AccountId: 011433970860
ContactId: 26fc5ac5-5bfd-43b2-96dd-1fb34d328579
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1241219 ms
Total Talk Time (AGENT): 422468 ms
Total Talk Time (CUSTOMER): 564953 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/26fc5ac5-5bfd-43b2-96dd-1fb34d328579_20250102T14:50_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, yes, ma'am. My name is [PII].
[CUSTOMER][NEUTRAL] I had called and talked to somebody about a week ago and all with the holidays. I'm just getting back to you. I'm trying to get on to the website.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] To get the forms I need to do my claims.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] The first thing that I did, I, I had to go to new uh individual or something like that. I forget what it is, but I'm trying to sign in and when I try to sign in.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] It, it, it won't let me use uh it won't let me create account because it says I have an account already.
[CUSTOMER][NEUTRAL] Uh, already made.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] But I don't know how to get into what I supposedly have.
[AGENT][POSITIVE] All right. Well, it would be my pleasure to assist you, Mr. [PII]. Do you have your policy number available?
[CUSTOMER][NEUTRAL] Would it start with a 021?
[AGENT][NEUTRAL] It does.
[CUSTOMER][NEUTRAL] 02145404
[AGENT][NEUTRAL] All right. Thank you, sir. And do you mind verifying your date of birth and current mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the address is [PII].
[AGENT][NEUTRAL] All right, and also your email and phone number please so this just for your um.
[AGENT][NEUTRAL] We try to protect your information.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you. And by the way, Mr. [PII], July is the best month ever, just telling, just, just saying.
[CUSTOMER][NEUTRAL] OK, it must be, must be your birthday also.
[AGENT][NEUTRAL] I'm a July baby too.
[AGENT][POSITIVE] It is month on the [PII], so I mean, you know, what can, what can I say? Best month ever.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's right, yeah.
[AGENT][NEUTRAL] So did you rece I see that you are in the process of or were in the process of setting that up. Did you receive a text message?
[CUSTOMER][NEGATIVE] I never received nothing as of yet. Now this has been going on for about
[CUSTOMER][NEUTRAL] Maybe 2 or 3 weeks.
[CUSTOMER][NEUTRAL] And every time the last time I tried to do it, the girl I talked to told me that.
[CUSTOMER][NEGATIVE] I gotta make sure that I click on and and I'm not looking at it right now. I got your site up, but I don't remember what they ask me individual or or new new person or something like that. And so she supposedly had gotten everything off of my account for me to go back in there and create a new account. Well, that's what I tried to do yesterday or the day before to create a new account and it's telling me.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] Like this person already has an account or something like that, but I, I don't know how to see what I got. I can't, I can't get into anything.
[AGENT][POSITIVE] Got you.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] I'm gonna work on that for a minute if you don't mind, just one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] I'm gonna see if we can't get you in.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] So just bear with me just a second.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Let me answer this phone real quick while you're doing that, OK?
[AGENT][POSITIVE] Sure, that'll be fine. Thank you.
[CUSTOMER][NEUTRAL] Hey bud.
[CUSTOMER][NEUTRAL] Uh, [PII] called and his.
[CUSTOMER][NEUTRAL] Meat department scale finally went down.
[CUSTOMER][NEGATIVE] Got a whole more dead there.
[CUSTOMER][NEUTRAL] I naturally can look in the computer and see what he's got in Purvis, but I think he said he bought a tomato scale for Purs.
[CUSTOMER][NEGATIVE] Now he knows we can't do anything with fouls. He knows it ain't gonna be nothing that's going to happen overnight.
[CUSTOMER][NEUTRAL] He just needs a new scale, so if he's got an impacts.
[CUSTOMER][POSITIVE] In produce we can sell them in fact yes.
[CUSTOMER][NEUTRAL] If not, we might, I don't know, I don't think we still have an impact and back.
[CUSTOMER][NEUTRAL] Um, if we did, we could try to sell them in the pack of dead back or else we're gonna have to go to first base.
[CUSTOMER][NEUTRAL] So then we'll have to go with a fresh base.
[CUSTOMER][NEUTRAL] So I mean that I'll leave that up to you to figure out what what we wanna try to put in there but I guess the first thing is to get [PII] to pull up his account.
[CUSTOMER][NEUTRAL] And see what type of Toledo scale. Yes, see what kind of scale you got first.
[CUSTOMER][NEUTRAL] I know I sold it to him, but I, I mean, it's been a while back. I don't know what I sold it.
[CUSTOMER][NEUTRAL] He's trying to get rid of everything the whole part.
