AccountId: 011433970860
ContactId: 8ad612c0-da83-4d6f-9f43-d631de9c48d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 302519 ms
Total Talk Time (AGENT): 110786 ms
Total Talk Time (CUSTOMER): 105325 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/8ad612c0-da83-4d6f-9f43-d631de9c48d2_20250410T15:20_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, hi, and, uh, I received a letter in, uh, on the, in the mail, uh, requesting an explanation of benefits from my insurance. Um, I have it, but I'm not sure where to send it because that wasn't included in the correspondence.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with where to send the explanation of benefits to. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. That's [PII], and phone number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the, um, may I have your policy number?
[CUSTOMER][NEUTRAL] Yeah, the policy number is 02496828.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] And I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Um, yes, my date of birth is [PII]. My address is [PII].
[CUSTOMER][NEUTRAL] And my email is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So you can fax it, um, you can mail it or you can send it electronically to us through the online service center. Which would you prefer or did you want me to give you all three?
[CUSTOMER][NEUTRAL] Um, so I wanted to do it, um, electronically via the portal, but, um, when I put my information, it's saying that it doesn't recognize my policy, so I, I can't register.
[AGENT][NEUTRAL] OK, are you on the computer now?
[CUSTOMER][NEUTRAL] Um, yeah.
[AGENT][NEUTRAL] OK, usually when that pops up, it just means something you're entering isn't matching what we have on file, so I need to figure out what that is and and change it. Um, so if you can press, well, let me know what's on your screen. Are you on the online service center now or?
[CUSTOMER][NEUTRAL] OK, let me, give me one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I'm putting like if I am a new user.
[AGENT][NEUTRAL] Yes, and then I
[CUSTOMER][NEUTRAL] I'm selecting, I'm an individual with an APL insurance policy.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, so now I have um
[CUSTOMER][NEUTRAL] Last name
[CUSTOMER][NEUTRAL] I'm putting my social, should I put my social or my, or my member ID or it doesn't matter.
[AGENT][NEUTRAL] For your, OK, so you're gonna put the last name and then that's that's asking for your full social. We don't have a member ID and not the policy number. So the full social goes there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then the email address that we have on file looks like your work email.
[CUSTOMER][NEUTRAL] Oh, that's my work email, OK.
[CUSTOMER][NEUTRAL] Yeah, that's probably why.
[CUSTOMER][NEUTRAL] OK, so that works.
[AGENT][NEUTRAL] And are you able to, um, it should, as long as you get to the part that asks you to create a username and password, then you then you're OK, you're good to go.
[CUSTOMER][POSITIVE] OK. Yeah, I'm good then. I can register now.
[AGENT][NEUTRAL] Alrighty, well, was
[CUSTOMER][NEUTRAL] I just, I was using my personal.
[AGENT][NEUTRAL] Email?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alrighty, and then um once you get into the online service center, um, so you're going to go through the username and password, it's going to send a text verification to your phone. Once all that's done, um, on your dashboard, once you get in, you'll see upload files or it might say upload documents, um, but you're gonna click on that and then just follow the prompts and it'll submit it for you.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Sounds good. Perfect. Thank you so much.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's all. Thank you.
[AGENT][POSITIVE] Yeah. Well, thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you, bye-bye.