AccountId: 011433970860
ContactId: db9cb966-322e-4b91-a8e3-d9e05672ec71
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 708380 ms
Total Talk Time (AGENT): 344936 ms
Total Talk Time (CUSTOMER): 274605 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/db9cb966-322e-4b91-a8e3-d9e05672ec71_20250616T20:27_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, yes, good afternoon. This is actually [PII] and I'm with the broker's office and I just have a quick question um regarding an email that your care team sent me late Friday afternoon.
[AGENT][NEUTRAL] OK, let's see what I can do.
[CUSTOMER][NEUTRAL] It's in regards to an employee that has a cancer policy and she's trying to upload documents and it looks like y'all might have a new portal.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, OK, all right, yes, I can assist you, Miss [PII]. Uh, let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number if you have it?
[CUSTOMER][NEUTRAL] I don't have her policy number.
[AGENT][NEUTRAL] OK, right.
[AGENT][NEUTRAL] Um, OK, so basically, um,
[AGENT][NEUTRAL] We're just sending you an email stating that we have updated our portal for the claim submission, right?
[CUSTOMER][NEUTRAL] Well, um, so initially she was she called and she was told that her policy terminated. We have no idea why she was told that, but apparently it's been reinstated now, um, but then she was trying to upload her documents for her claim, um, on the portal, and she's saying she can't access it still and so I was emailing [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] I guess she sent it to the care team. They emailed me back and said, oh well, she needs to go online to our new portal, but in the email it was confusing because it said that the uh maybe the group had to register first which didn't make any sense to me.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEGATIVE] Yeah, that doesn't sound right unless she is the main contact of the group.
[CUSTOMER][NEUTRAL] Do y'all have a brand new portal?
[AGENT][NEUTRAL] We do have a new portal that.
[CUSTOMER][NEUTRAL] Do you all have a brand new online service?
[AGENT][NEUTRAL] Yes, yes, we do, Ms. [PII], we do, um, all of our, all the members need to be register. They need to create the account again through the portal.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So what is she mhm go ahead.
[CUSTOMER][NEUTRAL] So if I give you.
[CUSTOMER][NEGATIVE] If I give you her social, birthday name or something, can you look her up to make sure she's, if she tries to go on this portal, she's very angry and she works for our largest school district, probably one of y'all's largest accounts. They're like.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You know 15,000 employees, so she's very upset and she's making a lot of noise with our client so I wanna make sure if we tell her to go on this portal and re-register that she is going to not have any problems and they will be, it will you know recognize her and all of those good things.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Uh, OK, let me see, let me make sure that all, all the information you have is what we have, and she'll be ready to do that, OK, um, so you said that you don't have the policy number, but you may have like a social or a name search or something like that that we can do.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Yeah, I have all of her personal data. I just don't have her cancer policy number.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK. All right, let's do the social.
[CUSTOMER][NEUTRAL] OK, give me one second. I have to log into my portal.
[AGENT][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] And of course everything takes, you know, authentic, you know, you have to do all this backup authentication and you know how that goes.
[AGENT][NEUTRAL] Yeah, it's OK. Yeah, I know, I know it's fine.
[AGENT][POSITIVE] Not in a rush, trust me.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, make sure I'm typing this correctly.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, let's see, sorry, give me one more second.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] Fort Worth ID.
[CUSTOMER][NEUTRAL] OK, Ms. [PII], her social is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And let me know if you need her birthday or anything else.
[AGENT][NEUTRAL] OK, let me get it here OK.
[AGENT][NEUTRAL] OK, yeah, go ahead with the birthday just to make sure we have it correctly in the system.
[CUSTOMER][NEUTRAL] OK. It's uh [PII].
[AGENT][NEUTRAL] OK, perfect. OK, how do you spell the last name just to make sure it's correctly spelled in our system.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, perfect. All right.
[AGENT][NEUTRAL] And she should have one policy, which is the cancer policy, correct?
[CUSTOMER][POSITIVE] Yes, that's correct. Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, and let me go here.
[AGENT][NEUTRAL] Um, can you, can you verify her, no, I'm sorry, can you verify your email address just to make sure we have it correctly.
[CUSTOMER][NEUTRAL] Um, yeah, I, and just before I click off of this again I show she's on the cancer we call it the low plan, but let's see, her email is.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] We've got a few in here. It's either [PII]. Is that the one you have?
[AGENT][NEUTRAL] Mhm. Yes, that's the one we have.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so that's the one she's gonna need to use to register, OK?
[AGENT][NEUTRAL] Um, all right. And then, um, do you have her address where you can verify the zip code just to make sure that it is correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, I actually show a PO box, so let's make sure that matches. Um, we show [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm, OK, yeah, that is the code that we have [PII]. OK, and let me see one more time.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] First right. The date of birth is right. Last name is right, the email is right. OK, so it looks like all the information that you have given me is the same information we have here. Now the only other thing that I see that it may ask for, which is not required, um, there are only 3 things that are required for any members to um register, which is the ones that has the little asterisk beside it, a red asterisk.
[AGENT][NEUTRAL] Um, and it's usually the last name, the email address, and that phone number. So, um, let me have the phone number that you think she may be using to register.
[CUSTOMER][NEUTRAL] Um, OK, let's see.
[CUSTOMER][NEUTRAL] She has her it looks like she only has one number listed [PII].
[AGENT][NEUTRAL] OK, yes. So that is correct. So that is the one that she's gonna be needing to use to go ahead and um get registered. Um, but all she needs to do.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I go to the portal and click on create your OSC account.
[AGENT][NEUTRAL] And then from there just um follow the steps which is um that she's the insured and um just her personal information, the one that I said that it's gonna be after the accident. It's gonna be like a red asterisk that she needs to put those that are the most important ones in. Um, I think we have like a help sheet. Let me see if I can find it so I can send you a copy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, one moment.
[CUSTOMER][POSITIVE] I actually got one from your care team um let me find my email really quick and it basically gave step by step, step by step PDF instructions.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh, yeah. OK.
[CUSTOMER][NEUTRAL] Setting up an OSC account, is that what you were gonna reference?
[AGENT][NEUTRAL] Uh-huh, yeah, that's it.
[CUSTOMER][POSITIVE] OK, perfect. I do have that and it's very helpful.
[AGENT][NEUTRAL] How to create
[AGENT][NEUTRAL] OK, perfect, perfect. OK, so you just need to follow those and she should be able to get her policy running um in a few minutes. Uh it is um just to let you know, um, we are, we have added more security so it's gonna be a little bit more steps than the old one because it's a little bit more security for our members. So she's gonna need to get a code and do the code twice. So it's a little.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't know if you just wanna just I let her know that it has an extra security feature for her own protection, but it, it takes a little bit more than the old one. The old one was a little bit more easier to put in, you know, to get register.
[CUSTOMER][NEUTRAL] OK, let me ask you this is so I'm assuming that every single person that's with APL that has a cancer plan.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] We'll have to have, no, if someone tries to log into their old portal, it's not going to work and if you have a plan that you all have to register moving forward. Is that correct?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That is correct. Yes, if anybody that has a policy, any type of product, any type of policy with um a starting, I believe it was on the [PII], I believe it was the [PII], starting on the [PII] of this month, our website updated so everybody needs to re-register.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and is it telling them that when they try to log in that y'all updated anything or did y'all send information out to each policy holder?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, um, we did send emails to everybody that had an email in the system, um, so everybody was notified by email that they needed to recreate their OSC, um, but they're working.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You know, on getting a banner put in the website letting them know that they need to reregister and I do apologize, it was not there before they just, uh, discovered that so they're working on getting a banner to pop up and say you need to be you know, reregister if you have not done so since the [PII] of this month.
[CUSTOMER][POSITIVE] OK, perfect. Well, I appreciate all of your help. I will get this information over to her and I really thank you for double checking everything for me.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome, Miss [PII]. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] I think that's it. Thank you so much.
[AGENT][POSITIVE] All right. You're welcome. You have a good afternoon. You have any other questions or concerns, just feel free to call us back, OK? Thank you.
[CUSTOMER][POSITIVE] Bye-bye. You too.
[CUSTOMER][POSITIVE] Will do. Thank you.