AccountId: 011433970860
ContactId: 7822fd5b-dc08-4cad-8a05-5366f3a85a19
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1008969 ms
Total Talk Time (AGENT): 441139 ms
Total Talk Time (CUSTOMER): 330433 ms
Interruptions: 4
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/7822fd5b-dc08-4cad-8a05-5366f3a85a19_20250612T18:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I am trying to log into my account um I needed to update some of my stuff to see about another claim, um, but it is not.
[CUSTOMER][NEGATIVE] It is saying it can't find my email.
[AGENT][NEUTRAL] OK, um, who am I speaking with?
[CUSTOMER][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] And it's [PII]
[AGENT][NEUTRAL] And what's
[AGENT][NEUTRAL] And what's a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh, my phone number is [PII].
[AGENT][NEUTRAL] And do you have your policy number with you?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Mm, I, I think so.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Is it under like the select coverage number selected coverage number?
[AGENT][NEUTRAL] Um, it might be, um, the policy certificate number, uh, benefits number, inpatient, outpatient benefits number.
[CUSTOMER][NEUTRAL] Uh, let me see.
[CUSTOMER][NEUTRAL] This might be an old
[CUSTOMER][NEUTRAL] Old one but I can see let's see here.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] It typically starts with a 01 or 02.
[CUSTOMER][NEUTRAL] Well,
[AGENT][NEUTRAL] Or I can look it up by your social if that's easier.
[CUSTOMER][NEUTRAL] I'm like, well, let me see here.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][POSITIVE] Bene benefits plan.
[CUSTOMER][NEUTRAL] And I, I wrote it all down but it is not letting.
[CUSTOMER][NEUTRAL] It's saying that it doesn't recognize any of my stuff, so.
[CUSTOMER][NEUTRAL] Um, my, you want my social?
[AGENT][POSITIVE] Yes ma'am, I can look you up that way.
[CUSTOMER][NEUTRAL] Um, oh, hold on, I may have it on this one. Hold on, policy number, let's try that, uh, [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Right, that was it.
[AGENT][NEUTRAL] Uh, what is your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And are you on the uh OSC right now?
[CUSTOMER][NEGATIVE] Uh, well, I, I tried to just hit the log in where I went to the APLOSC and tried to hit log in and it did not like.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] My email address it kept telling me to verify it I verified it and then it would ask me to change my address. It wouldn't let me continue.
[CUSTOMER][NEGATIVE] And I'm like I don't wanna change my address but but I did because I was like well it won't let me continue, so now I don't know what to do.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, um, so as of last Monday we did get a new uh portal provider, so you'll need to recreate, you need to create a new account. Um, everything from your old account will get pulled over but um you'll no longer sign in using an uh a user ID it'll be an email and then it verifies your email every time if you'd like we can go through this step by step.
[CUSTOMER][NEUTRAL] OK, all right, so I just clicked on the create new.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Says which role best describes you? I'm insured.
[AGENT][NEUTRAL] You've been insured. Uh-huh.
[CUSTOMER][NEUTRAL] OK, and the next, uh, I need to.
[AGENT][NEUTRAL] And then I would just fill out the 3 boxes that are required, so last name, email, and date of birth.
[AGENT][NEUTRAL] And the email I have on file is an [PII] account.
[CUSTOMER][NEUTRAL] Email.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] That and that's the one I would still like to use.
[AGENT][NEUTRAL] OK, that's OK.
[CUSTOMER][NEUTRAL] Next.
[CUSTOMER][NEGATIVE] Uh oh no user was found with this information.
[CUSTOMER][NEUTRAL] Please try again.
[AGENT][NEUTRAL] All right, let's see what's going on, um.
[CUSTOMER][NEUTRAL] Contact customer service.
[AGENT][NEUTRAL] So let's try to troubleshoot real quick um are you using Edge or Chrome?
[CUSTOMER][NEUTRAL] Uh, Google Chrome.
[AGENT][NEUTRAL] OK, go up to the top right and you should see 3 little dots and you'll want to delete your browser history.
[AGENT][NEUTRAL] And let's see if that works.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] 3.
[AGENT][NEUTRAL] It should be right by a little like.
[AGENT][NEUTRAL] Profile guy, picture or something like that.
[CUSTOMER][NEUTRAL] OK, and then I've got uh downloads, bookmarks, delete browsing history there we go.
[AGENT][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Uh, delete data.
[AGENT][NEUTRAL] Yes, I would go ahead and do that um if you have anything that's saved as a password, I'd go ahead and uh save those passwords um because it's gonna delete all of that, so just keep that in mind.
[CUSTOMER][NEUTRAL] I have no idea. There's there's no telling.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I mean I'll just do what I gotta do at this point, OK? I deleted that and then it came up with settings, privacy and security.
