AccountId: 011433970860
ContactId: 4c4c52fd-f993-4f81-ae63-f18e5d8d3ed1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1011900 ms
Total Talk Time (AGENT): 377751 ms
Total Talk Time (CUSTOMER): 431859 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/4c4c52fd-f993-4f81-ae63-f18e5d8d3ed1_20250317T18:27_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling. I'm sorry, good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes, my name's [PII], and I had turned in a form for a wellness visit and I got a got some um explanation of benefits back or wanting some more information so I thought I would just try to do it online.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] So I went in as a new user because I've never done it online and I filled all of that out and it's telling me that the no user was found with the information that was entered.
[AGENT][POSITIVE] All right. I can help you with that. We probably just need to verify your um information, make sure we, what we have is correct. So I'll be happy to help you with that. Do you have your policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I don't
[CUSTOMER][NEGATIVE] I do, but I don't have a member number anywhere and I even have my policy and it doesn't have a member number on it.
[AGENT][NEUTRAL] Yeah, that is where you would use your um social that's you would need to put in your social at that point.
[CUSTOMER][NEUTRAL] I, I did that and it wouldn't work but the uh policy number is 00667756.
[AGENT][NEUTRAL] All right, thank you, Miss [PII]. Can you verify your date of birth and current mailing address?
[CUSTOMER][NEUTRAL] It's [PII]. Address is [PII].
[AGENT][NEUTRAL] All right, thank you. And what is your email address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK. And your
[AGENT][NEUTRAL] Callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So [PII] is your email address and let's verify your social since you said you put that in as well.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK thank you and when you went in as a new user and it ask you um.
[AGENT][NEUTRAL] Information
[AGENT][NEUTRAL] Do you remember if you chose that you were an individual with an APL policy?
[CUSTOMER][NEUTRAL] I did, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, bear with me just a second.
[CUSTOMER][NEUTRAL] And it asks for last name.
[CUSTOMER][NEUTRAL] Uh, then I put in social, then zip code, email, and date of birth and hit next and I keep getting the same message.
[AGENT][NEUTRAL] OK. Let me try something real quick. I'm gonna
[AGENT][NEUTRAL] See if it will let me.
[AGENT][NEUTRAL] Create that account.
[AGENT][NEUTRAL] See, let me see what's going on here. Hang on just a second if you don't mind.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And your last name is [PII]?
[CUSTOMER][NEUTRAL] [PII], yes, [PII].
[AGENT][NEUTRAL] OK, got you.
[AGENT][NEUTRAL] And social [PII].
[AGENT][NEUTRAL] And zip code [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, email.
[AGENT][NEUTRAL] And date of birth, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so let me go to the page where it you um are going to create a log in and password. Are you doing that on a laptop or?
[AGENT][NEUTRAL] Desktop I'm on the phone.
[CUSTOMER][NEUTRAL] No, desktop desktop.
[AGENT][NEUTRAL] Desktop.
[AGENT][NEUTRAL] And are you using Chrome or Edge or Safari?
[CUSTOMER][NEUTRAL] It's Chrome.
[AGENT][NEUTRAL] OK, so that shouldn't be a.
[AGENT][NEGATIVE] An issue.
[CUSTOMER][NEUTRAL] I mean I could try to logging in but I don't have I don't have a password or anything. I don't, I don't have that. I've never I've never logged into this.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] OK, let's go back out and just start all over. Let's do that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I'm to the log in new user part.
[AGENT][NEUTRAL] OK. OK. And so then it's going to ask you that question, you're gonna choose the very top.
[CUSTOMER][NEUTRAL] OK, new user.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, the role that describes me, I'm an individual with an APL insurance policy.
[AGENT][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] And then next.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Same information you do it again.
[AGENT][POSITIVE] Do it again. Let's see if it, see if that'll help. Let's see.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 439-06416543906 OK [PII].
[CUSTOMER][NEUTRAL] Um, saying residential zip code. I, uh, [PII] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Oh, I see what it is. I see what it is. OK, so we have [PII].
[AGENT][NEUTRAL] Do I need to change that to just the letter [PII]?
[CUSTOMER][NEUTRAL] Oh no, it's
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Got you. That's, that's gonna be our issue.
[AGENT][NEUTRAL] [PII] I didn't catch that a minute ago.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, [PII] sorry.
[AGENT][POSITIVE] Yeah, I bet it's gonna work now.
[CUSTOMER][NEUTRAL] OK. Mm.
[CUSTOMER][NEUTRAL] Uh, yeah, create my account.
[AGENT][NEUTRAL] That's, you know, these computers are particular, you know.
[CUSTOMER][NEUTRAL] Um, uh, especially with it being Monday, um, yes.
[AGENT][POSITIVE] You're right.
[AGENT][POSITIVE] You are right.
[CUSTOMER][NEUTRAL] Thank you. So, well, I, I might better hold you on the line just a minute, OK.
[AGENT][NEUTRAL] You just, I would, I would prefer if that's OK, to make sure you get taken care of.
[CUSTOMER][NEUTRAL] OK, I put user name is [PII] and password. Does it have to be lower case?
[AGENT][NEUTRAL] So your password, yeah, it's gonna be something that you're uh we can't change that. That's gonna be your
[CUSTOMER][NEUTRAL] One lower case one number.
[CUSTOMER][NEUTRAL] I'm gonna try this what is what all the rest.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Let's see, let me go, let me go back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's gonna take it.
[CUSTOMER][NEUTRAL] [PII] confirm [PII]. OK, text message phone, I don't have any of that. So.
[CUSTOMER][NEUTRAL] I have
[CUSTOMER][NEUTRAL] I have a symbol. Let's see if it's gonna take it.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I have the number sign that's not a symbol.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It's not one of that they have listed on here so.
[CUSTOMER][NEUTRAL] OK, let me go back.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think it's gonna take it.
[CUSTOMER][POSITIVE] It's taking it a minute, so that means something good.
[AGENT][POSITIVE] That's right.
[AGENT][POSITIVE] We like that, don't we?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Your account has successfully been created so.
[AGENT][POSITIVE] Yay.
[CUSTOMER][NEUTRAL] Oh
[AGENT][POSITIVE] I like to hear that. Oh, it was a pleasure and I'm sorry I didn't catch that email at first. That was the issue.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you can just where it says upload files, you can just upload those documents there. You can also click on your policy number to view your policy benefits you can check claim status, all that is available from our portal.
[CUSTOMER][NEUTRAL] That's OK. That's not.
[CUSTOMER][NEUTRAL] OK, new text message you can receive claim status.
[CUSTOMER][NEUTRAL] Oh, I can do that. Put my phone number in there. OK, [PII] and verify. OK, a text message.
[AGENT][NEUTRAL] Now you can
[AGENT][NEUTRAL] That's right. Now if you get a text message, it lets you know that the claim has been processed. It could take up to 24 to 48 hours to be able to view online, but you can click on the claim numbers to view that claim information and you can also, if you would prefer claim payment go directly to your bank account, there's a direct deposit option as well.
[CUSTOMER][POSITIVE] Oh my gosh, we get this.
[CUSTOMER][NEUTRAL] OK, alright, um, well I just did and I did not, OK, what is this one? Cancer policy it says lapsed on my daughter's. What is that?
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] It's
[AGENT][NEUTRAL] Yeah, let me
[CUSTOMER][NEUTRAL] I have 3 that are insured with [PII] and [PII] and hers is she's a dependent. It's lapsed.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Let me check that for you.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] She's no longer covered. Let's see.
[AGENT][NEUTRAL] I'm checking to see why she's no longer covered.
[CUSTOMER][NEUTRAL] Maybe because she's her age.
[AGENT][NEUTRAL] Oh, I'm thinking is that she aged out.
[CUSTOMER][NEUTRAL] Mhm, because she's [PII], but I've had her on this. I've had her on this from the beginning, so.
[AGENT][NEUTRAL] Yeah, that's it.
[AGENT][NEUTRAL] That's right. It's
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] So what do I pay each month just for the two of us just for [PII] and I?
[AGENT][NEUTRAL] So if you're online, if you will click on your policy number.
[AGENT][NEUTRAL] It's gonna download your policy certificate and we can look at that and look at the benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I don't see, um, OK, on my policy number I've got it.
[AGENT][NEUTRAL] OK, so I'm going to put in a request. I don't see your policy certificate online. This was
[AGENT][NEUTRAL] An older policy, we're gonna get that on there.
[CUSTOMER][NEUTRAL] Well, I'm telling, I have had and I I've got my policy right here and I'm gonna tell you the story why I took this policy. I worked for the school system in [PII] years ago I worked with a cousin and she had this policy and she ended up with some type of rare brain cancer.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] And she made me promise that I would take this policy and never.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Let it uh lapse because it saved her from losing their house and their cars.
[AGENT][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] Yes, she, she had it. She said that's the only thing. OK, it is I got there seems to be a problem. It appears your document is missing. APL customer service has been notified. Please allow at least 40 hours for the document to be available online.
[AGENT][NEUTRAL] So that means that your policy certificate, because it's an older policy, it was not uploaded online so um they're going to get that added for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, can I go ahead and do this wellness claim though?
[AGENT][POSITIVE] Absolutely, absolutely. So now for your wellness claim, all you have to do is to complete.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] The um
[AGENT][NEUTRAL] Complete the claim form.
[CUSTOMER][NEGATIVE] Well, I sent one in and they sent it back and said I didn't include everything I needed.
[AGENT][NEUTRAL] On the claim form.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes ma'am, I had a claim, um, the claim number was 3574425.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I must have put the wrong date on it.
[AGENT][NEUTRAL] I'm checking it.
[CUSTOMER][NEUTRAL] Or something
[AGENT][NEUTRAL] Let me just get that pulled up and we'll take a look at this as well.
[AGENT][NEUTRAL] Let's see. Uh, it doesn't have the patient's name or last name on it. You put about the insured, but they didn't know what patient this is on, if it's for you or, or your husband.
[CUSTOMER][NEUTRAL] Oh, which page was that on?
[AGENT][NEUTRAL] On page one.
[CUSTOMER][NEUTRAL] On page one I didn't put the person's name.
[AGENT][NEUTRAL] See where it says um.
[CUSTOMER][NEUTRAL] About the patient.
[AGENT][NEUTRAL] Yeah, about the patient. Right.
[CUSTOMER][NEUTRAL] Fiction being about the patient.
[CUSTOMER][NEUTRAL] OK, OK, alright, well I'll, I'll get that done, no problem, and I'm also noticing that it says I do not have ID cards for this. Can I get some of those sent?
[AGENT][NEGATIVE] So for your um cancer policy, it does not provide wellness benefits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me tell you, on the test, on the test.
[CUSTOMER][NEUTRAL] Now
[CUSTOMER][NEUTRAL] Now wait a minute.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][POSITIVE] My cancer policy does provide wellness because I, I did a claim a couple of months ago and I got a check already.
[AGENT][NEUTRAL] I'm sorry, I'm sorry, I meant ID cards. I'm sorry, I was looking at your claim and see what else. I apologize.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK. I say OK.
[AGENT][NEUTRAL] I'm just trying to take such, I'm trying to take good care of you and I was just trying to do 3 things at one time and it just didn't work that time. I apologize.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Yeah, well, this is covered ID cards are not provided on this plan.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And also on the claim form for the wellness, you put a future date of [PII].
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] Oh gosh.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] It was supposed to have me in.
[CUSTOMER][NEUTRAL] What did I do with my paper?
[CUSTOMER][NEGATIVE] Well, I got to talking and misplaced my paper.
[CUSTOMER][NEUTRAL] Mm, it's, it's here somewhere. It was on [PII] um.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It was on February.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so you need to adjust that date of service because we have [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh yes. I'm, I'm not surprised.
[AGENT][POSITIVE] That's not a problem.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Well, I appreciate you helping me get through all this and I will.
[AGENT][NEGATIVE] No, no.
[AGENT][NEUTRAL] Oh sure.
[CUSTOMER][NEUTRAL] It's going in.
[CUSTOMER][NEUTRAL] Get it in you. There it is [PII].
[CUSTOMER][POSITIVE] So thank you so much for your time. I do appreciate it.
[AGENT][POSITIVE] Miss [PII], it has been such a pleasure to assist you. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No ma'am, that's all I do appreciate it.
[AGENT][POSITIVE] It's my pleasure and thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.