AccountId: 011433970860
ContactId: 8190717c-4230-4221-8f98-7fa5f18802b6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 727460 ms
Total Talk Time (AGENT): 305220 ms
Total Talk Time (CUSTOMER): 235567 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/8190717c-4230-4221-8f98-7fa5f18802b6_20250611T13:41_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I help you?
[CUSTOMER][NEUTRAL] Hi, um, I can hear you a bit broken up. I don't know if you can hear me well.
[AGENT][NEUTRAL] Uh, yeah, I'm having a little trouble hearing you as well and I'm sorry, my name is [PII].
[AGENT][NEUTRAL] And I'm with BTL. How may I help you?
[CUSTOMER][NEUTRAL] Oh hi [PII], my
[CUSTOMER][NEGATIVE] Yeah, I'm calling because I think you guys recently changed the website or portal so I used to have a log in yeah I used to have a log in. I don't think it works anymore, um, and it's actually not letting me sign up for one either, so, um, I'm just trying to figure out maybe what I'm inputting wrong. I have my card in front of me, but it's just like it's not letting me create an account.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so when you're going into, um, when you're going in for the first time or when you're creating and logging in, um, you're, you're going into the online er OK, so you're going in to to sign in.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] And it says, yeah.
[CUSTOMER][NEUTRAL] Yeah and then like the online service.
[AGENT][NEUTRAL] Center, OK, so you're clicking, uh, so you're clicking um create your OSC account.
[AGENT][NEUTRAL] So let's do that.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And you are an insured.
[CUSTOMER][NEUTRAL] OK. And then
[CUSTOMER][NEUTRAL] Yeah, that's what I did and then I did, I did it based on my my husband because he's the uh he's the plant owner, um, and I inputted his social, his email, his zip code, and his date of birth, and it says like it says like not found or something like that.
[AGENT][NEUTRAL] Excuse me, I'm sorry.
[AGENT][NEUTRAL] Now,
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] All right, let's look at, um, let's look at the policy, uh, and see that we've got all that information so that the computer can find you and I'm sorry, I didn't catch your name.
[CUSTOMER][NEUTRAL] [PII], I'm, I'm her, um, his wife.
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] Great, thank you, [PII]. What's that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] So is the policy number, I have the card in front of me. Is that what it, what says payer ID or where it says in hospital benefits cert number?
[AGENT][NEUTRAL] Well, that, that's, that's it. The inhospi inhospital or outpatient hospital, it's the same thing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so it's um 02339235.
[AGENT][NEUTRAL] Thank you. And all I need to do is verify um your date of birth and the phone number. I need to make sure that those are correct in the system.
[CUSTOMER][NEUTRAL] Um, date of birth for, for [PII] or for myself?
[AGENT][NEUTRAL] Uh, for yourself.
[CUSTOMER][NEUTRAL] Um, [PII] and [PII].
[AGENT][NEUTRAL] Thank you and what is the uh email address that you're putting into the system?
[CUSTOMER][NEUTRAL] Um, I'm putting his email which is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Can you put in the Social Security.
[CUSTOMER][NEUTRAL] Yeah, it says error no user was founding with the information that was entered.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, let me check and see because it's the.
[AGENT][NEUTRAL] You've got that information correct. I'm just gonna look one other place and uh.
[AGENT][NEUTRAL] I will be right back. I'm just gonna put you on a very brief hold and I'm gonna see if I can't find what, what is going on with this. Excuse me, just one moment please. I'll be right back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, there's a member number. uh, let's see if we can try that, um, so if you don't mind backing out, uh, we're we're gonna try that, uh, first, and then if that doesn't work we're going to, we're gonna go on to something else.
[AGENT][NEUTRAL] Um, there should be.
[CUSTOMER][NEUTRAL] OK, what's the member ID?
[AGENT][NEUTRAL] The member ID is 01.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 15333. So 01.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 15333.
[CUSTOMER][NEUTRAL] OK. No.
[CUSTOMER][NEUTRAL] 0115333
[AGENT][NEUTRAL] And it
[AGENT][NEUTRAL] Yeah and and so what it, what is, what is coming up now when you put that in.
[CUSTOMER][NEGATIVE] So same same thing it says um error no user was found with the information I was answered.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So I'm, I'm putting last name [PII], member ID what you just gave me zip code is [PII]. Email is [PII] and then birthday [PII].
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Yeah, that's my husband's birthday. Like, I'm creating a profile under him.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Absolutely, yes, I do understand that. OK. All right. Let me see what is going on. I'll be right back. Give me just one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Yes, this is [PII] in claims. Um, I need some help with the OSC. Are you the person I'm supposed to be talking to, or because I'm having uh trouble.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] I have someone trying to log in.
[CUSTOMER][NEUTRAL] I'm not sure. Um,
[CUSTOMER][NEUTRAL] Um, are you, are you calling about your policy?
[AGENT][NEUTRAL] No, no, my, um, my name is [PII]. I'm with the claims department. I'm with APL. I'm trying to help one of our customers with, um, uh, and I can't find my log on thing either. I, I found where, uh, I found, uh, how to help with log in and the information is correct. I'm just wondering if there's something wrong with it. Is there something wrong with the OSC right now, or, um, do I, I.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Um, I'm.
[CUSTOMER][NEUTRAL] I'm not aware of anything wrong. Is it an insured or is it a group that's trying to log in?
[AGENT][NEUTRAL] It's an insured.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] Do you know if they've created an account yet or and they're trying to log in or they having issues trying to create the account?
[AGENT][NEGATIVE] They're having issues trying to create the account and it's saying that they don't have that they that they can't find them online.
[AGENT][NEUTRAL] And I don't, uh, when I looked at the at the thing for that, so.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] To find the
[CUSTOMER][NEUTRAL] Um, so I know that, um, I know that they've said to to have them only enter in the required fields. There should be, I think, two required fields, um, and not to fill out the, the rest of the request that it, it asks, um, I'm not sure what it is for an insured. Let me see if I can see.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, yeah, so, so it would only be the last name and the email address you think or
[CUSTOMER][NEUTRAL] Um, and the date of birth if they filled just those three required fields in, it should let them through, um, but if it doesn't, then we need some kind of screenshot that they would need to send to the care team so that we can report it.
[AGENT][POSITIVE] That's perfect.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, last name, email address, date of birth.
[CUSTOMER][NEUTRAL] Yes mhm and it should let them through and and give them a verification code but if they get some kind of error that pops up if you'll just have them take a screenshot of it and send it to the care team email address and let them know that we'll research that and report that issue.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK, and I'm sorry, I didn't catch your name.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII], thank you. Thank you very, very much. That's exactly what I needed to hear. OK, thank you. Thanks.
[CUSTOMER][POSITIVE] Absolutely no problem, you're welcome.
[AGENT][NEUTRAL] OK, um, [PII], let's try this. Um,
[AGENT][NEUTRAL] Let's see the last name.
[AGENT][NEUTRAL] The email address only this is we're we're gonna back out we're gonna we're gonna start over again.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And when we get to the uh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You know we we'll sign in as a new user.
[AGENT][NEUTRAL] And uh insured and then it clicks next.
[AGENT][NEUTRAL] And what's, let's just try this, um, put in the uh last name.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The email address and the date of birth and I have [PII], which is what you were saying, and let's see if that doesn't let you do it.
[CUSTOMER][NEUTRAL] And you have MDSM as the as the email, right?
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Now, if this does not work,
[AGENT][NEUTRAL] So if it doesn't let you in then we uh we do have another way of getting this stuff.
[CUSTOMER][NEGATIVE] No, it doesn't work.
[AGENT][NEUTRAL] OK, so if you would take it, is it possible for you to take a screenshot of this?
[AGENT][NEUTRAL] And um there is a uh uh online it it has the care team um.
[AGENT][NEUTRAL] Email address it's [PII] and if you would be able to.
[CUSTOMER][NEUTRAL] Yeah, I see.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] If you don't mind sending that to us, then what we need to do is we need to research and find out why it's not coming up because all the information that I have is correct.
[AGENT][NEUTRAL] And the information that we have to do is correct.
[CUSTOMER][NEUTRAL] OK, what, what do I put, um, what do I put in the subject line?
[AGENT][NEGATIVE] Uh, you would just put, um, uh, unable to log in.
[AGENT][NEUTRAL] To 00 [PII].
[CUSTOMER][NEUTRAL] OK, do you need any information in the sub like in the text or just a screenshot?
[AGENT][NEUTRAL] Uh, just a screenshot and, and if you wanna put that that you're not able to sign in, uh, that would be enough, um.
[AGENT][NEUTRAL] So that's what you're trying to do is sign in and the system's not letting you do it.
[AGENT][NEUTRAL] And uh then we can go from there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now is this the only uh thing that that we need help with? Is there anything else, any claims or any?
[CUSTOMER][NEUTRAL] Yeah, yeah, because I, no, that's, that's it, because I need to submit. I, I finally got like the explanation of benefits for a claim and I need, I need to submit it but I can't because I can't log in.
[AGENT][POSITIVE] Yes, I'm sorry about that. Yeah, we're with, uh, they changed the whole system and that's why, uh, but if you don't mind please sending that in to us and then we will, uh, get it, we can get it resolved.
[CUSTOMER][NEUTRAL] No, I did already, so they're just gonna email me when it's [PII].
[AGENT][POSITIVE] Yes, ma'am. That's, that's exactly what they're gonna do is they're gonna contact you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, sounds good. I, I sent it over.
[AGENT][POSITIVE] OK, well thank you very much for contacting ATL. Maria. We'll get that taken care of for you. You have a very good morning.
[CUSTOMER][NEUTRAL] Yeah.