AccountId: 011433970860
ContactId: b9841e95-ea73-487c-90a4-6633b40dd96b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 395209 ms
Total Talk Time (AGENT): 160414 ms
Total Talk Time (CUSTOMER): 236276 ms
Interruptions: 6
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/b9841e95-ea73-487c-90a4-6633b40dd96b_20250410T17:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with Applegate. Um, the owner of the company doesn't remember her login user name that she put on her account, and when I go there, like I can log in with mine because I've got the administrator, you know, and that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, but when I go to help her to log in.
[CUSTOMER][NEGATIVE] It says user name but it doesn't give you it's like it doesn't give you a chance to say I forgot my user name it says forget your password um how can she retrieve that?
[AGENT][NEUTRAL] Yeah, right, right.
[AGENT][NEUTRAL] Um, I can definitely recover that, um, username and this is for her individual policy, correct?
[CUSTOMER][POSITIVE] Correct, correct.
[AGENT][NEUTRAL] OK, yes, absolutely, um, [PII], before I, uh, go any further, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] [PII] got it thank you um do you have her policy number?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Uh, let me see if we're on this.
[AGENT][NEUTRAL] Alternately you could just give me the group number and I could search for her within the group.
[CUSTOMER][NEUTRAL] It's on the
[CUSTOMER][NEUTRAL] Well, I actually I have um her contract number.
[CUSTOMER][NEUTRAL] Is that it? It's on the top of this. I mean, I got the group number, so OK, let me start with the group number. Group number is 17907.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] We can give that a shot.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then on this uh previous old claim thing that I had helped her look up looks like there's a 912-907-238 under contract number but.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, that's going to be a bit too long to be one of our policy numbers.
[CUSTOMER][NEGATIVE] This is Blue Cross. This is the wrong one. That's Blue Cross. Yeah, yeah, no, that's the wrong. I'm like, I'm like, oh my God, that's a Blue Cross. We must have looked up in the OB for another one, yeah.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] That's OK. um, OK, so the group number you gave me was that the group number through us though?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see, [PII] Inc there we are.
[AGENT][NEUTRAL] And what was uh her first and last name please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. All right, give me just a moment.
[AGENT][POSITIVE] And yes, awesome I do see you as a contact [PII] uh really quick, are you able to verify the address for the business please?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] Perfect. Thank you so much for verifying that. All right, let's get [PII]'s policy pulled up here.
[AGENT][NEUTRAL] OK. Give me just a moment and I will get that.
[AGENT][NEUTRAL] Username.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then of course with the username that's you know if she forgot the password as well um that's all it needs is the user name.
[AGENT][NEUTRAL] OK. Um, so it is, uh, [PII], no numbers.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], yes.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I actually I had tried that because I thought that was probably it um but I did put an upper case C so maybe that's what I did wrong um but but anyways, but why have you on the phone because the one reason that that um the she needs a new card for hers, is that something that you can send out to her?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Give me just a moment, let me take a look.
[CUSTOMER][NEUTRAL] Or is it something I can print off once we log in?
[AGENT][NEUTRAL] You oh absolutely it is on the website for sure um but I can, let's see.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I don't know if you would be able to verify that the email we have for her is a good email or not.
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] So it's [PII].
[AGENT][NEUTRAL] Yes, that's it. OK, so did I can of course the cards are on the website, um, but just for good measure I can also go ahead and send one to that email.
[CUSTOMER][POSITIVE] Oh, that would be so great because our second thing is when we go in there because she's like [PII] is not paying anything. I just had they had already paid the $500 for the one I said Cookie when you get we will go on, we will look at it because.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] They need to be sending the EOB from Blue Cross to APL, and remember you have a $500 deductible. Well, I had already paid the $500 so I'm like going we will look at everything together and then it's like, oh, can't get in so.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, absolutely. Her nickname is [PII]. That is adorable. That's so cute.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, yeah, yeah, and it's so funny because I, I have to, OK, so everybody is in this company has been like forever and that, but she.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And her husband have been together since they were [PII] old, OK, like.
[AGENT][POSITIVE] That's so sweet.
[CUSTOMER][NEUTRAL] Uh huh, I know, I know he chased her down then and then they, you know, later got married and they've been together son, so you don't hear about that often. Mhm mm, I know, I know. I told her I said I don't know how she does it, but.
[AGENT][NEGATIVE] Wow, that is pretty much unheard of anymore, yeah, no you don't.
[AGENT][POSITIVE] No kidding.
[CUSTOMER][POSITIVE] So, oh God, yeah, anyway, well I appreciate it I appreciate your time at least we got this far and um and then and then that way I can know um so I I can get her card and you're sending it to her I can print it and laminate it for her so.
[AGENT][POSITIVE] Oh yeah, absolutely.
[AGENT][NEUTRAL] Absolutely and then of course if.
[AGENT][POSITIVE] Yes, after reviewing um the claim information and such if she has any other questions or is confused about anything, definitely give us a call back and we can do our best to explain all of that.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, yeah, it's, it's hard because she's under so much stress because he's got, oh, I know, I know, and it's just like trying to she's just got so many things to worry about, so I appreciate it thank you very very much. Alright, yep, alright, have a good day. Yeah, bye.
[AGENT][NEGATIVE] It can definitely be confusing.
[AGENT][POSITIVE] Yeah absolutely of course thanks for giving us a call have a great rest of your day.
[AGENT][POSITIVE] You too thanks bye bye.