AccountId: 011433970860
ContactId: 30821fad-b687-49a5-81a2-0925f8d9f0c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 389200 ms
Total Talk Time (AGENT): 114860 ms
Total Talk Time (CUSTOMER): 146953 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/30821fad-b687-49a5-81a2-0925f8d9f0c9_20250626T13:38_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. They're speaking. May I help you?
[CUSTOMER][NEGATIVE] Um, yes, my name is [PII], and I was trying to log into my account, uh, via the app, but it keeps saying that um there's no.
[CUSTOMER][NEUTRAL] Account associated with the email that I'm putting in. But when I do the forgot password, it sends me a code, a verification code to the email, so there's an email associated with the account.
[AGENT][NEUTRAL] Yes, ma'am, you had to create a new account. Our online service center had been updated, so you would have had to create a new account if you had put in your email address, it wouldn't have recognized it since.
[AGENT][NEUTRAL] It has been updated.
[CUSTOMER][NEUTRAL] But it
[CUSTOMER][MIXED] OK, but it keeps sending me a code.
[AGENT][NEUTRAL] Yes, ma'am. Then to complete the
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, set up, you will have to enter the verification code and
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] Um, putting your password, confirming your password, and then you should be able to get on the online service center.
[CUSTOMER][NEGATIVE] OK, but when I, what I'm saying is when I put the code in and then hit continue, then it still come back and says there's no account associated with this email.
[AGENT][NEUTRAL] OK, uh, what's your policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] The policy number is 02585456.
[AGENT][POSITIVE] Thank you one.
[AGENT][NEUTRAL] OK, and Ms. [PII], verify your date of birth, mailing address and the email address, please.
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[AGENT][POSITIVE] Oh, happy birthday.
[CUSTOMER][NEUTRAL] My mailing address.
[CUSTOMER][NEUTRAL] Mhm thank you. My mailing address is [PII].
[CUSTOMER][NEUTRAL] And my email address is uh [PII].
[AGENT][NEUTRAL] Give me one moment.
[AGENT][NEUTRAL] That's weird because I don't show an email address in the system, but you said it's [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am, and that [PII] E.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And, and that's strange because they, they send me a um
[CUSTOMER][NEUTRAL] A code to that email, but it won't recognize it.
[AGENT][NEUTRAL] That is weird. And do you have a callback number, Ms. [PII], in case the call drops?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] I would say try now and see if it works since the actual email address had been added.
[CUSTOMER][NEUTRAL] OK, let me see. Let me just see if.
[CUSTOMER][NEUTRAL] Oh yeah
[CUSTOMER][NEUTRAL] And we cannot find your account. Let me, let me try this.
[CUSTOMER][NEUTRAL] Verification code thing again.
[AGENT][NEUTRAL] It's here.
[CUSTOMER][NEUTRAL] 31272.
[CUSTOMER][NEUTRAL] It's still saying an account could not be found for the provider, provide a user ID.
[AGENT][NEUTRAL] Other user it's weird um I will have to send a request to a representative to contact you back as far as to assist with set up on the online service center. um, another kind of um troubleshooting thing you can do is clean out your browser and see if that will help.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what are, uh, what browser are you using?
[CUSTOMER][NEUTRAL] Uh, this is, um, Google or Chrome.
[AGENT][NEUTRAL] Is it Google Chrome? OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, why, why are you on the phone then? Can I ask, um,
[CUSTOMER][NEUTRAL] have
[CUSTOMER][NEGATIVE] Oh what, what is, I don't even know what I wanna ask my, OK, my dot office should be sending over um.
[CUSTOMER][NEUTRAL] Plains.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] But I don't know what's left on it.
[CUSTOMER][NEUTRAL] I know you only pay out so much, but.
[AGENT][NEUTRAL] Uh it's for outpatient or in hospital?
[CUSTOMER][NEUTRAL] Can you tell me what's left?
[CUSTOMER][NEUTRAL] It was outpatient.
[AGENT][NEUTRAL] OK, for outpatient, you have a benefit max up to 500 per calendar year. Give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And looks like you've maxed that benefit for the year for outpatient.
[CUSTOMER][POSITIVE] OK, OK, that's what I need to know, thank you.
[AGENT][POSITIVE] Yes ma'am, thank you for calling APL. Have a great day, Miss [PII]. Oh, go ahead.
[CUSTOMER][NEUTRAL] Now, OK, well, well, let me ask you one more question. Do y'all, is outpatient.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Would that, would that include a physical therapy appointments?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] OK, OK, that's what I need to know, thank you.
[AGENT][POSITIVE] Uh yes ma'am. Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Mhm bye bye.
[AGENT][NEUTRAL] And I