AccountId: 011433970860
ContactId: 0e01e73d-d354-4b5c-8a9d-f2503326cc96
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 258839 ms
Total Talk Time (AGENT): 84080 ms
Total Talk Time (CUSTOMER): 130621 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/0e01e73d-d354-4b5c-8a9d-f2503326cc96_20250616T17:30_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEGATIVE] Hi [PII], this is [PII]. Um, I was just, um, trying to, um, access like log in online. I just registered and it every time I go to log in it just says blank. It it doesn't come up with anything. Do I need to be on a computer to do it the first time or?
[AGENT][NEUTRAL] I'm not sure, but I can find out for you, um.
[CUSTOMER][NEUTRAL] How does that work?
[AGENT][NEUTRAL] Have you, did you re-register after the website changed?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Are you, you just registered?
[CUSTOMER][NEUTRAL] I do not know. I, I, I just did it today. I don't think I've done it before that I recall, um, so I just did it today and yeah.
[AGENT][NEUTRAL] OK, and what's your policy number?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] 02549425 ML and it's either 7 or 8 depending on in hospital or outpatient.
[AGENT][NEUTRAL] It doesn't matter. That's fine. Thank you. Do you have a phone number I can get?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, [PII] it's mine.
[AGENT][NEUTRAL] Thank you, hold on one moment please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome and you said your name was [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And what's your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, Ms. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] And you said the screen was just blank when you logged in?
[CUSTOMER][NEGATIVE] Yes, it just goes to a blank page and so I tried to refresh. I tried to get out of it and redo it a couple times, but it still isn't working. So I'm basically just trying to file a claim for my daughter and my, I talked to my person this morning, so she said this is the way to do it. I was like, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I'm still showing the policy is active. I'm not sure why it's blank. Do you have access to a fax machine you could fax it to us?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Not at this moment. I mean, I could do it to my husband's work, but can I email somebody or or with this?
[AGENT][NEGATIVE] We did our email is not secure enough to email.
[CUSTOMER][NEUTRAL] Oh, OK, um, I could fax it tomorrow. Is there anything else I would need to send besides the.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Besides the itemized bill?
[AGENT][NEUTRAL] Um, all we need is an itemized bill that has procedure codes, diagnosis code, and the charges on it.
[AGENT][NEUTRAL] And then we need an explanation of benefit from your primary insurance.
[CUSTOMER][NEUTRAL] OK, so and.
[CUSTOMER][NEUTRAL] OK, OK, so, OK, I think I can do that.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, so I would just go into my, OK, yeah, from the primary, got it, um, and then that and who would that put be put to who's attention?
[AGENT][NEUTRAL] Attention claims.
[CUSTOMER][NEUTRAL] Oh, just claims and then um that's fax number.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][POSITIVE] OK, alright, I will do that tomorrow then thank you so much for your help.
[AGENT][POSITIVE] You're welcome and you can just try that website again. I know they're uh working on it, so you can just try it again maybe this afternoon.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thanks so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's all. Thank you.
[AGENT][POSITIVE] Thank you, Ms. [PII] for calling.