AccountId: 011433970860
ContactId: 2c9f86a8-b1f0-4dbb-8163-4dae575fbd6e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 243419 ms
Total Talk Time (AGENT): 71472 ms
Total Talk Time (CUSTOMER): 142518 ms
Interruptions: 3
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/2c9f86a8-b1f0-4dbb-8163-4dae575fbd6e_20250625T16:23_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, hi, good morning or good afternoon. I need some information. I'm trying to log in to see if any claims have been submitted, um, for me and then when I'm on your page it says that they I'm not found in your system so to create.
[AGENT][NEUTRAL] Can I have your policy number?
[CUSTOMER][NEUTRAL] My policy number, where would that be on my card? I have my insured name. I have my coverage as the group number.
[AGENT][NEUTRAL] It should be for policy number.
[CUSTOMER][NEUTRAL] Policy number? There's no policy. There's a group number.
[AGENT][NEUTRAL] It should say certain number or policy number.
[CUSTOMER][NEUTRAL] Sur number?
[AGENT][NEUTRAL] A certain number, yes.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] So it does not say inpatient or outpatient certain number on your card?
[CUSTOMER][NEUTRAL] No, there's only a payer ID.
[CUSTOMER][NEUTRAL] And this is what it says.
[CUSTOMER][NEUTRAL] Oh, it says
[CUSTOMER][NEUTRAL] Oh, I see where it says. It says.
[CUSTOMER][NEUTRAL] Certification number? Yes, I see a certification number.
[AGENT][NEUTRAL] OK. er numbers, the certification number. What's the number, ma'am?
[CUSTOMER][NEUTRAL] I'm sorry, it's 02502599267 M as in Mary, L as in love, 7.
[AGENT][POSITIVE] No worries.
[AGENT][NEUTRAL] Can I have your full name, mailing address, and your date of birth?
[CUSTOMER][NEUTRAL] My full name is [PII]. My date of birth is [PII]. My mailing address is [PII].
[AGENT][NEUTRAL] And what is the email address that you have on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] We don't have one on file, but would you like for us to add that email?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][POSITIVE] So, could you repeat it again? So I can type it in the system if you don't mind. It'd be greatly appreciated.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] And what is a good call back number for you?
[CUSTOMER][NEUTRAL] Ever [PII].
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] What is a good callback number for you just in case the call is disconnected?
[CUSTOMER][NEUTRAL] That was
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] So you're online, you will have to create a new a new um user account because our sys online system has been updated.
[CUSTOMER][NEGATIVE] That's what I'm, that's what I'm trying to do, and it keeps on telling me that there's no account found for me. So I'm the insured. I'm going under insured. I'm putting my name, my last name, and then it's asking me for my social security or my member ID. I don't know what my is my member ID the number I just, I'm gonna put my social because that's what I know.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Use your social. mhm.
[AGENT][NEUTRAL] And the email address you use when they ask you for your email address, use the email that you just provided me.
[CUSTOMER][NEUTRAL] And then my home.
[CUSTOMER][POSITIVE] Yes, that's exactly what I was using.
[CUSTOMER][NEUTRAL] And then my date of birth.
[CUSTOMER][NEUTRAL] And then I click on next.
[CUSTOMER][NEUTRAL] Uh, complete your set up.
[CUSTOMER][NEUTRAL] Now it's working and it was oh so when I once I do this and I set up my account, I should be able to.
[AGENT][NEUTRAL] See everything that's attached to your policy?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Uh, let me see.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] That's it. Thank you so much. You have a great day. Bye.
[AGENT][POSITIVE] Thanks for calling API. You have a great one as well, [PII]. Goodbye.
[CUSTOMER][NEUTRAL] Bye.