AccountId: 011433970860
ContactId: 2484d7f3-8f18-4548-a24f-552a254f304e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 521820 ms
Total Talk Time (AGENT): 276439 ms
Total Talk Time (CUSTOMER): 158313 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/2484d7f3-8f18-4548-a24f-552a254f304e_20250204T17:48_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I was trying to log in and evidently I don't remember my password or my uh username.
[AGENT][POSITIVE] OK, I can definitely help you with getting on to the online service center.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] But before we proceed, is it possible to get your name and a callback number in the event that we get disconnected please?
[CUSTOMER][NEUTRAL] Uh my name is [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Phone number is [PII].
[AGENT][POSITIVE] Thank you for that, Mr. [PII]. And do you happen to have your policy number by chance so I can assist you further?
[CUSTOMER][NEUTRAL] Yes ma'am, 246-1666.
[AGENT][NEUTRAL] You said 246-1666.
[CUSTOMER][NEUTRAL] That's what I wrote down.
[AGENT][NEUTRAL] OK. Just wanted to make sure. And can you also verify a couple of things for me, Mr. [PII]? Can you verify your date of birth and your mailing address, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you
[AGENT][NEUTRAL] Thank you for that and that is what we have on file and since you are registering on the online service center, I need to check your email. Can you also verify that too, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you again Mr. [PII] and that is what we have on file if you'll just bear with me one moment I'm gonna go in here on our admin site and see if you do have an account created and if so I can pull your user name and that will allow you to reset your password bear with me one moment please.
[AGENT][NEUTRAL] OK, so you do have an existing account that is active. Your username is actually your first name?
[AGENT][NEUTRAL] Your middle initial, it may be, [PII] and then your last name. Your first name, the capital letter is [PII], and then you capitalize your J and your F in this as well. And then the last part of it is 12.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So it's [PII] for 12.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Alright, I didn't put the 12 behind it that's what happened.
[AGENT][NEUTRAL] We have to keep up with so many.
[CUSTOMER][NEUTRAL] When I was putting it in my username, I just put [PII] for it, but I didn't put the 12.
[AGENT][NEUTRAL] Yes, sir. Yeah, we have to keep up with so much these days and due to technology, it's hard to keep up with it all. And if you'll go in there and click forgot password, it'll ask you for your username and then it should prompt, send you a prompt within, it's usually within 2 minutes. Um, it sends you a code so you can create a new password. So when you create that new password, make sure you set it up with one cap.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] One number and a special symbol like the money sign or exclamation.
[AGENT][NEUTRAL] And if you're able to do it, I can stay on the line with you just to make sure you get access.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Let me, uh
[CUSTOMER][NEUTRAL] Put in my I'm already on the thing. I just gotta put my uh.
[CUSTOMER][NEUTRAL] 848
[AGENT][POSITIVE] And take your time, no rush.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] OK next.
[CUSTOMER][NEUTRAL] OK, and it's telling me I put in my user my username [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] and I hit next.
[CUSTOMER][NEGATIVE] And it tells me the provider user name does not exist.
[AGENT][NEUTRAL] Did you click on forgot password and that's what you put in?
[CUSTOMER][NEUTRAL] No, it's telling me uh.
[CUSTOMER][NEUTRAL] Uh, let me just start over, OK.
[AGENT][POSITIVE] Yeah, go out of it and come back in for me, um, and I'm fixing to go to our APL site so you're gonna.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] The first when it first pulls up, it has a log in and new user you're just gonna go under log in and click on forgot or reset password it's at the bottom of the box.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] APL secured.
[CUSTOMER][NEUTRAL] It is.
[AGENT][NEUTRAL] Your account's not locked or anything, it's showing active, so it should automatically prompt a code.
[CUSTOMER][NEUTRAL] OK, I try to use it when I thought my password was. I'm gonna go ahead and I got.
[CUSTOMER][NEUTRAL] [PII] in there.
[CUSTOMER][NEUTRAL] Um, I'm not, am I supposed to have spaces between that or just straight, uh.
[AGENT][NEGATIVE] It's, it's all together. It appears that you added no spaces.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] I didn't think about that. I guess that, that probably would help too to let you know that. Sorry about that, Mr. [PII].
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] OK, so now I'm gonna click forgot that. Well, hold on.
[CUSTOMER][NEUTRAL] OK, let me in that car.
[AGENT][NEUTRAL] OK, so you already need your password. OK.
[CUSTOMER][NEUTRAL] I clicked with my password. I thought.
[CUSTOMER][MIXED] Yeah my password was correct just my username wasn't correct.
[AGENT][NEUTRAL] OK, well, you're good to go. You don't have to reset your password, but if any time that does happen and you forget your password, all you have to do is just click that link and it'll um ask for username and prompt you with a code to redo everything. Is there anything else?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Because I'm trying to fill out my, I'm trying to fill out my financial claim.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I, uh
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think I already started it.
[CUSTOMER][NEGATIVE] Claim process in the past 24 months. No, it don't show anything. All right.
[AGENT][NEUTRAL] Yeah, if it's out there, it would show.
[CUSTOMER][NEUTRAL] So I'm gonna just have to go to file a will in this claim and huh.
[AGENT][NEUTRAL] If it's out there, it'll show you that it was, it was started, if it's still there. Um, if you didn't complete it, it probably just didn't save, so you'll probably have to start over again.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, what I'm doing, I'm following on, uh, I had colon cancer and I just did my surgery and all. I got my, uh, pathology report and all that.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] I got my, uh, bill for it. Do I just need to send in my pathology report showing that I have had cancer, or do they need, uh, copies of my, uh, hospital bills also?
[AGENT][NEUTRAL] Let me look at your policy. Give me one moment.
[AGENT][NEUTRAL] Your pathology report helps signify that you are in fact diagnosed with cancer, but you also have other benefits, Mr. [PII], that may be payable for some of the medical expenses. I would suggest that you send everything in, um, that, that way, you know, if they did, you said something about a surgery, it does look like you have a surgery writer on here. I'm not sure what the total benefit detail is. Um, it doesn't relay that information to me, but
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] You know, whatever we can pay, we'll pay within the policy and of course the remainder will be your responsibility so I would send all of it just to make sure and you can download it on the OSC as well.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] So y'all pay this to the hospital and the uh to the hospital and not to me?
[AGENT][NEUTRAL] Well, well, since your filing is gonna go to you, we pay whoever files the claim. If the provider has not submitted anything on your behalf and you're doing it, um, like you stated, then of course, it, you know, it goes back to you. And I'm not showing we received any claims on you. So at this point, as long as you submit everything to us, we will definitely be able to review and reimbursement will go back to you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK thank you ma'am I appreciate it.
[AGENT][POSITIVE] Not at all, Mr. [PII]. No problem at all. Is there anything else I can help you with before you go?
[CUSTOMER][NEUTRAL] That'll be it.
[AGENT][POSITIVE] Well, it was a pleasure speaking to you, Mr. [PII], and you have a wonderful day and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you for your assistance I appreciate it.
[AGENT][POSITIVE] You're welcome. Thank you again. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.