AccountId: 011433970860
ContactId: 670b5431-4b82-4b55-acee-115795767c2c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 417640 ms
Total Talk Time (AGENT): 192448 ms
Total Talk Time (CUSTOMER): 142091 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/670b5431-4b82-4b55-acee-115795767c2c_20250602T15:25_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] This is [PII] Guy [PII]. My account number is 00754356.
[CUSTOMER][NEGATIVE] I tried to log in and I couldn't remember my password so it gave me a code. I put the code in it wouldn't let me put in a password. I tried it a second time. I still couldn't get in. Can you help me so I get into the account?
[AGENT][NEUTRAL] OK, yeah, um.
[AGENT][NEUTRAL] They made some changes to our online service center and I'm so sorry, your name is one more time you said Guy?
[CUSTOMER][NEUTRAL] Guy [PII].
[AGENT][NEUTRAL] OK, and Mr. Guy, what was that policy number again for me, please?
[CUSTOMER][NEUTRAL] 00754356
[AGENT][NEUTRAL] OK, give me a moment.
[AGENT][NEUTRAL] OK, and Mr. [PII], verify your date of birth, mail address and email address, please.
[CUSTOMER][NEUTRAL] [PII] address [PII].
[AGENT][NEUTRAL] OK, and email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Mr. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, thank you. And you say you're having issues on the online service center so you put in your
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] I put in my uh well I I tried to log into it and I couldn't remember my password so it wouldn't.
[CUSTOMER][NEUTRAL] Would let me in.
[CUSTOMER][NEUTRAL] Said uh
[CUSTOMER][NEGATIVE] Reset it so I clicked on the deal to reset it but it it wouldn't.
[CUSTOMER][NEGATIVE] It wouldn't allow me to reset it. It wouldn't it didn't give me a place to fill in for a password.
[CUSTOMER][NEUTRAL] A new password.
[AGENT][NEUTRAL] Did you put in your email address and then uh like send a verification code?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and it's still not letting you um.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me one moment, we've been having issues since it's been um.
[AGENT][NEUTRAL] Updated but um give me one moment I can get a representative to give you a call back or email you in regards to trying to set it back up on the online service center.
[CUSTOMER][NEUTRAL] Well, I'd like to get into the account and I need some, I'd like to ask somebody some questions about my deal too.
[AGENT][NEUTRAL] About your policy?
[CUSTOMER][NEUTRAL] Do what I thought, yeah.
[AGENT][POSITIVE] Oh, I can help you with that. Um.
[CUSTOMER][NEUTRAL] OK, so what, uh what all does it cover at this.
[CUSTOMER][NEUTRAL] At this stage of the game, I, I don't unders I don't know where I'm at.
[AGENT][NEUTRAL] Have you been diagnosed with cancer?
[CUSTOMER][NEUTRAL] Yes, I, I made some I, I made some claims back a couple of years ago. I haven't done anything a couple of years on the, on the deal, but uh I actually forgot about the policy and uh.
[CUSTOMER][NEUTRAL] I'd like to make some claims if I've got the.
[CUSTOMER][NEUTRAL] Ability to do that.
[AGENT][NEUTRAL] OK, and I, have you?
[AGENT][NEUTRAL] Did you have to do chemo or radiation?
[AGENT][NEUTRAL] Therapy.
[CUSTOMER][POSITIVE] Yes, I'm doing it all, I'm doing it all the time, yes.
[AGENT][NEUTRAL] OK. Uh, give me a moment, because we will need a claim form and any billing you have in regards to the chemo radiation.
[AGENT][NEUTRAL] Um, and you can submit that by mail or once the OSC is corrected, uh, the online service center or fax it. Let me see.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] I pulling up your plan and see what other benefits are available.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, have you had to take any kind of medication like anti-nausea or anti-pain medication while receiving chemo radiation?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, because you have a benefit for that as well.
[AGENT][NEUTRAL] Uh, you have sur you have to have surgery cause there is a surgical benefit and as well as outpatient and anesthesia.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I've had to have some ablation done, but I hadn't had a major surgery or anything yet.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So, along with any itemized billing, um, like for the chemo radiation, um, for the medication you were taking for pain or nausea while receiving uh chemo radiation, um, you can submit that to us along with the claim form.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't think of any other.
[AGENT][NEUTRAL] That's all I can see right now. And as far as the radiation, do you have a primary insurance carrier?
[CUSTOMER][NEUTRAL] Uh, I got Medicare and Medicaid, Social Security.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, we would just need along uh with the bill and we would need a copy of your Medicare EOBs.
[AGENT][NEUTRAL] Because the policy for chemo radiation says pays actual charges, so those EOBs are needed are needed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, but other than that, that's all that we would need and you can submit to our office.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] And can I send like uh like.
[CUSTOMER][NEUTRAL] 24 with 25 uh 2024 2025 bills.
[AGENT][NEUTRAL] Oh yes, sir.
[CUSTOMER][NEUTRAL] In the same package same group, OK, OK.
[AGENT][NEUTRAL] You can. Yes, sir.
[AGENT][NEUTRAL] And as far as the OSC it, um, it looks like we're, they're saying we're having internal issues and it should be resolved within 24 hours.
[CUSTOMER][NEUTRAL] All right, well
[AGENT][POSITIVE] So hopefully, by this time tomorrow, it should be working to where you're able to go back in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so no one will contact me then I'll just be able to go back in and log into it, I guess.
[AGENT][NEUTRAL] Uh, it should be, but if you like, I can send a request so someone can contact you.
[CUSTOMER][NEUTRAL] Well, I'll I'll try. I'll see if I can get into it if not I can call you back I guess.
[AGENT][NEUTRAL] OK, OK, yes sir.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][POSITIVE] That, that'll be fine. OK, well I appreciate it. I hope you have a great day. Thank you.
[AGENT][POSITIVE] Oh, you're welcome. Uh thank you so much for calling APL. Have a great day, Mr. Guy.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] All right bye bye.
[AGENT][NEUTRAL] Bye.