AccountId: 011433970860
ContactId: 37fd4de7-68ad-4073-8ffa-c9136964beeb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 490809 ms
Total Talk Time (AGENT): 160444 ms
Total Talk Time (CUSTOMER): 188482 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/37fd4de7-68ad-4073-8ffa-c9136964beeb_20250320T17:04_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APO. This is.
[CUSTOMER][NEUTRAL] You look too crazy.
[AGENT][NEUTRAL] Hello, thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] How are you doing [PII]. Good afternoon. My name is [PII]
[AGENT][POSITIVE] I'm good, thanks for asking. How are you?
[CUSTOMER][NEGATIVE] I was trying to log in and it won't let me and it locked me out, and besides that because I was trying to log in to see if I can put some uh receipts I have so if I can claim them but it won't let me so I don't know how can I go by.
[AGENT][POSITIVE] Thank you. Can I have your name and a callback number for you?
[CUSTOMER][NEUTRAL] My name and what else you need?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] A call back number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] OK, my name is [PII] and the payer ID number is 60801.
[AGENT][NEUTRAL] No, I asked for your call back number just in case the call is disconnected.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] OK. It's [PII].
[CUSTOMER][NEUTRAL] 729
[CUSTOMER][NEUTRAL] 9806.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you're calling in regards to your online account. Can I have your policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, that would be the group number?
[AGENT][NEUTRAL] No, it should say policy or certain number.
[CUSTOMER][NEUTRAL] It says pay your ID number.
[AGENT][NEUTRAL] No, ma'am. It's just a policy or certain number on your card.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It doesn't say
[AGENT][NEUTRAL] So is there another set of numbers on your card besides the payer ID of the 60801? There should be several different numbers on your card.
[CUSTOMER][NEUTRAL] I have the group number.
[AGENT][NEUTRAL] What is your social?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And you said your name was?
[CUSTOMER][POSITIVE] [PII].
[AGENT][NEUTRAL] And it on your card, could you verify your mailing address and your date of birth?
[CUSTOMER][NEUTRAL] Sure. Uh, mailing address is [PII].
[CUSTOMER][NEUTRAL] And the OB is [PII].
[AGENT][POSITIVE] Thank you and the email address for you just in case to to verify that we have on file for you.
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] We have something different.
[AGENT][NEUTRAL] Maybe it's your work email address.
[CUSTOMER][NEUTRAL] I have the in-hospital benefits cert number or outpatient benefit cert number.
[AGENT][NEGATIVE] Your email address, the email address that we have on file for you, that's not the correct email address unfortunately that you provided me.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, so it might be Vidal funny or funny Vidal because we search at work at [PII].
[AGENT][NEUTRAL] Thank you. So your policy number will be your cert number would be your inpatient or outpatient cert number, but I pulled you up by your social. So you you're calling because you're having issues with your online account, correct?
[CUSTOMER][NEGATIVE] Yes, I couldn't log in. I did it like a couple of months ago back and now I try and say it wouldn't and then I asked to send me the same for the mobile phone and then primary email to my Gmail and says that the account is locked.
[AGENT][NEUTRAL] Right, because the email that we have on file is not the email address that you're using, it's your the one that you provided me for your job.
[CUSTOMER][NEUTRAL] But I have on the account you USA Vial you well, I put a secondary, OK, so I'll try the.
[AGENT][NEUTRAL] OK, so let me transfer you to customer service so they can better assist you because this is the claims department.
[CUSTOMER][NEUTRAL] Uh, which, um, I'm sorry, which email do you have because we switch uh work too. I have [PII].
[CUSTOMER][NEUTRAL] [PII] or [PII] which one do you have?
[CUSTOMER][NEUTRAL] Because this is an old account.
[AGENT][NEUTRAL] OK, repeat your work email address again.
[CUSTOMER][NEUTRAL] You may have [PII].
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What is, what's the second one?
[AGENT][NEUTRAL] It's [PII], however, it's, but the names are different.
[CUSTOMER][NEUTRAL] Unless you have US
[CUSTOMER][NEUTRAL] You don't have funny with or without funny?
[AGENT][NEGATIVE] Yeah, I have [PII]. I have [PII], but I didn't have, I don't have Fannie. It's I was you were saying I'm wrong. I can't give you what I have because you have to verify your identity, so that's why I just kept telling you that they were incorrect.
[CUSTOMER][NEUTRAL] That's weird.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] So let me transfer you to customer service.
[CUSTOMER][NEGATIVE] Cause last time
[CUSTOMER][NEUTRAL] And will they help me how to um upload uh the um bills I have to see if you can pay them?
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes ma'am, they're gonna be able to assist you with your online account.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold one moment, OK? Thank you. Hold one moment.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Bring.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Ferring.
[CUSTOMER][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hello, [PII]. How are you doing?
[CUSTOMER][POSITIVE] I'm doing well. How about yourself?
[AGENT][POSITIVE] I'm great thanks for asking [PII]. I have her insured on the phone. She's calling because she states that she's locked out of her online account and she needs some assistance.
[CUSTOMER][NEUTRAL] OK. Uh, give me just a second. Let me pull this up so I can get in there and help her. What's her policy number?
[AGENT][NEUTRAL] It is 18671.
[AGENT][NEUTRAL] 03.
[CUSTOMER][NEUTRAL] And she's been verified?
[AGENT][NEUTRAL] Yes, I verified all of her information.
[CUSTOMER][NEUTRAL] And her callback number is it the one that she's calling from?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][POSITIVE] Alright thank you love. I've got her have a good day.
[AGENT][POSITIVE] Thank you. You do the same, [PII]. Goodbye.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][POSITIVE] Hello Miss [PII], so I'm gonna transfer you over to [PII] in the customer service. She's gonna better assist you with your online account. Thank you for calling APL and have a good day. Goodbye.
[CUSTOMER][NEUTRAL] OK.