AccountId: 011433970860
ContactId: c07c6d22-8c29-46c4-b8c7-d378c66dbe5a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 769000 ms
Total Talk Time (AGENT): 423980 ms
Total Talk Time (CUSTOMER): 178063 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/c07c6d22-8c29-46c4-b8c7-d378c66dbe5a_20250624T12:55_UTC.wav
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[AGENT][NEUTRAL] Fine, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, good morning, um, my name is [PII]. I'm calling. I have a policy through my, my job, and I wanted to see. I was trying to create a log in online. It wasn't working, and I wanted to go about, um, putting in a claim for possibly reimbursement for something I had.
[AGENT][NEUTRAL] OK, Ms. [PII], so you're needing assistance in setting up your online service center profile so that you can submit a claim, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And what is a good callback number for you?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Either [PII] yeah [PII].
[AGENT][NEUTRAL] Thank you, and your policy number, please?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] One second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Policy number uh.
[CUSTOMER][NEUTRAL] With a group number oh right here policy number is 025.
[CUSTOMER][NEUTRAL] 95665.
[AGENT][NEUTRAL] OK, thank you. Give me a moment please to get your policy information pulled up, then I will have to verify several things with you first for security. So one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so first off, Ms. [PII], if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Thank you. Also your home mailing address.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, thank you. Now, we do not have a phone number on file for you, so the phone number that you gave me, is that the one you want on record for you?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] [PII]. Is that correct?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK, thank you. And the last thing is going to be your email address and [PII] that this does appear to be your work email.
[CUSTOMER][NEUTRAL] OK, I have to. I'll give you the first one because I'm not sure if they, um, which one it's, um, my name it's so it's my name [PII].
[AGENT][NEUTRAL] OK. Sure.
[AGENT][NEUTRAL] OK, so that is the one that we have. Now, do you want to leave your work email on file or do you want to change it to your personal?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I would like to change it to my personal.
[AGENT][NEUTRAL] OK, so what is that please?
[CUSTOMER][NEUTRAL] So it's um my last name, so it's [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and I'm gonna repeat that as well. [PII].
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And that [PII] phone number, is that your cell phone number?
[CUSTOMER][POSITIVE] It is yes.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so now that I have gotten your information updated, that would have been the reason um that you were getting an error as far as setting it up. Now I do have a user guide list that that I would be happy to email to you that for using the portal. It's a user guide. Would you like for me to email you that?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, so I have just sent that email to you and the email that um that you will be receiving is going to come from [PII] team at [PII] and I did put APL online service center in your subject line for you so that that's easy for you to recognize. Now would you like to just try and set the portal up while you and I are on the phone so that if you have any more problems you would not have to call back?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK, yeah, that'll be great.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] So if you would like for me to kind of give you the step by step, I'll be happy to do that as well.
[CUSTOMER][NEUTRAL] Um, let me.
[CUSTOMER][NEUTRAL] Yes, um, yeah, you can go oh, I see your your email you can um.
[AGENT][NEUTRAL] OK, good. All right. So on the first, yes ma'am, on the first screen, let me know when that first um page gets pulled up.
[CUSTOMER][NEUTRAL] The OK, I see the website on the.
[AGENT][NEUTRAL] For creating your account.
[CUSTOMER][POSITIVE] OK, secure.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I'm here.
[AGENT][NEUTRAL] OK, so you're gonna select the create your OSC account.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Then on the next screen, you're gonna select insured.
[AGENT][NEUTRAL] And click next.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now on that next screen, um, there's gonna be just a couple of boxes, I think it's 3 actually that have asterisks next to them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Or it may only be 2. OK, so you're only gonna fill in your last name then your personal email and your date of birth on that screen.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So OK it says complete your account set up continue.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh, OK, now it's taking me.
[AGENT][NEUTRAL] Now, it should email you a verification code. Now that may take, it may come very quickly, but it might take it a minute or two for you to receive that verification code.
[AGENT][NEUTRAL] So once you do receive that, you're just gonna copy and paste it into that space.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And click uh.
[AGENT][NEUTRAL] To verify.
