AccountId: 011433970860
ContactId: 4f88119a-62d4-4af4-9992-bc22a53487a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 393260 ms
Total Talk Time (AGENT): 144745 ms
Total Talk Time (CUSTOMER): 160779 ms
Interruptions: 2
Overall Sentiment: AGENT=2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/4f88119a-62d4-4af4-9992-bc22a53487a0_20250603T19:32_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII] and um I'm trying to log into my account and I'm having some problems. It's saying my account could not be found.
[AGENT][NEUTRAL] Yes, we're having some, so the new website launched on the [PII], which was Friday. Um, so we're having some, some issues with the the logging in. Um, let me ask you this, have you tried to create a new account with your email or you were just using your username and password?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I was just using my username and password. Should I create a new one?
[AGENT][NEUTRAL] Yes, go ahead and click um create the OSC portal and um put that you're an individual.
[CUSTOMER][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] Because basically, um, for the new system, it uses the email and it's, it's basically going to make or check the the information that was in the old system and update it.
[CUSTOMER][NEUTRAL] OK, so let me go.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Oh, I see. So, OK, so I'll be the insured.
[CUSTOMER][NEUTRAL] Next
[CUSTOMER][NEUTRAL] Um, it said, OK, came up to social.
[CUSTOMER][NEUTRAL] OK, so email address let me use this one.
[CUSTOMER][NEUTRAL] Alright, let's see.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] It's saying verification. Oh, I sent a verification code. Oh, sorry, missed that part.
[CUSTOMER][NEUTRAL] Uh, let's see how many came in.
[CUSTOMER][NEUTRAL] Can you hold one second? Let me just check.
[AGENT][POSITIVE] Sure, take your time.
[CUSTOMER][NEUTRAL] OK, why is it saying that it's been correct?
[AGENT][NEUTRAL] That's part of the error. OK, so this is what I'll do. Um, so you sent you the verification code and then you put it in and then it said the code wasn't correct. OK.
[CUSTOMER][NEUTRAL] [PII]. I don't know, it's yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, so, yeah.
[AGENT][NEUTRAL] So that is something that IT is aware of. Let me go ahead and pull up your policy and I'll put your um information. So basically we're like recording the calls that are coming in with the errors so that they can reach back out to y'all and correct it. Um, may I have your name and a good contact number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure. My name is [PII] and the last name is [PII]
[AGENT][POSITIVE] Thank you, and a good contact number in case we're disconnected and the policy number.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Thank you. And your policy number? Oh, sorry.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] So the policy number, this is gonna be the, the ID number, the pay ID number.
[AGENT][NEUTRAL] No, it's just a policy cert number.
[CUSTOMER][NEUTRAL] Oh, right. The inhospital one or the outpatient, which one?
[AGENT][NEUTRAL] Um, it doesn't matter. The numbers are the same, the ML 7 or 8 is different.
[CUSTOMER][NEUTRAL] Doesn't matter. Um, oh, OK. OK. So 0248.
[CUSTOMER][NEUTRAL] 661-9 the letters ML 7.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what type of browser are you using?
[CUSTOMER][NEUTRAL] Uh, Google.
[AGENT][NEUTRAL] And did you, um, would you prefer an email to be, um, a follow-up email or a phone, would you like them to call you back?
[CUSTOMER][NEUTRAL] Um, yeah, they can call me back. That's fine.
[AGENT][NEUTRAL] OK, and I just need you to verify your date of birth, your mailing and email address.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, my date of birth is [PII].
[CUSTOMER][NEUTRAL] Mailing address is [PII].
[CUSTOMER][NEUTRAL] And what was the last thing, email address? So it will be my name.
[AGENT][NEUTRAL] Yes, your email.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So yes, I'll go ahead and put um your information on the spreadsheet so that we can follow up with you, but it's nothing that you're doing, it's the system.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] And we definitely apologize for this inconvenience.
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][NEUTRAL] OK, so in, in that instance, well I have to, I have to use the fax then. I was gonna upload a claim, but um I guess it says at the back of the card. I just wanna make sure the fax number 8773659423.
[AGENT][POSITIVE] Yes, ma'am, that's correct.
[CUSTOMER][POSITIVE] OK. And um all right, so I'll fax it to that number. Thank you so much. I appreciate it.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Um, yeah, how soon do you think they'll get back to us on that? Because I'm sure I'm not the only one.
[AGENT][NEUTRAL] We're hoping, so they're telling us 24 to 48 hours because today is the 2nd full full day we've had it up. Um, so, so hopefully it will be the 24, 48 at the latest, but we honestly don't know, that's all they've told us so far.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Right. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] All right, no problem. I appreciate it. Thank you so much. Have a good one.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] You're welcome. You also, thanks for calling APL.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Alright bye bye.
[AGENT][NEUTRAL] Bye bye.