AccountId: 011433970860
ContactId: bc6b826e-19c0-42f2-a1f1-6785ffd58e35
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 763919 ms
Total Talk Time (AGENT): 249212 ms
Total Talk Time (CUSTOMER): 508442 ms
Interruptions: 22
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/bc6b826e-19c0-42f2-a1f1-6785ffd58e35_20250623T21:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I need to file a claim.
[AGENT][NEUTRAL] May I have your
[CUSTOMER][NEUTRAL] And I wanna do it electronically.
[AGENT][NEUTRAL] May I have your policy number?
[CUSTOMER][NEUTRAL] Uh, hold on one second.
[CUSTOMER][POSITIVE] That's actually uh helpful for lower oil prices. A couple of things to consider though. One, I think the other factor to consider here's a lot.
[CUSTOMER][NEUTRAL] Uh policy number.
[CUSTOMER][NEUTRAL] It is 2641544.
[CUSTOMER][NEUTRAL] 325, so in essence the WPI.
[AGENT][NEUTRAL] That's 264-1544?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Can you verify your first and last name, your date of birth, and your mailing address?
[CUSTOMER][NEUTRAL] [PII] [PII], mailing address is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. You would need to use 60801 to file electronically.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So how do I do that?
[CUSTOMER][NEUTRAL] It seems like if you take out 1.4.
[AGENT][NEUTRAL] OK, usually the providers file electronically, you can go online and register your account and upload it there.
[CUSTOMER][NEUTRAL] And you.
[CUSTOMER][NEUTRAL] I just.
[AGENT][NEUTRAL] You can fax it or you can mail it.
[CUSTOMER][NEUTRAL] Oh, I can upload it though you said too, right? But the thing about it, I was having an issue with, I was having an issue with, uh, cause I was trying to enroll for the online and it, it's saying to me that they couldn't find me, but I have a card and everything right here, but um.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah, when I was trying to do the online portal.
[CUSTOMER][NEUTRAL] Uh, a lot, phone number, you have to make an argument.
[AGENT][NEUTRAL] OK, do you know which era that it was kicking out?
[CUSTOMER][NEUTRAL] Um, hold on, let me see what, hold on.
[CUSTOMER][NEUTRAL] Be that bad and when you have nothing to lose. There's not be calculated in the market.
[AGENT][NEUTRAL] Cause you're gonna only enter the ones that have, I believe they have an asterisk in there. Those are the only fields you need to enter your information.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] You have to your alliance.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEGATIVE] Yeah, we was doing that earlier but we having no success to trying to hold to pull it up.
[CUSTOMER][NEUTRAL] Mm. Oh, here we go, just so I know.
[CUSTOMER][NEUTRAL] What is the website um address again?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][POSITIVE] secured it. OK, so welcome to OSC.
[AGENT][NEUTRAL] Yes, ED
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now, um,
[CUSTOMER][NEUTRAL] It says create your OSC account right? and I'm the insured.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You put my last name?
[AGENT][NEUTRAL] And how are you spelling your name?
[CUSTOMER][NEUTRAL] Is the last name is [PII].
[AGENT][NEUTRAL] OK, that's what we have in the system.
[CUSTOMER][NEUTRAL] First name is, yeah, the first name is [PII], [PII]
[AGENT][NEUTRAL] OK, that's what we have as well.
[CUSTOMER][NEUTRAL] So I wanna put my do I put my social security number in?
[AGENT][NEUTRAL] Is it highlighted? Is it, is there an asterisk there?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, actually it's not an asterisk there. OK, so I don't have to put it in. OK. You said only the asterisks, right? OK. So that means strong.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] By virus that means being really aware right now not to click any links to come your way that you didn't ask for and it's just sense it's just raise your awareness right now for everything you do on your phone, everything you do on your laptop and just say, OK, am I, is this something better shape right now protecting against just being a victim.
[AGENT][NEUTRAL] And we have your date of birth as [PII].
[CUSTOMER][NEUTRAL] Yes, I'm putting that in now. OK, so the error, it brought me up an error says sign up error so we could not create a new account with this information. Reach out to the insured.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Admin to be to be in what invited to the account if error possess and says call this number and hit option 4.
[AGENT][NEUTRAL] OK. So you entered your first and last name, you entered your date of birth. What other information did you enter?
[CUSTOMER][NEUTRAL] He
[CUSTOMER][NEUTRAL] That was it. Um, I, I, I didn't put first and last name because it just asked for last name. I don't see no, yeah.
[AGENT][NEUTRAL] Last name, OK. So.
[AGENT][NEUTRAL] OK, so that matches, then you entered your date of birth, so that matches. Was there anything else you entered?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, my email address is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on.
[AGENT][NEUTRAL] OK, let me go back over here.
[CUSTOMER][NEUTRAL] That's not, is it the same as.
[AGENT][NEUTRAL] Make sure everything matches.
[CUSTOMER][NEUTRAL] What moderate.
[CUSTOMER][NEUTRAL] But still like at one.
[AGENT][NEUTRAL] OK. And that's what we have. [PII]. So that also matches.
[CUSTOMER][NEUTRAL] you
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] you have.
[AGENT][NEUTRAL] OK, did you enter any other information?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] want.
