AccountId: 011433970860
ContactId: 5d117b5a-34ef-4877-825e-97a8ce304fe2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 672010 ms
Total Talk Time (AGENT): 317787 ms
Total Talk Time (CUSTOMER): 255693 ms
Interruptions: 8
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/5d117b5a-34ef-4877-825e-97a8ce304fe2_20250506T14:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, how you doing today [PII]? Um, I was actually calling because I'm trying to, I am trying to figure out, um, because I just moved from where I, uh, from my previous address to another address, and I was trying to figure out is, can I, is there, um, can I ask you guys or can I go to the internet somehow to find out, um, uh, certain, uh, doctors that I can go to that's that's that has APL or whatever if I said that right.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, we can help you with that. Um, do you have your policy number? We'll need that to verify your information to see what benefits you have with us.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yep, um, let me make sure. Hold on, I think I need a new one's fading, but I got the hold on, uh.
[CUSTOMER][NEUTRAL] Policy number.
[CUSTOMER][NEUTRAL] OK, um, I believe it's APL.
[CUSTOMER][NEUTRAL] 20,000.
[AGENT][NEUTRAL] OK, that's the group number?
[CUSTOMER][NEUTRAL] Would that be, um, or maybe it's.
[AGENT][NEUTRAL] Do you have a certificate number?
[CUSTOMER][NEUTRAL] Oh OK, no, because it's kind of faded, yeah, it's kind of faded, so, um, it doesn't say the word in front of it, so I didn't know, um, I believe that this is the number, um, 021 9.
[CUSTOMER][NEUTRAL] 1979
[AGENT][NEUTRAL] That sounds like a policy number. Thank you. Give me just a moment.
[CUSTOMER][POSITIVE] OK, no problem, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK. May I have your name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And Mr. [PII], may we start by verifying your date of birth and then your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEUTRAL] And then, um, um, I have moved and, um, I don't think I, I, um.
[CUSTOMER][NEUTRAL] Uh, I don't think I changed the address, so I would have to, uh, make the address change.
[AGENT][NEUTRAL] OK, let's verify the old address first and we can update you. Yes, sir.
[CUSTOMER][NEUTRAL] The old one? OK, um, OK, it's, yeah, [PII].
[AGENT][NEUTRAL] Alright, we do have that. We also have a.
[AGENT][NEUTRAL] OK, sorry.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] No, I would say we also have a PO box. We have that one and a PO box.
[CUSTOMER][NEUTRAL] No, it's OK.
[AGENT][NEUTRAL] So I
[CUSTOMER][NEUTRAL] Yeah, I'm actually don't have that PO box either anymore, so it's gonna be the new one.
[AGENT][NEUTRAL] OK, wonderful. Alright, now see you're calling from the number we have on file [PII] and Mr. [PII], before we update that address, would you like to add an email address?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, uh, I thought you guys already had it, but um sure, sure, um it is [PII].
[CUSTOMER][NEUTRAL] Yahoo.com.
[AGENT][NEUTRAL] Logistics, L O G I S T I C E S or just S?
[CUSTOMER][NEUTRAL] Uh, uh, TICS.
[AGENT][NEUTRAL] [PII]. OK. Thank you. So we've got that. And let's update that uh street address, please.
[CUSTOMER][NEUTRAL] Yeah, mhm.
[CUSTOMER][NEUTRAL] OK, it is uh [PII].
[AGENT][NEUTRAL] I'm sorry, what was that street again? [PII]?
[CUSTOMER][NEUTRAL] Uh, and the next.
[CUSTOMER][NEUTRAL] [PII] yeah [PII]
[AGENT][NEUTRAL] All right. Thank you. And that city and zip code.
[CUSTOMER][NEUTRAL] Uh, that is, uh, [PII].
[CUSTOMER][NEUTRAL] 31601
[AGENT][NEUTRAL] [PII]. OK, give me one moment. Let me update that one more place. And real quick, I will tell you, uh, Mr. [PII] we also have an online service center where you can go and set up an account for yourself. You can also uh upload claims from there, view the status of claims, just different things like that.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, and that is, is, is that you said that's the website, uh huh.
[AGENT][NEUTRAL] And that's at our website.
[AGENT][NEUTRAL] Yes, sir, and that's simply at [PII].
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] [PII]. Let me see AMub.
[AGENT][POSITIVE] Correct, yes, sir.
[AGENT][NEUTRAL] You would, uh, you would be a new user and it's got several roles that you can pick from you would be the first one that says something like I'm an individual with an APL policy you would click that.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, let's see what you have.
[CUSTOMER][NEUTRAL] OK, uh, and if that would individual with OK.
[AGENT][NEUTRAL] With an AP
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] It would be the 1st, 1st roll, you know, there's like I said, about 6 or so that you can pick from. So it would be the first one. let me see if I can.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh something here real quick.
[CUSTOMER][NEUTRAL] Yeah, cause I don't
[AGENT][NEUTRAL] And you are
[CUSTOMER][NEUTRAL] See, yeah, because I don't see it but I'm.
[AGENT][NEUTRAL] And you went to [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, yeah, I did, um, and on it.
[AGENT][NEUTRAL] OK, you would click on sign in, you would click on sign in.
[AGENT][NEUTRAL] And then there'll be a you do you'll see log in or new user you would be new user.
[CUSTOMER][NEUTRAL] Oh OK, sign in OK.
[CUSTOMER][NEUTRAL] OK user.
[CUSTOMER][NEUTRAL] OK OK.
[AGENT][NEUTRAL] And you'll use the information that we verified.
[CUSTOMER][NEUTRAL] Which role best describes you?
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Say it, say that again.
[AGENT][NEUTRAL] I'm sorry, I thought you said something.
[CUSTOMER][NEUTRAL] Oh no, I was actually reading, um, reading the questions to sign and it said which role best describes you. I would be an individual with APN, uh, insurance policy, correct, yeah.
[AGENT][NEUTRAL] With an APL insurance policy. Yes, sir. Yes, sir.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] OK, and then you said put in the information that I already provided uh [PII].
[AGENT][NEUTRAL] It doesn't want your policy number. It does require your social replaced there.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, I'll put it as against your zip code.
[AGENT][NEGATIVE] And I will tell you when you make your password, it really doesn't like for you to use any part of your email address. It wants you to be as secure as possible.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh.
[CUSTOMER][POSITIVE] I got you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] OK next.
[AGENT][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] OK create account.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] See provider networks.
[AGENT][NEUTRAL] Uh, did you receive an ID card, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh, yes, yes, yes, I did, um, that would be the same, is that the same card that I just read off of the, the policy number?
[AGENT][NEUTRAL] OK. Um.
[AGENT][NEUTRAL] It, it's
[AGENT][NEUTRAL] Yes, sir. Yes, sir. And you are calling on this particular policy on your, um, hospital indemnity?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, on the back, wonderful, thank you. On the back it has uh a number where you we have some we can, you know, it has a place back there for you to contact to get your providers. It's called multiplan.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] And it has a [PII] number or, um, you can, uh, go to the website at [PII].
[CUSTOMER][NEUTRAL] Oh, let me see.
[CUSTOMER][NEUTRAL] Through the internet
[CUSTOMER][NEUTRAL] Oh OK yeah I see it. I do see it.
[AGENT][NEUTRAL] And that they can assist you. Yes, sir. Yes, sir, for this particular plan, yes sir, that is where you would go and let me see what else you have with us. OK, and you have the dental, and I will tell you for the dental, what it is on the dental is you can use any provider that will accept the coverage. All they have to do is, uh, call us with your policy number and we can verify the benefits within them.
[CUSTOMER][NEUTRAL] So that's where, that's where I would go.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So it's pretty much open to any provider that will accept it. There's not a particular list.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] OK, and that's with the demo, correct?
[AGENT][NEUTRAL] That's with the dental, yes, sir.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And I do see you have dinner with us, so just thought I'd mention that real quick.
[AGENT][NEUTRAL] And I will tell you once you get your websites up your OSC, what we call OSC, the online service center set up, um, just for future references we'll always be able to see your user name but we'll never be able to see your password. So if you forget your password or you I mean you know our username, you can call us, we'll verify information with you, then we can provide you with your username and at that point you'll be able to reset your password.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, cool.
[AGENT][NEUTRAL] Or you may be able to just jump in there once you have the username, if you know the password, but you can't remove the username. So you may be able to just jump right on in there.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah, right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is it letting you set up, set it up?
[CUSTOMER][NEUTRAL] Uh, let me see.
[CUSTOMER][NEUTRAL] Uh, yeah, I'm, I'm actually, I'm, I actually got all the way in and then they kick you out and it wants me to log back in.
[AGENT][POSITIVE] Oh wonderful.
[CUSTOMER][NEUTRAL] Yeah, um, so I really, I guess I really don't even need to go back in there right now because I could just uh go to the other site that you just gave me on the back of the the multi plan thing, right?
[AGENT][POSITIVE] OK, wonderful. Yes, sir.
[AGENT][NEUTRAL] Yes, sir, just they've got a 1-800 number and a website on there for you to contact them.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well, I believe that's, I believe that's it then. I'm, I'm, I'm now I'm now signed up.
[AGENT][POSITIVE] Wonderful. Well, Mr. [PII], we wanna thank you for calling the APL and we certainly hope you have a fantastic day, sir.
[CUSTOMER][POSITIVE] Alright, you do you the same, OK? Have a good one bye.
[AGENT][POSITIVE] Thank you, dear. Bye-bye.