AccountId: 011433970860
ContactId: 9509750d-bd6e-4096-b675-750e51ace068
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 961580 ms
Total Talk Time (AGENT): 244806 ms
Total Talk Time (CUSTOMER): 277137 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/9509750d-bd6e-4096-b675-750e51ace068_20250623T16:52_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, I'm trying to log in to the.
[CUSTOMER][NEGATIVE] American Public Life Online Service Center. I've had a login for for the a public website for years, but it's not accepting my login, it's requiring an email, and when I try, I, so I tried setting up a new account and it says it doesn't find me as a client.
[AGENT][NEUTRAL] OK, I
[CUSTOMER][NEUTRAL] And I've been with him in public since [PII].
[AGENT][NEUTRAL] OK, I can assist you with our online service center. And your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Mr. [PII], what is your policy number, please?
[CUSTOMER][NEUTRAL] 1484747
[AGENT][POSITIVE] OK thank you give me one moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] To see.
[AGENT][NEUTRAL] And verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mailing address [PII].
[CUSTOMER][NEUTRAL] Uh, email address [PII].
[AGENT][NEUTRAL] I see a different email address like hot plains.
[CUSTOMER][NEUTRAL] Uh, [PII]. That's my work email, but.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Didn't realize that was on my account.
[AGENT][NEUTRAL] Do you want me to change it?
[AGENT][NEUTRAL] Or keep it the way it is.
[CUSTOMER][NEGATIVE] Uh, it's not, not, well.
[CUSTOMER][NEUTRAL] I wonder if that's the reason why I'm not letting me in, but I've been.
[AGENT][NEUTRAL] It could be.
[CUSTOMER][NEUTRAL] Let me just real quick, try that.
[CUSTOMER][NEUTRAL] Now it still says the user found me that information.
[AGENT][NEUTRAL] All right
[CUSTOMER][NEUTRAL] Um, yeah, I would prefer my personal email, but that's the least of my worries right now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what's your personal email?
[CUSTOMER][POSITIVE] [PII].
[CUSTOMER][NEUTRAL] That's spelled [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Give me one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. And are you using your, trying to use your policy number or your social when entering that um information?
[CUSTOMER][NEUTRAL] I tried both.
[AGENT][NEUTRAL] I'm thinking it's probably the email address if you use the cap, but you did try your provider or your employer and it still won't go through so I would say try now and see if it works.
[CUSTOMER][NEUTRAL] OK, I am and it still says.
[CUSTOMER][NEGATIVE] User with that information not found.
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][NEGATIVE] And I don't understand why I even would need a new account.
[AGENT][NEUTRAL] Well, we, um, they updated our online service in our account and so everyone will have to set up a new account.
[CUSTOMER][NEUTRAL] I've had a log in.
[AGENT][NEUTRAL] And let me see what other thing. If you don't mind verify your social and make sure we have it correct.
[CUSTOMER][NEGATIVE] I will not give out a full social security number over the phone. It's a violation of.
[AGENT][NEUTRAL] Well you can do the last 4.
[CUSTOMER][NEUTRAL] Yeah, it's fine.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, one.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Uh, give me one moment, I'm sorry.
[AGENT][NEUTRAL] Uh, another thing, uh, troubleshooting that you can do is clear out your browser history. Uh, what, um, browser are you using?
[CUSTOMER][NEUTRAL] I've tried Chrome and Edge.
[CUSTOMER][NEUTRAL] And I'll do one better and go to another computer.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] And when you're selecting to create account, are you selecting the insured?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And I'm getting the same error.
[CUSTOMER][NEUTRAL] Is there any way maybe there's a typo in my email?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Uh, that's what I'm thinking. Get it to me one more time to make sure I have it correct.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, that's it. I thought I heard cats, you said cats. I thought that was.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Definitely different. Give me one moment to correct it at my end.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Update. OK, now I'll try to see if that helps.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That did let me in, but I'm still unsure why it didn't hurt when I tried my work email before you changed it.
[CUSTOMER][NEUTRAL] But now it's just waiting for the confirmation email.
[AGENT][NEUTRAL] Yes, you should receive a ask for the, it give you a verification code to enter, and then from there you should be able to enter um a password and confirm that password. You don't have to worry about thispla name and the others, just the password, password confirmation and the verification code.
[CUSTOMER][NEUTRAL] Which I have not
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] But I'm not getting the email.
[AGENT][NEUTRAL] Sometimes it takes a while for it to get to you. I might check your spam to see if it's in there.
