AccountId: 011433970860
ContactId: 269c0e92-17cd-428b-a675-49438472c423
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 828340 ms
Total Talk Time (AGENT): 422269 ms
Total Talk Time (CUSTOMER): 407547 ms
Interruptions: 15
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/269c0e92-17cd-428b-a675-49438472c423_20250328T13:28_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is Tr[PII]How can I help you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hi, I'm just trying to register um on the online site but it's saying that it doesn't um doesn't recognize the user.
[AGENT][NEUTRAL] OK, so you're the primary policy holder and you're trying to set up your profile in the online service center, but it's giving you an error message, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][POSITIVE] Yes, ma'am. Well, I can certainly try and help you with that. And who am I speaking with please?
[CUSTOMER][NEUTRAL] Ja[PII]
[AGENT][NEUTRAL] [PII]nd Ja[PII]how is your last name spelled?
[CUSTOMER][NEUTRAL] H [PII].
[AGENT][NEUTRAL] H
[AGENT][NEUTRAL] [PII]K, thank you. And your callback number please, Ja[PII]?
[CUSTOMER][NEUTRAL] 30[PII].
[AGENT][NEUTRAL] No, no, no, no. No, I got the last name. What is your phone? Uh-huh.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Sorry, I think there's a delay, but 30[PII].
[AGENT][NEUTRAL] OK, thank you. And your policy number, please?
[CUSTOMER][NEUTRAL] Yeah, it's 02472062.
[AGENT][POSITIVE] OK Ja[PII]thank you. Give me just a couple of moments to get your information pulled up please.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, so I will need to verify first off, give me one moment.
[CUSTOMER][NEUTRAL] We have
[AGENT][NEUTRAL] OK, so first off, I, well, can you hold just one brief moment for me, Ja[PII]while I reset one of my screens? Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yeah. You are on hold.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And you see.
[CUSTOMER][NEUTRAL] You really don't
[CUSTOMER][NEUTRAL] Is that how we do things and how those issues in our childhood how to get to us and molded us so I think.
[CUSTOMER][POSITIVE] That was really interesting in our relationship, um, I'm happy we had.
[CUSTOMER][POSITIVE] Yeah. I'm extremely handy.
[AGENT][NEUTRAL] J
[CUSTOMER][NEUTRAL] Hello.
[AGENT][POSITIVE] OK, I'm so sorry about that. Thank you very much for holding for me. So I will need to verify several things with you first for security. So if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Of course thank you.
[CUSTOMER][NEUTRAL] Yeah, De[PII].
[AGENT][POSITIVE] Thank you. Also your full social.
[CUSTOMER][NEUTRAL] Yep, uh, one second. 67[PII].
[AGENT][NEUTRAL] OK, thank you. And then also your home mailing address.
[CUSTOMER][NEUTRAL] Yep, it's 11[PII].
[CUSTOMER][NEUTRAL] 54[PII].
[CUSTOMER][NEUTRAL] 33[PII].
[AGENT][NEUTRAL] Thank you. The 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][POSITIVE] Correct.
[AGENT][NEUTRAL] OK thank you and lastly your email address and this does appear to be the work email that's on file.
[CUSTOMER][NEUTRAL] Oh, OK, so maybe that's why I was putting in my personal. It's uh ja[PII].
[AGENT][NEUTRAL] That's
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so let me look. That is not what we have on file, but actually the policy, give me just.
[CUSTOMER][NEUTRAL] Oh, I have, I have another one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] J.[PII].
[AGENT][NEUTRAL] OK, so that is the one that is on file for you. Now, Ja[PII]the policy the policy number that you gave me is your older policy that's no longer active. The policy that's currently active has a different number.
[CUSTOMER][NEUTRAL] OK, noted.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, this policy and you're gonna see this when you get into your portal, but your current active policy that went into effect Ju[PII]s 250.
[CUSTOMER][POSITIVE] It's really well.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] 6010.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, 250-6010.
[AGENT][NEUTRAL] And let me just look at the information.
[AGENT][NEUTRAL] 250-6012. Yes, ma'am, that is correct. So now, because you're
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] I'm the 3rd call that
[CUSTOMER][NEUTRAL] We can overnight.
[AGENT][NEUTRAL] Because we have the Alliance National Health now that you would need to use unless you're wanting me to change it now I will let you know, let me see how we receive. OK, so I can update it if you would like to your personal that's entirely up to you, sure, OK, so just one moment.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Yeah, if you can, that would be great.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, so what is your email address that you would like to have on file?
[CUSTOMER][NEUTRAL] It's my first name J [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so I've updated it to j.[PII]So do you want to are you where you can try and set it up to see before we get off of our call and make sure that you're not getting an error message now? OK.
[CUSTOMER][NEUTRAL] Yeah, sure, OK.
[CUSTOMER][NEUTRAL] Yeah, that would be great. OK. So it's asking me for last name, social security number, or member ID.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, your group does not have a member ID, so you would use your social there.
[CUSTOMER][NEUTRAL] Um, so now that's what I was looking for. OK, OK, got it. Thank you.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I have the card in front of me, so I was like, where?
[AGENT][NEUTRAL] Uh yeah, your, your employer doesn't have that.
[CUSTOMER][NEUTRAL] I remember I.
[CUSTOMER][NEUTRAL] One.
[CUSTOMER][POSITIVE] When you have these raw candid conversations and just really honing on them and it's exciting.
[CUSTOMER][MIXED] But he does remind me a little of myself. He's very grounded. She's a censored woman. She has a good head on her shoulders, but fan big week for me was so hard. I think we all have concerns going into a weekly.
[CUSTOMER][NEUTRAL] I feel like she'll be able to navigate her feelings like he'll be fine. I need to do like any like validation and like reassurance. Yeah, it's amazing, it's amazing, but also it's like he will say things that are very reassuring.
[AGENT][NEUTRAL] And Ja[PII]I also do have a user guide for the online service center in addition to telling you, you know, or explaining rather how to set up your profile. It also will explain the different things that you can do within the portal.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This
[AGENT][POSITIVE] If you would like for me to email that to you, I'd be happy to do that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sure, that would be great.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] We just hung up on the girls and just like focus in on what you have with gr[PII]yeah, and make sure you let me know so I'm gonna be putting through a know about.
[AGENT][NEUTRAL] And just so you know.
[AGENT][NEUTRAL] Uh-huh. No, I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I was just gonna ask I'm gonna be um putting through a claim that I have um from an outpatient bill that's still outstanding.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes, I am.
[CUSTOMER][NEUTRAL] And so is that something I mean uh that I can do it through the portal if I just upload the receipt? OK.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Well, you're going, there's several, there's a several documents that you will need to provide to us. Um, and on the, I can attach a claim form for you also.
[AGENT][NEUTRAL] That gives you the instructions on the top of page one as far as what the other documentation is. We'll have to have an itemized bill including your diagnosis codes and procedure codes and then a copy of your primary insurance company's explanation of benefits also.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] Now, in the future, Ms. Hu[PII]I always recommend to just provide your provider with your APL ID card along with your primary insurance card because most providers will file both um insurances in the event that they don't, then you can do it, but that just saves you a little bit of, you know, extra work if they will do it for you. Yeah.
[CUSTOMER][POSITIVE] funny
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, of course.
[CUSTOMER][NEUTRAL] OK, so the card that I have in front of me still has the old policy number. Does that matter?
[AGENT][NEUTRAL] And your
[AGENT][NEUTRAL] Well, you're gonna, if it's for a date of service after the term date.
[CUSTOMER][NEGATIVE] Not possible.
[AGENT][NEUTRAL] If your data service that you're gonna be filing for is beyond 61 is between 61 and 24 to now, you're gonna use that new policy number that I gave you.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Oh, I see what you're saying. Uh, let me see when this starts.
[AGENT][NEUTRAL] You see, so if you had, if, yeah, if you had a claim that was for a data service from 111 of 23 to 61 of 24, you would file under the one that's showing as lapsed in your portal, OK? And then anything between 61 to current.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] would go under the one ending in the 10.
[CUSTOMER][NEUTRAL] Oh, OK, so in that case.
[AGENT][NEUTRAL] Does that make sense?
[CUSTOMER][POSITIVE] Yes it does. Just trying to figure out where that receipt went. He would be a great and a great one, but I'm hoping that on this date, I can see the adventurous side.
[CUSTOMER][POSITIVE] and I'm so excited to spend so much time with granite, but living here that also get a lot of them so it's a little bit of time between my feelings and my confidence and my. Oh, OK, here it is. So this date is for Se[PII]Some great advice.
[AGENT][NEUTRAL] OK, so you're gonna use the one that's showing as active.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, but I mean moving forward.
[AGENT][NEUTRAL] You'll file it under the policy number ending in 10.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So moving, so should I request, can I request another card?
[CUSTOMER][NEUTRAL] For future?
[AGENT][POSITIVE] You can. I mean, you can. Yes, ma'am. I mean, I'll be happy.
[CUSTOMER][NEUTRAL] So I only have the old one, I guess.
[AGENT][NEUTRAL] Yeah, I'll be happy to request it, but again in your portal you do also have access to it so you can go ahead and print that out because it's gonna take about 10 business days for that to be received because it'll have to be requested and then mailed. So it's usually and depending on the mail service, you know, it could be longer than 10 business days before you get it, but if you would like for me to request one I can do that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] For.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh, I see the 2 here. OK, so the one ending in 10. OK, I got it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me click on it.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] Oh, that's so weird. It doesn't really come up as anything when I download it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, it's on the side. OK, that's another area.
[AGENT][NEUTRAL] One's gonna be your policy and one will be your ID card, and they, they're different. I mean, you know, it should say ID card.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And the other one, if it says it's download, you know, that's the policy certificate is in there with all your benefit information.
[CUSTOMER][NEUTRAL] Not 12.
[CUSTOMER][NEUTRAL] You wanna see my lunch.
[CUSTOMER][NEUTRAL] OK, I got it now. OK.
[AGENT][NEUTRAL] Got it. But I did go ahead and request the card to be mailed to you also.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Um, alright, so you sent me something about what I need to include to file a claim.
[AGENT][NEUTRAL] Yes, ma'am. Well, I haven't sent it yet, but I'm about to send it. Mhm. Yes.
[CUSTOMER][POSITIVE] Oh OK, OK, perfect thank you I appreciate it. OK.
[AGENT][NEUTRAL] Yes, and it, and it should not go to your junk or spam folder, but if you haven't seen it within about 5 minutes, I would check one of those folders and the email that you're getting is gonna come from ca[PII]nd I did put APL in your subject line so that that's easy to recognize.
[CUSTOMER][NEUTRAL] I will do that now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And I just sent it, yeah. Yes, ma'am, I just sent it, so you should have it. I would say in just a couple of moments.
[CUSTOMER][POSITIVE] Oh amazing thank you I appreciate that.
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Well, you are certainly very welcome. And is there anything else that I can help you with this morning, Ms Hu[PII]?
[CUSTOMER][POSITIVE] No, that's everything. Thank you.
[AGENT][POSITIVE] Well, you're welcome and thank you for calling APL. I hope that you have a wonderful weekend.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Yes ma'am, you're welcome.
[AGENT][NEUTRAL] You too. Bye-bye.
[CUSTOMER][NEUTRAL] The the adventure
[CUSTOMER][NEUTRAL] Bye.