AccountId: 011433970860
ContactId: 42f13847-31c0-4d05-8fb5-25af7f6ec91e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 629440 ms
Total Talk Time (AGENT): 328757 ms
Total Talk Time (CUSTOMER): 183328 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/42f13847-31c0-4d05-8fb5-25af7f6ec91e_20250604T16:50_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, hello, I'm trying to access my account online and it says that it doesn't exist. I have United Healthcare and also APL, so I wonder if you can help me to locate my account.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you're needing help with logging into your portal with APL is that correct?
[CUSTOMER][NEUTRAL] Yes, and I don't have my card too yet, so.
[AGENT][POSITIVE] Yes ma'am, I can help you with that.
[CUSTOMER][NEUTRAL] It was just renew my.
[AGENT][NEUTRAL] OK, well, I
[CUSTOMER][POSITIVE] Yeah, I think my insurance was renewed.
[CUSTOMER][POSITIVE] I think my insurance was renewed on Monday.
[AGENT][NEUTRAL] OK, yes ma'am. Well, I can try and help you with this, and who am I speaking with please?
[CUSTOMER][NEUTRAL] Uh, this is [PII].
[AGENT][NEUTRAL] I'm sorry, [PII], can you please spell your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the first letter was [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you, Miss [PII], what is a good callback number for you please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And your social security number, unless you have your policy number.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. Give me a moment please to see if I can locate your information.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, Ms. [PII], so I will need to verify several things with you first for security. So if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And again, you said that your last name is [PII] Is that correct?
[CUSTOMER][NEUTRAL] E
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you. And also your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you. The phone number that we.
[CUSTOMER][NEUTRAL] It doesn't look like I'm in your system.
[AGENT][NEUTRAL] OK, so the phone number that we have on file for you is the same as the one that you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK thank you and lastly your email address and this does appear to be your work email that's on file.
[CUSTOMER][NEUTRAL] Uh, I would prefer to be my personal email.
[AGENT][NEUTRAL] OK, but I need for you to verify your work email since that's what we have on file.
[CUSTOMER][NEUTRAL] Oh, OK. It's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I can update your information to your personal email. What would you like for that to be?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Alright, I'm going to repeat that back. [PII]?
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK, so I have gotten that updated for you. So you should be able we did have an update if you had previously set up your profile, Miss [PII], in the portal, we did have an update to it over this past weekend, so you will have to set up a new profile.
[AGENT][NEUTRAL] So when you go to the [PII].
[AGENT][NEUTRAL] You will first select.
[AGENT][NEUTRAL] The option that states to let me I'm trying to get there, create your OSC account.
[CUSTOMER][NEUTRAL] OK, give me one second. So I go to [PII], right?
[AGENT][NEUTRAL] No.
[AGENT][POSITIVE] You're gonna go to [PII].
[AGENT][NEUTRAL] Dot
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Hold on. It's [PII].
[AGENT][NEUTRAL] No, AM.
[AGENT][NEUTRAL] The letter A, the letter M.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] It doesn't exist. [PII]?
[AGENT][NEUTRAL] With are you putting, yes, ma'am. Are you putting a D on the word [PII]?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK. So put a D on there. Uh-huh, [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, I'm there.
[CUSTOMER][NEUTRAL] And it says create your OSC account, right?
[AGENT][NEUTRAL] Yes, ma'am. You will select that. Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then on the next.
[CUSTOMER][NEUTRAL] And then I go to insure.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] And click next.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And then once you get on the next screen you'll enter your, you only have to enter the the boxes that have the red asterisk, so that would be your last name, your personal email, and your date of birth.
[CUSTOMER][NEUTRAL] OK. I got it.
[CUSTOMER][NEGATIVE] Alright, complete your account set up. All right, now it's allowing me, before it's not even allowing me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am, before if you were trying to enter your personal email because we had your work email on file, it would have given you an error for security reasons.
[CUSTOMER][NEUTRAL] That's why. OK. And now, give me, OK. Uh,
[AGENT][NEUTRAL] And then you're gonna have to enter, it's gonna send you a security of a security code and it will do that twice.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I believe it emails it to you.
[CUSTOMER][NEUTRAL] Yes, give me one second.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] No, I want to make
[CUSTOMER][POSITIVE] You are amazing. Thank you so much for helping me out, and then I should continue.
[AGENT][POSITIVE] Oh, you're certainly very welcome.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Is a pass.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK, I think I got it on here and then I should be just able um to just log in, right? Because I'm still trying to.
[AGENT][NEUTRAL] Yes, ma'am. Once, yes, ma'am. After you do the security part, it'll tell you go to the login screen and when you go to log in, I believe it's going to ask you for to do another security code. It's kind of like a two-factor location.
[AGENT][NEUTRAL] And then you should be signed in fully.
[CUSTOMER][POSITIVE] OK, beautiful.
[CUSTOMER][NEUTRAL] And um and I just, I can just log in and see my, my car, right?
[AGENT][NEUTRAL] Yes, ma'am. You should be able to see your policy information and also your ID cards. Mhm.
[CUSTOMER][NEUTRAL] OK, I'm a little bit confused because they didn't explain that too well at work. So I have my regular insurance which, which is the United Healthcare, but then this APL, what does it cover?
[AGENT][NEUTRAL] OK, so for questions on your benefits, um, Ms. [PII], any information that I do provide would be a verification of benefits and not a guarantee of payment. So this policy is a supplemental policy to your primary health care insurance, and it's designed to help you with your co-pays, deductibles, and co-insurance amounts of coverage services. Now on here office visits.
[AGENT][NEUTRAL] are not covered under this supplemental policy. But if you were to receive some form of treatment,
[AGENT][NEUTRAL] In an office setting that's something that could be reviewed so what I recommend is that you always present your APL card along with your primary health care insurance card you go for medical services.
[AGENT][NEUTRAL] Because most providers will call us to verify that your policy is active and they'll ask us about any benefits that they, you know, need information on.
[AGENT][NEUTRAL] And then they will file your claims with both of your insurance companies. In the event.
[AGENT][NEUTRAL] That for some reason, they do not file with APL. If they tell you they won't file with your supplemental coverage, then that is something that you could do on your own.
[AGENT][POSITIVE] And a need arises, you can call us and we'll be happy to explain how to go about doing that.
[CUSTOMER][POSITIVE] OK, beautiful. OK, I'll go with both insurance just in case.
[AGENT][NEUTRAL] Yes, ma'am. Always give them both insurances, OK?
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Oh, well, you're
[AGENT][POSITIVE] Very well. Is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] That should be all. Thank you so much.
[AGENT][POSITIVE] Well you're welcome and thank you for calling APL. It was my talking to you and I hope you have a nice afternoon.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.