AccountId: 011433970860
ContactId: f145d52a-2279-4281-9133-4accd6124b5b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1218650 ms
Total Talk Time (AGENT): 315070 ms
Total Talk Time (CUSTOMER): 579798 ms
Interruptions: 6
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/f145d52a-2279-4281-9133-4accd6124b5b_20250609T14:53_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I'm calling about how I would go about making a claim.
[AGENT][NEUTRAL] Mm, OK. Um, sure, I can assist you with um instructions. And may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, my name is [PII].
[CUSTOMER][NEUTRAL] And the number is [PII].
[CUSTOMER][NEUTRAL] 457.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] May I have the policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Uh, the policy number is 2456796.
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, for security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] OK, it's uh [PII] and uh what would you say that the address is uh [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK what's the email address on file?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Mm perfect. Thank you. All right, Ms. [PII], so you have a secondary supplemental plan. So with this one, you can send it by mail, by fax, or you, if you create an account on the website, you can go ahead and upload it to your account. So those are the three options you have.
[CUSTOMER][NEUTRAL] OK, how would I, how do I create an account?
[AGENT][NEUTRAL] OK. So you will go to [PII].
[AGENT][NEUTRAL] Again, that's AM.
[CUSTOMER][NEUTRAL] AM.
[AGENT][NEUTRAL] Yes, like in the morning in public.
[CUSTOMER][NEUTRAL] Alright, let me see if I could do this while I have you because I always seem to have problems getting these websites.
[AGENT][NEUTRAL] Mhm. Sure. Yes, yes.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Yes, OK.
[CUSTOMER][NEUTRAL] OK, uh.
[CUSTOMER][NEUTRAL] AM [PII] you said?
[AGENT][NEUTRAL] Mhm, yes, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK this is saying.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Paycheck, mm I don't what what's it gonna be under?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] American Public Life, OK, claims and forms, is that what I go under? Claims and forms.
[AGENT][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] A you're gonna
[AGENT][NEUTRAL] You're gonna go into the sign in, so you have to sign in button on your right side.
[CUSTOMER][NEUTRAL] OK, so, but I don't, I, I don't know how to sign in. I'm not registered yet.
[AGENT][NEUTRAL] Yes. Yeah, it's OK. Just go ahead and click on sign in and it's gonna take you to the page where you need to register.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Um, it's not giving me a sign on.
[CUSTOMER][NEUTRAL] Giving me about solutions products, brokers contact claim forms, not giving me a sign on.
[AGENT][NEUTRAL] OK. You should have claim forms, claim status, sign in.
[CUSTOMER][NEUTRAL] All it's saying is claim forms.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We alright let's OK, claim forms.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK, so we could.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mail it or so I don't have to don't don't I have to sign in somewhere not asking me to sign in.
[AGENT][NEUTRAL] OK. Yeah.
[AGENT][NEUTRAL] OK. Bear with me. um, OK. Do you see in front of you a woman hugging a child?
[CUSTOMER][NEGATIVE] No, I got a man stuck standing next to a boy.
[AGENT][NEUTRAL] OK, so you click on claims and forms. OK, I need you to, OK, uh oh, OK, so don't, um, you're gonna go in and where it says claim do you see claim status?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh sign and register I found it OK.
[AGENT][NEUTRAL] Yes, OK.
[CUSTOMER][NEGATIVE] Alright, I just wanna make sure we do this on the phone together because they never seem to work and then I got a call back 800 times. Alright, so now I gotta register, create your account.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] It's OK. Yeah.
[AGENT][POSITIVE] It's OK, don't worry.
[AGENT][NEUTRAL] Yes, create your OSC account. Yes. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Group insured agency one of my.
[AGENT][NEUTRAL] Insured.
[AGENT][NEUTRAL] You're the insured.
[CUSTOMER][NEUTRAL] Oh, if there is, oh right, there it is OK insured.
[CUSTOMER][NEUTRAL] OK, next.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, because I'm no longer working for the company, so that's why I also wanna.
[CUSTOMER][NEUTRAL] But all these bills are from before I left the company, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEGATIVE] OK, date of birth, uh, I hate when they do this.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, wrong date got the wrong date in there.
[CUSTOMER][NEUTRAL] 12. OK.
[CUSTOMER][NEUTRAL] OK, next.
[CUSTOMER][NEGATIVE] Error. It's telling me there's an error.
[AGENT][NEUTRAL] OK, so you put the last name and you put your social, the zip.
[CUSTOMER][NEUTRAL] Hm, OK.
[CUSTOMER][NEUTRAL] OK, oh, I put in the first name too. That's why. OK, so just the last name [PII]. Just wanna make sure everything's correct.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I had my first name in there that's why, OK, uh, complete your account.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Send the verification code.
