AccountId: 011433970860
ContactId: 04af3cf2-3682-4fc4-895b-1c799f9e2e6f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 2639909 ms
Total Talk Time (AGENT): 393815 ms
Total Talk Time (CUSTOMER): 1303794 ms
Interruptions: 3
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/04af3cf2-3682-4fc4-895b-1c799f9e2e6f_20250623T21:48_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], I was trying to log into my account and I have a username and a password written down it's what I use.
[CUSTOMER][NEGATIVE] And now all of a sudden it says I'm supposed to use an email address, which is not the way I set up my account so I'm not sure what I'm supposed to do to get into my account.
[AGENT][NEUTRAL] Do you have your policy number?
[CUSTOMER][NEUTRAL] I do. It is 514-058.
[AGENT][NEUTRAL] And what was your first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And can you verify your address and email address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. I stopped because I've been doing my mother-in-laws. Yes, [PII] and then um
[CUSTOMER][NEUTRAL] The email should be [PII].
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] That's the one I use all the time. There's an older one.
[AGENT][NEUTRAL] Um, so we've recently upgraded our website and you'll have to recreate your account.
[AGENT][NEUTRAL] Um, we had a banner going the whole month of May, um, so if you didn't log in in that month, you wouldn't have seen it, um.
[AGENT][NEUTRAL] So if you'll, are you on the website now?
[CUSTOMER][NEUTRAL] Yeah, I didn't.
[CUSTOMER][NEUTRAL] Yes I am.
[AGENT][NEUTRAL] OK, so if you'll go to um it's [PII] and then you'll do create your OSC account.
[AGENT][NEUTRAL] You'll be the insured.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Like I know.
[CUSTOMER][NEUTRAL] Yeah, it
[AGENT][NEUTRAL] All you need to enter is your last name, email, and date of birth.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, well when I click
[CUSTOMER][NEUTRAL] Oh, I should have put 3.
[AGENT][POSITIVE] Yeah, they also do create
[CUSTOMER][NEUTRAL] Just log in again.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Can't hit log in, it's not gonna work.
[CUSTOMER][NEUTRAL] So I should put insured is the group that I'm in.
[AGENT][POSITIVE] Yeah, you'll be insured, yes, uh-huh.
[CUSTOMER][NEUTRAL] You click next
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, so,
[CUSTOMER][NEUTRAL] Member ID number that's my account number.
[AGENT][NEUTRAL] You don't have to enter that, just the asterisks last name, email, and date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It says complete your account set up, so I just hit continue.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It should take you to a screen that has, it'll ask to enter your email again. It's gonna send you a verification code.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Gonna send it on my email or on my phone?
[AGENT][NEUTRAL] It'll send it to your email. Mhm.
[CUSTOMER][NEUTRAL] Oh my email.
[CUSTOMER][NEUTRAL] Yeah you get the email.
[AGENT][NEUTRAL] And once you get it from your email, you'll enter that and then you'll create your password.
[CUSTOMER][NEUTRAL] That that's come through there.
[AGENT][NEUTRAL] Yeah, it takes a minute, usually.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, it's good.
[CUSTOMER][NEUTRAL] What a
[AGENT][NEUTRAL] Um, after you create your
[CUSTOMER][NEUTRAL] The one I was on
[AGENT][NEUTRAL] So after you create your password, it, it'll ask you to log in again. It's gonna ask to send another verification code to your email address.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEGATIVE] Well, it, I lost the page, um.
[CUSTOMER][NEUTRAL] It's like I'm gonna have to go back and log into y'all again because y'all are gone and I've got the code.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] Are you doing it from your laptop or desktop?
[CUSTOMER][NEUTRAL] I was doing I was doing it from my desktop and when I clicked.
[CUSTOMER][NEUTRAL] To get the um
[CUSTOMER][NEGATIVE] The number it's like I lost y'all when I click to make a new tab.
[CUSTOMER][NEUTRAL] OK I'll go back again.
[CUSTOMER][NEUTRAL] Of course it may not let me use the code it just sent.
