AccountId: 011433970860
ContactId: f27c91dc-5913-442e-8426-a6b6281c5027
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1031290 ms
Total Talk Time (AGENT): 462546 ms
Total Talk Time (CUSTOMER): 419872 ms
Interruptions: 7
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/f27c91dc-5913-442e-8426-a6b6281c5027_20250624T19:54_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, yes, I'm trying to create a user in my APL dashboard for manage users.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, is that for, I mean, adding employees so they can get in and do stuff in here because the new system.
[CUSTOMER][NEUTRAL] It shows that in my group, the people are in there, but how do I have them log into it to file a claim or something?
[AGENT][NEUTRAL] OK, um, are you talking about the employees or you're talking about the per the person who's gonna handle the group with you?
[CUSTOMER][NEUTRAL] Let's start with the employees.
[AGENT][NEUTRAL] OK, the employees, um, OK, more than likely they need to do their own accounts, but let me have your name and the group number.
[CUSTOMER][NEUTRAL] OK, my name is uh [PII].
[CUSTOMER][NEUTRAL] And the group number is 24663.
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] May I have a callback number just in case we get disconnected?
[CUSTOMER][POSITIVE] Absolutely you can reach my cell phone at [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And for security, may I have the name of the group and the mailing address on file?
[CUSTOMER][NEUTRAL] Uh, the name of the group, uh, GLV Insurance Agency Incorporated.
[AGENT][NEUTRAL] OK, what's the mailing address?
[CUSTOMER][NEUTRAL] And what else do you need?
[AGENT][NEUTRAL] Billing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, bear with me just a second.
[AGENT][NEUTRAL] 3
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, I see the group right now is in renewal holding but you're talking you're calling about the online service center, OK, so um if you are under the group online service center, um, what you can do is add members or add um authorized people under the group to do any changes or anything like that. That's who you can add to the group.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, if, if it's for the employees, they have to go to their, um, regular, um, portal which is for insured, and they will have to register.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And create their own account.
[CUSTOMER][NEUTRAL] Oh, OK, and the portal, right, right, when I go in there it says what kind of account do you wanna create and I say insured.
[CUSTOMER][NEUTRAL] And then it wants my information, but then it says the admin has to add me.
[CUSTOMER][NEUTRAL] Like I can't do anything, and I am insured and I am the admin.
[CUSTOMER][NEUTRAL] So that's why I kind of went back to my group and said OK manage users, but I can't put me in because my email address is used already as the admin so it's saying you can't use that email address but it's my my company email address it's what I use.
[AGENT][NEUTRAL] Uh,
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] Got you. OK.
[CUSTOMER][NEUTRAL] So how do I get around that?
[AGENT][NEUTRAL] Let's go ahead and fix that, OK? So yes, um, whenever you're the admin and you're trying to get your own OSC for your personal account, it has to be in a different email. It cannot be the same one because it's not gonna let you in. So let me go to your account. Bear with me just a second, let me pull your policy and we can go ahead and um try to change that um to probably a personal or a different email if you have a different email.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I don't have a different one so that's what's interesting.
[AGENT][NEUTRAL] Um, I don't.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] No, I've used this one for over the last 14 years.
[AGENT][POSITIVE] Oh wow.
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Could I, I mean, I think I get emails also from aliases like [PII], so I could use that instead.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] You can use any other email that is not gonna be the one that you're using as an admin.
[CUSTOMER][NEUTRAL] And that is that the only conflict?
[CUSTOMER][NEUTRAL] OK, let me try that then I'll try and add the user in here, but I'm in the on the right path to add the user, right?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Or is that for admin users?
[AGENT][NEUTRAL] That's for admin users only. OK, um, let me go ahead and find your do you have your policy number by any chance?
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Good.
[CUSTOMER][NEUTRAL] Um, I, I mean, I'm, I'm on the dashboard for my group. Do I, would it be in there or where would my policy number be?
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] No, if you have a personal policy, OK, you should have a card, um.
[CUSTOMER][POSITIVE] I've never had to use it before so.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And I can't and I go download ID cards and it says unable to download ID cards, call this number.
[AGENT][NEUTRAL] Oh yeah, right now it's not gonna let you do a lot because it's under renewal. When it's under renewal, it doesn't let you do a lot in the OSC on the online service center.
[CUSTOMER][NEGATIVE] I don't, I don't understand what I don't understand when it's under renewal renewals on [PII].
[CUSTOMER][NEUTRAL] So how are we under it says we're active.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] But it is under renewal holding in our end.
[CUSTOMER][NEUTRAL] Why?
[AGENT][NEUTRAL] Um, I can get um the broker resources to answer that, that's what I see in my end that is under renewal, so when it's under renewal.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, yeah, we need to do that because it's not under renewal it doesn't renew until [PII].
[AGENT][NEUTRAL] Added or.
[AGENT][NEUTRAL] OK, I can go ahead and check with them and see why it's saying that it's on the renewal. Um, let me go ahead and
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Trying to find your policy, uh, let's see. OK, so you probably are.
[AGENT][NEUTRAL] Do you know if you're gonna be under this group because I see there's a lot more groups that are um.
[AGENT][NEUTRAL] Under this
[AGENT][NEUTRAL] Under you.
[AGENT][NEUTRAL] Um, so you think you're gonna be with this group or a different group?
[CUSTOMER][NEUTRAL] The only
[CUSTOMER][NEGATIVE] I, I don't even understand what you're asking at that point, um, group, I mean.
[CUSTOMER][NEUTRAL] What, what are you asking? Because I'm under, I we purchased this through Levi. He turned around and we have, we've had it set up. We've been paying for it for a few years.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then this new system came up on it for APL so it said now you had to do something, create yourself again and do all this other stuff so I could pay my invoices. So I did that, paid my invoices yesterday, no problem, but now you're saying that we're under some type of renewal status when we're not, we're active. It shows active when I log in.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, when you're on the, yeah, OK, OK, yeah, when you're on renewal, it doesn't mean that it's lapsed or anything like that. It just means that, um, it's on the renewal. Um, let me go ahead and get with the, um, broker resources and see exactly why this was put on the renewal right now at this moment, OK? Because I see that this change on [PII], it was a few days ago, OK.
[CUSTOMER][NEGATIVE] And I can't download ID cards, can't do anything else.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, I'm gonna put you on a brief hold, OK.
[CUSTOMER][NEUTRAL] OK, um, yeah, because I'm looking under like the group details for the plan and I don't see anything there that would help us either like there's a, I guess there's a policy number for each person. I have that so I can give you my policy number. Does that help?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, if you see your policy number, can I get it?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I, I believe that that would be this row right here. It's gonna be 256-516-9.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh yeah, that's fine. Yeah, that's fine.
[AGENT][NEUTRAL] OK, alright, so let me go ahead and help you to get yours set up, OK, and then we can get the other part about the renewal hold, um, you know, resolved, OK? So let's, let's do that first. You're welcome.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK. All right, and um let me verify your personal information and may I have for security your date of birth?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so what email address are we gonna be using on this on your personal?
[CUSTOMER][NEUTRAL] Let's just try [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see if that will help. Let's see.
[AGENT][NEUTRAL] Bear with me, OK, and for you to do your personal, um, so you're gonna go ahead and close or just get out of the one that you're working on which is the group one, and you're gonna go to regular. So if you're gonna go to the home page at [PII] and you're gonna go ahead and click on create OSC account and insured. When you get to that point, just wait for my instructions. Do not fill anything out until I tell you to fill that out, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, let me
[CUSTOMER][NEUTRAL] OK, so I'm at the dashboard. It looks like is where it takes you to.
[CUSTOMER][NEUTRAL] And then I go to.
[CUSTOMER][POSITIVE] Just good nothing's really happening there, so let's see.
[CUSTOMER][NEUTRAL] I'm [PII].
[CUSTOMER][NEUTRAL] And it just says dashboard do I need to.
[CUSTOMER][NEUTRAL] What is that? I got let me log out, OK, because it was logged in. I think it was still logged in things. OK, so now I'm at the main page. Welcome to the online service center.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I go to create your OSC account.
[AGENT][POSITIVE] Perfect, yes.
[CUSTOMER][NEUTRAL] In there I want to choose an insured.
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] I'll do next and then I'll do my last name.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] Um, yes, do, do you only your last name, only the ones that has the asterisk, only, only the last name, the email, and the date of birth. Now the email again, you said it was gonna be [PII]
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] And it's the same um part of the other email. OK, so I did um update it then.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And your date of birth.
[CUSTOMER][NEUTRAL] OK, so I'm not doing the resident zip code or social security thing because there's no asterisk on that, but I have the date of birth, the email, and last name. I'll choose next.
[AGENT][NEGATIVE] No, no, no, no, no.
[CUSTOMER][NEUTRAL] Complete your account set up, click continue.
[AGENT][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] OK, verification is necessary. Please select your send button. OK, I gotta do my right.
[CUSTOMER][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] OK, I'll say send verification code.
[CUSTOMER][NEUTRAL] Go to my email and hopefully get it right.
[AGENT][NEUTRAL] Hopefully get it.
[CUSTOMER][NEUTRAL] Uh yeah, it's, it's true, yeah, because I used to have like a Hotmail account.
[AGENT][NEUTRAL] If we let you go in it.
[CUSTOMER][NEUTRAL] Yeah, I used to have Hotmail account, stuff like that, but just I haven't used it in over 15 years, you know, I've been doing quote rush.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh,
[AGENT][POSITIVE] Oh wow. Oh yeah, yeah, you don't need to be using something you haven't used in a long time.
