AccountId: 011433970860
ContactId: bd4e72b8-44d0-46a2-bcb4-1e28d83f3c2b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 755640 ms
Total Talk Time (AGENT): 400384 ms
Total Talk Time (CUSTOMER): 228053 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/bd4e72b8-44d0-46a2-bcb4-1e28d83f3c2b_20250328T17:53_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Hello, I'm trying to set up my account on [PII], but it's saying that um it doesn't recognize my information.
[AGENT][NEUTRAL] OK, so you're the primary policy holder and you're trying to set up your personal online service center profile, but you're getting an error message, is that correct?
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] Yes, well, I can help you with that and who am I speaking with please?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] OK, thank you and what is a good call back number for you please?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, depends on the time, uh.
[AGENT][NEUTRAL] So we, OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So would this be like a.
[CUSTOMER][NEUTRAL] [PII] call back or?
[AGENT][NEUTRAL] Well, for the moment, it's for something that is
[AGENT][NEUTRAL] Perhaps something happens with our call that I could call you back.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and your policy number please?
[CUSTOMER][NEUTRAL] See
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Do you have your ID card?
[CUSTOMER][NEUTRAL] I'm trying to open it, um.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Here it is, um.
[CUSTOMER][NEUTRAL] Policy number.
[CUSTOMER][NEUTRAL] Uh, which one is that? Um.
[AGENT][NEUTRAL] And depending on the type of plan, [PII] you have with APL as to how it would be worded, it may have an in-hospital or an outpatient number, policy certificate.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh, there are both of those?
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] If you'll notice on the.
[CUSTOMER][NEUTRAL] With the group number?
[AGENT][NEUTRAL] No, ma'am. On your, does, you said that your card has the inhospital and outpatient?
[AGENT][NEUTRAL] Numbers, OK, so if you will notice both of those numbers are identical prior to the letters ML.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Except for the last digit.
[AGENT][NEUTRAL] Mhm. So I don't even need the ML that's in the middle. I just need the first part of that number. Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 02574896
[AGENT][NEUTRAL] OK, thank you. One moment while I look uh get your information pulled up please.
[AGENT][NEUTRAL] OK, so first off again, I will have to verify several things with you for security. So first off, if you'll please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and go ahead and confirm the spelling of your last name.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] A R S as in Sam. Z as in Zebra.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I'm not sure um but um.
[CUSTOMER][NEUTRAL] Then [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you and your full social?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And your home mailing address?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, we have something different I can tell you that's not what we have on file.
[CUSTOMER][NEUTRAL] Did they put [PII] or 33301 yeah.
[AGENT][NEUTRAL] Neither is what is on file for you.
[CUSTOMER][NEUTRAL] Uh, neither. Well, hm, OK, so it's not my work, it's not my, I was wondering if there was a typo.
[AGENT][NEUTRAL] Neither.
[CUSTOMER][NEUTRAL] So, uh,
[AGENT][NEUTRAL] Um, all I can tell you is this this.
[CUSTOMER][NEUTRAL] How does the type will get fixed? Do I have to get my HR department to fix it?
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Let's see, um.
[AGENT][NEUTRAL] Have you ever looked at something with [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, what's that full address?
[CUSTOMER][NEUTRAL] Oh, is it not zip code? I could have sworn it was asking for zip code. It says residential zip code on there.
[AGENT][NEUTRAL] Well, it does, but I, I'm asking to verify the address uh huh, I need to verify your address.
[CUSTOMER][NEUTRAL] When I was trying to sign in.
[CUSTOMER][NEUTRAL] Oh, OK, yes.
[CUSTOMER][NEUTRAL] [PII], that's it.
[AGENT][NEUTRAL] That's your street address?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And what city and zip code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Uh, the phone number that we have on file for you is different than what you gave me, so what would another phone number be that we would have on file?
[CUSTOMER][NEUTRAL] Um, it's just these two. The one I'm calling from is my work phone, uh, the other one is my cell phone.
[AGENT][NEUTRAL] OK, we only have one number and it is not your work number so what is your best contact number overall for you you personally?
[CUSTOMER][NEUTRAL] Um, during
[CUSTOMER][NEUTRAL] Um, well, the reception isn't too good here, so during the weekdays it's probably.
[CUSTOMER][NEUTRAL] This number that I'm calling from.
[AGENT][NEUTRAL] OK, well, that is not the number that's on file for you, so what it would be the phone number that we other phone number we could have for you.
[CUSTOMER][NEUTRAL] I mean you guys are
[AGENT][NEUTRAL] We have another number that is not your work number. What, what number is that?
[CUSTOMER][NEUTRAL] Yeah, so
[CUSTOMER][NEUTRAL] Right, no, no, I realized that.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] That's my cell phone number.
[AGENT][NEUTRAL] Which is what?
[AGENT][NEUTRAL] I need for you to tell me what it is. I need to verify it.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh, I'm sorry, um.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, alright, so do you want your work number also added to your profile?
[CUSTOMER][POSITIVE] Yeah, that'd be good.
[AGENT][NEUTRAL] [PII]. Is that correct?
[CUSTOMER][POSITIVE] Mhm correct.
[AGENT][NEUTRAL] OK, thank you. And then your email, and this is gonna be your work email address.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What is that?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you. Now,
[AGENT][NEUTRAL] I have added your
[AGENT][NEUTRAL] Other phone number for your work in setting up your profile, you will need to use that work email address when it asks for your email.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Ah, OK.
[AGENT][NEUTRAL] Now I can change it if you would like to your personal email, but I do want to make you aware that there's a possi I mean I could change it and then you could set your profile up with your.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] Personal email
[AGENT][NEUTRAL] But because of the way we receive your groups, you know, enrollment information if we receive a file, see that has your work email, the system will automatically override my change. I just didn't want you to call back at some point and say, well, I've already changed it. OK, so you wanna leave it.
[CUSTOMER][NEUTRAL] No, that's OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, that's fine. I don't need to change it.
[CUSTOMER][NEUTRAL] Oh, you've already changed it.
[AGENT][NEUTRAL] No, I haven't changed it. You haven't given me your personal yet.
[CUSTOMER][NEUTRAL] Oh well I just click the next button.
[CUSTOMER][NEUTRAL] OK, well it's fine. I, I got it apparently it was the email that was the problem.
[AGENT][NEUTRAL] I just
[AGENT][NEUTRAL] Yeah. Mhm. For security, everything has to match as to what we have on this side.
[AGENT][NEUTRAL] So yeah, if you were trying to use your personal email at first that would have caused a red flag for that.
[CUSTOMER][NEUTRAL] OK, that's what happened. OK, thank you.
[AGENT][NEUTRAL] OK. Well, you're welcome. So is there anything else I can help you with this afternoon, [PII]?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I guess I do kind of have a question how would I go about um filing a claim for.
[CUSTOMER][NEUTRAL] My other
[CUSTOMER][NEUTRAL] Insurance like let's say I've got something on my primary insurances bill that I wanna file a claim for with this secondary insurance.
[AGENT][NEUTRAL] OK, so you can get your claim form from our website at [PII].
[AGENT][NEUTRAL] Dot AM.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And when that page pulls up [PII] at the top it has a link that says claims and forms.
[AGENT][NEUTRAL] You would just click there.
[CUSTOMER][NEUTRAL] And it was [PII].
[AGENT][NEUTRAL] Public
[CUSTOMER][NEUTRAL] Public.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And when that is, are you, are you pulling it up now?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] OK, so at the top, once the page loads, you should see where it says claims and forms.
[CUSTOMER][NEUTRAL] There we go.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so click on that and then scroll down the page you're gonna see about middle ways down.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] Where it says filter by product and there's a little green arrow in the box, click the green arrow.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's going to give you a list of forms you're looking for the word med link.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then click on that and now you should see a blue button out to the right that says download form.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Click there and that's gonna open up the meddling claim form and the top part of that first page of that claim form will give you uh the instructions [PII] for what other documentation you will also need to provide us.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Once you have all of those documents you can actually upload that into your portal. Now I will be happy to email you the user guide for the portal because in addition to explaining how to set up your profile, it does give you some information on uploading and submitting documents.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now in the future um you can also present your I recommend that you present your APL card along with your primary insurance when you go.
[AGENT][NEUTRAL] You know for medical services because most providers will file both insurances for you and that just will make it a little easier for you if they don't then obviously you can file like you're going to do this time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But I will send you that user guide when we get off the phone and the email that you will receive is going to come from care team at [PII] and I will put APL in the subject line so that you can recognize that now because this is your work email, you know, it might go to your junk or spam folder so if you haven't seen an email from me in, you know, 5 to 10 minutes, then check one of those folders.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] To see if it did go there.
[CUSTOMER][NEUTRAL] I think it's whitelisted. I got the other one from Care team.
[AGENT][NEUTRAL] OK. Oh, OK.
[AGENT][NEUTRAL] So yeah, I'll send you that email in just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So is there anything else that I can help you with?
[CUSTOMER][POSITIVE] No, that was all thank you.
[AGENT][POSITIVE] Well, you are certainly very welcome and thank you again for calling APL. I hope you have a great weekend.
[CUSTOMER][NEUTRAL] Yes, you as well bye.
[AGENT][POSITIVE] Thank you very much. Bye-bye.