AccountId: 011433970860
ContactId: f65029a1-a02f-4e42-9782-845dfb3ecea4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1532349 ms
Total Talk Time (AGENT): 512636 ms
Total Talk Time (CUSTOMER): 585012 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/f65029a1-a02f-4e42-9782-845dfb3ecea4_20250306T22:41_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEGATIVE] Yes, my name is [PII] and I'm on your portal trying to log in to file some claims, and this is the first time I've been on your portal and it seems like everything I'm putting in isn't coming up right.
[AGENT][NEUTRAL] OK, I can, I can help you with that. More than likely, uh, some information is not matching with our system. Um, Ms [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes, I'm at work. I'm at [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number?
[CUSTOMER][NEUTRAL] Um, I have a couple of them. Well, I thought I had a couple written down. Hold on a minute.
[AGENT][NEUTRAL] OK, and I just need one with if you find it.
[CUSTOMER][NEUTRAL] Um, hold on, I'm gonna have to go over to my one email with those policies. Can you hold a minute?
[AGENT][POSITIVE] Yeah, sure, yes. Take your time.
[CUSTOMER][NEUTRAL] Policy.
[CUSTOMER][NEUTRAL] Claims department.
[CUSTOMER][NEUTRAL] Oh, I have an accident policy if that helps you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's 221-6307.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, for security, may I have your date of birth, mailing address and email address?
[CUSTOMER][NEUTRAL] OK, um, date of birth is [PII]. Mailing address is [PII]. And what was your other one?
[CUSTOMER][NEUTRAL] What did I miss? Oh, email address.
[AGENT][NEUTRAL] OK, the email address.
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] It looks like we have your personal email. What's that personal email?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so that's the one you need to be using for the zip code, can you repeat that zip code just to make sure we got it correctly?
[CUSTOMER][NEUTRAL] The what?
[AGENT][NEUTRAL] The zip code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, so that's right.
[AGENT][NEUTRAL] And let's see. So everything else seems to be OK. Um, you wanna go ahead and try with that email to register and I'm gonna go to the website and check on that as well, OK?
[CUSTOMER][NEUTRAL] OK, because I know when our um representative was in, he put me under the [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, I'm not sure when it changed, but if you want me to change it, I can go ahead and change it again. Oh, and it looks like you're already registered.
[CUSTOMER][NEUTRAL] So that would be easier.
[AGENT][NEUTRAL] Um, so it's not gonna let you register again. Let me give you your information, OK?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] So I should just exit out of what I'm in.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yes, go ahead and exit out and go back to the beginning and where it says username and password. I can give you a username. Now the password, if you don't remember, you click on forgot password, OK? Um.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] So let me go ahead and give you your username whenever you're ready.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, I'm writing this down on my piece of paper.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, is it stayed at [PII]?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] It is it [PII]?
[AGENT][NEUTRAL] Uh-huh, yes.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. OK, and then the password, did I have [PII]?
[AGENT][NEUTRAL] Um, we don't have that information, so you have to click on forgot password if you don't remember.
[CUSTOMER][NEUTRAL] OK, OK, forgot.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Enter your
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] User name.
[CUSTOMER][NEUTRAL] Next.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Do you need me to change that email address on our system, or you want to keep the one, the personal one?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] At this time, can you just change it to the [PII] it has um.
[CUSTOMER][NEUTRAL] OK, it has a [PII] and then it has the [PII], but if you could change it to the [PII], I'd appreciate it.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And then it has my cell number here so they'll probably send me a link to my cell, correct?
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] Mhm. Correct, yes. Mhm.
[CUSTOMER][NEUTRAL] OK, so I'm gonna hit send.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Enter your verification code, so my verification code is.
[CUSTOMER][NEUTRAL] 462.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Summit
[CUSTOMER][NEUTRAL] OK then it's asking me for a new password so I can put a new password in right?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Mhm, great.
