AccountId: 011433970860
ContactId: 3de7e597-db30-43aa-af13-43585c155531
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 799760 ms
Total Talk Time (AGENT): 158703 ms
Total Talk Time (CUSTOMER): 279917 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/3de7e597-db30-43aa-af13-43585c155531_20250619T12:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], um, I have a policy number that's 01887382.
[CUSTOMER][NEUTRAL] So [PII] that is the policy holder.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And um I'm trying to find out your claim that your claims comes uh because our I'm not sure our our.
[CUSTOMER][NEUTRAL] Uh, let me see. Our insurance goes from, from June to June. Is your policy all also goes from June to June or goes from January to December?
[AGENT][NEUTRAL] Yeah, so ours is going to be a calendar year plan.
[CUSTOMER][NEUTRAL] OK, uh, now for, for this policy number there's 2 people, me and my wife, um, I wanted to, I was trying to get on the website but it's giving me an, uh, uh, uh, an error message, but, um, I'm trying to find out, uh, if, if we still have balance on for uh the for co-pays.
[CUSTOMER][NEUTRAL] Oh for the or whatever for the for the insurance.
[AGENT][NEUTRAL] OK, um, so let me just verify your date of birth and address, please.
[CUSTOMER][NEUTRAL] Sure. It's [PII], [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So, on your plan, um, it looks like your outpatient benefits for the calendar year.
[AGENT][NEUTRAL] The max is $1000. So that's the most that we would pay. It looks like you have not used anything for the year.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Um, it looks like your spouse has used $964.97 so there's not very much left for your spouse.
[CUSTOMER][NEUTRAL] Right, uh, quick question, uh, if there's a way that I could get a listing of the things that you guys have paid to make sure that um the, the, the, uh, provider is not also charging me for that. Uh, if there's a way that I can get a print out of what they did was paid for my wife.
[AGENT][NEUTRAL] We don't have a way to send a list we don't have a way to send a list unfortunately, so the easiest way to do it would be going online.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEGATIVE] Right, but I tried this morning, but it's giving me an error message when I try to sign in it says says claim not verified. I'm not sure and I.
[CUSTOMER][NEUTRAL] Keep going around and I created a new password because I as I knew because I never had an account.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And I put my I put my email address [PII] and it seems like it's having problem with that. I'm not sure.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] And it's weird because when I request for for a number it goes in through my [PII] but it says claim not verified so I'm not sure what that means.
[AGENT][NEUTRAL] Um, if I send an email code to your email, do you have access to your email right now?
[CUSTOMER][NEUTRAL] Sure, hold on please, let me get in there.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Let me just see it.
[AGENT][NEUTRAL] OK, I just emailed you a verification code. When you get that, let me know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] So far nothing.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hold on, oh, it just came through.
[CUSTOMER][NEUTRAL] OK, I got the code is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII], go to the um site and you should be able to log in now.
[CUSTOMER][NEUTRAL] OK, let, let me go to your website.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Am [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, claim form can sign in.
[CUSTOMER][NEUTRAL] Now should I do create your OCS account because I or should I forget password which are the.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Just click log in I created a like temporary password for you to get in.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] OK, perfect. And then, uh.
[AGENT][NEUTRAL] So you're gonna put your email first, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, uh, let me write this code number here [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Well you're gonna have to resend a verification code.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, still thinking when I do log in it's still.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For how long that code it's, it's valid?
[AGENT][NEUTRAL] It's a one time usage. So every time that you yeah, every time you log in you're gonna have to use get a verification code.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Verification code, OK.
[CUSTOMER][NEUTRAL] Yeah, because right now I still like when I hit the log in button it's still like trying to open up something but it's not opening anything.
[CUSTOMER][NEUTRAL] No, it's still the same. Should I?
[CUSTOMER][NEGATIVE] Close this and try it again.
[AGENT][NEUTRAL] You can try closing the browser, yeah, open a new one.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I may leave here uh.
[CUSTOMER][NEUTRAL] Sign in.
[CUSTOMER][NEUTRAL] And log in. OK.
[CUSTOMER][NEUTRAL] OK, password [PII].
[AGENT][NEUTRAL] Let me give you
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is it asking for the password?
[CUSTOMER][NEUTRAL] Uh, well, now it, it, it is, so I'm gonna put that code.
[AGENT][NEUTRAL] No, no, no, I, I created a different password. Don't put that in. Is it uh so it's asking for email and password?
[CUSTOMER][NEUTRAL] Uh, it says your password is incorrect, so, uh, OK.
[AGENT][NEUTRAL] So the password I created is [PII].
[CUSTOMER][NEUTRAL] My new
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I'm sorry, [PII]?
[AGENT][NEUTRAL] Yes, so [PII].
[AGENT][NEUTRAL] Then type [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] OK, and now it's asking verification please click and send button so I'm gonna send verification code request.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And see.
[CUSTOMER][NEUTRAL] The new one, which would I put the uh that number that you gave me?
[AGENT][NEUTRAL] No, you're gonna wait for a new code to come to your email.
[CUSTOMER][POSITIVE] OK perfect and then hopefully that would work.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] No, it still hangs up on the log in.
[CUSTOMER][NEGATIVE] They still go in circles.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] I don't know if it's maybe just taking a moment to load.
[CUSTOMER][NEUTRAL] Is that one time, what was that what was that one time password that was [PII].
[AGENT][NEUTRAL] It's A as in apple, P as in Peter.
[AGENT][NEUTRAL] L like in lion.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, I got it. I'm at work but uh my boss is in front of me, so I got it. I'll try it later again if not I'll call back.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] But I do appreciate your help.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][POSITIVE] Take care