AccountId: 011433970860
ContactId: 44e9cdd1-5170-4eee-b74f-4a458c069bf9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 751140 ms
Total Talk Time (AGENT): 291217 ms
Total Talk Time (CUSTOMER): 152406 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/44e9cdd1-5170-4eee-b74f-4a458c069bf9_20250612T15:37_UTC.wav
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[AGENT][NEUTRAL] APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling because I was just trying to sign up for the um online service center and to just make sure I'm connected, I guess, um, but when I input my information it said that I was not a user.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hm, OK. Is it your personal policy? Are you, um, the admin for like a group or?
[CUSTOMER][NEUTRAL] Uh, personal.
[AGENT][NEUTRAL] All right, let's take a look here. Do you have your policy number by chance?
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] It is 025841.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 22.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And then if I could just verify, [PII], please, your date of birth and address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then what email should we have on file?
[CUSTOMER][NEUTRAL] Um, oh, that might be part of the issue.
[CUSTOMER][NEUTRAL] That might be it. Let me, um.
[CUSTOMER][NEUTRAL] I guess they probably put [PII].
[CUSTOMER][NEUTRAL] At [PII] [PII].
[AGENT][NEUTRAL] Um, no, you actually have [PII].
[CUSTOMER][POSITIVE] Oh, good. Yes, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, so when you clicked create OSC account and then you click insured, what was it saying after you entered that info?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, it gave me the option to provide the following information, and I gave all that information which with that email, um, and I tried it with the member ID.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh, actually I don't know what the member ID was. I tried it with the policy number I guess that's incorrect, but I also tried it with my social, which it didn't pull up.
[AGENT][NEUTRAL] OK, so in the last name [PII], I don't know how you put, let's see how they have your last name. They have it as like 2, it looks like.
[CUSTOMER][NEUTRAL] Oh, do they have me in as [PII] or?
[AGENT][NEUTRAL] Um, it's actually [PII] and then [PII]
[CUSTOMER][NEUTRAL] Huh, they have that as my last name, so they didn't take off my credentials. Let me.
[AGENT][POSITIVE] Yeah, yeah, let me take that off. I can fix that, cause I think that's part of it, um, cause it all has to match exactly here. So let me
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me correct that. Um, one second.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, [PII] try again online and see if it'll let you move forward now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] No, it still says no user found.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you know what my member ID number is?
[AGENT][NEUTRAL] Well, the only required spots are the last name and emails, so you see the little red asterisk.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So, yeah, you shouldn't even have to put in like, I mean, it should take your social, but you shouldn't have to put any of that in.
[AGENT][NEUTRAL] Just your date of birth.
[CUSTOMER][NEGATIVE] Yeah it still says no.
[AGENT][NEUTRAL] OK. Date of birth is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm, OK, let me see, let me try on my side and see what it does.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Are you using um Google Chrome by chance as the browser?
[CUSTOMER][NEUTRAL] I am
[CUSTOMER][NEUTRAL] Should I use something else? Let's
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, that's the preferred one. Try, do you know how to clear your browsing history?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Maybe, no, I don't I do that.
[AGENT][NEUTRAL] So go in the top right hand corner of your browser.
[AGENT][NEUTRAL] And click on the three dots and there should be an option to clear browsing data, clear your history, close out of everything and reopen a new one because it's letting me move forward.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hm, OK.
[CUSTOMER][NEUTRAL] Clear browsing history.
[AGENT][NEUTRAL] I should say, yeah, delete browsing data.
[CUSTOMER][NEUTRAL] There it is OK.
[AGENT][NEUTRAL] And then close out of everything and open a new site.
[CUSTOMER][NEUTRAL] That's how I know my to do list.
[CUSTOMER][NEUTRAL] Alright, close out of everything.
[AGENT][NEUTRAL] And after you click insured and it asks for your info, you should just have to put in last name, email, and date of birth. You can leave the social, member ID, and zip code blank.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Huh, it still says that for me.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, you have access to your email. I mean, I can set a temporary password and then you can just change it, OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, that might be.
[AGENT][NEUTRAL] OK, I just sent a verification code to your email so when you get that, let me know what that is.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK [PII], you should be able to log in now so if you click log in you're gonna put your email as your username that's the username going forward.
[AGENT][NEUTRAL] The password that I created for the account is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We'll send your email a verification code. That's part of the, the change, so unfortunately, you're gonna, yeah, have to do that every time now.
[CUSTOMER][NEUTRAL] There it is, yeah.
[CUSTOMER][NEUTRAL] Well, where'd it go?
[CUSTOMER][NEUTRAL] 3
[CUSTOMER][NEUTRAL] OK, looks like I'm in. OK, and it just says start your claim. OK, perfect. And from what I understand, I'm only able to use this when I've met a certain amount of my deductible, correct?
[AGENT][POSITIVE] Awesome.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, let me, I didn't even, I wasn't paying attention to your, yeah, your plan type, sorry. Um, so, yeah, this will pick up deductible, co-pay, co-insurance from your primary, um.
[CUSTOMER][NEUTRAL] That gap insurance.
[AGENT][NEUTRAL] It you don't have to meet a certain on your primary, is that what you're asking before you can use it?
[CUSTOMER][NEUTRAL] I have no idea. When do I use it?
[AGENT][NEUTRAL] So, you should be able to use it anytime you go to a doctor and have any sort of treatment. Um, I don't know if it covers office visits. Let me see. Um, so essentially what you would do is anytime you go to a doctor, provide them your primary insurance and then let them know that you have this as secondary.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that it's meant to pick up any difference between your primary, that way you don't have any sort of like out of pocket cost. Sometimes it'll pick up co-pays for doctors visits, like just a regular PCP. Some of these don't. That's what I'm checking on here.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah, mine was looking more for um.
[CUSTOMER][NEUTRAL] Uh, yeah, it was a doctor's visit, a virtual.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So yeah yours actually covers office visits so um.
[AGENT][NEUTRAL] Yeah, so any time that you see a doctor, um, for any sort of office visit, it's just considered outpatient and your outpatient benefit amount is up to $3000 for the year. So we're gonna cover up to $3000 for um outpatient. Uh, the inpatient benefit is the same amount, so that would be, of course, like if you were in the hospital or anything like that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Huh, OK.
[CUSTOMER][NEUTRAL] Right. OK.
[CUSTOMER][POSITIVE] Well, I will let them know thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day, [PII].
[CUSTOMER][POSITIVE] OK, thanks. You do the same.
[AGENT][NEUTRAL] Bye bye.