AccountId: 011433970860
ContactId: 8bdf038f-96ce-4b44-ba43-4bb4afca2443
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 309160 ms
Total Talk Time (AGENT): 104967 ms
Total Talk Time (CUSTOMER): 113635 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/8bdf038f-96ce-4b44-ba43-4bb4afca2443_20250305T16:55_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][POSITIVE] Yes, hi, good morning. How are you?
[AGENT][NEUTRAL] I'm fine, and yourself?
[CUSTOMER][NEUTRAL] I'm good. Thank you for asking. My name is [PII]. Um, I have the APL, um, cards and I was trying to uh make registration online so I can uh claim, um, uh, on my account. But when I put the information, it doesn't accept it. So, can you help me?
[AGENT][NEUTRAL] Uh, yes, ma'am. So you say you're trying to get on to the online service center and it's giving you an error message?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, Ms. [PII], what is your policy number, please?
[CUSTOMER][NEUTRAL] OK, you, you need the, the, the group number?
[AGENT][NEUTRAL] No, ma'am. What is your policy or policy slasher number?
[CUSTOMER][NEUTRAL] OK, one second.
[CUSTOMER][NEUTRAL] Where, OK, I have the card in front of me, where, where I can find that.
[AGENT][NEUTRAL] Do you see on the card a policy number or policy cert number or even in hospitals outpatient benefit cert number?
[CUSTOMER][NEUTRAL] Yes, this one, yes. Sorry, it's because for me it's the first time. OK, it's 02.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 55
[CUSTOMER][NEUTRAL] 277
[CUSTOMER][NEUTRAL] 9
[CUSTOMER][NEUTRAL] ML 7.
[AGENT][NEUTRAL] OK, thank you. And verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] My address is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and what is your email address because I don't show one in the system.
[CUSTOMER][NEUTRAL] You ask me something to answer.
[CUSTOMER][NEUTRAL] OK, my email, there are 2 emails, but I'm not sure which one on the system because I never registered.
[AGENT][NEUTRAL] Either one that you prefer, because I don't show we have an email in our system, so either one you prefer, I can add.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK. So my first name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And my last name, [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, give me one moment, because that could be the reason why you're not able to set up because we don't have an email in the system. Give me one moment.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] 598
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Thank you, ma'am, for your help.
[AGENT][NEUTRAL] Oh, you're welcome. And I would say try now, uh, hopefully it should be uh able to set up now because it asks for the email address um when trying to set up and if it's not in the system, it would give an error message.
[CUSTOMER][NEUTRAL] OK. Uh, use it as um a new user, right?
[AGENT][NEUTRAL] Yes ma'am, you select um new user and then individual.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] I'm, I'm not saying I'm an employer or group.
[AGENT][NEUTRAL] No, you're an individual.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Last name, OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] No, give me error too.
[AGENT][NEUTRAL] OK, so you entered the email address and it still gave you an error?
[CUSTOMER][NEUTRAL] Yes, [PII], yeah, let me try one more time.
[CUSTOMER][NEUTRAL] OK. Now it's open. I refresh the, the page. Yup. Now, we're good, right? We create your account, right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. So once you enter the information, uh, you should be able to set up a username and password.
[CUSTOMER][POSITIVE] OK, awesome. So, and if I wanna do a claim, I do it online or I have to call?
[AGENT][NEUTRAL] Uh, you, well, we can't accept claims over the phone. So if you're gonna submit a claim, uh, well, with this type of policy you have we are secondary, so you need to submit the billing, showing diagnosis and procedure codes and the primary EOB and you can upload those documents and file a claim through the online service center.
[CUSTOMER][POSITIVE] OK, awesome. Thank you so much. I really appreciate it. Thank you.
[AGENT][POSITIVE] Yes, ma'am. Thank you for calling APL. Have a great day, Miss [PII].
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][NEUTRAL] Bye.