AccountId: 011433970860
ContactId: 4353fe3c-f05a-47f9-8a56-9b4d8dd925d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 430200 ms
Total Talk Time (AGENT): 125222 ms
Total Talk Time (CUSTOMER): 226903 ms
Interruptions: 4
Overall Sentiment: AGENT=0.7, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/4353fe3c-f05a-47f9-8a56-9b4d8dd925d9_20250611T14:43_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], yes, um, our, excuse me, our policy with you guys unfortunately expired at the end of [PII]. However, we have a, a, a medical procedure that happened, um, and that occurred during [PII], and I've been filing some, and for some reason I can't log in anymore and I don't know what the issue is.
[AGENT][NEUTRAL] It may be because it may be because the, it, um, is no longer in effect. You may not be able to get on there.
[CUSTOMER][NEUTRAL] Have you changed?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Correct, but as of about a month ago, I was able to because I'm still submitting, you know, because it was at the end of the year in [PII]. So the claims were actually, you know, in December when we had the valid coverage and I've been filing some, but now it just stopped. So how can I get back into it to.
[AGENT][NEUTRAL] I know they, I know they changed it. They set up a whole new system.
[CUSTOMER][NEUTRAL] Yes, it looks like they changed the logins exactly I can see that so how can I get in?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] I can find out for you and call you back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm not sure. Um, what was your name?
[CUSTOMER][NEUTRAL] Well, it's, it's under my husband's name. I'll give you, it's, it's, but I'm, I'm of course on it. That's why I can talk to you. [PII]
[AGENT][NEUTRAL] OK. And do you have a phone number?
[CUSTOMER][NEUTRAL] And the last name is [PII]. Uh let me give you the last name, that's the first name. The last name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you. And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And do you have the policy number?
[CUSTOMER][NEUTRAL] I did, I'm looking at the card. It just has a group number. Is that a policy number?
[AGENT][NEUTRAL] Does it have inpatient, outpatient certificate number or something like that?
[CUSTOMER][NEUTRAL] Yes, both of those in in hospital benefit, outpatient benefit, but they're two different numbers, so.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, you can give me either one of those.
[CUSTOMER][NEUTRAL] Either one of them? OK. The first in hospital benefit is 01807330.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] ML 7 now given now that you're telling me that that's the account number I'll try it tells me I can I can um sign up for I think I can see that they changed something so um but yeah if you wanna.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Please provide the tax, tax ID number. That's
[CUSTOMER][NEUTRAL] Uh, OK, anyway, yes, if you can call me back because I'm not getting anywhere so I appreciate it.
[AGENT][NEUTRAL] Yeah, the tax ID number is something to do with the provider. It shouldn't be asking you for that.
[CUSTOMER][NEGATIVE] Yeah, yeah, yeah, no, I, I, I, I realized I was so, you know, I did that wrong. So, um, and then once we put my full full social, social security number, I don't like doing that. So yeah, if you can call me back.
[AGENT][NEUTRAL] OK, and your name was [PII]?
[CUSTOMER][NEUTRAL] [PII], yep.
[AGENT][NEUTRAL] And your date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Thank you, Ms. [PII].
[CUSTOMER][NEUTRAL] Trying to and I just thought, do you, do you have any access? Can you see what email is associated with the account?
[CUSTOMER][NEUTRAL] I think it's [PII]. I'm just trying it one more time while you're on the phone.
[AGENT][NEUTRAL] Let's see. It is [PII].
[CUSTOMER][NEUTRAL] OK, let me, let me see if, see if this works. Let me try something.
[CUSTOMER][NEGATIVE] No, it keeps giving me an error because it says to set up OSC something new and I'm putting in my husband's social security number, last name, residential zip code, date of birth is all correct, and it says there's an error, so.
[AGENT][NEUTRAL] What's the error say?
[CUSTOMER][NEUTRAL] OK, let me see, bring it up again. No user was found with this information that was entered. Please try again. If not, please call [PII]. Yeah, because I 6 months later, I need to be able to file. I'm still filing some claims, yes, because they're like getting them to me. It wasn't me, it's them, so the provider. All right.
[AGENT][NEUTRAL] OK. Let me find out about that.
[AGENT][NEUTRAL] Let me find out about that.
[AGENT][NEUTRAL] Right, yeah. So it may be because your policy's lapsed. I'm not sure about that. Let me find out and I'll call you.
[CUSTOMER][POSITIVE] You're right.
[CUSTOMER][POSITIVE] Yeah, usually, they leave them open, they leave them available, you know, because we, they changed them to primary health coverage too, but I have access to it for 18 months, you know, usually they're still available to see it. So, yeah, if you can see, have somebody reactivate it for me or something, that'd be great. All right.
[AGENT][NEUTRAL] Um, hold on just a second. Let me look at, we got some new information this morning. Let me take a look at it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] Great.
[CUSTOMER][NEUTRAL] Its to link your account we need this information. Please make sure it matches what we have on file.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you click the log in, let's see.
[CUSTOMER][NEUTRAL] Uh, yeah, because I, I could, you know, sign up for OS. I got if I go back a page, let me go back and.
[AGENT][NEUTRAL] Under my policy in the my destab you can see.
[CUSTOMER][NEUTRAL] Uh, create your OSC account, yeah.
[AGENT][NEUTRAL] Pro profile information covered in individual dependents. Let's see, continue scrolling down to see policy number, policy status.
[AGENT][NEUTRAL] OK, I, I will, let's see. Hold on one second. I'm sorry.
[CUSTOMER][NEUTRAL] Yeah, no worries. I just need to figure this out because I do have another claim right in front of me to file, but I can't, can't can't log in and it's still again they just sent me the bill [PII], so but the pro procedure was [PII] when we had coverage so.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm not seeing anything. Let me give you a call back. I'll find out for you then and I'll call you back.
[CUSTOMER][POSITIVE] Yeah, no problem, just need to file a claim. OK, thank you very much.
[AGENT][NEUTRAL] Is there anything else I can help you with right now?
[CUSTOMER][POSITIVE] Appreciate that.
[CUSTOMER][POSITIVE] Nope, I'll just wait to hear back from you. Thank you very much though.
[AGENT][POSITIVE] Thank you, Ms. [PII], for calling APO. You have a good day and I'll call you back shortly.
[CUSTOMER][POSITIVE] You too. Take care now. Yeah. Bye. Bye.
[AGENT][NEUTRAL] Mhm. Bye bye.