AccountId: 011433970860
ContactId: 9ac64b4a-b4e6-433f-a0ee-d97f99441590
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 871880 ms
Total Talk Time (AGENT): 440538 ms
Total Talk Time (CUSTOMER): 269352 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/9ac64b4a-b4e6-433f-a0ee-d97f99441590_20250616T17:52_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting APO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, my name is [PII] also. Hi.
[CUSTOMER][NEUTRAL] Um, I am trying to
[AGENT][NEUTRAL] How can I help you?
[CUSTOMER][NEUTRAL] Yeah, I'm trying to log into my APL account and I, I don't, I believe I received an email a while back saying something about having to go in and re-register.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And, uh, I'm not sure if I have the right extension or if you could put me into how, how to, do I have to create another account, and will it pull over my other claim?
[AGENT][NEUTRAL] Yes, yeah.
[AGENT][POSITIVE] Yes, ma'am, it will, it certainly will.
[CUSTOMER][NEUTRAL] So I have to go and
[AGENT][NEUTRAL] Yeah, that's [PII], I'm sorry, my phone is on a, is on a delay, so I, I promise you I'm not trying to interrupt you. My phone's on a little bit of delay. So what is your um policy number that I could look that up and then we can go through you logging on again.
[CUSTOMER][NEUTRAL] So when I
[CUSTOMER][NEUTRAL] OK, it's 02445184.
[AGENT][NEUTRAL] Thank you. If I can verify your name and date of birth, and a phone number, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] My phone number is [PII].
[AGENT][POSITIVE] Thank you so much. And what is the um
[AGENT][NEUTRAL] Yeah, you, you have your own personal email address as is the identifier.
[CUSTOMER][NEUTRAL] Well, I mean, when I was using it before, it wasn't an email address. It was just like a username. It wasn't like the at site, it wasn't an email address. So, I mean, I, I believe it could be attached, so you have to have an email address now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, yes, uh, we will, we're going to do that. So what we'll do, um, since we, uh, as you know, you got the, the email, um, we have to start all over again.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Um, and yes, all of your old claims will be moved forward to the new to the new account. It's just that, um, the, the, uh, when they redid the, the, um, uh, online service center, we all have to log in all over again. We have to create an account, uh, we have to create um a uh.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Uh, a user, uh, name and a password and all that good stuff. So what we'll do, uh, is we will go into, when you go into the online service center, it will say welcome to the online service center and in the bottom left-hand corner will say create an account.
[AGENT][NEUTRAL] Um, so we've got to do that first before we do anything else and, and it will eventually ask for your email address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so it says sign in which best describes you, uh, agency?
[AGENT][NEUTRAL] Um, you're an insurer.
[AGENT][NEUTRAL] Well, are, are you with an agency or is this?
[CUSTOMER][NEUTRAL] I'm an insured
[AGENT][NEUTRAL] This is just your your personal policy.
[CUSTOMER][NEUTRAL] Yeah, my, my
[CUSTOMER][NEUTRAL] Well, it's through work, yeah.
[AGENT][NEUTRAL] Oh, OK, then you're the insured.
[CUSTOMER][NEUTRAL] OK, insured and next.
[AGENT][NEUTRAL] And next, if you will just put um your last name.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] So his stuff up.
[CUSTOMER][POSITIVE] Uh-huh, correct.
[AGENT][NEUTRAL] Oh, is it not working? Is it not working?
[CUSTOMER][NEUTRAL] Um, my Social Security, I'll put my Social Security, I guess, cause I don't know.
[AGENT][NEGATIVE] No, oh, no, no, please don't do that.
[AGENT][NEUTRAL] Yeah, if you'll just take your last name, your email address, and your date of birth, and let's see if it will take that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm gonna do my.
[CUSTOMER][NEUTRAL] Well yeah.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] This is your email address. I'm sorry, you kind of think this is the email address that you've used before.
[AGENT][NEUTRAL] And I, I don't know whether it's your personal one or, or what.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I don't, I don't, I don't remember what I use, but I, I wasn't, I wasn't.
