AccountId: 011433970860
ContactId: f64d44f8-82e6-4dff-97f1-712d0037efb0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 658099 ms
Total Talk Time (AGENT): 382188 ms
Total Talk Time (CUSTOMER): 232783 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/f64d44f8-82e6-4dff-97f1-712d0037efb0_20250604T12:26_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Yes, I, I just recently within the past week or so, uh, created an online account for my gap work, but now I can't seem to log back in. It won't recognize my email address or.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Her password.
[AGENT][NEUTRAL] Alright, so you have previously set up a profile in the portal and now you're not able to log in is that correct?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, I can help you with that. First, I'll need to pull up your policy information and verify some things with you for security. So if you could first please um provide me your name?
[CUSTOMER][NEUTRAL] Of [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And Mr. [PII], what is a good callback number?
[CUSTOMER][NEUTRAL] It'll be [PII].
[AGENT][NEUTRAL] Thank you. And your policy number, please?
[CUSTOMER][NEUTRAL] Would that be my Aetna number?
[AGENT][NEUTRAL] No, sir. It's gonna be, it's your APL. I'm with APL. Yes, sir.
[CUSTOMER][NEUTRAL] For my APA.
[CUSTOMER][NEUTRAL] Alright, this is Z02585434.
[AGENT][NEUTRAL] OK, thank you, one moment please.
[CUSTOMER][NEUTRAL] You got a paying this.
[CUSTOMER][NEUTRAL] In case I need to ask some.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Log in name and all that good stuff.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, Mr. [PII]. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. Also your home mailing address.
[CUSTOMER][NEUTRAL] It'd be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] Well, can you, can you go back to that other information on the lot? What did you say?
[CUSTOMER][NEUTRAL] Huh?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The lot yeah it'd be [PII]
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] So [PII]?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And then [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so thank you we'll come back to that in just a moment because I have another question on your address. The phone number that we have on file for you, Mr. [PII] is the same as the one that you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Thank you. And lastly your email address?
[CUSTOMER][NEUTRAL] All lower case it'll be [PII].
[AGENT][NEUTRAL] OK, thank you. Now, Mr. [PII], on the enrollment information on your policy.
[AGENT][NEUTRAL] The address that we received for you, it has the correct street, but instead of having [PII]
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] [PII]. It has [PII].
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] So I can change.
[CUSTOMER][POSITIVE] All right, well, that'll work. Yeah, you, you can.
[AGENT][NEUTRAL] I can correct that.
[CUSTOMER][NEUTRAL] Alright, that'd be fine if you wanna correct it. Yeah, that's what's on my paycheck though, yeah, HR got it wrong, so.
[AGENT][NEUTRAL] But you just need to make
[AGENT][NEUTRAL] OK, so yes, so they do need to get that corrected though so that it doesn't change back, OK, in our system, so that to make sure you get any mail that, you know, we may send to you. So like D28D.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, so thank you for verifying all of your information. So Mr. [PII], there was an update to the portal over this past weekend.
[AGENT][NEUTRAL] So you will need to create a new profile.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] So when you go to the log in page you should see where it says create OSC account. I'm actually not looking at it at the moment so let me.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah, I, I've seen that earlier when I tried to log in, yeah, create OSC account.
[AGENT][NEUTRAL] Yes sir, so you're just going to start there again now all of your information as far as you know, any claims or anything like that is the same, but for security purposes it is required to set up a new profile because it will be tied to your email. So you would just do the create your OSC account.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And again, just fill in the
[AGENT][NEUTRAL] The blanks on the screens as you click next.
[CUSTOMER][NEGATIVE] So I have to scroll back. I have to scroll back 62 years worth of my life to get my date of birth again.
[AGENT][NEUTRAL] The kitchen
[CUSTOMER][NEUTRAL] Have you ever done that?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, when it says date of birth, you gotta sit there and hit the back arrow button 100 times until I get back to 63.
[AGENT][NEUTRAL] Ah
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Now, this one, now our portal, though you're, you're not gonna have to do that. You're just gonna actually enter your date of birth as, you know, the month, the day, and the four digit for the year. But we, we're not gonna have to do the wheel of fortune. Yeah, oh, we did, yeah. You don't have to scroll for this one. But I do know that it does, um, it really makes you feel low when you have to swipe or scroll a bunch of times. I understand.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I am here.