[CUSTOMER][NEUTRAL] Yeah, I'm waiting for the email.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, I got it. OK, [PII].
[CUSTOMER][NEUTRAL] OK, so I'll set up a password.
[AGENT][NEUTRAL] Once you verify it, then you'll be able to set up your password.
[AGENT][NEUTRAL] And I will let you know that you will have to um it's gonna once you complete that process before you can actually sign in, it will send you another verification code so that's essentially like a two-factor authentication.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm oh OK um oh it doesn't match. Do I have to put like the display name or any of that?
[AGENT][NEUTRAL] You can put, you can just put your first and last name, you know, like your first name in that first box and.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So that way when you sign in it says, you know, welcome.
[CUSTOMER][NEUTRAL] OK, got it.
[AGENT][NEUTRAL] Was that
[CUSTOMER][NEUTRAL] Um-hum, um-hum.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, it says your account has been successfully created.
[AGENT][NEUTRAL] OK. So now you're just gonna go back right to the login page. Uh-huh, and click log in.
[CUSTOMER][NEUTRAL] Oh, I see, yeah.
[CUSTOMER][NEUTRAL] Yeah,
[AGENT][NEUTRAL] And then it's gonna send you another verification code.
[CUSTOMER][NEUTRAL] Yeah, it's
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Here we go.
[CUSTOMER][NEUTRAL] OK, I'm in.
[AGENT][POSITIVE] Awesome. Now, do you know where to obtain the claim form [PII] that has the instructions for submitting a claim, the additional documents that are required in addition to the claim form.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] I could have emailed you that too um so if since you're on you have your.
[AGENT][NEGATIVE] Internet pulled up
[AGENT][NEUTRAL] Just open up another tab.
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] And at the top, type in [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] Mhm. And just let me know when that page pulls up, but don't click anything yet cause I wanna show you something else as well.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Yes, it's I'm I'm there.
[AGENT][NEUTRAL] OK, so don't click anything, but at the top you see the different tabs. So another way that you can get to the portal login page is by just clicking that where it says sign in and it'll take you to the website as well where you just were.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] But to get your claim form, you're gonna click on claims and forms.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Then scroll down the page.
[AGENT][NEUTRAL] About middle ways down.
[AGENT][NEUTRAL] You will see a box that says filter by product and it has a green drop down arrow in it.
[CUSTOMER][NEUTRAL] Filter OK hold on.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] There's a big bold heading that says claims, forms, and policy change documents and below that there's 2.
[AGENT][NEUTRAL] Small boxes.
[CUSTOMER][POSITIVE] Oh yes yes OK got it.
[AGENT][NEUTRAL] OK, so just click on the drop down arrow that says filter by product and it's gonna give you a list and you're looking for med link next to the last just click the word med link.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] And now on your screen out to the right, you should see a blue button that says download form.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And if you click on that, the claim form should open.
[AGENT][NEUTRAL] And the top section on that form has several bullet points that you can use as a checklist.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For what else you would need to submit.
[AGENT][NEUTRAL] To us for review. And then once you have all of that together, you can save it to your computer and then you can log into your portal to file the claim.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] OK, and in the portal I guess here with well I guess it says it here start your claim right? and I guess it'll give me the option to uplift. oh OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes ma'am, it will uh huh. And that uh user guide that I sent to you will give you, you know, some of the steps if you have any que you know questions but if there's any, if you have any issues because this is a new portal for us it's only was rolled out a few weeks ago so um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yeah, so it's looks a little different and everything, but if you have any questions or issues, then you can call us back and we'll try to either a walk through them and if there's a problem that we can't solve over the phone, then obviously we can report it to have it researched.
[AGENT][NEUTRAL] But I don't you, I don't think you'll have any trouble, but if you do call us.
[CUSTOMER][NEUTRAL] OK all right that.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Oh thank you so much yes that's a lot of help. OK, I'll get that over to you guys.
[AGENT][NEUTRAL] OK. All right. Well, is there anything else that I can help you with this morning, [PII]?
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][POSITIVE] No, that's all thank you so much for your help.
[AGENT][POSITIVE] You're very welcome and thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye