AccountId: 011433970860
ContactId: 582bb6fb-5c83-469b-bfe3-2ff64f17713a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 2369739 ms
Total Talk Time (AGENT): 604768 ms
Total Talk Time (CUSTOMER): 824443 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/582bb6fb-5c83-469b-bfe3-2ff64f17713a_20250606T18:56_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I have my policy with you guys, and I have all week long been trying to get on your system, pay my bill. I've talked to a young lady, let's see here.
[CUSTOMER][NEUTRAL] Her name is [PII]. I talked to her on [PII] again yesterday, and she says that she took the information, put a rush on it, said you guys are having all kinds of issues with your.
[CUSTOMER][NEGATIVE] Website and I would get an email. Well, the email doesn't tell me anything other than to do what I've already done and I keep getting the same error so I'm getting really frustrated with this thing.
[AGENT][NEUTRAL] Yeah, I'm sorry. OK. Were you ever able to even even get logged in?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, what's the policy number?
[CUSTOMER][NEUTRAL] It is the group number is 261-87.
[CUSTOMER][NEGATIVE] And frustrated. I'm beyond frustrated. I'm ready to just say to hell with it. I'm sorry, but this is just ridiculous.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEGATIVE] I mean I've got people I this is my group policy for my employees and you know I can't have this lapse out and she's like, oh it's no problem because we know we're having issues. I'm like, yeah, until some we need something and then you guys go, nope, it's a contract and you didn't pay it it's like I can't pay it.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Give me just a second to see.
[AGENT][NEUTRAL] What is
[CUSTOMER][NEUTRAL] It says you have to recreate your account using an email address instead of a username. Well, that's what I've been doing it won't let you put anything else in other than an email address.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] I'm just trying to recreate the error here, so give me just a second and then we'll go from there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, so when you're on the page where after you click group because you're clicking create new OSC account correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And then you click group on the 2nd page and then click next, yeah.
[CUSTOMER][NEUTRAL] Yep
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the zip code field you're putting [PII], correct?
[CUSTOMER][POSITIVE] Correct, mhm.
[AGENT][NEUTRAL] Phone number [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] For the city, you put [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, your email we have is [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And then you put state [PII].
[CUSTOMER][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] And I hit next and I get this lovely error that I've gotten every single time I've done this.
[AGENT][NEUTRAL] So when I put it in, it's letting me move forward.
[CUSTOMER][NEUTRAL] Multiple times
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Wow, it is not letting me move forward and I'm in Chrome, so I know that's not it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, have you tried?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't want to set up because it's gonna email like a verification code and I, of course.
[AGENT][NEUTRAL] If I click continue.
[AGENT][NEUTRAL] Um, have you tried clearing the browser history?
[CUSTOMER][NEUTRAL] Yes, I did that earlier in the week.
[AGENT][NEUTRAL] Would you like me just to click continue and then you give me the code from your email?
[CUSTOMER][NEUTRAL] Sure, at this point I'm like.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Whatever we have to do.
[AGENT][NEUTRAL] OK, so it says it just sent the verification code to your email. Let me know what that is when you have it.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And it'll take a minute to go through all State Farm servers.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEGATIVE] I mean, this thing is giving me anxiety. I have, I'm like, oh my God, my chest is, is tight because of this. Like this is crazy.
[AGENT][NEUTRAL] Oh, yeah, no, yeah.
[CUSTOMER][NEUTRAL] Alright, here's the verification code, it's [PII].
[AGENT][NEUTRAL] OK, do you want me to create just a general password or do you wanna give me what you want the password to be? Because I have to create the password to continue.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] I can give you let's just do a general one and then I can go in and change it, right?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hopefully.
[CUSTOMER][NEUTRAL] Um, let's make it, um, oh, let's see.
[AGENT][POSITIVE] Oh, I already did just a generic one. I'm sorry.
[CUSTOMER][NEUTRAL] Oh, that's OK. That's fine.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] I just need to know what it is so I can get in.
[AGENT][NEUTRAL] Yeah, no, absolutely. No, yeah. OK, so try and go log in now.
[AGENT][NEUTRAL] Um, you're gonna put in your email and I put the password as [PII], so [PII].
