AccountId: 011433970860
ContactId: e11a330d-f1f1-4108-b2cb-2f0cd65e9e39
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1598069 ms
Total Talk Time (AGENT): 727470 ms
Total Talk Time (CUSTOMER): 780160 ms
Interruptions: 14
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/e11a330d-f1f1-4108-b2cb-2f0cd65e9e39_20250203T15:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I'm looking at maybe seeing if you have something in the system for me to tell me what.
[CUSTOMER][NEUTRAL] My group number was and all of that. I'm getting ready to file claims for the [PII].
[CUSTOMER][NEUTRAL] Um, I'm sorry, [PII] school year.
[CUSTOMER][NEUTRAL] And possibly the [PII].
[CUSTOMER][NEUTRAL] Um, let me think back to the date, the year before that would be [PII] school year. I was an active employee with um Legacy traditional schools in [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm no longer working there. I'm no longer working there, so, but I've never filed my claims. I was just having a difficult time with my cancer journey and at the end, um, my, I did, you know, the postoperative care I was struggling with, so I couldn't do it then and I'm ready now, so I need to find out how to get started and what I need to do.
[AGENT][NEUTRAL] OK. Do you have your policy number, [PII]?
[CUSTOMER][NEUTRAL] No, I do not.
[AGENT][NEUTRAL] OK. Um, can I search it by your Social Security number?
[CUSTOMER][POSITIVE] Yes, you can.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] And are you trying to which policy are you filing the claim under your a cancer policy?
[CUSTOMER][NEUTRAL] The cancer policy is my American public life, is that correct?
[AGENT][POSITIVE] It is, that is correct.
[CUSTOMER][NEUTRAL] And then I have a group number. Is that still the same of 13309? I'm just finding notes as I'm talking to you, sorry.
[AGENT][NEUTRAL] OK, let me look at that and see.
[AGENT][NEUTRAL] Verify your date of birth and mailing address for me.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] What's your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] It looks like a work email address that I have.
[CUSTOMER][NEUTRAL] Um, I no longer work there, so I don't have access to that.
[AGENT][NEUTRAL] OK. Repeat your personal one again.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, do you want me to put this one on file?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Do I need my work work email address for future reference? I mean.
[AGENT][NEUTRAL] No, no, no, that's the one that we had on file so we just have to verify whatever your email address is we have to verify it so I can update it to your personal.
[CUSTOMER][POSITIVE] OK, no problem.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and what is it that you're trying to file?
[CUSTOMER][NEUTRAL] So I have, I guess with my American public life, you don't, you don't handle the Chu claims, right? You're different than Chu for Hospital indemnity.
[AGENT][POSITIVE] Correct, we're different, we do, yes, that is correct.
[CUSTOMER][NEUTRAL] OK, so with American Public Life, I guess maybe you could tell me what is it that I can file for under my cancer. OK, that's what I need to know and I have oodles of paperwork, tons of paperwork that I probably have to go through, maybe explanation of benefits. I don't know the best way to reference it all.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And you wanted to verify your group number. What number did you give me?
[CUSTOMER][NEUTRAL] The group number was 13309.
[AGENT][NEUTRAL] Right, that was your employer group number. And are you aware that your policy is no longer active?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Oh yes, I, I know that that that happened when I was I was terminated on [PII]. Do you show that?
[AGENT][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm, well, I'm showing it no longer active as of [PII].
[CUSTOMER][NEUTRAL] Of [PII].
[AGENT][NEUTRAL] I'm showing I'm showing [PII].
[CUSTOMER][NEUTRAL] So that might need to be changed, but I'm not too worried about that. I don't even think I had any claims after that period anyway, um, but I was still an employee until, um, [PII] and I don't see why that would have changed, but I might have to go back to the human resource department to figure that one out rather than.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Have you worry about that. Sorry.
[AGENT][NEUTRAL] Yeah, because we get our information from the employer, so, OK, so.
[CUSTOMER][NEUTRAL] Sure, I understand.
[AGENT][NEUTRAL] Let me see. Now, are you referring to the wellness, the screening benefit under this policy, or do you have a positive diagnosis of cancer?
[CUSTOMER][POSITIVE] Oh no, I was, yes, I have, I've been through chemo and um double mastectomy. I have a positive diagnosis of cancer. Yes, I do.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK. OK. Uh, when were you diagnosed, uh, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so I don't show any claims on file for you so what I'm gonna do.
[CUSTOMER][NEUTRAL] So it's
[CUSTOMER][NEGATIVE] Right, I never, I never did, I never did do any of that at that time. No, never.
[AGENT][NEUTRAL] Send anything? OK. I'm going to send you a cancer claim form. It's an APL cancer claim form that we need for you to complete just captures your, your, your uh demographics and.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, on the first page of this claim form.
[AGENT][NEUTRAL] Um, it's gonna tell you what documents, uh, that we require.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, very, very specific.
[CUSTOMER][NEUTRAL] I I'm sure you, you require the official, the official diagnosis, right, is the first probably thing for the biopsy yeah.
[AGENT][NEUTRAL] The pathology report, first diagnosing. Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, OK.
[AGENT][NEUTRAL] And then, um, itemized bills if you had your radiation or chemotherapy, you know, the surgeon's bills, any hospital bills you may have, um,
[AGENT][NEUTRAL] Submit those documents as well, but this, this information is outlined on page one very detailed and very specific um as to how to complete the form and then also what documents are required depending on the type of service you had.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So like if you had chemo or radiation therapy, it'll tell you what documents are required.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that's good that's helpful, yeah, that's helpful.
[AGENT][NEUTRAL] OK, and yes, and then you would just send those documents in along with the claim form that I'm gonna email you?
[CUSTOMER][NEUTRAL] OK, so is it better to send it in because that's a lot of uploading. I have a lot of documents I'm sure. Would it be better to send you?
[AGENT][NEUTRAL] Yeah, you don't
[AGENT][NEUTRAL] Uh, via mail, you mean?
[CUSTOMER][POSITIVE] Yeah, yeah, regular mail. What's the best one.
[AGENT][NEUTRAL] It's, it's up to you. Yeah, you could send it, you could send it regular mail if you'd like.
[CUSTOMER][NEUTRAL] And do they will is it best to send it certified so that I get a receipt that you at least received it?
[AGENT][NEUTRAL] Now that's strictly up to you.
[CUSTOMER][NEUTRAL] OK. So then do you scan it into your computer system when you receive it?
[AGENT][NEUTRAL] Uh, uh-huh. Once we receive it, you'll get a letter acknowledging receipt of it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Just letting you know that we received documentation.
[AGENT][NEUTRAL] So that's kind of a confirmation that we received it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it's a different.
[CUSTOMER][NEUTRAL] Um, form needed for each.
[CUSTOMER][NEUTRAL] Like calendar school year that I mean I was diagnosed, let me think about that [PII], it's really just one year I guess the [PII] school year, which also ran through the summer because I had my I had my surgery in the summer. So, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me ask you because I also had healthcare benefits with Blue Cross Blue Shield Shield TRS, and if I'm not asking asking these questions correctly, it's because it's just overwhelming to understand health insurance, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, you are. You are.
[CUSTOMER][NEUTRAL] So, um, once like I know once I reached my deductible or whatever they considered I stopped seeing bills. They never sent them to me so I don't have to worry about that stuff per se. It's just something I have a bill for if I submit. I'm not sure I understand.
[AGENT][NEUTRAL] Yeah, so on the claim form on that first page, if we require the explanation of benefits, and we will because it's on here, uh, so like if you have, if you were hospitalized, you had any surgery, chemo radiation, um, there's gonna be an anesthesiologist charge, and we do require the claim form that I'm gonna send you.
[AGENT][NEUTRAL] The itemized bills. So you would probably have one from the surgeon's office and another one from the hospital, the anesthesiologist. We'll need an itemized bill from each of those locations.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, um, in, in retrospect, I'm trying to figure out everything cause when Blue Cross Blue Shield sends everything, it's almost like on one big, depending upon what month it was that I was going through my treatment, they kind of categorize it under one, like one explanation of benefits for this doctor, this doctor was just kind of like the dates that I went and the dates that I had the chemo and all that. So if in fact, um,
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The Blue Cross Blue Shield where I met my deductible and um there was no, do, do I get
[CUSTOMER][NEUTRAL] A claim amount awarded from the actual service that I received or the bill that was billed I don't know how this claim process works. Do you understand my question?
[AGENT][NEUTRAL] Yeah, so the reason that we I do, um, and of course we'll pay whatever your benefit is we'll try to pay, um, adhere to the policy as far as what your benefit is, but the explanation of benefits, uh, from your other carrier carrier we needed to show the amounts that were that they allowed.
[AGENT][NEUTRAL] And the amount that they paid for each service, each date of service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK. And so what, what does the benefit like what does American public life pay them the difference or what, I don't, I'm, I'm not, I, I don't know.
[AGENT][NEUTRAL] Yeah, so, so as far as your policy benefit, let me pull up your policy again.
[AGENT][NEUTRAL] Like for your chemo radiation.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Which I never did radiation, I did 16 rounds of chemo.
[AGENT][NEUTRAL] OK, yeah, it's all under one benefit, so.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] One moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] So there is a first occurrence benefit rider under this policy which is $2500 so it's a maximum of 1 time per lifetime.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And then you could submit any chemo or chemo services that you had done, um, any surgeries, the biopsy, um, and of course, we'll need the pathology report from the oncologist first diagnosing the cancer. You have uh a hospital um admission benefit, um.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] What is that? What is that?
[AGENT][NEUTRAL] If you were in the hospital.
[AGENT][NEUTRAL] Because I'm sure you have, right. So there's a hospital consignment benefit. It pays $100 a day.
[CUSTOMER][NEUTRAL] I was for 3 days.
[AGENT][NEUTRAL] Each day you're confined.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, there's.
[CUSTOMER][NEUTRAL] Can find does that mean overnight because I did have a hospital, uh, it's an overnight. OK, that's fine.
[AGENT][NEUTRAL] It does.
[AGENT][NEUTRAL] It does.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] That it does. Um, there is an attending physician benefit, of course, they come in and check on you, that's considered an attending physician. There's a benefit for that. um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] So can I just circle back around real quick? I don't understand what the what the $2500 thing was that you said at first.
[AGENT][NEUTRAL] Uh, there's a surgical.
[AGENT][NEUTRAL] I'm sorry?
[AGENT][POSITIVE] Oh, so the first, the first time in any calendar, the first time that you're diagnosed with a cancer, you, the, this policy has a, a lump sum benefit.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And, and that's available uh one time in a lifetime, so you only receive it once. So if you were to just, yeah, and it's 2500.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] So meaning like if I would have, you know, I'm too overwhelmed, single mom of four and I'm like trying to work. Oh my goodness. If I would have like, if I would have done that from the start right away, they would have just lump sum me 2500 with just the ignitical diagnosis and then I could use that for however I needed to use that, right? Is that what that is? OK, that's good, but I I still out um.
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] I know.
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] Correct, correct.
[AGENT][NEUTRAL] Correct. And you can send, no, actually, if you, you know, if you have that pathology report first diagnosing the cancer.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Send that in and then a copy of the claim form.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, they can treat that separately. It doesn't have to be.
[AGENT][NEUTRAL] To pay out that benefit and then.
[AGENT][NEUTRAL] Yeah, and then with any other bills that you wanna send us, you may wanna make, well it's gonna come PDF so you could always use that if you have additional charges like your your surgery bills and stuff like that that you want to send in or you could send it all together it's up to you however you choose to do that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it wouldn't matter. Does, is it the same claim number each time or is it using the form just adding like, OK, I wanna do this first so maybe I'll get that one out of the way first for the 2500 and then put that in with the diagnosis and then each time I send in a claim I'm gonna make sure I send a copy of that initial initial diagnosis anyway. It's probably really a good idea, yeah, just so that it's a quick a quicker reference if it's not done altogether, OK, OK, so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, yes. And then you would put your policy number, that 2411885.
[CUSTOMER][NEUTRAL] Can you give that to me again? No, you did not. 24.
[AGENT][NEUTRAL] I don't know if I gave you your
[AGENT][NEUTRAL] OK. OK. 2411.
[AGENT][NEUTRAL] 885. That's your policy number?
[CUSTOMER][NEUTRAL] OK, 241-188-5. OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And then um the things that you were, you were so nice to explain all this extra stuff. I mean, I do take the time to try to read through it.
[CUSTOMER][NEUTRAL] Where you're reading, OK, I have the $2500 rider and then I have this for an overnight stay at the hospital. Is that gonna be itemized in any online things that I can research so you don't have to go through all of that for me?
[AGENT][NEUTRAL] So, um, your policy er certificate is on the online service center.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and you can download a copy of that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And your
[CUSTOMER][NEUTRAL] Just so that I make sure that I'm covering everything that I need.
[AGENT][NEUTRAL] Oh yeah. There's quite a few benefits under here. Um, there's a transportation benefit. So if the location where you had your therapy is greater than 50 miles from your place of residence, there's a benefit for transportation. That there's, there's several items listed. Um, if you had any, there's also a cancer screening benefit. Um, you get that one time a year. So like if you had a mammogram or just an annual well woman checkup.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And you could submit one for each year that you had your policy, so if you had a wellness exam in 23 and then 1 in 24.
[CUSTOMER][NEUTRAL] Keep it.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] You could submit I'm gonna send you the wellness claim form as well for that.
