AccountId: 011433970860
ContactId: 930d9bc6-8cbb-4864-8a3a-e077755bb7dd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 408980 ms
Total Talk Time (AGENT): 132678 ms
Total Talk Time (CUSTOMER): 157091 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/930d9bc6-8cbb-4864-8a3a-e077755bb7dd_20250611T19:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi good afternoon I was trying to log on to my account um I guess I should start by saying um we had started a new year in March, um, so I don't know if I have to create a new log on or log in online, um.
[CUSTOMER][NEUTRAL] But I put forgot password, it sent me a code to my email, and then when I put the code in, it said like.
[CUSTOMER][NEGATIVE] Doesn't recognize this account.
[AGENT][NEUTRAL] Is it for your individual account?
[CUSTOMER][NEUTRAL] So I don't know how to
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEGATIVE] So maybe I'm on the wrong website.
[AGENT][NEUTRAL] Uh, no, you'll have to recreate your account, but um, can I have your policy number?
[CUSTOMER][NEUTRAL] I don't have it.
[AGENT][NEUTRAL] OK, I can look it up your last name or social.
[CUSTOMER][POSITIVE] Oh perfect I'll give you my social it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, give me just one moment.
[AGENT][NEUTRAL] And your first and last name?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, it looks like I found your policy. Let me pull it up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and Miss [PII], can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then your address and your email address.
[CUSTOMER][NEUTRAL] I don't know if they updated it, so I'm gonna go with what it was when it started with [PII].
[AGENT][NEUTRAL] Uh, no, it looks like we've got a different one.
[CUSTOMER][NEUTRAL] OK, is it in [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK, and then your email address?
[CUSTOMER][NEUTRAL] Should be [PII].
[AGENT][POSITIVE] OK, thank you. And lastly, just a good callback number in case we're disconnected.
[CUSTOMER][NEUTRAL] OK, my new phone number is [PII].
[CUSTOMER][NEUTRAL] Uh, I'm sorry, [PII].
[AGENT][NEUTRAL] OK, perfect. OK, yes, so if you're at [PII].
[AGENT][NEUTRAL] Um, you'll go to create your OSC account.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then you'll enter in the um you're the insured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you'll enter in the information that it asks for. It will be your social with no dashes, full social.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Oh it says error. Hold on, no user was found. Let me double check what I entered [PII]. 0, the zip code was wrong.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, there it went complete continue.
[AGENT][NEUTRAL] Yeah, it's gonna ask for, uh, it's going to send a verification code to your email that you entered um it'll you'll enter that and then once you create your password, um, it'll ask you to log back in and it'll send another verification code request. So I just wanted to make you aware it'll ask twice.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is it gonna ask me for my policy number?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so then I probably don't need you for anything else then, right?
[AGENT][NEUTRAL] Uh, not unless there's something you'd like me to check.
[CUSTOMER][NEUTRAL] Oh, wait, why does it say? OK.
[CUSTOMER][NEUTRAL] No, um, I guess my one question for you is, um, so for an ER visit, I think that you guys, um, do $600 correct?
[AGENT][NEUTRAL] Uh, let me pull up your pulse real quick.
[AGENT][NEUTRAL] Um, for ER visit, it's not a guarantee of payment based outline of your policy.
[AGENT][NEUTRAL] Uh, looks like for ER we pay 750 per calendar day, um, for the ER.
[CUSTOMER][NEUTRAL] OK, so if there's more than one visit, you can submit for more than one?
[AGENT][NEUTRAL] Um, you can, but the max it will pay is 750 in one calendar day.
[CUSTOMER][NEUTRAL] Got it. OK. And then if you're admitted, what is that um for?
[AGENT][NEUTRAL] Uh, so for your inpatient benefit, looks like you've got 4000 per covered person per calendar year.
[CUSTOMER][NEUTRAL] OK. And then on the website, does it give you a breakdown of like the other things that you can submit for? Like do they do like X-rays or annual visits? How does that work?
[AGENT][NEUTRAL] Um, yes, so you can pull up your policy certificate.
[AGENT][NEUTRAL] And it will show um in there what is covered. Most of it's gonna be for facility visits. So it's gonna be like inpatient facility, hospital ER urgent care facility, um, outpatient ambulatory surgery center, uh, diagnostic testing in the hospital.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So it looks like pretty much everything here is gonna be facility related, um, physical therapy facility.
[CUSTOMER][POSITIVE] OK, great. That was.
[CUSTOMER][POSITIVE] OK perfect and then I should be able to like upload anything right on there right?
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][POSITIVE] OK. All right, great, thank you so much for your help. I really appreciate it.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a good afternoon.
[CUSTOMER][POSITIVE] You as well thank you.
[AGENT][POSITIVE] Thank you. Bye bye.