[CUSTOMER][NEUTRAL] OK, [PII]
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] All right, let's try this again.
[AGENT][NEUTRAL] Now, part of this new
[AGENT][NEUTRAL] Interface it is gonna send you another verification code.
[CUSTOMER][NEUTRAL] Mhm. Yeah, no, that's fine.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] [PII].
[CUSTOMER][NEUTRAL] [PII] password [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Verification OK send the code.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] It's just crazy.
[CUSTOMER][NEUTRAL] And I have to do the same thing for my husband's his and mine.
[AGENT][NEUTRAL] Oh, the per, I get you, the personal login.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Alright, so we'll wait for the new.
[CUSTOMER][NEUTRAL] OK, now let's see here's this code.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Verify continue.
[CUSTOMER][POSITIVE] OK, welcome dashboard we're experience.
[CUSTOMER][NEGATIVE] We are experiencing an issue retrieving your data. Please try again later call customer service.
[AGENT][NEUTRAL] I can't let you log in.
[CUSTOMER][NEUTRAL] Yeah it went it went all the way through all of that and now I'm at the dashboard and that's what it says.
[AGENT][NEGATIVE] Do you have a different browser on your desktop? I'm just wonder, I don't know why it's like because I'm not getting.
[CUSTOMER][NEUTRAL] Mm mm, no, we've got.
[CUSTOMER][NEUTRAL] It's just
[CUSTOMER][NEUTRAL] It's Chrome, I mean it's.
[CUSTOMER][NEUTRAL] Same one we use for everything.
[CUSTOMER][NEUTRAL] I've never had this trouble even with y'all stuff.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, I mean, because
[CUSTOMER][NEUTRAL] I tell you what, let me, I have.
[CUSTOMER][NEUTRAL] Let me go use my other lap my other computer let me see here.
[AGENT][NEUTRAL] Did you get a call back or did you just get the email?
[CUSTOMER][NEUTRAL] Just the email.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's after calling all week so let me go try something on the other computer and see if anything changes.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK, I'm sending a message now because so we have, we do have an agent like making callbacks and sending the emails. I was gonna say I guess the next thing I can do is.
[CUSTOMER][NEUTRAL] Hang on a second.
[AGENT][NEUTRAL] See if maybe they can take the call cause I don't know how else to troubleshoot if you've cleared the cookies, the history, the cache.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Like
[CUSTOMER][NEUTRAL] Let me, I'm gonna try something here we've got a separate PC so I'm gonna.
[CUSTOMER][NEUTRAL] I'm gonna um
[CUSTOMER][NEUTRAL] Let me see if it's that. OK, so it's um what is it a [PII].
[AGENT][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] And [PII] OK.
[CUSTOMER][NEUTRAL] Sign in.
[CUSTOMER][NEUTRAL] I guess I'll go to log in at this point.
[AGENT][NEUTRAL] Yeah, you should just be able to go to log in because I was able to move through that.
[AGENT][POSITIVE] Create the password perfectly.
[AGENT][NEUTRAL] The way it should, so.
[CUSTOMER][NEUTRAL] The password is [PII].
[AGENT][NEUTRAL] Yeah, just [PII] at the beginning.
[CUSTOMER][NEUTRAL] Another verification code. Alright, we'll see. Let me go back to my other desk.
[AGENT][POSITIVE] Goodness gracious. I'm sorry.
[CUSTOMER][NEUTRAL] So right
[CUSTOMER][NEUTRAL] If it doesn't work on the PC then I'll know it's not our stuff it's something in your system because this is a separate PC not hooked up to State Farm's computers.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right.
[CUSTOMER][MIXED] You know computers are great when they work otherwise they're just, I hate them.
[AGENT][NEUTRAL] I hear you, I hear you cause, yeah, all week, uh, trust me, all I've been.
[AGENT][NEGATIVE] It's just unfortunately frustrated people, you know, I get it.
[CUSTOMER][NEUTRAL] Well yeah you're trying to get your stuff done. I've been trying to do this for this week all week and I tried to do it, was it last week?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] And you know it's, it's weird because you know they send me a bill it's not in the system so I have to keep checking it and finally I figured out well don't look at it until after the [PII] because it's not gonna be on there and so then I'm trying to pay this thing and it's like nope, still not.
[CUSTOMER][NEUTRAL] Alright, let's see. Welcome to the online uh took me right back to the beginning.
[CUSTOMER][NEUTRAL] I can't believe this. It took me right back. OK, here we are dashboard.
[CUSTOMER][NEUTRAL] Welcome to the online service center, OK, you can navigate to all your APL account information really.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Yeah, cause I mean, you should see the dashboard if you get in.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, so it looks like I'm in.
[AGENT][NEUTRAL] So if you're looking at the dashboard you should click go to group.
[CUSTOMER][NEUTRAL] Go to group OK.
[AGENT][NEUTRAL] And then once you click that you should see something that says group details and then you can click on invoicing.
[CUSTOMER][NEUTRAL] OK invoicing.
[CUSTOMER][NEUTRAL] To schedule maintenance. The ability to download your own voice is unavailable. Our assistance, please email our billing team at [PII]. Does that mean I can't even pay it?
[AGENT][NEUTRAL] No, no, no, it's just the download is not working, but if you need to um pay you should be able to click on the invoice and still pay.
[CUSTOMER][NEUTRAL] Yeah, OK, let's see here.
[CUSTOMER][NEGATIVE] Unable to find the invoice.
[CUSTOMER][NEUTRAL] All right, let's go back.
[CUSTOMER][NEUTRAL] Invoicing?
[CUSTOMER][NEUTRAL] OK, the last one was paid 428. Yeah, I've been trying to pay this one since [PII]. Um, OK, so it has the invoice bill date 61.
[CUSTOMER][NEUTRAL] I click on the invoice right?
[AGENT][POSITIVE] Uh, you should, I, yep, click on the invoice I believe I'm trying to go step by step with you here sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Action required.
[CUSTOMER][NEUTRAL] After reviewing, please submit the invoice submit.
[CUSTOMER][NEUTRAL] ACH.
[CUSTOMER][POSITIVE] Invoice submitted oh my [PII] finally.
[CUSTOMER][NEUTRAL] OK, so that o[PII]'s paid. I've gotta go in and do [PII]'s.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] So we had success on that one.
[CUSTOMER][NEUTRAL] I think so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Shows it's paid
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh my gosh, now I've gotta go in and do my husband's side. His is double mine so let see here.
[CUSTOMER][NEUTRAL] All right, so his.
[CUSTOMER][NEUTRAL] Alright, let's see if we're able to do this.
[CUSTOMER][NEUTRAL] OK, let me, OK, I'll close out of this.
[CUSTOMER][NEUTRAL] I'm used to getting a confirmation and all that but this one didn't do it so alright I'll sign in.
[AGENT][NEUTRAL] I know, and I was just, OK.
[CUSTOMER][NEUTRAL] I'll sign in as [PII]. Let's see, well, I'm on that so.
[CUSTOMER][POSITIVE] Walking you through all this stuff it's like great.
[CUSTOMER][NEUTRAL] OK, my group.
[CUSTOMER][NEGATIVE] Oh, still pulling me up no.
[CUSTOMER][NEUTRAL] Let me log out of this.
[CUSTOMER][NEUTRAL] OK, so let me go back up here.
[CUSTOMER][NEUTRAL] [PII] OK.
[CUSTOMER][NEUTRAL] Sign in.
[CUSTOMER][NEGATIVE] Uh, what's the call pull my stuff up. It's not um.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] That's weird.
[CUSTOMER][NEUTRAL] OK, new tab AM public.
[CUSTOMER][NEUTRAL] Log in.
[CUSTOMER][NEUTRAL] OK dashboard.
[CUSTOMER][NEGATIVE] Mm, I think this is gonna do this then I click on my group and it's pulling at me. It's not, it's not letting me go in and get [PII]'s hm.
[CUSTOMER][NEUTRAL] Oh yeah, 261-87. I, I've gotta get his mm.
[AGENT][NEUTRAL] Um, it's a different invoice.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] It's under the same group number though?
[CUSTOMER][NEUTRAL] No, he has a different group number.
[AGENT][NEUTRAL] What's the group number on that?
[CUSTOMER][NEUTRAL] 263-05
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, give me just a second on this because you, we have, oh well this is actually you have a different email on here, OK.
[AGENT][NEUTRAL] OK, so this is under [PII] email.
[CUSTOMER][NEUTRAL] OK, that's my other one.
[AGENT][NEUTRAL] Yeah, so we have to do the same create a login for this group.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you want me to do it on my side or you wanna try it on your side?
[CUSTOMER][NEGATIVE] Well, I, I, it keeps pulling up my.
[CUSTOMER][NEGATIVE] Um, group when I go into AM Public and I go to [PII] and log in, it just automatically pulls up my stuff and I'm like, no, I don't want that.
[AGENT][NEUTRAL] Did you click like save password? OK.
[CUSTOMER][POSITIVE] So let's do it on your side.
[CUSTOMER][NEUTRAL] I, I may have.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So try clearing your browser history and then I'll do this and then hopefully when you go back it won't bring up yours.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Right
[CUSTOMER][NEGATIVE] Having a brain fart because of all this frustration, um.
[CUSTOMER][NEUTRAL] Can you tell me how to do that again?
[AGENT][NEUTRAL] Should just be the 3, yeah, it should clear the click the 3 dots top right hand corner.
[CUSTOMER][NEUTRAL] Clearing the browser history.
[AGENT][NEUTRAL] And then I believe it's under let's see uh delete browsing data.
[AGENT][NEUTRAL] Do you see anything like that?
[CUSTOMER][NEUTRAL] Yes, delete browsing data there it is.
[CUSTOMER][NEUTRAL] Control shift delete that's what I thought, OK.
[CUSTOMER][NEUTRAL] Clear now, OK.
[AGENT][NEUTRAL] OK, so I just sent verification code to the [PII]. So let me know when you get that and then I'll enter that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me go back to my
[CUSTOMER][NEUTRAL] My desk, hang on one second.
[CUSTOMER][NEUTRAL] That's because the Honda.
[CUSTOMER][NEUTRAL] OK, so here's another one. OK, so this one, the code is 774268.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so we should be good to go on that one. try to go back to the site and log in. I did the same exact password for this one, the [PII] [PII] [PII]
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um, it's just gonna be that email.
[CUSTOMER][NEUTRAL] I am
[CUSTOMER][NEUTRAL] Public log in OK.
[CUSTOMER][NEUTRAL] OK, so I get this
[CUSTOMER][NEUTRAL] So I'm gonna go in and just log in. I don't need to create another account.
[AGENT][NEUTRAL] Yes, ma'am. Correct. Yeah. You'll just have to go get that verification code.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] No, don't save my password.
[CUSTOMER][NEUTRAL] Alright, let me walk back and get the number.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] And go from one end of the office to the other, getting my steps in today.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This one is.
[CUSTOMER][NEUTRAL] I figure that's
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Code continue.
[CUSTOMER][NEUTRAL] Alright, now it's taking me to the dashboard. Oh, you're welcome.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My group
[CUSTOMER][POSITIVE] Oh good, this one's [PII] OK.
[CUSTOMER][NEUTRAL] Now invoicing.
[CUSTOMER][NEUTRAL] Please review and submit the invoice.
[CUSTOMER][NEUTRAL] Submit invite
[CUSTOMER][NEUTRAL] ACH XX.
[CUSTOMER][NEGATIVE] Application error.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Go back
[CUSTOMER][NEUTRAL] A client side exception has occurred. See the browser console for more information. Oh, come on.
[CUSTOMER][NEUTRAL] Well, let me go back and start over, I guess.
[CUSTOMER][NEUTRAL] OK, back your dashboard.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My group
[CUSTOMER][NEUTRAL] OK invoicing.
[CUSTOMER][NEUTRAL] Invoice.
[CUSTOMER][POSITIVE] The way things are going, let's probably get paid like 6 times.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] What does it say when you tried to pay it?
[CUSTOMER][NEUTRAL] Alright, submit invoice ACH next.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Next submit.