[CUSTOMER][NEUTRAL] OK uh here we go again mm.
[CUSTOMER][NEGATIVE] Um, this is gonna be a pain.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] OK, hopefully that works.
[CUSTOMER][NEGATIVE] Alright, uh, unfortunately see this is what I don't like I gotta go all the way out and I could lose the whole thing.
[CUSTOMER][NEUTRAL] To get
[CUSTOMER][NEUTRAL] A number
[CUSTOMER][NEGATIVE] That's not coming through.
[CUSTOMER][NEGATIVE] OK, and it's not sending me a code.
[CUSTOMER][NEGATIVE] Oh shoot
[AGENT][NEUTRAL] Um, go to yours just in case it's not in the spam.
[CUSTOMER][NEUTRAL] OK, here it is. OK, I got it. I got it. All right. 851. Now I gotta hope that I find this thing cause I had to go out.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And did I lose it?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, verification new code no verify code. OK, so now I'm putting making creating a password and.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] Oh I hate when you can't see it.
[CUSTOMER][NEGATIVE] Shoot, I can't see it.
[CUSTOMER][NEUTRAL] OK confirm.
[CUSTOMER][NEUTRAL] And display name, does it matter what name I'm putting in or?
[AGENT][NEUTRAL] And then you can put your whole name there and then you just put your first and last name on the next two.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, continue, please wait while we process your info.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] A required field is missing. It might be it right there, OK.
[CUSTOMER][NEUTRAL] OK, go to dashboard.
[CUSTOMER][NEUTRAL] And then it's saying now it's saying to log in.
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] So I guess I would log in OK.
[CUSTOMER][NEUTRAL] Oh, I gotta do another code again.
[AGENT][NEUTRAL] Yeah, it's, it's, that's gonna be the last code because it's just the first time you're getting in. Mhm.
[CUSTOMER][NEGATIVE] I hate when they do this.
[CUSTOMER][NEUTRAL] OK, and alright.
[CUSTOMER][NEUTRAL] OK, so now.
[CUSTOMER][NEUTRAL] OK, I don't know where it is now.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK, I'm not getting a code now.
[AGENT][NEUTRAL] It may take a little bit like the first one.
[CUSTOMER][NEUTRAL] OK, that might be it right.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh shoot.
[CUSTOMER][NEUTRAL] Where to go.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, what happened?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, it's just processing the info.
[CUSTOMER][NEUTRAL] OK, so now.
[CUSTOMER][NEUTRAL] OK, so now it says start your claim. I don't have all the information I just wanna make sure that I could get in and do this now.
[CUSTOMER][NEUTRAL] It's asking enter 10 digit phone number.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And then.
[CUSTOMER][NEUTRAL] Wow, a lot of verification codes.
[AGENT][NEUTRAL] Yeah, that one is if you want to get notified when your claim is received or processed.
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, please select a claim type. So what would it be a traditional claim? It's only giving me, no, that's not what I want. That's injury and illness that's what I would collect, OK.
[AGENT][NEUTRAL] Mhm. Yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, it's gonna, that's a traditional claim. That's, that's just a generic. So that is gonna be your traditional claim.
[CUSTOMER][NEUTRAL] OK, and then next step.
[CUSTOMER][NEUTRAL] OK, select claimant and that would be me.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Now I have up to $2400 on this.
[AGENT][NEUTRAL] Uh, let me see what you have.
[CUSTOMER][NEUTRAL] I just wanna check.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what type of service was render, Miss [PII]?
[CUSTOMER][NEUTRAL] Excuse me?
[AGENT][NEUTRAL] Uh, what type of service, so I know exactly what benefits I need to give you.
[CUSTOMER][NEUTRAL] It, I went in for surgery and it was an outpatient surgery though.
[AGENT][NEUTRAL] Surgeries.
[AGENT][NEUTRAL] Got you. OK, so, and this is
[CUSTOMER][NEUTRAL] So I have to pay the anesthesiologist bill and I think the hospital bill is gonna come out to about 4000 they told me after the insurance.
[AGENT][NEUTRAL] OK. All right, so yes, let me go ahead and.
[CUSTOMER][NEUTRAL] Now,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This is saying collect claiming what do I put in there?
[AGENT][NEUTRAL] You are the claimant.
[CUSTOMER][NEUTRAL] I put my name in and it says contact whoever says please provide claimant name.
[AGENT][NEUTRAL] OK. Are you
[CUSTOMER][NEUTRAL] So would I just put [PII] in would I put [PII] and it's telling me.
