AccountId: 011433970860
ContactId: c6468117-67ed-4cf4-96df-a0e72aed07de
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 641919 ms
Total Talk Time (AGENT): 300505 ms
Total Talk Time (CUSTOMER): 269954 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/c6468117-67ed-4cf4-96df-a0e72aed07de_20250113T13:08_UTC.wav
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[AGENT][POSITIVE] Thank you for calling. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][POSITIVE] Yes, good morning. How are you this fine Monday morning?
[AGENT][NEUTRAL] Um, good morning. How are you?
[CUSTOMER][POSITIVE] Really well thank you. My name is [PII] and I have benefits with uh with APL.
[CUSTOMER][NEUTRAL] And um I wanted to see if you could help me because I tried to log into the system as a new user and says it's not recognizing me um now I'm.
[AGENT][NEUTRAL] OK, do you have your policy number?
[CUSTOMER][NEUTRAL] Do I have my what? I'm sorry?
[AGENT][NEUTRAL] policy number?
[CUSTOMER][NEGATIVE] No ma'am, I don't. I have never received it. I mean, I'm a brand new uh member I just started this year in January.
[AGENT][NEUTRAL] What, when did [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, spell your first and last name for me. Let's search by your name.
[CUSTOMER][POSITIVE] Perfect, thank you. [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the employer's name?
[CUSTOMER][NEUTRAL] Careax Medical Center.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And are you just trying to create an account or?
[CUSTOMER][NEUTRAL] Actually, two things. First of all, I wanted to create an account to avoid you having to call you folks because I did use the service on Thursday. I know, I know you, it's a call center. I know you're super busy, so I tried to avoid calling you, but I didn't have a choice.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, that's OK.
[AGENT][NEUTRAL] OK. What's your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And I'll need a good callback number and then your email address.
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] My email address is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you for that information.
[CUSTOMER][POSITIVE] Thank you ma'am.
[AGENT][NEUTRAL] And I'm located you, but this policy is no longer active as of [PII]. When did you fill out your enrollment information?
[CUSTOMER][NEUTRAL] I, I filled it out, uh.
[CUSTOMER][NEUTRAL] Last year for for this year.
[AGENT][NEUTRAL] In November
[CUSTOMER][NEUTRAL] And it even appears on the system.
[AGENT][NEUTRAL] In November maybe? OK, let's see, just asking maybe we're still in the process of getting it enrolled.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And it's
[AGENT][NEUTRAL] And I can see why you were not able to log in. I need to add the email address. Did it ask you to provide uh an email address?
[CUSTOMER][NEGATIVE] No ma'am, it didn't allow me to do anything at all.
[AGENT][NEUTRAL] I'm asking, but was there a question asking you what your email is?
[AGENT][NEUTRAL] There should have been 5 security questions.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] No, it just says, excuse me one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It says literally oops there seems to be a problem and it appears that you're you may be you may not be eligible to create an account if you believe that this is a mistake, please contact customer service which is your number.
[AGENT][NEUTRAL] OK, I get that, but when you log on to the site because it's a secured site, it should have asked you like 5 security questions like your zip code. Did you answer those questions?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] doesn't
[CUSTOMER][NEGATIVE] Doesn't OK what it does after I'm able to go to first step one which asks me for my name, social security number, zip code, email address, and date of birth. Then I click next, which would take me to step 2. That's where it appears oops there seems to be a problem.
[AGENT][NEUTRAL] You didn't get there?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, so step one is gonna ask you which role best describes you, so you may have selected I'm an individual with APL policy.
[CUSTOMER][NEUTRAL] I believe so.
[AGENT][NEUTRAL] OK, then step 2, OK, and then step 2 is asking you for your last name. Um, you'll have to enter your Social Security number and this is the part that I'm trying to verify. It requires your last name, your social security number, your residential zip code, your email address, so your email address wasn't listed, so that's why you weren't able to create it. So I'm trying to get it added real quick.
[CUSTOMER][NEUTRAL] Which I did.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I appreciate it thank you.
[AGENT][NEUTRAL] But this is, this is, this is under your uh previous policy, um.
[AGENT][NEUTRAL] You may want to reach out to CareMax. It's gonna depend when when we received your enrollment information because I'm not showing it at it yet. I'm just still showing this one policy.
[AGENT][NEUTRAL] Which is looks like an older policy that you may have had in 24.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright, um.
[AGENT][NEUTRAL] What I will do, let me go ahead and update.
[AGENT][NEUTRAL] The information and I'm gonna have you go back out and then log back into that secured website. Give me just a second.
[CUSTOMER][NEUTRAL] Of course.
[AGENT][POSITIVE] And that way when it's when your your information is loaded you shouldn't have a problem.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, go ahead and try to start over with your log in.
[CUSTOMER][NEUTRAL] Perfect. And let me ask you a question where it says which role best describes you? I'm still an individual with an APL insurance policy.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, one second please.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] For one minute please rather.
[AGENT][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] I'm not that quick. One second.
[CUSTOMER][NEUTRAL] OK, it's still giving me that error message. It appears you may not be eligible to create an account.
[AGENT][NEUTRAL] OK. What social security number did you enter?
[CUSTOMER][NEUTRAL] [PII] which is mine.
[AGENT][NEUTRAL] OK, and your last name spelling, you gave me that.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Got that and then your zip code is [PII]. OK, got that. And your email is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], yes ma'am.
[AGENT][NEUTRAL] Got that. And then your date of birth. So then the only thing I can think.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEGATIVE] Mhm. With this one is that it's no longer active and it's not allowing you to create one under this um.
[AGENT][NEUTRAL] Under this policy.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Can you reach out to.
[AGENT][NEUTRAL] CarMax or CareMax.
[CUSTOMER][NEUTRAL] Yes, Air Max, yes, I, I'm, I'm here at the office right now. HR hasn't in a rod yet, so.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK, can you verify when was your uh your application or your eligibility information submitted to APL?
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] And then because I did a name search so I would see everything.
[AGENT][NEUTRAL] Um, you will receive a new, um, policy number.
[AGENT][NEUTRAL] Uh, other than the one that's there now because it's gonna be a new policy.
[CUSTOMER][NEUTRAL] Got it. OK. It's just that I, I.
[AGENT][NEUTRAL] Right, I would be able to.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I, I just wanted to know, I mean, uh, wouldn't the effective date be [PII] or not necessarily?
[AGENT][NEUTRAL] Um, I won't know until you get the app until we get the application. It just depends on what your employer has on the application.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it's just that for a list of benefits it shows uh APL on on my system, but what I'll do once HR gets in, I will go ahead and ask them directly.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, then give us a call back.
[CUSTOMER][POSITIVE] Absolutely consider it done. OK, great, listen, thank you so very much. Any particular number or anyone should have that information?
[AGENT][NEUTRAL] Yeah, anyone can assist you. I'm gonna document or we document each of our notes. I'm gonna document it under your previous policy number if you wanna write this one down.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Uh, it's 215.
[AGENT][NEUTRAL] 0207.
[CUSTOMER][NEUTRAL] OK, so that's the prior policy number.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK great
[CUSTOMER][POSITIVE] Terrific. Listen, thank you so very much for your time. I'll, I'll wait for HR to arrive on the show.
[AGENT][NEUTRAL] OK, and then I'm just gonna indicate that you called for assistance creating an online account and that uh you enrolled.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] With an effective date.
[AGENT][NEUTRAL] Of [PII].
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Are you you enrolled, you said in November?
[CUSTOMER][NEUTRAL] Yes, open enrollment period. I think it was either October or November. I don't remember offhand.
[AGENT][NEUTRAL] 4
[AGENT][NEUTRAL] OK, so in October or?
[AGENT][NEUTRAL] November for an effective date of [PII].
[CUSTOMER][NEUTRAL] November of last year.
[CUSTOMER][NEUTRAL] Yes, I think, I think it's called the 3000 policy or something like that.
[AGENT][NEUTRAL] OK, and I'll just put you reach out.
[AGENT][NEUTRAL] OK. All right. When you speak with your employer, uh, just verify when it was sent over and how was it electronic or was it a paper file?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] And give me 1 2nd.
[CUSTOMER][POSITIVE] OK, great. Let me, uh, sure, take your time.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] OK, good. I have a question for you. I, I know that you're not seeing anything, but on those policies of 3000, you're familiar with those, right?
[AGENT][NEUTRAL] Well, I mean we have a gajillion of policies that we that we offer.
[CUSTOMER][NEUTRAL] Did
[CUSTOMER][NEUTRAL] Link.
[AGENT][NEUTRAL] So it's gonna depend on what they enrolled you in. You, it may be something different than what you previously had.
[CUSTOMER][POSITIVE] OK, OK, great.
[AGENT][NEUTRAL] Or, or it could be the same. I don't know.
[CUSTOMER][NEUTRAL] OK, alright, so what I'll do I'll I'll just check with them and call you folks back.
[AGENT][POSITIVE] OK, that'll be great. Anything else I can help right now, help you with now?
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][POSITIVE] No, that's all you've been wonderful thank you and have a great rest of the week if I don't speak to you.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] All right, [PII]. Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you.