not letting me log in so I was.
[CUSTOMER][NEUTRAL] I, I tried that
[AGENT][NEUTRAL] Mhm. Are you where you can, yes, sir. Are you where you can try and do that now with me?
[CUSTOMER][NEUTRAL] Last night
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yeah, I am, but um I had my daughter helping me. She had a.
[CUSTOMER][NEUTRAL] Tablet and she going to work right now so.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] Oh, OK. All right. So now that I've corrected, what I'm gonna do also is I'm gonna send, I'm gonna email you.
[AGENT][POSITIVE] Two user guides for the new portal and when she is able to try and help you set that up um let her do that and if you are still having difficulty and it's not letting you freak out then you all can call us back and we can try and walk you through that but give me a moment.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Now I don't know if they, if you can make a note on one of the screens where it asks you to fill in.
[AGENT][NEUTRAL] Um, it's got several different boxes, like your name, um,
[AGENT][NEUTRAL] Let me look at the screen.
[AGENT][NEUTRAL] It'll ask you like for your last name, your social, your zip code, and your email. Three of those boxes, Rico have red asterisks beside them.
[AGENT][NEUTRAL] Which is the last name.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Email and your date of birth.
[AGENT][NEUTRAL] So when you all are trying to set it up this time, only fill in those three boxes do not fill in the box with the social or your zip code, right? Um, and then make sure that you follow the instructions on the user guide as far as where do you know if she was trying to set it up from the computer or if she was trying to help you set it up from your phone?
[CUSTOMER][NEUTRAL] It was, it was from my phone she was trying to help.
[AGENT][NEUTRAL] OK, so make sure that you're using Chrome on the browser.
[AGENT][NEUTRAL] For setting it up and it may be that you end up having to set it up from a computer. It's my understanding you should be able to set it up from the phone.
[AGENT][NEUTRAL] But if not, do you all have a computer that she could try and set that up for you?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] A, a tablet, I guess, yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So you, so you're saying uh if I, if I'm able to go get back to filling it out again, I need the, the one of the boxes don't fill out the social security number and what was the other one?
[AGENT][NEUTRAL] Oh, OK, so just, you, you may wanna just write it like this. Only fill in the boxes with the red asterisk.
[AGENT][NEUTRAL] The little red asterisk symbol.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Those are the box that's the only ones to fill in the information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I have just emailed you the user guides. One is on creating the profile and the other one is going to be on using it. It gives you, you know, some instructions on how to use it once you set it up.
[AGENT][NEUTRAL] That email will come to you from care team at [PII].
[AGENT][NEUTRAL] And I did put in the subject line for you [PII].
[AGENT][NEUTRAL] APL online service center so that that's easy for you to recognize.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] So you should be receiving that email just any moment now if you don't see it in your inbox, you might wanna check your junk or spam folder just in case it went to one of those. I don't think that it should, but again, if you don't see it in your inbox, do check one of them.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then again, call us back if that's, if you all are still having difficulty.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] All right. Well, you're certainly very welcome. Is there anything else at the moment, [PII], that I could try and help you with?
[CUSTOMER][NEUTRAL] Uh, no, I, I just, uh, my, uh, uh, HR lady had just told me whenever I get out the hospital for the call and try to set up that and.
[CUSTOMER][NEUTRAL] So I could get uh paid or whatever.
[AGENT][NEUTRAL] Yes, sir, because you'll have to file, you'll need to be file are you gonna be filing claims yourself?
[CUSTOMER][NEUTRAL] You know, give my
[CUSTOMER][NEUTRAL] Uh well, I don't know. I'm gonna contact her back and see if it's easier for, for her to do it because the the hospital, they was gonna help me do it so she told me just.
[CUSTOMER][NEUTRAL] Like I said, I would, I would, I didn't know exactly all what route I had to go through that stuff to go through with this.
[CUSTOMER][NEUTRAL] That you know, since all the numbers was.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Set up in the system already that they was just gonna go through it from there but.
[CUSTOMER][NEUTRAL] Guess not, so I'm gonna just, I'm gonna call contact her and.
[CUSTOMER][NEUTRAL] And see because uh it might be easier for her to do it.
[CUSTOMER][NEUTRAL] Uh, because the hospital was saying that.
[CUSTOMER][NEUTRAL] It, uh, my employer could just just fax over some stuff to them and they was gonna take care of the rest and send it back to them so.
[CUSTOMER][NEUTRAL] I'm I'm, I'm gonna check with that and.
[CUSTOMER][POSITIVE] See if that's gonna help me get me going.
