AccountId: 011433970860
ContactId: 82b6a1fa-3d9e-48c6-85c8-0f4932c35c8e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 848900 ms
Total Talk Time (AGENT): 265985 ms
Total Talk Time (CUSTOMER): 312615 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/82b6a1fa-3d9e-48c6-85c8-0f4932c35c8e_20250603T15:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, um, I was trying to make a payment, uh, actually been trying since yesterday.
[CUSTOMER][NEGATIVE] And uh I'm not able to log in into my account.
[CUSTOMER][NEUTRAL] Um, I was wondering if there's an issue on, uh, on, on your side?
[AGENT][NEUTRAL] Um, yes, sir, I can assist you with logging in. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] My name is [PII]. Last name [PII].
[CUSTOMER][NEUTRAL] Uh, callback number is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Now, could I get your policy number, please?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] OK, I have a group number um which which number should I give you?
[AGENT][NEUTRAL] Do you have the outpatient certificate number? Do you see that number on the card? And if you don't see that number, I could pull it up by your social.
[CUSTOMER][NEUTRAL] Uh, what I say is it says pay your ID.
[CUSTOMER][NEUTRAL] Then says group number.
[CUSTOMER][NEUTRAL] Uh, that's, that's basically it.
[AGENT][NEUTRAL] OK, I can look it up by your social.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and please verify your first and last name and your date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK. I found you in our system, and please verify your mailing address and email address.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And yes, sir. Do you see where it says outpatient um certificate number or outpatient and inpatient benefit number? OK, the outpatient certificate number, the 02458494, that's your policy number.
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][POSITIVE] Yes, I can.
[CUSTOMER][POSITIVE] OK, OK, thank you.
[AGENT][NEUTRAL] Mhm. No problem. And yes, I'm showing that your policy is still active and um we actually upgraded our system. You should have received a flyer or notification in the mail or um via email. But what you would need to do is um go to the website, let me give you that information and just um reset up your policy.
[CUSTOMER][NEUTRAL] OK, so how do I do that? Because I'm, I'm in the website right now.
[AGENT][NEUTRAL] OK, one moment, let me get to that screen. OK.
[CUSTOMER][NEUTRAL] It says welcome to the online service center. I don't know if it's this one or not.
[AGENT][NEUTRAL] OK. Did you go to [PII]?
[CUSTOMER][NEUTRAL] Yes, that's correct. And then it says uh [PII] that's where I am.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK. Well, go from, go to um [PII] and take off the login portion.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, he brought me to the same place.
[CUSTOMER][NEGATIVE] I'm going to delete the login.
[CUSTOMER][NEUTRAL] Information, hold on.
[CUSTOMER][NEUTRAL] Yeah, it brings me to the, to the same place.
[AGENT][NEUTRAL] OK, and do you see where it says uh new user or?
[AGENT][NEUTRAL] I register here.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, I have the option of logging in, create your OSC account for that password. That's, that's what I see.
[AGENT][NEUTRAL] Um, create OSC account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, OK, insure, I guess, yes.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, insure next.
[CUSTOMER][NEUTRAL] Last name, OK.
[CUSTOMER][NEUTRAL] 0
[CUSTOMER][NEUTRAL] Uh, social security or member ID?
[CUSTOMER][NEUTRAL] What is my member ID? The one, the, uh, the outpatient?
[AGENT][NEUTRAL] Yes, sir, the outpatient certificate number.
[CUSTOMER][NEUTRAL] Or, or not.
[CUSTOMER][NEUTRAL] OK, so 024.
[CUSTOMER][NEUTRAL] 024584
[CUSTOMER][NEUTRAL] 94
[CUSTOMER][NEUTRAL] ML 8 OK residential zip code [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Email AC OK, date of birth [PII].
[CUSTOMER][NEUTRAL] Next
[CUSTOMER][NEGATIVE] No user was found with this in with the information that was entered.
[AGENT][NEUTRAL] OK, go back to the policy number and um uh uh enter your social there instead of the policy number.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just the number or with the, with dashes.
[AGENT][NEUTRAL] Um, try just, with just the number.
[CUSTOMER][NEUTRAL] Alright [PII]. OK, so next.
[CUSTOMER][NEUTRAL] No you said was found with the information.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK. We'll try it again with the policy number, but don't enter the um letters when it, when it comes to um just enter the [PII].
[CUSTOMER][NEUTRAL] OK. [PII]. OK, next.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEGATIVE] No user was found.
[AGENT][POSITIVE] Wow.
[CUSTOMER][NEGATIVE] Yeah, very frustrating.
[AGENT][POSITIVE] Yeah, I apologize. Let's see.
[CUSTOMER][NEUTRAL] [PII]. Yeah, that's, that's the number that I have.
[AGENT][NEUTRAL] And you've entered all the other information in?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, uh, last name.
[CUSTOMER][NEUTRAL] I got my email [PII]. Residential zip code is [PII]. Date of birth [PII]. Yeah, everything is correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] What is it? OK. Do you have a different email?
[AGENT][NEUTRAL] Um, yeah, the email address on file we have is [PII]. That's the one.
[CUSTOMER][NEUTRAL] OK, OK, that might be it then because I'm, I'm inputting a different one.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] is the solutions. Let me see something.
[CUSTOMER][NEUTRAL] Where do I get? OK, hold on.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] So [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I know
[CUSTOMER][NEUTRAL] That's weird. I mean, I get all my emails.
[CUSTOMER][NEUTRAL] At the at the CFO studio. Let me see something.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Wow, that's really weird. OK, so I'm gonna click next to this one.
[CUSTOMER][NEGATIVE] Says error as well.
[AGENT][NEUTRAL] OK, and actually on your email address I'm showing it's [PII]. and then there's a [PII] then [PII] if that will work because that's what's in our system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you say that again?
[AGENT][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Then [PII].
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] Oh, I.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, so do you, do you say there's a, there[PII] [PII]? Is that what you said?
[AGENT][NEUTRAL] Um, there's a [PII].
[CUSTOMER][NEUTRAL] Oh, after that, yeah, I did that, so there is, is.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. uh-huh.
[CUSTOMER][NEUTRAL] So, I.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me put you on a brief hold. I may need to transfer you to customer service.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] OK, what is weird again, the, the email would I get, uh, you know, all communications.
[CUSTOMER][NEUTRAL] It, it, it is, it is not this one, it's [PII]. So uh it's, I don't, I don't know, it's, it's weird that you have that other one, in your records.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah, once we um get you set up in a new system you can have your email address changed we can change that for you. We wanna try to get you logged in first. OK, let me see if I can get you over to customer service where they can further assist you with the um logging in one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Mhm, no problem.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, [PII], thanks for your patience. I did just find out that they are having issues um setting up the new system and our IT team is working on it and um they said it should be resolved within 24 hours, but in the meantime, if you need to make a payment, you need me to transfer you to billing and they can further assist you with that?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] OK. Well, let me get you over to bill and is there anything else I can assist you with in the claims department?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] No, that'll be all for today. Thank you very much.
[AGENT][POSITIVE] OK. I thank you again for calling APL and one moment while I get you transferred.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Mhm, no problem.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Um, hi, [PII], this is, um, even in the Midling claims department. Um, I have a member on the line who's calling to make a payment. Could you assist him with that?
[CUSTOMER][NEUTRAL] What's the policy number?
[AGENT][NEUTRAL] It is 0245849441.
[CUSTOMER][NEGATIVE] Hang on, hang on, my pen's not working 245 come on pin [PII].
[AGENT][NEUTRAL] Born
[AGENT][NEUTRAL] 94
[CUSTOMER][NEUTRAL] One
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, and he's been verified and his callback number is the one that's in the system.
[CUSTOMER][NEUTRAL] Um, this is a medlink policy. They can't pay for it on on their own. It has to go through the group.
[AGENT][NEGATIVE] OK, yeah, he said he was calling to make a payment. I've never received a call like this before either. I had no idea what he was talking about. Oh.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, if he's calling to make the payment on his individual policy, we don't, we don't do that he'd have to go to his employer.
[AGENT][NEUTRAL] OK. All right. I'll let him know.
[CUSTOMER][NEUTRAL] Is he calling at the group level or at the individual level?
[AGENT][NEUTRAL] OK, I'm not sure. I apologize.
[CUSTOMER][NEUTRAL] It looks like he is the group admin you can send them to me.
[AGENT][POSITIVE] OK. Here he is. Thank you.
[CUSTOMER][NEUTRAL] Mhm.