AccountId: 011433970860
ContactId: 9cde6733-26c0-45ea-9fd3-c01ee44dbb85
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1193030 ms
Total Talk Time (AGENT): 377817 ms
Total Talk Time (CUSTOMER): 477788 ms
Interruptions: 3
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/9cde6733-26c0-45ea-9fd3-c01ee44dbb85_20250516T14:33_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good morning. Uh, my name is [PII]. I had, uh, been talking with [PII], I think, um, and I got an email that you need some information.
[CUSTOMER][NEUTRAL] I can't even if I can find it here but I'm having.
[AGENT][NEUTRAL] OK, yes, um.
[CUSTOMER][NEGATIVE] I'm having trouble uh logging in for some reason.
[AGENT][NEUTRAL] Oh, OK, um, I.
[CUSTOMER][NEGATIVE] And they said they would send me an email and I didn't get a another email.
[AGENT][NEUTRAL] Oh boy, OK, let's see what we can do. Um, let me have a callback number just in case we get disconnected. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And let me have that policy number.
[CUSTOMER][NEUTRAL] Um, let me, I'm not sure this is it. I'm gonna tell you and if it's not it, I, I'm trying to pull up my paperwork. I have this 215-339-07.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And I don't know for sure what it is, cause I wrote the number and I didn't write anything beside it.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK. All right. And yes, it looks like it is. Um, may I have your date of birth, mailing address and email address, Ms. [PII]?
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Perfect. And what's the mailing address and email address on file?
[CUSTOMER][NEUTRAL] It's [PII] 13.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh shoot.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I've, I've got these, I have got them in one of those coding files and now.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I, I didn't do my spelling, but I didn't know my alphabet that day or something. I don't know.
[AGENT][POSITIVE] No worries. OK. All right, that's it. Uh, let me go ahead and just get you, um, let me see what's going on.
[CUSTOMER][NEUTRAL] OK, what is?
[CUSTOMER][NEUTRAL] I know one thing she was waiting on was a billing summary, and I did get that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, and I can upload it cause I scanned it.
[AGENT][NEUTRAL] I see.
[CUSTOMER][POSITIVE] And hopefully that will work.
[AGENT][NEUTRAL] OK, yeah, if you send in the claim, you can just upload it to your account. Now you said you're having troubles getting into the account, correct? So let's get that situated. OK, so let's go into uh the website and let me go ahead and give you your username and let's try that and see what happens, OK?
[CUSTOMER][NEUTRAL] I am.
[CUSTOMER][NEUTRAL] Oh, wait a minute. Wait a minute.
[CUSTOMER][NEUTRAL] I found my little packet here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I got them close together at least.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Was that the right number I gave you or no?
[AGENT][NEUTRAL] It is, yes, it is. Mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK. So, I'm going to [PII].
[CUSTOMER][NEUTRAL] And we're going to [PII], No.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] So my sign in page? Is that where you want me to go?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, go, go to the sign in page either through [PII] or [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] That's in APLs, right?
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] That's how I, that's how.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Maybe.
[CUSTOMER][NEUTRAL] [PII]. OK.
[CUSTOMER][NEUTRAL] Yeah yeah.
[CUSTOMER][NEUTRAL] I'm confused. And hey, man, it's Friday. Give me time.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. So I've got welcome, enter your email, and your password.
[CUSTOMER][NEUTRAL] Right?
[AGENT][NEUTRAL] OK. Yeah, and.
[CUSTOMER][NEUTRAL] You have a picture of an eyeball.
[AGENT][NEUTRAL] I, uh, let me see, let me go and go on with you, make sure everything is right. OK, so you should be looking at the sign in page which it has the APL logo on the top and then it has a woman looking at a laptop. OK, so.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yes, that's the one I'm on.
[AGENT][NEUTRAL] OK, so you're gonna put your username, um, what's your username that I'm showing here is all your full, uh, first and last name all together in lower cases.
[CUSTOMER][NEUTRAL] Mm, OK. No, no period or anything.
[AGENT][NEUTRAL] No. Mm mm.
[CUSTOMER][NEUTRAL] Cause that, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And usually my
[CUSTOMER][NEUTRAL] Password would pop up there if I had saved it correctly because they sent me I did not. So I forgot my password, so now I had that.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm, just go ahead and click on forgot and reset password.
[CUSTOMER][NEUTRAL] I'm sorry. You, you kinda cut out just a little bit in the middle.
[AGENT][NEUTRAL] Click on
[AGENT][NEUTRAL] I'm sorry, it's OK. Uh just go ahead and click on forgot or reset password.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Now I'm on a page that says email email address, right?
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] Alright, know what that is.
[CUSTOMER][NEUTRAL] OK, and then receive a verification code?
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Is that gonna be on my phone or on my email?
[CUSTOMER][NEUTRAL] Probably my email since I gave you the email number.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Um, yeah, you choose if you want to get it through the email or through the phone. Mhm.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I'm still not seeing an email. Do I have a phone option?
[AGENT][NEUTRAL] Mhm. When you click on, yeah, when you click on forgot or reset password, did it give you an option to choose if you wanted to get it um emailed or through the phone or?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, it says fill the email.
[CUSTOMER][NEGATIVE] Fill the email field and click receive a verification code. And it said it will be sent to me by email. They don't have a, an option to do a text message on my phone.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, so just go ahead and just put your email then and you'll have it through the email.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I'll go back and check my email again.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Not there. Oh, OK. No, I'm sorry, I don't either.
[CUSTOMER][POSITIVE] I'm good.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] We got Medicare and that was, uh, no, I don't have.
[CUSTOMER][NEUTRAL] I don't have an email from you guys.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] And you're using the email, um, the one.
[CUSTOMER][NEUTRAL] Wait a minute, let me, yeah.
[CUSTOMER][NEUTRAL] OK, go ahead, go ahead.
[AGENT][NEUTRAL] OK. Can you verify the email for me just to make sure we got it correctly?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, let me go back there.
[CUSTOMER][NEUTRAL] It, my email is [PII].
[CUSTOMER][NEUTRAL] [PII] That's all together, no spaces or nothing, it's all lower case.
[AGENT][NEUTRAL] Mhm. OK, so that is the one we have [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I got that, I got that earlier email from you.
[CUSTOMER][NEGATIVE] And now it's just not
[CUSTOMER][NEUTRAL] picking it up cause I'm in, I'm not at home. I'm in a
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, at least in a different
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Uh, network, but it's secure, and I'm getting everything else, OK.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I'll check my spam one more time, OK?
[AGENT][POSITIVE] Yes, yes, go ahead.
[CUSTOMER][NEUTRAL] wouldn't be hey dudes. They want me, they want me to get some shoes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No, nothing in my spam either.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, where, where's your office?
[AGENT][NEUTRAL] OK, let me just bear with me just a second.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The phone number is the one ending on [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, check and see if you received anything.
[CUSTOMER][NEUTRAL] On my phone.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Or email.
[AGENT][NEUTRAL] Your phone, your phone.
[CUSTOMER][NEUTRAL] Which one?
[CUSTOMER][NEUTRAL] Oh, OK. OK.
[CUSTOMER][NEUTRAL] OK, hopefully, I've been doing this successfully, but if I out, what is your name?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] My name is [PII]. So, [PII].
[CUSTOMER][NEUTRAL] Ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. So, if I don't get it, I'll call back and ask for you. How about I've been doing OK. Let me try.
[AGENT][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] OK, and um if you wanna try again, I will say um go back again to the home page. Let's try one more time, OK? So go back because I tried it in my end. OK, I did try it in my end and it and it didn't work, so let's go ahead and try it together again.
[CUSTOMER][NEUTRAL] I, I'm sorry, what?
[AGENT][NEUTRAL] So, um, go ahead and go to the um [PII] website. Make sure to close everything you have open right now. So just close everything and click on the [PII] website.
[CUSTOMER][NEUTRAL] I, are you talking to me?
[AGENT][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] Yes, Ms. [PII].
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Uh, yes, I
[CUSTOMER][NEGATIVE] I can hear you now, but were you talking to me before cause I, I couldn't, it was all jump, jump gobbled up.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] 00, I'm so sorry. Yes, yes, I'm talking to you. OK, go ahead and uh close everything you have open right now and go back to the website at [PII].
[CUSTOMER][NEUTRAL] OK. What did you say?
[CUSTOMER][NEUTRAL] OK. Uh, let me get over here.
[CUSTOMER][NEUTRAL] OK. So this is the one with the woman with the eyes. That's where I am right now.
[AGENT][NEUTRAL] OK, um, you said the woman with eyes?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] There's APL on the top left, and then as a close up of a woman with a
[CUSTOMER][NEUTRAL] of a woman's face with the eye.
[AGENT][NEUTRAL] Laptop.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes. Mhm.
[AGENT][NEUTRAL] OK, so you're gonna go ahead and, and click on the bottom where it says forgot or reset password. Just go ahead and click on that right now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now, I need to put my email in, right?
[AGENT][NEUTRAL] OK, um, mhm.
[AGENT][NEUTRAL] No. Mm mm.
[CUSTOMER][NEGATIVE] Oh, no, don't put anything.
[AGENT][NEGATIVE] No. No, no.
[CUSTOMER][NEUTRAL] Because I've got a box that says email password login oh forgotten password log in.
[CUSTOMER][NEUTRAL] That's my choices.
