AccountId: 011433970860
ContactId: 26495940-548c-491b-b23d-06e3bd04ec39
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 682469 ms
Total Talk Time (AGENT): 314081 ms
Total Talk Time (CUSTOMER): 263464 ms
Interruptions: 5
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/26495940-548c-491b-b23d-06e3bd04ec39_20250417T19:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. I have a lady on the phone that's trying to get in her online service in her account.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] OK, let me have that policy number, please.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] She does not remember her username. I can't see that, so I don't know.
[AGENT][NEUTRAL] OK. Do you have the policy number? That's fine.
[CUSTOMER][NEUTRAL] How to help her.
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 573-221
[AGENT][NEUTRAL] I you know.
[CUSTOMER][NEUTRAL] It is the in.
[AGENT][POSITIVE] Wonderful.
[CUSTOMER][NEUTRAL] I verified her date of birth.
[CUSTOMER][NEUTRAL] Address, email address and all that.
[AGENT][POSITIVE] You are awesome. Do you verify her phone number?
[CUSTOMER][NEUTRAL] I did not, oh yeah, I did [PII].
[AGENT][NEUTRAL] OK. Oh, OK.
[AGENT][NEUTRAL] No, that's fine. I just wanna make sure because everything has to be correct in the system or it will not work.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I verified all that. I just don't know how to help her get into the online service center.
[AGENT][POSITIVE] You're awesome. Thank you, dear.
[AGENT][NEUTRAL] You're fine. I will help. Is this, oh, how do you
[CUSTOMER][NEUTRAL] I call her AJ so I don't know how do you say her name.
[AGENT][NEUTRAL] Is that what she said? She goes by.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] She says AJ, OK, put, put, put Miss [PII] through.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] All righty, thank you, [PII].
[AGENT][POSITIVE] Thank you, dear. Have a good day.
[CUSTOMER][NEUTRAL] Mhm bye bye you too.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Good afternoon. This is [PII] in customer service. Do I have um Miss [PII]? Is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Alright, wonderful.
[CUSTOMER][NEUTRAL] Uh, you have AJ on with you.
[AGENT][NEUTRAL] OK, wonderful. So Miss [PII], um, [PII] tells me that you're calling today because you cannot get into your online service center account, is that correct?
[CUSTOMER][POSITIVE] That's right.
[AGENT][POSITIVE] Oh, wonderful. I, well, not wonderful, you can't get into it, but I can help you with that. And let's take a look and see what we have here. Let me um
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Take a look, OK, I do see your uh user name.
[AGENT][NEUTRAL] And when you're ready I can give that information to you.
[CUSTOMER][NEUTRAL] OK, let me go back to the log in.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] So I tried password reset and it tells me that we can't reset your your your options.
[AGENT][NEUTRAL] Ah.
[CUSTOMER][NEUTRAL] Um, uh, user name?
[AGENT][POSITIVE] OK, are you ready? You're ready.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, all right, so everything is lower case and it's um A [PII]
[AGENT][NEUTRAL] The letter [PII].
[AGENT][NEUTRAL] And those are digits, [PII].
[CUSTOMER][NEGATIVE] [PII], I'm a dumb ass.
[AGENT][NEUTRAL] I'll say that
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][NEUTRAL] thought that I would have used that to register with one of my work accounts. Oh my [PII].
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] So that does sound familiar to you?
[CUSTOMER][NEUTRAL] Let's try the.
[CUSTOMER][NEUTRAL] Yes, that's everything that I use on my personal account but not business.
[CUSTOMER][NEUTRAL] Yeah, I
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So I am looking at my account and.
[CUSTOMER][NEUTRAL] [PII] um
[CUSTOMER][NEUTRAL] Um, so I have a claim to submit. How doesga work?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's, uh, well, actually, I wish we still had Ms. [PII] on the phone cause she was in claims and I am in customer service.
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Got you, got you, got you.
[AGENT][NEUTRAL] Is there a place there that shows you where you can upload a claim?
[CUSTOMER][NEUTRAL] Well it says here my claims upload files so um claim forms I see where I can.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] File a claim. Oh, I gotta sign in again, um, file a claim online 24/7.
[CUSTOMER][NEUTRAL] And either I can mail it or fax it. I also have that, um.
[CUSTOMER][NEUTRAL] Let's see here it says an accident claim form, cancer claim form.
[CUSTOMER][NEUTRAL] Change request claim form.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Can you tell me what I purchase? I purchased.
[CUSTOMER][NEUTRAL] Yeah, I did I purchase hospital?
[AGENT][NEUTRAL] Let's see what you have with us. I do see your GAP policy. Um, let's take a look here. OK, with APL you only have the gap insurance.
[AGENT][NEUTRAL] Um, yes, ma'am. Let me see, I'm looking with you at the forms, see if it says anything about gap on here, um, or if it's just a generic form in there.
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] OK, I do see a med link and our gap is called Medlink, and I believe it's on page 2. It says Medlink, uh, claim form.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] For me, OK, I'm on page 1. Let me get to page 2.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] That's the 3rd 1 down.
[AGENT][NEUTRAL] If our screens are lining up together.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] So I am downloading that form.
[CUSTOMER][NEUTRAL] And then, oh, forget adobe.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I just want to download it.
[CUSTOMER][NEGATIVE] Would you believe I can't also remember my damn Adobe password, but I've got that one done now. Too many passwords.
[AGENT][POSITIVE] I would believe it because we have so many passwords for everything we do in life.
[AGENT][NEUTRAL] Everything.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, under, under where it says medlink claim form there are you'll do the little drop down button where it says details, uh, view details does give you a little bit of instruction right there.
[CUSTOMER][NEUTRAL] Um, and then.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, now what if I purchased um.
[CUSTOMER][NEUTRAL] See, and it doesn't tell me or I'm limited with what I can see.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] When I go to my benefits site, um, so with APL I only have the Medin gap, right?
[AGENT][POSITIVE] Correct. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, um.
[AGENT][NEUTRAL] And it works with your major medical card.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yes, so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] How does it work? Will it pay?
[CUSTOMER][NEUTRAL] The, the, the deductible dollar doctor bill, or do I have to pay that and it reimburses me? Or is that a question for [PII]?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I about to say what I'm gonna have to do is place you through to someone who can much better assist you with that information.
[AGENT][NEUTRAL] Um, and we may not get [PII] this time, but we'll get someone who can better, you know, better help us. So, do you mind, Miss [PII], if I put you through to someone that can assist you?
[CUSTOMER][POSITIVE] OK, sounds good.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, I don't mind. I appreciate your help [PII].
[AGENT][POSITIVE] Certainly, certainly. I'll tell you what, you have a fantastic day and I want to thank you for calling the APL and you won't have to go to the verification. I'll let them know that you've been verified with [PII].
[AGENT][NEUTRAL] Give me one moment please, ma'am.
[CUSTOMER][POSITIVE] Sounds good. Bye-bye.
[AGENT][NEUTRAL] But
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hello, [PII]. This is [PII]. They have us connected together, girl. They have us connected.
[AGENT][NEUTRAL] Oh, yes, they do.
[CUSTOMER][POSITIVE] Yes, they do. I think they do.
[AGENT][POSITIVE] And I have the sweetest lady on the phone. I'm so glad we're getting good calls.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] All right, Miss, Miss [PII], she was transferred to me from claims from [PII] and [PII] verified all the information, but she is verified. She was transferred to me to assist with the online service center. I helped her with that. She's now she just has questions about her gap and how it works basically and she may ask you how to upload a claim. We got, OK, and the policy is 257.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 32, 21.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Let me pull that up real quick.
[AGENT][NEUTRAL] Let's
[CUSTOMER][NEUTRAL] OK, and that's miss.
[AGENT][NEUTRAL] Uh, AJ AJ.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh, how do you say
[AGENT][NEUTRAL] AJ
[CUSTOMER][NEUTRAL] AJ, OK, that will, I can work that.
[AGENT][NEUTRAL] AJ
[AGENT][NEUTRAL] That's what [PII] said she called her and I said, Miss AJ.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, uh, you know, so I guess that's her first, you know, it is her first initial and middle name initial. So, um,
[CUSTOMER][NEUTRAL] Huh.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so her phone number is the same that we have in the system, but I can give that to you real quick.
[CUSTOMER][NEUTRAL] I've got it right here [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] That's it, darling. That is it.
[CUSTOMER][NEUTRAL] And she needs benefit information and how to file a claim, is that correct?
[AGENT][NEUTRAL] I, I know she definitely wants the benefit information, and we did go to the website and locate the meddling claim form and she may ask you how to do, you know, get that what she needs to do with that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, you can go ahead and put her through.
[AGENT][NEUTRAL] OK, right.
[AGENT][POSITIVE] Thank you, Tho. You have a great day, dear.
[CUSTOMER][POSITIVE] You're welcome, [PII]. Bye-bye.
[AGENT][NEUTRAL] Bye