AccountId: 011433970860
ContactId: 14a9778e-88ca-484d-9abb-4f91f13d5a71
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 797549 ms
Total Talk Time (AGENT): 346590 ms
Total Talk Time (CUSTOMER): 190527 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/14a9778e-88ca-484d-9abb-4f91f13d5a71_20250331T17:57_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APO. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, hi, I received the card for, for my insurance and I, I went online to register and when I tried to do it.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] When I try to do it, uh, I put all my information and uh.
[CUSTOMER][NEGATIVE] Doesn't let me move from step 2 to step 3 and says no user was found.
[AGENT][NEUTRAL] OK, um, I can definitely help you with that, but before we proceed, is it possible to get your name and a callback number, please?
[CUSTOMER][NEUTRAL] Yes, hi, it's, yeah, it's [PII] and the number is [PII].
[AGENT][NEUTRAL] Thank you for that, Mr. [PII]. And you said you tried to register and it's not allowing you to get in. Do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, policy number? I don't know where it's policy number. I have the payer ID.
[AGENT][NEUTRAL] OK, you said you had got a car, the group will work.
[CUSTOMER][NEUTRAL] The group number
[CUSTOMER][NEUTRAL] I got a card in the mail from APL American Public Life, which I think is my insurance card that will start on [PII]. It's too early to register or?
[AGENT][NEUTRAL] Right, and there's
[AGENT][NEUTRAL] No, sir. It's not too early to register. There should be a member number on there a policy number. Do you see it anywhere?
[CUSTOMER][NEUTRAL] No, just payer ID member number, no.
[AGENT][NEUTRAL] OK, what's the payer ID?
[CUSTOMER][NEUTRAL] 60801.
[AGENT][NEUTRAL] Yeah, that's not it. What's your group number?
[CUSTOMER][NEUTRAL] Which number? Group number?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] 257556
[AGENT][NEUTRAL] And what's your last name Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. I believe I've located your information, but to make sure this is you, can you verify your date of birth and your mailing address, please?
[CUSTOMER][NEUTRAL] [PII] and uh address [PII].
[AGENT][NEUTRAL] Thank you for that Mr. [PII] and I'm showing we've got an email account on file. Can you verify that too, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. I think the error might be your last name. It looks like we wasn't able to get your whole entire last name in, in there. We got [PII] That was all that we were able to fit in there. Is that what you put in for your last name when you went into the system?
[CUSTOMER][NEUTRAL] Yes. [PII], yeah, [PII] That's my last name.
[AGENT][NEUTRAL] OK. It should let you in. Yes, sir, we do. And can you also verify your social just to make sure we don't have an error on your social?
[CUSTOMER][NEUTRAL] Do you have it that way?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Everything's right. Let me see what it's saying. Bear with me just one moment.
[AGENT][NEUTRAL] And you said your date of birth was [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And your zip code is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And the email was [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, you should be able to register. Let me try to go out here and register you and see what happens. Bear with me one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And you did elect, I'm an individual with an APL insurance policy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Bear with me, Mr. [PII].
[AGENT][NEUTRAL] It should accept everything I'm putting in unless there's something going on with the site, which I'm not aware of as of right now. Um, hopefully, it's not a technical issue, so just bear with me. I'm almost finished.
[CUSTOMER][NEUTRAL] Uh, my policy will start on [PII]. It's too early to register?
[AGENT][NEUTRAL] No, you should still be able to register as long as you're in our system, it doesn't matter when you're effective. It let me go to the second screen, um, to set you up. Do you want me to go?
[CUSTOMER][NEUTRAL] I, I
[CUSTOMER][NEUTRAL] 2.
[AGENT][NEUTRAL] Do what now?
[CUSTOMER][NEUTRAL] Uh, after I fill out the step 2 and I hit next.
[CUSTOMER][NEUTRAL] Give me that information because I'm not in file.
[AGENT][NEUTRAL] OK, so let me ask you this on your username, how are you using an email or you just use something simple because it won't take an email account?
[CUSTOMER][NEUTRAL] User name I didn't put a user name. I don't know what the user name.
[CUSTOMER][NEUTRAL] I don't have a username here has last name, social security or.
[AGENT][NEUTRAL] Yeah,
[AGENT][NEUTRAL] What you have to make one.
[AGENT][NEUTRAL] Right, you have to make one up. It once you get to step once you're on step one and you put your demographics in, it's gonna take you to step 2 and you have to make up a username and you have to make up a password.
[CUSTOMER][NEUTRAL] OK, in each step in step one to put the information, the username.
[AGENT][NEUTRAL] Not step 1, it's step 2.
