AccountId: 011433970860
ContactId: f0ae448e-c0e2-4a16-a7f9-ada4e4b82ba4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 578140 ms
Total Talk Time (AGENT): 257390 ms
Total Talk Time (CUSTOMER): 223610 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/f0ae448e-c0e2-4a16-a7f9-ada4e4b82ba4_20250124T16:49_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] Yeah, my name is [PII]
[CUSTOMER][NEUTRAL] Hi [PII], I have a question about my benefits. I don't know my policy number and I was trying to file a claim, and I need to know what are the steps in doing that.
[AGENT][NEUTRAL] OK, um, well,
[AGENT][NEUTRAL] So first, I will find your policy. So, may I have your name and a good contact number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. Phone number is [PII].
[AGENT][NEUTRAL] Thank you for that, and Ms. [PII], I can look your policy up with your social if you like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Are you ready?
[AGENT][POSITIVE] Yes, ma'am, I'm ready.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for the policies to pop up here. And is this for like your medical policy or what type of um policy is it for?
[CUSTOMER][NEUTRAL] I have a cancel policy and I yeah and I was trying to do the wellness claim. I don't know what else I have with you guys. I don't know if I received the policy, um, I don't know. I don't remem I don't remember seeing it, so yeah.
[AGENT][NEUTRAL] Cancer? OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, I'll look into everything for you. I have the cancer policy here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] OK, my date of birth is [PII], um.
[CUSTOMER][NEUTRAL] um mailing address is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So your policy number, let me know when you're ready.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] Alright, it's 254.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 0556.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And so to file the wellness claim, um, you'll just need the cancer claim form, uh, well, actually.
[AGENT][NEUTRAL] Um, I'll send you, I can send you a copy of the claim form. It's going to be the, um, miscellaneous so that it has all of the testing there that you can select from, um, but I can send you the claim form if you'd like, or it is available on our website.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah, I'm looking at a wellness claim form now is that the one that I need to do?
[AGENT][NEUTRAL] Hold on one moment. Let me, I clicked on the wrong thing. Hold on one second.
[AGENT][NEUTRAL] Um, claims and forms and then I'm just trying to get to the claim form, sorry about that. Wellness and screening benefit claim form, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, because that's what it has on a wellness form, uh, that's what was on our website at my job. So when I click on.
[AGENT][NEUTRAL] OK. So, yes, ma'am.
[CUSTOMER][NEUTRAL] So how would I send that to you guys? Do I fax it or?
[AGENT][NEUTRAL] So you have 3 options. You can fax it to us, you can mail it to us, or you can send it electronically on the online service center, which is like our online portal. Um, have you used the online service center before?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] No, ma'am, I have that.
[AGENT][NEUTRAL] OK, um, well, are you on the computer now?
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] OK, um, if you like, you can go to um [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Give me that
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][POSITIVE] OK, [PII].
[CUSTOMER][NEGATIVE] OK, hold on, let me go there now. I got so messed stuff up.
[AGENT][POSITIVE] Mhm. Take your time. You're fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I see a thing that says sign in.
[AGENT][NEUTRAL] Right, so you'll click on sign in and then that takes you to the online service center and let me see, um, you'll go ahead and click new user and I'm an individual and we can walk through it together if you like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, got you, and I'm going to the next so it's asking for my last name.
[AGENT][NEUTRAL] And they will ask you for like your social or the member ID make sure you put the full social there.
[CUSTOMER][NEUTRAL] Uh oh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Wait, hold on, before you do that.
[AGENT][NEUTRAL] I looked on our side to see if you had an account and you do. So um if you want to refresh that page instead of new user, we're gonna click on log in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] So that's gonna log in OK.
[AGENT][NEUTRAL] For the username, um, it's
[CUSTOMER][NEUTRAL] User name.
[AGENT][NEUTRAL] [PII], oh, your first name and your middle initial.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then if you don't remember the
[CUSTOMER][NEUTRAL] Oh Lord, I don't know what.
[AGENT][NEUTRAL] The password?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Hold on, just this is not acting like [PII], yeah, I don't remember the password so I could do reset.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So is it gonna email me at my job or is it gonna give me one? Hold on, let's see.
[AGENT][NEUTRAL] It'll probably do the job because that's the email that's on here that [PII] what is [PII] ISD.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Oh no, that's old. I don't work for Irving anymore. I work for [PII].
[AGENT][NEUTRAL] So let me see.
[CUSTOMER][NEUTRAL] So I was, yeah, I work for a new employer, but I've always had this insurance since then.
[AGENT][NEUTRAL] See what the user
[CUSTOMER][NEUTRAL] Because I'm a teacher.
[AGENT][NEUTRAL] With the username, see if it will let you go through, because that may just have been what you used to sign up because the [PII] is what we have on file.
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] OK, it's asking me, yeah, it's, yeah, it's asking me, yeah, it's asking me for my, um, my phone number, so I'm gonna tell him to send the code to my phone number.
[AGENT][NEUTRAL] OK, and I'm getting and I'm updating the email um on here as well to what's on file.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, 423.
[CUSTOMER][NEUTRAL] 423 3 uh uh 304.
[CUSTOMER][NEUTRAL] 823304, yeah, I work, uh, I'm even though I'm a school teacher wherever I go, it'll, um, it'll transfer the benefits. So I've always had these benefits. I just don't never claim nothing.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so I just updated the email, so it now shows as the [PII] email address.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, OK, so let me see this, uh.
[CUSTOMER][NEUTRAL] Hold on, let me see if this works.
[CUSTOMER][NEUTRAL] OK, so it, it let me reset.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So once I go in, all I have to do is put my policy number in there and OK, because I have the form up but I had not signed it.
[CUSTOMER][NEUTRAL] So, um, I didn't because I didn't have the policy number and so can I sign electronically or does it have to be a physical signature?
[AGENT][NEUTRAL] No, you can sign it electronically. It doesn't have to be like your physical handwritten. You can, you can do it electronically and upload it.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So basically once you um log into everything and you're on your, you see your dashboard there, you're looking for it's like a little pop-up, it'll say up sometimes it says upload documents and then sometimes it says file a claim.
[CUSTOMER][NEUTRAL] OK, I see the file claims online.
[AGENT][NEUTRAL] OK, there you go. So you'll just click that one and then follow the prompts and it'll take you to um filing the claim and then you'll see where you can upload everything and it'll submit it and you'll get a confirmation number. If you don't get a confirmation number, I will wait a few minutes and try it again, um, because once you get that confirmation number, that's how you know it did send through to us.
[CUSTOMER][POSITIVE] OK, OK, well thank you so much.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] That's it and have a wonderful day.
[AGENT][POSITIVE] Thank you, you also, and thanks for calling APL.
[CUSTOMER][NEUTRAL] Alright bye bye.
[AGENT][NEUTRAL] OK.