AccountId: 011433970860
ContactId: c8ee0a44-cba8-4354-ae8b-5168c961cf8d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 428130 ms
Total Talk Time (AGENT): 219840 ms
Total Talk Time (CUSTOMER): 137906 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/c8ee0a44-cba8-4354-ae8b-5168c961cf8d_20250529T15:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Yes, I log in to [PII]. I was trying to file a claim under uh cancer, but it won't let me even log in as a new, uh, patient or new user.
[AGENT][NEUTRAL] OK. All right. I can help you with the online service center. Uh, can I get your first name again and will you please spell it for me?
[CUSTOMER][NEUTRAL] OK, it's [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. And what is your callback number, ma'am? Just in case the calls dropped, I'll be able to call you back.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And then may I also have your policy number?
[CUSTOMER][NEUTRAL] Um, policy number from where?
[CUSTOMER][NEUTRAL] I mean, I'm filing the claim.
[AGENT][NEUTRAL] From your
[CUSTOMER][NEUTRAL] From my Blue Cross Blue Shield?
[AGENT][NEUTRAL] No, ma'am. Uh, it would not be your Blue Cross Blue Shield policy number, it would be your APL policy number.
[CUSTOMER][NEUTRAL] That's, that's the whole thing I was trying to.
[CUSTOMER][NEUTRAL] To log in to this.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] It's, it's a wellness claim?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I, I don't know my, my Blue Cross Blue Shield representative told me.
[CUSTOMER][NEUTRAL] That you need to create an account with ACL.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, alright, so if you can give me your social, I'll that'll pull in all your policies that you have with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please um verify your date of birth for me?
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your address, phone number and email address that we would have on the policy for you?
[CUSTOMER][NEUTRAL] My address is [PII].
[CUSTOMER][NEUTRAL] My email is, I don't know if it would be in the Midland Independent School District, but I got two. It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It's for my Blue Cross Blue Shield, and then I've got my personal [PII].
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes, ma'am. OK, thank you very much. I appreciate you verifying your policy for me, Miss [PII], and you're trying to file a cancer claim. Uh, first, let me give you your policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm, yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 253-276-0.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me make sure we've got all the information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so did you go to [PII]?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, that's where you'll need to go, [PII] on the end, [PII].
[CUSTOMER][POSITIVE] Secure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And when you first get in you're gonna sign up as a new user and let me make sure, just double check make sure we don't have you signed up already just for a quick reference.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, there, she just sent me a link.
[AGENT][NEUTRAL] Because you may have signed up.
[CUSTOMER][NEUTRAL] And, and, and I might have signed up because I created a password and let's see.
[AGENT][NEUTRAL] Right. Yes.
[AGENT][NEUTRAL] OK, so with our website you're not signed up. I'm looking at it now.
[AGENT][NEUTRAL] So you'll need to go into the [PII]. You're gonna choose your new user.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I can barely hear you. You're going off a little bit.
[CUSTOMER][NEUTRAL] OK. Say that again, secure.
[AGENT][NEUTRAL] OK, you're gonna choose that you're a new user.
[AGENT][POSITIVE] Secured
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you're gonna choose that you are a new user.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's your first option and your second option is you're an individual with an APL policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then it's gonna ask you to create a username and a password.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then once you uh create your username and password you're gonna go to claims and forms for your cancer policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Fill out the claim form and then at the top of the claim form is very specific instructions for what you need to send in for your claim. Now if you're just doing a wellness claim, then there is a claim form for wellness.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That you'll be able to choose.
[CUSTOMER][NEUTRAL] Well, that
[CUSTOMER][NEUTRAL] Well, if I did a mammogram, would that be fall under that, Wellness?
[AGENT][POSITIVE] Yes, that would be wellness, yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So use the wellness form.
[AGENT][NEUTRAL] The wellness claim form, yes, ma'am.
[CUSTOMER][NEUTRAL] Plain form, OK.
[AGENT][POSITIVE] And it, yes ma'am, and it also has uh very specific instructions what you need to send in for your wellness claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. So one to secure.
[AGENT][NEUTRAL] Has a little cheat sheet on there for you.
[CUSTOMER][NEUTRAL] Yes, so on the secure it goes [PII] or not?
[AGENT][NEUTRAL] No, no, don't do the WW just do secured. [PII]. Yes, ma'am.
[CUSTOMER][POSITIVE] It's just secure.
[CUSTOMER][POSITIVE] Secure.
[CUSTOMER][NEUTRAL] OK, OK, got you. OK, I'm gonna try that on my computer when I go to work. I can't do it on my phone easily as I can on the computer, so I'll do that and if I have any more questions I'll call, can I call again the customer service?
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, you can call again if, yes, always feel free to pick up the phone if you get stuck or you need further help, OK?
[CUSTOMER][NEUTRAL] This number, the [PII] I just called? OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, sounds good.
[AGENT][NEUTRAL] OK. Well, Ms. [PII], I hope.
[CUSTOMER][NEUTRAL] I think that's it.
[AGENT][POSITIVE] OK, well, I'm glad I was able to help you and I hope you have a wonderful rest of your day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.