AccountId: 011433970860
ContactId: 7b797e70-03b1-4342-84d0-6c59a3e989ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 947020 ms
Total Talk Time (AGENT): 500955 ms
Total Talk Time (CUSTOMER): 253560 ms
Interruptions: 6
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/7b797e70-03b1-4342-84d0-6c59a3e989ce_20250617T14:21_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, Ms. [PII]. This is [PII]. I was calling to, um, see, I was trying to sign up with you guys to be able to log into my ATL account and it's giving me an error and it told me to call this number and hit option 4.
[AGENT][NEUTRAL] OK [PII], so you're trying to set up your online service center profile but you're getting an error, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am, uh-huh.
[AGENT][POSITIVE] Yes, no, I can try and help you with that. And what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Thank you. And do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, let me see, uh.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Do you have an ID card, [PII]? It would be on there, on the front.
[CUSTOMER][NEUTRAL] Uh, uh, they didn't give us a card. What it is, I work for South Louisiana Medical Associates, and they come in, hold up my car.
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] I thought [PII], what is your full social security number and let me see if I can look it up that way.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 574,910
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][NEUTRAL] Yeah, I don't have a number.
[AGENT][NEUTRAL] OK, give me just a second.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. So I will, once I verify all of your information, I'll be able to provide you that and hopefully we'll be able to get your profile set up for you. So first off, um, Ms. [PII], if you could please verify the correct spelling of your first and last name.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, the first name is [PII], [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And my last name is [PII]
[AGENT][NEUTRAL] Thank you. And your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Your home mailing address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one that you provided for me, so that is the best number that we should have. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK thank you and then lastly is I do need to add an email address on file for you we do not have an email and that is one of the required things uh in order to set up your profile so what is your email?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] And my last name, which is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh, [PII].
[AGENT][POSITIVE] OK, alright, thank you.
[CUSTOMER][NEUTRAL] So [PII]
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] OK. All right, that is what I have. OK, so it was again, we were missing, we did not have an email address on file for you, and that is one of the key things for setting up the profile that we must have. Are you where you can try and set that up while you and I are on the phone?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And I'm also going to email you a couple of user guides, Denise, um, that one is like for setting it up and the other one is related to using the new portal.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I'm just gonna email so that you'll have those for reference.
[AGENT][NEUTRAL] I'll do that. So just let me know and I'll try to walk you through the steps also.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Just let me know when you get all that pulled up and get there.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] And I have just sent that email to you so you should be getting that. I don't think it's gonna go to your junk or spam folder, but if you haven't seen it in a couple of minutes, you might wanna check one of those, but the emails that you're receiving is gonna come from [PII].
[AGENT][POSITIVE] And I did put APL also in the subject line for you so that that's easy to recognize.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, OK, OK, I see it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Alright, thank you for contacting OK.
[AGENT][NEUTRAL] Oh you did.
[CUSTOMER][NEUTRAL] OK, click here to share, OK.
[CUSTOMER][NEUTRAL] Alright, so hit creating and logging in correct?
[AGENT][NEUTRAL] OK, so first off, yeah, first off, what you're gonna do is to create, click the create OSC account.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me try to walk as far as I can. On the next screen, once you select that, you're gonna select insured.
[AGENT][NEUTRAL] Do you see that?
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And then click that
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Now, on this screen, [PII], only fill in the 3 boxes with the asterisks. So that's gonna be your last name, your email, and your date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And then just let me know once you've gotten that done.
[AGENT][NEUTRAL] And one additional question, are you setting it up, [PII], on your phone or on a computer?
[CUSTOMER][NEUTRAL] That's what I'm on my phone.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So do it on the computer?
[AGENT][NEUTRAL] Well, we're gonna, we'll try it first on the phone. I, it's my understanding you should be able to do that. But if we have difficulty, then we'll, yes, if you have access to a computer, we'll try that next. But go ahead with your phone first.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'm hitting create your OSC account correct?
[CUSTOMER][NEUTRAL] At the beginning, I'm sorry, I hit log in.
[AGENT][NEUTRAL] Uh, 00, no, sir, no, no, ma'am, for the first time click the create OSC account.
[CUSTOMER][NEUTRAL] OK, and he insured, correct?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] And next,
[CUSTOMER][NEUTRAL] Alright, and my last name.
[AGENT][NEUTRAL] Uh-huh. Email and date of birth, yeah, just the boxes that have those red asterisks.
[CUSTOMER][NEUTRAL] Email
[AGENT][NEUTRAL] And then once you've completed that,
[AGENT][NEUTRAL] You'll click next.
[CUSTOMER][NEUTRAL] OK, and next.
[AGENT][NEUTRAL] Mhm and then let me know what.
[CUSTOMER][NEUTRAL] Alright, complete your account set up.
[AGENT][NEUTRAL] OK. All right. So you'll hit continue. Uh-huh.
[CUSTOMER][NEUTRAL] And it so hit continue.
[AGENT][NEUTRAL] Then it should
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Email you a verification code.
[CUSTOMER][NEUTRAL] I want to set up a password.
[CUSTOMER][NEUTRAL] Oh yes, same verification code.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK. And so you'll, yeah, you, it may take it a minute. You may get it real quick, but it also, Mr. [PII] may take a minute for you to receive that.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] But just let me know once you do get that.
