AccountId: 011433970860
ContactId: f9fe6201-7342-4401-a1af-0aa13a78f076
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 591320 ms
Total Talk Time (AGENT): 246474 ms
Total Talk Time (CUSTOMER): 323082 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/f9fe6201-7342-4401-a1af-0aa13a78f076_20250124T14:23_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] Hey [PII], this is [PII] in [PII]. I'm a broker. How you doing?
[AGENT][NEUTRAL] Hi, [PII]. I'm sorry. I know who you are.
[CUSTOMER][NEUTRAL] Sorry, I, uh, I, I never know exactly who's answering, but I recognized your voice so I just always try to tell people who I am so they don't think I'm just a customer calling.
[AGENT][NEUTRAL] I got you. No, we know who you are.
[CUSTOMER][POSITIVE] Thank you, ma'am.
[AGENT][NEUTRAL] [PII], what's that call back number so I can help you today?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you, [PII]. You still got a lot of snow over there?
[CUSTOMER][NEUTRAL] Uh, it's, it's, bless you, I'm sorry, it's still melting away, but it's not much left. It's not much left.
[AGENT][POSITIVE] Oh, I bet you're ready to get back to normal.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][POSITIVE] Yes, ma'am. Yes, ma'am. I, the, the first day was pretty fun because it was right. I, I've been around the nation a little bit around some snow and it was the thickest I've seen come through. Like it was like very thick snow coming down and we probably had up to 12 inches uh over a two-day period, you know.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That is crazy.
[AGENT][NEUTRAL] I know.
[CUSTOMER][POSITIVE] It was wild, yeah, it was, it was wild.
[AGENT][POSITIVE] We get little bitty snowflakes in [PII]. We don't get the big pretty ones falling, so I know y'all had a blast. I'm excited for y'all.
[CUSTOMER][NEUTRAL] Uh yes ma'am, so you're in.
[AGENT][NEUTRAL] It just missed us.
[AGENT][NEUTRAL] We're in
[CUSTOMER][NEUTRAL] y'all are in the Flowwood office?
[AGENT][NEUTRAL] Yeah, well, I'm at home around the, in Flowood, yes, but, um, it went all around us and did, you know, didn't even see a flurry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Really?
[CUSTOMER][POSITIVE] Wow, that's wild, huh?
[AGENT][NEUTRAL] I'm like
[AGENT][NEUTRAL] I'm like, if it's going to be this cold, at least give me something pretty to look at.
[CUSTOMER][POSITIVE] That's right, that's right. Yeah, my mom is actually in, uh, in Diamond Head and she, she got some pretty snow over there.
[AGENT][NEUTRAL] I kind of feel
[AGENT][POSITIVE] Yeah, I know it's just amazing. I've never seen all that, but.
[AGENT][NEUTRAL] Yeah, I, I kind of feel chipped or something, yeah.
[CUSTOMER][NEUTRAL] I understand, I understand you might as well get it if you're gonna get out of the cold anyway, you know.
[AGENT][NEUTRAL] That's right. Well, what you got for me today?
[CUSTOMER][NEUTRAL] I see online that they processed a claim for one of our customers, um, the policy number is 2387149.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Name and date.
[CUSTOMER][NEUTRAL] And that's for Ms. [PII].
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] And her date of birth.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Just so you have it on file is [PII].
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK. Yes, sir.
[CUSTOMER][NEUTRAL] And it's on our hospital plan.
[AGENT][NEUTRAL] I do see that we did process and pay that.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] And we do have a benefit of $1000 going to Ms. [PII].
[CUSTOMER][NEUTRAL] OK, perfect. Was that a direct deposit or that paper check?
[AGENT][NEUTRAL] Let's see what she's got.
[AGENT][NEUTRAL] She actually has her direct deposit activated, so she should her bank should get notification today. Now of course she may not see it, you know, for a couple of days but they should be notified of the deposit today.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect perfect I appreciate you I um.
[CUSTOMER][NEUTRAL] I happened to upload some wellnesses on myself and I was looking online.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I'm wondering if I should do it different to make it go um because basically I did it on myself to kind of see what would happen when a customer does it because I know because we were colonial for years and Allstate for years and then of course APL um.
[CUSTOMER][NEUTRAL] And they all have different ways of doing it. I'm trying to see what's the fastest way for our insured to upload wellnesses because I know when you upload to a cancer policy.
[CUSTOMER][NEUTRAL] If I upload from the OSC site, it doesn't actually specify wellness correct? it's just you're just uploading to the cancer plan, but if you log in, is there a different way to do it to where they can just file a wellness so it doesn't get in line for like cancer claims?
[CUSTOMER][NEUTRAL] Does that make sense?
[AGENT][NEUTRAL] Yes, so on the, on the LSC is there not a wellness option when it says uh, um, file a wellness claim?
[CUSTOMER][NEUTRAL] Let me go see.
[CUSTOMER][NEUTRAL] I'm gonna go look. I'm gonna log in. Well, the problem is I have like 5 different logins, so that's probably what's gonna confuse this process too. I have 5 logins for APL. It's like, OK, so if I scroll down then I go to me. I'm just gonna pull me as an example. I'm in the OSC but I'm not logged in under.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I guess I'm logged in under my business and that under so for claims say I want to file a claim.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it says select claim it just I'm just choosing my name and then it just says pick the policy you wanna claim on so it's not necessarily saying are you filing a wellness, you see what I'm saying?
[AGENT][NEUTRAL] So I'm looking at something, let me check, just a minute.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Um I
[AGENT][NEUTRAL] It says for all wellness benefits used file a wellness claim.
