AccountId: 011433970860
ContactId: a6f32df6-3b24-42ca-85e6-2901d3391362
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 745710 ms
Total Talk Time (AGENT): 158805 ms
Total Talk Time (CUSTOMER): 302313 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/a6f32df6-3b24-42ca-85e6-2901d3391362_20250609T15:57_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEGATIVE] Hey, good morning, um, would like to have some information on my account online. I'm trying to get in and it doesn't seem to work.
[AGENT][NEUTRAL] OK. And what is your name and the policy number, please?
[CUSTOMER][NEUTRAL] Uh, [PII] and the policy number.
[CUSTOMER][NEUTRAL] OK, alright, I have a payer ID or a group number.
[AGENT][NEUTRAL] No, sir. On your card, do you see an in-hospital or outpatient benefit cert number or policy certificate number?
[AGENT][NEUTRAL] May I start with 01 or 02?
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 023388-74 ML 7
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] That's the inhospital.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And Mr. [PII], verify your date of birth, mailing address and email address, please.
[CUSTOMER][NEUTRAL] Um, [PII], 19675531 [PII]. Uh, email would be [PII].
[AGENT][NEUTRAL] OK, and when you're on the online service center, are you trying to create a new account? Because our uh service center was updated so you probably have to change it so I don't know if you.
[AGENT][NEUTRAL] Try to create a new account or
[AGENT][NEUTRAL] Is this from?
[CUSTOMER][NEGATIVE] So I did create a new account a while back, a few weeks back, so and then since yesterday I've been trying to get in and I can't it it doesn't allow me even changing the password doesn't allow me it's saying that it doesn't it can't find me.
[AGENT][NEUTRAL] Uh, yes, so you have to create another account because our system was updated last week. So you have to create a new account, um, so you go create your OSC account and select insured.
[CUSTOMER][NEUTRAL] I guess in their database.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And it's gonna ask for your last name, social, zip code, email address, and date of birth, and from there it would, uh, send you a verification code. It will allow you to enter and confirm your password that you would like.
[CUSTOMER][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, now it's asking for member ID is that the same number I just gave you?
[AGENT][NEUTRAL] No, sorry, you have to use your social.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] I'm doing it right now so.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, oops.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, so it's telling me complete your continue.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what it's gonna do is email you a verification code to the email address that um you verified with me.
[CUSTOMER][NEUTRAL] Asking me for email.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Oops.
[CUSTOMER][NEUTRAL] Oops
[CUSTOMER][NEUTRAL] And I guess that's it.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Just click on the send button to send verification code.
[CUSTOMER][NEUTRAL] OK, it's asking me for a verification code again.
[CUSTOMER][NEUTRAL] See
[CUSTOMER][NEGATIVE] Oh, it's probably my spam. It's been going to my spam. I don't know why.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEGATIVE] I'm gonna send a new code because it didn't come.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, I'm waiting for the verification code. It's not coming.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Goodness, um.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Not there.
[CUSTOMER][NEUTRAL] OK, I am not getting a verification code for some reason.
[AGENT][NEUTRAL] Then I'm going to your spam folder.
[CUSTOMER][NEUTRAL] Uh, yeah, I looked at that as well.
[CUSTOMER][NEUTRAL] And couldn't see that there.
[CUSTOMER][NEUTRAL] OK, I'm gonna try a 3rd time.
[CUSTOMER][NEUTRAL] Send a new code.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, I just got something.
[CUSTOMER][NEUTRAL] OK, let me try that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So now I'm changing my email.
[CUSTOMER][NEUTRAL] No, my my password, not email.
[AGENT][NEUTRAL] Right, your um your email, and then, um, or I'm sorry, the password and then confirm the password you just entered.
[CUSTOMER][NEUTRAL] To
[CUSTOMER][NEUTRAL] Right, and then let me do that too.
[CUSTOMER][NEUTRAL] Oh wait a minute.
[CUSTOMER][NEUTRAL] Please wait and then.
[CUSTOMER][POSITIVE] I agree to the term of use I agree continue.
[CUSTOMER][POSITIVE] Your account has been successfully created.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Mm, I have to log back in I guess.
[AGENT][NEUTRAL] And just to let you know each time you uh log in it's gonna, you're gonna have to put in a verification code.
[CUSTOMER][NEUTRAL] Log in again.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I'm waiting for it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's just weird that he would.
[CUSTOMER][NEGATIVE] It came like on the 3rd time I tried. It's just weird.
[CUSTOMER][NEUTRAL] OK, this time it came the first time, so.
[AGENT][POSITIVE] Oh good.
[CUSTOMER][NEUTRAL] Let me put it in yeah.
[CUSTOMER][NEUTRAL] Oops.
[CUSTOMER][NEUTRAL] the uh
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] Verify code continue.
[CUSTOMER][NEUTRAL] OK, I think I'm in.
[CUSTOMER][NEUTRAL] Um, OK.
[CUSTOMER][NEUTRAL] It's it's giving me a bunch of stuff right now.
[CUSTOMER][NEUTRAL] I guess
[CUSTOMER][NEUTRAL] So what is that? It's giving me LOT we receive a status of the then his phone number.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh, text message, OK, yeah, OK, they send me a text message now that I have to.
[CUSTOMER][NEUTRAL] Enter another verification code, my lord.
[CUSTOMER][NEUTRAL] So many
[AGENT][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Verification codes.
[CUSTOMER][NEUTRAL] OK, OK, I'm in.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, what's, what's different now because I wanna put a few claims. I have a few, few claims to put in.
[CUSTOMER][NEUTRAL] Um, do you access your credit, so I, where do I go?
[CUSTOMER][NEUTRAL] Start your claim, right? There's a green button.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Select the OK, so I have to select the claim, I guess.
[CUSTOMER][NEUTRAL] Traditionally.
[CUSTOMER][NEUTRAL] Next, OK.
[CUSTOMER][NEUTRAL] All right, I'll follow that. um, let me ask you another question, you know, um, for the claims I received.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] You know my statements, right? So they, they, they send me a bill or whatever you, whatever you call it bill or statement, right? And then that's what I upload because that's what I have access to, right? I don't have the, how do you call that the um explanation of benefits EOB.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah, mhm.
[AGENT][NEUTRAL] EOB. Mhm.
[CUSTOMER][NEUTRAL] So is that is that something that I always put or or the invoice or the, the bill that I get from them is is sufficient?
[AGENT][NEUTRAL] Well, well, we will always need the EOB of your primary for whatever uh the data service you're filing for since the policy you have with us is secondary so that EOB is needed with any claims you file.
[CUSTOMER][NEGATIVE] So I should not even consider sending that invoice just go and get the EOBs for for all all those claims and upload those.
[AGENT][NEUTRAL] And the billing, yeah, because if you just send the billing, yes, sir, because if you just send the billing, it's gonna request the EOB of the primary and if you just send the EOB it may request the itemized billing showing diagnosis and procedure codes. So anytime you file a claim with your secondary policy, we always need the itemized billing with diagnosis and procedure codes and the primary EOB.
[CUSTOMER][NEUTRAL] I guess
[CUSTOMER][NEUTRAL] Oh, and so both.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Both, OK.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][POSITIVE] Alrighty
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you for your help appreciate it.
[AGENT][POSITIVE] You're welcome and thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK you too bye bye.
[AGENT][NEUTRAL] Bye.