AccountId: 011433970860
ContactId: bb0f0c59-040c-498a-bd8d-0a08491fd735
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 419980 ms
Total Talk Time (AGENT): 173380 ms
Total Talk Time (CUSTOMER): 178669 ms
Interruptions: 3
Overall Sentiment: AGENT=0.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/bb0f0c59-040c-498a-bd8d-0a08491fd735_20250217T17:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] with Louisiana Cat. I, uh, I was giving y'all, y'all information and I tried to, to register but as a new user, but it won't allow me to, it won't, it says it doesn't find any records or something but I contacted our our our our uh HR people and they gave me a my claim on my uh account number, I guess you could call it, uh for the uh APL so.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Maybe you can might be able to get me started with uh on how to process a claim or what what is needed to process a claim.
[AGENT][POSITIVE] Yeah let's take a look [PII] most definitely what is the uh number that they gave you?
[CUSTOMER][NEUTRAL] Uh, let's see here. Oh, now, just when I just when I call you on this damn thing once I start acting up, let me see, I, I wrote the, uh, the, the policy, um, or the, let's see, clean password. Let's give me this one here.
[AGENT][NEUTRAL] Of course it does.
[CUSTOMER][NEUTRAL] Policy number 236.
[CUSTOMER][NEUTRAL] 9375
[AGENT][NEUTRAL] OK, so let me pull that up here one moment.
[AGENT][NEUTRAL] OK. And then for security, [PII], I'll just need to verify your date of birth, address, and email, please.
[CUSTOMER][NEUTRAL] OK, uh, date of birth [PII].
[CUSTOMER][NEUTRAL] Address [PII].
[CUSTOMER][NEUTRAL] And what else do you need?
[CUSTOMER][NEUTRAL] Or email, uh, it's probably gonna, it's probably gonna be [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, so the email we have on here is your [PII].
[CUSTOMER][NEUTRAL] Is [PII], [PII], yeah.
[CUSTOMER][NEUTRAL] Right, that's, that's the company, yeah, [PII].
[AGENT][NEUTRAL] OK, so when you're on the APL site and you're trying to register, you're clicking I'm an individual with an APL policy is that correct?
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] OK, and then when you're putting in your information, um, put in your last name, social, and then when you do the email you need to put in that Louisiana cat email.
[CUSTOMER][NEUTRAL] Yeah, that's what I was just fixing to do here because I saw that and it's uh uh at.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] 07
[CUSTOMER][NEUTRAL] Now the OK, Social Security, yeah.
[CUSTOMER][POSITIVE] OK, not bad, not bad.
[CUSTOMER][NEUTRAL] OK, so lets me go to the next step. So, um, so, uh, let me get through this if you want I mean I can, I can go through all this and, and I'll see where it leads me from here. It may take me a few minutes. I don't wanna, I don't wanna hold you up on the phone too long, but I just want to get past this and get something figured out as to what, uh, you know, what's required to to to even start a claims process and stuff like that.
[AGENT][POSITIVE] OK, great.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, so once you get in there, um, it will bring up your policies that you have you're gonna see a little section there that says my claims and there'll be a green button that says upload files so that's where you would start that claim process to upload your documentation for your claims um the only other thing that you would need is from our home page uh you would just need the claim form and that would be.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, whatever type of policy you have what you're filing under, it looks like you have two different ones with us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So it looks like there's an accident one and then um
[AGENT][NEUTRAL] See the other one is.
[AGENT][NEUTRAL] Looks like critical illness maybe.
[AGENT][NEUTRAL] Yeah, so the other one looks like critical. So it just depends on which policy you're filing a claim under.
[CUSTOMER][NEUTRAL] Right. The, um, the password, um, requirements does it require a capital letter or anything like that or just nothing in particular? Doesn't say, didn't look like it seems to care, so.
[AGENT][NEGATIVE] Yeah, I don't believe it has any.
[AGENT][NEUTRAL] Requirements, let's see.
[AGENT][NEGATIVE] If it doesn't state it then it definitely doesn't.
[CUSTOMER][NEUTRAL] Yeah, so I'm just gonna go with, with what I know the best easiest one to remember, OK.
[AGENT][POSITIVE] OK. Yeah, I got you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, so yeah, it would just depend which one you need to file under like I said, if it's the um accident one or the cancer or illness one you have, um, that would be the form that you would download and if you ever have any questions about any of that, you can always call us. The page one of all those forms though is basically instructions as far as what's needed with your claim form.
[CUSTOMER][NEUTRAL] Yeah, I would imagine it would need some kind of um some kind of document from the doctor or whatever, you know, to fill out and stuff, so, you know, to like for like a diagnosis or whatever he's got. So I just wanna be just start getting things ready, but I don't have any bills to submit just yet, so I, I'm uh just getting, you know, getting, trying to get ahead of it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] No, yeah, it's definitely good to get acclimated with it all and kind of like what you need and um for sure and you're absolutely right, yes, usually itemized bills are needed and diagnosis codes from providers that's pretty standard so.
[CUSTOMER][POSITIVE] Yep, OK, no problem.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] If I have any other questions, I'll give you guys a call.
[AGENT][POSITIVE] Sound good, [PII]. Have a great rest of your day.
[CUSTOMER][POSITIVE] Bye. You, you too. Thanks.
[AGENT][NEUTRAL] Uh huh bye.
[CUSTOMER][NEUTRAL] That