AccountId: 011433970860
ContactId: cd4c90ea-ff98-4259-98c4-0fa851b0fd0b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 598330 ms
Total Talk Time (AGENT): 213286 ms
Total Talk Time (CUSTOMER): 215272 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/cd4c90ea-ff98-4259-98c4-0fa851b0fd0b_20250618T14:34_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] Hey, [PII], my name is [PII], and I am calling um because for some reason, my website, um, I'm a group administrator, and I have a username and not like an email address. I mean, I have an email address, but it, my log in, when I click log in now it asks for an email address and not a username and now it won't let me in.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. Uh well, I can help you with the online service center. I'm definitely sorry for all the confusion. Um, with the new launch of the online service center, it does ask for the email now versus the username and password, and it'll use the email to sync the two, but I can definitely help you and hopefully we can get you logged in. Um, can you repeat your name for me, please, and can you provide your group number?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[CUSTOMER][NEUTRAL] And the group number is 26631 for Broma Restaurant Group.
[AGENT][NEUTRAL] Alright, hold on one moment.
[AGENT][NEUTRAL] OK, here we go. And [PII], I just need you to verify the mailing address, phone number, and your email address for the group.
[CUSTOMER][NEUTRAL] Uh, so I don't know whether they have the PO box or the street name. It's [PII] is the street.
[AGENT][NEUTRAL] Mhm. We have both, so either one is fine.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, perfect. I was like, I don't know which one you have, um, and then my phone number is [PII], but the office phone number is [PII].
[AGENT][NEUTRAL] OK, so the um [PII] number is on here and then what's your email address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Um, so I'm gonna try to go through the steps on my end. So basically everybody um has to create a new OSC account under the new um system on the portal. So, hold on one moment, I'm just gonna see if it will let me get to the verifying. If so, I can help you. Hold on one second.
[CUSTOMER][POSITIVE] Perfect. Yeah, it wouldn't let me do it. It was like, we do not recognize. And I'm like, how do you not recognize me all of a sudden?
[AGENT][NEUTRAL] Oh, what is happening? I'm sorry.
[CUSTOMER][NEUTRAL] Right?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm almost done. Hold on one second.
[AGENT][NEUTRAL] This is [PII].
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What about that one?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I think I figured out what's happening.
[CUSTOMER][NEUTRAL] So it's not just me, is that what I'm hearing? OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, OK, so, no, it's not just you, it's me, me too, but I did figure it out. So I guess because we have both addresses on there, I put the [PII], I mean [PII].
[CUSTOMER][NEUTRAL] Yes, OK.
[AGENT][NEUTRAL] For the [PII], because that's what we have first, the physical address, but then I got that error that says no user found. So then I tried the [PII] for the PO box and it worked.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Ah, OK.
[AGENT][NEUTRAL] So go through those steps again and let me know what happens. I'm just trying to get you to the, there's a screen that asks for like um to send the verification code and then change the password. I'm trying to get you to that screen.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh, that's still my name, right? OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, complete your account set up, continue.
[CUSTOMER][NEUTRAL] OK, verification is necessary, click that and verification code.
[AGENT][NEUTRAL] OK, yes.
[AGENT][NEUTRAL] It may take a minute for you to get the code though, but um let me know if you need any help.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, don't leave me yet. I've been struggling all week, I promise you.
[AGENT][NEGATIVE] Oh, no, I'm not. I won't.
[CUSTOMER][NEUTRAL] It's been a week.
[AGENT][NEUTRAL] It's been
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Have you had a week too? Have we all just had a week?
[AGENT][NEUTRAL] Yeah, boy.
[CUSTOMER][NEUTRAL] find out right.
[AGENT][NEUTRAL] And it's only.
[CUSTOMER][NEUTRAL] For the this.
[CUSTOMER][NEUTRAL] For the display name, what?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is that my name?
[AGENT][NEUTRAL] Um, so since it's for the group, uh, usually for the display name, I will put the group name and then for the given name, put yours.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK, let's see, I think I just got an email for that.
[CUSTOMER][NEUTRAL] Ok verification code.
[CUSTOMER][NEUTRAL] Verify code.
[CUSTOMER][NEUTRAL] Uh-huh, I think I'm in.
[CUSTOMER][NEUTRAL] But I might need you one more time because I had one of the owners had a question and that was the whole reason of me doing this.
[AGENT][NEUTRAL] Oh, you're fine.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you know when it's an owner you don't wanna be like just go online because they're the owner so.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah I have an answer. I get it. No, I'm here.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Absolutely, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, everything's opening up.
[CUSTOMER][NEUTRAL] Welcome to the new online service center, OK.
[CUSTOMER][NEUTRAL] OK, OK, OK.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Group are.
[CUSTOMER][NEUTRAL] The claim forms out here because she was looking.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] Um, a claim form and I tried to pull it online.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] But it was only pulling section A, like section B through F were it was like 3 pages and B through F were 100% missing.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] No, I'm trying.
[AGENT][NEUTRAL] So that's outside of the portal. So go ahead and open up a new tab.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then, um, what, well, first let me ask you what um claim form were you trying to?
[AGENT][NEUTRAL] Um, use
[CUSTOMER][NEUTRAL] We have the gap insurance for you guys, which I think is the hospital indemnity.
[AGENT][NEUTRAL] Mid
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mailing, OK. Um, so go ahead and go to [PII].
[CUSTOMER][NEUTRAL] Am public.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Oh well, again, if I could spell spelling the thing, OK.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Alright, so I'm there
[AGENT][NEUTRAL] All right, you're going to click on claims and forms to the top right.
[AGENT][NEUTRAL] And scroll all the way down, you're gonna see claim forms and policy change documents, keep scrolling.
[AGENT][NEUTRAL] So you see the 123, page 123 is right under Everyday Solutions claim form.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, go ahead and click on number 2.
[AGENT][NEUTRAL] And you're looking for the Medlink claim form, which is the 3rd on the 2nd page and you'll download that form.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh, that's amazing. OK, let's see.
[CUSTOMER][NEUTRAL] So sections A through C, so there's section A, section B.
[CUSTOMER][NEUTRAL] We're section C.
[AGENT][NEUTRAL] Hold on, let me, um, I'm, I'm wait I'm downloading it too.
[AGENT][NEUTRAL] So I can see it with you. OK, what did you say now?
[CUSTOMER][POSITIVE] Oh OK OK I never mind, I'm with you I'm with you.
[AGENT][POSITIVE] You got it.
[CUSTOMER][POSITIVE] So perfect.
[CUSTOMER][NEUTRAL] And I'm also going to send her the online instructions, but I feel very confident that she's not going to do it online because she's the owner, so.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] She's gonna, she wants to do everything, you know, paper forms. So.
[AGENT][NEUTRAL] Mhm. Sit it in.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Yeah, alright, so I'm gonna send you. OK, perfect. So she would just send this in and with the EOB and the itemized and all that. OK, perfect.
[CUSTOMER][NEUTRAL] All right, I think that's all I need.
[AGENT][POSITIVE] Alrighty, [PII]. Alright, well, thank you so much for calling APL [PII]. I hope you have a great day.
[CUSTOMER][POSITIVE] You too. I hope your week gets better.
[AGENT][POSITIVE] Thank you, you also.
[CUSTOMER][POSITIVE] All right. Thank you, bye.
[AGENT][POSITIVE] Alright. Thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.