AccountId: 011433970860
ContactId: 4126a1d2-1cee-4d03-93a8-021fb221ce81
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1285130 ms
Total Talk Time (AGENT): 622350 ms
Total Talk Time (CUSTOMER): 251392 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/4126a1d2-1cee-4d03-93a8-021fb221ce81_20250610T17:18_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi [PII], I'm trying to log on, um, to the website and it's telling me, um.
[CUSTOMER][NEGATIVE] It's some sort of error messages coming up saying that they can't find um my information. Like I'm not a, I'm not a user for some reason.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you're trying to log into your personal online service center profile, is that correct?
[CUSTOMER][NEUTRAL] Yeah, yeah, because I wanted to change my beneficiary because I, I, I just recently got married so I'm not sure if I'm able to even do that right.
[AGENT][POSITIVE] Yes, I can help
[AGENT][NEUTRAL] OK, so that would be a separate form and I can help you with what will need to be done, but first I'll need to pull up your policy information and verify some things with you for security. So who am I speaking with, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm [PII].
[AGENT][NEUTRAL] And [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what is your policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Is it the is it the, the group number or?
[AGENT][NEUTRAL] No, so you, I mean, no, ma'am, no ma'am. It depends on the type of plan you have with APL as to how it's worded. You may see policy certificate, policy certification, inhospital, outpatients.
[CUSTOMER][NEUTRAL] I'm looking at the card. I'm not sure what number.
[CUSTOMER][NEUTRAL] Yeah, I see in the hospital and outpatient.
[AGENT][NEUTRAL] OK, if you'll notice on both of those numbers, the very beginning of both of them are identical prior to the letters ML. That's actually your policy number. So, excuse me.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it. OK, so it's um 0172.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 9598.
[AGENT][NEUTRAL] Thank you, one moment while I get your information pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bear with me just a moment, I'm still pulling up some information.
[AGENT][NEUTRAL] OK, do. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And again, your last name for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] We spell it to make sure that it's correct in the system.
[CUSTOMER][NEUTRAL] [PII] It used to be [PII], so I'm not sure if they changed it.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. So what is your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Do you have an apartment number or a unit number associated with your address?
[CUSTOMER][NEUTRAL] 1 or 2.
[AGENT][NEUTRAL] Did you say [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you. The phone number that is on file for you is, let's see, it is the same as the one you gave me, so that is the best contact number that we should have, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you and the last piece of information to verify is going to be your email this does appear to be your work email.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Say that one more time for me.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so we have something different on file. What had your email been for work?
[CUSTOMER][NEUTRAL] So that, that's, so that's not my email address, that's my personal email address. [PII] is my personal.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No, ma'am. Uh, so I don't know if this was your former name.
[CUSTOMER][NEUTRAL] So was it [PII]?
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I guess um HR didn't change anything. OK, so it used to be [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you, so give me just a moment to look because that is what we have on file.
[AGENT][NEUTRAL] Is the [PII].
[AGENT][NEUTRAL] OK, so let me look to see.
[AGENT][NEUTRAL] OK, so I can see that it was changed.
[AGENT][NEUTRAL] from your personal to that J Solo and that was done because of a file that we received so I will be happy to change it for you in order to be able to set up because you're gonna have to set up a new profile, [PII], there were some changes made to the online service center so you will have to create a new profile, but I do wanna let you know that if we receive.
[AGENT][NEUTRAL] Another file from your employer that still has the J solos on it, it's going to override my change so I would recommend just getting with them and letting them know.
[AGENT][NEUTRAL] That we still had your old your old work email on file.
[CUSTOMER][NEUTRAL] OK, so let them know that the, the old work email needs to be changed.
[AGENT][NEUTRAL] Is that still, yes, unless that is still a valid email for you, the [PII].
[CUSTOMER][NEUTRAL] No, it hasn't been a email in over 2 years.
[AGENT][NEUTRAL] OK, so they're still submitting that email to us, so again, our system will override the change. I'll be happy to change it to what it currently is, but I just didn't want you to call back at some point.
[AGENT][NEUTRAL] And it's back to this email again.
[CUSTOMER][NEUTRAL] OK, so let me ask you this because.
[AGENT][NEUTRAL] OK, so that
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Because I just recently got married. I'm just waiting for my new um Social Security card so I can give to my work.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Employment, I'm pretty sure the email is gonna change again. [PII]o what should I do?
