AccountId: 011433970860
ContactId: 501c82ea-a7d0-45fc-bed8-f3c286db12bb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 564530 ms
Total Talk Time (AGENT): 222832 ms
Total Talk Time (CUSTOMER): 238051 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/501c82ea-a7d0-45fc-bed8-f3c286db12bb_20250417T14:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. Um, I have a plan with you guys through my, my company.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And I'm trying to log in to.
[CUSTOMER][NEUTRAL] You know
[CUSTOMER][NEUTRAL] The new user
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And it's telling me oops it's a mistake so I was wondering if you could walk me through it.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yes, Miss [PII], I can help you with the online service center. Can I please get your callback number, ma'am, just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] Sure, it's I'll give you my cell [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your policy number?
[CUSTOMER][NEUTRAL] Uh, my policy certificate number is 026.
[CUSTOMER][NEUTRAL] 11802.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're very welcome, Miss [PII]. OK, I'm gonna need for you to verify your information on the policy. Can you please give me your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Email is [PII]. Phone number is [PII].
[AGENT][NEUTRAL] OK, thank you very much Ms. [PII]. I appreciate you verifying that information for me. OK, so what I need to do is adding your email address. We have to have, we didn't have one in for you and we have to have that in order for the online service center to work. Let me just verify again it's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] It it's [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you very much and then the phone number that you gave me to call you back on is that that's your cell phone number, is that correct? OK, I've got that in there now too. If you wouldn't mind, can you get out of it and try to go back into it now that we've got that email address and phone number updated.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Correct, mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me get into it.
[CUSTOMER][NEUTRAL] OK, so I'm gonna hit new user.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, and I'm an individual, OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yes, ma'am. That's correct.
[CUSTOMER][NEUTRAL] I'll put in my last name.
[CUSTOMER][NEUTRAL] Put in my policy number 02611802.
[AGENT][NEUTRAL] Oh, I do see that you have signed up, Miss [PII].
[AGENT][NEUTRAL] You have signed up for it in the past.
[CUSTOMER][NEUTRAL] Yes, what happened?
[AGENT][POSITIVE] Yes ma'am you have signed up for this in the past I just checked, yes ma'am let me give you your user name so you're gonna go in and log in now um I'm glad I checked that because it would have given you an error again yes go ahead and get out.
[CUSTOMER][NEUTRAL] I signed up for it already.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me get out of this.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Your username.
[CUSTOMER][NEUTRAL] OK, my username.
[AGENT][POSITIVE] Is [PII].
[CUSTOMER][NEUTRAL] Is it US00 0 my username is [PII].
[AGENT][NEUTRAL] Yes, with a [PII] B, so you'll go in for [PII] and then you'll reset your password.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So say reset OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So now I said reset your password and your username so I use [PII] again, correct?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] It says enter your username.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, so now I'm gonna tell them.
[CUSTOMER][NEUTRAL] My mobile phone number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, so now it says create new one.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And I'll put in one.
[CUSTOMER][NEUTRAL] Do I have to have numbers and all that? Yeah, let me see what that says.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I have to have 8 characters, OK.
[CUSTOMER][NEUTRAL] OK, I submitted it, so now I have to put it in again, right?
[AGENT][NEUTRAL] Right, it'll give you a text.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I believe set up your direct deposit uh.
[CUSTOMER][NEUTRAL] OK, so now where do I go to get.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] An ID card sent to my address because I still have the paper one.
[AGENT][NEUTRAL] Yes ma'am, I.
[CUSTOMER][NEUTRAL] That I got from my office.
[AGENT][NEUTRAL] OK, let me go in and I can order a new card for you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] To be sent to your address on file.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just a second while I order that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I've got that request in for a new card to be sent to your home address that you verified for me.
[CUSTOMER][NEUTRAL] OK, and I have one more question now when I'm gonna be making an appointment for an MRI.
[CUSTOMER][NEUTRAL] And I wanna know when I go to the place where I'm getting it I'm gonna give them my Aetna card and the card that I'm gonna get in the mail.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And is that how payment is gonna be coming out and paid to the facility?
[AGENT][NEUTRAL] Yes, they will file the.
[CUSTOMER][NEUTRAL] Or do like claims are involved? mhm go ahead I'm sorry.
[AGENT][NEUTRAL] Yes, claims are in, yes ma'am, go ahead, um.
[AGENT][NEUTRAL] They will file a claim with us, um, because we're secondary, they'll need to send the EOB from your primary insurance with the claims so that we can see what the primary paid versus, you know, what we're going to pay. Once they send that claim in, um, it'll take 7 to 10 business days to process it.
[CUSTOMER][NEUTRAL] Yeah, those are.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Billing.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Sorry
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The payer ID number I can give that to you but it'll also be on your card for them to use so they can send it electronically.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] is 60801.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And they can send that claim electronically.
[CUSTOMER][NEUTRAL] 60801.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and do I have to lay out the money first for this to happen?
[AGENT][NEUTRAL] Uh, if they can call.
[CUSTOMER][NEUTRAL] Like when I go to the facility.
[AGENT][NEUTRAL] Yeah, each facility is different. If they call and verify your benefits, we will verify the benefits over the phone and let them know that your policy helps towards deductible, co-pay and co-insurance.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and then they would just take it out of the APL account.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] That I have with you.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that sounds great.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I believe that's it for now. Thank you so much, [PII].
[AGENT][POSITIVE] All right. Well, you're very welcome, Miss [PII]. Um, that's everything I can help you with today?
[CUSTOMER][NEUTRAL] Yes, that's it.
[AGENT][POSITIVE] OK, well you have a wonderful [PII] and we you too and thanks for calling APL thank you ma'am.
[CUSTOMER][POSITIVE] Thanks have a great day.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] OK, bye bye. Bye bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Yeah