[CUSTOMER][NEGATIVE] He's, and that goes from slices to sauce to ground to everything. He just hates dealing with whole work.
[CUSTOMER][NEUTRAL] I have yeah.
[CUSTOMER][NEUTRAL] No, that's fine. Well, can if I give you his number, can you call him and just let him know that you're gonna come over there, blah blah blah blah blah and.
[CUSTOMER][NEUTRAL] Oh, you got a pen?
[CUSTOMER][NEUTRAL] Alright, hold on.
[CUSTOMER][NEUTRAL] You can you hear me?
[CUSTOMER][NEUTRAL] His number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And uh.
[CUSTOMER][NEUTRAL] Yeah, and I think that's the son. I don't think that's the daddy. I think it's [PII], I think.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right. Well, I, I, I deal with the dad and the son, a lot of times when I talk to them, they both talk to me.
[CUSTOMER][NEUTRAL] But they're both big time into doing everything they can, no matter what it is or pays or anything with us.
[CUSTOMER][POSITIVE] So, uh, I've been having a pretty good relationship with them. Uh, they've been buying slices and different things from us, so hopefully we get this thing going and we can get all of their scales replaced in later.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] I do thank you bud yeah yeah.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, that was.
[CUSTOMER][NEUTRAL] So a lot of shrimp a lot of.
[CUSTOMER][NEUTRAL] Was down so it's not.
[CUSTOMER][POSITIVE] No problem
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] We don't have to
[CUSTOMER][NEUTRAL] That's what most people get. They get a hanging scale or they get a rice late.
[CUSTOMER][NEUTRAL] OK,
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh, that's something I wanna say yes, but that, but one thing it, it comes with that plastic cover that covers the whole thing up.
[CUSTOMER][NEUTRAL] So that's, that's one thing as long as they leave that plastic cover on it.
[CUSTOMER][NEUTRAL] Hey, let me, let me call you right back. I got a lady that's dealing with something on the phone with me right now and she's on hold while I'm talking to you. Let me, let me call you right back with that.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Sorry about that, ma'am.
[AGENT][POSITIVE] Not a problem at all. hey, we, we all gotta do what we gotta do, right? Multitasking at its best.
[CUSTOMER][NEUTRAL] Normally I work every day of the week it seems like, and I get calls and today I'm, I'm, I'm off today, but my off day is normally not an off day because I'm still on the phone at work.
[AGENT][POSITIVE] Oh my goodness.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Got you. That just means you're important.
[CUSTOMER][NEUTRAL] I'm just physically not there.
[AGENT][NEUTRAL] Yeah, it's tough being important, isn't it?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] There you go.
[AGENT][NEUTRAL] Yeah, so what.
[CUSTOMER][NEUTRAL] Job security, huh?
[AGENT][NEUTRAL] Right. Hey, we all need that, don't we?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] For sure, listen, I was checking on that. I was trying to see if I could go in and set up an account and it is let me get to that point. Do you happen, are you on a computer where you can sign in?
[CUSTOMER][NEUTRAL] I'm, I'm on your site right now where it says log in and it says log in or new user.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, go ahead and choose new user.
[CUSTOMER][NEUTRAL] OK, that's what I did yesterday and the user's name is the username gonna be [PII]?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, I would go to new user and then for, oh that's whatever you want to create the user name is whatever you want.
[CUSTOMER][NEGATIVE] Well, well, see that's just it. It's telling me when I do all of that stuff, it's telling me that I have an account set up already.
[CUSTOMER][NEUTRAL] So I don't know what my account is set up as so.
[AGENT][NEUTRAL] You know, and I think the problem is is that we don't have a phone number on file for you and if I can add a phone number then.
[CUSTOMER][NEUTRAL] See, when I look, when I look at you, it tells me I got LSU Tigers, Saints one. I got [PII]. I got [PII] [PII]. I mean, I don't, I don't know which one to pick, but all of those are showing up. But I don't know which one that I would have used for there. I think I would have used [PII] because that's what my name is on my account, [PII]. So should I just go ahead and try that?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Try it and let's see what happens. I know that's not a very good, try it and see what happens, but.
[CUSTOMER][NEUTRAL] And do I need to leave a space between [PII]?
[AGENT][NEUTRAL] As long as we get you in.
[AGENT][NEUTRAL] Probably not.
[CUSTOMER][NEUTRAL] OK, and then for the pass that, do you know what my password is?
[AGENT][NEUTRAL] See, I, when I'm checking, when I'm, yeah, go ahead. I'm sorry.
[AGENT][NEUTRAL] That's gonna be what you create we can never see your password we can see a user name if it's in our system but not a password.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] Alright, so we're going.
