AccountId: 011433970860
ContactId: 891cc148-c5f6-4353-9462-1941d9b0b1c4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 651900 ms
Total Talk Time (AGENT): 177082 ms
Total Talk Time (CUSTOMER): 311189 ms
Interruptions: 4
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/891cc148-c5f6-4353-9462-1941d9b0b1c4_20250602T21:52_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII], and I have a question regarding my, uh, log in. I've been having issues with that.
[AGENT][NEUTRAL] Uh, you will have to re-log in. You have to create it like a new user since our OS online service center has, uh, made some adjustments.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, but I was trying to do that, but when I put my email address it say cannot find it.
[AGENT][NEUTRAL] OK. OK. Are you selecting create account or are you just putting in your email address?
[CUSTOMER][NEUTRAL] Uh, it's um
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I, I, I did try just uh reentering, but I noticed that now uh it used to be a um user ID, right? But now I request your email address so then I tried to create a new account like a new uh um password or something like that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Uh, when I put the email it said could not find and I put it my personal information, but it said could not, um, found like a connection with this account. So, and I put the card number in in the um box that requested the card and the ID number for for my card and all that, but still they say didn't find me.
[AGENT][NEUTRAL] Uh, no, ma'am, you have to use your social. You cannot use your policy number, you have to use your social.
[CUSTOMER][NEUTRAL] So, what am I doing?
[CUSTOMER][NEUTRAL] Yes, I did, I did.
[CUSTOMER][NEGATIVE] And still, I got the, the, the same message. When I, I tried to use the ID card, it didn't work, then I put the social, did not work either, it says it's not um it's not found my, my information, so I'm not sure.
[AGENT][NEUTRAL] OK, what is your policy number so I can pull up your information, please?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Let me see, uh, it's, uh, the policy says 02477078.
[CUSTOMER][NEUTRAL] I can try to go in the computer maybe.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, and verify your date of birth, mailing address and email address, please.
[CUSTOMER][NEUTRAL] Uh, my date of birth is [PII].
[CUSTOMER][NEUTRAL] And uh,
[CUSTOMER][NEUTRAL] A name
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, an address you said?
[AGENT][NEUTRAL] Your mailing address, yes ma'am.
[CUSTOMER][NEUTRAL] Um, it's uh [PII].
[CUSTOMER][NEUTRAL] And uh email.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Email should be um [PII].
[AGENT][NEUTRAL] OK, and that is what I'm showing.
[AGENT][NEUTRAL] And see.
[AGENT][NEUTRAL] Got you it's showing it's pending and then you should have received like after you've entered your information but you said it gave you an error verify your social for me to make sure we have it correct in the system please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and that is what we have but it's still giving you an error message when adding your social?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Yeah, well, after I did that it did not uh log in, then I tried to go again and try uh email address and I um tried to change the password and I changed the password, it did not work, giving me um.
[AGENT][NEUTRAL] No, ma'am, you have to set up a new account.
[AGENT][NEUTRAL] Uh, create a new account, then select insured, and then it's gonna ask for your name, social, zip code, email, and date of birth. And once you've entered that information,
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I did all that.
[AGENT][NEUTRAL] It should have another screen where it gives a verification code and then have where you can enter your policy number. So you would, that verification code would be emailed to the email address we have in the system.
[AGENT][NEUTRAL] To where you can put in that code, verify the code, and then put in your password.
[CUSTOMER][NEUTRAL] Can I do that with you right now?
[AGENT][POSITIVE] Sure, I mean you can do it while I'm on the phone with you, yes ma'am.
[CUSTOMER][NEUTRAL] Yeah, because I'm right now, um, I'm trying because I did, I did create one and and still I don't know if I missed something, but after I did that, um, it, it did not work, so let me try.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] So do I put like a space uh with the social security number?
[AGENT][NEUTRAL] No, ma'am. No spacious, no dashes, just, just a number.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No spaces, no bashes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You took the glass downstairs.
[CUSTOMER][NEUTRAL] OK, so let's see, I have all the information, so for next.
[CUSTOMER][NEUTRAL] Um, then continue.
[CUSTOMER][NEUTRAL] It says complete your account set up.
[CUSTOMER][NEUTRAL] Alright, they gave me now send me to a new uh portal new.
[AGENT][NEUTRAL] Did they give you a verification code or send a verification code to your email?
[CUSTOMER][NEUTRAL] Yeah, no, it, it just gave me the, yeah, so now it's asking me for that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I have.
[CUSTOMER][NEUTRAL] All right, now it's asking me.
[CUSTOMER][NEUTRAL] Uh, OK, now it's asking me to put a password.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Alrighty, let's see now.
[CUSTOMER][NEUTRAL] So every time I try to log in, I will, I will receive a verification code?
[AGENT][NEUTRAL] I think so, um.
[CUSTOMER][NEUTRAL] OK, because I just tried to log in on it.
[AGENT][NEUTRAL] It's almost like if you were to.
[AGENT][NEUTRAL] Yes ma'am, like almost like if you're logging on to bank information they give you several verification codes just to kind of verify and make sure it's you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] I do believe each time, yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see and let me ask you something.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So, if I
[CUSTOMER][NEUTRAL] Um, what's my, um.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] The amount of that I have that I can, they can use.
[CUSTOMER][NEUTRAL] Like, uh, I, I've been asked to have a colonoscopy done, so I was trying to see if I could, uh, like I find information, the web page.
[AGENT][NEUTRAL] Is that, um, the colonoscopy, is it a screening or is it for diagnostic? Meaning they found an issue like blood in stool or upset stomach and that's the reason why they're doing a colonoscopy?
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] Well, I've been having a lot of issue with constipations and things like that, so I don't know if that has to do with that. I'm not sure because they didn't tell me, so they use a colonoscopy.
[AGENT][NEUTRAL] Um, I would say to contact the provider to verify if it's like a screening or if it's for diagnostic, cause if it is for screening, it's not covered under the policy, since the policy doesn't cover any wellness screenings, but if it's for diagnostic, a colonoscopy is covered under the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is this for diagnostic. OK. All right, so I'll have to call.
[AGENT][NEUTRAL] Yes, ma'am. If it's for due to a sickness, it is covered. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, so I will contact them so they can call you directly and maybe give more details.
[AGENT][NEUTRAL] Uh, they can. Yes, ma'am. You can give the provider our information as your secondary, and they can call us and we can verify your benefits.
[CUSTOMER][NEUTRAL] OK, no.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. All right, so yes, I'm in now.
[AGENT][POSITIVE] Awesome, good deal.
[CUSTOMER][NEUTRAL] So, let's see now.
[CUSTOMER][POSITIVE] Yeah, so I think I can use uh.
[AGENT][POSITIVE] Oh, I thank you.
[CUSTOMER][NEUTRAL] Uh, use my, my phone.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So apparently I'm good.
[AGENT][NEUTRAL] OK. I do show that it is active. Yes, ma'am.
[CUSTOMER][NEUTRAL] I just wanna make sure before, let me just confirm until I'm on the page.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] OK, now I'm in, alrighty.
[AGENT][POSITIVE] OK, good deal, yes.
[CUSTOMER][POSITIVE] OK, thank you so much. Yeah.
[AGENT][POSITIVE] All right, you're welcome. Thank you for calling me. Yeah. Yes, ma'am. Bye.
[CUSTOMER][POSITIVE] Appreciate it, OK? Bye. Sure, bye.