AccountId: 011433970860
ContactId: 268f422f-014f-4be4-9d53-77d0e86a4d80
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 536090 ms
Total Talk Time (AGENT): 285294 ms
Total Talk Time (CUSTOMER): 194474 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/268f422f-014f-4be4-9d53-77d0e86a4d80_20250205T14:22_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], how are you doing?
[AGENT][POSITIVE] I'm good, and yourself?
[CUSTOMER][POSITIVE] Uh, I'm doing all right. I, um, just received, I just received the uh.
[AGENT][POSITIVE] Yeah, how can I help you today?
[CUSTOMER][NEGATIVE] My, I guess these are my, my insurance cards for lack of a better word.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and I'm doing the registration on your website and it's asking me for a member ID, but I don't actually see a member ID on these cards that I was sent.
[AGENT][NEUTRAL] OK, yes, sir, so you're trying.
[CUSTOMER][NEUTRAL] Where would I find that?
[AGENT][NEUTRAL] OK, so you're trying to set up your profile in the APL online service center, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, so, well I can help you with that. Uh, first of all, who am I speaking with?
[CUSTOMER][NEUTRAL] My name's [PII].
[AGENT][NEUTRAL] Thank you, Mr. [PII]. What is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the policy number that's on that card, you should have a policy certificate or depending on the type of coverage you have, Mr. [PII] as to how it's worded.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] There's a payer ID, a group number.
[AGENT][NEUTRAL] No. No, sir. There should be another number also.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The policy number 0259.
[CUSTOMER][NEUTRAL] 2996.
[AGENT][NEUTRAL] OK, thank you. So give me a moment to get your information pulled up.
[AGENT][NEUTRAL] OK, so first off, Mr. [PII], if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The uh phone number that we have on file for you is the same as the one that you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you and lastly your email address and this does appear to be your work email.
[CUSTOMER][NEUTRAL] Oh, that would be [PII].
[AGENT][NEUTRAL] OK, thank you for verifying all of that. So on that particular, that's where you've got the 5 boxes that you're filling in the requested information, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so that is where you're gonna have to use your social security number because your group does not have a member ID.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do I need to use my work email for this?
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] You do. Uh-huh.
[CUSTOMER][NEUTRAL] OK. Oh, OK.
[AGENT][NEUTRAL] Unless I, I can update it but depending on, unless you reach out to them.
[AGENT][NEUTRAL] And let them know that you've changed that. There's a possibility, Mr. [PII], that it could.
[AGENT][NEUTRAL] Revert back
[AGENT][NEUTRAL] When we receive, you know, any enrollment file information, if they are showing it as your work, it will override the change that I make, but, you know, we can try it.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Is the is there a way to have a secondary and, and the only reason I ask is.
[AGENT][NEUTRAL] No, sir.
[AGENT][NEUTRAL] Yes sir, well it can only have but for security it can only have the one email. Now I can change it to give you enough time to set up your profile.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If you wouldn't want to do that.
[CUSTOMER][NEUTRAL] Uh, uh, well, yeah, I, I'm on PTO this week and, uh.
[AGENT][NEUTRAL] OK, fine.
[CUSTOMER][NEUTRAL] Uh, I, I just got all this paperwork today, so, or, or yesterday.
[AGENT][NEUTRAL] No, I got you. OK.
[AGENT][NEUTRAL] OK, so what email would you like for me to
[CUSTOMER][NEUTRAL] So yeah, I was just trying to make it easy for her it's, it's not a big deal. I can, I can go ahead and go through the registry. Is this gonna make me do like a.
[AGENT][NEUTRAL] Update that too.
[CUSTOMER][NEUTRAL] Verification pin thing or something.
[AGENT][NEUTRAL] Mm, you will actually, yes, it's going to you'll have to set up your own username and password now I can email you, can you access your work email from home this week or no?
[CUSTOMER][NEUTRAL] Yeah, I can.
[AGENT][NEUTRAL] OK, so what I
[CUSTOMER][NEUTRAL] I just gotta go get my, my phone.
[AGENT][POSITIVE] I got you. OK, so what I can do.
[CUSTOMER][NEUTRAL] My, my work phone.