[AGENT][NEUTRAL] Um, no, mm mm, you, you probably not. OK, go, go ahead and close everything you have. Close everything you have right now. Let's go into the beginning. Let's go in the way that I'm gonna tell you so we can go exactly to the same place that I'm looking at, OK? So let's just close everything. Um, once you close everything, I need you to go to the website at [PII].
[CUSTOMER][NEUTRAL] Or if I don't have an account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, [PII], [PII].
[CUSTOMER][NEUTRAL] OK. It's all capital lower case or does it matter?
[AGENT][NEUTRAL] It doesn't matter.
[CUSTOMER][NEUTRAL] [PII] or [PII].
[AGENT][NEUTRAL] No, [PII] [PII]. Yes, [PII]. Mhm.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK. OK. Got you. Hang on a minute.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, now I have a
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So do I go to sign in now? I have a man standing there smiling at me. He's very nice smile.
[AGENT][NEUTRAL] OK, um, click on sign in, yes.
[CUSTOMER][NEUTRAL] Do I go to sign in here?
[CUSTOMER][NEUTRAL] OK, sign in.
[CUSTOMER][POSITIVE] OK, I'm gonna welcome and, oh, it's right here. It's filled out on this one.
[AGENT][NEUTRAL] It's filled out.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me try that, submit.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So now, I believe I'm in there.
[AGENT][NEUTRAL] OK, so you, your information.
[CUSTOMER][NEUTRAL] Yes. So I wrote it down. I'll go to 8, excuse me.
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] I, I'm sorry?
[AGENT][NEUTRAL] Go ahead, go ahead.
[CUSTOMER][NEUTRAL] OK, so is that how I need to log in through that port go a [PII] and log in that way.
[AGENT][POSITIVE] It's easier. I find it easier, yes. Mhm.
[CUSTOMER][NEUTRAL] Every time.
[CUSTOMER][NEUTRAL] OK. So, now, what I was saying is I do have a printout from
[CUSTOMER][NEUTRAL] The Presbyterian Hospital, the hospital, a billing.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I do have that to upload to you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm not sure what else I need.
[CUSTOMER][NEUTRAL] Do I need diagnosis?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, if that doesn't have the diagnosis codes, then yes, we're gonna need the itemized bill with the diagnosis code.
[CUSTOMER][NEGATIVE] Wait a minute, wait a minute, wait a minute, wait a minute. Wait, wait, wait, wait, wait, back up and start over. You're cutting out.
[CUSTOMER][NEUTRAL] Please back up and start over.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. OK, we're gonna need the itemized bill to have diagnosis codes.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And the diagnosis?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I've got those both ready to upload.
[CUSTOMER][NEUTRAL] And do you wanna wait while I do that, or?
[AGENT][NEUTRAL] It's up to you if you want me to wait, I'll wait. If, if you want to do it later on, you can.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] OK, wait a minute here, select claim. OK, that's me coverage type.
[CUSTOMER][NEUTRAL] OK, that's
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Next,
[CUSTOMER][NEUTRAL] OK, now upload files.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Here's this is a PDF file.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] I hope I can send these both, both together.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I know
[CUSTOMER][NEUTRAL] Um, I may have to send the diagnosis separately. I'm having difficulty seeing where I put it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, I get some meetings to see.
[CUSTOMER][NEUTRAL] OK, I'm gonna go ahead and upload my billing statement and then I'll, I'll find my um
[CUSTOMER][NEUTRAL] I find my diagnosis and I put that in a separate uh uh.
[CUSTOMER][NEUTRAL] Separate emails. Does that sound OK to you?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, you can upload it separately. It doesn't have to be all together. Now, Ms. [PII], um, you also need to send a claim form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I thought I put one out online.
[AGENT][NEUTRAL] OK, you still need to send the, you still need to send the claim form. The claim form needs the signature and we need that information.
[CUSTOMER][NEUTRAL] Did I not?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 00, I gotcha, gotcha. I understand. So I'm probably gonna have to get a new one cause I've got notes written on the bottom of this one. It says [PII].
[AGENT][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] What's my username.
[CUSTOMER][NEUTRAL] Which I, I just hadn't found this long ago. OK. So I'm gonna go ahead and upload my billing to you if that's OK, since I've got that already uploaded.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] And then I will get
[CUSTOMER][NEUTRAL] A new copy on Monday because I'm not in.
[CUSTOMER][NEUTRAL] I'm not in Clovis right now. So I will get a new copy of that, and I will have my diagnosis and I will upload those on Monday.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] OK. OK. That sounds good. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I think that's all right. I'm not gonna find where I was.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][POSITIVE] Uh, all right. I'll get that and I will get back with you. Thank you, ma'am, for your help.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a good day, Miss [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye.