AccountId: 011433970860
ContactId: f3d25594-faa8-4eb1-9906-4b2e468bcfde
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 631580 ms
Total Talk Time (AGENT): 267820 ms
Total Talk Time (CUSTOMER): 186151 ms
Interruptions: 4
Overall Sentiment: AGENT=0.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/f3d25594-faa8-4eb1-9906-4b2e468bcfde_20250122T15:26_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Hi, yes, ma'am. I'm calling because I wanted to see about uh my benefits and getting my ID card. I tried to create a, uh, to register online and it kept giving me an error.
[AGENT][NEUTRAL] OK, I can help you with that. Could I get your um name, your first name, and a callback number?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII] callback number [PII].
[AGENT][NEUTRAL] Thank you and [PII], could I get your policy number?
[CUSTOMER][NEUTRAL] Uh, I don't have that information.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, the only thing I see, I see through my paychecks, um, that I have this coverage, so I'm trying to confirm exactly what my coverage is and uh get an ID card.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What is the uh if I could get your social, let me get you pulled up that way.
[CUSTOMER][NEUTRAL] 6, OK, no problem, it's [PII].
[AGENT][NEUTRAL] And if if you could verify your full name and date of birth.
[CUSTOMER][NEUTRAL] Yes, so [PII], date of birth [PII].
[AGENT][POSITIVE] OK, thank you so much for that. And if you could verify one more piece of information, um, your mailing address.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, it's gonna be [PII]. It's supposed to be updated if it it has an old one, it's uh.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] That is the, no that is the correct address we have and if you could verify the email address we should have on file because it needs to match um when you set up your uh online account.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] No problem, it's uh [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying your account. So to, um,
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Create an account online, you will need your policy number.
[AGENT][NEUTRAL] And let me provide you with that. It is 02.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, hold on. OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Uh, go ahead.
[AGENT][NEUTRAL] OK, 02553758.
[AGENT][NEUTRAL] And OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And so you should be able to create that account with no issues.
[CUSTOMER][NEUTRAL] OK, yeah, because I gave them um all my information exactly the same it says create your account and it asks for my username, password, email, and a phone number and text, a phone number doesn't ask me for.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] I, I hit no when I hit next it tells me, um, an error occurred during registration. Please try again and I've done the same thing several times.
[AGENT][NEUTRAL] OK, so what you're, um.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] So let's start from the beginning. So are you, I think it as when you set up the account, um, is it the type of account, right.
[CUSTOMER][NEUTRAL] Which role best describes you?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Which one?
[CUSTOMER][NEUTRAL] I put individual am I supposed to put an employer or group?
[AGENT][NEUTRAL] No, individual is correct.
[CUSTOMER][NEUTRAL] Yeah, that's the one I'm doing um and then like I said, it prompts me to.
[AGENT][NEUTRAL] What's the next question after you choose?
[CUSTOMER][POSITIVE] And as for my last name and then the, my social or member ID and I had put my social in and it was giving me a uh a kickback.
[AGENT][NEUTRAL] Let's try with your member ID.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let's see if that'll work.
[CUSTOMER][NEUTRAL] Yeah, it says there seems to be a problem. The user was found with that information that was entered.
[AGENT][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] OK, I'll have to get you over to customers.
[CUSTOMER][NEUTRAL] I, what I really need, I just need to, yeah, I wanted to get confirmation of my coverage and exactly what uh my policy coverage.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK, yeah, we can go over that and then after I will get you over to customer service and they can uh reset the account for you. OK, and let's see.
[CUSTOMER][POSITIVE] Perfect
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Alright, please be advised verifying your benefits does not guarantee payment. So you do, do you just wanna break down or did you have specific questions?
[CUSTOMER][NEUTRAL] All right
[CUSTOMER][NEUTRAL] Yeah, I wanted a kind of a breakdown and um like if I have to go to the emergency room or something, um, I'm just trying to get exactly what the gap covers.
[AGENT][NEUTRAL] OK, so it looks like in with this policy you have, you have benefits uh for urgent care. Uh, you can use up to 3 per calendar year per individual. Uh you have outpatient benefits, uh, which would be ER, um, urgent care, physical therapy, uh, MRI facility, surgical centers, that is considered, uh, outpatient benefit.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, outpatient.
[CUSTOMER][NEUTRAL] OK, yeah, because what I'm, what I'm really needing is because I have to take my son to the emergency room, um, so I wanted to see exactly what I could, uh, what I needed.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so the um.
[AGENT][NEUTRAL] Emergency room will be covered under the outpatient, and it pays up to 50, I'm sorry, up to $500 per occurrence or related diagnosis.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you also have inpatient benefits, uh, which pay up to $1000 per occurrence or related diagnosis.
[CUSTOMER][NEUTRAL] Got you. OK, and what would I need, what would I need to um to provide?
[AGENT][NEUTRAL] When you go to the emergency room?
[CUSTOMER][POSITIVE] Yes ma'am, correct.
[AGENT][NEUTRAL] Just your, you want to provide, of course, your primary insurance, um, and then you let them know you do have a secondary insurance and you would want to present them with um your ID card from American Public Life.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, yeah, that's what I'm trying to get in so I can get my ID card because uh you can't get, can y'all email it or no? It has to be mailed.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can let me see. No, I can email you a copy of it, so let me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][POSITIVE] OK, let me get into here and get that for you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hey boo.
[CUSTOMER][POSITIVE] Good morning.
[AGENT][NEUTRAL] OK, I did just send that over so you should receive it shortly. Um, and let me get you over to the customer service so they can reset your account for you, OK?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, ma'am, that's gonna be all. Thank you so much for your help.
[AGENT][NEUTRAL] You're welcome, hold on one moment.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APO. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] over in the claims department.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, I have an insured on the call that has been locked out of the OSC. Um, I did verify all of her information and it is correct, um, but yeah, she's been locked out. So let me provide you with her policy number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It is 255.
[AGENT][NEUTRAL] 3758.
[CUSTOMER][NEUTRAL] Alright, OK give me just a second while I pull it up.
[CUSTOMER][NEUTRAL] Is it for [PII]? All right.
[AGENT][NEUTRAL] [PII], yes. Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you need her callback number?
[CUSTOMER][NEUTRAL] Uh yes, please.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Alright, and give me just a second so I can pull up the online service center for her.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, and I'm ready.
[AGENT][POSITIVE] OK, here she comes. Have a good one.
[CUSTOMER][POSITIVE] Thank you. You too.