[AGENT][NEUTRAL] And that's for your protection.
[CUSTOMER][POSITIVE] Alright, let's go with this then.
[AGENT][NEUTRAL] And what is the phone number? I need to add a phone number before you put your phone number in because we don't have one on file.
[CUSTOMER][NEUTRAL] My phone number is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, I just put that in and I'm hitting submit.
[CUSTOMER][NEGATIVE] It says invalid user name or password.
[AGENT][NEUTRAL] OK, so let's just go ahead and try to create a whole new account, um.
[CUSTOMER][NEUTRAL] So that's, that's what I did yesterday.
[AGENT][NEUTRAL] What do you want your, yeah, what would you like for your username to be? Can you think of something different?
[CUSTOMER][NEUTRAL] Let it be my name, let it be my name, [PII].
[AGENT][NEUTRAL] Is that with any is the JMB capital or just all lower case?
[CUSTOMER][NEUTRAL] Well, I mean, I don't know. I mean, whatever way it has to be, I can do it.
[AGENT][NEUTRAL] I mean, it's what every
[AGENT][NEUTRAL] Yeah, whatever way you want it.
[CUSTOMER][NEUTRAL] Let, just let it, just let it all be, let it all be caps.
[AGENT][NEUTRAL] All together in all caps, OK.
[CUSTOMER][NEUTRAL] Let it all be kept.
[AGENT][NEUTRAL] Because what I'm gonna try to do is create an account for you.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] So you're going there and you create an account or I need to start myself.
[AGENT][POSITIVE] I'm gonna try to get an account created for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you can change the password.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So give me just one second.
[CUSTOMER][MIXED] Computers are great, but sometimes they can be a headache.
[AGENT][NEGATIVE] Right? Uh, most of the time, they're a headache for me.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] My son could do this 10 times more than I can do it.
[AGENT][NEUTRAL] Isn't that the truth? I always have to ask my daughter for help.
[CUSTOMER][NEUTRAL] I got a, I got a, I got a printer here that, that he comes and, and I never turn it off because all I gotta do is hit print and prints.
[CUSTOMER][NEGATIVE] And I had to change the toner the other day, and all I did was change the toner.
[AGENT][POSITIVE] Got you.
[CUSTOMER][NEGATIVE] And ever since then, it, it, it'll print a blank sheet of paper. It won't print no toner. It won't print no nothing on it.
[AGENT][NEUTRAL] Just because you touched it, right?
[CUSTOMER][NEGATIVE] That's right. So I got to wait for him to come here and say, OK, Dad, why you didn't do this? And I took everything off the cartridges and everything I had to do and I can't print a darn thing.
[AGENT][NEUTRAL] I hear you.
[AGENT][NEGATIVE] I do the same thing. If I touch them, I mess them up. They, they just.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, they're nice when you need to get that information.
[CUSTOMER][NEGATIVE] I told him don't leave, don't, don't go far away cause I'll never get nothing done.
[AGENT][NEUTRAL] Right, me too.
[AGENT][NEUTRAL] Let's see, so it looks like I have created a new account for you.
[AGENT][NEUTRAL] And I'm gonna give you your password and you can change it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Your password is [PII]
[AGENT][NEUTRAL] And then lowercase [PII].
[CUSTOMER][NEUTRAL] Alright, so go back to log in.
[AGENT][NEUTRAL] That's right, and you're gonna just log in not as a new user because you've got an account now.
[CUSTOMER][NEUTRAL] All I gotta do is find the exclamation point.
[AGENT][NEUTRAL] It's, it's there somewhere above the one on my keyboard.
[CUSTOMER][NEUTRAL] Yeah, I just think
[CUSTOMER][NEUTRAL] Alright, submit.
[AGENT][NEUTRAL] Mhm. See if that'll get you in.
[CUSTOMER][NEUTRAL] Alright, it's got me in.
[AGENT][POSITIVE] Great. Now, you can change your password and be sure to do that.
[CUSTOMER][NEUTRAL] It says new
[CUSTOMER][NEUTRAL] It says new text message notification notification you receive claims blah blah blah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It says enter a 10 digit phone number to receive it, uh, so I gotta put a phone number there.
[AGENT][NEUTRAL] Yeah, that's that 504, the one you gave me.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Oh, now they're gonna send me a code.
[CUSTOMER][NEUTRAL] Technology.
[AGENT][NEUTRAL] So, you're like me. We remember the simple days, don't we?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Things never used to be this, you know, so involved and.
[AGENT][NEUTRAL] So many steps and.