[AGENT][NEUTRAL] So there should be that file a wellness claim option.
[AGENT][NEUTRAL] Under my claims.
[CUSTOMER][NEUTRAL] You know what? It could be, it could be under a different because I'm under.
[AGENT][NEUTRAL] Under the business.
[CUSTOMER][NEUTRAL] I'm under my business probably, but I'm in the OSC because I wrote myself, you see, so that's why it's showing up in there. So probably if I log in underwear and I logged in where I pay my bill and it doesn't let me do it, so I bet you there's a third spot which.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] Yeah, I think that's going to be on the individual. Let me, let me look at one more thing.
[CUSTOMER][NEGATIVE] Because me, I don't really care how long it takes on my claims it's for, it's for the employees when they're doing it.
[AGENT][NEUTRAL] Oh, yeah.
[CUSTOMER][NEUTRAL] Because the problem is they I, I got them spoiled over the years of 23 years that I had these wellnesses going processing within like 24 to 48 hours so they were paid so quickly so now I'm trying to figure out the smartest way to do it through APL.
[AGENT][POSITIVE] Yeah, got you.
[AGENT][NEUTRAL] Yeah, I'm thinking on the agent portal you don't have that option for the wellness claim. It just has to file a claim. I see that but on the individual portal when they go to um my claims there should be two options one for upload documents which is just for the claim files or um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Follow wellness claim.
[CUSTOMER][NEUTRAL] Got it. Alright, I'm gonna log in under one of my other things and work on it, but um, basically it looks like I uploaded some wellness stuff like on [PII], which was like 11 days ago, and I think I probably uploaded the form on I realized I didn't put the form with it, so I uploaded that on the [PII], which like I said, it's no big deal if it's mine. I mean that that's not the I was mainly just trying to track it how it went for an employee if they did it this way so I'd obviously.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, really?
[AGENT][NEUTRAL] Yeah, but we want
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Do you have your policy number available?
[CUSTOMER][NEUTRAL] They need to do them.
[CUSTOMER][NEUTRAL] Sure, it's um 247-1993.
[AGENT][NEUTRAL] Let me just take a quick look.
[CUSTOMER][NEUTRAL] Still says received on my side.
[AGENT][NEUTRAL] Yes, so the first one is on the [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm just gonna ask around.
[CUSTOMER][POSITIVE] Yeah, it's it's, it's no problem at all um I'm gonna go find my other log in just to show myself how to do it for the uh to follow wellness.
[CUSTOMER][NEUTRAL] I think I just confused myself by having so many logins I probably should have did it under my other one, you know what I mean?
[AGENT][NEUTRAL] Sometimes do you not know where you're going?
[AGENT][NEUTRAL] Yeah, where you been, right?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][POSITIVE] Exactly, exactly.
[AGENT][NEUTRAL] Yeah, exactly. But I'm gonna ask around, um, you know, now you do know that for the wellness claim, we only need the claim form. There's no supporting documents needed. Mm mm. It's just that claim, the wellness claim form.
[CUSTOMER][NEUTRAL] But uh
[CUSTOMER][NEUTRAL] Oh, you don't need the proof of the test?
[CUSTOMER][NEUTRAL] I did not know that.
[AGENT][POSITIVE] That makes it a lot easier too.
[CUSTOMER][NEUTRAL] You see, I wanna say.
[CUSTOMER][NEUTRAL] So what y'all just call and verify it?
[AGENT][NEUTRAL] We do, so we have to have the, yeah, we do have to have that provider information, you know, the location information.
[CUSTOMER][NEUTRAL] So it's the honor system, yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] But yeah, we only need that claim form there for, you know, so that makes it easier not having to get the supporting documents.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's fairly new, you know, it's not, it's just been within the past couple of years that we only need the claim form.
[CUSTOMER][NEUTRAL] Now, what if like,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, because I'm always telling people, give me a copy of your test results or proof you had the test done and OK.
[AGENT][NEUTRAL] It's just a claim form.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, alright, well, I will definitely make a note of that and I see what you're saying about file a wellness claim. I logged in under one of my other well under one of my other logins and it says upload my claims, upload files, file a wellness claims. So that's probably where I should have did it.
[AGENT][POSITIVE] Good.
[AGENT][NEUTRAL] And that, yeah, that, that might.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] Speed it up probably.
[AGENT][POSITIVE] Exactly.
[CUSTOMER][NEUTRAL] Because I'm thinking if I upload it under those those cancer policies, I gotta imagine it because if it doesn't specify wellness it might be falling in the line of the, the cancer claims to be looked at, you know.
[AGENT][NEUTRAL] The cancer claims, and they are more detailed and do take a little longer than a wellness claim. Yeah.
[CUSTOMER][POSITIVE] Exactly.
[CUSTOMER][NEUTRAL] That's right. OK, well, I.
[AGENT][NEUTRAL] Well what else can we work on for you?
[CUSTOMER][POSITIVE] I believe that's it for now. I, uh, I greatly appreciate your help.
[AGENT][NEUTRAL] It
[AGENT][POSITIVE] Well, it's always a pleasure to assist you, [PII], and you, you know, anytime, please just give us a call. We're here for you.
[CUSTOMER][POSITIVE] I sure will thanks so much. Have a great day.
[AGENT][POSITIVE] You too, and you'll stay safe and warm over there.
[AGENT][POSITIVE] Take care, [PII]. You too. Bye bye.
[CUSTOMER][POSITIVE] Yes, ma'am. You too. Take care.
[CUSTOMER][POSITIVE] Thank you bye bye.