AccountId: 011433970860
ContactId: 07d2cf33-fb29-4cdf-b039-35270419246c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 295510 ms
Total Talk Time (AGENT): 112803 ms
Total Talk Time (CUSTOMER): 147312 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/07d2cf33-fb29-4cdf-b039-35270419246c_20250623T14:38_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm having trouble of um getting online um to see I had my thyroid removed and I'm having trouble trying to file a claim on that.
[AGENT][NEUTRAL] Are you trying to file a claim on our online service center?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and your name is again? I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] 006839.
[CUSTOMER][NEUTRAL] 21
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I mean, I've been struggling trying to get home to do this clean, but I can't.
[AGENT][NEUTRAL] OK, and Ms. [PII], verify your date of birth, mailing address and email address, please.
[CUSTOMER][NEUTRAL] You think you can help me?
[CUSTOMER][NEUTRAL] OK, date of birth is [PII].
[CUSTOMER][NEUTRAL] Uh, mailing address [PII].
[CUSTOMER][NEUTRAL] [PII], it's uh [PII].
[CUSTOMER][NEUTRAL] And the email is [PII]. I don't know if you got the other one. [PII].
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Uh, that's the email address we have is the [PII] address and that's the email address you're using when creating a new account.
[CUSTOMER][NEUTRAL] OK, OK, OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Well, I've already created an account but I just can't remember my password and every time they send me that code and I put it in, it still won't let me log in.
[AGENT][NEUTRAL] OK, so have you already created a new account since we've updated our system?
[AGENT][NEUTRAL] Or when did you create that account? Uh, that's been about a couple of weeks.
[CUSTOMER][NEUTRAL] How long has that?
[CUSTOMER][NEUTRAL] Um, this year.
[CUSTOMER][NEUTRAL] Oh no, this is, um, no, I've done this maybe 3 months ago.
[AGENT][NEUTRAL] Oh, yes, ma'am. You have to create a new account since our system updated about 3 weeks ago.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So when you get onto the site you would select create new account.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And then you would select insured.
[CUSTOMER][NEUTRAL] I don't see any of that.
[AGENT][NEUTRAL] Are you at the [PII]?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Secure, yes, I'm there.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it said log in and then when I go to log in.
[AGENT][NEUTRAL] Under under log in do you see create your OSC account?
[CUSTOMER][NEUTRAL] It just
[CUSTOMER][NEUTRAL] Yes, I see that now, uh-huh.
[AGENT][NEUTRAL] Yes ma'am, click on that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you're gonna select insured.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Uh, so like, OK, OK, I see that.
[AGENT][NEUTRAL] And it's gonna ask for your last name, your social, zip code, email address, and date of birth.
[AGENT][NEUTRAL] And once you've entered that information.
[CUSTOMER][NEGATIVE] OK, it's not doing Netflix.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEGATIVE] It's not doing anything, so I'm gonna go back.
[CUSTOMER][NEUTRAL] And then I'm gonna hit um create your OS and then you say insured.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] It's at the bottom? OK, I hit that, it light up blue, but it don't do nothing.
[AGENT][NEUTRAL] Uh, you have to select next.
[CUSTOMER][NEUTRAL] Um, 00, I see it's at the bottom. OK, and it's still that out.
[AGENT][NEUTRAL] Uh, yes, ma'am. And then once you fill that out and select next again.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, if it doesn't give you an error message, it should say to complete, and once you've, um, it'll send a verification code to the email address that we have in our system.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um, you enter that code and then also set up your password and they should be able to get into the account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] Um, OK, I appreciate you.
[AGENT][NEUTRAL] Yes, ma'am. Is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] Um, no, ma'am, thank you so much.
[AGENT][POSITIVE] Oh you're welcome. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] OK, you too.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye.