AccountId: 011433970860
ContactId: d2a925b6-64dd-40ab-a6cc-8924653b393f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 423059 ms
Total Talk Time (AGENT): 123415 ms
Total Talk Time (CUSTOMER): 227091 ms
Interruptions: 4
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/d2a925b6-64dd-40ab-a6cc-8924653b393f_20250410T18:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Um, I have an APL, um, sorry, I have an APL coverage, but I left my company and I came back so I don't know how to log in to get onto the website and it's saying I'm not allowed to reset my password.
[AGENT][NEUTRAL] OK, I can look at that for you. Um, do you have me on speakerphone?
[CUSTOMER][NEUTRAL] No, I do not.
[AGENT][NEUTRAL] OK, because your voice is very light. You said your name is [PII]?
[CUSTOMER][POSITIVE] Yes, [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And do you have a policy number, [PII]?
[CUSTOMER][NEGATIVE] I do not. They never mailed my cards.
[AGENT][NEUTRAL] OK. What's the spelling of your last name?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Got it. And what's your date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] And a good phone number in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, who is your employer?
[CUSTOMER][NEUTRAL] It is Polaris Pharmacy Services.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And can I search it by your social security number?
[CUSTOMER][NEUTRAL] Sure thing.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Spell your first name for me again.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I wrote it down wrong. OK, so let's see.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] And do you know what type of policy it is that you have?
[CUSTOMER][NEUTRAL] Um, just a gap plan.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see, hold on, because I, I think I still have all the information from when I signed up and what they called it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] APL gap plan.
[CUSTOMER][NEGATIVE] APL 2, I think that's all these notes are so terrible.
[AGENT][NEUTRAL] Mhm. So I have your policy number if you want to write it down.
[CUSTOMER][NEUTRAL] Oh yeah, yeah, yeah, give me one second.
[AGENT][NEUTRAL] Let me know when you're ready.
[CUSTOMER][NEGATIVE] Stupid pin died, it never failed.
[CUSTOMER][POSITIVE] Yes, I am ready.
[AGENT][NEUTRAL] It's 255.
[AGENT][NEUTRAL] 07
[AGENT][NEUTRAL] 45.
[AGENT][NEUTRAL] And you said the employer name is LTC Pharma Holdings?
[CUSTOMER][NEUTRAL] Um, Polaris Pharmacy Services.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And if you could verify your complete mailing address for me and your email please.
[CUSTOMER][NEUTRAL] Sure. Um, so I have moved, so I'm gonna give you two different addresses just to make sure. So,
[CUSTOMER][NEUTRAL] Um, my current address is [PII]. However,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it might be the same, but like it's, it would have been [PII] or [PII] and [PII], but pretty much everything was the same.
[AGENT][NEUTRAL] Mhm. So the address you just gave me is what we have on file, but did you say the city is [PII]?
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, so, so we have your current address on file and what is your email address?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so my company email is [PII].
[AGENT][POSITIVE] OK, that is what we show. Thank you for verifying that for me. And how can I help you today?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So, um, I'm not able, I wanna, I wanna um submit a claim and I'm just not able to reset it online.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Got it. You did say that at the beginning, didn't you?
[CUSTOMER][NEUTRAL] It's OK, yeah, like it's, it's been a long week.
[AGENT][NEUTRAL] Let me pull up your information.
[AGENT][NEUTRAL] Almost there almost a Friday.
[CUSTOMER][NEUTRAL] Like.
[CUSTOMER][POSITIVE] Yeah, thankfully.
[AGENT][NEUTRAL] OK, so I'm showing that your account is active. What username are you entering?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I was entering my email, is that correct?
[AGENT][NEUTRAL] For your username?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mm mm it's not your email. I can give you your username if you would like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, all lower case.
[AGENT][NEUTRAL] Uh, it's gonna be your first name.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] And then [PII], that's all together.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so let's see if the reset password works now.
[CUSTOMER][POSITIVE] Hey, yes, oh my [PII], yes, this is what I wanna do.
[CUSTOMER][NEUTRAL] OK. All right, now it's prompting me for the verification and doing all the resets. OK. OK. I think we're cooking with some hot water, uh.
[AGENT][NEUTRAL] What does it say specifically? Is it asking for you to create another password?
[CUSTOMER][NEUTRAL] Um, so
[CUSTOMER][POSITIVE] It asked me to do a verification number because I asked for a reset but we're on the right track we're good yep we are there now.
[AGENT][NEUTRAL] Oh, OK. OK. [PII].
[AGENT][NEUTRAL] Anything else?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, I think that is, I think that's all. That's all I need. Thank you so much.
[AGENT][POSITIVE] OK, I can stay on the line with you until it's set up. It's up to you.
[CUSTOMER][NEUTRAL] Damn, I'm I'm almost there anyways.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's make sure, yes, I'm in I am in.
[CUSTOMER][NEUTRAL] OK, um, it doesn't matter if I like submit more than one claim at a time, does it? Because of course, you know, the hospital never sends you one bill at once. They send you like 6 bills because that's just the way they work.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yeah, you could, you could upload them as you get them.
[CUSTOMER][NEUTRAL] Is that like
[AGENT][NEUTRAL] That's fine.
[CUSTOMER][POSITIVE] OK, alright, that works. OK, well thank you so much I appreciate your help.
[AGENT][NEUTRAL] Oh, you're welcome, [PII]. Anything else?
[CUSTOMER][NEUTRAL] No, ma'am. That's it.
[AGENT][POSITIVE] OK. All right. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Um, bye-bye.