AccountId: 011433970860
ContactId: 23eed212-286f-4392-a6fa-e60bf9c8f613
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1131449 ms
Total Talk Time (AGENT): 302671 ms
Total Talk Time (CUSTOMER): 197292 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=-1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/23eed212-286f-4392-a6fa-e60bf9c8f613_20250523T20:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Yes, hi [PII]. My name is [PII]. Um, I'm calling because I'm trying to create an account online, a user account, and it, I've called multiple times to you guys, and I always get the same message. You guys are gonna resolve it, but still I haven't gotten a call back and I cannot log in. It keeps on giving me the, uh, uh, there's a problem.
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] Uh yes.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It's 02563208 ML 7.
[AGENT][NEUTRAL] All right, thank you. And then for security, could you please verify your date of birth and address?
[CUSTOMER][NEUTRAL] Pro
[CUSTOMER][NEUTRAL] My date of birth is [PII]. Address is [PII]. That's [PII].
[AGENT][NEUTRAL] Thank you and then what would be the email address that we should have on file?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, give me just a second.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] I'm sorry, [PII], will you read me your policy number one more time? 02.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Give me one sec.
[CUSTOMER][NEUTRAL] 02563208
[CUSTOMER][NEUTRAL] M as in Mary, L as in Larry, 7.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, I see you.
[AGENT][NEUTRAL] Contacted a couple different times.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Do you know, have you ever created a login before or?
[CUSTOMER][NEUTRAL] No, I have never done.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Like I tried to, and that's what I'm trying to do. I'm trying to create the.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] The user?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it gives me it pops up a uh a message.
[CUSTOMER][NEUTRAL] And the last time they told me it was something.
[CUSTOMER][NEUTRAL] On your guys' side, not mine, or something on your system. Like they, they show that I'm there, but.
[AGENT][NEUTRAL] Yeah, it looks like it's
[AGENT][NEUTRAL] Yeah, you are. Everything is like active. It's not like you don't have a policy, um.
[AGENT][NEUTRAL] Let me see. I was just gonna see what it says, um.
[AGENT][NEUTRAL] Online here.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Because I even like the last time I told the person I spoke to is like if you want create it for me and then when I go in I'll just change the password.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] Yeah, cause it won't.
[AGENT][NEGATIVE] It says no user found, like it's not the right information, even though.
[AGENT][NEUTRAL] It is um.
[CUSTOMER][NEUTRAL] Yeah, because the first time it was because of the email, the email because it seems like it was registered with my work email.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then they changed it from my personal email?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But still, everything else, it's the same and I told them if it was, you need my per my work email, I can give it to you and they're like, no, no, we change it to the personal one.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So yeah, I see that they changed the email.
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] OK, um, let me reach out to my help desk and see what we do on this [PII] because I don't have a way unfortunately just to create the user name or password um the only way I would be able to do that is online and whatever is going on, it hasn't been resolved because it's still saying the same thing so let me see who I need to reach out to to try and get this resolved.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do you mind holding on the line for me one moment?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sure, no problem.
[AGENT][POSITIVE] Thanks.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I know all this. I'm trying.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII], are you still there?
[CUSTOMER][NEUTRAL] Yeah, I'm still here.
[AGENT][NEUTRAL] All right, sorry about the hold on that so I reached out to the previous agent um that you had spoken with originally in the beginning of the month just to see if they had heard anything back from the IT department when they had sent the request um to see if there was any sort of update or anything like that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Unfortunately they hadn't heard anything back from IT as of yet so my managers advised me to submit another request and mark it as urgent um and let them know that you know you've been waiting uh to hear on this so I am escalating it as high as I can.
[AGENT][NEUTRAL] Unfortunately, that's really all I can do as of today. Um, you just were wanting to get on to basically manage the policy from there is that kind of what you were looking to do?
[CUSTOMER][NEUTRAL] Yeah, and to see and to just see what because I've, I've been, I just wanna make sure that certain things got paid and stuff like that because I'm getting invoices for it so I wanted to check if that was already been paid or not.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I just want to be able to manage with not be blind and and not on that account.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Right, absolutely. OK. Um, so I, I can tell you that in looking at your policy, there's not been any claims ever submitted on this.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So if you're getting any sort of um outstanding medical invoices, I would be reaching out to them and letting them know that you have this as a secondary um and that they can.
[CUSTOMER][NEUTRAL] And I provide it to them. That's the thing.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] I provide them with that information when I go in into the to the to the doctors and all that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I mean, I don't see that anybody has filed a claim on the policy, so, um,
[AGENT][NEUTRAL] If you're getting the outstanding bills, you can do one of two things, um, you know, let them know that the secondary insurance has not received any claims for the dates of service.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, the other option then would be to once we get you signed into the account online you can always submit them yourself of course as well.
[CUSTOMER][NEUTRAL] OK, yeah, I wanna, that's why in, in another way where I wanna have that access so I know if, if because I will, I'll insist for them to do it, but if not, if there's a way that I can do it because I don't want it to affect that I cannot go to the doctor because there's something pending or that I have to pay before I can be seen.
[AGENT][NEUTRAL] Mm, OK, all right um well what I can do is do you have a good callback number?
[CUSTOMER][NEUTRAL] The one the only one I have is my cell phone, the [PII].
[AGENT][NEUTRAL] OK, so if you would like, what I can do is submit the request today and escalate it. Uh, I don't know what time zone are you on? Are you on Eastern time?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, it's time.
[AGENT][NEUTRAL] OK, so it's [PII] right now Central time. I'm leaving for the day and we are closed on Monday. So I can give you, yeah, so I can give you a call on Tuesday and just let you know what I've heard back, um, and follow up.
[CUSTOMER][NEUTRAL] We are too.
[CUSTOMER][POSITIVE] That'll be great.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, that's fine.
[AGENT][NEUTRAL] OK. All right. [PII], my name is [PII] and I'll be the one calling you back. Um, I come in at [PII] central time, so that would be [PII] Eastern time. Is that too early to call you or is it OK to call in the morning?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] No, that's fine, that's fine.
[AGENT][POSITIVE] OK, I will give you a call.
[CUSTOMER][NEUTRAL] I'm already up at that time anyways.
[AGENT][NEUTRAL] OK, I just want to make sure I will give you a call on Tuesday morning and just let you know what I've heard in regards to this, OK?
[CUSTOMER][POSITIVE] OK perfect thank you [PII] have a great weekend.
[AGENT][POSITIVE] Yeah, you too have a good weekend.
[CUSTOMER][NEUTRAL] Mhm bye.
[AGENT][NEUTRAL] Bye bye.