[CUSTOMER][NEUTRAL] Because this is my first time really messing with this and I'm not too.
[CUSTOMER][POSITIVE] Uh, good at
[CUSTOMER][NEUTRAL] With the computer and everything so.
[AGENT][NEUTRAL] Now, um, so give me just one second to pull something else up for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you don't, OK, and any information that I may provide for you on your benefits today, Mr. [PII] would be a verification of benefits and not a guarantee of payment. So you've been in the hospital and the hospital is or is not filing your claim.
[CUSTOMER][NEUTRAL] Well, the hospital say they would, uh, all I had to do was get all everything squared away because.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I, I couldn't uh.
[CUSTOMER][NEUTRAL] Put everything in motion until after I got out.
[AGENT][POSITIVE] Right, that is correct.
[CUSTOMER][NEUTRAL] So I stayed in the hos I stayed in the hospital for a week.
[AGENT][NEUTRAL] OK, all right, let's see.
[CUSTOMER][NEUTRAL] I checked in on the [PII] and and got out on the [PII].
[AGENT][NEUTRAL] OK, so from [PII].
[AGENT][NEUTRAL] I'm just putting this in the notes, Mr. [PII] from our conversation today. So you did provide them your APL information correct? and they said that they will take care of it. Is that correct?
[CUSTOMER][NEUTRAL] Yeah, yeah, I'm like I said, I'm gonna call my HR lady back and, and, uh.
[CUSTOMER][NEGATIVE] And uh, like I said, give up the information that they passed on to me because they said it pro it would have been easier for them to do it.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And then it's for me to be done.
[AGENT][NEUTRAL] Right. For, as far as your hospital admission, yes, sir, if the hospital will do it, it does make it a lot easier because you have to, there are certain pieces of documentation that we have to have for your review.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] So you can always file your own claim with us, but if your provider will do it, then yes sir that is easier. Now you said that you also had a disability policy, are you going to be filing a claim on that as well or just for your hospitalization?
[CUSTOMER][NEUTRAL] Oh, but
[CUSTOMER][NEGATIVE] The hospitalization and the disability because I mean I'm not, I'm just getting out. I'm not gonna be able to go back to work.
[CUSTOMER][NEUTRAL] And, and, uh, until I heal up everything, you know.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Now, I can, if, OK, so let me get that policy pulled up, um.
[AGENT][NEUTRAL] Just a moment. Let me get your disability policy pulled up, OK?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Now what I can do is I so I can email you to that to your email address the disability claim form now that is something.
[AGENT][NEUTRAL] Um, Mr. [PII], that there are, there is a section for you to complete, your employer to complete, and also your physician who has you, you know, off of work to complete.
[AGENT][POSITIVE] So if you would like, I, I will be happy to pull that form and email it to you as well.
[AGENT][NEUTRAL] And the form does have all of the instructions.
[AGENT][NEUTRAL] On there for completing the form and what you would need to provide. Would you like for me to email you that?
[CUSTOMER][NEUTRAL] Yeah, I, I could look at it and see it.
[AGENT][NEUTRAL] Yes, sir, because that is something you.
[CUSTOMER][NEUTRAL] Whatever gonna
[AGENT][POSITIVE] Yes, sir, because that is again, something that you will have to complete, and there's 3 sections on it, but again, all instructions are on the first page. So one moment and I'll be happy to send that one to you as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Mr. [PII]. So I have just also emailed you the disability claim form, and again, that will also come from [PII] [PII] and it does, I did put APL.
[AGENT][NEUTRAL] Disability claim form in your subject line so that that's easy for you to recognize also.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] So do you have any other questions or anything else I can help you with at the moment?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Uh, no, I'm gonna just see if, see if I can just, uh, get everything started, that's all. I appreciate your time, no.
[AGENT][NEUTRAL] Well, you're certainly welcome. And again, we're here until [PII] central time, Mr. [PII]. So I don't know if your daughter's work schedule, you know, if that would, that works with her, but if, if she's helping you set up your portal and you all are still having problems.
[AGENT][NEUTRAL] If you call us back now you would have to give us verbal authorization for that phone call to speak to her and try and walk her through the steps if you know you all are still having issues um so just be mindful of that she would not be able to just call us on her own.
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][POSITIVE] OK. All right. Well, if that is all that I can help you with at the moment, then thank you very much again for calling APL and I hope you feel better very soon.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] Yes, sir, you're welcome and thank you again for calling APO. Yes, sir. Have a good day, OK?
[CUSTOMER][POSITIVE] Appreciate it. Yeah.
[CUSTOMER][NEUTRAL] Alright you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Uh