[CUSTOMER][NEGATIVE] That's not right, that's something.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Put [PII]? OK, let me try that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, it's still saying please provide the claimant name.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, it should be giving you a drop down box. You don't see a drop down box where you can choose your name for the claimant.
[CUSTOMER][NEUTRAL] Mm nope.
[CUSTOMER][NEUTRAL] Let me go back one step, OK? All right, this is saying next step.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] It won't give me anything, it's just.
[CUSTOMER][NEUTRAL] It's saying select well it's doing yeah well let's see if that works. Oh, maybe because I put in put a dot after the F that's why alright, it did have a thing that it dropped down. OK, so now select policy type that would be the only thing that's here 2456.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so I would like that.
[CUSTOMER][NEUTRAL] And then click here in browser I guess that's the upload files OK so now this is what I would need to know what do you need? OK, because the the insurance company, I think one of the things she asked me for was to get what what the insurance company paid from the insurance company, but they don't like sending anything.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] So and I gotta find out I don't even remember what my policy number was for that one and it's very hard to get through them so just tell me exactly what I need to upload and then how this works.
[AGENT][NEUTRAL] OK. So, um, you're gonna need basically 3 documents.
[AGENT][NEUTRAL] Mm, OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So the first claim, um, the first document is the claim form. The claim form you can find it in the website where it says claims and forms. You just click on that and get the claim form. Um, on the claim form, the
[CUSTOMER][NEUTRAL] OK, so I gotta do that. I should do that first before all this other stuff.
[AGENT][POSITIVE] Yes, correct. Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So, um, when you go into and you click on traditional claim, you're gonna see everything that it's gonna ask you for, but it's still, um, go ahead and send in the claim form and the first page of the claim form you're gonna see instructions, uh, and that's gonna be two documents that we're gonna need with the claim form. The first one is an itemized bill with diagnosis codes. Again, that's an itemized bill.
[CUSTOMER][NEUTRAL] OK, what, what is that called? What is that called?
[AGENT][NEUTRAL] I itemized bill with diagnosis. Mhm, yes, mhm.
[CUSTOMER][NEUTRAL] Itemized
[CUSTOMER][NEUTRAL] Wait, wait, wait, I, I shoot.
[CUSTOMER][NEUTRAL] Itemize what? pills?
[AGENT][NEUTRAL] Bill, Bill.
[CUSTOMER][NEUTRAL] Is it
[CUSTOMER][NEUTRAL] You with
[CUSTOMER][NEUTRAL] With what code?
[AGENT][NEUTRAL] Diagnosis code.
[CUSTOMER][NEUTRAL] Diagnosis.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and then what is the second thing I need?
[AGENT][NEUTRAL] OK. The 2nd document you're gonna need is the copy of the explanation of benefits from the primary insurance.
[CUSTOMER][NEUTRAL] Copy of benefits.
[AGENT][NEUTRAL] Explanation of benefits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] From the primary insured and it's gonna be the page that shows you how much they pay and how much they apply towards the deductible co-payment and co-insurance.
[CUSTOMER][NEUTRAL] OK, now if I have a bill and on the bill it shows me.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] What the insurance covered and what didn't, is that considered or it has to be directly from the insurance company?
[AGENT][NEUTRAL] It has to be from the insurance company.
[CUSTOMER][NEGATIVE] Because like right now, OK, yeah, because I have a bill and they showed me what the insurance company covered and what didn't cover, OK, so that I would have to get that that's gonna be such a pain right so then when that claim goes through um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] They would mail me a check.
[AGENT][NEUTRAL] Correct, there will be a reimbursement. Um, if you want to set up direct deposit, it's gonna ask you when you get ready to um upload your claim, it's gonna ask you if you want direct deposit. If you want direct deposit, you just go ahead and fill out the direct deposit. Mhm, yes, if mhm.
[CUSTOMER][NEUTRAL] How would that work?
[CUSTOMER][POSITIVE] OK yeah that's good oh beautiful.
[CUSTOMER][NEUTRAL] OK, now what is the amount total that they're gonna pay you guys are gonna pay out? I was told it was 2400. I don't know if that's correct, but.
[AGENT][NEUTRAL] OK. Well, your benefit amount in.
[CUSTOMER][NEUTRAL] It was 2400 a year.
[AGENT][NEUTRAL] Again, yes, your benefit amount is $2400 after the $100 deductible. So that is your benefit amount, $2400 per year. And this is not a guarantee of payment, just a verification of coverage. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alright, alright, I guess that's all I need to know for now thank you very very much.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] You're welcome, Miss [PII], and thank you for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] OK thank you bye.
[AGENT][POSITIVE] You're welcome. Bye bye.