[CUSTOMER][POSITIVE] Nice give me another one.
[CUSTOMER][NEUTRAL] He's gonna send me another one.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, oh, OK, I'm, I'm being very careful.
[CUSTOMER][NEGATIVE] I'm back over on my she's like I, I lost you a while ago when I made a new tab. I don't know why, um.
[CUSTOMER][NEUTRAL] OK, it should take a minute and should give me another code because it said it was gonna send me a new one.
[CUSTOMER][NEUTRAL] OK, this looks like the new one.
[CUSTOMER][NEUTRAL] OK. Verification code.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] There.
[CUSTOMER][NEUTRAL] OK, just change my email.
[CUSTOMER][NEUTRAL] Am I gonna change my email? I, I did the verification and says change your email.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Does it have any other options?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] It says uh no it just says it has my email address up there and it says change email password confirm display name and it says [PII] underneath.
[CUSTOMER][NEGATIVE] I'm not sure why it's telling me I have to change my email.
[AGENT][NEUTRAL] Um, no, you shouldn't have to change your email. Can you?
[AGENT][NEUTRAL] Uh, let me check, check something real quick.
[CUSTOMER][NEUTRAL] Let me go this.
[CUSTOMER][NEUTRAL] OK, I'm going, I went back insured, probably gonna tell me I gotta do it again.
[AGENT][NEUTRAL] Were you able to create your password?
[CUSTOMER][NEUTRAL] Next
[CUSTOMER][NEUTRAL] Uh, no, it will. I had a password before, but now since I've got to change my password when I put in this, so, but um.
[CUSTOMER][NEUTRAL] I'm back at, put in a last name as.
[CUSTOMER][NEUTRAL] Email it's gonna send me another code I'm assuming.
[AGENT][NEUTRAL] Can you, can you try just logging in with the information? Were you able to just now, like 5 minutes ago, create your password when we started the process?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] No, it never said created it just said cha I had a password with my user name. Do you think it saw it and saying I had to create another one?
[AGENT][NEGATIVE] Oh no, it just, no, it didn't retain any of that. It's like starting all over again. It didn't retain any of your old information for your password and log in.
[CUSTOMER][NEUTRAL] OK, well,
[AGENT][NEUTRAL] Um, so
[CUSTOMER][NEUTRAL] Alright, it says verify your email address.
[CUSTOMER][NEUTRAL] And then it says I'm gonna put my email in there so they send a verification code then it says new password. Now that's where I was. I put in the verification code and it didn't say.
[CUSTOMER][NEUTRAL] Create the password. It said change it.
[CUSTOMER][NEUTRAL] I'm gonna put in my
[CUSTOMER][NEUTRAL] Email address again.
[CUSTOMER][NEUTRAL] OK, now it says [PII] that came up when I put in my email address, but it's blank on the new password confirm so should I type in a new password and confirm it before I ask for it to send a code?
[AGENT][NEUTRAL] Um, yes.
[CUSTOMER][POSITIVE] Because then the code is right.
[CUSTOMER][NEUTRAL] Yes, put it in before I ask for the code because it's underneath. As for a code.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Let me, let me make sure. Hold on one moment.
[AGENT][NEUTRAL] Yeah, you have to enter your email and then send the verification code. Once you've verified, that's when you can create your new passcode or new password.
[CUSTOMER][NEUTRAL] OK, because underneath, underneath it says send a code and I got a a code thinking I was gonna put in the new password with this verification code. OK, alright, so let me.
[CUSTOMER][NEUTRAL] Alright, just confirm it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it asks for a display name.
[AGENT][NEUTRAL] You don't have to enter that.
[CUSTOMER][NEUTRAL] But it's got underneath it, [PII]. OK, so now I wanna send a verification code.
[AGENT][NEUTRAL] All you need
[AGENT][NEUTRAL] Did you create your password?
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] Yes, I did create a password and I asked for verification and so now I've gotta go back to.
[CUSTOMER][NEUTRAL] My um
[CUSTOMER][NEUTRAL] There's a new message.
