AccountId: 011433970860
ContactId: e2c89504-9d7c-4382-a408-f246700d46a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 670140 ms
Total Talk Time (AGENT): 409219 ms
Total Talk Time (CUSTOMER): 207040 ms
Interruptions: 4
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/e2c89504-9d7c-4382-a408-f246700d46a8_20250129T20:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. You're speaking with BSC. How may I help you today?
[CUSTOMER][NEUTRAL] Uh, yeah, my name is um [PII], and I faxed over an authorization for disclosure of protected health information for my husband. Um, I wanna make sure that y'all receive this form.
[AGENT][NEUTRAL] OK, I can we can help you with that that [PII] first, give me your phone number just in case we get disconnected.
[CUSTOMER][NEUTRAL] OK, I'm, I'm on my work phone, but I'm gonna give you my cell phone [PII].
[AGENT][NEUTRAL] OK. Mhm.
[AGENT][NEUTRAL] [PII]. Thank you for the information. May I have that policy number there?
[CUSTOMER][NEUTRAL] It is 100521.
[AGENT][NEUTRAL] OK, give me the number again.
[CUSTOMER][NEUTRAL] 100521
[AGENT][NEUTRAL] OK. And what type of policy this is?
[CUSTOMER][NEGATIVE] Uh, cancer.
[AGENT][NEUTRAL] And his name is what?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And I do see something came in our office today. Can you verify his date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, what about your mailing address, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. P I BFT. I'm trying to see something. And this is a family coverage. And since it's a family coverage, you would have the right to speak, I mean, to get information on this policy cause you, you own this policy, but I see what you're sending, go ahead. What you can say.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] No, it's, it's an extremely old policy so there was something when they converted over from one system to another so I talked to somebody and they told me to fill this out and have him sign it.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Oh, OK. Well, uh, from my understanding, I mean, I thought we could talk to you because you wanted a covered person on this policy, but it does look like something came in our office on today. It's in line to be reviewed once they get it, they'll get it set up, you know, in the system. But I will put in notes that you called and it does show on mail number [PII] that we got the authorization form giving us permission to speak with uh.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] You about anything on this policy, so yeah, it did come in they got to get it set up on the on the policy it's in line, but I will put in notes that uh we do have something third party giving us permission to speak to you about this anything on this policy. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, but I just didn't want I was fixing to fax over the claim form and I didn't want to do it unless y'all had.
[CUSTOMER][NEUTRAL] Um, you know, everything in line, um, I guess I've tried to go online and upload it. It won't let me even register as a new user, so I think maybe I should just.
[AGENT][NEUTRAL] OK. Was, was you, would you, were you using his information because it got to be his information because he's the policy holder. He, and you, OK, so is this your first time going on or you, uh, uh.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, so I went to new user.
[AGENT][NEUTRAL] OK, and you got a username and a password?
[CUSTOMER][NEUTRAL] Um, I haven't it won't let me get that far. Nobody sent me a user name or a password, but it, it will.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Uh uh, you have to make your own, you have to make, you have to make up your own information, uh.
[CUSTOMER][NEUTRAL] Exactly it and it does not let me get that far. It lets me fill in his last name, his social, the residential zip, email, date of birth, and when I go to next, it tells me.
[AGENT][NEUTRAL] Tell me, tell me what, tell me what, tell me what email you got for him.
[CUSTOMER][NEUTRAL] Um, I used both of them. I tried with his and then I tried with mine.
[AGENT][NEUTRAL] Well, we got yours, can you tell me what yours is?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Uh, that ain't what we got. We got uh [PII]. So is that not correct?
[CUSTOMER][NEUTRAL] OK. [PII]
[AGENT][NEUTRAL] Uh-huh, uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh, that's what we got. So that's what you put in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yep, and I'm putting it in again so I can tell you what the error message is.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Putting in his date of birth.
[AGENT][NEUTRAL] Which, which, what you got for his date of birth?
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] That's correct. Uh-huh.
[CUSTOMER][NEUTRAL] And when I hit next, it tells me.
[AGENT][NEUTRAL] Can you hear me, Mr.
[CUSTOMER][NEGATIVE] It says oops there seems to be a problem. No user was found with the information that was entered. Please try again if this error persists, please contact customer service with your number.
[CUSTOMER][NEGATIVE] So it's not letting me set up as a new user.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] OK, yeah, Ms. [PII], my internet was going out. I, I, I was trying to get you, uh, now, can you hear me, Ms. [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Hopefully it won't go out, but if you do, I got your number to call you back. But anyway, uh, so we had [PII] for his date of birth. I that's what you had? Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, now what it's telling you now.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Uh-huh, that's correct.
[AGENT][NEUTRAL] And so what's what it's telling you now.
[CUSTOMER][NEUTRAL] It says oops there seems to be a problem. No user was found with the information that was entered. Please try again if this error persists, please contact customer service [PII].
[AGENT][NEUTRAL] OK, so this is your first time going, uh, going in, so you're going as a first time user, right? Let me see.
[CUSTOMER][NEGATIVE] No user, yes ma'am, no user trying to set it up and it won't let me set it up.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK, let me see what I can see, can I, how can I help you with that. Give me a second and get to that area.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I probably got to log in on myself, so let, let me see. Go right here and then.
[AGENT][NEUTRAL] [PII]. OK. OK.
[AGENT][NEUTRAL] [PII], yes. OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me go to.
[AGENT][NEUTRAL] Um, put in, uh.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, I'm put in, yeah, we're looking for in your video, well, not username, we're looking for how to get set up. OK, per month.
[AGENT][NEUTRAL] Um, my neighbor claim department, OK.
[AGENT][NEUTRAL] Give me one second, I'm looking for you. Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh do do do.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] So, OK, and your video OK, for your video again. OK, and your video guide to get set up. Here's what we're looking for. OK, set up in your videos you troubleshooting. OK. All of the blood in the lounge opinion check the possible account being already set up. OK, let's see, no issue.
[AGENT][NEUTRAL] Double last name. Let me put it, let me put in, let me go over here and put this screen in and make sure we got everything straight on it.
[AGENT][NEUTRAL] OK. Let me get uh the policy number again.
[AGENT][NEUTRAL] 10521, 10521.
[AGENT][NEUTRAL] 0010521. OK, so let's go to the PA screen first. Make what, what, what address you got, what address are you using?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Uh, that's, that's
[AGENT][NEUTRAL] Yeah, that's what we got. OK.
[AGENT][NEUTRAL] Got your name. OK. That's what we got. And then we got your name spelled [PII] His first name is [PII] Is that correct? OK, let me, OK, let me go to it and make sure there is a space between the name and no password.
[CUSTOMER][POSITIVE] Mhm, that's correct.
[CUSTOMER][NEUTRAL] Yeah, it's [PII] [PII], [PII] [PII].
[AGENT][NEUTRAL] Uh-huh. That's right. OK, no care team on it. OK. So, let's see what we got for social. Oh, we ain't got no social in here. That's probably one of the reasons because this is the old policy and they probably don't have had, had a social and so we gotta get a social in here and
[CUSTOMER][POSITIVE] So OK good.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] That's something I got to request for the social to be set up in here and I'll give you a call back once we can get customer service ever to set up a social in here so that might be one of the issues we don't have a social on him so what is his social should be?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, so we, I'll get that social, you know, send a request for to get the social set up in there and social security number unless it's OK, mismatched my the member ID. So let me, uh, see, can they get this set up in here once they get that social set up in here, I would have probably give you a call back, but it, but you can see, can you get set up and get back on that way. But right now, ain't nothing we can do today.
[CUSTOMER][NEUTRAL] OK, and that that'll be probably a couple of days or so?
[AGENT][POSITIVE] Might be, but still, whenever I get when it gets set up in there, I'll give you a call to let you know you can go out there.
[CUSTOMER][NEUTRAL] I think I'll just fax it to y'all. I think I'll just fax it to you, OK?
[AGENT][NEUTRAL] Yeah, you can go ahead and fax it, but still I can call you back, but in the future if you want to get set up on there, you'll be able to get set up on there. OK, but let me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and let me see, let me go ahead.
[AGENT][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Uh, no, I I.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, ma'am. That is the fax number.
[CUSTOMER][POSITIVE] OK great I will just fax it to you.
[AGENT][POSITIVE] OK, and I'll give you a call back once we can get that social set up in there, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. You have a great day. All right.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] The