AccountId: 011433970860
ContactId: f7e42813-af87-4c1a-b871-cd1aa0beff70
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 626750 ms
Total Talk Time (AGENT): 193237 ms
Total Talk Time (CUSTOMER): 309664 ms
Interruptions: 3
Overall Sentiment: AGENT=0, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/f7e42813-af87-4c1a-b871-cd1aa0beff70_20250502T16:43_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Yes, hi, this is [PII]. Um, can you hear me OK? Sorry, I just wanna make sure.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Our group number is my husband's group number is 258-86.
[AGENT][NEUTRAL] Do you have a policy number?
[CUSTOMER][NEUTRAL] Well, yes, I do. I didn't know, um, I don't know where to look if you go with those 021, is that it? 02317319 ML 7.
[AGENT][NEUTRAL] Yes, OK, and.
[CUSTOMER][NEUTRAL] Is that the
[AGENT][NEUTRAL] What is your date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's for my husband it's [PII].
[AGENT][NEUTRAL] What is your date of birth?
[CUSTOMER][NEUTRAL] Mine is [PII]. I'm not part of this, but mine's [PII] 69.
[AGENT][NEUTRAL] OK, now is your husband there with you now?
[CUSTOMER][NEUTRAL] He is outside. I can get him.
[AGENT][NEUTRAL] OK, were you calling in regard to a claim specific or something specific to him or just something general for the policy?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] It's general. I just needed to know he already spoke at his office. I needed to make sure I was getting an email. I'm, I'm uploading all these um invoices and I wanted to make sure that it was, it says [PII] but that email is not working, so I don't know if I'm doing the right thing. I'm trying to upload the paperwork.
[AGENT][NEUTRAL] OK, well that's just a general, so I'll be able to assist you just verify the mailing address for me.
[CUSTOMER][NEUTRAL] Our mailing address is [PII].
[AGENT][NEUTRAL] Thank you for that now and you're talking about when you say email, did you mean to say the website?
[CUSTOMER][NEUTRAL] Actually, no, he made these notes. Um, I was just, I guess you have to sign in or log in. That's what I'm guessing is either you mail it in the hard copies or you upload them on the website. Is that true? Is it the only two ways to do this?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right, so the address, the, the web address, not the email but the web address is [PII].
[CUSTOMER][NEUTRAL] OK, so that, OK.
[CUSTOMER][NEUTRAL] Uh, what is the web address?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And OK, that's where I start that's the problem and then I upload from there?
[AGENT][NEUTRAL] Right, you would sign into his account and then you can upload um under file a claim from there.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK then that's very helpful but then just we I tried to sign in or log in or sign in a new, you know, as a new user or even log in and they didn't accept that they asked for the group number and they said they couldn't find his group number so maybe I was putting in the wrong number because his group number is 258-86 but the plan number.
[AGENT][NEGATIVE] It shouldn't.
[AGENT][NEGATIVE] It shouldn't be asking you for a group number I don't believe it so he's never registered then you know for a fact that he is never registered.
[CUSTOMER][NEUTRAL] It did, it did.
[CUSTOMER][NEUTRAL] That's what I'm
[CUSTOMER][NEUTRAL] No, I don't know. I don't know. I'm trying to get into, but I mean I could ask him, but he doesn't remember anyway, he's here with me so I could ask. I just didn't know if you wanted to. I'm walking out to get him. I didn't know if you see if he has an account or doesn't have an account. I don't know if you can tell that just trying to help him out because.
[AGENT][NEUTRAL] OK, well, yeah, if you can um.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Get him on the line so I can verify information with him.
[CUSTOMER][POSITIVE] OK, no problem right here.
[CUSTOMER][NEUTRAL] Hold on 2 seconds.
[CUSTOMER][NEUTRAL] Hi ma'am he's right here. I'll give him the phone. Hello?
[AGENT][NEUTRAL] Hi, if you can please verify your first and if you could please verify your first and last name for me?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][POSITIVE] Sure, [PII].
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And if you can verify the email address we have on file.
[CUSTOMER][NEUTRAL] Uh, [PII] I believe. Do you know if you signed up for an account on that because we're trying to log in. On the gap.
[AGENT][NEUTRAL] Um, no, we have something different. It looks like a, a professional, um.
