AccountId: 011433970860
ContactId: 1ea685ff-a8fc-4d6a-9a13-152e0dda8cef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 720570 ms
Total Talk Time (AGENT): 357496 ms
Total Talk Time (CUSTOMER): 199951 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/1ea685ff-a8fc-4d6a-9a13-152e0dda8cef_20250416T19:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes, I'm trying to get into my online account, um, but I never have before and it's saying it doesn't recognize my information.
[AGENT][NEUTRAL] OK, I can help you with that, sir. Do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, yes, is it the, uh, payer ID?
[AGENT][NEUTRAL] It may say certificate uh number or certificate ID.
[AGENT][NEUTRAL] Maybe starts with like a 02 or 01.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh, OK, um.
[CUSTOMER][NEUTRAL] Let's see, there is an in hospital benefits cert number and an outpatient benefits cert number and a payer ID.
[AGENT][NEUTRAL] OK, the in hospitals is fine. This is the same as the outpatient except for like the ML 7 ML 8, you know, we just need those eight digits in front of it.
[AGENT][NEUTRAL] You just give me the, give me that impatient.
[CUSTOMER][NEUTRAL] Oh, OK, it is.
[CUSTOMER][NEUTRAL] 4.
[AGENT][NEUTRAL] I'm sorry, you cut out.
[CUSTOMER][NEUTRAL] 654
[CUSTOMER][NEUTRAL] The numbers are 024.
[CUSTOMER][NEUTRAL] 65411
[AGENT][NEUTRAL] 02465411. Is that correct?
[CUSTOMER][NEUTRAL] Yes
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, we'll do a verification and we'll also make sure all your information is correct because if one letter, one number, anything's off it won't let you set up the account. So let's start with uh let me have your name please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And that's [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, thank you. Um, can we verify your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Wonderful. All right. Next, let's verify your address.
[CUSTOMER][NEUTRAL] Um, currently it is [PII].
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Let's see, let's start over because that's, I don't, we don't have that address in our system. We have a different address.
[CUSTOMER][NEUTRAL] Yeah, I moved at the end of the year so it's probably my previous address.
[AGENT][NEUTRAL] Can we verify that one real quick, then we'll add your new one.
[CUSTOMER][NEUTRAL] The old address?
[AGENT][NEUTRAL] Please, yes.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] ZIP code [PII].
[AGENT][POSITIVE] Wonderful. Thank you. OK, let's add that new street address.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was that again, please?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And do you have an apartment number?
[CUSTOMER][NEUTRAL] Apartment
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] Thank you. Did you say uh [PII]? I'm not sure how you pronounce it. OK. And that's
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] I'm sorry. We kinda keep getting cut out. Can I have that one more time, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let me update that in one more place.
[AGENT][NEUTRAL] And then we'll finish our, see that right there alone would have kept you from getting in because it, it asks for your zip code.
[AGENT][NEUTRAL] And your zip code has changed.
[CUSTOMER][NEUTRAL] Mhm OK.
[AGENT][NEUTRAL] Alright, in the next 2 days, let's verify your phone number and then your email address, please.
[CUSTOMER][NEUTRAL] Alright, so phone number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Good, that's what we have in the system and it looks like that's the number you're calling from. And Mr. [PII], the last thing, let's verify your email address.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, so I have a couple. Um, it should be under [PII].
[AGENT][NEGATIVE] That's it. Thank you. Uh, I'm not selling spelling something right here, does not like that.
[AGENT][NEUTRAL] Huh.
[AGENT][NEUTRAL] [PII] It doesn't like the zip code I have it, you know, the new zip code.
[AGENT][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] What do you have?
[AGENT][NEUTRAL] [PII]. OK. The [PII] sound right to you, but it is, but it should be [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And the zip code, was that, you said [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, that's it, got it, got it. Alright, are you where you can um.
[AGENT][POSITIVE] A tip to set that up for us while we're on the phone together and we'll walk through and make sure that you can get in there. OK, I'm gonna pull it up as well.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, I do see you haven't set it up yet. I just wanna make sure that you didn't have an account with us already because we can see your user name but we can never see your uh password.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you click that first circle you do new user then the uh which role best describes you would be I'm an individual with an APL insurance policy.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, wonderful.
[CUSTOMER][NEUTRAL] So it's type in
[CUSTOMER][NEUTRAL] Last name and then.
[CUSTOMER][NEUTRAL] Social security number or member ID which one.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] It, your social security number is what it's gonna ask for because we don't have a member ID number for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Residential zip code [PII].
[CUSTOMER][NEUTRAL] Email [PII].
[CUSTOMER][NEUTRAL] Let's put
[CUSTOMER][NEUTRAL] It's just in case.
[CUSTOMER][NEUTRAL] Date of birth [PII].
[CUSTOMER][NEUTRAL] Like.
[CUSTOMER][NEUTRAL] Oh, that's how it wor[PII].
[AGENT][NEGATIVE] Yes, it was that zip code that was messing you up.
[AGENT][POSITIVE] Oh my goodness.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] So you got in there now it's gonna want you to set, you know, your your username and password. I will take for the password it doesn't like for you to use any part of your email address.
[CUSTOMER][NEUTRAL] Can I use uh my email address for the username?
[AGENT][POSITIVE] I think so. I believe you may be able to do that. Um.
[AGENT][NEUTRAL] And you may want to keep it just short and simple, whatever you want to do like maybe [PII] for your username or something like that, just whatever is easiest for you to remember.
[CUSTOMER][NEUTRAL] Let's give it the
[CUSTOMER][NEUTRAL] Right, and I have a terrible memory, so that is important.
[AGENT][POSITIVE] No, it's just we have passwords for everything we do now. Oh my goodness.
[CUSTOMER][NEUTRAL] Oh, that's
[CUSTOMER][NEGATIVE] Um, it just becomes a whole problem.
[AGENT][POSITIVE] Oh my goodness, everything's a password.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Your account has been successfully created.
[AGENT][POSITIVE] Wonderful, wonderful. Let's see, let me hit beginner, see if I can see it.
[AGENT][POSITIVE] OK, I do see it. Wonderful. So, Mr. [PII], is there anything else we can help you with today?
[CUSTOMER][NEUTRAL] Um, I don't know if you can, but I'll go ahead and give it a try, um, to see if you can. Um, I have had this policy for about a year now, um, and I haven't been using it. Um, I thought it only applied to, uh, any that applied towards the deductible, but our benefits specialist said no, you can submit, you know, co-pays, uh, urgent care, stuff like that. Um, so how exactly do you, how do you, how do you go about that?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] submitting your claims.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, alright, for that, if you don't mind, what I would need to do is place you through to somebody who can assist you much better, uh, with your claim information.
[AGENT][NEUTRAL] And yes, you do want to submit any claims just to make sure that anytime you present your major medical card, you present that gap card.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And so, you know, and file your claims and just it didn't hurt just to file it and see, but you know if it's anything there to be paid on so let me if you don't mind.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I am going to find someone who can better assist you with any kind of information regarding the claims.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, alright. Well, Mr. [PII], I'm glad you were able to get into your online service center account. I wanna thank you for calling APL and I hope you have a fantastic day. You will not have to go back through the verification. I'll let them know we verified and updated your information. So give me just a moment, please.
[CUSTOMER][POSITIVE] Awesome thank you very
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][POSITIVE] Hi [PII], this is [PII] and I don't think I have a bad one today.
[CUSTOMER][POSITIVE] Yay!
[AGENT][POSITIVE] Yeah, I know, right? You answered, I went, oh [PII], no, oh no, he's real nice. Everything, he's just, he just, he just got his online service center set up, wants to know how to do claims and he's got stuff he never filed. He didn't know he could.
[AGENT][NEGATIVE] And can you help with that? Is that a claims thing? I don't even know who to send anything to anymore.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that's me. That's me. I can help him file a claim.
[AGENT][POSITIVE] Oh bless you.
[AGENT][POSITIVE] OK, he's very nice. Um, the policy is 246.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 5411.
[CUSTOMER][NEUTRAL] OK. 246-541-1.
[AGENT][NEUTRAL] We have verified his information and updated his address.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The number he is calling from is the number we have on file and I can still give that to you.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I got it [PII].
[AGENT][NEUTRAL] Yes, ma'am, and he's, that's what we have for him in the system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alrighty, you can go ahead and put him through, [PII]. I am.
[AGENT][NEUTRAL] Are you ready?
[AGENT][POSITIVE] OK, thank you, dear. Thank you. Bye.
[CUSTOMER][POSITIVE] You're welcome.