AccountId: 011433970860
ContactId: 469b07c9-61d3-4788-93ae-1703cd5d7539
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 547559 ms
Total Talk Time (AGENT): 241263 ms
Total Talk Time (CUSTOMER): 185221 ms
Interruptions: 4
Overall Sentiment: AGENT=0.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/469b07c9-61d3-4788-93ae-1703cd5d7539_20250609T17:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], can I give you my uh account number?
[AGENT][NEUTRAL] Uh, sure, what's your account number?
[CUSTOMER][NEUTRAL] 0254953
[CUSTOMER][NEUTRAL] 7
[CUSTOMER][NEUTRAL] M as in Mike. L as in Lima, and 7.
[AGENT][NEUTRAL] OK, and can I get your name and a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Sure, [PII] and [PII].
[AGENT][NEUTRAL] And just to verify, you said [PII].
[AGENT][NEUTRAL] 953 and then S.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] No, no, no, 7.
[AGENT][NEUTRAL] 07
[CUSTOMER][NEUTRAL] [PII] yeah 7 M [PII] then the number 7 again.
[AGENT][NEUTRAL] OK, and can I get you to verify your date of birth for me please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the address that we have on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much. And how can I help you today?
[CUSTOMER][NEUTRAL] Last week I faxed over explanation of benefits from Florida Blue because you guys needed it to process the uh inpatient uh gap policy.
[CUSTOMER][POSITIVE] And I just wanna make sure you got it and and it's you got everything you need now.
[AGENT][NEUTRAL] Give me just one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Do you happen to know what the claim number was or the date of service was?
[CUSTOMER][NEUTRAL] Uh, well, uh, my surgery, I had a knee replacement. It was, uh, [PII], I believe. Let me just double check the calendar here.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, give me just one moment.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][NEUTRAL] And you said you sent it over um.
[CUSTOMER][NEUTRAL] Facts because I've been trying to log in and and.
[AGENT][NEUTRAL] That's
[CUSTOMER][NEUTRAL] And with your portal and it's, it's not, it's not recognizing my email address which is the one you have on file the endmena at midway [PII].
[AGENT][NEUTRAL] Um, while I look this up, I do want to let you know that um,
[AGENT][NEUTRAL] We got a new online portal as of Monday of last week, so we have been asking everyone, even if you had an account previous with us, you will go to the same website [PII].
[CUSTOMER][NEUTRAL] Uh huh
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And you'll click create OSC account.
[CUSTOMER][NEUTRAL] OK, you
[CUSTOMER][NEUTRAL] So I go to American Public. Let me just do that right now. I'm in front of a computer.
[AGENT][NEUTRAL] OK, go to secured.
[CUSTOMER][NEUTRAL] What's the website address?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] [PII] OK.
[AGENT][NEUTRAL] And you will need, yes sir, and you will need to create a new account so it will be um.
[AGENT][NEUTRAL] Create your OSC account and I will say go ahead and put in your information only put in what is required. I wouldn't put in in any of the extra. I believe the extras like social security number and phone number. I would only put with the asterisk.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Right, I just put in insured. Do I do I do insured?
[AGENT][POSITIVE] Yes, you are an insured, yes.
[CUSTOMER][POSITIVE] OK, just uh try to do this with you right now.
[AGENT][NEUTRAL] Yeah, that's OK, and I'll keep looking up your policy documents.
[CUSTOMER][NEUTRAL] OK, so just my last.
[CUSTOMER][NEUTRAL] The last name, the zip code?
[CUSTOMER][NEUTRAL] Um, my date of birth?
[AGENT][NEUTRAL] Yes, so it'll be the zip code that you have.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then my my email.
[AGENT][POSITIVE] Correct.
[AGENT][NEGATIVE] Yeah, I wouldn't put in any of the extra because that's, that's been causing an issue for some people.
[CUSTOMER][NEUTRAL] Is it, would it be the same?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Ma'am, you want me to use the email that's on file correct?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] So the [PII].
[CUSTOMER][NEGATIVE] So, so it says no user found.
[CUSTOMER][NEUTRAL] Yeah, it says error no user found with this information was entered.
[AGENT][NEUTRAL] OK give me just a moment.
[AGENT][NEUTRAL] And I am showing that what you faxed in is currently being processed, so I'm unable to um access if it's ready yet um it is still currently being processed.
[CUSTOMER][NEUTRAL] OK, um, how do I fix this online thing in case you guys need more information because it's not recognizing that email.
[AGENT][NEUTRAL] Um, I'm going to check something real quick, see if we can troubleshoot, and then if not, uh, I will put in a ticket for you.
[AGENT][NEUTRAL] To get it fixed, give me just a moment.
[CUSTOMER][POSITIVE] Great thank you mhm.
[CUSTOMER][POSITIVE] Sure, take your time.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So when you went to [PII] and you clicked insured.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Um, what did you put for last name? Did you just put [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am. That's it.
[AGENT][NEUTRAL] OK, so you need to do uh [PII] and then a space and then [PII] for junior because that's how we have it in our system.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Ah
[AGENT][NEUTRAL] Yeah, yeah, it was it, yep, it was able to let me do that after that, so I canceled out just to make sure, uh, it's, it's a lot harder sometimes with like junior and 3 and all that, so, uh, you have to have it just like how we have it in our system so it's just a space in between.
[CUSTOMER][NEUTRAL] Complete your account set up.
[CUSTOMER][NEUTRAL] Display name is my uh uh full name.
[AGENT][NEUTRAL] The display name will be um.
[AGENT][NEUTRAL] Whatever you want it to identify you as, uh, it'll ask for your first and last name and you don't have to put a display name in there but it'll say things like hello unknown so it's just how you want it to verify who you are, um, and I will say before you uh fill out the password or anything I would put your email in and do the send verification code and verify your email beforehand, otherwise um it hasn't always worked for everyone if they do it all at once.
[CUSTOMER][NEUTRAL] I got
[CUSTOMER][NEUTRAL] OK, yeah, I got that code claim not verified email address so I just send a code so I gotta wait for it to come back.
[AGENT][NEUTRAL] Yeah and so uh if you don't see it uh in your email in a couple of seconds, check your spam.
[CUSTOMER][NEUTRAL] OK, uh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then I think it comes from uh Microsoft.
[AGENT][NEUTRAL] Microsoft on behalf of APL OK, OK.
[CUSTOMER][POSITIVE] Yeah I got it I got it I got it.
[CUSTOMER][NEUTRAL] So when I put the number in, do I hit continue or do I hit verify code?
[AGENT][NEUTRAL] Hit verify code.
[CUSTOMER][NEUTRAL] Claim not verified change email address.
[AGENT][NEUTRAL] No
[CUSTOMER][NEUTRAL] I just hit continue. OK, wait a minute. I agree terms of use accepted policy.
[CUSTOMER][POSITIVE] I think I'm getting somewhere. The account's been created. Oh my god, I'm in.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and it'll say go to your dashboard and it will ask you to log in again um one of the new security features we added since we took away user names um is it will verify your address, your email address every time you log in so every time you log in you'll put your email address in and click send the verification code so that's a new security feature that we added.
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Alright I'm waiting for that code so I think, I think once I get it I'll get in.
[AGENT][NEUTRAL] Yes, and then you should be able to check claims, but I am showing that we have one processing currently, um, so it just hasn't been processed completely yet.
[CUSTOMER][NEUTRAL] And and you did you said you did get the documents I, I sent, right?
[AGENT][NEUTRAL] Yes, it's just being processed right now.
[AGENT][NEUTRAL] So I'm not able to tell you if it's going to get denied or not, OK.
[CUSTOMER][POSITIVE] OK, all right, thanks a lot.
[CUSTOMER][POSITIVE] Super, I really appreciate your help thank you so much.
[AGENT][NEUTRAL] OK, any time is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Great, thank you for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye