AccountId: 011433970860
ContactId: d78419f3-a915-4ee9-975e-2eb6906cd58b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1024358 ms
Total Talk Time (AGENT): 435577 ms
Total Talk Time (CUSTOMER): 237305 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/d78419f3-a915-4ee9-975e-2eb6906cd58b_20250205T20:00_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Uh, yes, I was trying to download the claim forms and I can't even log in um.
[CUSTOMER][NEGATIVE] It's not accepting my username or anything it's saying.
[CUSTOMER][NEGATIVE] Well, I'm having trouble logging in trying to create an account.
[AGENT][NEUTRAL] OK, so are you the insured and you're trying to set up your profile in our portal?
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] Yes, ma'am. Well, I can help you with that and who am I speaking with?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And Ms. Well, what is a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, 5 and 5.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And your policy number, please?
[CUSTOMER][NEUTRAL] Oh, I see.
[CUSTOMER][NEUTRAL] I was sending the letter and I was still trying to do the claim form and I go well.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] And my policy certification number is 151.
[CUSTOMER][NEUTRAL] 846-6
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. So give me a moment please to get your information pulled up and then I will have to verify several things with you first, as well as well, and then once um I do that, then we'll be able to move forward on your portal, OK.
[CUSTOMER][POSITIVE] OK, sounds good.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one that you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] OK, thank you. Now, back on your um address again, you said it was [PII]. And what was the last?
[AGENT][NEUTRAL] After [PII]
[CUSTOMER][NEUTRAL] We're also [PII].
[AGENT][NEUTRAL] Is it straight or it's Avenue. OK. And then the email address that we have on file, this does appear to be your work email.
[CUSTOMER][NEUTRAL] Oh, [PII]?
[CUSTOMER][NEUTRAL] Uh, if it's my work email, it's [PII].
[CUSTOMER][NEUTRAL] At [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you so much for verifying your information. All right.
[AGENT][NEUTRAL] So in setting, OK, so you've never set up your profile before, is that correct?
[CUSTOMER][NEUTRAL] Yeah. Mhm.
[AGENT][NEUTRAL] OK. Now, I can see Ms. [PII], that you have had um a couple of different policies with us and then
[AGENT][NEUTRAL] You have a, the policy number you actually gave me is one that's not active anymore. That's an older policy that you have with us?
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] That was a supplemental medical gap policy, a meddling policy. You currently have a hospital indemnity plan and you've had that one since [PII]. So, is your service date range?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] When is the date of service you're trying to file claims for?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Well, uh, let me see, hold on, because.
[CUSTOMER][NEGATIVE] Every time I gave them my card, I guess that's why they said it didn't work or something because I didn't have another card of the other one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] So I guess I need that card sent.
[AGENT][NEUTRAL] And once you get, yes ma'am, once we get your portal set up, you'll be able to have access to that other card for the policy your hospital excuse me, your hospital indemnity plan that is active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm. OK, cause I was trying to get for, cause the other plan is for what hospitalization?
[AGENT][NEUTRAL] Yes, so your active policy is for hospital indemnity, and that is the plan that has been in effect, um, again, since [PII].
[CUSTOMER][NEUTRAL] OK, cause my husband was in the hospital.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] And was dismissed uh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII]. He was discharged on the [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Of what year?
[CUSTOMER][NEUTRAL] Of [PII].
[AGENT][NEUTRAL] OK. All right. So the, if you want to write this down, you can, your hospital indemnity policy number is 216.
[AGENT][NEUTRAL] 8700.
[AGENT][NEUTRAL] And are you at a computer now where you can try and create your profile with me?
[CUSTOMER][NEUTRAL] Yes, uh-huh. Mhm.
[AGENT][NEUTRAL] OK, so you're on the [PII] page, is that correct?
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] Alright, so you would select new user.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Then you will select where it says I am an individual with an APL insurance policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Go to your next screen.
[AGENT][NEUTRAL] You're gonna fill in that requested information in those boxes. Now you will need to use your work email.
[AGENT][NEUTRAL] Since that's what we have on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm, that's.
[CUSTOMER][NEUTRAL] OK, and now it says create your account.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think that's where it was, it won't let me go on further.
[AGENT][NEUTRAL] Were you using your work email or were you using a personal email if it wouldn't let you go farther?
[CUSTOMER][NEUTRAL] Not the work email, yeah, wouldn't let me go further. So the user name, can I just use my name?
[AGENT][NEUTRAL] Your username can be anything you want it to be if there's not a minimum criteria to meet for that.
[AGENT][POSITIVE] So, yes, ma'am. You can put that as whatever you want.
[AGENT][NEUTRAL] But the password does have to meet that criteria that's specified there.
[AGENT][NEUTRAL] Which is a minimum of 8 total characters in length, and you must use upper lower upper and lower case letters as well as numbers and at least one special character. Now one of the special characters I know that you cannot use is the hashtag mark.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For security purposes.
[CUSTOMER][NEUTRAL] OK. Uh,
[CUSTOMER][NEUTRAL] Alrighty, let me see.
[AGENT][NEUTRAL] And what I'm also gonna do while you're setting that up as soon as well, I'm going to, I'm going to email you a user guide that we have for the portal.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] In addition to um giving you the instructions on how to set it up, it also gives you information about um the different things you can do within there and how to submit documents for us to us for reviews through the portal.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So you'll give me just a second. Is that letting you, I'm gonna go ahead and do this while you're working on that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the email that I have sent to you, it's going to be coming from [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I did put APL in your subject line, an online service center portal.