[AGENT][NEUTRAL] Um, do you have one that has that starts with your last name?
[CUSTOMER][NEUTRAL] Yeah, they both do.
[AGENT][NEUTRAL] OK, um, your work, your the one that you have at work, is it, um, does it end in NET or is it ORG or?
[CUSTOMER][NEUTRAL] ORG
[AGENT][NEUTRAL] OK, your one, your one at work ends with is [PII] or?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, yeah, yeah.
[AGENT][NEUTRAL] OK. Did your personal one end in that?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah I would use that one.
[CUSTOMER][NEUTRAL] Use that one.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah. [PII].
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] So if it does not, if it does not come up, then what we will do is we will, it should do, it should come up, OK, it should come up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'm not gonna, I'm not gonna put in Social Security or member number. I have everything else in there.
[AGENT][NEUTRAL] Not, not yet. I was, um, uh, yes, we were having trouble with, where people were putting that in and it wasn't taking it and then if you just did the last name, the email and the.
[AGENT][NEUTRAL] And the date of birth or the, the zip code, it, it seems to have been taking it now that hasn't been wrong.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] OK, I'm gonna click next now. I have all that stuff in there.
[CUSTOMER][NEUTRAL] Uh, complete, continue.
[CUSTOMER][NEUTRAL] OK, so, OK, let me create a password.
[CUSTOMER][NEUTRAL] New password. Oh boy.
[CUSTOMER][NEUTRAL] passwords like that.
[AGENT][NEUTRAL] I know there's always I know it's it.
[AGENT][NEUTRAL] At the bane of our existence.
[CUSTOMER][NEUTRAL] Uh uh
[CUSTOMER][NEUTRAL] What was my goal? I'll use the same password I did before, OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] It might send you a verification code to your email address um before we get started, but that's.
[CUSTOMER][NEUTRAL] Yeah, I'm gonna have to log into that. I'm not logging into that.
[AGENT][NEUTRAL] Yeah, it's
[AGENT][NEUTRAL] It takes just a minute, but once, once you, you know, just like anything, once we, we get it started and we get the, the, uh, thing, uh, set up.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] And the site is really nice because they they've really updated it and so many things that you can do on it, so.
[CUSTOMER][NEUTRAL] I'm not
[AGENT][NEUTRAL] Just let me know how it's going.
[CUSTOMER][NEGATIVE] Passwords, not no.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Does it seem to be letting you log into the site, um, sometimes people are having.
[CUSTOMER][NEUTRAL] Claim not verified. It says [PII]im not verified email address.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Verify if necessary. OK, so, yeah, yeah, it's gonna, it's, it's giving me a message. It's gonna send me a code to my email, so.
[AGENT][NEUTRAL] OK, then that means that they let you in the system, yeah, and then when you, when you get into the system, when you, uh, when you do that, then it, uh, it will show where, uh, how to uh verify your or, or all the claims that you've had before will show up.
[CUSTOMER][NEUTRAL] Let me get in there.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And uh then you will also be able to uh uh submit new claims as well.
[AGENT][NEUTRAL] Everything else would be the same. It's just that that it's just that the uh the site is enhanced and and the and the security.
[AGENT][NEUTRAL] So you should be in by now or it, it should let you once you do that verification code that's the main thing that we need to get to.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, I'm waiting for it now.
[CUSTOMER][NEUTRAL] Not yet.
[AGENT][NEUTRAL] And sometimes it takes a minute for it to get.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] To get to you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] I'm sorry, I don't know whether it's my phone or what. I'm, I'm not very, I'm not hearing you very well. I'm sorry.
[CUSTOMER][NEUTRAL] I verify code.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Cannot, it says claim cannot verify email address using the [PII].
[AGENT][NEUTRAL] OK, so what we need you to do.
[CUSTOMER][NEUTRAL] And if I should mute.
[AGENT][NEUTRAL] Yeah, that, uh, that's the one that I have on file for you. Let's see, could we go over that again, your, uh, email address please?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so what we need to do at this point.
[AGENT][NEUTRAL] I, um, if you will take a screenshot of that error because that is, that is what I show I show that correct email and it should be allowing you in. Now we have had, um, as I mentioned before, we had, um, uh, kind of pickups with this trying to get in and, and, uh.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] Sometimes people put in too much information in this particular case you put in all the right information, but for whatever reason it's not letting you in. So what we need to do is if you would please [PII] take a um a screenshot of that and we have a uh we have a web address that we would like you to send that to so that we can research it and find out what's going on.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] If you don't mind taking a screenshot and sending it to care team, that's one word, C A R E T E A N. Sure.
[CUSTOMER][NEUTRAL] Hold on, hold on, hold on, um, we got, oh, OK, hold on. I can't get this wider.
[AGENT][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] Just let me know when you're ready.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, yes. [PII]
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Care team
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Now what will happen then is it.
[CUSTOMER][NEUTRAL] 8 ounce chocolate.
[AGENT][NEUTRAL] Right. [PII].
[AGENT][NEUTRAL] And what will happen at that point is that we will go ahead and research it and find out why you're not getting into the system.
[AGENT][NEUTRAL] On, you know, when we have all the right information and it, it could be anything it could be something small, we just need to, you know, we need to adjust on our end, um, but you've given me the right information to to get in.
[AGENT][NEUTRAL] Uh, and if it's not letting you do it, uh, and we've had a couple of these this morning, um, we just need to look at it, we just need to research it, and then we need to get you signed in online.
[AGENT][NEUTRAL] And so that, uh, and you will be contacted from our care team uh because we are trying to get everybody on.
[AGENT][NEUTRAL] And so that's right now we just need to find out why after you put in all the right information that it's not letting you in and that we will do that.
[AGENT][NEUTRAL] But um all of your old things that I mentioned before will be moved over, um, and, uh, you'll, they'll be available to you. Uh, is there anything that I can do right now before you wait for the care team email? Is there, is there something that I can uh tell you about your policy that you needed to know at this moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Well, hold on for one second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, I entered my verification code over the following message. OK, I'm just sending that. Um, I just have a question because I did submit some of my, um,
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Some of my forms where I had to pay a co-pay.
[AGENT][NEUTRAL] Right.
[CUSTOMER][MIXED] And, um, you know, a few of them, a few of them, it's like, OK, right away, they came across, it was really cool. But, um, a few more of them wasn't and it's saying and applying to, um,
[CUSTOMER][POSITIVE] Oh, I can't, I can't even, yeah, it's applying to deductible. I'm so thank you very much.
[AGENT][NEUTRAL] Deductible?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] How much, how much, how much is my deductible before I get start getting paid back?
[AGENT][NEUTRAL] It is $1000 per year and as of this year you have, uh, put in $250 towards that so it looks like I have two claims for from you, uh, 33, excuse me, um, one that was done in March and two that were done in May and the, uh, for Broward Health Sylvester comprehensive and some other things.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And uh the uh that all goes towards the deductible, um.
[AGENT][NEUTRAL] But, uh, you know, you're already $250 towards that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And that's all we have. Oh my [PII].
[CUSTOMER][NEGATIVE] I'm not gonna make that probably.
[AGENT][NEUTRAL] Yeah, we
[AGENT][NEUTRAL] Well, um, yeah, that's.
[CUSTOMER][NEUTRAL] Oh, that, that was my only question.
[AGENT][NEUTRAL] OK, OK, well then, um, if you don't mind waiting for that email, it should be coming as I mentioned before any time, and then, uh, if, uh, you do have any other questions about logging in our care team will be able to assist you with that, um, but, but I said once we get once we get you online then we don't have that problem again, uh, you just be able to use your username, your new password, and just just pop right in.
[CUSTOMER][NEUTRAL] Right, yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] I appreciate your help. You were very helpful.
[AGENT][POSITIVE] Well, thank you very much for contacting ATL, uh, you have a very good afternoon.