AccountId: 011433970860
ContactId: bd2ab873-6c59-4619-9b77-adb8fd5a1643
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 968739 ms
Total Talk Time (AGENT): 365939 ms
Total Talk Time (CUSTOMER): 268498 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/bd2ab873-6c59-4619-9b77-adb8fd5a1643_20250320T12:57_UTC.wav
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[AGENT][POSITIVE] Morning, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, I was calling because I'm trying to set up an account online, um, my online account, and it won't allow me to, um, with my information, so I don't know if I'm not in the system or what.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hi
[AGENT][NEUTRAL] I just need to verify your information, make sure what we have is correct. Do you happen to have your policy number available?
[CUSTOMER][NEUTRAL] Um, yes, it should be on the card, right?
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] It should be, yes ma'am. Policy cert or inpatient or outpatient benefit number.
[CUSTOMER][NEUTRAL] Yeah, I'm pulling it out right now.
[AGENT][POSITIVE] Take your time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I have my.
[CUSTOMER][POSITIVE] OK, good.
[CUSTOMER][NEGATIVE] It's not the right date either, really.
[AGENT][NEUTRAL] If you don't, if you can't locate the card, I can always look it up by your social.
[CUSTOMER][NEUTRAL] OK, that works because I'm looking in the dates or the old card.
[AGENT][NEUTRAL] OK. If you've got that old card policy number, I can pull it up by that as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. It's only giving me the identification number.
[AGENT][NEUTRAL] Just start with the
[CUSTOMER][NEUTRAL] And the group number.
[AGENT][NEUTRAL] Does it start with a 0?
[CUSTOMER][NEUTRAL] No, it starts with a T.
[AGENT][NEUTRAL] OK, let's look it up with your social. What's that social?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, thank you. And what is your name please, ma'am?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right. Thank you, Ms. [PII]. And
[AGENT][NEUTRAL] Let me get a policy pulled up here.
[AGENT][NEUTRAL] And what is your date of birth? Excuse me, date of birth, please, ma'am.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, thank you. And can you verify your current mailing address?
[CUSTOMER][NEUTRAL] Um, it's the letter [PII].
[AGENT][NEUTRAL] What is your current mailing address?
[CUSTOMER][NEUTRAL] Um, we can go ahead and change it to um.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Can you spell [PII] just to make sure I get it correct?
[CUSTOMER][NEUTRAL] Yes ma'am, it is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Oh, I'm glad you spelled that in the street, right?
[CUSTOMER][NEUTRAL] I know, I, I have to pause and think about it for a second.
[AGENT][NEUTRAL] And what city is that in? Is that still [PII]?
[CUSTOMER][NEUTRAL] It's [PII] zip code is [PII].
[AGENT][NEUTRAL] OK, give me just a second, let's change, update that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then I think the email we have on file is a different one as well, so bear with me just one second, and that's probably why it wouldn't allow you to.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Create an account.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] What email is on file?
[AGENT][NEUTRAL] We have an
[AGENT][NEUTRAL] FWISD. Do we need to update that as well?
[CUSTOMER][NEUTRAL] Oh yeah, yeah, yeah, yeah. Yeah, that's my work email. I don't even know why I put that.
[AGENT][POSITIVE] OK, we can update, we can update that, that's not a problem.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what email is correct for you? You said [PII].
[CUSTOMER][NEUTRAL] No, so it just be the letter [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. So that's [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And what about a callback number?
[CUSTOMER][NEUTRAL] It'll be [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Seriously.
[AGENT][NEUTRAL] OK, hang on just a second. I put all that in and it hit enter and it took it away, so I gotta redo it. I apologize.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Really? Oh, no, you're fine, you're fine. I understand.
[AGENT][POSITIVE] I love computers. Mhm.
[AGENT][NEUTRAL] Let's see, I do apologize. That's probably the, the reason that um.
[AGENT][NEUTRAL] It wouldn't
[CUSTOMER][NEUTRAL] It wasn't working the wrong email.
[AGENT][NEUTRAL] Yeah, cause we had all that information incorrect.
[AGENT][NEUTRAL] OK, so I've got your.
[AGENT][NEUTRAL] [PII] and that is in [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And your email is [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. uh yes ma'am [PII].
[AGENT][NEUTRAL] Do I remembered it, yay. Now the phone number it took away. What's that phone number?
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So we have [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEGATIVE] I better do it this time.
[AGENT][POSITIVE] I do apologize for that. Would you like for me to give you your policy number while I'm working on this?
[CUSTOMER][NEUTRAL] Yes, cause I, I'm always looking for I'm like I keep forgetting I can't find it. Yeah.
[AGENT][NEUTRAL] You're now this is on your cancer policy, right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] That's what you have with APL and your active policy number is 252.
[AGENT][NEUTRAL] 7006.
