AccountId: 011433970860
ContactId: 31fbdc9f-b0f0-42e2-b7e8-9cda20df4a38
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 658090 ms
Total Talk Time (AGENT): 270560 ms
Total Talk Time (CUSTOMER): 210254 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/31fbdc9f-b0f0-42e2-b7e8-9cda20df4a38_20250306T15:40_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], um.
[CUSTOMER][NEUTRAL] I am supposed to be signed up um as of [PII] and.
[CUSTOMER][NEGATIVE] I've tried several times to get online and it says they don't know who I am, something like that.
[AGENT][NEGATIVE] You're trying to sign into the online service center and it's giving you an error?
[CUSTOMER][NEUTRAL] Yes, saying that, yeah.
[AGENT][POSITIVE] OK, well, I can definitely.
[AGENT][NEUTRAL] Help you with your online service center sign up. And may I have your name and a good contact number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Scoredata.
[AGENT][POSITIVE] Thank you, and then just um a good contact number and your policy number.
[CUSTOMER][NEUTRAL] Um [PII].
[CUSTOMER][NEUTRAL] And my group number is 24575.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, and I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Is there something else?
[AGENT][NEUTRAL] Your mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So it may be the email address. We have your work email. Um, if you want, I can change this to your personal or if you want to use the work where you are, it just has to match.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I mean,
[CUSTOMER][NEUTRAL] You have [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, that's fine we can keep that.
[AGENT][NEUTRAL] OK, so, um, that's probably what it was. Did you want to try it again and see if you can get through?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Um, I don't even think it asked me for that, uh, so when I go to new user.
[CUSTOMER][NEUTRAL] It says which role best describes you I guess I'm clicking on I'm an individual with an APL insurance policy, OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, oh yes, yeah, I see it does say the email. OK, um.
[CUSTOMER][NEUTRAL] Let me see if I can get you.
[CUSTOMER][NEUTRAL] Uh oh.
[CUSTOMER][NEGATIVE] It still says no user was found.
[AGENT][NEUTRAL] Hold on one moment. I'm doing it on my side too.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Let me put in the member ID I put in my um.
[CUSTOMER][NEUTRAL] My social security.
[AGENT][NEUTRAL] The social that we have on file.
[AGENT][NEUTRAL] Excuse me, it's [PII]. Is that correct?
[CUSTOMER][NEGATIVE] Yeah, yeah, I still, I just put in the member ID that didn't work either.
[AGENT][NEUTRAL] Hold on, something's, something's not right. When that message comes up, it just means that something being inputted isn't matching what we have in our system. So I just have to figure out what it is and correct it. But you said that is the correct social?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yeah, but I just changed it and put in the group number and that didn't work either.
[AGENT][NEUTRAL] Well, no, the full social goals in that field. It's something not matching. Um, hold on one second, let me try the zip again.
[CUSTOMER][NEUTRAL] Because it says social or member ID but I try it again.
[AGENT][NEUTRAL] Yeah, we don't have a member ID.
[CUSTOMER][NEUTRAL] OK, yeah that still says no user was found.
[AGENT][NEUTRAL] Hold on one moment. I'm gonna.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Try it on my end. 33.
[CUSTOMER][NEUTRAL] Zip code, do you have [PII]?
[AGENT][NEUTRAL] Mhm. Is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Spell your last name for me again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. I was looking to see if maybe that was your last name was spelled incorrectly, but it wasn't.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so do you mind if I place you on just a brief hold?
[CUSTOMER][POSITIVE] Sure, no problem.
[AGENT][NEUTRAL] All right, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, wait a minute. So,
[AGENT][NEUTRAL] Let me go.
[AGENT][NEUTRAL] I think I figured it out. Well, yeah, that was wrong.
[AGENT][NEUTRAL] Um [PII].
[AGENT][NEUTRAL] Oh, too.
[AGENT][NEUTRAL] Was it [PII]?
[AGENT][NEUTRAL] I think it was [PII], yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you for holding. I apologize for that wait. So I tried it again. I just uh refreshed the page and started all over and I entered, re-entered the information and it let me get to the next step. Um.
[CUSTOMER][NEUTRAL] Really? OK.
[AGENT][NEUTRAL] Yes, so let's try to uh refresh the page if you can.
[AGENT][NEUTRAL] And then we can start over.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, let me put in the other, oh.
[CUSTOMER][NEUTRAL] Password.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] It asks for the username and password?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, good. So if you, if you get to that.
[CUSTOMER][NEGATIVE] Oh wait, oh wait, wait, sorry, no, no, no, um, I was in the wrong thing. I, I, I should have gone to a new user.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, it's still doing it.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] The email address, what's the email address that you're putting?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII]? I can't even see. I see.
[AGENT][NEGATIVE] I see what's wrong. Hold on. There's a there's an error in the academy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, there
[CUSTOMER][NEUTRAL] Oh there is.
[AGENT][NEUTRAL] Right, you're spelling it correctly. It's entered incorrectly in our system. So that's why it's saying there's a problem because it's
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] It's not there it's missing a C. Hold on one second.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Good catch.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so you said [PII]. Well, I know Acordodo, but the ending part.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] So ATH.
[CUSTOMER][NEUTRAL] A T H
[CUSTOMER][NEUTRAL] E N I A N.
[CUSTOMER][NEUTRAL] Academy A C [PII] E [PII] Y.
[AGENT][NEUTRAL] Mhm. It's wrong. OK.
[AGENT][NEUTRAL] It was like Athenian and then another A N, I, I don't know, but it was spelled incorrectly. I'm sorry about that. I just um A C A D E N Y. OK. I just want to make sure before I saved it.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][POSITIVE] OK. So try it again and it should work for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hey, what do you know? It's asking me to create an account.
[AGENT][POSITIVE] OK, there we go. So we did it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, thank you.
[AGENT][NEUTRAL] You're welcome. Um, so after you do your username and your um password, it's gonna ask for like your cell phone number, um, so that way when you send claims, you'll get a text message to let you know it's been received and then when it's finished processing.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] And then um you can come on to the online service center and you'll see everything there.
[AGENT][NEUTRAL] And then you'll be in there and you can file your claims and access your documents.
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][NEUTRAL] OK, so, um, and so the way it works is whenever I go for.
[CUSTOMER][NEUTRAL] Like a procedure or something like that I can give them my regular insurance plus this, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And we apply towards the copays, deductibles and co-insurance after primary insurance. Now, if your primary doesn't pay towards the claim, then we won't be able to because we're second to them, but
[AGENT][NEUTRAL] Um, if it's a cover charge, we do apply.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Wait, say that again?
[AGENT][NEUTRAL] Um, so, so I was just saying if the primary insurance doesn't apply to a claim, um, you know, like pay for the claim, we can't because we're second to them, but we do pay for, if it is a covered charge, we do pay towards the copays, deductibles and co-insurance.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] 00, OK, that's great.
[CUSTOMER][POSITIVE] Well, listen, I really appreciate your help.
[AGENT][POSITIVE] You're very welcome. Well, was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][POSITIVE] Yeah, thanks so much.
[CUSTOMER][NEGATIVE] No, I hope not.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][POSITIVE] Um, yeah, I'm just gonna start creating the account and everything should be good.
[CUSTOMER][POSITIVE] So have a good day. Thanks for your help.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] You also, and thanks for calling APL.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] OK bye.