AccountId: 011433970860
ContactId: 6edd9542-5178-47f2-b444-e3341536f133
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 379320 ms
Total Talk Time (AGENT): 117603 ms
Total Talk Time (CUSTOMER): 124679 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/6edd9542-5178-47f2-b444-e3341536f133_20250619T19:04_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm trying to log into your website and I don't know if something's uh done to your website, but it's not recognizing my user ID and then when I try to use the forget password, I verify my password and then hit continue and then it tells me they don't have an account. I don't have an account with that ID.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, so we launched our new website. Have you created an account in the last 3 weeks or?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK. Are you a group insured, broker, provider?
[CUSTOMER][NEUTRAL] I'm a defense group insured. My company has, uh, you guys.
[AGENT][NEUTRAL] OK. And um may I have a good contact number in case we're disconnected and your group number?
[CUSTOMER][NEUTRAL] 954483-4807 and let me go get my wallet to get my card. Give me a second.
[CUSTOMER][NEUTRAL] Group number 1760.
[CUSTOMER][NEUTRAL] 5
[AGENT][NEUTRAL] OK, hold on one moment. Is that 17605?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, that's the group number.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And can you spell your first name for me, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, [PII]. OK, I can hear you.
[AGENT][NEUTRAL] All right, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], what's your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Hold on one second, [PII]. Here we go. I just found you. Alright, I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] [PII]. Uh email address is [PII], mailing address [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So, are you on the online service center now?
[CUSTOMER][NEUTRAL] I'm welcome to the online service center and I hit log in.
[AGENT][NEUTRAL] Hm. Hold on, hold on, sir, hold on.
[CUSTOMER][NEGATIVE] And then it pops up a pop up window. I enter my user ID sorry.
[AGENT][NEUTRAL] Can you go back to the welcome screen?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And click create your OSC account.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Um, the best role is insured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And follow those prompts there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now, I'm curious, was this commun this update communicated to our company's HR? Because this is, no one has within our company knows anything about this. So that's why I'm wondering.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, it was because your group admin, whoever is over your, um, whoever is the administrator for the group, they're gonna have to do it too. Everyone has to do it.
[AGENT][NEUTRAL] Because this new system
[CUSTOMER][NEUTRAL] Right, I I'm just wondering.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] Mhm. No, you're OK.
[CUSTOMER][NEUTRAL] Yeah, no, because we have an HR and HR typically sends out bulletins with any updates with any of our plans, and so I didn't see an update in the past 3 weeks, an email come out. So that's why I'm wondering if HR was made aware of. So I'll reach out to my company's HR.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, OK, yes, sir.
[AGENT][NEUTRAL] And in the field where it's asking for SSN or member ID, that's your full social security number.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Do you know how much left of benefits I have?
[CUSTOMER][NEUTRAL] On this account, I know there's a certain amount.
[AGENT][NEUTRAL] I can check for you. Hold on one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 500, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This is only, let me see.
[AGENT][NEUTRAL] Outpatient is uh [PII].
[AGENT][NEUTRAL] You have $1,096.20 left for the year.
[CUSTOMER][NEUTRAL] Makes sense. OK.
[CUSTOMER][POSITIVE] All right, that's good to know. OK, thank you very much. I appreciate it.
[AGENT][NEUTRAL] Were you able to get into the online service center?
[CUSTOMER][NEUTRAL] Yeah, I'm putting in, yeah, I'm putting in a phone number now to receive um notifications.
[AGENT][NEUTRAL] You're good?
[AGENT][NEUTRAL] OK. Well, was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.