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] OK. So, can I have your good phone number, [PII], and I'll give you over to the trouble team and they'll give you a call back.
[CUSTOMER][NEUTRAL] For me to me now.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] It it
[CUSTOMER][NEGATIVE] Yeah, cause I've been waiting on this all morning like it's probably supposed to be calling me back and I haven't gotten a call period. And uh and I, I have, yeah, for real, and you know it's been crazy since I've gotten this insurance. I know it's new and everything, but like I had to pay, I had to pay out of pocket for two procedures which I, I gave the broker the um the receipt so he asked me for an itemized receipt. I gave it to him and you know, he said he still haven't heard back from no one.
[AGENT][NEUTRAL] Are you serious?
[CUSTOMER][NEUTRAL] It's been crazy.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] But yes, I can hear you mom.
[AGENT][NEUTRAL] See, cause I'm not showing any claims being submitted. Do you know if the broker filed them for you?
[CUSTOMER][NEUTRAL] Yeah, it.
[CUSTOMER][NEUTRAL] Yeah, I thought he was going to do that, you know, but, um, he said he was waiting to hear back from somebody, so I still have the receipt. I didn't, I got the itemized bills, so I kinda want to send that in so I can actually get reimbursed whatever I can get reimbursed.
[CUSTOMER][NEUTRAL] The belief is that all of these missiles going to stop and it's.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] We are asking about sort of the next step here of course and the case number when you shoot down a missile there can there can be debris that can fall to the ground if there's anything that was impacted by possible falling or some.
[AGENT][NEUTRAL] OK, so do you have access to, I'm sorry, I jumped the gun. Can I have a good callback number for you?
[CUSTOMER][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, so I'll transfer that over. So do you have access to a fax machine?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No, I don't.
[AGENT][NEUTRAL] OK, I was to say that is fast, but let me get you over to.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] It's detention.
[AGENT][NEUTRAL] The care team and see if someone can assist you with getting you in that way you can upload it into the portal and that will kind of expedite that process as well. On your information, is the diagnosis code on there, which is the reason for your treatment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh yeah, I'm pretty sure it is. Uh, hold on a minute. Yeah, it's a, it's a out of Movie.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, OK. I just want to make sure that they did not have to deny and request additional information.
[CUSTOMER][NEUTRAL] We do.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK, yeah, they got all the clothes on there.
[AGENT][NEUTRAL] OK. One moment.
[AGENT][NEUTRAL] OK, one moment, I'm gonna place you on a brief hold and try to get you over to the care team.
[CUSTOMER][NEUTRAL] That that were long.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome. One moment.
[CUSTOMER][NEUTRAL] To know if if
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Deering.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII] in claims. How are you?
[CUSTOMER][NEUTRAL] I'm here.
[AGENT][POSITIVE] Hi. Welcome to the team, [PII].
[CUSTOMER][NEUTRAL] I know. I was gone for a week. Now I'm back.
[AGENT][NEUTRAL] Ah
[AGENT][NEUTRAL] Oh darn, what did you come back for [PII]? No, I'm just saying.
[CUSTOMER][NEUTRAL] Girl,
[CUSTOMER][NEUTRAL] Oh, and then
[CUSTOMER][POSITIVE] Well, my son, he has a dinosaur that always test his, uh, he always change the color depending on his mood, and I told him, I gotta go back to work tomorrow. He said, what color you want, mama, red? I said, no, I'm not mad.
[AGENT][NEUTRAL] Ah
[CUSTOMER][NEGATIVE] Like I just now I gotta go back to work.
[AGENT][POSITIVE] Wow, smart kid.
[CUSTOMER][NEUTRAL] Oh, he's a turkey.
[AGENT][NEUTRAL] Oh Lord. OK, so I have an insured on the phone and she's
[AGENT][NEUTRAL] She's not really upset, but she's waiting on us patiently to give her a call back because she's trying to file her claims and we told her we were going to call her back and we didn't.
[AGENT][NEGATIVE] So she's upset because she's to help her get in the.
[CUSTOMER][NEUTRAL] Call her back for what? Was she trying to set on the OSC?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and did you verify her information?
[AGENT][NEUTRAL] And I went through everything.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, OK. What's that, uh, what's her name and that policy number? I'll try to help her.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Her name is [PII] and her policy number is 264.
[AGENT][NEUTRAL] 1544. What she's telling me, it matches what we have in our system.
[AGENT][NEUTRAL] I see the notes, but I mean, she called back.
[CUSTOMER][NEUTRAL] OK. And, oh, excuse me, what's the callback number?
[AGENT][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Awesome and you said everything was correct.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Darn it
[CUSTOMER][POSITIVE] I'll be so happy when he's called stop.
[AGENT][NEUTRAL] Me too.
[CUSTOMER][NEUTRAL] Like, uh, I'm big.
[AGENT][NEUTRAL] Like did you test anything?
[CUSTOMER][NEUTRAL] She's
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] Darn it, I can't do that.
[CUSTOMER][POSITIVE] All right, you can send it to me. I'll try to help her as much as I can.
[AGENT][POSITIVE] Thank you, [PII], I appreciate you.
[AGENT][POSITIVE] Have a good one.
[CUSTOMER][POSITIVE] You're welcome have a great one. You too.
[AGENT][NEUTRAL] You too. Bye-bye.