[CUSTOMER][NEUTRAL] Well let me ask you about that. So the wellness claim form, um, because I think was probably the Blue Cross Blue Shield. I don't, I don't think I paid for my mammogram. I'm not sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It doesn't matter.
[CUSTOMER][NEUTRAL] I'm not sure, you know what,
[AGENT][NEUTRAL] It doesn't matter on the, as long as you have the mammogram.
[CUSTOMER][NEUTRAL] It doesn't matter if I played or not. It still awards you the amount.
[CUSTOMER][NEUTRAL] And so they give you an additional um amount for that?
[AGENT][NEUTRAL] It's a, it's a it's $50 benefit under this policy one time a year.
[CUSTOMER][POSITIVE] Hey, that's fine. That's great. That helps.
[AGENT][NEUTRAL] And so the the wellness claim form that I'm gonna send basically uh we do not require any documentation for the wellness uh you'll just select the type test that you did.
[AGENT][NEUTRAL] And then to the right of it it's gonna ask you the date that you had it done and then of course the top is your information, your name, your address you'll complete all of that and then it'll have a list of test.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Now with that wellness claim, is that specifically just for a mammogram or is that also for uh a Pap smear?
[AGENT][NEUTRAL] Right. So the covert test, that's listed on the, that's on the list as a covered um screening test, as well as an X-ray.
[AGENT][NEUTRAL] Um, let me get to that list.
[AGENT][NEUTRAL] So a mammogram, a breast ultrasound, or a breast thermography, uh breast cancer blood test, a colon cancer blood test, a colono[PII], um,
[AGENT][NEUTRAL] A Pap smears listed here, a chest X-ray.
[AGENT][NEUTRAL] Uh, then, uh, thin prep pap test.
[AGENT][NEUTRAL] Um, yeah, you know, a seat 12.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] cause initially, yeah, I started with my pap and that's how my OBGYN doctor, you know, I showed him my lump. He thought it was just a um a cyst. And then when I actually went on to do the mammogram, they did, you know, find out that it was cancer. So two different tests. Yeah, but that's OK. I can, I can submit a claim, one with claim form for both of them because I did do both of them in [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Well you can submit only one test per calendar year.
[CUSTOMER][NEUTRAL] Oh, so it's one of those for per calendar year. OK, not for each type of test. OK, no problem, no problem.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, and that information is all gonna be on that online service center and how do I get to that online service center? What do I, where do I find that?
[AGENT][NEUTRAL] So the website address, um, let me know when you're ready.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] I am ready.
[AGENT][NEUTRAL] It's secured SEC.
[CUSTOMER][NEGATIVE] Oh, I'm sorry, I lost you already.
[AGENT][NEUTRAL] It's SEC.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] U R E D
[CUSTOMER][NEUTRAL] [PII] secured? OK.
[AGENT][NEUTRAL] Uh-huh. [PII].
[AGENT][NEUTRAL] AM Public.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And when you
[CUSTOMER][NEUTRAL] So just secured. AMP, is that all capital?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It can be lower case. It's not case sensitive.
[CUSTOMER][NEUTRAL] OK, [PII], OK.
[AGENT][NEUTRAL] So [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then when you get to the site, uh, you're gonna click on there's two tabs there's a login tab and then there's a new user tab, click on the new user tab.
[AGENT][NEUTRAL] And the questions that I ask you for you you'll need to enter your date of birth, your zip code has to match what's our system, the email address has to match, which I've updated your email address, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's gonna ask for your social security number. It's gonna say member ID number or Social Security number, you would enter your social security number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then once you complete that information if it matches what we have then the next screen will be for you to create a username and password and you wanna write that down and keep it in safe in a safe place and then um you click next and then you're into the site.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then for your policy, it's gonna be on the claims dashboard.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you'll see your policy number should be um it's it's a hyperlink so it should be a blue color with a line under it you can click it and it populates the policy.
[AGENT][NEUTRAL] For you to download it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it'll be once my login verifies through the secured. [PII] uh link, then I'm gonna be able to see my own personal dashboard is what you're saying, right?
[AGENT][NEUTRAL] That is, that is correct and whenever we process the claim you'll be able to see your claims, what's paid, and all of that, your explanation of benefits as well.
[CUSTOMER][POSITIVE] OK. All right, that'll help.
[CUSTOMER][POSITIVE] I think I'm good. You've explained pretty much a lot of stuff, and I'm so glad. So I might have called one time. I might have called one time in the past. I don't know. I'll see if I have a password and around, but if I try to log in and said you're not in the system, then I'll go to new user tab and and just set it up from there.
[AGENT][POSITIVE] Oh, you're welcome.
[AGENT][NEUTRAL] Let me see, let me check that for you real quick.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me see. Yeah, I could see if you have one set up.
[AGENT][NEUTRAL] You do. You have one set up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I can give you your username, but of course your your password is personal so if you need to reset your password, OK, so it's it's [PII]
[CUSTOMER][NEUTRAL] Do
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] And then lowercase hatch, your last name, [PII].
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK, that's my username, right? OK, yeah, and now if I can't, if I can't remember the password or can't find it, I'll just reset it from there, but at least I don't have to go through, um, new user tab then.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Exactly, exactly.
[CUSTOMER][NEUTRAL] Yeah, that'll work. OK, so alright, time limit on all this. I know that I'm.
[AGENT][NEGATIVE] No timely filing limit.
[CUSTOMER][POSITIVE] That's wonderful because it's been tough. OK, that'll work. And then, um, so if I find that after I think I have everything together and send it in and then I realized, oh no, I forgot this. I can still continue to file as long as it's not a duplicate file, right?
[AGENT][NEUTRAL] That is well, even if it's a duplicate, you could send it and then we'll process it if it's a duplicate, we'll let you know it's a duplicate and when you send information in if it's something additional that's needed, we'll send you uh correspondence in the mail and let you know what what's missing and what we need.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that'll work. So American Public Life, um, is the address online or do you have an address where I would send the claim to?
[AGENT][NEUTRAL] And email address?
[CUSTOMER][NEUTRAL] Well, if I mail it to you.
[AGENT][NEUTRAL] Oh, mailing address, yes. Um, it's, uh, [PII].
[AGENT][NEUTRAL] 248
[AGENT][NEUTRAL] 950.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So the zip on that again I'm sorry, it was [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] So [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Is that where you're at?
[AGENT][NEUTRAL] I am.
[CUSTOMER][POSITIVE] Oh wow. Are you warm this week? We're warm in [PII].
[AGENT][POSITIVE] It it is, it is, yeah, it is nice.
[CUSTOMER][POSITIVE] Yeah, yes, yes, nice here too. OK, so thank you so much for all your help. I forgot your name. I apologize.
[AGENT][NEUTRAL] It's, that's OK. It's [PII] and you're welcome, [PII]
[CUSTOMER][POSITIVE] OK, [PII]. All right, I guess I got a lot of work to do, but I appreciate all your help. I'm glad because I was starting to panic thinking when you don't have access to where you used to work to try to find numbers that might have, you know, you had in the system or emails, you get overwhelmed. All of a sudden you feel like you have to try to catch up and it's hard, but I'm glad that at least I started something with you in the past that you have a record of me, which is helpful, so.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right. Yes.
[CUSTOMER][POSITIVE] But yeah, that helps. Alright, thank you so much, [PII]. I I think if I forgot to ask you something, I'm gonna try not to worry about it. If I think about it, I'll just call you all back.
[AGENT][POSITIVE] And that's perfectly fine.
[CUSTOMER][NEUTRAL] OK, and then um hopefully I'll just navigate well through your online system.
[AGENT][POSITIVE] And if not, call us back and we can walk you through it.
[CUSTOMER][NEUTRAL] That's the first.
[CUSTOMER][NEUTRAL] Oh, you can?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, I'm on a tablet, which is not my, not my favorite, but whatever. OK. Oh no, I'm not actually at [PII].
[CUSTOMER][NEUTRAL] But I just did this online and I don't even know if this is, it says APL and the A looks like it's got a blue and a green on top in the A. Am I in the right website?
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Maybe not, huh.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] I can just go back to the um WW site where you told me to go. Let me see.
[AGENT][NEUTRAL] It should say online service center welcome.
[CUSTOMER][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Let's do this. What you try to log in and see how far you get. If you have problems, call back and ask for me directly.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right [PII], I'll do that. That's a great idea.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, because I'm gonna log into my regular computer rather than use a tablet. So alright, [PII], what's your, what's your extension? What's your extension?
[AGENT][POSITIVE] OK, that'll be good.
[AGENT][NEUTRAL] It's with the calls that come through a queue, so just ask for [PII].
[CUSTOMER][POSITIVE] OK, I'll do that, [PII]. Thank you again. Appreciate it.
[AGENT][POSITIVE] You're welcome, [PII]. Thank you for calling [PII]. Have a good day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you. Thank you. You as well. Bye bye.
[AGENT][NEUTRAL] All righty. Bye-bye.