AccountId: 011433970860
ContactId: 4e88d853-6694-4c62-8d7c-2ccf68c86e8a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 2980510 ms
Total Talk Time (AGENT): 907562 ms
Total Talk Time (CUSTOMER): 994119 ms
Interruptions: 10
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/4e88d853-6694-4c62-8d7c-2ccf68c86e8a_20250618T21:17_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, uh, I'm, uh, an agent, and I'm trying to get the cards.
[CUSTOMER][NEUTRAL] One of one of our clients.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm trying to navigate, I guess the new website.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And so
[CUSTOMER][NEUTRAL] Where does one go to order new cards?
[AGENT][NEUTRAL] So are you able to see your groups? Can you see your actual groups that are under you?
[CUSTOMER][NEUTRAL] Uh, just a second, let me.
[AGENT][NEUTRAL] a dashboard. Mhm.
[CUSTOMER][NEUTRAL] OK, I, I thought my login was my NPN number.
[AGENT][NEUTRAL] No, they did you already register for a new account?
[CUSTOMER][NEUTRAL] OK, what do you mean by a new account?
[AGENT][NEUTRAL] So, so we updated our website and sent notification out to everybody that you have to re-register on our updated platform. Have you done any of that yet?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, so let me hang on just a second, let me look you up real quick. Um, do you have your broker ID number, your, do you have an agency or you, do you have an agency and a broker account or just a broker account?
[CUSTOMER][NEUTRAL] Broker account.
[AGENT][NEUTRAL] OK, let me get to different screen. Give me just one second.
[CUSTOMER][NEUTRAL] And my old number.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 606-289-8
[CUSTOMER][NEUTRAL] What does this create your OSC account?
[AGENT][NEUTRAL] 56898.
[AGENT][NEUTRAL] Yes, so let me, I need to see what email address we have in our system. What's your last name?
[CUSTOMER][NEGATIVE] No [PII]
[AGENT][NEUTRAL] ILL [PII] and all.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, hang on just a second, let me get your account here.
[AGENT][NEUTRAL] OK, so yeah, so what you'll want to do is you'll go to where it says create your OSC account and you'll click the agent broker, select that and hit next.
[AGENT][NEUTRAL] And then you only want to fill out on the next page, the parts that have the red asterisk, so you want to put your last name in there, and then the email address that we have on your account is it's [PII].
[AGENT][NEUTRAL] Insurance, yeah, yeah, OK.
[CUSTOMER][NEUTRAL] Correct, and you said only the ones that are.
[CUSTOMER][NEUTRAL] Asterisk red asterisk.
[AGENT][NEUTRAL] Have a red asterisk.
[AGENT][NEUTRAL] Yes, it's your last name.
[CUSTOMER][NEUTRAL] Not the zip code and not the social security.
[AGENT][POSITIVE] Correct, correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, now, ma'am, I'm, I'm directing this at APL, not at you personally.
[AGENT][NEUTRAL] You're fine. I understand.
[CUSTOMER][NEUTRAL] Why don't you ask me for my social security number if you don't want it, uh.
[AGENT][NEUTRAL] I don't know. Uh, that's we, I don't know they put that on there and people were filling everything out and when they fill everything out, something doesn't go through correctly, which I believe was something that they didn't discover in testing and we found out when we went live so then when they found out if you just enter the required information, you don't get any weird error messages. So I'm not sure they're trying to troubleshoot that on the back end.
[CUSTOMER][NEUTRAL] OK, now it's.
[CUSTOMER][NEUTRAL] Complete your account set up.
[AGENT][NEUTRAL] Mhm. Now it's gonna ask you, I can't get to that next page, so I, it should ask you, I think you have to ask, request a pin and then that's gonna come to that email address for you to enter the pin and then it'll ask you to set up your um password information.
[AGENT][NEUTRAL] And now your username is gonna be your email address.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Not not the NPN number.
[AGENT][NEUTRAL] No, when you log in now, it's gonna be your email address and your password, and then it'll ask you to authenticate, you'll get a pin.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, there hasn't.
[CUSTOMER][NEUTRAL] So go back over here now it's just to continue it's just circling.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] To complete your account set up, click continue, which is what I did.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Once you have created your account, you will be redirected back to the online service center to complete your set up.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] What browser did you use? Did it has it gone through yet?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Chrome
[AGENT][NEUTRAL] Chrome, OK, that should be the one you wanna use.
[AGENT][NEUTRAL] When you went to the website, when you went to the website, did you go directly to the website or did you go through a link that we sent you?
[CUSTOMER][NEUTRAL] It it has
[AGENT][NEUTRAL] In a document or anything.
[CUSTOMER][NEUTRAL] No, I want direct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] Trying to make sure all this information is correct.
[CUSTOMER][NEUTRAL] OK, cancel.
[CUSTOMER][NEUTRAL] That it won't let me cancel.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's
[CUSTOMER][NEUTRAL] Go back
[AGENT][NEUTRAL] I won't let you go back.
[CUSTOMER][NEUTRAL] OK, agency broker, yeah, it's no, it's still it's the, I call it the wheel of death just continues to circle.
[AGENT][NEUTRAL] Mhm. OK.
[AGENT][NEGATIVE] Mhm, I know, I hate that thing. It's annoying.
[AGENT][NEUTRAL] Yes. Well, like, will it let you x off the page completely?
[CUSTOMER][NEUTRAL] OK, I'm all the way back to welcome to online center.
[AGENT][NEUTRAL] Let's, um, did you?
[CUSTOMER][NEUTRAL] Create your OSC account.
[AGENT][NEUTRAL] Did you open up a brand new browser and just go start fresh, or did you go just back, did you just back to the back arrow?
[CUSTOMER][NEGATIVE] Uh, I did the back here, so now I'm gonna cancel out.
[AGENT][NEUTRAL] That's
[AGENT][NEUTRAL] I would um open up a brand new browser and just start fresh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And just go to the [PII].
[CUSTOMER][NEUTRAL] What I'm gonna
[CUSTOMER][NEUTRAL] I'm gonna try safari.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then click on create agent or broker.
[CUSTOMER][NEUTRAL] Next.
[CUSTOMER][NEUTRAL] And put in your last name.
[CUSTOMER][NEUTRAL] And your email.
[AGENT][NEUTRAL] And you're putting, you're putting an insurance with a [PII], right? [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And and that number for.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the data, OK.
[AGENT][NEUTRAL] And the date of birth, what's what's your date of birth just to make sure we have it correct in our system.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that's what we have.
[CUSTOMER][NEUTRAL] OK, yeah, it says complete your account set up and continue.
[CUSTOMER][NEUTRAL] OK, now I watch.
[CUSTOMER][NEUTRAL] Email address.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] New password.
[CUSTOMER][NEUTRAL] Earn password.
[CUSTOMER][NEUTRAL] That's my name.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] OK, now stupid me.
[CUSTOMER][NEUTRAL] What, what's the difference between my name and a surname?
[AGENT][NEUTRAL] I don't think you have to fill that stuff out. I mean, your surname is um
[AGENT][NEUTRAL] Oh, is that like your last name or whatever, I think.
[CUSTOMER][NEUTRAL] That's what I thought.
[AGENT][NEUTRAL] There is a certain let me see your surname is your last name.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 8 to 16 characters containing 3 out of 4 lowercase characters.
[CUSTOMER][NEUTRAL] And one or more of the following symbol.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Problem might be.
[CUSTOMER][NEUTRAL] I'm over 16 characters.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] The longer your password, the stronger it is.
[CUSTOMER][NEUTRAL] Harder.
[CUSTOMER][NEUTRAL] Can't claim.
[CUSTOMER][NEUTRAL] Not verified email address.
[AGENT][NEUTRAL] Not verified email address? OK, yeah, I'll send verification. Did you get a pin number?
[CUSTOMER][NEUTRAL] Send verification.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, uh
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] No, uh,
[CUSTOMER][NEGATIVE] Pin number still has not.
[CUSTOMER][NEGATIVE] Has yet to arrive.
[AGENT][NEUTRAL] Hm, it should be coming to that email address. Is it hidden behind anything or are you on a laptop or are you on a desktop computer?
[CUSTOMER][NEUTRAL] OK, let me check something. I can't imagine it being there, but.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Ja
[CUSTOMER][POSITIVE] No stop yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][POSITIVE] Address is correct.
[CUSTOMER][NEUTRAL] Hang on.
[CUSTOMER][NEUTRAL] Well that time.
[CUSTOMER][NEUTRAL] OK now it says.
[CUSTOMER][NEUTRAL] Change email.
[AGENT][NEUTRAL] Change email. I think that's if you want to change email, but I don't think you have to. I mean, you have to use the email that's on.
[AGENT][NEUTRAL] Our screen unless so are you on a page where you asked for a pin number? I've not had this issue before, so you'll have to bear with me.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um, let me see.
[CUSTOMER][POSITIVE] Yes ma'am, uh, I've, I've already received finally received.
[AGENT][NEUTRAL] Uh-huh. The pen.
[CUSTOMER][NEUTRAL] And entered the pin number.
[AGENT][NEUTRAL] OK. Um.
[CUSTOMER][NEUTRAL] Now it's up to terms of use agree to terms of use.
[AGENT][NEUTRAL] OK, so you have to agree to that. Yes, yes, yes.
[CUSTOMER][NEUTRAL] Manage privacy.
[AGENT][NEUTRAL] And privacy terms and then you'll agree to both of those things will check mark you have to do and then you'll click continue and then you should get your account has been successfully created.
[CUSTOMER][NEUTRAL] Yes ma'am, go to dash.
[AGENT][NEUTRAL] Did you get that? OK, yeah, I got it, yes, yes, OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Now log in.
[AGENT][NEUTRAL] Now you're gonna have to log back in with your email address and your password that you created.
[CUSTOMER][NEUTRAL] OK, verification is necessary. Please click send button.
[AGENT][NEUTRAL] Yeah, you'll have to get another code, it's gonna make you authenticate.
[CUSTOMER][NEUTRAL] No, um, again it's not you.
[CUSTOMER][NEUTRAL] But I, I had to be an awfully long wait, you know. I'm on the phone trying to help a client, you know, I'm, I'm talking to somebody on the phone like you, and, you know, OK, maybe tomorrow, we'll give me a phone.
[AGENT][NEUTRAL] No, I know.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] I understand, believe me.
[AGENT][POSITIVE] Yeah, and we're gonna get you logged in and get so that you can help your.
[AGENT][POSITIVE] Hope your uh customers.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Well, maybe is it possible that it comes in under messages?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] It just popped up on the screen before.
[CUSTOMER][NEGATIVE] I still do not see where it came in.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] So you didn't get the PIN number that you requested?
[CUSTOMER][NEUTRAL] Not yet, but remember while a while ago it took.
[AGENT][NEUTRAL] It's not hidden, OK. Sometimes it, it does, yeah, it does take a second, which is a pain.
[CUSTOMER][NEUTRAL] OK junk.
[CUSTOMER][NEUTRAL] Inbox
[CUSTOMER][NEUTRAL] OK, maybe.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Here's the code finally.
[CUSTOMER][POSITIVE] And let me get pluses on on that one for me. That's a long way.
[CUSTOMER][NEUTRAL] OK um.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I don't know how to get back to where I was.
[AGENT][NEUTRAL] I said
[AGENT][NEUTRAL] Is it down at the bottom or the were you on um which browser were you on? Were you on Google or were you on the other one you said?
[CUSTOMER][NEUTRAL] And then.
[AGENT][NEUTRAL] I think it's safari. There are an icon for safari anywhere at the bottom where you can click it and pull back up that page.
[CUSTOMER][NEUTRAL] Safari.
[CUSTOMER][NEUTRAL] Yeah, I just clicked on safari.
[CUSTOMER][NEUTRAL] And it says welcome to the online service center.
[CUSTOMER][NEUTRAL] Online service center provides 24/7 access.
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEGATIVE] And then log in it's just in the wheel of death again.
[AGENT][NEGATIVE] You can't find the page where you have were entering the pin number?
[CUSTOMER][NEUTRAL] I cannot, I.
[AGENT][NEUTRAL] has to be there somewhere unless you xed off of it.
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] I don't know if I
[CUSTOMER][NEUTRAL] I don't know when I clicked on it.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Send her the kitchen.
[AGENT][NEUTRAL] Don't click off of that screen and just.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Try not to click on anything and maybe that email you can you get a notification when your emails come through on your screen.
[CUSTOMER][NEUTRAL] OK, now it's saying the code is incorrect, so I must be waiting on, hang on.
[AGENT][NEUTRAL] I'm waiting on the new one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, verification code has been sent to your inbox.
[AGENT][NEUTRAL] So do you know how to navigate to your inbox without making the pen screen go away?
[CUSTOMER][NEUTRAL] OK, hang on a second, um.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, now I see.
[CUSTOMER][NEUTRAL] Two different.
[CUSTOMER][NEUTRAL] Verifications.
[AGENT][NEUTRAL] Was it so the time of when they came in?
[CUSTOMER][NEUTRAL] One, OK, OK.
[CUSTOMER][NEUTRAL] Yes ma'am, one at [PII] and one at [PII].
[AGENT][NEUTRAL] Try the [PII], since that's the last one that you did.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Unless the other unless you did another one after that and it just hasn't came through yet.
[CUSTOMER][NEUTRAL] Yes ma'am and uh that's it.
[CUSTOMER][NEUTRAL] That's probably the answer because it just hadn't come through yet.
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Did you recheck your inbox?
[CUSTOMER][NEUTRAL] Yes ma'am. I'll check the.
[AGENT][NEUTRAL] Did you try, did you try to enter that code that came in at 4:32?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Said it was was the wrong code.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Let's see
[CUSTOMER][NEUTRAL] OK, now.
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] I don't know if I'm in the right place, but now I have a thing called dashboard.
[AGENT][NEUTRAL] OK, yeah, click on your dashboard, yeah, and then go to.
[CUSTOMER][NEUTRAL] My matrix.
[AGENT][NEUTRAL] It should be here.
[CUSTOMER][NEUTRAL] Active agent.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Production.
[CUSTOMER][NEGATIVE] That's not the group I want.
[AGENT][NEUTRAL] Are you able to see a tab that says groups on the left hand side of your dashboard?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I cannot
[AGENT][NEUTRAL] So all you see is dashboard, you don't see anything below it? OK.
[CUSTOMER][NEUTRAL] OK, OK, OK.
[CUSTOMER][POSITIVE] Alright, finally I expanded it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And now I have groups.
[AGENT][POSITIVE] OK perfect so click on the groups tab, yeah.
[CUSTOMER][NEUTRAL] And the group that I need.
[CUSTOMER][NEUTRAL] Here
[CUSTOMER][NEUTRAL] It has my name, my email address.
[CUSTOMER][NEUTRAL] My
[CUSTOMER][NEUTRAL] Phone number
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So there should be, so when you click on groups you'll search the group that you're looking for and there should be a little tab at the top that says download ID cards.
[CUSTOMER][NEUTRAL] Living current policy.
[AGENT][NEUTRAL] Should be a search box and you can search the group and then.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] There's a thing that there it says download ID cards and you should be able to click on that to download any ID cards.
[CUSTOMER][NEUTRAL] When I
[CUSTOMER][NEUTRAL] Click on download ID cards.
[CUSTOMER][NEGATIVE] It gave me an error message that says unable to download ID cards.
[CUSTOMER][NEUTRAL] If this error persists call.
[AGENT][NEUTRAL] What does it say?
[CUSTOMER][NEUTRAL] Uh, hang on I'll check it again.
[CUSTOMER][NEUTRAL] It says uh if the problem persists, call [PII].
[AGENT][NEUTRAL] OK, so you can't get to the ID card for the person that you're needing?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] I didn't get to any of the ID cards.
[AGENT][NEUTRAL] OK, OK, OK, um, can you take a screenshot? Do you know how to take a screenshot of that page?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] The snipping tool, can you take a screenshot of that and send that to our sales folder because I need to report this to our IT department. We do have a couple of people that are having issues seeing their groups and being able to navigate and get ID cards. Is there an ID card that you need? I can send you a copy.
[CUSTOMER][NEUTRAL] OK, um, sorry, just a second.
[CUSTOMER][NEUTRAL] When I click on ID cards, it gives me the message, but before I can screenshot it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] It goes away.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] It disappears before you can screenshot it.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] That's weird.
[AGENT][NEUTRAL] OK, so you what group did you are you trying to download a card for? Do you have the group number?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And the name of the group that you're trying to access.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] I'm sorry, did you, OK.
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] The employer group that you're mhm yeah.
[CUSTOMER][NEUTRAL] Group detailed report.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Were you able to download that?
[CUSTOMER][NEGATIVE] The group detail report does the same thing it does not go anywhere.
[AGENT][NEUTRAL] OK. So what, OK.
[CUSTOMER][NEUTRAL] Uh hang on it's like hang on just.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It came in as a download.
[AGENT][NEUTRAL] Right, and then you'll open it, it'll it'll download, you have to download it and then it'll save and then you just need to open it.
[CUSTOMER][NEUTRAL] Yes ma'am, I, I have it open. It looks like the bill.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The columns and so forth.
[AGENT][NEUTRAL] So you have all the names of the people that are enrolled, but you can't get the ID card portion to work, is that correct?
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][NEUTRAL] Not as yet, so hang on just a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now that I've gotten to the group detail what if.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] I hit the download ID cards, it gives me the error message.
[AGENT][NEUTRAL] OK, what error message does it say?
[CUSTOMER][NEGATIVE] You're unable to download ID cards. If this er persists, please contact customer service.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK perfect that's all I need. What group are you working with? Can you give me the name of the group that you're trying to download the cards for so I can report this?
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] Griffin
[CUSTOMER][POSITIVE] Family thanks. [PII] and
[AGENT][NEUTRAL] You know, the group
[AGENT][NEUTRAL] Do you know the group, do you know the group number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Previous system, it was broken into two parts. Now underneath the Griffith Family Banks, it shows the group number 23878.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, Griffith Family Banks. OK, I've got it. So you're unable to download any ID cards for the Griffith Family Banks.
[AGENT][POSITIVE] But you were able to download the group detail report.
[AGENT][POSITIVE] Perfect, OK.
[CUSTOMER][NEUTRAL] Now there's a thing here that says go to broker.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] And broker shows commissions thank you.
[CUSTOMER][NEUTRAL] And it shows.
[CUSTOMER][POSITIVE] Oh, that's interesting.
[CUSTOMER][NEUTRAL] OK, let me, let me go to the to another group.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And see
[CUSTOMER][NEGATIVE] Same message same error option for customer service.
[CUSTOMER][NEUTRAL] OK, I type on employees it shows active.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] There is one employee.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Shows his partial social security number.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And it does it.
[CUSTOMER][NEUTRAL] Doesn't have
[CUSTOMER][NEUTRAL] Contact information for him.
[AGENT][NEUTRAL] OK, what's the name of the person that you're referring to?
[CUSTOMER][NEUTRAL] His name is [PII]
[AGENT][NEUTRAL] [PII] got him right here, yeah, we have all of his information in our system, his address.
[AGENT][NEUTRAL] Um, all this demographic information, let's see if it has.
[AGENT][NEUTRAL] Contact information.
[CUSTOMER][NEUTRAL] Um, all, all I'm, all I'm trying to say is.
[CUSTOMER][NEUTRAL] When you
[CUSTOMER][NEUTRAL] Click on it employees.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It displays all of the employees.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] At a minimum there is a telephone number.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And some have a telephone number and an email address.
[AGENT][NEUTRAL] OK, yeah, on [PII], we don't have an email address or a phone number for him.
[CUSTOMER][NEUTRAL] [PII] and.
[CUSTOMER][NEUTRAL] OK hang one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Boy.
[CUSTOMER][NEUTRAL] Yeah I wish people realize somebody else is gonna wanna read this someday.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][POSITIVE] I, I believe I'm reading this correctly.
[CUSTOMER][NEUTRAL] It is [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] To
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, if we need to add that you'll have to email that into our sales department. I can't take it over the phone. We'll have to have it in writing for our records.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEGATIVE] Unfortunately.
[CUSTOMER][NEUTRAL] OK, hang on just a second.
[CUSTOMER][NEUTRAL] OK, I did look in another place and that is the correct email address.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] Uh, it's on a different application.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me see
[AGENT][NEUTRAL] Do you need me to send you an ID card for anybody under this group?
[AGENT][NEUTRAL] And you're trying to download when?
[CUSTOMER][NEUTRAL] I need an ID card for Tucker.
[AGENT][NEUTRAL] For Tucker, OK.
[CUSTOMER][NEUTRAL] And I needed uh and an ID card for his wife.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Which I assume will be his card.
[AGENT][POSITIVE] Correct, correct.
[CUSTOMER][NEUTRAL] So they'll both have one to carry.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I need 2 cards for Tucker.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can do that.
[AGENT][NEUTRAL] Let me go pull that up right now. Give me just a second, make sure I can actually get to it. I should be able to.
[AGENT][NEUTRAL] 02441941.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Policy ID card is yep, got it.
[CUSTOMER][NEUTRAL] OK, now I found a spot that says change employee details.
[AGENT][NEUTRAL] It won't let you change any other demographics. I don't believe if that's what you're trying to do. You can try, but I don't, it usually won't let you do that, that's something we have to do internally.
[AGENT][NEUTRAL] I think you can like add and delete, you can add new new enrollees prior to the effective date and delete coverages or cancel coverages.
[CUSTOMER][NEUTRAL] OK, now here.
[CUSTOMER][NEUTRAL] I see another tab for ID card.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, try and see.
[CUSTOMER][NEUTRAL] Now it gave me an ID card.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so you're able to get it and.
[CUSTOMER][NEUTRAL] There's, there's.
[CUSTOMER][NEUTRAL] There's actually 2.
[AGENT][NEUTRAL] Download it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I, I sent this to him.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Then he'll have what he needs one for himself and one for her.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][MIXED] I, I'm, I'm not gonna say this is a bad website, but looks like they got some work to do.
[AGENT][NEUTRAL] Yeah, we are trying to make it obviously it's meant to be better eventually we just have to work out some of the kinks and it also takes a while for everybody including us, to get used to it because it's a big change um so yeah it's just gonna be a learning process for all of us in the meantime but anything that you're having difficulties with or can't access that you could access previously on the other website you just need to let us know if there's anything that you can't get to that you need so that we can troubleshoot and see if there's something going on.
[AGENT][NEUTRAL] On the back end that needs to be corrected, but it sounds like you got the ID card correct?
[CUSTOMER][NEUTRAL] I have the ID card, yes, ma'am. Now, the, the pur the purpose of this is that he had surgery.
[AGENT][POSITIVE] OK, OK, OK, good.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And didn't have the APL card. I'm not saying we didn't give it to him, but he didn't have it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So he only turned it in for Blue Cross Blue Shield.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We used to be able to get to a claims form.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So how do I get there to send him with the card?
[CUSTOMER][NEUTRAL] So he can file a paper claim.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] You should still be able to get to the claim forms. Hang on, let me, because you don't have to log in to get a claim form that's just on the front page. Hang on just a second.
[CUSTOMER][NEUTRAL] Back to dashboard.
[AGENT][NEGATIVE] No, you're not gonna get it within your portal. I don't believe click on resource center. Is there a tab that says resource center?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Let me see what it says.
[CUSTOMER][NEGATIVE] I don't want you to leave this.
[AGENT][NEUTRAL] Let me see what resource center says. Give me just a second because I haven't had a chance to navigate.
[CUSTOMER][NEUTRAL] Resources products about APL announcements billing.
[CUSTOMER][NEUTRAL] Business support claims support.
[AGENT][NEUTRAL] Looking to see if there's a tab for claim forms. let's see if you click claim support, what does it do?
[CUSTOMER][NEUTRAL] It goes to topics, products, tags.
[AGENT][NEUTRAL] Huh.
[CUSTOMER][NEUTRAL] So let me look at.
[CUSTOMER][NEUTRAL] Billing enrollment, announcements, convention, underwriting, training.
[CUSTOMER][NEUTRAL] I didn't, didn't know they could go to convention. Am I in the wrong place?
[AGENT][NEUTRAL] No, it's for you guys. It's strictly for you. Hang on just a second, I'm looking at my.
[AGENT][NEUTRAL] I do know that if you are not logged in, if you open up another browser for a in public, you don't have to log in when you go to the website homepage, there's a tab for claim forms.
[AGENT][NEUTRAL] And on that screen, you can download a medlink form.
[CUSTOMER][NEUTRAL] OK um.
[AGENT][NEUTRAL] Just looking to see if on this user guide if it says anything about accessing claim forms.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] There's a radar button that suggests that I'm no longer on APL because it's asking if I want to return to OSC.
[CUSTOMER][NEUTRAL] There is a search.
[AGENT][NEUTRAL] I turned.
[CUSTOMER][NEUTRAL] If I type in claim form.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Wellness claim form Spanish.
[AGENT][NEUTRAL] You're looking for Medlink.
[CUSTOMER][NEUTRAL] And link claim form Spanish.
[AGENT][NEUTRAL] Not the English.
[CUSTOMER][NEUTRAL] Let
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, so American they put the Spanish first, uh, what I deal with sales.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK, [PII] claim form is on page 2 after all the Spanish.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah me link.
[CUSTOMER][NEUTRAL] OK, now.
[CUSTOMER][NEUTRAL] I have a Medin claim form.
[CUSTOMER][NEUTRAL] Uh, is there a number or anything that makes me feel comfortable?
[CUSTOMER][NEGATIVE] 3 pages long.
[AGENT][NEUTRAL] Mhm. Does it feel
[CUSTOMER][NEUTRAL] CCL for Medlink [PII] OK.
[AGENT][NEUTRAL] Mhm. Mhm. [PII].
[AGENT][NEUTRAL] That's it, yeah.
[CUSTOMER][NEUTRAL] Right, OK.
[CUSTOMER][NEUTRAL] Alright, so I'll send him this medin form.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Then I'll send him his card. She'll have one, he'll have one.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Now, question.
[CUSTOMER][NEUTRAL] Sometime in the next 2 or 3 months.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] They're going to have, should have a baby.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And they will go in the hospital and that type of thing, so.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] This should help with the baby, correct?
[AGENT][NEUTRAL] Um, yeah, as long as everything's after the effective date, I think. Let's see, let me tell him when did he become effective? How long has she been on here? So he's had this coverage since.
