AccountId: 011433970860
ContactId: d434a4b0-6760-46f9-8d01-42f176d62def
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 425440 ms
Total Talk Time (AGENT): 212988 ms
Total Talk Time (CUSTOMER): 191798 ms
Interruptions: 6
Overall Sentiment: AGENT=0.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/d434a4b0-6760-46f9-8d01-42f176d62def_20250417T17:54_UTC.wav
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[CUSTOMER][NEUTRAL] I have yeah.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], yes, um, I'm trying to create, um.
[CUSTOMER][NEGATIVE] An account so that I can check uh my claims um and and I uh I put in all all of the information that I'm asked but uh then when I get to when I go to Nex it says uh there seems to be a problem and it gives me your phone number.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] To call.
[AGENT][NEUTRAL] OK, does, does it say like user not found or something like that?
[CUSTOMER][NEUTRAL] Exactly, yes, that's what it says, yeah, [PII].
[AGENT][NEUTRAL] OK, yeah, so that is very common um the reason is the information that you enter does have to match what we have in our system so we can go through and just verify that all of that is correct um what was your name?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh [PII], last name is [PII]
[AGENT][NEUTRAL] OK, and then [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] OK, uh, [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, yes, F as in Frank, A as in apple, 2000.
[AGENT][NEUTRAL] OK, so that's not uh one of our policy numbers, [PII]. Um, I can start using your social.
[CUSTOMER][NEUTRAL] OK, uh, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] There we are, OK, and I'm just gonna verify some information really quick. [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] Uh yes, [PII].
[AGENT][NEUTRAL] Perfect alright and then here's the kicker right here, um, we don't have an email address on file for you, so the email that you enter, uh, when you create the account we have to have the same one in our system. uh, so what would you like that email to be?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Ah, OK.
[CUSTOMER][NEUTRAL] It's uh [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so that was [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I will go ahead and get that added and then um did you want me to go ahead and give you your correct uh policy number?
[CUSTOMER][NEUTRAL] Please, yes.
[AGENT][NEUTRAL] OK, yeah, are you ready for it now?
[CUSTOMER][NEUTRAL] Yes I am.
[AGENT][NEUTRAL] OK, that is 0255.
[AGENT][NEUTRAL] 5948.
[CUSTOMER][NEUTRAL] Oh, that's the policy. oh OK.
[AGENT][NEUTRAL] Yes, OK, alright, so I did just go ahead.
[CUSTOMER][NEUTRAL] 00, because when I'm trying to enter that it says not policy number, so that was kind of confusing.
[AGENT][NEUTRAL] Uh, when you entered it where? I'm sorry.
[CUSTOMER][NEUTRAL] When we're entering, yeah, uh, yeah, when I go into, uh, where it says to log in.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I entered the policy and and uh and it said not policy number so that's kind of.
[AGENT][NEUTRAL] Oh, OK, so I'm.
[AGENT][NEUTRAL] Right, OK, so.
[CUSTOMER][NEUTRAL] So I entered the member ID and that was.
[AGENT][NEUTRAL] No, OK, so there's going to be a spot, of course, um, are you on the website right now?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, yes, I am.
[AGENT][NEUTRAL] OK, so and then just to confirm, uh, you are selecting the top option that says that this is for your individual policy correct?
[CUSTOMER][POSITIVE] Exactly individual account yes mhm.
[AGENT][NEUTRAL] OK, so the spot where it asks for a member ID or a social, you will go ahead and put in your social there so the member ID is completely different. This policy does not have a member ID some of them do, some of them do not.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, I did 559-612000 OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And then of course you would use that same email.
[CUSTOMER][NEUTRAL] Ah, OK, and then it went to ready to create your account username password, OK, got it.
[AGENT][POSITIVE] Awesome.
[AGENT][NEUTRAL] OK, yes.
[CUSTOMER][POSITIVE] Oh, OK, perfect. So then that'll probably, OK, alrighty, I'll do that.
[AGENT][NEUTRAL] Alright, was there anything else I can help you send you?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Oh, is it possible, possible for you to check what I've used, um, what I have available still on my account for the year?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Um, I'm not showing that we have any claims on file for you, [PII], so you should have that full benefit amount.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Are you sure?
[AGENT][NEUTRAL] Yes, I'm not showing that we haven't received any claims uh for you.
[CUSTOMER][NEGATIVE] Sure, I'm not showing that they have received any claims from me. How can that be? I'm so confused.
[CUSTOMER][NEUTRAL] OK, uh, yeah, you don't have any claims at all because I've had some treatment done and I've got some testings, so I'm talking to you, how can they say that.
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] No, um, now where you went for treatment, um, did you give them this information?
[CUSTOMER][NEUTRAL] You haven't put them through and how much you tell me that I don't.
[CUSTOMER][NEUTRAL] Yes, I did. I have given to everybody, to everybody I have given them my information.
[AGENT][NEUTRAL] OK, OK, I would verify.
[AGENT][NEUTRAL] So there's a couple different things. Either number one, it wasn't necessary and there wasn't anything left over uh from your primary insurance or they um might have simply forgotten or don't have the correct information. So have you been receiving any bills or anything like that?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] No, no, but I was, I went to have a test done yesterday and I was told that that I have already used the benefits for the year, but you, you don't show that there's any, that I don't, I don't have any.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Any claims? No claims have been um sent to you?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Not at all, no, ma'am. um, so I don't know where that information came from. I would, uh, reach back out to them, uh, of course let them know that we've spoken if they need to give us a call but are more than welcome to we do talk to providers all the time, so hopefully we could, um, alleviate any kind of confusion that there might be.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Right, right, OK, OK, well, thanks for your help. Thank you.
[AGENT][NEUTRAL] Of course and uh for some reason um because sometimes there are some providers that just do not want to mess with any sort of secondary or supplemental uh policies at all um and that does not mean that you you can still file those claims yourself. I would always just encourage them to do it first because that's a lot less that you have to worry about if they do it um but yeah if there's any questions or confusion you reach out or they can reach out whatever is easier.
[CUSTOMER][NEUTRAL] Right. Oh.
[CUSTOMER][POSITIVE] Exactly.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Got it. OK, thank you so much.
[AGENT][POSITIVE] Alright, you are very welcome. I hope you have a great rest of your day, [PII]. Thank you bye bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thanks, thanks, thank you, bye.