AccountId: 011433970860
ContactId: c4d764aa-b129-4b10-99bf-39e8c55e6186
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 420859 ms
Total Talk Time (AGENT): 167304 ms
Total Talk Time (CUSTOMER): 114394 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/c4d764aa-b129-4b10-99bf-39e8c55e6186_20250214T16:14_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII]. I'm just having difficulty logging into, um, or to try and set up my user.
[CUSTOMER][NEUTRAL] Name and password?
[AGENT][NEUTRAL] OK, well, I can help you with the online service and sign up. And did you say your name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure it'll be this number [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the policy number?
[CUSTOMER][NEUTRAL] Uh, would that be the group number?
[AGENT][NEUTRAL] Um, I can get the policy number from your group. Do you have the group number?
[CUSTOMER][NEUTRAL] Yeah, that's all it shows on my uh.
[AGENT][POSITIVE] OK, I can um get you from there.
[CUSTOMER][NEUTRAL] Card here it's 19419.
[AGENT][NEUTRAL] 19419.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And [PII], what is your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Here we go.
[AGENT][NEUTRAL] All right, I did find your policy here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Sure, date of birth is [PII].
[CUSTOMER][NEUTRAL] Email address is [PII] [PII].
[CUSTOMER][NEUTRAL] And the home address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and I'm sorry, can you give the email address one more time? That may be what the error is.
[CUSTOMER][NEUTRAL] Uh, [PII], like my first name.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] OK, no, that's correct. So anytime you get the message, um, so is it saying that no user was found or what, what message was it telling you?
[CUSTOMER][NEUTRAL] Um, yeah, it says no user was found with information that was entered. I called yesterday and the woman that called me helped me said.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It looked like my
[CUSTOMER][NEUTRAL] Something with my last name where I had to put Junior after it.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEGATIVE] Um, and that might have worked, so I tried that, but that didn't work either.
[CUSTOMER][NEUTRAL] I don't know if she meant Junior written out or JR just.
[CUSTOMER][NEGATIVE] The abbreviation I tried both it didn't work. I tried upper case, lower case space, no space.
[AGENT][NEUTRAL] Let me see, hold on one moment.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Do you want Junior on there? Because it's like a it's that's gonna be a hard one because there's like a few spaces in between Kennedy and Junior, so that's probably exactly what it is because anytime you get that message, it just means some.
[CUSTOMER][NEUTRAL] As a few spaces maybe?
[AGENT][NEUTRAL] Yeah, anytime you get that message, it's, it's just saying something in our system isn't matching what's being inputted. They're linked together, so we just have to find it and correct it. And it probably is this junior because there's like there would be no way to know how many spaces in between. I can either
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, take the junior off or
[AGENT][NEUTRAL] Like, move it right after the Y so it's like all together because there I wouldn't know.
[CUSTOMER][NEUTRAL] You could just take it off if you could that would be easier.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And are you um anywhere where you can go to the online service center now or you want, you're gonna try it later?
[CUSTOMER][POSITIVE] Yeah, I just pulled it up. I'm gonna try it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then make sure where it says the social, you're putting your full social, no dashes.
[CUSTOMER][NEUTRAL] Yep
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yep, that worked.
[AGENT][NEUTRAL] Alrighty. Well, was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] Um, no, that's gonna be it. I appreciate your help, uh, or actually one question.
[AGENT][POSITIVE] You're very welcome. Sure.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I got an MRI done a while back which wasn't covered by my insurance so it's a high deductible thing.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I paid for it out of pocket. Is there a way to get.
[CUSTOMER][NEUTRAL] Reimburse for that, would I have to put in like explanation of benefits and the billing from the MRI?
[AGENT][NEUTRAL] Well, hold on, let me go to your, let me note this right quick. Hold on one moment.
[AGENT][NEUTRAL] Sorry, because I, I made the change to your um
[AGENT][NEUTRAL] So your last name, we took the junior office making me uh make a note on the policy. Hold on one moment.
[CUSTOMER][POSITIVE] Not a problem.
[AGENT][NEUTRAL] And you said it was an MRI?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] A CAT scan, OK.
[AGENT][NEUTRAL] So just for the call, again, all the information provided is a verification of benefits, not a guarantee of payment. So under um the outpatient benefits, the policy would pay up to $2000 per calendar year. That does include diagnostic testing in a hospital, outpatient facility, or MRI facility.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] So you could still file those claims, as long as your policy was active on the data service, you can file claims at any time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty. Was there anything else I can assist you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] Uh, no, that's gonna be it. I appreciate your help.
[AGENT][POSITIVE] Alright, well thank you. You're welcome and thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you
[AGENT][POSITIVE] Thank you. Bye-bye.