[CUSTOMER][NEUTRAL] He
[CUSTOMER][NEUTRAL] Oh yeah, [PII].
[AGENT][NEUTRAL] Yes, that's what we have so I'm not showing that you have signed up for the online service center so with your permission I'll just um walk your wife through the process.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yeah, that'd be thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] All right thank you very much appreciate it. OK, thank you baby. All right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so you're gonna click on instead of clicking on, uh, you're gonna click on a new user, you're gonna click the first one which says I'm an individual with an AL APL insurance policy.
[CUSTOMER][NEUTRAL] Oh, OK, hold, I'm just going back in the house one second. I had to walk outside. He was with his workers. I'm walking back on the into the computer here.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, I'm here. OK, what do I, I have to start fresh, so I log. I just need to make sure I'm in the right web address if you could just tell me that quickly and I'll get there quickly.
[AGENT][NEUTRAL] It's um the [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you for your patience.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] It's just thinking I don't know what's going on.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEGATIVE] It's saying it's not secure.
[CUSTOMER][NEUTRAL] Hold on
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] with [PII] on the end [PII].
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] That was the problem, thank you. I was going too fast.
[CUSTOMER][NEUTRAL] OK, OK, so now what do I click on APL secure claim status? Do I go into that one?
[AGENT][NEUTRAL] Um, you wanna
[AGENT][NEUTRAL] You wanna go on to sign in or register.
[CUSTOMER][NEUTRAL] OK, let me go into the beginning part here.
[AGENT][NEUTRAL] Scroll down the page.
[AGENT][NEUTRAL] In the middle of the page it says file claims online 24/7, click on sign in or register.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then on the um right side it says log in or new user you wanna click on new user.
[CUSTOMER][POSITIVE] OK, I'm, I'm with you.
[AGENT][NEUTRAL] All right, and you click the first one?
[CUSTOMER][NEUTRAL] And then I'm an
[CUSTOMER][NEUTRAL] Yeah, so that was my confusion. I thought he's an employer because he's with a group. I didn't know it would be um an individual because he got this through his company that's why.
[CUSTOMER][NEUTRAL] Anyway, I'll keep going here.
[AGENT][NEUTRAL] You're gonna put in his last name, put in his social, zip code, the email, the email that he confirmed with me which was his the business email, and then his date of birth.
[CUSTOMER][NEUTRAL] OK, last name.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I have to.
[CUSTOMER][NEUTRAL] to text him what his social is because I don't know it offhand.
[CUSTOMER][NEGATIVE] I didn't know the, the group how come it doesn't tell you to go to the group one, the employee one? I wouldn't know why I wouldn't do that one just so I know.
[AGENT][NEUTRAL] Well, he's not the group he's he's an individual.
[CUSTOMER][NEGATIVE] Yeah, but he got it from his company. That's that I, I, that's what I did wrong.
[AGENT][NEUTRAL] Right, but he's not his company, isn't he in is he Anderson Moore construction company?
[CUSTOMER][NEUTRAL] No, he just works there.
[AGENT][NEUTRAL] Right, so he's.
[AGENT][NEUTRAL] He's an individual with the policy he's not that is what his company [PII] would choose that when they're logging in to manage their employees' stuff.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] And ma'am, it's OK. Oh but I just was asking. I, that's what I did wrong when I, when I, without you on without you on the phone call, this is what I tried to do privately to not have to call you, you know, to get this, but now I have to run back out because I have to get his social quickly outside to do this the right way.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Um, once, once I do that.
[AGENT][NEUTRAL] OK. Well, that's all. Once you um get all the information, you'll just um put that in. It's gonna um register him and then you'll be able to um file the claim and upload the documents on there.
[CUSTOMER][POSITIVE] So I just uh scan them in and upload them. I've already scanned them in so I can just upload that. It's easy to upload.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, alright then I'll take it from there. I really appreciate it.
[AGENT][NEUTRAL] OK, was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] Oh, actually, yes, how many days does it take for them to get back to us?
[AGENT][NEUTRAL] Um, once we receive the claim, the processing time is 7 to 10 business days.
[CUSTOMER][POSITIVE] OK, OK dokey, OK, thank you so much appreciate it.
[AGENT][POSITIVE] Thank you for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too bye.