AccountId: 011433970860
ContactId: 4cf059d6-de4a-41ca-88f2-c149788033a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 593539 ms
Total Talk Time (AGENT): 218996 ms
Total Talk Time (CUSTOMER): 236861 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/4cf059d6-de4a-41ca-88f2-c149788033a2_20250401T14:31_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi and um I was trying to register online and I entered in all the information and it says oops there seems to be a problem and asked me to give you guys a call.
[AGENT][NEUTRAL] OK, um, well, I can look into the online service center, um, sign up for you. It might be something that we just need to uh switch. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And it's [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] Um, OK, uh, 021-66862.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for the policy to come up here.
[AGENT][NEUTRAL] And I have you here. I just need you to verify your date of birth and the mailing address on file.
[CUSTOMER][NEUTRAL] My date of birth is [PII] and it's [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. Hold on one moment, let me check and see if there's anything. OK, it's not. So, there's a few things. One, when it's asking for, um, when you're signing up, are you using um Mr. [PII]'s information or yours?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I was because his name's on the card.
[AGENT][NEUTRAL] OK, good. Um, so where it says the um social security number or member ID, what number are you putting there?
[CUSTOMER][NEUTRAL] I put his social security number in and it didn't take it.
[AGENT][NEUTRAL] OK, and what's the email address that you're using?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so um.
[AGENT][NEUTRAL] So there's two options. It's probably the email that's giving you this error because it looks like this might be his work email we have on file and it just has to.
[CUSTOMER][NEUTRAL] He has, uh, OK.
[AGENT][NEUTRAL] So, um,
[CUSTOMER][NEUTRAL] Yeah, because I have access to the [PII] one I don't have access to his work email so I was trying to register it that way because I'm the one who handles everything.
[AGENT][NEUTRAL] So if he's, so there's two things. If he's available, we can either update the email address on file to the [PII] or um you will have to sign up with the shading source uh email because that's what's on file. Which one would you want to do?
[CUSTOMER][NEUTRAL] So if we did the shading source one that's on file then I guess an email would be sent to that email verifying and then I would have to go from there.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Well, no, it's gonna ask you for a phone number um to like receive text messages, so it's gonna send you a text um verification and then, you know, further down the line when you file claims, it'll text that number, hey, we received the claim or it's in processing. So it'll come to the phone, um, it won't be like an email, it just
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEGATIVE] It's giving you that error because that's that's not matching.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEGATIVE] The the email address is not matching.
[AGENT][NEUTRAL] Mhm, because we have the shading and then
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, he's not available today, so I guess I could just call back when he's available to try and switch the email address and then I'll be able to manage all of it so I could basically upload my claims online because I've been mailing everything now.
[AGENT][NEUTRAL] Yeah, you can do it now if you like. I'll stay on the phone with you. I mean, the you just need to put the email that we have on file. It's not gonna send anything to it. It's gonna send the verification to the phone number that you put.
[CUSTOMER][NEUTRAL] So that could be my number then.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, let me, OK.
[CUSTOMER][NEUTRAL] Let's see, so it's [PII].
[CUSTOMER][NEUTRAL] is it [PII]?
[AGENT][NEUTRAL] Uh, just [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, OK. So,
[AGENT][NEUTRAL] So if you get to the part where um
[CUSTOMER][NEUTRAL] Excuse me, yeah, I, I've got a user name.
[AGENT][NEUTRAL] But
[AGENT][POSITIVE] OK, good. So then yes, you're fine now.
[CUSTOMER][NEUTRAL] So I just create a user.
[CUSTOMER][NEUTRAL] Name hold on, let me do all this while I've got you on the phone in case anything else happens.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And password.
[CUSTOMER][NEUTRAL] Now it says email would that be the shading source again or can I change the email?
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] So I need to put the email as shading source on that one.
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And then I can use my phone number for texting and all that.
[AGENT][NEUTRAL] Mhm. Yes, ma'am, and then it'll come to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] 00, your account has been successfully created. OK, so then I can go.
[CUSTOMER][NEUTRAL] And log in.
[CUSTOMER][NEUTRAL] Welcome [PII].
[CUSTOMER][NEUTRAL] You can receive claim status updates via text message if I enter in my phone number.
[CUSTOMER][NEUTRAL] Verify.
[CUSTOMER][NEUTRAL] Uh, sent me a text 61.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] So we were
[CUSTOMER][NEUTRAL] OK, so I see because we changed our.
[CUSTOMER][NEUTRAL] Excuse me, I'm sorry, um.
[CUSTOMER][NEUTRAL] Oh, OK, all of it says active as of today. OK, so now and like if I have my EOBs from the medical, I can just upload those files directly to here instead of mailing them correct?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] So I was just having a whole conversation on you. I'm sorry.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It's OK
[AGENT][NEUTRAL] I'm, I'm like, wait, she can't hear me.
[CUSTOMER][NEUTRAL] I was like, where did she go? I was talking to.
[AGENT][NEUTRAL] I'm sorry. So, um,
[AGENT][NEUTRAL] No, I forgot the question. I was answering it. Can you ask your question again? I'm sorry. That threw me off when I was on mute.
[CUSTOMER][NEUTRAL] It's OK. So what I've been, what I had been doing before because I could never get access online, um, and we just got our new cards in the mail is, um, I was photocopying the card and then mailing in copies of the EOBs so now I can just scan the EOBs and upload those files directly to get them processed.
[AGENT][NEUTRAL] Yes, when you use your, um, once you sign up and you have access and then you're gonna get to your dashboard, on the dashboard, you'll see like a little pop up and it should say upload documents. It, it sometimes it says file a claim, sometimes it says upload documents.
[CUSTOMER][NEUTRAL] Yep, I'm on that.
[CUSTOMER][NEUTRAL] Yeah, it says my claims upload documents for a claim.
[AGENT][NEUTRAL] Mhm. So you'll click on that and every time you, that's where you'll go to start a new claim. Um, when you anytime you submit anything in the online service center it's going to look as if it's a new entry. So like if you submit something and then they ask for additional information and you upload it, don't look for it to connect to that original claim. It's going to be a new entry, but once the examiner sees it, they'll know this is the, you know, whatever we asked for for the previous claim.
[CUSTOMER][NEUTRAL] OK, alright, well I'll try this now that I've got it instead of mailing everything in and waiting, um, is it is the turnaround time usually faster when you upload versus mailing?
[AGENT][NEUTRAL] Yes, um, it's 7 to the just in general the turnaround is 7 to 15 business days from the day we receive it. So the online will make it easy, uh, you know, quicker to receive it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, that sounds good I guess I'll call you guys back if I have any questions, but I'll try to upload the stuff.
[AGENT][NEUTRAL] Alrighty, well, was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] No, that's it thank you so much.
[AGENT][POSITIVE] You're welcome and thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.