AccountId: 011433970860
ContactId: 6eb8f260-1eb5-427f-af65-467969cb7d2f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 720599 ms
Total Talk Time (AGENT): 314194 ms
Total Talk Time (CUSTOMER): 321482 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/6eb8f260-1eb5-427f-af65-467969cb7d2f_20250625T16:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes ma'am. I'm calling in regards to the um online service center.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Is that something you might be able to help me with?
[AGENT][NEUTRAL] Yes ma'am, I can help you with the online service center. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][NEUTRAL] OK, Ms. [PII] and is the, are you signing up for yourself or are you with an a provider's office?
[CUSTOMER][NEUTRAL] Um, I'm actually a benefits administrator and, um, uh, we have a master number and then we have 15 groups underneath our master number and so my question is because y'all just switched over to this OSC um I'm getting emails that invoices are ready, but I only have one email that I can use.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And so I'm having trouble being able to log in to all my different groups because it keeps asking me for a different email.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am, um, unfortunately, uh, with this new online service center you have to have a new email for each group.
[CUSTOMER][NEGATIVE] That's not gonna work
[CUSTOMER][NEGATIVE] This is, this is, I don't mean to be sound harsh. I, I promise I'm not trying to be mean, but I have a, I'm a or a business and I can't have these bills of people's personal information going into different emails.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] And so is there I mean I can't even log in to get the bill.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. What is your group number, Ms. [PII]?
[CUSTOMER][NEUTRAL] So I
[CUSTOMER][NEUTRAL] Um, do you want the master number or a group number? Because I've got 15 group numbers.
[AGENT][NEUTRAL] Um, go ahead and give me the master number.
[CUSTOMER][NEUTRAL] It's 14456.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK. Ms. [PII], can you please verify your physical address for your group?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, and then also your email address please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. OK, so um we are made aware that having multiple email addresses for groups is causing a problem for groups. They are trying to work on a fix for that, but at this time they don't have a fix for it um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] I just received an email this morning though where where they're trying to fix it and they're in a testing process to see if their fix is going to work so it is something that they're diligently working on um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] As of right now, unless you wanna have a different email address for every single group that you have that's the only way you could get into it today or if you wanna wait um for the fix to be finished.
[AGENT][NEUTRAL] You can do that if there's invoices that you need I can email them to you if you would like for me to do that for you.
[CUSTOMER][NEUTRAL] Uh, yeah, that would, um, so I, I am getting emails saying the invoice is ready, but when I click, it says click here to get it, it just makes me log in and so as long as you can send me the actual invoice that's fine but if it's something where I have to click and log in, that's not gonna work because I can't get into anything else so that's fine for now, yeah, because we'll have to be, we're gonna be cutting checks probably in the next week or so so we're gonna have to pay the June.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, I understand. Uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Or July whichever one it is, I can't remember. July, July, um.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So what do you do you just need, sorry.
[AGENT][NEUTRAL] Can you give, give me the.
[AGENT][NEUTRAL] And I just need the group number and the month um you want the June invoice?
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Is that what you're saying?
[CUSTOMER][NEUTRAL] Actually it's July. Uh, yeah, it's July.
[AGENT][NEUTRAL] July.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and what's the
[CUSTOMER][NEUTRAL] Which, oh, let me look, let me just make sure that that's the one that was sent. Hold on.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] I don't know if it has a date on it, but.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, it just says your most recent so I'm assuming it's July because it's already [PII], so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's what I'm thinking, um, but, uh, let me give you, um, you just need the group number and the name or just the group number?
[AGENT][NEUTRAL] Just the group number for the invoices that you need.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh, are you ready?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] The first one is the master number, it's the 14456.
[CUSTOMER][NEUTRAL] The next one is 14425.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, the next is 14426.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 14417
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the last one is [PII].
[AGENT][NEUTRAL] OK, and then they're all gonna go to your [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. All right. Well, I will get those.
[CUSTOMER][NEUTRAL] And they can all be in the if it's easier.
[AGENT][NEUTRAL] Uh-huh, yes.