[CUSTOMER][NEUTRAL] And we submit it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] It's just got a thing where it's just gonna mess up and then go back and do it again.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] Alright, so it's gotta be on something on State Farms side because it works on this separate PC.
[AGENT][NEUTRAL] OK.
[CUSTOMER][MIXED] Mm interesting, and it shouldn't um.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah, so going forward you guys will just use those emails as the username you of course can reset that password when you want, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] But I'm glad we were able to get you in at least and get that taken care of, so.
[CUSTOMER][NEUTRAL] Yeah, now when I go in here and look where it says manage users, it doesn't have anybody down whereas I was on there before should I add myself? it says add new user. [PII]'s not there. I'm not there it's like what.
[AGENT][NEUTRAL] Yeah, if you
[AGENT][POSITIVE] Yeah if you wanna add additional users you will have to go back in and do that um like you did before and you can absolutely do that on each one of the profiles.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] [PII] I have both of us, OK.
[AGENT][NEUTRAL] Right. Did you need me to check?
[CUSTOMER][NEUTRAL] Yeah, it has an active too. That's strange.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Alright, so hopefully now inactive all to active 0.
[CUSTOMER][NEUTRAL] Mm, do I have to do something?
[CUSTOMER][NEUTRAL] Access.
[CUSTOMER][NEUTRAL] For the details for the user you wish to add it.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] You don't let you click, you know, when you click on first name, last name, can't even.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Inactive all.
[CUSTOMER][POSITIVE] Well we're listed as all so I'm not gonna worry about it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] OK, so the home page takes me.
[CUSTOMER][NEUTRAL] I guess I would just go to billing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, well I, I think we're good at least I, you know, my main thing is to get that thing paid and then now that gives me time to figure this whole website out because it looks like they've revamped most of it.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It's, it's totally different. Yeah. I mean, I have to use like a step by step guide to try and figure it out still. So I'm, I'm right there with you. It's all different.
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] ID cards. Yes, so if I need an ID card for one of the employees, uh, unable to error, unable to download ID cards.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you need me to check on anything else for you today?
[CUSTOMER][POSITIVE] Well, for example, um, one of the employees wanted to, you know, had questions on this and I'm like, OK, that's great, um.
[CUSTOMER][NEUTRAL] If they have a claim.
[CUSTOMER][NEUTRAL] You know, who do they call? Is there an [PII] number, you know, that kind of thing.
[AGENT][NEUTRAL] Yeah, so they can check their claims with us and I can give you the [PII] number. Um, individuals that are insured can also create their own login on the OSC and file claims and check claim status from there. They would use the email that's on their policy to do that. Um, if they wanted to call and check claims they call [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And um an agent can walk them through how to create the OSC account if they need to we can help them as far as claim forms, how to submit them um all of that.
[CUSTOMER][NEUTRAL] Mhm OK.
[CUSTOMER][NEUTRAL] Alright, I'll give him the um [PII] number and he can.
[CUSTOMER][NEUTRAL] I can deal with it
[AGENT][NEUTRAL] Yeah, or if they have questions about what's covered or any of that where we can help with that.
[CUSTOMER][NEUTRAL] Yeah, that's, I know that's gonna be a question because I know when I did it with um the broker he's like, yeah, everything's covered. I'm like, OK, that's not usually how it works but.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] Um, he's like if you go to the emergency room, um, I think he was saying there was no your deductible applied. I think we have a $3000 benefit.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm let me see here.
[CUSTOMER][NEUTRAL] That like 9 group beds up mm.
[CUSTOMER][NEUTRAL] Does it have it on the website here somewhere like maybe in the resource center what the coverage is?
[AGENT][NEUTRAL] Um, I believe, let's see, go back to the.
[AGENT][NEUTRAL] He's our guide here.
[CUSTOMER][NEUTRAL] Do we have the med link gap? Is that what we have?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I think that when you're on the dashboard.
[AGENT][NEUTRAL] Going back up here.
[AGENT][NEUTRAL] Um, so when you click my group and then it gives group details down below there is a tab there that says products. Is there anything in that area maybe?
[CUSTOMER][NEUTRAL] Mm let's see.
[CUSTOMER][NEUTRAL] My group.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Alright, let's see here 7 current policies at the bottom. Mine just says privacy notes, terms of use, and licensing.
[AGENT][NEUTRAL] OK. Yeah, I thought.
[CUSTOMER][NEUTRAL] That's a set in current policy.
[AGENT][NEUTRAL] I thought maybe under my group and then it has group details.
[CUSTOMER][NEUTRAL] Mhm it just gives me the broker's name.
[AGENT][NEUTRAL] And there's nothing down below that for.
[CUSTOMER][NEUTRAL] Product it's a med link uh uh.
[AGENT][NEGATIVE] But you can't click on the product, huh.
[CUSTOMER][NEUTRAL] No, it's
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Which is odd you'd think they would have that on here somewhere.
[CUSTOMER][NEGATIVE] It has group detail report and then download ID cards, but when I click on download ID cards I get an error. It's not able to download them group detail report, let me see what it says about that.
[AGENT][NEUTRAL] I was gonna say I'm not certain what that is.
[CUSTOMER][NEUTRAL] Yeah, I don't know. I'm gonna oh I oh I see what it is. It's just letting me know who's on the the group plan.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's like the um what do you call that, the census.
[CUSTOMER][NEUTRAL] Has all the information, their names their address.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh please.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Click to add an employee, the lead employee, let me see.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] You go to products and then here's a med gap link.
[CUSTOMER][NEUTRAL] Med gap link OK then.
[CUSTOMER][NEUTRAL] Let's see here flyer.
[CUSTOMER][NEUTRAL] I wonder if that'll tell me something flyer on the meddling gap.
[CUSTOMER][NEUTRAL] Brochure, let's see if the brochure comes up.
[CUSTOMER][NEGATIVE] No, click on it but nothing comes up.
[AGENT][NEUTRAL] I reached out to see if anybody maybe um in my group knows because I don't see anything.
[AGENT][NEUTRAL] On the guide right now. I do know that like some of the, there are gonna be more enhancements added to it as we kind of go here. I don't know.
[AGENT][NEUTRAL] Is that's something that they're gonna add that's just maybe not been added. I'm double checking here.
[AGENT][NEUTRAL] Cause yeah, I show um it's the med link gap and it looks like.
[AGENT][NEUTRAL] The outpatient inpatient benefit max on these is like 3500 for each category.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And that's what I was looking for something that tells me exactly what the coverage is because you know people, you know, the guy comes out and everyone forgot it because he was here 7-8 months ago and they're like, now what is that again?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm like uh
[CUSTOMER][NEUTRAL] And that's what I was looking for something where you had where I could say OK, this is what it covers you go to the emergency room, it'll take, you know, any deductibles from the regular United that we have and it pays at least that's my understanding. If you go to the emergency room or.
[CUSTOMER][NEUTRAL] Um, um, urgent care, this will pick up that gap where you would normally have a deductible. It'll take care of it up to $3000 or $3500 whichever one we opted for.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] OK. So, yeah, it doesn't look like.
[AGENT][NEUTRAL] It's something that is there.
[AGENT][NEUTRAL] Because
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I don't see it. I clicked on.
[AGENT][NEGATIVE] I got an updated like uh like user guide and I just don't see anything on there for the group.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, the only, it looks like I mean I can if you want, order like a master policy certificate to be sent to you guys if you wanted. Insureds can always, um, I mean they should get a copy of the policy and benefits when they, of course, enroll, but they can always request it too. Um, we'll always email it or put it in the US postal mail, whatever.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yeah, I'll let them go online. I think I've got a master.
[CUSTOMER][NEUTRAL] It's somewhere in the file so I'll I'll look and see. I thought maybe there might be something online that's a little.
[CUSTOMER][MIXED] More condensed and concise, but that's I'll find it.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][POSITIVE] Well thank you I appreciate your help, [PII]. I was like oh my God I thought I was gonna lose my mind.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, no, I'm glad we got it taken care of. I really am sorry for all the frustration and uh I'm glad it worked out. So I hope you have a good weekend.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] All right. Take care.
[CUSTOMER][NEUTRAL] All right bye now.
[AGENT][NEUTRAL] Bye bye.