[CUSTOMER][NEUTRAL] So it's like
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Yeah, OK, and the code came.
[AGENT][NEGATIVE] Those are lost
[AGENT][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] I met one guy that still uses his [PII] account email account for his business. I was like.
[AGENT][POSITIVE] Oh wow.
[CUSTOMER][POSITIVE] OK, now I can now.
[AGENT][NEUTRAL] OK. Mhm.
[CUSTOMER][NEUTRAL] Yeah, and my new password I'll go ahead and put that in confirm new password display name will be [PII].
[CUSTOMER][NEUTRAL] Uh, given name is [PII].
[CUSTOMER][NEUTRAL] So her name is [PII].
[CUSTOMER][NEUTRAL] And continue.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right through the terms of service and privacy policy like everyone always does.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The dashboard
[CUSTOMER][NEUTRAL] And welcome to OOC. Now it says log in again.
[AGENT][NEUTRAL] Mhm. I'm gonna get another code.
[CUSTOMER][NEUTRAL] So I log in
[CUSTOMER][NEUTRAL] Uh, [PII], the verification code.
[AGENT][NEUTRAL] That could takes a little bit longer than the first one, so bear with the system.
[CUSTOMER][NEUTRAL] Oh, that come up.
[CUSTOMER][NEUTRAL] Oh, does it?
[AGENT][NEGATIVE] Yes, it does. A lot of people is like, but I'm not getting it. I'm like, is this coming? It's just slow.
[AGENT][NEUTRAL] For some reason it just takes a little bit longer, not sure why.
[CUSTOMER][NEUTRAL] Alright, got it.
[AGENT][POSITIVE] Good
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] The email address verified you can now continue, so I'll continue.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] The dashboard doesn't seem to.
[CUSTOMER][NEUTRAL] Fresh go to my policy or where would I go here?
[AGENT][NEUTRAL] Mm, yes, um, if you just wanna check like claims and stuff, yeah, yeah.
[CUSTOMER][POSITIVE] Oh there we are OK, we're there.
[CUSTOMER][NEUTRAL] OK. Yeah, cause I had uh open heart surgery and then so I go put stuff through, but I, I don't know, I don't know what I'm doing.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] But uh
[AGENT][NEUTRAL] Well, that's what you got to see for. Are you trying to submit a claim?
[CUSTOMER][NEUTRAL] Um, OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, so for the claim, um, you're gonna need 3 documents. Um, it's gonna be the claim form that you can find it in the website, that claim form for Metlink, and, um, together with that we need the itemized bill with diagnosis code and the explanation of benefits from the primary insurance. So those three are the documents that are required for any claim.
[AGENT][NEUTRAL] Um, once you get the claim form, the first page is gonna give you the same effect instructions. So just follow those instructions to submit your claim unless you want to give the information out to the provider and have the provider do all the work for you.
[CUSTOMER][POSITIVE] OK, cool.
[CUSTOMER][NEUTRAL] Uh, the provider would be my, uh, insurance agent, uh, Levi.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] The hospital, no, the hospital, the surgeons or whoever did the procedure. Yeah. Mhm. Yeah.
[CUSTOMER][NEUTRAL] Or the hospital.
[CUSTOMER][NEUTRAL] OK, because I'm, I'm here on the site it says for uh how to file a meddling claim for providers or how to file a meddling claim for insureds and providers in Spanish.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's kind of weird uh because the first one just says for providers.
[CUSTOMER][NEGATIVE] It doesn't say how to file one or just insured that I could see.
[CUSTOMER][NEUTRAL] How to file a meddling claim.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, let me download that one.
[CUSTOMER][NEUTRAL] OK, file claim manually online, go to [PII] and go to my claims.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK, I have a direction sheet here that tell is telling me what I think I'm supposed to do, so I'll go ahead and try and get that done, and I'll call you back confused later on or I will not call you back and I figured it out.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, don't worry, we're here for that. OK, and uh do you want to still check on that, uh, renewal holding or you're just gonna wait or do you need to get any other card?
[CUSTOMER][POSITIVE] Fair enough.
[CUSTOMER][NEUTRAL] Yeah, that's unusual. I, I don't know what that means.
[CUSTOMER][NEUTRAL] I, I don't need to get any other cards right now, so I, but it's, I'm curious what if it's not, why is it a renewal stuff is what I'm kind of curious about is it gonna affect if my other employees?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, more than likely, usually, yeah, usually when I see this, um, which I see it often is because they're already working on the paperwork and all the information to be sent to the agent and then the agent will go over it and then send it to the more than likely to do.
[AGENT][NEUTRAL] For the new renewal to happen in October, so it's just like a process, so I guess they already started the process.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right, well I appreciate your time and I'll try and get this figured out. Thank you.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] You're welcome. You're welcome, Mr. [PII]. Thank you for calling APL. Have a good afternoon.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you. Bye-bye.