AccountId: 011433970860
ContactId: 1e8097a2-60ef-424d-bccf-e50bd5d873b1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 561840 ms
Total Talk Time (AGENT): 231792 ms
Total Talk Time (CUSTOMER): 150561 ms
Interruptions: 3
Overall Sentiment: AGENT=2.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/1e8097a2-60ef-424d-bccf-e50bd5d873b1_20250602T21:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, I'm calling because I'm trying to get into my account and have you guys changed your website or anything like that?
[AGENT][POSITIVE] Yes ma'am, we opened up a brand new online service center this morning and I can help you into it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Can I, um
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Please get your name and your call back number.
[CUSTOMER][NEUTRAL] I'm sorry, you're cutting in and out. What were you saying?
[AGENT][NEUTRAL] Oh, I'm, uh, can I get your name and your callback number?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] And best phone number to call me back is [PII].
[AGENT][POSITIVE] Thank you very much and you're trying to get into the online service center for yourself or are you with a group or a provider?
[CUSTOMER][NEUTRAL] It's for myself.
[AGENT][NEUTRAL] OK. And what is your policy number, [PII]?
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 286509 ML 8.
[AGENT][NEUTRAL] OK, let me look up your policy real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your address, phone number, and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Address is [PII].
[CUSTOMER][NEUTRAL] Uh, email address is first name [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you said phone number, right?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, the phone number that I.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. I appreciate you verifying your information for me. So in the online service center, the new one,
[AGENT][NEUTRAL] At the welcome screen underneath where it says log in on the left of it there's a blue highlighted um create your OSC account.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You'll need to click on it.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Now the new online services.
[CUSTOMER][NEUTRAL] OK, so is the agency insured or?
[AGENT][NEUTRAL] You're the individual.
[CUSTOMER][NEUTRAL] Insured.
[AGENT][NEUTRAL] You're the insured, yes.
[AGENT][NEUTRAL] And you'll need to use your email address now instead of your um username and password.
[CUSTOMER][NEGATIVE] OK I have tried to do that, but at the same time, um, it doesn't send anything to my email.
[AGENT][NEUTRAL] OK. I want you to go ahead and get completely out of it because it might be trying to uh capture what you've already tried to do. So go ahead and get completely out of it and then in your browser type back in [PII].
[CUSTOMER][NEUTRAL] OK, give me one second.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Oh wait, I think it just worked.
[AGENT][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Let me just while I'm here on the phone with you, let me just go ahead and create it.
[AGENT][POSITIVE] Yes, I'll stay on the phone with you until you're comfortable.
[CUSTOMER][NEUTRAL] OK, it says claim not verified. Oh no, just kidding.
[AGENT][POSITIVE] You should be getting it
[CUSTOMER][NEUTRAL] I have to send the code.
[AGENT][NEUTRAL] Yes, you'll get a code and you'll have to put that in.
[CUSTOMER][NEUTRAL] He probably got a lot of phone calls about this new transition.
[AGENT][NEUTRAL] Yes, we yes, we, yes, we just did it today and once you get in there, you're gonna say you're gonna love it so much better, but change is always different for some people, but once you get in and navigate it, I think you're gonna like it much better. But yes, we have been getting a lot of calls this morning all day about it because it just opened up today.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, yeah, it's loading in. Perfect.
[AGENT][POSITIVE] You got it? Oh, good, good deal.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] I'm so proud.
[CUSTOMER][POSITIVE] Perfect. Um, let me ask you a question now that I just have you on the phone. Sorry.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] No, not a problem.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I am
[CUSTOMER][NEUTRAL] I am due in July. Um.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yay!
[CUSTOMER][NEUTRAL] And obviously I have this gap insurance and I have to I have to provide this to the hospital. Anything that they do with the baby that my insurance doesn't cover, will the gap insurance cover?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Well, um, and, and this is just to verify your benefits. It's not a guarantee of payment. So your primary insurance, um, will be billed first, of course, and then this one's secondary, and it helps with, um, it doesn't pick up everything, the first one doesn't. What it does help with is deductible, co-pay, and co-insurance.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Only those 3 things.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] And then uh and then you can go to your group uh when you get after you have baby if you wanna go to the group and have your baby added on to your policy you can do that too and they can add baby onto policy so if baby has any um bills while in the hospital you could also file for your new baby too.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, OK, perfect. And, and this, and this new application, where can I see the claims that I've put in? Oh, never mind, I think I just saw it, never mind. I thought it, never mind.
[AGENT][POSITIVE] And did you find them claims? OK, good. All right. Yeah, yeah, I, I hope you like it. I think it's gonna be easier to navigate just from what I've done with it, um, looking in it and testing it. Yeah, I think it is, and filing a claim is a whole much easier process.
[CUSTOMER][NEUTRAL] Yeah, I find them.
[CUSTOMER][NEUTRAL] Yeah, it kinda is.
[CUSTOMER][POSITIVE] Perfect. No, honestly, I think it, it, it, from what I'm seeing, it's a lot easier.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Well, good. I'm glad you like it. We're, we're pretty proud of it. It's been a, a long drawn out process, but
[AGENT][POSITIVE] Uh, I'm glad that you, you appreciate it.
[CUSTOMER][POSITIVE] Alright, perfect. Thank you so much for your help.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Well, you're very welcome and congratulations on your new baby and I hope everything is gonna go perfect for you.
[CUSTOMER][POSITIVE] Mhm. Thank you so much.
[AGENT][POSITIVE] You're very welcome. Is there, bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.