[CUSTOMER][NEUTRAL] OK. Uh.
[CUSTOMER][NEUTRAL] But there on it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so what you're gonna do is you're gonna put that verification code.
[AGENT][NEUTRAL] Where it's, and just, you can copy and paste it.
[AGENT][NEUTRAL] Into the verify the box and click verify code.
[CUSTOMER][NEUTRAL] Verify good OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And just enter a password.
[AGENT][NEUTRAL] OK, so it did take you to the create a password account, the screen?
[CUSTOMER][NEUTRAL] Mhm mhm.
[AGENT][NEUTRAL] OK, so yes ma'am, you'll create your password.
[AGENT][NEUTRAL] And then you'll put in like your first name and you can use your.
[AGENT][NEUTRAL] The, you know, your last name and the surname.
[AGENT][NEUTRAL] I believe it says that, right? First name, given name, surname, so you can just put your first and last name there.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Once you've completed that screen you'll hit continue.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Um, it's telling me my password don't match.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] That happens to me all the time.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Did I not tell it again.
[CUSTOMER][NEUTRAL] OK, so agree to the terms in the policy.
[AGENT][NEUTRAL] Right, you'll click both of those boxes. Uh-huh.
[CUSTOMER][POSITIVE] Alright, your account has been successfully created.
[AGENT][POSITIVE] Good. OK.
[CUSTOMER][NEUTRAL] Welcome to the online service center.
[AGENT][NEUTRAL] All right. So then I believe from there.
[CUSTOMER][NEUTRAL] So it makes you log back in.
[AGENT][NEUTRAL] Right, and, and there, Ms. [PII], it is going to send you another verification code, so it's like a two-factor authentication really.
[AGENT][NEUTRAL] So go ahead and just
[CUSTOMER][NEUTRAL] I see that.
[AGENT][NEUTRAL] And again, that's just for security purposes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] We value your privacy. OK.
[CUSTOMER][NEUTRAL] I'm at the oh we have underneath Bald and you can receive claim status via text messages with your phone number.
[AGENT][NEUTRAL] Uh, you can opt in for that so that when we receive a claim and it's been processed, you would get a notification.
[AGENT][NEUTRAL] And you might not instantly be able to log into your portal to see the status because that really kind of has to go through our overnight before your explanation of benefit our overnight processing rather before your explanation of benefits will be viewable but if you got a text alert.
[AGENT][NEUTRAL] And you didn't see it yet in your portal, you can call us [PII], and we could give that information to you and then you know the next day you should be able to see it online also.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK, and it just made me put in OK, so I got everything. OK, and that's my number the C084-0829.
[AGENT][NEUTRAL] OK, that number is your customer number, but if you'll notice once you get completely signed into the portal, you're gonna be able to see multiple policy numbers and that user guide is gonna help you to locate that, but it will show you each policy that you have with APL.
[CUSTOMER][NEUTRAL] OK, and the card is just.
[AGENT][NEUTRAL] Yes, yes, ma'am. Now, I don't know why I keep wanting to say yes, sir. I guess because I've talked to a lot of men this morning, so I'm so sorry, but um
[AGENT][NEUTRAL] Uh, and I've been off for a few days. So, you know, it's like coming back.
[AGENT][NEUTRAL] Coming back to work. But, um, you'll be able to see each of your policies and the policy numbers, but there's not gonna be ID cards. Yes, there's not gonna be ID cards.
[CUSTOMER][NEUTRAL] Mm. Right.
[CUSTOMER][NEUTRAL] OK, that's see.
[AGENT][NEUTRAL] So you would just have to present your policy number for each of your plans.
[AGENT][NEUTRAL] You know, if you needed to provide.
[CUSTOMER][NEUTRAL] And that's the C 084.
[AGENT][NEUTRAL] No, that's your customer number that lets us know, you know, just, that's who you are in our system. But if you'll notice under your my coverage, I believe, uh, let's see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's the policy details.
[AGENT][POSITIVE] Correct. Uh-huh.
[CUSTOMER][NEUTRAL] I see a different numbers for those.
[AGENT][NEUTRAL] Right. And so that's the different actual policy numbers for each of the policies you have with us.
[AGENT][NEUTRAL] And I will tell you what each policy, you know, like you have a group accident, you have a critical ill a group cancer, um, and you have, well, I'm sorry, not the accident, that's an old policy. Currently, you know, you have the cancer and you have a hospital indemnity plan. So you should see those numbers with
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's what I see.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And y'all don't have an app where you can get the app on your phone, you just have to go online.
[AGENT][NEUTRAL] No, ma'am. There's not. Yes, ma'am. Currently, we do not have an app, but that is something, you know, that's hopeful for a little down the road in a different phase, but
[CUSTOMER][NEUTRAL] OK. Right.
[AGENT][NEGATIVE] But currently, yes, ma'am, there's not an app.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh thank you so much I'm all in.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, Ms. [PII]. Well, that's great. So is there anything else I could help you with this morning?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK, well then, thank you again for calling APO and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Yes, ma'am. Uh-huh, thank you as well.