AccountId: 011433970860
ContactId: 06b036dd-7aff-4b91-a889-867144b7ba22
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 420959 ms
Total Talk Time (AGENT): 110386 ms
Total Talk Time (CUSTOMER): 263109 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/06b036dd-7aff-4b91-a889-867144b7ba22_20250612T14:12_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Yes, hello, hi, good morning. Um, I'm trying to log on to my um
[CUSTOMER][NEUTRAL] To my account online, but every, uh, it seems that um it's not recognizing my email. So I have two questions. First is for me to log in in order for me to see whether um uh my um I had a, a, a, a surgery, so I just would like to know whether my provider sent a claim to APL. So I wanted to first log in and then there's um to check if, if, if they send it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'll be happy to assist and with claim status and getting you logged into the OSC, um, may I have your policy number please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, um,
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] It's 0184.
[CUSTOMER][NEUTRAL] 5863 ML 7
[AGENT][NEUTRAL] OK, your full name and date of birth?
[CUSTOMER][NEUTRAL] Uh, my first name is [PII]. Full full birthday is [PII].
[AGENT][NEUTRAL] And if you can verify the email address on your account.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm sorry, what?
[AGENT][NEUTRAL] Can you verify the email address on your account?
[CUSTOMER][NEGATIVE] Oh yeah, I think, I think, and that's why I tried 33 emails and it didn't work. It's um either [PII].
[CUSTOMER][NEUTRAL] Is that the one, or [PII]?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Mm. No, ma'am.
[AGENT][NEUTRAL] This looks like a work at uh email address.
[CUSTOMER][NEUTRAL] Looks like a what?
[AGENT][NEUTRAL] It looks like a work email.
[AGENT][NEUTRAL] It doesn't look like a personal email.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh, really? OK, I thought it was a personal email. OK, let me try because I didn't work. It's, it's, it's it's [PII]? Is that the one?
[AGENT][NEUTRAL] Right, so since that's a work, yeah, we need to change that to a personal email. What personal email would you like to use?
[CUSTOMER][NEUTRAL] my work email.
[CUSTOMER][NEUTRAL] I would like, I would like, OK, before you change it all, um,
[CUSTOMER][NEGATIVE] Is that going to change my password too? I have to change my password, no wonder my password was not working.
[AGENT][NEUTRAL] Well, when's the last time you logged into the online service center because they last Monday they updated it so everyone has to re-register.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Oh, no wonder, because it looks different. I, I haven't logged on in like months. So, it's not like I check every time and because
[AGENT][NEUTRAL] OK, good. So we can go ahead on and.
[CUSTOMER][NEGATIVE] Yeah, because I had the surgery, that's why I wanted to check, and then I realized that it has a different signing now. And my, my username is not working. Before it wasn't asking me the email, it's just my username, without the app, you know? So,
[CUSTOMER][NEUTRAL] It wasn't working, so I said, OK, I try the my emails, so I try everything. So what do I do? What do I do? What's the first thing that I do?
[AGENT][NEUTRAL] Let's update your um email address to a personal email address and then you can re-register for the online service center. What email address would you like to use?
[CUSTOMER][NEUTRAL] Um, um, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so that's [PII].
[CUSTOMER][NEUTRAL] Yeah, yes, it is, but before you say oh, it's not a 0, it's a 0.
[AGENT][NEUTRAL] 0. That's what I meant, 0.
[CUSTOMER][NEUTRAL] But it's two different things. Yeah, yeah, yeah.
[AGENT][POSITIVE] Sorry, I'm sorry.
[CUSTOMER][NEUTRAL] No, no, that's OK. No, I know, I know it's, it's, I know it's complicated, but um it's, it's not an O, it's a 0.
[AGENT][NEUTRAL] OK, so your email has been updated. You can now register for the online service center and what was the date of service for the claim you wanted to check?
[CUSTOMER][NEUTRAL] It was, uh, for the surgery, it was [PII].
[CUSTOMER][NEUTRAL] I have 3 bills from my provider.
[AGENT][NEGATIVE] We haven't received that yet.
[CUSTOMER][NEUTRAL] Huh?
[AGENT][NEUTRAL] OK, we haven't received that claim yet.
[CUSTOMER][NEUTRAL] Oh, you haven't. You should be you should have been able to, but should I, uh, OK, so what do I do then? Because they send me the bill. I mean, they have, they, they say that I owe this amount, but I think that I'd rather pass it through the APL before I get the final bill, you know what I'm saying? So, what do I do?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] So we, you would just
[CUSTOMER][NEUTRAL] You guys haven't received any of them, right?
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] So you would just need to submit the um explanation of benefits from your primary insurance for that data service along with the diagnosis. So once you're logged in.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and register with the online service and you can upload it from there.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh, OK. And what do I upload, I'm sorry, um what do I do? Um, because I only have the bill, I mean, isn't it easier if I call my provider and have them submit it?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Ah, OK, OK, OK, OK. OK, so in order for me to create, it says create your OSC account. OSC. Is that the one that I'm supposed to do?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] On the website, on the website, right? And it says secure. [PII], and it says create your your OSC account. Well, is that what I need to do? I don't need to log in, right? Because I can't log in. OK, OK, so I'm gonna create my OSC. OK, and which role best describes you?
[AGENT][POSITIVE] That's correct.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Insured, OK. OK, so I'm gonna go ahead and do that, so at least I know that they never, they never file a claim on [PII], which is the day of my surgery.
[CUSTOMER][NEUTRAL] And anything after that, you could, you can't find anything, right? It could have like done it the day after or something.
[AGENT][NEUTRAL] No, we don't have any.
[AGENT][NEUTRAL] We don't have any claims for the month of May.
[CUSTOMER][NEUTRAL] You don't have any? Oh.
[CUSTOMER][NEUTRAL] OK. And what about June?
[AGENT][NEUTRAL] No, ma'am. We don't have anything after April.
[CUSTOMER][NEUTRAL] No? OK.
[CUSTOMER][POSITIVE] Oh, OK. All right. Thank you so much.
[AGENT][NEUTRAL] OK, is there anything else I can assist with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] Mhm thank you for calling APL you have a good day.
[CUSTOMER][POSITIVE] All right. Thank you. You too. Bye.
[AGENT][NEUTRAL] Mhm.