[CUSTOMER][NEUTRAL] Let me see how I did.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] And I'm just gonna go ahead and repeat the email just to make sure I got it right, and that is the [PII].
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK then I'm writing my password here.
[CUSTOMER][NEUTRAL] It's about
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] So now I can go in and use my user name.
[CUSTOMER][NEUTRAL] And my password.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And submit.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] I verify.
[CUSTOMER][NEUTRAL] Oops, there's another verification code, mm.
[CUSTOMER][NEUTRAL] Verification code is [PII].
[CUSTOMER][NEUTRAL] OK, alright then I have a question. Can you help me with questions I have?
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] OK, so I have, um, do I have an account so that I can file like doctor bills?
[AGENT][NEUTRAL] Mm, let me see.
[CUSTOMER][NEUTRAL] Because I see accident, critical illness and group hospital.
[AGENT][NEUTRAL] OK, yeah. The hospital indemnity usually has benefits for office visit. Let me go ahead and pull that one and see what benefits are there. And you can also view the same information I'm looking at by clicking the policy number, double clicking that policy number, OK? Um, let me see.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, and I'm waiting for uh information to upload, OK.
[AGENT][NEUTRAL] OK, so, and this is not a guarantee of payment, just a verification of coverage. Um, this one has a $50 office visit benefit up to 3 days per year.
[CUSTOMER][NEUTRAL] Oh, OK, $60 office visit all $50.
[AGENT][NEUTRAL] 50.
[AGENT][NEUTRAL] It's gonna be 50.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so if I wanted to like process um a doctor's visit.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Now can I ask you another question?
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh, I don't, is, can you see if I used to get checks or direct deposits into my checking account, but the lady yesterday said she didn't see no um thing in there for me to get direct deposits into my checking account.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] How do, how do I find that out?
[AGENT][NEUTRAL] OK, so no, I don't see any direct deposits activated or set up. So you should see a link where it says um if you want to do direct deposit, you can click on that link and it will let you set up the direct deposit on the website.
[CUSTOMER][NEUTRAL] Oh, is it under payment preferences?
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] Payment preferences, right?
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Why won't it let me click on it?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, preferences.
[CUSTOMER][NEUTRAL] Dera Bay payment preferences.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So how do I put my checking account in there?
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] If you click on it, it should give you an option to add that information.
[CUSTOMER][NEUTRAL] Go under my account policy contract notification or payment preferences.
[AGENT][NEUTRAL] Payment preferences.
[CUSTOMER][NEUTRAL] Oh, I see it now. OK, so the information is in there.
[CUSTOMER][NEUTRAL] So it is so.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me just, do you have time to hold?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm. Sure.
[CUSTOMER][NEUTRAL] OK, I'm just gonna check my routing, OK? I'm gonna lay the phone down, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. You're welcome.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Account
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, so I saved my checking information I hit OK.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] But I think there's a typo.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Oh, maybe they're not OK.
[CUSTOMER][NEUTRAL] Because my bank says M&T Traders Trust Company, but I think it's Manu and um I don't know what that MNF Traders Trust company maybe that's part of the checking.
[AGENT][NEUTRAL] It's probably uh if they have like an old um bank name, sometimes they will pull the old bank name based on the routing number.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, so don't wait for a check. OK, so everything is saved, so then.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Do I go back to my account?
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] So I can just arrow back right?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm. Um, yeah, or you can just click on the prompts like what are you trying to do right now? Just go into the claims?
[CUSTOMER][NEUTRAL] Yeah, I'm on hold. uh, what did you want?
[CUSTOMER][NEUTRAL] I, I must have you want it.
[CUSTOMER][NEUTRAL] Oh I didn't I thought I printed it.
[CUSTOMER][NEUTRAL] Yeah I have. OK, so I'm on there so if I wanna file like an.
[CUSTOMER][NEUTRAL] So if I have like um a do I have to send my documentation over to you?
