AccountId: 011433970860
ContactId: e11ef601-0514-45b5-be0f-d87a81025e47
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1038458 ms
Total Talk Time (AGENT): 366835 ms
Total Talk Time (CUSTOMER): 727660 ms
Interruptions: 13
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/e11ef601-0514-45b5-be0f-d87a81025e47_20250221T14:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, good morning, um, I'm calling. My name is [PII]. I'm trying to actually get into my APL. I just said, created a new account yesterday. I know my password. I know the user name, but I'm on my phone actually, and because of the text came on my phone, so I tried to, you know, open the link and it's saying it's not recognizing.
[CUSTOMER][NEGATIVE] The um it's not recognizing I'm sorry the um password so I'm trying to set it. I'm here it's giving me all these crazy numbers saying it's strong. I don't want that. I want to be able to set it my own password, but it won't let me get beyond that. How do I get past that? Because I'm it's showing here strong password with all these crazy symbols and stuff, but I should be allowed to do my own.
[AGENT][NEUTRAL] OK, so for so Miss [PII], you're trying to reset your password in the portal, is that correct?
[CUSTOMER][NEUTRAL] Yes, I'm, I'm on my phone, on my phone, yes, ma'am, because the text came to my phone.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] All right, so I can try and help you with this. First, Miss [PII], I will need to pull up your information and verify some things with you for security. So what is a good callback number for you in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And your policy number, please?
[CUSTOMER][NEUTRAL] Oh Lord, hold on let me.
[AGENT][NEUTRAL] Now, if, if it's easier for you, Ms. [PII], I can look it up with your full social if you're the primary policyholder.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, let me give you my social because I would have to go through my papers. [PII].
[AGENT][NEUTRAL] OK, thank you. One moment please.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I don't know why it's not I I just said this yesterday.
[AGENT][NEUTRAL] OK, so first off, Ms. [PII], if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is also the same as your, uh, excuse me, the phone number you gave me. So again, that is the best phone number we should have for you, is that correct?
[CUSTOMER][POSITIVE] That's correct. Mhm.
[AGENT][POSITIVE] Thank you and lastly your email address please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. All right, thank you. So did you forget your password and you're trying to reset it?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][POSITIVE] No, I didn't. I just said, no ma'am, I just set this. I, and I literally just created the account yesterday with a rep on, on, on, um, the phone with me. We set it up but I was on my, um, and my desktop, but you know I had it to go to my phone for updates because I had to do a claim and I, um, she and I went through the whole thing yesterday and set up the created the account. I actually written down the password. I already knew what it was. I written it down and just double check.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And I'm like, why is this not recognizing this? So I don't know if it's because it's on my phone, maybe, but I don't know.
[AGENT][NEUTRAL] That could possibly, that could possibly be me at Ms. [PII]. Now, I can see your policy, I mean, your account is showing as active. We don't have access to your passwords. We only can see your username.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] But the thing is, if I'm gonna be able to accept updates on my phone if I can't get into the phone, what sense does that make? I mean, you know what I'm saying, that's the thing because it asks you where do you, would you like to have your updates sent to you via your SMS? Yes, so of course for me to get in I gotta provide the information they're asking which is my password and my username, so that doesn't make any sense.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Right. And
[AGENT][NEUTRAL] And your username, what what again are you entering as your username, Ms. [PII]?
[CUSTOMER][NEUTRAL] My, my first and last name.
[AGENT][NEUTRAL] All lowercase, correct?
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am.
[AGENT][NEUTRAL] OK, so there's something about the password either maybe it's.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] You know, maybe you have just one character off from what you said.
[CUSTOMER][NEUTRAL] No, I, I.
[AGENT][NEUTRAL] But it does have a minimum criteria that has to be met on the password. It can't just be any.
[CUSTOMER][POSITIVE] I did, yeah, but I, exactly, but I, there's nothing wrong with the password because I got into it several times yesterday on the desktop. That's why I know it gotta be something with the phone. I used that same password yesterday over and over because the lady and I, she was very patient with me. We were going through documents. I had a lot of documents that I had to sign. And so we had to go in and out and I used it like at least 3 times to sign in and out. And it was the same password, it was no, no issues.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I, I really don't understand this.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] Yes, ma'am. I mean, you should be able to.
[CUSTOMER][NEGATIVE] But the thing is right now, just for me to, all it's asking me is to create a new password and it's giving me the yellow strong password where they recommend, which I don't because I'm not gonna remember all these crazy letters and numbers that they got juggled here. You usually can do your own password. That's where I'm stuck at, cause I'm trying to create my new password, another a new password as it's requesting me to do on my phone and it won't even let me do that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so let's start, let's try and start over, Miss [PII] to see if I can help you. It shouldn't have asked you for a new password if you were just entering.
[CUSTOMER][NEGATIVE] No, it's asking me to create a new one because it's not accepting the one that I have.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, but it allowed you yesterday. So let's just go back to the very beginning.
[CUSTOMER][NEUTRAL] And I put in, just so you know, I put in forgot password so that I can try to reset it and I was actually gonna reset it with the same password that I know I have, since it's not recognized.
[AGENT][NEGATIVE] Right. And you're, it's not gonna allow you to do that, right. It won't allow you to do that for security.
[CUSTOMER][NEUTRAL] Well, I don't know why not, because they say that that's not the password, so if it's not the password, it shouldn't accept it as a password.
[AGENT][NEUTRAL] OK, so what, I said do you want to try and just start back over instead of doing the forgot path?
[CUSTOMER][NEUTRAL] Yeah, let me go back out. Let me go back out and go back into the text message that they sent me and um go from there.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I, I assure you that I, this is my password. I just did it.
[AGENT][NEUTRAL] So, yes, let's work, OK. And
[CUSTOMER][NEUTRAL] Let me just
[CUSTOMER][NEUTRAL] Let me go back to the text. OK, hold on.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I don't even see my text now.
[CUSTOMER][NEUTRAL] OK, here it is, your claim is now complete.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'm gonna click on the link.
[CUSTOMER][NEUTRAL] I yeah.
[AGENT][NEUTRAL] OK. And then tell me because I'm, I can't see exactly what you see.
[CUSTOMER][NEUTRAL] And it goes right here it says log in user name. OK, I'm gonna put my.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so just, uh-huh.
[CUSTOMER][NEUTRAL] I'm sorry, put the username in and what it does is say it's either the user name or the password, but it's not, it's not neither. I promise you I wrote it down and everything and I purposely did that even though I could remember.
[CUSTOMER][NEUTRAL] I'm gonna put the password in again as to what I know it to be.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, hold on. Do it one letter at a time.
[AGENT][POSITIVE] OK. Take your time. No hurry.
[CUSTOMER][NEGATIVE] No, I am, ma'am. It's just frustrating with these things, and sometimes these things do that. I hate that. OK, A, so I did the symbol.
[AGENT][NEUTRAL] That's.
[CUSTOMER][NEGATIVE] I'm going to submit, let's see what happens invalid user name or password and that's absolutely incorrect, that's incorrect. The user name is what it is. I, I don't understand this.
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] Let me see if I can do it on the on the desktop. I don't, I really didn't wanna go back into my.
[CUSTOMER][NEUTRAL] Machine my thing but see the desktop I got it saved so it's like not gonna even let me.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] But you said you wrote your password down, right? For yourself? OK. OK.
[CUSTOMER][POSITIVE] Of course, of course, of course.
[CUSTOMER][NEUTRAL] OK, hold on a second, hold on, hold on, hold on.
[CUSTOMER][NEUTRAL] You know what I'm fussing with you.
[CUSTOMER][NEUTRAL] I didn't do that one. It's me. I apologize. It is me.
[AGENT][POSITIVE] No, no worries, no worries this day and time, this day and time, Miss [PII], we all have so many portals, so many usernames and passwords and.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh God.
[CUSTOMER][NEUTRAL] I have so many doggone passwords, it's crazy. Hold on, give me a second.
[AGENT][NEGATIVE] Right, and it's a shame we can't use the same one, you know, for everything, but we just can't because if a hacker gets one, they get them all.
[CUSTOMER][POSITIVE] Yeah, that's what it was. I, I so apologize. It was me, it was me, it's me, ma'am.
[AGENT][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] You're fine. You are totally fine, Ms. [PII]. Yes, ma'am, certainly. So, can I help you with anything else?
