AccountId: 011433970860
ContactId: 3aab824d-19c6-4a8a-9aed-d0bd6729a862
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 488640 ms
Total Talk Time (AGENT): 270109 ms
Total Talk Time (CUSTOMER): 142843 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/3aab824d-19c6-4a8a-9aed-d0bd6729a862_20250224T20:26_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, so I'm trying to um get into my account online so I can file a claim.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] And it keeps giving me an error saying that um no user was found.
[AGENT][NEUTRAL] OK, so are you trying to set up your profile or just log in? Have you already set up your profile?
[CUSTOMER][NEUTRAL] I don't believe I've set it up before. I don't recall setting one up.
[AGENT][NEUTRAL] OK, well, yes, ma'am, I can help you with that. And so first off, who am I speaking with?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you. And Ms. [PII], what's a good callback number for you, please?
[CUSTOMER][NEUTRAL] Yes, I'm [PII].
[AGENT][NEUTRAL] Thank you. And what is your policy number, please?
[CUSTOMER][NEUTRAL] 022.
[CUSTOMER][NEUTRAL] 92694
[AGENT][NEUTRAL] OK, thank you. One moment while I get your information pulled up.
[CUSTOMER][NEUTRAL] To
[CUSTOMER][NEUTRAL] Please part kind of crazy that yeah that I guess.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, Ms. [PII], so first off, any information I provide for you would be a verification of benefits and not a guarantee of payment, and I will need to verify several things with you first for security. So first off, um, what is your date of birth, please?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] I can, I can
[AGENT][NEUTRAL] OK, and the next piece of information to verify will be your mailing address.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one that you gave me, so that is the best number that we should have, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, thank you and lastly your email address that we have on file and this does appear to be your work email.
[CUSTOMER][NEUTRAL] Uh, it's, it's, I don't know if it's changed or if it's my maiden name. It's either [PII] or [PII] [PII].
[AGENT][NEUTRAL] OK, what's the first, OK, go with the first one and give me the complete email.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, so that is what is on file and the last piece of information to verify is going to be your social.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. So that's all of the information that I need to verify with you, Ms. [PII]. Now, when you were trying to set it up, were you using a different email address than this one that we have on file?
[CUSTOMER][NEUTRAL] Um, is when they ask for the email, is it the email that I need to have like.
[AGENT][NEUTRAL] Yes, it has to match what we have on file so I can, I can change this email with you however, because of the way we receive enrollments, um, you may need to notify your HR department that you've changed that because if we receive an electronic file, Ms. [PII], that still has this email, the test to be at.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEGATIVE] It's gonna override my change. So I don't want you to think if you call back and it's back to this, that, you know, it, but that would have been why.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, um.
[AGENT][POSITIVE] So I'll be happy to do whatever you want me to do. I can update it since you verify this.
[CUSTOMER][NEUTRAL] What would be the
[CUSTOMER][NEUTRAL] Which, which would be the easiest?
[CUSTOMER][NEUTRAL] Cause I don't know if the TE Soby is active anymore. I think they took it down and created the TE bonds.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, well then we can, I can update, I can update it to that if you want. I can update it to to whatever.
[CUSTOMER][NEUTRAL] Oh, OK. Yeah, we'll do the TE bonds.
[AGENT][NEUTRAL] Or a personal
[AGENT][NEUTRAL] OK, so it's [PII]
[CUSTOMER][NEUTRAL] No, ma'am, [PII]
[AGENT][POSITIVE] Oh, bonds. I'm so sorry. That makes sense. OK.
[CUSTOMER][NEUTRAL] No, you're fine.
[AGENT][NEUTRAL] Alright, so [PII] OK, still [PII] [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so now try and use that email to see if it will let you.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] Without giving you an error message and I'm also gonna email you Miss [PII] if no one else has already has has anyone emailed you the user guide for the portal?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] OK, it explains how to set up the profile, but it also explains, gives you information on the different things you can do in the portal like uploading claims, adding in direct deposit information, your ID cards, that type of thing.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I'll email that to you now.
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And the the email that you're gonna be receiving to me and I am sending it to the [PII] will come from [PII].
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] And I did put APL online service center in the subject line for you so that you can recognize that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I just got it, yes, ma'am.
[AGENT][NEUTRAL] Um
[AGENT][POSITIVE] You did get it? OK. All right, good.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] And I think it let me.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I think I, uh.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, and I am in.
[AGENT][NEUTRAL] OK good and do you, you said that you were gonna be filing a claim, is that correct?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, ma'am, but I, I know I'm not sure if it, if it'll cover it or not, but I just figured I'd try.
[AGENT][NEUTRAL] OK, do you have, right, so do you have the claim form for this type of policy that you have with us? I wanna make sure that you have the correct claim form. I could have included that.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] But you can print it directly from our main website. I can give you that information.
[CUSTOMER][NEUTRAL] What it, uh
[CUSTOMER][NEUTRAL] I've got the, I've got it pulled up but I didn't know which form to click on.
[AGENT][NEUTRAL] It's the Medlink Medli claim form, uh huh.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It's the
[CUSTOMER][NEUTRAL] Med link claim form. OK, so download form.
[AGENT][POSITIVE] Correct, yes ma'am.
[AGENT][NEUTRAL] Uh-huh, and on the top of the first page of the claim form as bond, it gives you the instructions for completing the form and the additional documents that you will also need to provide.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. All right.
[CUSTOMER][POSITIVE] OK, I greatly appreciate it. You are such a big help.
[AGENT][POSITIVE] Well, oh, well, you're certainly welcome. It was my pleasure. So is there anything else at the moment I can help you with?
[CUSTOMER][NEUTRAL] No, ma'am, that was it.
[AGENT][POSITIVE] OK, well then, thank you again for calling APL and I hope you have a very nice and safe afternoon.
[CUSTOMER][POSITIVE] Thank you, ma'am. You too.
[AGENT][POSITIVE] Yes, ma'am. Thank you.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.