[AGENT][NEUTRAL] [PII]. So yeah, we'll just have to, it's a gap policy so it reimburses for we have to have the primary health, we have to have the itemized bill and then we need the primary health insurance explanation of benefits to see how much they owe for deductible and co-insurance to determine the benefit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now,
[CUSTOMER][NEUTRAL] If they have the card.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] They go to the hospital, they give them the Blue Cross Blue Shield health coverage and the APL card.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's all they'll have to do, right?
[AGENT][NEUTRAL] That should be all they have to do. It'll just be up to the facility if they're gonna file the secondary with us, um, a lot of places will, so yes, I would give them both cards and make sure they explain that Blue Cross is primary and we're secondary.
[CUSTOMER][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] So they've been there more than 9 months.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] So they're good to go there.
[CUSTOMER][NEUTRAL] They have a claim form for the operation he had that he didn't have a card to give them.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And now he has cards.
[AGENT][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] Is there anything else I should consider doing?
[AGENT][NEUTRAL] No, I mean, like I said, we just given him his ID cards and then.
[AGENT][NEUTRAL] Um, if you want to email us with his with his email address and say this needs to be updated on his account and contact information we can get that on there and if he wants to file the claim online he can sign up for an online account and fill the form out online and upload his bill, um, but no sounds like you have everything covered with the claim form and the ID card that should be all that we can provide to him so that he can give that to the provider, um, and hopefully they'll file the claim on his behalf with the information.
[AGENT][NEUTRAL] If not, he'll need to send it in with the claim form the itemized bill and the EOB from his Blue Cross Blue Shield.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now, uh, says an itemized bill, an exploration of benefits, and sign, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Name and date of birth, social, city zip, email address, so forth, so forth now question.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Completing this form.
[CUSTOMER][NEUTRAL] Will the email address be added?
[CUSTOMER][NEUTRAL] And the telephone number.
[AGENT][NEUTRAL] I'm gonna say more than likely not. I'm gonna say more than likely not. It's, it's on here, but I don't, I can't guarantee it'll get added to the, the, the line. I would like to think that it would be, but I don't know if it would be or not.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] On the client side.
[CUSTOMER][NEUTRAL] If he goes online.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] To his account.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Might he be able to change that information or input that information?
[AGENT][NEGATIVE] Well, first, no any demographics like right now he doesn't have an email on file so he can't even register for an account until we have an email on file for him.
[AGENT][NEUTRAL] Um, so if he wants to call us and tell us his email address and all of that, we can add, we can do it by him telling us over the phone that's what he wants, but then, um, otherwise we'll need it in writing if you want to send it over for him so we just need to have it all documented um.
[AGENT][NEUTRAL] But no, he can't change, he can't change any of his demographics online. I think they can add bank account information and uh file claims and things like that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK just a second.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, let's see now.
[AGENT][NEUTRAL] Is there anything else that you're needing?
[CUSTOMER][NEUTRAL] Yes, I wanna, I wanna clarify something.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I'll just have to get him to communicate to you all.
[CUSTOMER][NEUTRAL] So is the.
[CUSTOMER][NEUTRAL] Hang on a second.
[CUSTOMER][NEUTRAL] Is the sales number or the work number ending in ending in [PII]?
[AGENT][NEUTRAL] No, no, have him.
[AGENT][NEUTRAL] Mhm. Have him, if he's gonna call in to update his information, have him call [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Our customer service team will help him.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm. [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Customer [PII], OK, alright.
[AGENT][NEUTRAL] Yeah, because we, we can't change it on our side. They have the access to do all the updates for the customer on their side.
[CUSTOMER][NEUTRAL] OK, right.
[CUSTOMER][POSITIVE] Thank you, appreciate your help.
[AGENT][POSITIVE] No problem. Was there anything else before we get off the phone to make sure we covered everything.
[CUSTOMER][NEUTRAL] Uh, no, ma'am, I, I hope this is, I hope this is it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, well, if you run into any other problems let us know, OK?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] You have a great day.
[AGENT][POSITIVE] Thanks for calling APL bye bye.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK