AccountId: 011433970860
ContactId: ee901087-3e70-4330-8895-34238d6ef743
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 612890 ms
Total Talk Time (AGENT): 272223 ms
Total Talk Time (CUSTOMER): 147313 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/ee901087-3e70-4330-8895-34238d6ef743_20250321T15:39_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] OK, come on, I'm calling because I was trying to log into the account, but I don't remember my password, and then when I put it in, it says that it, that's like the username, so I'm not 100% sure if I ever I ever lo like create a user.
[AGENT][POSITIVE] Oh, it would be my pleasure.
[CUSTOMER][NEUTRAL] But when I put in
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No, no worries. So when I try to create a new user since like the information is not like valid.
[AGENT][POSITIVE] All right, I can help you with that. It would be my pleasure. What is a good callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And do you have your policy number available?
[CUSTOMER][NEUTRAL] Um, yeah, I have a group number.
[AGENT][NEUTRAL] At the bottom of
[CUSTOMER][NEUTRAL] Or pay your ID?
[AGENT][NEUTRAL] At the bottom of the card, do you see an outpatient benefit certificate number?
[CUSTOMER][NEUTRAL] Oh yeah, that's gonna be 0243.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 989-4 ML 8
[AGENT][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] And what is your name and date of birth please, ma'am?
[CUSTOMER][NEUTRAL] And [PII] [PII].
[AGENT][NEUTRAL] All right, thank you. And your current mailing address?
[CUSTOMER][NEUTRAL] A [PII].
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Let's see
[AGENT][NEUTRAL] And then what is your email address? I don't have an email. It doesn't look like you've ever created an account. I will need an email in order to assist you creating that account.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] In the email address you can put, give me one second.
[CUSTOMER][NEUTRAL] Uh [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's [PII]?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, got you.
[AGENT][NEUTRAL] All right, thank you. And then your phone number again was [PII].
[AGENT][NEUTRAL] OK, so now that I've got that information.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Would, um, if you will go to that website and go in as a new user.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then it's going to ask you a question. You're going to choose the top answer. I'm an individual with an APL policy.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And then the next line, uh, the next page you're gonna put in, I think it's your name and your social.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And your information and it's.
[CUSTOMER][NEUTRAL] So it's my, my last name, but it, it is only my first last name or both?
[AGENT][NEUTRAL] We have [PII].
[CUSTOMER][NEUTRAL] Oh, OK, so I need to book both.
[AGENT][NEUTRAL] And there's a space space between [PII] and [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then it should take you to the next page to create a user name and password.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEGATIVE] No, it says no user was found.
[AGENT][NEUTRAL] OK, hang on just a second, let me get that.
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] OK, so I put my both last names.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then I put my also my social security number and then the email that I gave you.
[AGENT][NEUTRAL] OK, I'm checking too, so bear with me. Let's verify your social.
[AGENT][NEUTRAL] What is it, social?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then your zip code is [PII], let's see, let me go back and get that zip code.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It should be [PII]. Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then your email again is [PII]?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then your date of birth, we verified as [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm trying to see what the issue is. Hang on just a 2nd. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Bear with me just one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] My pleasure.
[AGENT][NEUTRAL] Zip code [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. What is going on? Hang, I'm gonna, I'm gonna figure this out. Hang on just a second, OK?
[CUSTOMER][POSITIVE] Don't worry. Thank you so much for your help.
[AGENT][NEUTRAL] It's gotta be something that's just not matching, but your zip, your social [PII].
[AGENT][NEUTRAL] Go back here.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] What is? OK, let me try this.
[AGENT][NEUTRAL] I figured it out.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh OK, what was?
[AGENT][NEUTRAL] So for some reason, the last name did not have enough space to completely type out [PII] in the portal. So your last name is [PII] You didn't have room for the [PII]
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] I knew I was gonna figure it out.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And can, well, can we take like the last, like the last
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Um, the, like the second last name or no?
[AGENT][NEUTRAL] You want, you want to remove [PII] and just, it'd be [PII]?
[CUSTOMER][NEUTRAL] Yeah, if it is comes like in an issue.
[AGENT][NEUTRAL] OK. Um.
[AGENT][NEUTRAL] If you can send an email to our care team and tell them the way that you want your name, if you just want it [PII] or
[AGENT][NEUTRAL] [PII] or however you would like it, and then the care team will get that to the customer service to correct. That email address is [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Thank you so much for your help.
[AGENT][NEUTRAL] And did it get you to the next page to create your account?
[CUSTOMER][NEUTRAL] Yeah, I, the username I already created like the password, the email, and my phone number, so.
[AGENT][POSITIVE] Wonderful.
[AGENT][NEUTRAL] Just wanna make sure you do get that created.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Think and it says the meeting.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And on that website, if you ever want to view your policy benefits, just click on your policy number and it will download your policy certificate and you could view what's covered within this documents. There's a page called a Schedule of benefits page, and it'll have everything listed on one page and you can view claim status. You can print additional cards as well. And if you choose to send ait a claim for reimbursement, you can also upload it on your policy.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Oh, perfect. Thank you so much for the information. Yeah, I was able to uh create the account.
[AGENT][POSITIVE] All right. Well, it has been a pleasure to assist you. Is there anything else I can help you with today, ma'am?
[CUSTOMER][POSITIVE] No, that's it. Thank you so much for your help.
[AGENT][POSITIVE] And thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye.