AccountId: 011433970860
ContactId: 1e21bdd8-f7d9-4e33-b2ee-a80dfde06dd4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1233119 ms
Total Talk Time (AGENT): 326426 ms
Total Talk Time (CUSTOMER): 372027 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/1e21bdd8-f7d9-4e33-b2ee-a80dfde06dd4_20250407T14:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I'm sorry, did you say [PII]?
[AGENT][NEUTRAL] Yes, this is [PII]. Mhm.
[CUSTOMER][POSITIVE] Hey [PII], good morning. How are you?
[AGENT][POSITIVE] Good morning. Good. How are you doing?
[CUSTOMER][NEUTRAL] Not too bad, [PII]. uh [PII], I, um, was trying to upload the.
[CUSTOMER][NEUTRAL] Documents the EOBs that APL had requested uh from my providers.
[CUSTOMER][NEUTRAL] And um the system.
[CUSTOMER][NEGATIVE] Did not allow me to register. I tried to, uh, create an account online now I, I'm no longer covered by APL. Maybe that's that could be a possibility why but so I mean.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You know I can get them to you electronically or email them to you electronically a lot faster.
[CUSTOMER][NEUTRAL] Uh, then mailing them, obviously I could, I could mail them, you know, via postal service, but, uh, like I said, I was trying to upload it into this, into by creating an account and it would not allow me.
[AGENT][NEUTRAL] Oh, I see. Um.
[AGENT][NEUTRAL] Do you have, I can look up your policy.
[CUSTOMER][NEUTRAL] I mean just
[CUSTOMER][NEUTRAL] Sure, let me, let me give you my uh my certificate number.
[AGENT][POSITIVE] OK, yes, that would be great.
[CUSTOMER][NEUTRAL] Or, or what do you need from me?
[AGENT][NEUTRAL] Um, so it's a, the policy number would start with a 0 on your card.
[CUSTOMER][NEUTRAL] OK, uh 0251.
[CUSTOMER][NEUTRAL] 2982.
[AGENT][POSITIVE] OK, perfect. And then what's a good.
[CUSTOMER][NEUTRAL] And then it's followed by two letters and a and a number.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] MML 7 or ML 8.
[AGENT][NEUTRAL] No, that's OK. I just need the numbers. Uh, let's see. I'll, I'll pull it up for you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And then what's a good call back number in case our call gets dropped?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, perfect, thank you.
[AGENT][NEUTRAL] OK, and then I just need to verify a couple pieces of information. um, so what's your first and last name and then the date of birth?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Sure. Uh first name [PII]. Last name [PII]
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then your mailing address and email?
[CUSTOMER][NEUTRAL] Uh, mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and the email on file?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I don't know if you have my work email or my bear with me.
[AGENT][NEUTRAL] Uh, it could be work.
[CUSTOMER][NEUTRAL] Oh my uh
[CUSTOMER][NEUTRAL] Uh, oh, I'm sorry?
[AGENT][NEUTRAL] It could be your work email it looks like.
[CUSTOMER][NEUTRAL] Because I don't, I don't
[CUSTOMER][NEUTRAL] I don't remember receiving anything from APL at either.
[CUSTOMER][POSITIVE] Uh, but I'll give you, I'll give you both, and you could tell me what you have.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Uh, so my, my work email is [PII], and that's.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, it doesn't look like it's that one.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] It it doesn't look like it was that email?
[CUSTOMER][NEUTRAL] OK, let me give you my personal um.
[CUSTOMER][NEUTRAL] It's uh same, same thing, [PII].
[AGENT][POSITIVE] OK, yeah, that's the one to me, [PII] sounds like um it would be your work that's why.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEGATIVE] Yeah, no, it doesn't appear I've ever received anything.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I don't, I don't think I've ever received any email correspondence from you.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Do you mind if I put you on a brief hold really quick while I pull up um your policy and I will look into why you cannot um send that EOB and get into your account. OK. Thank you.