[CUSTOMER][NEGATIVE] Cause I don't
[CUSTOMER][NEUTRAL] Step 2, I have
[CUSTOMER][NEUTRAL] Last name?
[CUSTOMER][NEUTRAL] Member ID, zip code, email, and date of birth. I don't have anything else.
[AGENT][NEUTRAL] OK, and it
[AGENT][NEUTRAL] All right, let's start over. Start over with me and I'm gonna do, I'm gonna be on the line with you while you start over. I want you to go back to step one and click I'm an individual with APL.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then I want you
[CUSTOMER][NEUTRAL] Individual
[AGENT][NEUTRAL] Yes, sir, and then go ahead and put in your last name and your social and all your information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did it
[CUSTOMER][NEUTRAL] OK, now let, let me.
[CUSTOMER][NEUTRAL] Yeah, so the user name and everything else.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, so your username cannot be an email account. It can be something short and sweet if you want to use your first two initials and then some of your last name or any you can put numbers in it, whatever you prefer. Just make sure whatever your username that you're putting in, you're not using the same thing as your password because it's not gonna accept it that's the security um issue as far as its privacy and they don't want you to have it relevant that way nobody can make out what your password is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I have a question after that uh.
[AGENT][NEUTRAL] Oh, go ahead. Take your time.
[CUSTOMER][NEUTRAL] About the doctor.
[CUSTOMER][NEUTRAL] 00, do you want me to fill out this step 3 1st?
[AGENT][NEUTRAL] No, you can go ahead and set it up. And what was your question, Mr. [PII]?
[CUSTOMER][NEUTRAL] What do
[CUSTOMER][NEUTRAL] Uh, how can I choose a doctor? I have a cardiologist on my old insurance with Memorial Hospital and uh what's the carrier, the carrier for my new insurance is this American Public Life?
[AGENT][NEUTRAL] Actually, we're your secondary insurance, we're your secondary insurance on [PII], um, you should have a major medical in addition to us. The major medical is gonna be where your provider network is available. Um, it looks like your major medical is AdMed.
[CUSTOMER][NEUTRAL] Because they asked me
[AGENT][NEUTRAL] It's not an affiliation with us, but we do have it notated.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Which one is the major one you said?
[AGENT][NEUTRAL] AvMed is what we have listed under your group. AvMed is your major medical.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And with us, it doesn't matter what provider you go to as long as it's, you know, it's basically your major medical kicks in first and then we're secondary. So we correspond with whoever your major medical except it's not a it's not a network of providers for your gap plan. You're free standing to go anywhere as long as your major medical accepts them.
[CUSTOMER][NEUTRAL] OK, they do not accept this AV med.
[CUSTOMER][NEUTRAL] This Memorial Hospital where I have my cardiologist.
[AGENT][NEUTRAL] OK. So, then you would have to contact your major medical to see who you can go to. Um, you could still possibly see them, just, of course, if you do, you'd have to pay out of pocket upfront with the provider and then submit claims to your major medical and us.
[AGENT][NEUTRAL] You can submit your own claims and by submitting those claims with us we'll review the what's payable under the policy and pay you back because you submitted them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][MIXED] OK, a little bit complicated, but.
[CUSTOMER][NEUTRAL] OK then let me finish this account. Uh, do you want me to, you know, stay on the phone with me until I finish to make sure I get it right?
[AGENT][POSITIVE] Yes, sir. I'm, I'm in no rush. I'm, I'm waiting on you. I just wanna make sure you're good to go before I let you go.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, finish everything. Let's see submit.
[CUSTOMER][POSITIVE] OK, your account has been successfully created.
[AGENT][NEUTRAL] And out there once you go in there and log in, so say you have a username and password, you'll have to go back to the main page and um log in as a user and you'll be able to see your temporary cards, which is the same thing you've got in the mail, the physical cards, and you can also review your policy certificate out there by clicking on your policy.
[AGENT][NEUTRAL] It will be available to you as well and you can also submit claims through the online service center if necessary you can um download them and attach them through there and it also give you updates as far as where we're at with them and once they're finalized you'll have access to the explanation of benefits and what was payable on that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, Mr. [PII]. Is there anything else I can help you with before you go?
[CUSTOMER][POSITIVE] OK, thanks
[CUSTOMER][NEGATIVE] Uh, no.
[AGENT][POSITIVE] All right. Well, it's been a pleasure.
[CUSTOMER][NEUTRAL] No, I will figure out.
[AGENT][NEUTRAL] Sir?
[CUSTOMER][NEUTRAL] I need more help, I will call.
[AGENT][POSITIVE] OK, Mr. [PII]. Well, it was a pleasure speaking to you and thank you for calling APR. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][POSITIVE] Thank you, bye bye.