AccountId: 011433970860
ContactId: eb6d61ef-80a9-486f-b328-01b241ea5cad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 333339 ms
Total Talk Time (AGENT): 189858 ms
Total Talk Time (CUSTOMER): 109399 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/eb6d61ef-80a9-486f-b328-01b241ea5cad_20250410T14:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], uh, my name is [PII]. My husband has, uh, an account with you through his company, and I spoke to somebody a couple of months ago and him and I were both on the couch talking, so hopefully I can speak to you without him here. but um, he's been um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Having um oh my God, physical therapy for his rotator cup, so he's been paying out of the pocket and they said that um they need a diagnosis code and stuff so we got all that information. I made copies of all the receipts that he put out how do we file the claim?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So you can file the claim um online, they can be sent in the mail or they can be faxed. Have you guys ever logged in online to the service center?
[CUSTOMER][NEUTRAL] No, no, so he'll have to.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Yeah, so you just have to create like a username and password that's usually the easiest way to do it, um, or quickest aside from faxing it, but a lot of people don't fax anymore.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] Alright, now if I were to do it online.
[AGENT][NEUTRAL] Mhm. I can give you the web address and where to go and everything.
[CUSTOMER][NEUTRAL] Trying to figure
[CUSTOMER][NEUTRAL] Have a scan scan that in.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm not sure if my copier has that to be able to scan at home right, go ahead and give me the um online just.
[AGENT][NEUTRAL] OK, yeah, not a problem. So the web address, the web address is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You said [PII]? [PII]?
[AGENT][NEUTRAL] Yes, ma'am. It's [PII]. Uh-huh, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And when you get to the web page you're gonna see a link on the right hand side it's on the top upper right hand side of the page it's a link to sign in and when you click on that link it'll take you to a secure site and you're gonna click new user.
[AGENT][NEUTRAL] When you click new user, the first option is I'm an individual with an APL policy and so that's gonna apply to you all and then you're just gonna click next and it'll ask for last name, social, email, zip code and date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you don't even have to have the policy number you can just put in the social um and then create the um username and password and then once you get in there there's a big green button that says upload files under my claims can't miss it that's where you start the claim process and just upload all the documents um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If you want I can email you the claim form if that's easier for you because you do need a claim form or you can get it from the website.
[CUSTOMER][NEUTRAL] Yes, if you can.
[AGENT][POSITIVE] OK, yeah, absolutely.
[CUSTOMER][NEUTRAL] If no if you could email my email is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, do you know off the top of your head, um, [PII], if he's having, uh, does he have like a secondary plan with us? Is that what he has?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I think it is a secondary Penlan.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you need this group number?
[AGENT][NEUTRAL] If you have his policy number, I can double check and see. I just want to make sure I'm sending you the right form.
[CUSTOMER][NEUTRAL] I don't see individual it just is group number.
[CUSTOMER][POSITIVE] It's been effective [PII] and this is the first time we're using it. I guess he's been pretty healthy so that's a good thing. No hospital visits, yeah, it is a good thing.
[AGENT][NEUTRAL] That's
[AGENT][POSITIVE] That is good.
[AGENT][NEUTRAL] Um, what's the group number that you have?
[CUSTOMER][NEUTRAL] Um, the group number is 22925.
[AGENT][NEUTRAL] Let me try that. I can.
[AGENT][NEUTRAL] OK. And then what is his first and last name?
[CUSTOMER][NEUTRAL] He's [PII]
[AGENT][NEUTRAL] OK, yes, it is a secondary plan. OK.
[CUSTOMER][NEGATIVE] It is a second error, yeah.
[AGENT][POSITIVE] Yes, ma'am. I just wanted to make sure we're getting you the right documents.
[AGENT][NEUTRAL] Um, yeah, no problem. So, uh, the claim form when I send it to you, the first page is complete instructions. It'll tell you what documents are needed.
[CUSTOMER][POSITIVE] OK, thank you [PII].
[AGENT][NEUTRAL] The the mailing address is on there so if you decide that you just wanna put it in the US postal mail, you can do that and the fax number is on there as well, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right, so I'm sending that to you right now. Is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] No, that's it. No, thank you so much.
[AGENT][POSITIVE] You're welcome. Have a great day.
[CUSTOMER][POSITIVE] All right you too.
[AGENT][NEUTRAL] Bye bye.