[CUSTOMER][NEUTRAL] This is delete history cookies, cash, and more.
[AGENT][NEUTRAL] Yes, go ahead and do that.
[AGENT][NEUTRAL] And while we were on the phone, I did go ahead or while you were doing that, I did go ahead and check um and I did the last name and email and date of birth on my end and it is showing that that stuff is correct and it will take you to the next step. um I'm not gonna go any further because I don't wanna create the account for you um but it will let you go to the next step once we.
[AGENT][NEUTRAL] Clear all the, the history.
[AGENT][NEUTRAL] Let me know once you're back.
[CUSTOMER][NEGATIVE] It is not letting me delete it.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] Well, exit out of it.
[CUSTOMER][NEUTRAL] Yeah I mean it's check marked and everything but it is not letting it uh delete.
[AGENT][NEUTRAL] OK, are you on a work computer?
[CUSTOMER][NEGATIVE] It just keeps bringing me back to settings.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] OK, it, it could be something related to, uh, your company's policy not to do that um.
[AGENT][NEUTRAL] They might do it on their own. Um, go ahead and exit out. Do you have the ability to use um Edge and we can try it that way.
[AGENT][NEUTRAL] It'll be a little blue and green circle.
[CUSTOMER][NEUTRAL] I, I don't even
[CUSTOMER][NEUTRAL] I was like I don't even know what that is but I have it it's on here.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well, go ahead and try that one,
[CUSTOMER][NEUTRAL] OK, never even seen it.
[CUSTOMER][NEUTRAL] OK, and it's just [PII]?
[AGENT][NEUTRAL] Uh, it's secured. [PII].
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][POSITIVE] Secured.
[CUSTOMER][NEUTRAL] Just a minute, son.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] [PII].
[AGENT][NEUTRAL] Yes, I am [PII].
[CUSTOMER][NEUTRAL] Is that what you said?
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] OK, there it is OK now create the OSC.
[AGENT][NEUTRAL] Create LSC.
[CUSTOMER][NEUTRAL] Or or try to log in.
[AGENT][NEUTRAL] No, create the OSC and then click back on insured.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then do the other again.
[AGENT][NEUTRAL] Uh, yes, so last name.
[CUSTOMER][NEUTRAL] And my last name.
[AGENT][POSITIVE] I have it as [PII]
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Right, and the email [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, and then date of birth.
[CUSTOMER][NEUTRAL] And then [PII].
[AGENT][POSITIVE] Yeah and it should let you go to it because it let me do it.
[CUSTOMER][NEUTRAL] OK, complete your account set up. Continue.
[AGENT][NEUTRAL] Great, alright, so here's what we'll do next um enter your email again and click send verification code.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Keep that browser up and go into your email.
[AGENT][NEUTRAL] And you'll look for a verification code um it should be from Microsoft in regards to APL or Microsoft for APL um and you will put that uh verification code in the box underneath and click verify code.
[CUSTOMER][NEUTRAL] OK, that's what I did the last time, so hopefully.
[AGENT][NEUTRAL] If you don't see a code within a coup.
[AGENT][NEUTRAL] Hopefully
[CUSTOMER][NEUTRAL] There it is.
[CUSTOMER][NEUTRAL] 8
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Verify code.
[CUSTOMER][NEUTRAL] Now it says change email. I don't wanna change email so I just need to set a new password?
[AGENT][NEUTRAL] Don't do that. Uh, just, yeah, just put in the password, uh, first and last name. If it asks for a display name, that's just how you want the uh system to recognize you.
[AGENT][NEUTRAL] So you can just do your first name again if you'd like.
[CUSTOMER][NEUTRAL] Name given
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, terms and agreement.
[AGENT][POSITIVE] Alright, great.
[CUSTOMER][NEUTRAL] Go to dashboard.
[AGENT][NEUTRAL] And it'll say go to dashboard but it'll yeah it'll make you log back in uh I don't know why it keeps saying go to dashboard so you'll log in it'll ask for the verification code again and then you should be able to see your dashboard in there.
[CUSTOMER][NEUTRAL] So I need to log back in again?
[CUSTOMER][NEUTRAL] Is this the same one or will it send me a new one?
[AGENT][NEUTRAL] It's a new one every time, that's a new security feature that we've added.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's kind of like the second step stuff.
[AGENT][NEUTRAL] Yeah, it's just because there's PHI and all of this protected information in here. We don't want it to get hacked.
[CUSTOMER][NEUTRAL] Verification.
[CUSTOMER][POSITIVE] Sure, absolutely.
[CUSTOMER][NEUTRAL] OK, there's that one.
[AGENT][NEUTRAL] And then you were trying to file a claim, and am I right?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yep, I've had 4 more places removed since the last time I entered.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Uh hello [PII]. We can receive claim status updates via text messages. What is your 10 digit number?