[CUSTOMER][NEGATIVE] Now it's supposed to be texting me a code and I'm not getting no text with a code yet.
[AGENT][NEUTRAL] And we did
[AGENT][NEUTRAL] OK, I'd give it just a minute.
[AGENT][NEUTRAL] And that was [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, good.
[AGENT][NEUTRAL] Yeah, and back in the day, we didn't have to verify everybody's information because.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] We didn't have no
[AGENT][NEGATIVE] And I hate it when they call them bad actors. They're not acting, they're just bad people.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] Everybody wants to get somebody else's stuff for nothing.
[AGENT][POSITIVE] That's right.
[AGENT][NEUTRAL] They don't even know what self-satisfaction is when you work hard for something and you get it and you achieve that and you succeed. That's, they don't experience that anymore.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] All right, I got my code.
[CUSTOMER][NEUTRAL] Alright, now I'm done with that.
[AGENT][NEUTRAL] So what that is is when you when we receive a claim once it's processed you, you will receive that text messaging. Now if you we process a claim, you're gonna receive an automatic text message. If you go into the portal, it could take up to 24 hours to be able to view online.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Just be aware of that and when you wanna check claim status you would click on the claim number and it pulls up your explanation of benefits or the EOB and it will show you how we process the claim and what the claim decision was and if you.
[CUSTOMER][NEUTRAL] Alright, so, so if I'm going to do a uh.
[CUSTOMER][NEUTRAL] Uh, a hospital claim I guess you wanna say where I spent in, uh, a day at the hospital.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's gonna be the hospital indemnity.
[AGENT][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] And I would just click on that policy number.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And that would take me, that would take me to the form or do I have to go to claim forms?
[CUSTOMER][NEUTRAL] And then put my policy number in there and fill the form out.
[AGENT][NEUTRAL] So there up at the top of the page, there's a section called the um claims and forms, and you're gonna go down to the hospital indemnity portion.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And then you will click on, you'll complete that and then save it to your computer.
[AGENT][NEUTRAL] And then once you have that itemized bill from the hospital showing the days that you were there and the charges and the diagnosis, that'll be saved to your computer as well. And once you have those documents saved to your computer, you're gonna go on your profile and down to where it says upload file or file a claim. And then you, you're gonna, it'll ask you what policy it is and your name.
[AGENT][NEUTRAL] And then you'll upload those documents there and it'll code straight on your.
[AGENT][NEUTRAL] Policy
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, well, let me see if I can figure my way through this.
[AGENT][NEUTRAL] And it
[AGENT][NEUTRAL] Now if you need further assistance, do you have all those documents?
[CUSTOMER][POSITIVE] I, I had them like 3 weeks ago, and I know I got them somewhere. I just got to find them.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] So if you need help, further assistance once you get to that point, you know, call us. We'll be happy to walk you through it.
[CUSTOMER][NEUTRAL] But uh,
[CUSTOMER][POSITIVE] OK, alright, that sounds good. What, what hours do y'all normally work?
[AGENT][NEUTRAL] We're Central Standard just like you and we're [PII]
[CUSTOMER][POSITIVE] OK. All right, well, I appreciate your help. I'll most probably try to do this on my work computer because I can maneuver around a lot better and faster on it.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So I'll, I'll do what I can do on here and uh sometimes this computer, I'm not familiar with it for me saving.
[CUSTOMER][NEUTRAL] Things on it. So what I might do is I might have figure my way around.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, if not, I might just have to do it at work tomorrow morning.
[AGENT][NEUTRAL] All right, wait.
[CUSTOMER][POSITIVE] But uh, but I appreciate your help. At least you got me in. Now there's a place in there somewhere, I guess.
[AGENT][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] And I don't have no problem with the password, but I guess there's some place in there where I guess when I go to sign in, it, it enables me to say change password.
[AGENT][NEUTRAL] It will ask you if you want to reset your password, and I think that's right where you sign in, but be sure to do that because that's a generic password and we do want your personal health information protected.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right well I appreciate your help and.
[AGENT][POSITIVE] It's been my pleasure. I hope you have a good New Year as well, Mr. [PII]. It's been such a pleasure to assist you and I'm glad we got you in. And like I said, please don't hesitate to call us if we can be of further assistance, OK?
[CUSTOMER][POSITIVE] Have a good New Year.
[CUSTOMER][POSITIVE] All right, thank you, ma'am.
[AGENT][POSITIVE] Thank you and you have a wonderful day. Enjoy your day off.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thank you, ma'am. All righty. Bye-bye.
[AGENT][POSITIVE] Thank you. Take care. Bye-bye.