AccountId: 011433970860
ContactId: 50dff134-362e-4d7a-b322-8b5d44056edc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 415940 ms
Total Talk Time (AGENT): 222147 ms
Total Talk Time (CUSTOMER): 130280 ms
Interruptions: 5
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/50dff134-362e-4d7a-b322-8b5d44056edc_20250602T17:25_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, I, um, am a member of APL and I'm having trouble accessing my account online and I'm hoping you can help me.
[AGENT][NEUTRAL] OK, yes ma'am. You're having some difficulty accessing the online service center, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yes ma'am. I can provide you some information, but first I'll need to pull up your policy and verify some things with you for security. So first off, who am I speaking with please?
[CUSTOMER][NEUTRAL] Sure. Uh-huh.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Thank you. And Miss [PII], what is a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and also your policy number, please.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Group number or in?
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] Yes, ma'am. Uh the either the inhospital, yeah, it depends on the type of plan you have with us. Either one of those two numbers, in or outpatient.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] 020.
[CUSTOMER][NEUTRAL] 02478752 ML 7
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, Miss [PII], so first off, um, any information that I provide would be a verification of benefits and not a guarantee of payment. And as I stated, I will have to verify some things with you for security. So first off, if you could please uh verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and also your home mailing address, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Your phone number that is on file is the same as the one you gave me, so that is your best contact number that we should have, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you. And lastly, I do need to add an email address for you, Miss [PII]. What is your email that you would like on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and I'm just gonna repeat that back. [PII]?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, thank you. Alright, so Miss [PII], currently the online service center is.
[AGENT][POSITIVE] Not working at the moment and our IT department is yes ma'am, we are aware that they um that there is an issue and our IT department is working on it currently uh we are hoping and anticipating to have that resolved within a 24 hour period of time and I am sorry about the inconvenience.
[CUSTOMER][NEUTRAL] Oh, that's what the problem is, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Can you just tell me what my login?
[AGENT][NEUTRAL] But if there's anything that I can.
[CUSTOMER][NEUTRAL] Can you tell me my login email address? I don't know if it's my the one I gave you if it's my work [PII]. Can you confirm that at least?
[AGENT][NEUTRAL] Let me see if I'm able to see that because I believe you're going to have to set up your new, a new like a new profile, Ms. [PII], um, in which you would use your email address and now that I have added this personal email on file, that would be the one you would use. But let me see if I.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Why do I have to set up a new one because it's down and everybody has to set up a new one?
[AGENT][NEUTRAL] Because, well, they've made some updates to the portal which is going to require that for security.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] But let me, yeah, oh yes, ma'am. Not just you. I'm sorry. Yes, ma'am. Everyone will.
[CUSTOMER][NEUTRAL] Everybody, OK.
[AGENT][NEUTRAL] No, ma'am, and the, and the email that we had on file for you had been your the same email address that I just put back in. Mhm, yes, so.
[CUSTOMER][NEUTRAL] OK, OK, great. OK, I, what does that mean my account is under that one?
[AGENT][NEUTRAL] You will set it up, yes, ma'am. And when it gives you the prompts and you're going through, yes, ma'am, please use that JCCJ, JC, that's kind of a tongue twister. [PII] will be the one that you would use. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yeah, right, that's correct. Uh-huh, yeah.
[AGENT][NEUTRAL] OK. Well, is there anything else that I could help you with?
[CUSTOMER][NEUTRAL] Um, yes, I sent in a bunch of claims last week, but I wasn't able to print them out that day. Can you, and I can't get in. Can you, um, make sure that they have received those claims or um.
[AGENT][NEUTRAL] Sure, I can
[CUSTOMER][NEUTRAL] My physical therapy.
[AGENT][POSITIVE] OK, sure, I'll be happy to check that for you. Give me just one moment please.
[AGENT][NEUTRAL] OK, Ms. [PII]. So I do see that there were several uploads on the [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like there were 10 uploads approximately on the [PII].
[AGENT][NEUTRAL] And they are in line for review.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, actually, it's more than that, but they are in line for review. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and then.
[CUSTOMER][POSITIVE] More than 10.
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEUTRAL] OK, so when I hear they're, they're gonna break down each date correct to make sure because then I need to check against my appointments and make sure I got all the dates.
[AGENT][NEUTRAL] Yes, ma'am. They will be reviewed and yes, and, and how they were submitted. Mhm. Yes, ma'am.
[CUSTOMER][NEUTRAL] They'll itemize it, OK, OK.
[CUSTOMER][POSITIVE] OK, very good. OK.
[AGENT][NEUTRAL] OK. Well, is there, yes, ma'am. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] I'll wait to hear. OK, thank you. No.
[CUSTOMER][POSITIVE] No, that's all. Thank you.
[AGENT][POSITIVE] Well, you're welcome and thank you again for calling APL and I hope you have a nice afternoon.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thank you. Bye bye.