AccountId: 011433970860
ContactId: cf528a54-02fa-4053-8283-3c1aed943514
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 715070 ms
Total Talk Time (AGENT): 326989 ms
Total Talk Time (CUSTOMER): 228012 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/cf528a54-02fa-4053-8283-3c1aed943514_20250411T20:05_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling. Do you want my group number?
[AGENT][NEUTRAL] I'm sorry, what was your name again? Well, first off, what was your name again?
[CUSTOMER][NEUTRAL] For my member ID number?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, [PII], thank you. And what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you. And how can I help you today?
[AGENT][NEUTRAL] First off
[CUSTOMER][NEUTRAL] Well, I'm trying to
[CUSTOMER][NEUTRAL] I actually spoke to somebody in, in the office here a few days ago and I had some uh work done in my eyes and they said I had to submit a um what do they call it uh an itemized billing of the work that was done.
[CUSTOMER][NEUTRAL] And she sent me the claim, the, the, you know, how where to send it to, OK? And I, I didn't, I can't figure out how to do this claim form. It won't let me fill it out, you know, like my name and middle initial last name.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Date of birth. I, I don't understand how I'm supposed to because because I I sent the itemized copies of the bill back, but they, they emailed me and said that I got to fill out this claim form, but it won't let me. I, and I, and I'm not very computer knowledgeable. I can tell you that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so yes sir, so you're trying to complete a claim form so that you can submit a claim to APL for review, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yes, sir. So I can try and help you with that. And what is your policy number?
[CUSTOMER][NEUTRAL] Policy number? Um.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I don't think they give me a policy number. I've got a member number.
[AGENT][NEUTRAL] OK, what is your member num uh what is your member number?
[CUSTOMER][NEUTRAL] Is that what you're looking for?
[CUSTOMER][NEUTRAL] 681 7.
[CUSTOMER][NEUTRAL] 55
[CUSTOMER][NEUTRAL] 801.
[AGENT][POSITIVE] Thank you one moment while I get your information pulled up please.
[AGENT][NEUTRAL] OK, and Mr. [PII], I will have to verify several things with you first, for security purposes and also any information that's provided will be a verification of benefits and not a guarantee of payment. So first off, if you could please verify your date of birth for me.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I don't know if you got it under [PII] or [PII].
[AGENT][NEUTRAL] OK, thank you. The phone number that we have on file for you is the same as the one that you gave to me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] OK, thank you. And then the last piece of information to verify is going to be your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you so much for verifying all of your information. So give me just one moment.
[AGENT][NEUTRAL] OK, so Mr. [PII], you said that you spoke to someone was were they with APL or through member services?
[AGENT][NEUTRAL] That sent you that claim form.
[CUSTOMER][NEUTRAL] I would say it was member services, but.
[AGENT][NEUTRAL] OK, OK, yeah, I just didn't, yes, sir, because I just didn't see where we had spoken to you. OK, so does your claim form, is it titled Hospital indemnity and Everyday Solutions claim form at the top?
[CUSTOMER][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] At the top, no, it's a BWA Business Works of America.
[AGENT][NEUTRAL] OK, now I can email you the claim form for AP or if you're able to pull up our website I can walk you through the steps of where you locate the claim form.
[CUSTOMER][NEUTRAL] I can try.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, so do I go to Google then and Google it?
[AGENT][NEUTRAL] You would just go to [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEGATIVE] Oh hold on, I'm not even, no, hold on, I'm not even there.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK [PII].
[AGENT][NEUTRAL] AM Public.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And just let me know when that page pulls up.
[AGENT][NEUTRAL] It should say [PII].
[CUSTOMER][NEUTRAL] I, I don't know.
[CUSTOMER][NEUTRAL] Yeah, just hold on a second, it's it's a [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]. Yes, [PII].
[CUSTOMER][POSITIVE] OK, workforce benefits that work for you, see how it's APL at the top, yeah.
[AGENT][NEUTRAL] Mhm. OK, so do you see where it says claims and forms?
[AGENT][NEUTRAL] At the top.
[CUSTOMER][NEUTRAL] Yep, yep, click on that.
[AGENT][NEUTRAL] OK, click there. Mhm.
[AGENT][NEUTRAL] Then you're gonna scroll down the page.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you will see in big bold black letters where it says claims forms and policy change documents.
[AGENT][NEUTRAL] And there's a small box under that.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] It says filter by product and it has a little green arrow in it, drop down arrow.
[CUSTOMER][NEUTRAL] Yeah, I see that now.
[AGENT][NEUTRAL] OK, so just click the green arrow.
[AGENT][NEUTRAL] And it's gonna give you a list. You're gonna select hospital indemnity.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Just click on the word hospital indemnity.
[CUSTOMER][NEGATIVE] Oh hold on somebody's trying to call me. I gotta get rid of them.
[CUSTOMER][NEUTRAL] You still there?
[AGENT][NEUTRAL] Yes, sir, I'm here.
[CUSTOMER][NEUTRAL] OK, now, now it was um go to.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. You're just gonna click on the word.
[CUSTOMER][NEUTRAL] I'm sorry, what, what was I supposed to?
[AGENT][NEUTRAL] And when you click the little green arrow and it gives you the list, you will click on the words hospital indemnity.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I know I don't have a filter by form authorization to disclose information.
[AGENT][NEUTRAL] No, sir, you click, no, sir, you need to select, OK, so you're in the filter by form type to the left of that there's another box that says filter by product.
[CUSTOMER][NEUTRAL] There it is.
[CUSTOMER][NEUTRAL] And now it's hospital indemnity.
[AGENT][POSITIVE] That is correct. Yes, sir.
[CUSTOMER][NEUTRAL] I clicked on that.
[AGENT][NEUTRAL] Uh-huh. Then you're going to see, you should see where it says hospital indemnity claim form.
[AGENT][NEUTRAL] And out to the right there is a blue download form button.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Click on the download form.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that will be the
[CUSTOMER][NEUTRAL] Yeah, this is what [PII] was on.
[AGENT][NEUTRAL] Mhm. And that is gonna be the form that you will need to complete. Now, if it will not let you electronically complete it, then you would have to just print that out and complete it and scan it back in.
[CUSTOMER][NEUTRAL] Yes, that's the the
[AGENT][NEGATIVE] And save it.
[CUSTOMER][NEUTRAL] Yeah, it won't. 00, I have to fill it, OK, and then.
[AGENT][NEGATIVE] Cause it's not gonna let you sign it, I don't think. I think that maybe you can fill in the, you know, the sections, but the signature, I don't believe you can do online.
[AGENT][NEUTRAL] You're gonna have to actually sign that.
[CUSTOMER][NEUTRAL] Yeah, but if I, if I, if I manually sign it then.
[AGENT][NEUTRAL] Mhm. You were just
[CUSTOMER][NEUTRAL] Yeah, because it won't let me fill it up.
[AGENT][NEUTRAL] Right, you would just scan it back, say that.
[AGENT][NEUTRAL] Back to your computer.
[AGENT][NEUTRAL] Scan it back in and save it.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] And then you can actually we have a portal, Mr. [PII] that you can create your profile in and I have a user guide that gives you the step by step instructions on how to do that.
[AGENT][NEUTRAL] And then once you have all of your documents together that you need for your claim because page one of that claim form does give you the instructions for what you would need to submit.
[AGENT][NEUTRAL] To uh
[CUSTOMER][NEUTRAL] Uh, I, I, I highly doubt I will understand the directions. I know it's probably very simple for you because you're on computers all the time. I don't use computers. I never sat in front of one until I was [PII] old, and they don't make sense to me and stuff just doesn't make sense, especially the language that's used.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] Well, if
[AGENT][NEUTRAL] Sure. So if you, OK, so if you don't want to set up your profile, that is fine. At the bottom of page one, there is a PO box and there's also a fax number.
[AGENT][NEUTRAL] And you could use either one of those to submit your claim to.
[CUSTOMER][NEUTRAL] Can I, can I even like fax it on a Saturday or Sunday?
[AGENT][NEUTRAL] We're not you can, you can, but we are not like operative over the weekend. We're only open Monday through Friday.
[CUSTOMER][NEUTRAL] Because I don't have a fax machine.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I understand, but it would be fine to send it on a Saturday or Sunday.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Yes, sir. Um, yes, sir. I don't see where there would be any harm in that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I'll get on it, try to get this figured out how to get this printed now.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Well, is there anything else then?
[CUSTOMER][NEUTRAL] I don't, I don't even see it.
[AGENT][NEUTRAL] I'm sorry, Mr.
[CUSTOMER][NEUTRAL] Well, it doesn't say anywhere.
[CUSTOMER][NEGATIVE] It doesn't say anywhere on here how to print it.
[AGENT][NEUTRAL] No, sir, up at the
[AGENT][NEUTRAL] Up at the top of your screen, you may have a little printer looking icon.
[AGENT][NEUTRAL] I don't know. It would
[CUSTOMER][NEUTRAL] Oh there it is OK.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] There we go, OK, I found it.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK. Well, is there again, anything else I could help you with today?
[CUSTOMER][NEUTRAL] No, I don't think so.
[AGENT][POSITIVE] OK, well, if you have any other questions, please, you're welcome. Please give us a call and if you change your mind about the portal and wanting to try to set that up, you can call us and we'd be happy to send you that information as well.
[CUSTOMER][POSITIVE] Thanks for your help.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, well, thank you for again, yes, sir, you too and have a wonderful weekend. Thank you again for calling APL.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Bye-bye.