[AGENT][NEUTRAL] That's in case if you uh end up submitting a claim and you want to get a status update of it, whether it's being processed or complete, um, they'll just send you a message.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 8
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][NEUTRAL] Well, let's see here 428 yeah.
[CUSTOMER][NEUTRAL] 072.
[CUSTOMER][NEUTRAL] OK, do I need access to an ID card? Would you like to review coverage, um.
[AGENT][NEUTRAL] So if you're trying to file a claim, you'll go to uh.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] There should be a a long rectangular box on the right, yeah, and then um
[CUSTOMER][NEUTRAL] To start your claim.
[AGENT][NEUTRAL] Just to let you know once you file a claim, if you ever need to get back in there, check the claim status or anything like that, you'll go to my policy and it will have your claims right there.
[CUSTOMER][NEUTRAL] OK, OK, yeah.
[CUSTOMER][NEUTRAL] OK, I will, so you're filing a wellness check or medical treatment.
[CUSTOMER][NEUTRAL] Uh, routine or preventative or injuries or illness?
[AGENT][NEUTRAL] Well this claim I believe is more for like.
[AGENT][NEUTRAL] Um, like if you're getting a mammography or, or some type of uh diagnostic testing just as a wellness.
[AGENT][NEUTRAL] So if you're filing is this is a.
[CUSTOMER][NEUTRAL] OK, so the traditional claim?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] Cancer skin cancer.
[AGENT][NEUTRAL] Yeah, you'll want to do a traditional play.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I think, I think when I did my claim last year I had 4 places removed and I've had 4 more since.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] And are you trying to file a claim for this year?
[CUSTOMER][NEUTRAL] Uh yes ma'am.
[AGENT][NEUTRAL] OK, because I am.
[CUSTOMER][NEUTRAL] It'll be the
[AGENT][NEUTRAL] I am showing that uh the policy number you gave me, uh, it looks like the policy lapsed or ended on [PII].
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] So if you're filing for this year, it will probably be you'll need to um did you get this through your employer?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] You'll want to contact your employer to see if they uh.
[AGENT][NEUTRAL] About their policy or who you might have your new policy through, um, but this one, I didn't let me check one more time.
[CUSTOMER][NEUTRAL] [PII]. OK, well let me.
[AGENT][NEUTRAL] Yeah, that's the last one I have. I don't have any more active. Yeah, I don't have any more active ones after that, so I would double check with them, um, because I'd hate for you to keep filing a claim under a policy that's no longer active.
[CUSTOMER][NEUTRAL] Let me find out about that.
[CUSTOMER][NEUTRAL] Got you. OK, I will find out about that then.
[AGENT][NEUTRAL] All right. Um, is there anything else I can help you with until then?
[CUSTOMER][NEUTRAL] Um, so if I had some more surgeries because this, um, I know I had a couple before September, I can file on those on this one, right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Correct, we don't have any timely filing limits. So as long as the policy was active during the date of service, um, you can submit a claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, yes, because I did have, I, I, I can't remember how many I filed for the last time, but um I know I've had some probably before September.
[CUSTOMER][NEUTRAL] On that, so, OK, I will find that out. I will find out what uh.
[CUSTOMER][NEUTRAL] What's going on and if I have a new policy number, so.
[AGENT][NEUTRAL] Right, um, well, uh, yeah, contact your employer. It wouldn't be through us because I did just look to see if you have any active policies with us, um, and this is the last one that you had with us, so I would check and see if they got it under a different, yeah, I would check and see if they have it under a different um.
[CUSTOMER][NEUTRAL] That's crazy.
[AGENT][NEUTRAL] Provider maybe, or um if they planned on porting your policy, which you would have gotten a letter in the mail for that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Or you should have gotten a letter in the mail for that.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] What does that mean?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Your policy is some policies are port it's called a portability coverage, meaning that if you um.
[AGENT][NEUTRAL] If say you leave this job or you retire and you wanna keep your policy, you can sometimes support it to where it'll no longer come from your employer, it will come from you and you will pay the premiums yourself.
[CUSTOMER][POSITIVE] I got you I got you, OK.
[AGENT][NEUTRAL] So yeah, so that's something to look for next, um, whenever you uh
[AGENT][NEUTRAL] Look at your next insurance, whatever they have offered for you, uh, check and see if you have any like that if that's something that interests you.
[CUSTOMER][POSITIVE] Yes ma'am. OK, well I appreciate it thank you for that information.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] All right, well.
[CUSTOMER][POSITIVE] Thank you, yes ma'am and thank you for all your help.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] You're welcome, bye.
[CUSTOMER][NEUTRAL] Bye bye.