[CUSTOMER][NEUTRAL] Sure, that's, that's fine.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 5
[AGENT][NEUTRAL] 29
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] OK, thank you for holding so.
[AGENT][NEUTRAL] So it's not letting you in, it's not letting you into your OSC account um.
[CUSTOMER][NEUTRAL] I'm listening.
[AGENT][NEUTRAL] Possibly because you may be using your work email um if you try using the email that we have on file that it looks like your personal one.
[CUSTOMER][NEUTRAL] Let, let me, I, I believe I tried that. I tried them both.
[AGENT][NEUTRAL] You did? OK. Um.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Bear with me a second. So I shouldn't, I, I should be able to, if, if I can do it on my iPad, right? I, you're not, it's like Google's like Chrome is not the preferred browser or anything.
[AGENT][NEUTRAL] OK, you're fine.
[AGENT][NEUTRAL] Uh, so Google Chrome is a preferred browser, um.
[AGENT][NEUTRAL] Typically, like an iPad and your phone, you might be having more difficulty. So if you could get onto a laptop, it would be best.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] Alright, let's, let's do that let's, let's.
[CUSTOMER][NEUTRAL] Go to the laptop too.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] issues.
[CUSTOMER][NEUTRAL] Bear with me a sec[PII].
[AGENT][NEUTRAL] Oh, no, you're fine.
[AGENT][NEUTRAL] OK, so I pulled your account up online and it says that.
[AGENT][NEUTRAL] Uh, it says that you do not have an OSC account.
[AGENT][NEUTRAL] Do you remember signing up?
[CUSTOMER][NEUTRAL] What, what does that mean? What does
[CUSTOMER][NEGATIVE] What does OSC mean? No, I, I, I, I never, I never signed up.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Oh, I'm so sorry. OK, so you would need to sign up um for our 8 at [PII]. Um, if you sign up you'll be able to look at like all of your past claims you'll be able to upload your EOB, um, and I can give you that website as well.
[CUSTOMER][NEUTRAL] Right, so that's, that's what I was trying to do. I was trying to, I was trying to create an online account and it would not allow me with the information that I had.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you're saying the preferred browser is all right so let's.
[AGENT][NEUTRAL] What?
[CUSTOMER][NEUTRAL] Let's give it a shot. OK.
[AGENT][POSITIVE] Yeah, I can help you and walk you through it.
[CUSTOMER][NEUTRAL] He
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] APL
[AGENT][POSITIVE] So it will be secured.
[CUSTOMER][NEUTRAL] Sign in
[AGENT][NEUTRAL] Yeah, [PII], OK.
[CUSTOMER][NEUTRAL] Yep, so I'm
[CUSTOMER][NEUTRAL] Yep, that's where I'm at OK so I'm gonna go to new user right?
[AGENT][POSITIVE] Mhm. Yes, correct.
[CUSTOMER][NEUTRAL] OK, uh, which role describes you? I am an individual.
[AGENT][POSITIVE] Yes, correct.
[CUSTOMER][NEUTRAL] Last name [PII]
[CUSTOMER][POSITIVE] Yeah that that correctly.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What's my member ID?
[CUSTOMER][NEUTRAL] Or or since my, it's it's no longer active, do I need, I think I did it both ways.
[AGENT][NEUTRAL] So you
[CUSTOMER][NEUTRAL] Should I put the member ID in?
[AGENT][NEUTRAL] Yes, go ahead.
[CUSTOMER][NEUTRAL] So 02512929.
[CUSTOMER][NEUTRAL] 82, right? I don't need the letters.
[AGENT][NEUTRAL] Yes, oh, so it looks like it's going to actually be your social security number, not your policy number.
[CUSTOMER][NEUTRAL] Uh, that's probably why.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, sorry.
[CUSTOMER][NEUTRAL] OK, oops, there seems to be a problem. It appears you may not be eligible to create an account. If you have, if you believe this is a mistake, contact customer service.
[CUSTOMER][NEUTRAL] At [PII] option 4.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] So it's not allowing me to create an account.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That which this is the same, this is the same error code.
