AccountId: 011433970860
ContactId: 195f9348-e86e-4030-95e0-6b34cfe5431f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 428850 ms
Total Talk Time (AGENT): 162789 ms
Total Talk Time (CUSTOMER): 191311 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/195f9348-e86e-4030-95e0-6b34cfe5431f_20250123T16:29_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Hi, um, good morning, uh, I'm trying to create an account with, um, APL because I need to upload an explanation of benefits, uh, but I, I can when I enter my information.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] It says to call because they couldn't find it.
[AGENT][NEUTRAL] OK. What's your, what's your name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Spell your first name for me, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And what's your policy number?
[CUSTOMER][NEUTRAL] My policy number, OK is 02419432.
[AGENT][NEUTRAL] OK, can I get a good phone number in case we're disconnected on my end?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. I'm gonna pull up your account and then get you verified and we can proceed with your question, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Can you verify your date of birth and your mailing address?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] And your email address on file?
[CUSTOMER][NEUTRAL] Uh, I don't know if you have uh [PII].
[AGENT][NEUTRAL] dependent on the on the policy, correct?
[CUSTOMER][NEUTRAL] Yes, I'm the spouse.
[AGENT][NEUTRAL] OK, so, OK, all right.
[AGENT][NEUTRAL] And so you're you're trying to create an online account and so you need assistance with doing that.
[CUSTOMER][NEUTRAL] Yeah, well, I'm in the in the website and I went to new user it asked me for the last name, the social or the member ID. I don't have the member ID so I put the social, the zip code, the email, and the date of birth. I when I hit next.
[CUSTOMER][NEGATIVE] It says uh no user was found with the information that was entered. Try it again. I tried a few times and then it says if this error persists, please contact customer service uh and press option 4.
[AGENT][NEUTRAL] OK, what social security number did you use?
[CUSTOMER][NEUTRAL] Uh, I use mine [PII].
[AGENT][NEUTRAL] Yeah, so it's gonna have to be the policy holder social.
[AGENT][NEUTRAL] In that location and then I do not show an email.
[AGENT][NEUTRAL] File and so we'll need to get uh an email verified through Mr. [PII] as to what email address he has on file because it should have asked you for an email address, right?
[CUSTOMER][NEUTRAL] I'm sorry, but I can not hear you very well. You don't have any email on file?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We, we do not show an email address on file.
[CUSTOMER][NEUTRAL] OK and um.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] 00.
[CUSTOMER][NEUTRAL] That means that I'm not gonna be able to create the account?
[AGENT][NEUTRAL] So the reason
[AGENT][NEUTRAL] Yeah, we need to have an email because that's one of the security questions that it's asking you.
[AGENT][NEUTRAL] And the other problem is the Social Security number. It has to be the policyholder's social.
[AGENT][NEUTRAL] So those are the two items that's preventing you from creating an account.
[CUSTOMER][NEUTRAL] So how can we uh set up an email address for the account?
[AGENT][NEUTRAL] OK, I can add an email address, but it would need to, I would have to confirm it through the policyholder.
[AGENT][NEUTRAL] Since it's his policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, OK, can you hold just one second for me please?
[AGENT][NEUTRAL] Are you gonna include it on the call?
[CUSTOMER][NEUTRAL] Uh, yes, let me see if he's in his office. Just one second, OK? OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Sure, sure.
[CUSTOMER][NEUTRAL] No, he's in a phone call right now so he's not gonna be able to come um there is any other way to add uh an email account, an email to his account?
[AGENT][NEUTRAL] I mean, we can add it for you, but because he's the policyholder, we'll get his permission to add the email address of choice.
[AGENT][NEUTRAL] So if you were to get him on the phone and if you know you know if he could tell us what email address to add we can do that for you and then.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] When creating the account, it requires the policyholder's social security number.
[AGENT][NEUTRAL] And I think you used
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] So when we let's let's say that we have all the information um I mean the email is uh with you um when I create the account, so in that account I'm gonna be able to see all my family, my, my kids and him and everybody so if I need to upload um any explanation of benefits for my son, for example, I'm gonna be able to do it through this account it's not an account for each person it's a family account.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Correct, you'll see each person under the policy.
[AGENT][NEUTRAL] Uh, you would just the policy that you want to submit the claim under.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK perfect let me see when, let me, let me first contact the broker maybe they are gonna be able to to add the email uh if not I will see when he's available so I can call back OK?
[AGENT][NEUTRAL] I don't think the broker will be able to add the email because it's an individual account.
[AGENT][NEUTRAL] And we can add it from our end. I just need to confirm that that's the email address that the policyholder wants on file.
[CUSTOMER][NEUTRAL] OK, and you don't have on [PII]?
[AGENT][NEUTRAL] No, there's no
[CUSTOMER][NEUTRAL] That's weird because that's his, his email.
[AGENT][NEUTRAL] You know, there's no yeah there's no email address on file at this time and so when you go to at all, so when you go to create the account, those those 5 or 6 security questions that you answer has to match what we have in our system and so that's why you're not able to create one because the Social Security doesn't match and then we do not even have an email address for him. So once the email address is added, the correct social security number is is. Um.
[CUSTOMER][NEGATIVE] At all.
[AGENT][NEUTRAL] You know, you use the correct Social Security number when you set it up, then you should be able to create an account at that time.
[AGENT][NEUTRAL] Does that make sense?
[CUSTOMER][POSITIVE] OK, yeah, yeah, yeah, yeah, perfect. OK, no problem, thank you so much, thank you.
[AGENT][NEUTRAL] You're welcome. Any other questions?
[CUSTOMER][POSITIVE] No, that's it thank you bye bye.
[AGENT][NEUTRAL] OK, thank you for calling APL.
[CUSTOMER][NEUTRAL] The same bye bye.