[AGENT][NEUTRAL] Mhm. Yes, um, for any claims that you need to file, we need, uh, two documents. The first one is gonna be the claim form, which if you look at the top of that ribbon, you will see where it says claim forms and you can get it from there. Um, it's gonna be the hospital indemnity form. And then um we need the itemized bill with the diagnosis codes from the provider of service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, download and complete.
[CUSTOMER][NEUTRAL] OK, so I'm up at um OK so I'm up here at APL.
[CUSTOMER][NEUTRAL] And then I do hospital identity, right?
[AGENT][NEUTRAL] Um, yes, I joined them.
[CUSTOMER][NEUTRAL] For
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then I.
[CUSTOMER][NEUTRAL] What are the benefits?
[CUSTOMER][NEUTRAL] What does hospital indemnity cover?
[AGENT][NEUTRAL] OK. If you're trying to submit a claim, you will go to the top of the room where it's blue, it's gonna be a dark blue, and you're gonna see where it says contact us, claim form and help, you're gonna click on claim form to get the claim form.
[CUSTOMER][NEUTRAL] OK, claims and forms, OK.
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] OK, so I got down.
[CUSTOMER][NEUTRAL] So do I have to sign in again?
[AGENT][NEUTRAL] Um, no, it should have opened a separate tab to get your claim form.
[CUSTOMER][NEUTRAL] Mail paper form fax documents.
[AGENT][NEUTRAL] You
[CUSTOMER][NEUTRAL] Do I do that one, the fax?
[AGENT][NEUTRAL] You can fax it, you can mail it, or you can just upload it. So if you go, um, I'm not sure what, what exactly are you looking for. Are you in the claims and forms where you see a, uh a dad and a son?
[CUSTOMER][NEUTRAL] I'll wait, hold on.
[CUSTOMER][NEUTRAL] Um, hold on.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, I do see him.
[AGENT][NEUTRAL] OK, scroll down to that page and then you're gonna scroll all the way down and you're gonna click on page 2.
[CUSTOMER][NEUTRAL] Oh, it has accident authorization cancer claim form.
[AGENT][NEUTRAL] Yeah, keep scrolling down until you find a number 123 and you're gonna click on number 2.
[CUSTOMER][NEUTRAL] I might
[CUSTOMER][NEUTRAL] One where's the numbers at?
[AGENT][NEUTRAL] All the way to the bottom in the last cling form. Mhm.
[CUSTOMER][NEUTRAL] Oh, OK, so what do I have?
[AGENT][NEUTRAL] Uh, 2, number 2.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So then download form right?
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] Hospital identity.
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEGATIVE] Down download.
[CUSTOMER][NEUTRAL] OK, then do I just fill that out then?
[AGENT][NEUTRAL] Yes, you're gonna fill this out and then whereas you say the instructions is gonna ask for an itemized bill with diagnosis, that's what you're gonna need. That's in point number 3, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So how do I send an itemized bill over?
[AGENT][NEUTRAL] OK, and then um for that you will go back to your account, um, like again, like I said, it should open a new tab to get the claim form, so you should be able to uh go back to the tab that you have your account open.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] If not, you can just go back to your, to the.
[AGENT][NEUTRAL] To your login page and log in.
[CUSTOMER][NEUTRAL] OK, so, OK.
[CUSTOMER][NEUTRAL] OK, so I'm at work, OK, so I'm here where it says hospital identity and everyday solution claim forms and then it's asking me about my name and the date of birth and all that stuff so I would fill all that out then I would sign that signature of insured thing and date it and sign it, right?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][NEUTRAL] OK, and then after I'm done then where do I go?
[AGENT][POSITIVE] OK, after you're done, you can save that document. Once you save the document to your computer, you can even click on the, you see the in the top it says sign in or log in now.
[AGENT][NEUTRAL] On the same form.
[CUSTOMER][NEUTRAL] OK, how do you save it? Is that that little square thing that looks like a disk?