[CUSTOMER][NEUTRAL] I received.
[AGENT][NEUTRAL] Oh, it is.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Uh, just one second, let me put you on hold and ask my colleague if you, I believe you are allowed to, even if it is not active, just one second.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] OK, sorry, thank you for holding.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, so she said that you should be able to still log in even if your policy is no longer active.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let's go through.
[AGENT][NEUTRAL] Let's go through like the last name. I don't need your social but um the zip code and the email I just wanna verify everything is matching on in my system because that it that's what it goes by it goes by the information that is in our system, so it has to be like 100% correct.
[CUSTOMER][NEUTRAL] OK, so, so last name is [PII] and, and it appears that you should have that correct because that's how you have it on my policy and on the correspondence that I have received from APL so.
[AGENT][POSITIVE] Yes, uh, that is correct.
[CUSTOMER][NEUTRAL] OK, and then the social is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] See
[AGENT][POSITIVE] Yes, that's exactly what we have.
[AGENT][NEUTRAL] OK, and then.
[CUSTOMER][NEUTRAL] And then the, the, the email should be [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, that is correct. Let's see.
[CUSTOMER][NEUTRAL] And then the date of birth is [PII].
[AGENT][NEUTRAL] Yes, I have that on file too. Um.
[AGENT][NEUTRAL] The zip code?
[AGENT][NEUTRAL] Does it ask you for a zip code?
[CUSTOMER][NEUTRAL] No, uh, yeah, uh, [PII].
[AGENT][POSITIVE] Yes, that's right too in our system.
[AGENT][NEUTRAL] OK, and then you
[CUSTOMER][NEUTRAL] Yeah, that's some, yeah, because I'm, I'm, I'm receiving I received correspondence from you and so everything matches what's here.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Yeah, and when you click next it just says you're not able to create account.
[CUSTOMER][NEGATIVE] It it gives an error message that says.
[CUSTOMER][NEUTRAL] Oops! Exclamation point, there seems to be a problem.
[CUSTOMER][NEUTRAL] It appears you may not be eligible to create an account.
[CUSTOMER][NEUTRAL] If you believe this is a mistake, please contact customer service at [PII], option 4.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't think I selected. I don't know if I don't know what option that I selected you guys. No, I selected option.
[AGENT][NEUTRAL] Yeah, I'm
[CUSTOMER][NEUTRAL] Maybe we should call the option for people, huh.
[AGENT][NEUTRAL] Yeah, I'm not sure why it's not letting you log in but I can give you another option sorry you can fax your EOB over to us.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, well, it's, it's several, it's a lot of, it's a lot because they said it's like I don't know 6 or 6 or 8 different documents, so, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I can give you, um.
[CUSTOMER][NEUTRAL] It's a lot, uh, either, either way, either way, I will take the fax number just in case, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What's the fax number?
[AGENT][NEUTRAL] Yeah, I can, yeah, I'll give it to you. It's 877.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] 365
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] 142.
[CUSTOMER][NEUTRAL] 3, and if I chose to mail it, could I just mail it to the PO box?
[AGENT][POSITIVE] Yes, I can also give you that address if you'd like it.
[CUSTOMER][NEUTRAL] Or no?
[CUSTOMER][NEUTRAL] So, so what I have is [PII].
[AGENT][NEUTRAL] Let's see.
[AGENT][POSITIVE] Yes, that is correct. Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Well, I'm so sorry. Um, maybe you can try to create the account tomorrow. It could just be, I, I haven't heard that the system's down, but there could just be a glitch.
[CUSTOMER][NEUTRAL] All right, let's uh
[CUSTOMER][NEUTRAL] You just, you just never know.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Is there anything else I can help you? OK.
[CUSTOMER][NEUTRAL] Oh, all right, let me, let me try that.
[CUSTOMER][POSITIVE] No, no, that's that's it, thank you.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too, bye.
[AGENT][NEUTRAL] OK, bye.