[AGENT][NEUTRAL] If I can actually email you a user guide that gives instructions on like not only setting up the profile but then the different things that you can do within the pro in the portal once it's been set up.
[CUSTOMER][NEUTRAL] I'll go through the set up and I may and I may give you a call back and and see about that right now I was just trying to get the registration finished.
[AGENT][NEUTRAL] you like
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Oh, what all does, uh, and, and the documentation I had was pretty light. So, um, what all and maybe this is once I get logged in I can see it. Is there a list of what services are covered or not or?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yes, sir, you should have a full copy of your policy certificates in your portal. It'll have your schedule of benefits and then the.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Definitions also of the different terms.
[AGENT][NEUTRAL] And the amounts.
[CUSTOMER][NEUTRAL] OK, and is is this like a.
[AGENT][NEUTRAL] Of your benefits.
[CUSTOMER][NEUTRAL] And I apologize. It's been a
[CUSTOMER][NEUTRAL] A while since I set this up and I honestly forgot I signed up for it um.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] We, you know, we did all this at the end of the year and then holidays hit and then
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I, I'll take a look at it, but this is primarily for like hospital inpatient outpatient hospital stuff, right?
[AGENT][NEUTRAL] Uh, yes, sir. This is a supplemental plan that is designed and again any benefit information that I provide the verification of benefits.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Excuse me, and not a guarantee of payment, but yes, sir, this policy is designed to help you with your co-pays, deductibles, and co-insurance amounts.
[AGENT][NEUTRAL] Of covered services. So you do have inpatient benefits and you do have outpatient benefits and I can see that both of your cover benefits would be based on a per recurrence.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] Circumstance. Now, I'll be happy to pull up your policy information and give you more details on that if you would like.
[CUSTOMER][NEUTRAL] Uh, if I can take a look at it, yeah, I, I can take a look at it and figure it out. I was just.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] More or less trying to.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] And you said here I need to use my work email too, right? So.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] But this, you know, like office visits, those types of things are not.
[AGENT][NEUTRAL] Covered.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Like ENT visits or some kind of specialist is not, but if.
[AGENT][NEUTRAL] Right. An office visit, right. It's not. Mhm. If you went to urgent care, you know, something like that, that's covered. Again, it does list out your difference. In the schedule of benefits, there's two separate sections, one for your inpatient benefit and then the other section is for your outpatient.
[CUSTOMER][NEUTRAL] Yeah, that, that's exactly what I was trying to get logged in and take a look at so.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Uh, and
[CUSTOMER][NEGATIVE] Uh, it doesn't like my password. Is it gonna tell me why?
[AGENT][NEUTRAL] You do have to meet OK the username can be anything password does have to meet that minimum criteria that's listed.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It should tell you what acceptable characters you can use. Uh, you cannot, I don't know what you used for your
[AGENT][NEUTRAL] Special symbol in your password, but you cannot use the hashtag mark for sure. Uh that's a security.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Is she.
[CUSTOMER][NEUTRAL] No, yeah, I just, I have a password generator and.
[CUSTOMER][NEUTRAL] I see the lower case, I see the upper case, I see a character minimum.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Numbers and a special symbol.
[CUSTOMER][NEUTRAL] Uh, I see.
[CUSTOMER][NEUTRAL] Yeah, all of that's there.
[AGENT][NEUTRAL] Probably what it's.
[AGENT][NEUTRAL] It may be this character, this special character.
[AGENT][NEUTRAL] Again,
[CUSTOMER][NEGATIVE] I think my password was too long.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah, I had to shorten it.
[CUSTOMER][NEUTRAL] OK, so I got logged in. I'll take a look at it and.
[CUSTOMER][POSITIVE] I appreciate your help. I just wanted to be sure I I knew what I was answering here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, sure, I understand, Mr. [PII].
[CUSTOMER][POSITIVE] And I was, I was given the right information.
[AGENT][POSITIVE] Yes. Well, if you have any further questions once you review your information, feel free to give us a call and we'll be more than happy to help you.
[CUSTOMER][POSITIVE] All right. Thank you. Have a good day.
[AGENT][POSITIVE] I hope you have a good day too, and thank you again for calling APL.