AccountId: 011433970860
ContactId: ab29310c-5c1d-434a-8c2c-afd69af90f7d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 671849 ms
Total Talk Time (AGENT): 275876 ms
Total Talk Time (CUSTOMER): 262776 ms
Interruptions: 7
Overall Sentiment: AGENT=0, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/ab29310c-5c1d-434a-8c2c-afd69af90f7d_20250114T16:25_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APO. This is. How may I assist?
[CUSTOMER][NEUTRAL] And uh this truck, I mean, I was trying to call to see if my uh.
[CUSTOMER][NEGATIVE] My plan hasn't been activated, but I can't log in.
[CUSTOMER][NEUTRAL] Or anything.
[AGENT][NEUTRAL] Are you logged into [PII]. Is that the website that you're trying to log into?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Did you set up an account?
[CUSTOMER][NEGATIVE] That's what I'm trying to do and it's like cause I'm on step 2 and it said don't, it don't have me like in file like it says can't find you.
[AGENT][NEUTRAL] What's your policy number? Do you have a policy number?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What is it?
[CUSTOMER][NEUTRAL] It's 02569305.
[AGENT][NEUTRAL] And what's your name?
[CUSTOMER][NEUTRAL] Deny them.
[AGENT][NEUTRAL] Could you verify your mailing address and your date of birth, [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You said my uh birthday?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the email address that we have on file for you?
[CUSTOMER][NEUTRAL] I thought it was my [PII].
[AGENT][NEUTRAL] It's supposed to be [PII].
[CUSTOMER][NEUTRAL] [PII], yeah, orange.
[AGENT][NEUTRAL] Thank you, that's correct. We have it on file, and the callback number just in case the call is disconnected is the [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, what is it asking you online?
[CUSTOMER][NEUTRAL] Alright, so I, I used my Social Security and then couldn't find it. I used, I was like, well, let me try the group number, the group number and uh.
[AGENT][NEUTRAL] What else did they ask you for?
[CUSTOMER][NEUTRAL] Huh? That's it, that's it. That's what I'm saying.
[AGENT][NEUTRAL] What else is it asking for?
[AGENT][NEUTRAL] Your group number or your social?
[CUSTOMER][NEGATIVE] I mean, that's the only part I'm stuck at.
[CUSTOMER][NEUTRAL] Yeah, and I, I did my social and didn't work so I'm like, well, let me try.
[CUSTOMER][NEUTRAL] It's not asking for my group number. It's saying social security number or member ID number.
[AGENT][NEUTRAL] Your member ID put 25.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] 69305, which is your policy number?
[CUSTOMER][NEUTRAL] 25
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] 3.
[CUSTOMER][NEUTRAL] Oh, that's, that's what it said it said not policy number. That's crazy. That's why I didn't put that one in there. Oh, you don't put the zero, so you pick 25.
[AGENT][NEUTRAL] There is
[AGENT][NEUTRAL] 69305.
[CUSTOMER][NEUTRAL] 256 9.
[CUSTOMER][NEUTRAL] Yeah, I don't know I want 2 250.
[AGENT][NEUTRAL] So did they let you, did they allow you to move forward?
[CUSTOMER][NEUTRAL] Oh let me see.
[CUSTOMER][NEUTRAL] It's just searching right now?
[AGENT][NEUTRAL] I don't know why it does that. Um, I'm not sure who created that website, but I, it should be more.
[AGENT][POSITIVE] Simple for members to be able to create an account.
[CUSTOMER][NEUTRAL] I mean, I, I, I would have put that number in there, but when it said not policy number so I was like, well I guess it's not that.
[AGENT][NEUTRAL] Right, so that means don't put the policy number in.
[CUSTOMER][NEUTRAL] Yeah, it's take forever to like it's just this person it said oh.
[AGENT][NEUTRAL] That's fine. I'm here till [PII].
[CUSTOMER][NEUTRAL] It said it loops the error or something error. Hold on, let me start again.
[AGENT][NEUTRAL] So did you do it without the 0?
[AGENT][NEUTRAL] Oh, with the 0.
[CUSTOMER][NEUTRAL] Yeah, I did that 0, but I did that last. I did it last 0, but if I, I knew I put too many codes in it, it, uh, take me out of it.
[CUSTOMER][NEUTRAL] uh
[AGENT][NEUTRAL] 69305
[CUSTOMER][NEUTRAL] I am in
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEGATIVE] No, it said no user was found information that was entered.
[AGENT][NEUTRAL] So what is it actually for either the member, the member number or your, your social, correct?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, so you wanna put the 0.
[AGENT][NEUTRAL] So what is the social that you have?
[AGENT][NEUTRAL] What's your social to verify if this is correct?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] What's up to the US?
[CUSTOMER][NEUTRAL] No, that's.
[AGENT][NEUTRAL] I'm saying it's here. I see it in the system right here. I just can't call it out to you until you verify it.
[CUSTOMER][NEUTRAL] Uh it's [PII].
[AGENT][NEUTRAL] That's what we have in the system.
[CUSTOMER][NEUTRAL] I don't know. Let me, I'm gonna try, I'm gonna try with a 0. Try it with a 0 to see that. Nope.
[CUSTOMER][NEUTRAL] Alright, let me just try my social again. Maybe I did something wrong.
[CUSTOMER][NEGATIVE] No, none, nothing is working.
[AGENT][NEUTRAL] So, go back, go back out of it.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] You want me to go to log in or something?
[AGENT][NEUTRAL] Let me see, I'm gonna see if I could do it for you. Give me a moment and then you just change your username and password because I don't, I don't go on the website, so I'm trying to see what's.
[AGENT][NEUTRAL] What's the problem? So did you choose new user?
[CUSTOMER][NEUTRAL] Yeah, I picked new user. I don't never made a login. I pick a new user then I picked in the in uh.
[AGENT][NEUTRAL] Then what option did you choose?
[CUSTOMER][NEUTRAL] I'm an individual with the APL insurance policy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Spell your last name, [PII]
[CUSTOMER][NEUTRAL] Oh, I don't, uh, yeah.
[AGENT][NEUTRAL] To make sure it's spelled right. Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, [PII]
[AGENT][NEUTRAL] And what's your zip code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Repeat that again.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And this is the, this address that's in the system is the same address that you used when you signed up here with us at American Public Life.
[CUSTOMER][NEUTRAL] Yeah, yeah, they sent me all my information, they sent me my package, and then when I got out of my truck, I went and grabbed it and then I just uh.
[CUSTOMER][NEUTRAL] I put my uh insurance card in my wallet and I left.
[AGENT][NEUTRAL] It it might not be in the system.
[CUSTOMER][NEUTRAL] Yeah I drive trucks so I ain't never, I ain't never home.
[AGENT][NEUTRAL] OK. Give me your card.
[CUSTOMER][NEUTRAL] It's supposedly that went on at first.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Right, I see the policy in the system, but for you to register, but that doesn't make sense. So your date of birth is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. It's searching.
[AGENT][NEUTRAL] And when you call the number that they provided you, you chose option 4?
[CUSTOMER][NEUTRAL] No, I ain't tried it before. I didn't even call that number. I called, I just called the number on the back of my card.
[AGENT][NEGATIVE] Uh, we, we can, we can verify your benefits. I'm trying to see who you can reach out to about this online account because it's not, I don't understand why it's not. And you never applied, you never signed up for it right before. No one has done it for you or anything correct? This was the first time.
[CUSTOMER][NEUTRAL] No, not like, yeah, this is the first time. I just, cause I was looking for, I was about to go sign up to go to a dentist, but then I was like, man, I don't think y'all qualify for those. So I'm like, and who they qualify for. So I was about to go in there and look.
[AGENT][NEGATIVE] You don't have a um you don't have a network because you're a truck driver. You go everywhere around the world, so you don't have a network. If you had a network then that means if you're being, if you live in [PII] but you're in [PII] and you have a toothache, you have, you have to wait till you get to [PII], that wouldn't be fair. You pay for a dentist, you have a dentist's account.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] Alright, yeah, cause it says select the insurance provider. I'm like damn. So I went there and I see you on there, so I just put not listed.
[AGENT][NEUTRAL] Where you, where is it?
[CUSTOMER][NEUTRAL] Oh yeah
[CUSTOMER][NEUTRAL] It's in, uh, it's in [PII].
[CUSTOMER][NEUTRAL] 6.
[AGENT][NEUTRAL] Oh, so I don't know. All you have to do is just contact them and give them your information.
[AGENT][NEUTRAL] Give them your, your card information and then the number to call us and they should call us to verify your benefits. They should.
[CUSTOMER][NEUTRAL] Oh yeah, yeah, it says insurance is a member number and group number so maybe that's what it is. I got in the mem my memory number is gonna be my policies, right?
[AGENT][NEGATIVE] Right. That's why I don't understand why it's not taking it.
[CUSTOMER][NEUTRAL] In my group
[CUSTOMER][NEUTRAL] I mean, if I, if I, it's all I gotta do. I just was trying to figure out what network was I in so I could go to the dentist if I can get my teeth cleaned and all that and you know what I'm gonna take care of myself.
[AGENT][NEUTRAL] You don't have a network. You just have a 12 month waiting period for major services, but you don't have a network.
[CUSTOMER][NEUTRAL] Alright cool well that's that's.
[AGENT][NEUTRAL] It's not a PPO or HMO, but I'm gonna send you a dental schedule. So if you do call a dental provider, it's difficult and just don't want to bother with the policy because they don't want to look for.
[CUSTOMER][POSITIVE] That's cool.
[AGENT][NEUTRAL] Do their job. I'm gonna send you a dental schedule so you could just send that over to them by email.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Because
[AGENT][NEUTRAL] The truck drivers with this policy, they always call and verifying their own benefits and everything that the dentist is supposed to do. So I guess you pay them to.
[AGENT][NEUTRAL] Provide services and you do their job for them.
[CUSTOMER][NEUTRAL] No, I can do it myself. I just was just, I would just say I call to the network, you know, I want people to do everything myself. I don't do nothing for me.
[AGENT][NEUTRAL] Mm mm, no. They're supposed to do it. The dentist is supposed to call to verify your benefits because you're getting the services with them.
[AGENT][NEUTRAL] That's, that's their job.
[CUSTOMER][NEGATIVE] Yeah, I haven't finished. I, yeah, yeah, but I, as I said, I haven't finished doing the set up cause when it's ask for insurance, I'm like, I didn't see it on the list. I'm like damn, let me see what, but now you told me that I'm just, I'm doing it right. I'm finishing the schedule right now, like right now as we talk.
[AGENT][NEUTRAL] Did you receive that email?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] No, I haven't seen no email. Oh yeah, I have, yes, I have.
[AGENT][NEUTRAL] And that's your schedule. So when they want to verify the benefits, say, hey, do you have an email address I could forward my schedule over to you along with my policy number and my er my policy and group number.
[CUSTOMER][NEUTRAL] OK. And you said this is, this is scheduled?
[AGENT][NEUTRAL] Yeah, this is your dental schedule where it shows everything that's covered under your policy.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] No, ma'am, that's all I need. Appreciate you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL and have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye.