AccountId: 011433970860
ContactId: a2345f5a-4d30-4f0e-ac78-19b66f210412
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 408660 ms
Total Talk Time (AGENT): 138724 ms
Total Talk Time (CUSTOMER): 191847 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/a2345f5a-4d30-4f0e-ac78-19b66f210412_20250303T20:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hi [PII], um, I've, I recently joined, um, APL through my employee benefits.
[CUSTOMER][NEGATIVE] And I'm trying to go online to put, you know, to submit a claim and it's not identifying me.
[CUSTOMER][NEUTRAL] I'm wondering if I'm selecting something wrong or.
[AGENT][POSITIVE] I'll be happy to assist you. May I have your first name and a policy number?
[CUSTOMER][NEUTRAL] Yes, my first name is [PII] Last name.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the group number is 16701.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] O.
[AGENT][NEUTRAL] Do you have your policy number?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] It's Medlink select group med supplement.
[CUSTOMER][NEUTRAL] Is it payer ID?
[AGENT][NEUTRAL] Uh, no, ma'am. It should say inpatient or outpatient.
[CUSTOMER][NEUTRAL] Oh, here it is inpatient benefit certificate uh 0259.
[CUSTOMER][NEUTRAL] 3393 ML 7
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] Do you need me to give you the um the outpatient? I guess the last, the only difference is the digits at the end.
[AGENT][POSITIVE] Oh yes, I can pull it up one moment.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And can you verify your date of birth, your mailing address, and your email, please?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] Uh, address is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then your email.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Now, when you were going online, did it ask you to enter your email?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh, that's one of them, yes. It, it asked me for my last name.
[CUSTOMER][NEUTRAL] Uh, member ID.
[CUSTOMER][NEUTRAL] My zip code, my email, and my date of birth.
[AGENT][NEUTRAL] So on your email it looks like we may have your work email we have a different email in our system.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, the work email be [PII]?
[AGENT][NEUTRAL] This is [PII].
[CUSTOMER][NEUTRAL] Oh, inner credit. Yes, inner credit. Mhm.
[AGENT][NEUTRAL] So try that one and see if it allows you access.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And the um member ID is that that in in hospital benefits cer certificate number, is that what I should have been entering?
[AGENT][NEUTRAL] Yes, 0523393.
[CUSTOMER][NEUTRAL] OK, let me try that because I, I, it says it doesn't say it. It wasn't very specific. I didn't include that number. Maybe that's what it was.
[CUSTOMER][NEUTRAL] No? Oh wait, wait, hold on.
[CUSTOMER][NEGATIVE] No, it's still telling me um oops there seems to be a problem no user found with the information entered.
[AGENT][NEUTRAL] So you, you are registered as a first time user, correct?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] And then the email that we have is [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Make sure there's nothing else I need to verify.
[AGENT][NEUTRAL] And we have your name as
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Last name is [PII]
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK, looks like everything is matching on your end on our end. So can I have a good call back number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so what I can do is I can put in a ticket and the trouble desk will call you back and help you get into the system.
[CUSTOMER][NEUTRAL] Now when when I go into the new user and I'm setting it up it says which role best describes you. I'm an individual with an APL.
[CUSTOMER][NEUTRAL] Insurance policy
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] I'm just trying to see if maybe I entered something incorrectly.
[CUSTOMER][NEUTRAL] Yeah, how about if I use my social security number, do it different.
[AGENT][NEUTRAL] Let me see if we have that one listed.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And we do.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] Nope, it still doesn't read me.
[AGENT][NEUTRAL] And we have the, the last four is [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK, so I'll go ahead and write this up and someone from the trouble team will give you a call back at [PII].
[CUSTOMER][POSITIVE] Perfect. And uh the way how do I process a claim? Do I do it all online?
[CUSTOMER][NEUTRAL] How is the process work?
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] You can upload it online once you are actually in the system. You can fax it or you can mail it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so I'll just wait until it gets cleared up.
[AGENT][POSITIVE] Yes, ma'am. So I'll send this over and then they will be contacting you shortly.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] You bet you're so welcome and thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.