[CUSTOMER][NEUTRAL] 252.
[CUSTOMER][NEUTRAL] Uh-huh. So 6, OK.
[AGENT][NEUTRAL] That's your policy. That's the active policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Just completing this again.
[AGENT][NEUTRAL] And are you at your computer where we can try this again when I get this completed?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, good.
[AGENT][NEUTRAL] I got it that time.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so if you can um just you know log out and go back in.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And we'll start all over since we've got that information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I'm signing up since this, this is my um first time logging in. So for the, oh never mind, do you happen to have my member ID or do I just put in my social security number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That is going to be your social.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] You just take your time and I just wanna make sure you get that taken care of.
[CUSTOMER][NEUTRAL] OK, I'm signing in now.
[CUSTOMER][NEUTRAL] And it says submitting it's just kind of loading though.
[AGENT][NEUTRAL] Yeah, sometimes it takes just a minute.
[CUSTOMER][NEUTRAL] OK, it says my accountant's name.
[AGENT][NEUTRAL] Now, once you
[AGENT][POSITIVE] Wonderful. So on your portal, you're going, if you want to see your policy benefits, just click on your policy number.
[CUSTOMER][NEUTRAL] Nothing.
[AGENT][NEUTRAL] You can also upload claim documents online.
[AGENT][NEUTRAL] There is, if you are filing a wellness, you would just click on uh file a wellness and complete the form.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] If you are submitting a claim for cancer diagnosis, there is a cancer claim form under the claims and forms section, and it has instructions on what's needed to file a claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. My mom was the one that told me to do all this, so.
[CUSTOMER][NEGATIVE] So I was just like she's like you need something. Yes, she was like, you need to go on there. You're paying for it and you don't even know what is. I'm like, OK, OK.
[AGENT][NEGATIVE] You better listen.
[AGENT][POSITIVE] Mamas are smart sometimes.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] So I'm just trying to go in there.
[AGENT][NEUTRAL] Yes, so just
[AGENT][NEUTRAL] If, and if you click on your policy number, it will download your policy certificate.
[CUSTOMER][NEGATIVE] OK, that's no good.
[AGENT][NEUTRAL] And in the policy, um, there's a page called the schedule of benefits page and that will list what's covered under your plan.
[CUSTOMER][NEUTRAL] OK, OK, I'm looking at now.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I think that's why I just need to know how to get in.
[CUSTOMER][NEUTRAL] Yeah I know cause I didn't even know this site existed yesterday.
[AGENT][POSITIVE] I'm so happy your momma told you about this cause it is so much easier to use your policy benefits when you know what's covered.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] I agree.
[AGENT][NEUTRAL] And don't forget about your screening benefit, because that's payable one time, you know, one screening per calendar year.
[AGENT][NEUTRAL] But
[CUSTOMER][POSITIVE] I think that's what she wanted me to do, yeah, the screening benefits.
[AGENT][NEUTRAL] And all you have to
[AGENT][NEUTRAL] Yeah, and
[AGENT][NEUTRAL] Yeah, your policy was active on [PII], so if you had a screening after [PII], you can file for 24, and then when you do your screening for [PII], you can file for that as well.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] In this, OK, so with the screening, I just need to upload like my um.
[CUSTOMER][NEUTRAL] My results or not results, but like me going to the doctor for it.
[AGENT][NEUTRAL] All that's needed is there's a claim form for wellness. If you go to the claims forms, claims and forms section.
[AGENT][NEUTRAL] Or the claim form section, I believe that that form is on page 3, yep, that's it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh honey, about wellness point.
[AGENT][NEUTRAL] So on your portal I think if you click on file of wellness if you see that option I think it'll bring that claim form up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, yeah, who are you claiming for, so, OK, yeah.
[AGENT][NEUTRAL] Mhm. So just complete that form and that's all we need. We will need the name of the um doctor's office that performed that screening and their address and phone number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that works. It seems pretty straightforward, so.
[AGENT][NEUTRAL] Mhm. It's, it's easy. They used to have to have something from the doctor and they've updated it to make it easier. So now you need to do is to complete that form.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Right, even better.
[CUSTOMER][POSITIVE] OK, that works. Well, thank you so much.
[AGENT][POSITIVE] It's been such a pleasure to assist you, Ms. [PII]. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] That was it. You helped me a lot, trust me.
[AGENT][POSITIVE] Uh it's been my pleasure and thank you for your patience while I got that address changed. I apologize for that. But listen, if you need anything, don't hesitate to give us a call.
[CUSTOMER][POSITIVE] Oh no, thank you.
[CUSTOMER][NEUTRAL] Mm
[AGENT][POSITIVE] And it has been an absolute pleasure to assist you today and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you, same to you.
[AGENT][POSITIVE] Thank you, Miss [PII]. Take care.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.