AccountId: 011433970860
ContactId: f0c1c18c-d802-4255-9e48-80137735988f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 758849 ms
Total Talk Time (AGENT): 357465 ms
Total Talk Time (CUSTOMER): 320184 ms
Interruptions: 16
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/f0c1c18c-d802-4255-9e48-80137735988f_20250626T14:00_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I am calling because I have um.
[CUSTOMER][NEGATIVE] Cancer insurance through my employer, but I'm not able to log on. It tells me to call customer service. I'm just trying to figure out. I have to have um a most skin cancer procedure today. I'm just trying to figure out if that's covered under this or not.
[AGENT][NEUTRAL] OK, Ms. [PII], so you're trying to set up your profile and you're needing to get assistance with that because it's giving you an error, is that correct?
[CUSTOMER][NEUTRAL] Oh yeah, it's just telling me that no, my, I, I don't exist is what it's telling me, so I'm like, I don't know, I have a policy number, so there's that's all I have. I was like, that's helpful.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] Well, I can, uh, yes, so I can help you with that. So, we are probably missing some information that's required for security or it's not matching what you're trying to use, so I can help you. What is a good callback number for you, please?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Awesome, perfect.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you, and your policy number, please?
[CUSTOMER][NEUTRAL] Policy number is it looks like it's 13309.
[AGENT][NEUTRAL] OK, now, so that's gonna be your group number. You should have a separate number for your individual policy.
[CUSTOMER][NEUTRAL] OK, so I don't have that like when I signed up that's the only thing they give me and it says policy number on it.
[AGENT][NEUTRAL] What is
[AGENT][NEUTRAL] Right, that's the group's policy. So, what is your social and I can look it up that way.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] OK, thank you. So one moment please.
[AGENT][NEUTRAL] OK, and any, and I will have to verify, as I said, Ms. [PII], several things with you for security purposes and then also any information provided will be a verification of benefits and not a guarantee of payment. So first off, if you will please verify your date of birth.
[CUSTOMER][NEUTRAL] Obviously, no, no, no, that's fine.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the next piece of information to verify will be your excuse me, your mailing address.
[CUSTOMER][NEUTRAL] That would be [PII].
[AGENT][NEUTRAL] Thank you. The phone number that is on file for you is different than the one you gave me, so what is another contact?
[CUSTOMER][NEUTRAL] It's probably my home phone number, which it's probably [PII], that would be my other number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Alright. And is that still a valid number for you?
[AGENT][NEUTRAL] The home number.
[CUSTOMER][NEUTRAL] It's a valid number it's not a cell phone, yeah, that's a home number it's just not a cell phone.
[AGENT][NEUTRAL] OK, so your cell is [PII]. Is that correct?
[CUSTOMER][POSITIVE] Correct. Yep, that is correct.
[AGENT][NEUTRAL] OK, thank you. And then lastly, Ms. [PII], your email address, this does appear to be your work email that is currently on file.
[CUSTOMER][NEUTRAL] OK, thank you. So it's [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. So in setting up the profile, were you trying to use your work email or were you trying to use?
[CUSTOMER][NEUTRAL] No, and that's probably that was probably the issue.
[AGENT][NEUTRAL] OK. So, now I
[CUSTOMER][NEUTRAL] I don't know why that's listed.
[AGENT][NEUTRAL] I can update it to your personal if you would prefer that.
[CUSTOMER][NEGATIVE] No, I don't, I don't care. I just, that's all let's see if it let's, no, we'll see when I do that it still says it's an error.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK, so let's go back to the very beginning, to that very first screen.
[AGENT][NEUTRAL] For the secured online, I'm sorry, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And on that first screen click create OSC account.
[CUSTOMER][POSITIVE] Correct, yup.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Then you're gonna select insured.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right. On the next screen, just fill in the 3 boxes that have the asterisks beside them. I think it's 3.
[AGENT][NEUTRAL] But this is a we had a revamp to our portal, Ms. [PII], so I'm having to kind of go through the steps like you do, but it would be your last name, email, and your date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] X.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][POSITIVE] OK perfect that worked.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is that what you had selected or were you trying to fill in like your social and your zip code and all of that?
[CUSTOMER][NEUTRAL] I had, I had everything filled in.
[AGENT][NEUTRAL] Is that what you were getting? OK. OK.
[CUSTOMER][NEUTRAL] Yeah, so that's why I was getting the issue. Um, will I be able to find out what, whether like through this, whether or not um the most procedure is covered or is that gonna be difficult?
[AGENT][NEUTRAL] Uh, now, in your portal, you do have access to your policy number and your policy information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, is this gonna be done in the office or is it gonna be done at a facility?
[CUSTOMER][NEUTRAL] It's, I'm gonna go into the dermatologist's office and get it done.
[AGENT][NEUTRAL] OK, so let's see.
[AGENT][NEUTRAL] A second.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Uh, well, not let me get you.
[CUSTOMER][NEUTRAL] I don't have a thing. You know how it's like, it needs one of these.
[AGENT][NEUTRAL] Let me look. I'm trying to look at some of your.
[AGENT][NEUTRAL] Uh, yeah, and it's gonna want to send you two different, um,
[CUSTOMER][NEUTRAL] Yeah, you're fine.
[AGENT][NEUTRAL] Authorization codes as well or security verification codes? OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, it's trying to, it's not liking my.
[CUSTOMER][NEGATIVE] Password, my renew my new password for some reason. I don't understand. It has all the
[CUSTOMER][NEUTRAL] Requirements, so.
[AGENT][NEUTRAL] And did you verify, did you click, once you entered your security code, did you click to
[AGENT][NEUTRAL] I verify.
[AGENT][NEUTRAL] Let's see, I'm sure I'm I'm sorry, it's, I'm not sure how it's worded.
[CUSTOMER][NEUTRAL] Oh, it's, it's just.
[AGENT][NEUTRAL] OK, so you did send verification code, you got the verification code and entered it, and then click verify code first.
[CUSTOMER][NEUTRAL] It, it's, it's, yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And then it's asking me, yeah, and then it's yes and then it's asking me to.
[AGENT][NEUTRAL] And then you should
[AGENT][NEUTRAL] Do the password.
[CUSTOMER][NEGATIVE] Yeah then it's asking me to do my password and it's just not liking me right now and that's OK.
[CUSTOMER][NEUTRAL] It's just it's just like, no, that password won't work and I was like it has, it's like it has all the things in it. I know it does, so let's see what a new password will be. It's OK.
[AGENT][NEUTRAL] That the pass passwords. Yeah.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] It likes to do that for me. What it doesn't like my password, um, they never do. They don't like my password, uh, organizer.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] That happens a lot for, you know, just, it happens to me personally um when I'm trying to set up passwords for different things.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] And so I have to like come up with the good one, yeah, I have to come up with a good one and then hand type it, and then hopefully.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yeah, cross your fingers.
[CUSTOMER][NEUTRAL] Hopefully it works.
[CUSTOMER][POSITIVE] Yeah, exactly.
[AGENT][NEUTRAL] Yes. OK, so I'm looking on here.
[CUSTOMER][NEUTRAL] OK, there we go.
[AGENT][NEUTRAL] Now, according to the verbiage in your policy certificate, it says the definition of cancer does not include skin cancer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So the person who I signed this up with.
[AGENT][NEUTRAL] That is an
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] The benefits person at our school district lied because I do have it in writing that she said that. So that's OK. Um, that stinks because I'm paying for it and it's not what I need it for. So no skin cancer, so it's not covered at all.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Let's see, um, questions.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Yes, if once you're fully signed in, if you look under the definitions.
[AGENT][NEUTRAL] There's definitions of, and they're in alphabetical order. And under cancer,
[AGENT][NEUTRAL] It states in the, on the very last sentence in that information, that's where I read that from the definition of cancer does not include skin cancer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Let's see if I can unenroll in this year then probably not.
[AGENT][NEUTRAL] Other can, uh, let's see, I'm still just looking.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] Literally the only reason I got this was because when I asked that question it's not your fault, I asked that question to our benefits person, so I'm gonna have to call our benefits person and say, quit telling people this is covered.
[CUSTOMER][NEGATIVE] Quit because it's not gonna save me any money today.
[AGENT][NEUTRAL] Yes, and again.
[CUSTOMER][NEGATIVE] It kind of pointless. All right.
[AGENT][NEUTRAL] Right. Yeah, I'm sorry about that. Again, I'm just reading the verbiage.
[CUSTOMER][NEUTRAL] No, it is so not your fault. That's, yeah, no, no, no, and it's not your fault. It is for sure because they don't give us, you know, when you're signing up for your benefits, they don't give you the policy.
[AGENT][NEUTRAL] From this, from this policy.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] When you sign up, you have to sign up and then you get the policy. So that was a question that I specifically asked that our human resource benefits person answered incorrectly, which is fine, that's their problem. I'm gonna make sure they they fix it for me.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, I'm just sorry to have to, to give you some not very, you know, promising information, but
[CUSTOMER][NEUTRAL] So it'll be fine.
[CUSTOMER][NEUTRAL] Oh, it's not, it's not the big deal. Can you
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Can you tell me, because I do have like there's different levels on the benefits like I'm looking at the benefits hub and there's um different levels. Is there any level that
[CUSTOMER][NEUTRAL] would include.
[AGENT][NEUTRAL] Now,
[AGENT][NEUTRAL] Now, you would have to reach out to the HR department or to Yeah, I knew you were gonna like that, but as far as what um is available to you all, you know, collectively through what they've enrolled and they may even need to connect you, you know, or get you in contact with the agent who works.
[CUSTOMER][POSITIVE] She's a person who doesn't know awesome.
[CUSTOMER][POSITIVE] That's perfect.
[AGENT][NEUTRAL] Um, with your group.
[CUSTOMER][NEGATIVE] Yeah, no.
[AGENT][NEUTRAL] To answer that, um, just, yeah, to see what could possibly be available. So, OK. Well, is there anything else, Miss [PII]? Absolutely. You're welcome.
[CUSTOMER][POSITIVE] That's fine. I'll contact them and I'll call back them and figure it out. You're you're good.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect that works thank you so much.
[CUSTOMER][POSITIVE] Nope, that's all I needed. Thanks.
[AGENT][POSITIVE] OK. Well then, thank you for calling APL and I hope that you have a very nice day and I hope that your procedure goes well for you.
[CUSTOMER][POSITIVE] You do. Thank you.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] It will, it will, it's easy. All right, thanks. Bye.
[AGENT][NEUTRAL] All right
[AGENT][NEUTRAL] Bye bye.