[AGENT][POSITIVE] OK, OK, so I will be happy to change it to whatever you would like for me to change it to at the moment. You can set up your new profile and then once you have all of that worked out um and everything is updated with them then we should, you know, we'll get that information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the system will update.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So do you want me to change your what do you want me to change your email to for the moment?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, for the moment, um, does it have to be my work email or could it be my personal email?
[AGENT][NEUTRAL] No, cause I could see that it was your personal email was in there at one point, but the system changed it to that [PII]'s email address. So do you want the [PII] oops, hold on, let me get my fingers on the right keys. [PII]. Is that what you want on file?
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] Yeah, yes.
[AGENT][NEUTRAL] OK, one moment
[AGENT][NEUTRAL] OK, [PII]. OK.
[AGENT][NEUTRAL] So it has been changed.
[AGENT][NEUTRAL] To that.
[AGENT][NEUTRAL] Um, for now.
[AGENT][NEUTRAL] So you should be able to set up your new profile using that email address [PII], are you where you can try and set up your profile?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] While we're still on this call.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] And make sure that you know you don't have any issues.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Now I can also there's a I have a couple of user guides that I'll be happy to email to you if you would like about the new portal.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, all right, so I'll do that.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Now when you get to the screen, um, I'm not, I don't have that pulled up so let me look at it for just a second.
[CUSTOMER][NEUTRAL] And I'm supposed to go under insured, correct, to sign up?
[AGENT][POSITIVE] That is correct. Yes, ma'am.
[AGENT][NEUTRAL] Alright and when before you click anything else, so once you click.
[AGENT][NEUTRAL] Insured and next.
[AGENT][NEUTRAL] There's only going to be uh I think it's 3 fields that are populated with an asterisk or have an asterisk next to that's the last name, the email, and your date of birth. So only fill in those 3 fields with the red asterisk.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, OK. OK.
[CUSTOMER][NEUTRAL] OK, now I was asking for uh.
[AGENT][POSITIVE] It's gonna have several steps and you'll, mhm and it'll, we'll also, it's going to email you a security code and it's actually gonna do that twice. So just continue to follow the prompts.
[CUSTOMER][NEUTRAL] I guess to verify.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] So I have to put this uh display name, given name, surname?
[AGENT][NEUTRAL] Yes, you'll want to put your name as to how you want it to look when it pops up.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] It's saying like the claim, not valid, not verified.
[CUSTOMER][NEUTRAL] Um, I guess it's
[CUSTOMER][NEUTRAL] It's name the email. Oh wait a minute.
[CUSTOMER][NEUTRAL] It's saying that the email address is not verified.
[CUSTOMER][NEUTRAL] Claim not verified email address.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and did you?
[AGENT][NEUTRAL] OK, so let's see.
[AGENT][NEUTRAL] And you received your security code that you entered?
[AGENT][NEUTRAL] Copied and pasted.
[CUSTOMER][NEUTRAL] Yeah, answer that.
[CUSTOMER][NEUTRAL] No, I answered it.
[AGENT][NEUTRAL] Alright, just a
[AGENT][NEUTRAL] I'm gonna try to.
[AGENT][NEUTRAL] To, um, see where I get, what kind of message I get. I'm gonna pretend to be setting it up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We're still working through some issues, you know, with any new.
[AGENT][NEUTRAL] You think
[AGENT][NEUTRAL] And let's see.
[CUSTOMER][NEUTRAL] I really.
[AGENT][NEUTRAL] Let me make sure that I typed in your email correct, but it wouldn't have sent you a code had I not so.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] OK, so after you entered your email.
[AGENT][NEUTRAL] That information and click next you should have gotten a screen that said complete your account set up and continue.
[AGENT][NEUTRAL] And I'm thinking that's where it probably sent you your code.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] So you
[CUSTOMER][NEUTRAL] Yeah, because it actually it's it's a password and all that stuff that's that's where it, it stopped.
[AGENT][NEUTRAL] OK, so did you create your new password?
[CUSTOMER][NEUTRAL] Yeah, I, I put all that in and it it when I click um continue it says claim not verified email address, so should I refresh and do it again?
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Well, it's, I, I think we're just missing a piece of information because it's, it's uh it's stating that you have not yet verified that email because it's not giving me that message.
[AGENT][NEGATIVE] I'm not getting that message.
[CUSTOMER][NEUTRAL] Yeah, I
[CUSTOMER][NEUTRAL] Yeah, I don't get it because it it asks me to enter the email address and then press send verification code. So once I do that, I'm gonna do it again, right, so I just press press verification.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so then you'll take your.
[AGENT][NEUTRAL] OK, so you did the send verification code and you got that correct?
[CUSTOMER][NEUTRAL] Yeah, I'm doing it again, so it just sent me a new code, so now I'm entering.
[AGENT][NEUTRAL] Uh, well,
[AGENT][NEUTRAL] So just copy and paste that code.
[AGENT][NEUTRAL] Into the verification spot and click verify code.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now it's asking for a new password.
[AGENT][NEUTRAL] OK, so now do your password, and I think you'll confirm it as well.
[CUSTOMER][NEUTRAL] What is the surname?
[AGENT][NEUTRAL] You actually don't have to put anything in there if, if the surname would be your last name, your given name.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh.
[CUSTOMER][POSITIVE] OK, now it says that the account has successfully been created.
[AGENT][NEUTRAL] OK, good. So, then just continue to follow the prompts. It's gonna believe ask you to go to the
[AGENT][NEUTRAL] To the login page and um it's going to send you another verification code so this is essentially like a two factor authentication.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'm in now.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] OK, so in regards to um changing my beneficiary, how do I go about that?
[AGENT][NEUTRAL] OK, so if you go to um if you can open another tab on your on your web browser and pull up our public website which is [PII].
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Should see a tab at the top that says claims and forms, just click there and you're gonna scroll down the page.
[AGENT][NEUTRAL] And give me one second to.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] There should, OK, you should see a box that has the filter by form type.
[AGENT][NEUTRAL] With a little green drop down arrow in it.
[CUSTOMER][NEUTRAL] Is that the filter? Mhm.
[AGENT][NEUTRAL] Mhm so just click the little green arrow and then you should see one of them says change and request forms.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Click on that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then now you should see one that says change request form right below that change, excuse me request change of beneficiary form and there's a blue download form button out to the right.
[CUSTOMER][NEUTRAL] Yeah, I see it.
[AGENT][NEUTRAL] OK, so just click there and that's gonna open up.
[AGENT][NEUTRAL] That um change of beneficiary form and it does give instructions on the first page, [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And this one will have to be notarized, completed, signed, and notarized.
[CUSTOMER][NEUTRAL] Got it. OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And how do I send it back? Do I upload it on here or?
[AGENT][NEUTRAL] Um, you can, or you, you may email that.
[AGENT][NEUTRAL] To the same email that I just sent you your user guide from which is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] Oh, when you sent it to my account.
[AGENT][NEUTRAL] I did, yes, ma'am. Uh-huh.
[CUSTOMER][NEUTRAL] Got it. OK.
[AGENT][NEUTRAL] And I did, yeah, from care team at AM public, yes ma'am, and let me just.
[CUSTOMER][POSITIVE] Yeah, OK, I see it. OK, thank you.
[AGENT][NEUTRAL] Let me, let me double check something for you before I.
[AGENT][NEUTRAL] Tell you that you can do that. One second.
[AGENT][NEUTRAL] As far as
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, now since you are on, so let's back up for just a second since you are on, you know your group's enrollment, Judith.
[AGENT][NEUTRAL] You will need to get with your employer.
[AGENT][POSITIVE] And they will be able to get all of that changed for you instead of you doing it directly since you're on a group pay under a group plan.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Just reach out to your HR department and let them know that you're needing to change your beneficiary and that you know.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, they'll, they'll help you with all of that.
[AGENT][NEUTRAL] So don't worry about that form that I just told you since you're under your group's enrollment.
[CUSTOMER][NEUTRAL] OK, I'll reach out to them.
[AGENT][NEUTRAL] OK, and then again just make sure about your email because like I said, it's, it's showing your personal email at the moment, but if we receive another file that has something different on it, whatever is on that file, [PII] is what it's gonna get changed over to.
[CUSTOMER][NEUTRAL] I understand.
[AGENT][NEUTRAL] OK. Well, is there anything else that I could help you with today?
[CUSTOMER][POSITIVE] That'll be all. Thank you so much.
[AGENT][POSITIVE] Well, you are certainly very welcome. It was my pleasure speaking to you and thank you again for calling APL. I hope you have a wonderful afternoon.
[CUSTOMER][POSITIVE] You too, thanks.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] OK.