[CUSTOMER][POSITIVE] I certainly hope so.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, OK, anyway, alright, so I, I've got that much out of the way now when I do a claim because I've had.
[CUSTOMER][NEUTRAL] Some major medical uh billings.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] That uh I want you know I've paid some and uh I haven't paid others.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Now when I, you know, because I didn't know you had to show your card when you go to every little doctor visit.
[AGENT][NEUTRAL] OK, now I, uh-huh.
[CUSTOMER][NEUTRAL] You see what I'm saying?
[CUSTOMER][NEUTRAL] So is it retro and go back? Can I file a claim for like, you know, something that back in March?
[AGENT][NEUTRAL] Yes, sir. So again, and any information that I provide for you, Mr. [PII] on any benefits would be a verification of benefits and not a guarantee of payment. But yes, sir, you may still file your claims because we do not have a timely filing limit.
[CUSTOMER][NEUTRAL] Of this year
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Here at [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] So once you have your new portal set up you can actually get your claim form that has the instructions or I can, let me just pull it up and I'll be happy to just email it to you.
[AGENT][NEUTRAL] But you can always claim forms from our main website at [PII].
[CUSTOMER][POSITIVE] That'd be great.
[AGENT][NEUTRAL] And if you'll notice on your ID card, it says [PII], that's the claim form that you would be looking for.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And on the med link. Uh-huh. Do you see where it says that on your ID card? Medin supplemental?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Under your name and information.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] On the front
[CUSTOMER][NEUTRAL] I've got my insured name, my coverage individual policy number and group number effective date and meddling with benefit assignment, yeah, plan that's my plan, OK.
[AGENT][NEUTRAL] That is correct. So that's the type of claim form that you would be looking for. Um, and on page one of that claim form, Mr. [PII], at the top, it does have instructions with several bullet points. So you can just kind of use that as your checklist, if you will, uh, as to what you would need to upload or submit to us for review. So give me just a moment and I'll go ahead and just email you one of those.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Because then that way I can take the bill that I've received.
[CUSTOMER][NEUTRAL] And then just put the information from it on the med link form correct or am I missing the.
[AGENT][NEUTRAL] Well, no, so you're gonna have to send us, yeah, again, these instructions for exactly which documents you're gonna need to present to us are on there, but you're gonna have to have your explanation of benefits from your primary insurance carrier. And you'll also have to have an itemized bill from your doctor, from your provider with the diagnosis code on it in addition to your claim form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I'll try to sort that out.
[AGENT][POSITIVE] Like I said, it's just easier to use the instructions on your
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] On your claim form, um, it's just a short paragraph at the top with several bullet points.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] So give me just a second then, Mr. [PII], so I can send this to you.
[CUSTOMER][NEUTRAL] Now you're gonna send it to my Gmail account, correct?
[AGENT][NEUTRAL] Yes sir, because the account that you and I verified with each other is the account you will need to use to set up your portal.
[CUSTOMER][NEUTRAL] Uh, can you also send a copy of that to my, uh, Outlook?
[AGENT][NEUTRAL] Um, no, sir. I can only use the address that's on file for you.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, that's fine. I'll just forward it to my Outlook.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, so I have just sent this to you, Mr. [PII], and the email that you're gonna be receiving will come from [PII], and I did put APL Medlink claim form in the subject line for you.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, so it'll be a PDF?
[AGENT][NEUTRAL] Yes, it will be. Well, the email and then it'll have a PDF attachment for the.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Yeah as a broadcasting.
[AGENT][NEUTRAL] For the claim form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sounds good.
[AGENT][NEUTRAL] All right. Well, is there anything else that I can help you with this morning?
[CUSTOMER][POSITIVE] No, that's fine. We done good.
[AGENT][POSITIVE] OK. Well, if you have any trouble with your new portal, which I don't think you will, but should you, then just call us back and we'll be happy to help you.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Alright then.
[AGENT][POSITIVE] All right, well then you're welcome and thank you again for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you dear.
[CUSTOMER][NEUTRAL] [PII], so.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye bye