[CUSTOMER][NEUTRAL] I already did.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yeah, nothing.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Let me see. The only other thing I can think of that what they gave us as far as troubleshooting it is to clean your browser history for the cache and cookies and you it should help.
[AGENT][NEUTRAL] I don't know if that would affect as far as you were seeing the email.
[CUSTOMER][NEGATIVE] That's not gonna get your system to send the email.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Ma'am, I'm a Microsoft certified engineer. I do for a living.
[AGENT][NEUTRAL] OK.
[CUSTOMER][MIXED] I I appreciate it, but yeah, the email just isn't here.
[CUSTOMER][NEUTRAL] I'm gonna resend that.
[AGENT][NEUTRAL] I think you could probably have it OK.
[CUSTOMER][NEUTRAL] All right, then the reason worked.
[AGENT][NEUTRAL] So it did send you a code.
[AGENT][NEUTRAL] A verification code?
[CUSTOMER][NEUTRAL] I, I finally did get an email on the [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And it failed.
[CUSTOMER][NEUTRAL] Code not verified.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, right, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see if there is something as far as.
[CUSTOMER][NEUTRAL] It says I'm right it says I accepted it now it's asking.
[CUSTOMER][NEUTRAL] Now to log in I have to do another verification code.
[AGENT][NEUTRAL] Yes, sir. Each time you log in, it will send a verification code you have to enter.
[CUSTOMER][NEGATIVE] Then the entire point of the password is useless if you're gonna use multi-factor authentication and force a code.
[CUSTOMER][NEUTRAL] But whatever.
[CUSTOMER][NEUTRAL] Alright, I'm in
[CUSTOMER][NEUTRAL] I do have a question.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] No, I, well, I don't see how did I even get to claims.
[CUSTOMER][NEUTRAL] Trying to find.
[AGENT][NEUTRAL] For claims if you look under dashboard under my policy.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I went under policy and found it, yeah.
[CUSTOMER][NEUTRAL] So I don't have any plans since [PII].
[CUSTOMER][NEGATIVE] Um, now I had a bill from one of my providers that doesn't even show up in claims. Is there any possibility that that would have been because of a system changeover, or did they just not send it in?
[AGENT][NEUTRAL] And you said the date of [PII]?
[CUSTOMER][NEUTRAL] No, that's the last, the last one.
[CUSTOMER][NEUTRAL] Uh, bill for a service date from a Doctor [PII], [PII]. I would have been the patient, so it would be under [PII].
[CUSTOMER][NEUTRAL] I don't see anything, any claims submitted for me in the month of [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] My next question is, is there any possibility that they could have submitted and didn't find me because the system changed? Or do I just need to resubmit?
[AGENT][NEUTRAL] That wouldn't affect the if the claim was received it wouldn't affect it as far as the system changed but um I would say you can contact them and ask them to resubmit since we had not received the claim.
[CUSTOMER][NEUTRAL] Yeah, I've already done that one.
[CUSTOMER][NEUTRAL] So is there any option for me to submit manually or does it have to come from the provider?
[AGENT][NEUTRAL] Uh, you can submit claim information. Uh, we will need the itemized billing showing diagnosis and procedure codes and the primary EOB.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEGATIVE] Well, they don't give me diagnostic codes.
[CUSTOMER][NEUTRAL] All I would have is
[CUSTOMER][NEUTRAL] The account number.
[CUSTOMER][NEUTRAL] And the $25 office visit.
[AGENT][NEUTRAL] Well, office visits are not covered under your policy, but um,
[CUSTOMER][NEUTRAL] You guys have paid these for for years, $25 office visits. For 8 years, that's the many and always have been paid the 1st 4 every year.
[CUSTOMER][NEUTRAL] Because it depends on the service, so I know it's not just an office visit. I'm just saying you wouldn't give me any more information than that.
[AGENT][NEUTRAL] Yeah, cause, um, yeah.
[CUSTOMER][NEUTRAL] Right, I, I will contact them and ask them to submit again.
[AGENT][NEUTRAL] OK, and if you like, I can give you a fax number, they can fax it to us.
[CUSTOMER][NEUTRAL] No, that's OK.
[AGENT][POSITIVE] OK. Well, I thank you for calling APL. Have a great day, Mr. [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I have, I have your fax number it's on the back of the card.
[AGENT][POSITIVE] OK, good deal.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Alright, you're welcome. Thanks for calling APL. Have a great day.