[CUSTOMER][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] No, wait before you get off. Let me see if I see what information I'm looking for.
[AGENT][NEUTRAL] Uh-huh. OK.
[CUSTOMER][NEUTRAL] OK claim process.
[AGENT][NEUTRAL] Sure. And it's
[CUSTOMER][NEUTRAL] It's OK, so it says here, oh, OK, upload sound. So it says upload, so I guess it's just showing me that this, they've already processed the information and then from there, I just have to wait, right?
[CUSTOMER][NEUTRAL] Or do I open, it says upload.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] Upload file.
[AGENT][NEUTRAL] No, you don't need to upload. You should see a claim and you may not can see that you, OK, so you did get the text message alerting you that the claim has been processed. However, because it just went through our nightly processing last night, you may not be able to see the claim number and the explanation of benefits yet because it takes a little time, probably by this afternoon or tomorrow you would be able to see that.
[CUSTOMER][NEUTRAL] Uh-huh, I'm in here now, yeah.
[AGENT][NEUTRAL] But do you see a claim number that says 356-662-4?
[CUSTOMER][NEUTRAL] Hold on, hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] It just has here APL insured example ID cards, upload documents upload load documents. I don't even see a number. It's giving me the confirmation number process to two numbers that's processed.
[AGENT][NEUTRAL] OK, so you
[CUSTOMER][NEUTRAL] Which was done.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Yes, and so there were 2 diff, there was 1 claim number, uh-huh.
[CUSTOMER][NEUTRAL] This is apparently something old maybe hold on let me, OK, here we go so date received 2-19-2024, hold on one second, ma'am, um, 22-192025. hold on one second, ma'am. Hello, good morning Ms. [PII].
[AGENT][NEUTRAL] Are you, OK.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Hey dear, how are you? Give me about 10 minutes, I'll call you back, OK?
[CUSTOMER][NEUTRAL] Oh, OK, bye bye.
[CUSTOMER][NEUTRAL] Um, so what I'm saying, I'm reading across the board what's showing here. It just shows status, it give me two claim numbers. Service date was 8-14-2024. I guess that was something else that I may have sent in. Then it goes on, it says again will my applicant.
[CUSTOMER][NEUTRAL] Um, Medlink Group.
[CUSTOMER][NEUTRAL] And needs to give me the policy number 1,423,890.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the date received, which was yesterday's date.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And that's it. Oh, it did give me a claim number, but it's cut off. It's 3566 that's all I see is that what you're asking me about?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. Uh-huh. And that should be a different color. Can you click on that?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Hold on, let me see if I can click on it because it, I'm still on my phone. I may have to go on my computer because it what's happening is this the, the, the number, the claim number is like it's almost at the very edge of the phone like it's cut off.
[AGENT][NEUTRAL] If
[AGENT][NEUTRAL] And you're, are you still on your phone, Ms. [PII], or are you on your computer?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is it in a different color though? like blue? OK. See if you can just click on that. Mhm. And
[CUSTOMER][NEUTRAL] Yes it is. Let me, let me pull it up on my computer.
[CUSTOMER][NEGATIVE] I'm trying, but because I'm trying, but what happened is it's right at the edge of the phone, and it's not letting me open it up. Let me just click on it on the on the computer because it's cutting off half of the number like the 24 is not even there. Now when I get to my computer, it's, it's the whole number is there. I don't know why it's like that. It should you would think the whole number would show up, but it's not on my phone.
[AGENT][NEUTRAL] Most, yes, ma'am. Most portals though do not have as much functionality overall as on a computer.
[AGENT][NEUTRAL] And like, like on this portal.
[CUSTOMER][NEGATIVE] Yeah. So it's OK. I'm gonna, I'm on, I'm going to click on it now on my phone, on my computer, unfortunately. So the the phone ain't gonna help me then if it's gonna be like this because I won't be able to click it on because it's not giving me the whole number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see, it's opening.
[CUSTOMER][NEUTRAL] It's loading.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Oh viewfiles OK.
[CUSTOMER][NEUTRAL] Select a file to preview.
[CUSTOMER][NEUTRAL] So do I do the claim? I don't know which one I'm selecting.
[AGENT][NEUTRAL] Yes, ma'am, click on the claim number. Mhm.
[CUSTOMER][NEUTRAL] No, I'm, I'm past that. I'm at the viewer, the file viewer, so I guess I view the documents then, right?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I guess, I don't know.
[CUSTOMER][NEUTRAL] 00, it's just showing what I sent them.
[CUSTOMER][NEGATIVE] That's, I guess they just let me know this is what they received from me because that's all I'm getting is literally what I sent them yesterday.
[CUSTOMER][NEUTRAL] And this is the beginning, I get it. I'm just trying to understand how this works, but I now know I will have to go to a computer because obviously the phone is not big enough for everything.
[CUSTOMER][NEUTRAL] For me to click on.
[CUSTOMER][NEUTRAL] Yeah, I, I see what it is. It's showing me um the documents.
[CUSTOMER][NEUTRAL] Now they also have a APL claim.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] With my name, it's 3 different things. Do I click on all of them?
[AGENT][NEUTRAL] You should click on the blue the the claim number.
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] All of them are in blue. OK, that's the sec. OK, I see what they did. They're just showing me the different documents that I sent. That's all they're doing.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I guess well in other words, they process it and they just let me know they process it and I guess I just have to keep um waiting.
[CUSTOMER][NEUTRAL] For the update of what the outcome is.
[CUSTOMER][NEUTRAL] OK. Cause what happened, I sent him in because when I did therapy, um, I had to do therapy for my knee.
[CUSTOMER][NEUTRAL] And the whole time that I did it, I don't know what I was thinking. I did give them my admin card, but I didn't give them my ATL card. So in other words, my supplemental, which is ATL, was not included in the billing and so I had to send all the information to them. So I guess I'll wait and see, uh wait for another.
[CUSTOMER][NEUTRAL] Um, email from them maybe cause they say your claim is not complete, but they, I'm not saying anything other than the documents I sent them.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so as I explained to you because this just went through our processing last night, your explanation of benefits may not be doable to you yet.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][POSITIVE] But you did receive that you had opted in for text notification alerts to let you know when the claim had been processed. That's what it did. Now, there was a benefit paid in the amount um for you of, give me just one moment to get back there, $1000.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK, so they did pay it, OK.
[AGENT][NEUTRAL] Yes, ma'am. And that was issued in the form of a check.
[CUSTOMER][NEUTRAL] OK, OK
[CUSTOMER][POSITIVE] OK, perfect. So they paid it to the to the people that to North Shore that needs to be paid, right? Hopefully.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh, no, ma'am. This was issued to you.
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] OK then I have to send it to the North Shore for my billing. OK, I get it. I'll send when I get it I'll just send that over to them. OK, thank you so much. OK.
[AGENT][NEUTRAL] Yes. Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, you're welcome. Is there anything else, Miss [PII], I can help you with today?
[CUSTOMER][POSITIVE] No, no, that's it I appreciate your help thank you so much.
[AGENT][POSITIVE] You're certainly welcome. Yes, ma'am. And thank you for calling ATL.
[CUSTOMER][NEUTRAL] And that is probably why they're asking me because what that that that thing is is telling me to set up like um uh uh set up my um.
[CUSTOMER][NEUTRAL] What they call the thing direct deposit.
[AGENT][NEUTRAL] Yes, ma'am. You can set up direct deposit for future claims if you would like, so that if there are benefits payable, they could be directly, you know, deposited into your bank account instead of us having to mail you a check. But that's entirely up to you.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] But they
[CUSTOMER][NEUTRAL] And that's the thing, have they already mailed it out?
[AGENT][NEUTRAL] Yes, ma'am. It would go out today. It's already gone through the processing for a check.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK, well that's fine. Don't worry about it. I'll, yeah, because I can't even get into my com my lap my phone and I'm not gonna put my information on my work computer, so I'll wait for the check and I'll just send it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Um, put it in my account that way and send it to, um, Northshore. I appreciate it. Thank you so much.
[AGENT][POSITIVE] Yes, ma'am. Well, you're very welcome. And again, thank you for calling APL Ms. [PII]. I hope you have a wonderful weekend.
[CUSTOMER][POSITIVE] You too thanks bye bye.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Bye.