AccountId: 011433970860
ContactId: ced803d6-423f-4aff-b337-06d2c53e3e58
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 828429 ms
Total Talk Time (AGENT): 433220 ms
Total Talk Time (CUSTOMER): 260127 ms
Interruptions: 5
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/ced803d6-423f-4aff-b337-06d2c53e3e58_20250530T15:34_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] Oh yes, [PII], I'm sorry I'm kind of at a disadvantage. I'm not really sure what I'm doing, um.
[CUSTOMER][NEUTRAL] I had
[CUSTOMER][POSITIVE] Yeah, I don't even know what company this is. I'm sorry. I got an email from a lady that was helping me um set up some stuff for a cancer policy that I have, I do believe.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] And that I got an email from you guys that told me what my password was or not my password um my username, but I don't know where to go to log in.
[AGENT][NEUTRAL] Your username?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] To find the information that I need. I'm sorry.
[AGENT][NEUTRAL] OK, so you're needing to get the information for the portal website for you to be able to log in, is that correct?
[CUSTOMER][NEUTRAL] I guess so.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, yes, ma'am. Well, I can help you with that. So who am I speaking with, please?
[CUSTOMER][NEUTRAL] Um, my name is [PII].
[AGENT][NEUTRAL] OK. And Miss [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And what is your policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh, that's a good question. I'm not sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] The, the problem is I've been out on disability, um, and I have one girl helping me with paperwork and stuff and she left. Um, so now I'm dealing with somebody else.
[CUSTOMER][NEUTRAL] And um I just recently found out that I have colon cancer and so,
[AGENT][NEUTRAL] At your
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um, I'm kinda
[CUSTOMER][NEUTRAL] I kind of don't know what I'm doing.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, Ms. [PII]. Well, no, that's OK. I'll be glad to try and help you. So first off, I am sorry to hear that, um, and I wish you all the best with your treatment.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] So, what is your full social security number, Ms. [PII]? Let me see if I can locate your information that way.
[CUSTOMER][NEUTRAL] Um, social security number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you one moment please.
[AGENT][NEUTRAL] OK, Miss [PII], so I will have to verify several things with you first for security and then also any information provided would be a verification of benefits and not a guarantee of payment. So if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, and then also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And then on the end of your zip code, we have a [PII]. Is that?
[CUSTOMER][POSITIVE] Yes ma'am, I'm sorry. I always forget that.
[AGENT][NEUTRAL] OK. That's OK. Uh, that's all right. And the phone number that we have on file is the same as the one you gave me, so that is your best contact information, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, thank you. And then the last thing to verify is going to be your email address. This does appear to be your work email.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you very much. All right, just one moment. Now, on the email that they sent you um with your.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] User name for the online service center it shows that they attached the user guide for you.
[AGENT][NEUTRAL] Did you receive that?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] This is thank you for activating your APL online service in your account. Please retain this email username, please use the login each time.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, if you forget your password, please click forgot password, which I don't even know if I have a password or not. Uh, this email address.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, it's on record.
[CUSTOMER][POSITIVE] And then it gives me customer service, um email and this phone number. Thank you for your business.
[AGENT][NEUTRAL] And you
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And that's, that's all. I don't, there's not a.
[CUSTOMER][NEUTRAL] There's not a link there's not a.
[AGENT][NEUTRAL] There wasn't an attachment, there's not an attachment.
[CUSTOMER][NEUTRAL] I'm not
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm not finding one, no, ma'am.
[AGENT][NEUTRAL] So give me just a moment Ms. [PII]. Now I'm gonna go ahead and send you the user guide that we um typically send out they are making some changes to the portal but overall this would help you navigate pretty well as to where that you, you know, where to go.
[AGENT][NEUTRAL] Now I can tell you I can give you the website that you go to to log in and then we can look at your username we don't have access to your passwords, so you would have to just do the forgot password and set a new one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, give me just one moment to email you this user.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you have a cancer claim form, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh, no, I do not.
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] Like I said, I've got a lady, her name is [PII], and sh[PII]'s the one that I contacted to let her know because I also have a disability policy, um, that I'm currently.
[AGENT][NEUTRAL] Now, is she someone with your employer?
[CUSTOMER][NEUTRAL] Um, she's the one that handles all of our insurance and stuff at work.
[AGENT][NEUTRAL] Uh, OK, OK.
[CUSTOMER][NEUTRAL] And she just told me to bring her the paperwork and she would file it.
[CUSTOMER][NEUTRAL] But she went ahead and set me up.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Something through APL.
[CUSTOMER][NEUTRAL] And so,
[AGENT][NEUTRAL] Um, OK, so what.
[CUSTOMER][NEUTRAL] Um, that's how I got your phone number.
[AGENT][NEUTRAL] All right, so let's.
[AGENT][NEUTRAL] Give me just a second we're gonna, we're gonna do one thing at a time. So what I'm gonna do is I'm gonna pull up, you can actually obtain the claim form that I'm going to attach to this email from our main website which is located at I'm sorry, our main website is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] But again since I'm emailing you this user guide, I'm also gonna just go ahead and include attach one of the forms for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I have just sent that email to you and that email should come from [PII].
[AGENT][POSITIVE] And I did put APL in your subject line so that that's easy for you to recognize.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And then,
[AGENT][NEUTRAL] Give me a moment.
[CUSTOMER][NEUTRAL] OK. Cancer.
[CUSTOMER][NEUTRAL] What? or is it OK.
[CUSTOMER][NEUTRAL] Service center.
[CUSTOMER][NEUTRAL] OK, right.
[AGENT][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] They are attached down at the bottom.
[AGENT][NEUTRAL] Uh-huh, yes, you should have two attachments, the claim form and then the user guide, OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that website, the [PII], that's where you'll go to log into your portal.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And your your cancer policy number I'm going to give it to you, but you will also see this once you have created your profile.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That your policy number, Ms. [PII] is 254.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 2736.
[CUSTOMER][NEUTRAL] 2542736
[AGENT][POSITIVE] Correct, and the user name is all lower case.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So [PII] is your username, mhm.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And like I said uh there may be a few things that look different when you sign into your portal versus that user guy because we are in the process of having some updates done within the portal.
[AGENT][NEUTRAL] But you can upload all of your claims information into the portal from a computer so that first page on that cancer claim form has a lot of bullet points under the instructions so you can use that as your checklist for the things you will need to provide to us.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, if for any reason, you know, you're not able to upload it directly to your portal, you could mail it or fax it to the number and the address that's on the bottom of page one. That's our claims mailing address that fax number is our secured fax line and you would just put it to attention claims department.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But that has, yes, that has that's the easiest way to do it is to just use that as a checklist of what you will need to get and submit along with this claim form and then obviously make sure that you sign and all of that on the form and in the portal to the user guy talks about it but you can add in direct deposit information Ms. [PII], so that if we're able to pay benefits on a claim.
[CUSTOMER][POSITIVE] OK, wonderful.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Then the funds could be electronically deposited instead of us having to issue you a paper check and mail that. But that's, you know, that's your preference. That's not a requirement. I just wanted to make sure you're aware of it. And you can also opt in for text notification alerts.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] So that when we do process a claim, you will receive a text alert. Now when you receive that alert, you may not be able to log in and see the status of it at that point because the text kind of comes before the claim goes through our overnight processing, but in the event that you get that notification if you opt in for it, you could call us and we could give you the information over the phone.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. OK. Well, is there, you're welcome.
[CUSTOMER][POSITIVE] That is wonderful. OK. Thank you so much for answering all my questions. I'm sorry to have been so
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] Hectic, scatterbrained, whatever you wanna call it.
[AGENT][NEUTRAL] Yeah. Oh.
[AGENT][POSITIVE] No, you have a lot going on and that's what we're here to do is to try and help you in any way that we can. Do you have any other questions or anything else at the moment, Ms. [PII], that I can help you with?
[CUSTOMER][NEUTRAL] I don't think so. I'll I'll get logged in and and look at the attachments you sent and if I have anything I'll give you guys a call back.
[AGENT][POSITIVE] Absolutely, yes, ma'am, please do.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so very much. Thanks. Bye-bye.
[AGENT][POSITIVE] Well, you are certainly very welcome and thank you again for calling APL Ms. [PII]. I do hope you have a nice weekend.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.