AccountId: 011433970860
ContactId: e0d0089e-89b3-405a-9ec6-960c9b535bcf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 420390 ms
Total Talk Time (AGENT): 177560 ms
Total Talk Time (CUSTOMER): 146105 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/e0d0089e-89b3-405a-9ec6-960c9b535bcf_20250204T15:44_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I was hoping to um uh open a claim um for a hospital indemnity for my husband, um, back in December.
[AGENT][NEUTRAL] OK, were you needing help filing the claim or you were trying to file it over the phone?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I wanted to see if I can file it over the phone. It's my first time, um, filing a claim with you guys, so I, I wanted to with someone.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] So we can't file claims over the phone, but I'll be more than happy to help you with filing the claim or showing you how to file the claim. Um, may I have your name and a good contact number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Oh yeah, of course.
[CUSTOMER][NEUTRAL] Yeah, of course. My name's [PII], in my, probably in my insurance. It's [PII]
[CUSTOMER][NEUTRAL] And then my last name is [PII].
[AGENT][NEUTRAL] Thank you for that and [PII], may I have a good contact number just in case we're disconnected and then your um policy number.
[CUSTOMER][NEUTRAL] Oh sure. It's um my phone number is [PII]. And then our group ID is 25,760.
[AGENT][NEUTRAL] Do you have the um insurance card there with you?
[CUSTOMER][NEUTRAL] Um, I don't. I know I'm signed up for it through my employer.
[CUSTOMER][NEUTRAL] Um, I don't think I've ever
[AGENT][NEUTRAL] Receive a card?
[CUSTOMER][NEUTRAL] Set up
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, that 25,760 is most likely the group number. Hold on one second, let me see, and then I can look it up through the group. Let's try that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, [PII], with the policy be under your name or your husband's? Oh, never mind, I see you.
[CUSTOMER][NEUTRAL] Uh, my
[CUSTOMER][NEUTRAL] Oh, OK. And
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] It'd be uh yeah.
[AGENT][NEUTRAL] OK, yeah, this is it. And I just need you to verify your date of birth, your mailing, and email address.
[CUSTOMER][NEUTRAL] OK, uh, date of birth is [PII] and then my mailing address should be [PII].
[AGENT][NEUTRAL] And then just your email address.
[CUSTOMER][NEUTRAL] Um should be [PII].
[AGENT][NEUTRAL] Alrighty, and thank you so much for verifying your information and all the information provided is a verification of benefits, not a guarantee of payment. So there's 3 ways to file a claim. You can fax it, you can mail it, or you can send it electronically through the online service center, which is kind of like a um it's an online secure portal. You can file your claims there, get all of your ID cards and your documents. Um, which one do you think you prefer?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, whatever the digital version is, I can do it online.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so, are, are you online now?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I am.
[AGENT][NEUTRAL] OK, so you'll go to um
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And to the top right, you'll see claims and forms, claim status and sign up.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, go ahead and click on sign up and then new user.
[CUSTOMER][NEUTRAL] OK, one second.
[CUSTOMER][NEUTRAL] OK, and an employer, no, not an employer.
[AGENT][NEUTRAL] You'll pick I'm an individual.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then um just follow the prompts that where it says the um social security number, you'll put your full social in there, no dashes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] Would my email have to match what's in your system? not letting me. OK, so let me check this.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, it had my work email in it right so.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me know when you get to the step. Um, it's gonna ask you for like your, your, your text number, your phone number to send you a text.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Sorry, and um to verify. So once you get to that part and you're like creating a username and password, you know you made it.
[CUSTOMER][POSITIVE] No, you're good.
[CUSTOMER][NEUTRAL] OK, cool, yeah, I'm there now. I'm in my profile. OK, great.
[AGENT][NEUTRAL] So then once you get into your profile, you see the dashboard, um it'll say like my claims and then you're looking for upload documents, sometimes it switches the wording, so upload documents or file a claim, you see that?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, yeah, versus the upload files, wait a second, OK.
[AGENT][NEUTRAL] Oh yes, mhm. So you'll just click on that and then follow the prompts it's gonna ask you like what policy if you have multiple, who's who's the claimant, like if it's for you or your husband, and then just follow the prompts and upload the documents, you'll get a confirmation number. That's how you know it's been sent correctly. If you don't get a confirmation number, I'll try it again.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Now, if you send something and you forget to attach something to the claim or something you want to upload it, it's going to give you a new confirmation number, but once we get it, we'll see it all together.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] OK. Got it. OK, I appreciate it. Thank you so much.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] Uh, no, I think I, I got it from here. I appreciate you helping me get to my account. Thank you.
[AGENT][POSITIVE] You're very welcome and thanks for calling APL [PII], and I hope you have a good day and a great week.
[CUSTOMER][POSITIVE] Thank you. You as well. Have a nice day. Bye.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye bye.