[CUSTOMER][NEGATIVE] In lock, OK, because I have 3 from y'all now and I have a new verification, so I did it backwards because it said ask for the verification code and everything else is under it. I thought I had to ask for a code and then put in the information, but it's backwards or to me it seemed backwards.
[CUSTOMER][NEUTRAL] OK, so now I'm gonna put in this verification code.
[CUSTOMER][NEUTRAL] Says claim not verified.
[CUSTOMER][NEUTRAL] And then it says email address.
[AGENT][NEUTRAL] OK, are you using?
[CUSTOMER][NEUTRAL] I put in a verification code that just got.
[AGENT][NEUTRAL] Are you using Chrome or Edge?
[CUSTOMER][NEUTRAL] Uh, Chrome.
[AGENT][NEUTRAL] OK. Um, do you know how to browse or clear your browsing data?
[CUSTOMER][NEUTRAL] Um, talking about the history.
[AGENT][NEUTRAL] Yeah, on the top upper right hand corner, there's 3 dots.
[CUSTOMER][NEUTRAL] The 3 dogs.
[AGENT][NEUTRAL] You get and then you go to settings.
[CUSTOMER][NEUTRAL] Uh, let me go to.
[CUSTOMER][NEUTRAL] OK, I'm at I'm at history.
[CUSTOMER][NEUTRAL] If I click on history, can I tell it just to clear?
[CUSTOMER][NEGATIVE] Oh my god, I don't wanna get rid of.
[CUSTOMER][NEUTRAL] Everything in there, right? Oh no, that's OK. That's not my passwords and stuff, the history. OK, so.
[AGENT][NEGATIVE] No, no.
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] So you go to, you go to settings, not history.
[CUSTOMER][NEUTRAL] No, OK, all right, we're backtrack. Let me go again.
[CUSTOMER][NEUTRAL] OK, $3. I go to.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. Uh, that's setting.
[AGENT][NEUTRAL] OK, and then it does
[CUSTOMER][NEUTRAL] Now, where do you want me to go?
[AGENT][NEUTRAL] Does it bring up clear browsing data?
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] The top settings.
[CUSTOMER][NEUTRAL] It's the
[CUSTOMER][NEUTRAL] You and Google auto fill your passwords, privacy performance.
[CUSTOMER][NEUTRAL] AI innovations appearance engine, search engine, default browser on startup languages, downloads accessibility system reset settings, extensions.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That'll be quite
[AGENT][NEUTRAL] Uh, privacy and security.
[CUSTOMER][NEUTRAL] And the privacy?
[CUSTOMER][NEUTRAL] Alright, it says delete browsing data.
[AGENT][NEUTRAL] Yes, that one.
[CUSTOMER][NEUTRAL] Is that what I need to do?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright, I'm gonna get rid of browsing history cookies, cache images and files.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] And I'm gonna hit delete data.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. It is doing its little job, making the circles.
[CUSTOMER][POSITIVE] must be a lot. You'll make a little circle.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, um,
[AGENT][NEUTRAL] Let's try, let me, let me.
[CUSTOMER][NEUTRAL] It's been stolen, so I'm thinking it through.
[AGENT][NEUTRAL] Yeah, let me, I'm, I'm gonna try something real quick before I give you the next steps. Hold on just a second.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] I don't think anything's been retained, so.
[AGENT][NEUTRAL] OK, so if you can go, if we can just start from scratch, it did it complete the brow browsing, clear, clearing it?
[CUSTOMER][NEUTRAL] Did it do what?
[AGENT][NEUTRAL] It complete the clearing of the data.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] As far as I know, the little thing went round and round and then it's like it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Refreshed itself on the page so I'm assuming it got rid of everything.
[AGENT][NEUTRAL] OK, so if we can just, well, we're just gonna start over from scratch.
[AGENT][NEUTRAL] So if you'll go
[CUSTOMER][NEUTRAL] OK, so I'm going to exile.
[CUSTOMER][NEUTRAL] A website and I will bring it up to the end.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Alright, I'm back at the
[CUSTOMER][NEUTRAL] Website I'm going to create your own OSC account.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I'm clicking on insured next.