[CUSTOMER][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] The 1 to 20 characters, 123.
[CUSTOMER][NEUTRAL] OK, maybe I put that too long.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm OK. I did all that.
[CUSTOMER][NEUTRAL] Let's see, OK.
[CUSTOMER][NEUTRAL] Try something different.
[AGENT][NEUTRAL] Is it not like in your password?
[CUSTOMER][NEUTRAL] And what it's not liking. It's got the username that pass where it's highlighted.
[AGENT][NEUTRAL] Which one is highlighted? I'm sorry?
[CUSTOMER][NEUTRAL] I'm trying
[CUSTOMER][NEUTRAL] The username and the password.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] read that one.
[CUSTOMER][NEUTRAL] I got it.
[AGENT][NEUTRAL] You were able to get it?
[CUSTOMER][POSITIVE] I think so, finally.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh
[AGENT][POSITIVE] Good.
[CUSTOMER][NEUTRAL] Trying to write it all down so I can remember.
[AGENT][NEUTRAL] Yes and and if you ever were to get locked out of your account for any reason, you know, you can call us and we can unlock it. If you forget your password, then, I mean, you would just have to select forgot password to and create a new one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, finally.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, now it's telling me that, sending me a 10.
[CUSTOMER][NEUTRAL] Digit
[AGENT][NEUTRAL] Mhm, should get a code.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, um, all righty.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Just checking. Yes, I did. All right, thank you. OK. Yeah. OK. Now I'm in there.
[AGENT][POSITIVE] Oh, great.
[AGENT][NEUTRAL] So now again you can upload your claims information into the portal. You do have to do that from a computer though you can't upload documents from a mobile device that doesn't currently support mobile functionality but that user guide that I sent you explains all of that.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And you do have the claim form already? Uh, do you have?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have that? Or do you also need to know where to locate that?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm looking for it right now, I guess.
[AGENT][NEUTRAL] OK, now actually I'm gonna give you our public website because our our main website has a link for the different claim forms and you can also get to that portal sign in page.
[AGENT][NEUTRAL] If you go to [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] AM [PII].
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] When that page pulls up at the top, you're gonna see a link. Don't click on anything just is, do you have that?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hold up.
[CUSTOMER][NEUTRAL] Yeah, uh-huh.
[AGENT][NEUTRAL] OK, so you should see it where it says claims and forms and then to the right of that where it says sign in. If you were to click the sign in, that's gonna take you to your login page for the online service center, but to get your claim form, just click on that link and scroll down the page.
[AGENT][NEUTRAL] You're gonna see a little box that says filter by product with a green drop down arrow.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] you see that?
[CUSTOMER][NEUTRAL] Uh, built on product, yeah, OK. Mhm.
[AGENT][NEUTRAL] Uh-huh. So click the arrow and you're gonna, you're looking for hospital indemnity.
[AGENT][NEUTRAL] And just click on that word.
[CUSTOMER][NEUTRAL] Oh, I must be on a different one.
[AGENT][NEUTRAL] Now out
[AGENT][NEUTRAL] Male.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I think I'm on a different one.
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, so just, no worries, just mhm.
[CUSTOMER][NEUTRAL] That confirms.
[AGENT][NEUTRAL] Just click that.
[CUSTOMER][NEUTRAL] OK, I'm on the APL OK.
[CUSTOMER][NEUTRAL] Claims.
[AGENT][NEUTRAL] Claims and forms, you should see that at the top. Mhm.
[CUSTOMER][NEUTRAL] Claim gym forms and so I scroll down and
[AGENT][NEUTRAL] So click on that link, yeah, click that link first.
[CUSTOMER][NEUTRAL] Claims and forms.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then scroll down the page.
[CUSTOMER][NEUTRAL] Yeah, and it has
[AGENT][NEUTRAL] And then where it says filter by product.
[CUSTOMER][NEUTRAL] Filtered by product, OK.
[AGENT][NEUTRAL] Click on the little green arrow.
[CUSTOMER][NEUTRAL] Oh, hospital identity OK hospital identity.
[AGENT][NEUTRAL] Yes, ma'am, and then click on the word hospital indemnity. Now out to the right on your screen you should see a blue button that says download form.
[AGENT][NEUTRAL] And if you'll click on that, that is the claim form that has the instructions.
[AGENT][NEUTRAL] On page one of completing the form and the additional documentation that you would need to submit along with that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All righty.
[AGENT][NEUTRAL] OK so you can use that as your checklist if you wanna call with us.
[CUSTOMER][POSITIVE] OK. All righty. OK. Sounds good.
[AGENT][NEUTRAL] OK. All right. Well, is there anything else that I could help you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] I think that's it. Hopefully I can get this, OK.
[AGENT][POSITIVE] Well, if you have any other questions, please feel free to give us a call and we'll be more than happy to help you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Alright, thank you for being patient.
[AGENT][POSITIVE] Yes, ma'am. You're very welcome. Oh, no, you're very welcome. It was my pleasure. Yes, ma'am.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] Right, thank you. Uh-huh, bye bye.
[AGENT][POSITIVE] Yes, have a wonderful evening. Yes, and thank you again for calling APL.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] um.