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEUTRAL] OK, and that's right beside where that arrow is caddy cornered, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Right?
[AGENT][NEUTRAL] Yes, mhm, so you can click on that, um, like little disk and see if it asks you where you want to save it and you can just choose where to save it or you can choose the error down, which it means that you download it into your computer and you'll be able to know where to save it as well.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] And if you want to go back to your login and just click on that sign up or log in now that is in the claim form.
[AGENT][NEUTRAL] And it will take you right back to the page where you can put your username and password.
[CUSTOMER][NEUTRAL] OK, do you have time to hold or not?
[AGENT][NEUTRAL] Sure, yes, go ahead.
[CUSTOMER][NEUTRAL] OK, hold on, I need to find some now I'll have to have my documentation that I wanna scan though, right?
[AGENT][NEUTRAL] Yes, you, you need to either scan it or um save it on your, your computer so you can upload it together with the claim form.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, can you hold a minute?
[AGENT][NEUTRAL] Mhm. Sure.
[CUSTOMER][NEUTRAL] OK, well I'm on the phone with are you there?
[AGENT][NEUTRAL] Yes, I'm here.
[CUSTOMER][NEUTRAL] I have a, so all I have is like a summary of the doctor's visit and it's stated with my name and all that information on.
[CUSTOMER][NEUTRAL] Does that count as a a a bill?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Um, we will have to be looking at it to see if it's something we can use. Um, if you want to just go ahead and send that, let us look into it and see if we can use that. If not, um, once it's processed, we can let you know if, if, if we can use that if, if you need something else, we'll let you know what else we need.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so in order for me to continue on I would need to have a uh uh one of my bills with me that showed that I had a payment with the doctor, right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And now I specifically, um, like we don't need the receipt. All we need is an itemized bill. The itemized bill could be the paper they give you in the end where when you go to the clinic, sometimes they give you a little paper that has like the diagnosis code, what they have seen you for, the reason and um how much the bill was for or how much is the total charge before any insurance or anything.
[AGENT][NEUTRAL] That paper you can send in, which is after the visit paper, or you can ask for an itemized bill. If you don't have one, you can call them and let them know that you're trying to submit your own claim to see if they can um send you or give you an itemized bill with diagnosis quotes. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright, yeah, because I'm gonna have to work on this I guess.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, but when you have everything, if you wanna, if you're having troubles or if you need to speak to somebody, you can always call back and speak to somebody about it.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, alright, yeah, because I'm not very computer friendly.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] OK, so, so to get out of it I can just um.
[CUSTOMER][NEUTRAL] Click up it where it says um.
[CUSTOMER][NEUTRAL] A um claim form.
[CUSTOMER][NEUTRAL] And then up at the top where it says sign in right?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I can click click on that and it'll get me signed out right?
[AGENT][NEUTRAL] Oh, no, that's, that's to go back to your account. You can just exit out and it should be able to just take you out completely.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Just X out on the top on the corner.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] On the right.
[CUSTOMER][NEUTRAL] Up on my browser right?
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][POSITIVE] Alright, OK, I do wanna thank you for taking the time to help me.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] You're welcome and it's no problem, but yeah, whenever you get that information, if you need help to upload it, just give us a call back and one of us can assist you with that, OK?
[CUSTOMER][NEUTRAL] OK, thank you. I've been emailing um to claims and um because.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][POSITIVE] The people's been helpful there and then they told me that but I can OK all right I thank you again for your time OK?
[AGENT][POSITIVE] You're welcome and you have a good afternoon.
[CUSTOMER][POSITIVE] OK, you did very good with me. I I appreciate your help.
[AGENT][POSITIVE] Thank you, Ms. [PII]. You're welcome.
[CUSTOMER][POSITIVE] OK, you have a good evening.
[AGENT][NEUTRAL] OK. You too. Bye-bye.
[CUSTOMER][NEUTRAL] Um, bye bye.
[AGENT][NEUTRAL] Mhm.