[CUSTOMER][NEUTRAL] Last name Free.
[CUSTOMER][NEUTRAL] Email, date of birth.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, I'm putting in my email address.
[CUSTOMER][NEUTRAL] I will create the me fax it.
[AGENT][NEUTRAL] Yeah, there you'll just send your code. Don't hit or don't enter anything else.
[CUSTOMER][NEUTRAL] And verification please.
[CUSTOMER][NEUTRAL] I what is it? I got you.
[AGENT][NEUTRAL] OK, I'm sorry, I can't hear you.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Put in the code that I think is the newest and verify it says that code is incorrect. Please try again, so I'll ask you to send me a zip code.
[CUSTOMER][NEUTRAL] OK in there one.
[CUSTOMER][NEUTRAL] OK, we'll try it again.
[CUSTOMER][NEUTRAL] I think because it appear to be in.
[CUSTOMER][NEUTRAL] And I put it in and now it says email address verified you can now continue.
[CUSTOMER][NEUTRAL] It says change email but should I just go down to continue?
[CUSTOMER][NEGATIVE] It says it's verified I don't wanna change my email.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Are you there?
[AGENT][NEUTRAL] Yes, can you hear me?
[CUSTOMER][NEUTRAL] Oh yeah, I can now. I'm sorry, go ahead I went off the speaker.
[CUSTOMER][NEUTRAL] OK, so just click continue.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Because it is it verified?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Alright, I agree to the terms of the.
[CUSTOMER][NEUTRAL] I agree the privacy policy. What's the point in reading them, can't do anything without changing them.
[CUSTOMER][POSITIVE] OK, so my account has been successfully created.
[CUSTOMER][NEUTRAL] Go to the dashboard.
[CUSTOMER][NEUTRAL] Welcom[PII]
[CUSTOMER][NEUTRAL] Can you
[CUSTOMER][NEUTRAL] in
[AGENT][NEUTRAL] Yeah, you'll have to log in again and it'll send a verification code.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, the verification is needed.
[CUSTOMER][NEUTRAL] Oh, OK, go to.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The other one
[CUSTOMER][NEUTRAL] get out of there that should be it.
[CUSTOMER][NEUTRAL] Well, I clicked on APL again so I can.
[CUSTOMER][NEGATIVE] It says it says send the code and now it's saying I'm logging in but I've never put the code on there.
[CUSTOMER][NEGATIVE] I clicked to copy the code and I came back to put the code in and it says it's logging in but it never let me.
[CUSTOMER][NEUTRAL] Pass the code in.
[AGENT][NEUTRAL] OK, can you, I guess can you try to log in again?
[CUSTOMER][NEUTRAL] Well, it's spinning saying it is logging in.
[CUSTOMER][NEUTRAL] But it had come up and it said log in and it said we will send you a code.
[CUSTOMER][NEGATIVE] So I went to my email and got the code, copied it came back to this page and it says it's logging in, but I never put the code in.
[AGENT][NEUTRAL] Yeah, that's, that's
[CUSTOMER][NEGATIVE] It was it's already been log in but something's not right.
[AGENT][NEUTRAL] Yeah, so just go back to log in, just go back to [PII] and then hit login.
[AGENT][NEUTRAL] And then your email address and password.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It says verification is necessary.
[CUSTOMER][NEGATIVE] Please click the send button and it's going to send me a verification code. There is no place for me to put my password in.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm gonna click in the verification code again.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I've got to go to my email to get that.
[CUSTOMER][NEUTRAL] And it has come through.
[CUSTOMER][NEUTRAL] And I'm copying it.
[CUSTOMER][NEUTRAL] Now I'm going to.
[CUSTOMER][NEGATIVE] Where it says I have to put that code in and it's been insane I'm logging in again and I've never put the code in.
[AGENT][NEUTRAL] OK, but if, if you get completely out of it and then just just go back to [PII].
[AGENT][NEUTRAL] You can just, I mean, you just get completely out of it.
[CUSTOMER][NEUTRAL] OK, leaving the card.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Alright, I got completely out. I'm completely back in.
[AGENT][NEUTRAL] OK, when you
[CUSTOMER][NEUTRAL] And it says verification is necessary. Please click the send button to get your verification code, and it's got my email address up there. It does not have wait a minute.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] Can you just go to [PII]?
[AGENT][NEUTRAL] Like, type it in browser.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I went to [PII].
[CUSTOMER][NEUTRAL] [PII], is that not where I'm supposed to be?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And it doesn't have a lot.
[CUSTOMER][NEUTRAL] Yes it is or yes it is.
[AGENT][NEUTRAL] Yes it is. Is there not an option that says log in?
[CUSTOMER][NEUTRAL] Yeah, I clicked it to log in and what comes up is.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] User details verification is necessary. Please send click please click the send button. It has my email address in with a bunch of asterisks and it says send the verification code and it's spinning where it's supposed to be logging in, but it's like it's waiting for me to get a verification code, but when I get the verification code, it doesn't let me put it in and it's spinning to log in again.
[AGENT][NEUTRAL] Can you try from Microsoft Edge?
[CUSTOMER][POSITIVE] So I've gotten completely
[AGENT][NEUTRAL] You're in Google, right?
[CUSTOMER][NEUTRAL] I'm in [PII].
[CUSTOMER][NEUTRAL] Google Chrome, yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Well, I don't, I don't, I don't have it set up for Microsoft edge on here. You won't tell me how to get there?
[AGENT][NEUTRAL] Uh, I believe you can just do.
[CUSTOMER][NEUTRAL] I don't have
[CUSTOMER][NEUTRAL] I don't have it and see I've got a laptop, but I don't wanna go in on my laptop and not be able to go in on my desktop because my desktop is where I scan everything, attach everything, send everything. I have Microsoft Edge on my.
[CUSTOMER][NEGATIVE] Laptop but I don't want this starting on my laptop because until I can do it on my desktop because I can't scan from my laptop.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't have all that stuff set up. I have it set up for my desktop.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] OK, so let's try, can you do forgot password?
[CUSTOMER][NEGATIVE] Oh, it doesn't give me the option of forgotten password.
[CUSTOMER][NEUTRAL] It just says verification is necessary, please click send button.
[CUSTOMER][NEUTRAL] To get
[CUSTOMER][NEUTRAL] A verification code.
[AGENT][NEUTRAL] Can you X out of your, can you take your email address that's populated and just erase it?
[AGENT][NEUTRAL] Does it populate your email address? Is that what it?
[CUSTOMER][NEGATIVE] Yes, it automatically pop populates it and when I highlight it and click backspace, it does not come out.
[AGENT][NEUTRAL] Because it should, it should have a forgot password option, cause if you forget your password, then you, you won't be able to.
[AGENT][NEUTRAL] Move forward. Um,
[CUSTOMER][NEUTRAL] Right, but I, I haven't forgotten it.
[CUSTOMER][NEUTRAL] I know what it is. I just set it up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you uh can you delete your browsing data again?
[CUSTOMER][NEUTRAL] Um, I just X out of everything and I will do that.
[CUSTOMER][NEUTRAL] Well, I said I exed out everything, but when I came up here we are. OK, let me go and
[CUSTOMER][NEUTRAL] 89
[CUSTOMER][NEUTRAL] Late browsing data.
[CUSTOMER][NEUTRAL] So like it's spinning around.
[CUSTOMER][NEGATIVE] And now it's gone back like it's finished.
[CUSTOMER][NEUTRAL] OK, so I'm gonna close every tab I've got.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We're a brand spanking new page.
[CUSTOMER][NEUTRAL] And I'm going to [PII].
[AGENT][NEUTRAL] You just do
[CUSTOMER][NEUTRAL] And it says welcome back.
[AGENT][NEUTRAL] Yeah, you don't have to do [PII] just just the [PII].
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] OK. Well, I'll go up there and see if I can erase it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it brought me back to the exact same place and it actually still has [PII] login even though I erased it.
[AGENT][NEUTRAL] OK, and then does it have now, does it say welcome to the online service center, log in, create your account or forgot password?
[CUSTOMER][NEUTRAL] It says welcome to the OSC. Create an account based on your role. If you're an agency, please reach out to the broker resources at [PII] [PII] [PII], but.
[CUSTOMER][NEUTRAL] It comes up to OK, hang on, I click to the side. Welcome to the online service center.
[CUSTOMER][NEUTRAL] You can log in. You can create your account, or you can go to forgot password so that it gave me that option.
[AGENT][NEUTRAL] OK, can you
[AGENT][NEUTRAL] OK, and then can you click on.
[CUSTOMER][NEUTRAL] Click on forgot password.
[AGENT][NEUTRAL] No, log in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Somehow a net is happening in my house and it's trying to rub on me.
[CUSTOMER][POSITIVE] OK, it is saved it got.
[AGENT][NEUTRAL] Uh that one too.
[CUSTOMER][POSITIVE] My email address and it's got the password that saved for me a while ago and I'm gonna click sign in.
[CUSTOMER][NEUTRAL] It says verification is necessary.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You there?
[AGENT][NEUTRAL] Yes, can you hear me?
[CUSTOMER][NEUTRAL] Yeah, uh-huh, I clicked on um.
[CUSTOMER][NEGATIVE] Whatever you tell me and it came up with my email address and my password already in there and oh forgot email.
[CUSTOMER][NEUTRAL] I forgot no log in and it went to that and now it says verification is necessary. Please click send button. It has my email address in there it says send a verification code.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you want me to click send verification code?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Then just give it [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, now I'm gonna go to my email because I closed everything.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Coming up.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Fashion code.
[CUSTOMER][NEUTRAL] And say how many are here.
[CUSTOMER][NEUTRAL] Then I got one at 5:11.
[CUSTOMER][NEUTRAL] Would that be the most recent one you think or should I close it.
[AGENT][NEUTRAL] Oh, no, no, it should say 5:19 or.
[CUSTOMER][NEUTRAL] Just one, OK.
[CUSTOMER][NEUTRAL] OK, yeah, it's just now saying it's coming in.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, 519 and let me copy it.
[CUSTOMER][NEUTRAL] And let me go back.
[CUSTOMER][NEUTRAL] And when I go back, yeah.
[CUSTOMER][NEGATIVE] Online service center page to log in that is gone and it says welcome to the online service center and it's spinning and it did not let me put a code in.
[AGENT][NEUTRAL] We can't
[AGENT][NEGATIVE] Can't click back. What did you click back on?
[CUSTOMER][NEUTRAL] I clicked on the tab top and it came up saying welcome to the online service center. I mean you gotta go back to the tab that you were on to put the code in.
[CUSTOMER][NEUTRAL] I didn't click it back here.
[CUSTOMER][NEUTRAL] I clicked on the tab that says APLOSC.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And it's spinning saying welcome to the online service center.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And it says log in create your account forgot your password.
[AGENT][NEUTRAL] OK, let me um try.
[CUSTOMER][NEGATIVE] You won't it but log into the account is spinning.
[AGENT][NEUTRAL] But it won't let you enter the verification.
[CUSTOMER][NEUTRAL] Do you want me to try to
[CUSTOMER][NEUTRAL] And that, that little.
[CUSTOMER][NEUTRAL] Oh, pop up is gone.
[CUSTOMER][NEGATIVE] And I'm back to the original look and log in is spinning like I put the code in and it's spinning to verify but it never let me put the code in that pop up was gone.
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] OK, can you do forgot password?
[CUSTOMER][NEUTRAL] You come over here. Wait, wait, wait, wait, wait, wait, wait, wait. Hang on, hang on, hang on, hang on.
[CUSTOMER][NEUTRAL] OK, I just, I just found a thing up underneath where it was it was hidden and it says you have now verified, continue.
[CUSTOMER][NEUTRAL] Just please wait
[CUSTOMER][NEUTRAL] Oh my God, we're going to the dashboard.
[CUSTOMER][NEGATIVE] But you could not see it. It was like it just completely disappeared and I clicked around on the page and suddenly I could see it. OK, now, now it's not at the dashboard. It says we're on step 2 of 3.
[AGENT][NEUTRAL] Oh, I'm
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] File a claim.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, you're in, you're in the dashboard, yeah. Are you wanting to file a claim or?
[CUSTOMER][NEUTRAL] Click next.
[CUSTOMER][NEUTRAL] Yeah, I am gonna need to file a claim. I'm gonna need to update my claim and.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now we know my husband has cancer too, so I've got to file one for him.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I'm going to have 2 going on.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, it says hello unknown. You can receive claim status via text message and your 10 digit phone number to receive updates or you can skip.
[CUSTOMER][NEUTRAL] OK, I guess I'll put my 10 digit phone number in there.
[CUSTOMER][NEUTRAL] And verify.
[CUSTOMER][NEUTRAL] The text message has been sent to your phone.
[CUSTOMER][NEUTRAL] OK, the code is.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] OK, no problem.
[CUSTOMER][NEUTRAL] OK, your phone number has been verified now subscribe to text messaging.
[CUSTOMER][NEUTRAL] OK,
[CUSTOMER][NEUTRAL] Would you like to review the coverage details of your policy? No, do you need access to your ID card?
[CUSTOMER][NEUTRAL] Uh, I don't think I have an ID card.
[AGENT][NEUTRAL] No, there's not one.
[CUSTOMER][NEUTRAL] So I guess maybe I, OK, I should say I guess I better print one because I don't have one.
[AGENT][NEUTRAL] Yeah, no, you don't have one.
[CUSTOMER][NEUTRAL] OK, need to file a wellness claim or traditional claim.
[AGENT][NEUTRAL] It'll be a tradition.
[CUSTOMER][NEUTRAL] Start your claim. OK, I'm gonna go to my, I'm gonna go to my policy.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And it lists who.
[CUSTOMER][NEUTRAL] Insured, which [PII] and [PII] aged out forever ago.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I have cancer intensive care.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] That's my details, where do I go to see.
[CUSTOMER][NEUTRAL] Like to update my stuff because I've got um.
[CUSTOMER][NEUTRAL] $25,000.
[CUSTOMER][POSITIVE] Each refill of medicine that put in and I can get whatever I can get off of it. I mean, I know it doesn't cover for every month, but it does give me some.
[AGENT][NEUTRAL] OK. Are you wanting to
[CUSTOMER][NEUTRAL] So where do I go?
[AGENT][NEUTRAL] To file a claim, is that what you're needing?
[CUSTOMER][NEUTRAL] I've I've already filed a claim on that. I just need to, well.
[CUSTOMER][NEUTRAL] I clicked on claims and it says there are no claims available and it says process 341-6503 and it has my information.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] In [PII], I was paid 14,367.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] So you just, you recently?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Um, had you recently filed a claim? Is that what you're wanting to check on?
[CUSTOMER][NEUTRAL] I have
[CUSTOMER][NEUTRAL] No, I need to update and put in my medicine for this year.
[CUSTOMER][NEUTRAL] Oh, I'm fixing to have.
[CUSTOMER][NEUTRAL] Mammograms and ultrasounds which I will need to attach and put on here so I can get the whatever the little claim is on the mammogram for the year um.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And then I'm gonna need to start a claim.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, my husband.
[AGENT][NEUTRAL] OK, so to file the prescription stuff, you're basically gonna need to file a claim too, so you can upload those documents.
[AGENT][NEUTRAL] So it would be under dashboard and then you should see on to the very right, start your claim.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then you'll click that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then traditional claim.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Additional. OK, so I'll do wellness claim after I had my, my ultrasounds in September.
[AGENT][NEUTRAL] Yeah, if it's for like, yeah.
[CUSTOMER][NEUTRAL] Cause that's, I don't know if that's really called a wellness claim, but I mean, I'm hoping I'm well after all that I've been through and but I, every year I have to have um mammograms and stuff, so that would be under routine or preventive maintenance since I've already had all the surgeries when the time comes in September.
[AGENT][POSITIVE] Yes, that's correct.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, so I'm going to traditional.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it turned green.
[CUSTOMER][NEUTRAL] Let me try again.
[CUSTOMER][NEUTRAL] Oh, I guess when it turned green I was supposed to go the next step. I was waiting for more to happen. OK, traditional claim, you need your policy information, supporting documents, the claim form. OK, to find the claim form you need to visit the help page. There are some common documentation required for. OK, we'll go to the.
[CUSTOMER][NEUTRAL] Help pages possible.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] How do I make a change? How do I get a duplicate? When I see the bill, premium policy, oh,
[CUSTOMER][NEUTRAL] I, I don't, I don't wanna look at that right now, OK, um.
[CUSTOMER][NEUTRAL] OK, I see it over here. A claim critical so clicked on cancer.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] And it gives me a downloadable form.
[CUSTOMER][NEUTRAL] And it's got instructions.
[CUSTOMER][NEUTRAL] And it's coming up to where I think I can print.
[CUSTOMER][NEUTRAL] OK, fine.
[CUSTOMER][NEUTRAL] OK, so I don't need to print the instructions. I'll print the claim form. I'll fill that out and then.
[CUSTOMER][NEUTRAL] I can upload it right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Because I think that's what I did before I'll be able to like, OK, at this point.
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][NEUTRAL] I can hang on my own for a while but I just couldn't get to anything so um I'm going to.
[AGENT][POSITIVE] I'm so sorry about that. I'm so sorry.
[CUSTOMER][NEUTRAL] Yeah, um, but I should be OK because I mean I, I don't have to file that stuff today, but I, I'm back to where it looked familiar to me now when I get ready to do set up the other form, I'm gonna ex out of here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, so I will, I will do do this claim form and put all the information in and.
[CUSTOMER][NEUTRAL] I will uh scan the diagnostic page where are the diagnosis page and I'll attach all that and and send it but how do I put that it's his name now and not mine oh it because it says name OK I don't think my brain's hitting on all cylinders I've got a little too much stress, um.
[AGENT][NEUTRAL] I understand.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I will work on this and if I get absolutely lost because before I went in and I clicked on my name and I said it was gonna be about me and I don't remember seeing anything like that. Well, it did say who it does say who.
[CUSTOMER][NEUTRAL] Of the insured that I'm working on, so I'll go back and start one with him, OK, I think I've got it and um.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] If I melt down tonight or tomorrow or I just can't get anything to work because I just can't get it to work, which was more like a while ago, get it to work. I will be back in touch with somebody and hopefully it'll be you. You have been very patient with me and I really, really appreciate that.
[AGENT][POSITIVE] Oh, no problem, no problem. I, I, we've had, we've had a lot of bugs to work out with this new website, so I totally understand your frustration. I am, I'm a super impatient person usually like with this kind of stuff, so I totally understand. Like I would be clicking and clicking and feeling so frustrated, so I totally understand. So we're happy to help anything we can do to make it easier.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Yeah, I felt like I was in a loop, you know, I just felt like I was in a loop. It was like, no matter what I clicked on, it would just stop and do something else, but I didn't have any idea I needed to clear the browser history of anything like that. So yes, with your help, I'm back to, uh, something recognizable, but I'm going to have to go take some.
[AGENT][NEUTRAL] I know, yeah.
[CUSTOMER][NEUTRAL] I went off on my head before I chew anymore so.
[AGENT][POSITIVE] I'm sorry about that. Well.
[CUSTOMER][NEUTRAL] OK, alright, well, no, no, no, that's, that's not your fault that's just, that's just stress. I appreciate your help and um I will let you go and I hope you have a wonderful evening.
[AGENT][POSITIVE] OK, well, thank you, Mrs. [PII] and thank you for calling APL and don't hesitate to reach back out if you have any issues at all, OK?
[CUSTOMER][POSITIVE] Alright, thank you so much.
[AGENT][POSITIVE] Thank you. Have a good evening.
[CUSTOMER][NEUTRAL] OK. Bye-bye.