[CUSTOMER][NEUTRAL] To just attach them to all the same email that's OK too. I, uh, doesn't matter they're all going to me so you know if it has to be a separate email, that's OK too. It's not a big deal.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's probably going to be separate because it'll only let me um once I pull up that group number it'll only let me send the email for that group number and each one is gonna be in a different different location but I'll make sure I get those out to you miss [PII]. Is there anything else that I can help you with before we go?
[CUSTOMER][NEUTRAL] You know
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] I got you.
[CUSTOMER][NEUTRAL] Yes, I have one more question. Um, I have, um, someone that um on one of our groups it's number 14418 that is um.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] has a cancer policy.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And she needs to, I believe, file a claim and I'm, I'm not able to get into that online so uh if you could kind of point me in the right direction on how to have her give the information to her on what she needs to do next.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, if she signs up for the new online service center she can file her claim right through the online service center.
[CUSTOMER][NEUTRAL] Oh, OK, so, um, uh, let me go to it so I can just so I'm not making her go all over the place, got.
[AGENT][NEUTRAL] If
[AGENT][NEUTRAL] Right, if she chooses not to do that, we have a fax number I can give you and she can fax it in and I also have a mailing address that I can give to you.
[CUSTOMER][NEUTRAL] OK, is that, um, so I went on to the the just the regular website and did claims and forms and at the bottom it says you can do it online 24/7 but then this says other ways to submit that's what you're talking about?
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, ma'am. Yes, ma'am. And she'll need that.
[CUSTOMER][POSITIVE] OK perfect. OK, also I'll so it's [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hey, I'm sorry, I think we have a little delay. I don't mean to keep interrupting you.
[AGENT][NEUTRAL] No, that's OK. That's OK.
[CUSTOMER][NEUTRAL] There it goes [PII]. OK, and then we were saying something.
[AGENT][NEUTRAL] Um, the fax number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The APL claims mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And when she's in.
[CUSTOMER][NEUTRAL] And is there anything?
[CUSTOMER][NEUTRAL] Go ahead sorry.
[AGENT][NEUTRAL] When she's in the online service or in the [PII] claims and forms, she'll need that cancer claim form and it'll list on that first page is a cheat sheet. It'll give her every single thing that she needs to send in with her claim.
[CUSTOMER][POSITIVE] Got you OK.
[CUSTOMER][NEUTRAL] OK, so she signed up for the OSC through the [PII] and then she'll do the um create an OSC account right?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And now it's going.
[CUSTOMER][NEUTRAL] OK, and then once she's in that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And so she doesn't get
[CUSTOMER][NEUTRAL] She can, she can go to file claims sorry.
[AGENT][NEUTRAL] Correct, that's correct, um, and so she doesn't get confused the old online service center had a user name and password. This one is, is going to be email address and you'll create your password.
[CUSTOMER][POSITIVE] Got you OK.
[CUSTOMER][NEUTRAL] OK, is that uh all that she would need? Does she need a group number or anything like that?
[AGENT][NEUTRAL] No ma'am um once she signs up for the online service center she'll click on her cancer product and uh there will be a box on the online service center that will say file a claim and they'll say either file a wellness claim or file traditional claim and she'll choose traditional claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Unless it is for wellness.
[CUSTOMER][NEUTRAL] What's a wellness claim just then.
[AGENT][NEUTRAL] Well, this is like, uh, mammograms, um, the men can get that.
[CUSTOMER][NEUTRAL] Oh, if you're going to the doctor for some, OK.
[AGENT][NEUTRAL] PSA test, yes.
[CUSTOMER][NEUTRAL] Got you. OK, the traditional claim.
[CUSTOMER][POSITIVE] OK. I think that was it. All I needed. I hope so anyway.
[AGENT][NEUTRAL] OK, alright, well I'll get these um.
[AGENT][NEUTRAL] Invoices sent to you and I'll make sure that those go out for you today, OK?
[CUSTOMER][POSITIVE] OK sounds good thank you.
[AGENT][POSITIVE] All right. You're welcome, Ms. [PII]. I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Mm bye bye. You're welcome.