AccountId: 011433970860
ContactId: 0913411c-e2fa-44c2-80d3-7d0022b0e563
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1579520 ms
Total Talk Time (AGENT): 356948 ms
Total Talk Time (CUSTOMER): 674065 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/0913411c-e2fa-44c2-80d3-7d0022b0e563_20250611T21:29_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APO. This is [PII]. How may I assist you?
[CUSTOMER][NEGATIVE] Hello, I'm trying online to file a claim, but I am not able to get into my account keeps telling me you can't find my account.
[AGENT][POSITIVE] OK, I can assist you with that. May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, excuse me, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Do you know the policy number?
[CUSTOMER][NEUTRAL] Policy number.
[CUSTOMER][NEUTRAL] 709-071
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right, I'm gonna speak for security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mailing address [PII].
[AGENT][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Email address [PII].
[AGENT][NEUTRAL] OK, yes, that's what I have. Thank you. And Miss [PII], have you created the account again or um you're just trying to go in without creating an account?
[CUSTOMER][NEUTRAL] Um, I was trying to use the same account that I used last year, um.
[AGENT][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] When I had my preventative, um.
[CUSTOMER][NEUTRAL] Uh, exam that it's not letting me do I need to create a new account?
[AGENT][NEUTRAL] Yes, Ms. [PII], um, we have changed platforms and so all the accounts need to be recreated. All the usernames and everything has to be recreated. So if you can just click on create OSC account and um I can go ahead and go with you and follow steps.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so am I agency group provider insured, is that who I am? OK.
[AGENT][NEUTRAL] Insured.
[AGENT][NEUTRAL] Yes, you're the insured.
[CUSTOMER][NEUTRAL] And then fill out this information.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] the.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Complete your account set up.
[CUSTOMER][NEUTRAL] What does display name mean and given name and surname?
[AGENT][NEUTRAL] OK, the display name is the name that you want to see when you go into your account. So it could be your full name or it could be just anything that you want to display. Um, the given name is your first and the other one is your last name, the first and last name.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, surname is last name.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Says claim not verified email address.
[AGENT][NEUTRAL] OK, did you click on send code?
[CUSTOMER][NEUTRAL] Oh no, I didn't, I didn't even see that.
[CUSTOMER][NEUTRAL] Well, it tells me the code is incorrect, but that's what I'm looking at.
[CUSTOMER][NEUTRAL] 1
[CUSTOMER][NEUTRAL] Mm hm.
[CUSTOMER][NEUTRAL] Oh it's sending me another one now.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] It's saying claim not verified email address.
[CUSTOMER][NEUTRAL] But it says email address verified you can now continue hm.
[AGENT][NEUTRAL] OK, so, um, when you put the code, you click on verify.
[CUSTOMER][NEGATIVE] Mm I just um ignored what it said and read and, and click continue. I had two conflicting um.
[CUSTOMER][NEUTRAL] In red it told me that it couldn't verify but then in blue it told me to click continue so I click continue and now it says your account has been successfully created.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Go to dashboard and so where is the dashboard?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the dashboard will be
[CUSTOMER][NEUTRAL] Do I have to log in again?
[AGENT][NEUTRAL] Uh-huh, yeah, that will be the beginning. Mhm.
[CUSTOMER][NEUTRAL] So I click log in again.
[AGENT][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEUTRAL] And it has to send me another verification code.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I'm still waiting on the code.
[AGENT][NEUTRAL] It takes a couple of minutes for the 2nd call to go in.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yeah, yeah, it takes a little bit longer than the first one.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And if I can.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] when you get 10,000 steps a day.
[AGENT][NEUTRAL] You want to refresh it now? It should be there by now.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] So fine.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] that there's another one are the only one.
[CUSTOMER][NEUTRAL] that
[AGENT][NEUTRAL] OK, and the first one just came in, um.
[AGENT][NEUTRAL] Directly it didn't go to spam or anything like that, correct?
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] I'm sorry, the first one did what?
[AGENT][NEUTRAL] And the first one came in directly to your email. It didn't go to spam or anything like that.
[CUSTOMER][NEUTRAL] No, it didn't go to spam it went to my email.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] On the login page.
[CUSTOMER][NEUTRAL] And I'm looking in my
[AGENT][NEUTRAL] Uh-huh. OK.
[CUSTOMER][NEUTRAL] And there's nothing in it, it's not in my spam.
[AGENT][NEUTRAL] OK, on the login page, um, what options do you have? Just to put in the code and verify or what options do you have?
[CUSTOMER][NEUTRAL] Mhm, that's all.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, that's all that it's saying to do.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Do you want to go ahead and send another one?
[CUSTOMER][NEUTRAL] OK, I just did that.
[CUSTOMER][NEUTRAL] I think it went to sleep.
[CUSTOMER][NEUTRAL] Uh, let me tell it send me new code and see what it'll do.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Yeah, if you do it too many times, it's gonna kick you out.
[CUSTOMER][NEUTRAL] Now, now what.
[CUSTOMER][NEUTRAL] Oh, it will OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Now, um,
[CUSTOMER][NEUTRAL] I wrote down instructions of what I did last time when I went online to um.
[CUSTOMER][NEUTRAL] Then the claim, so I wrote down to select claims department for preventative test. Is that still the same?
[AGENT][NEUTRAL] Um, for the wellness, now it's a little bit different. Um, once you go in, it's gonna, you're gonna see a green button that says to submit claims. You're gonna click on that and it's gonna give you two options, either a regular claim or a wellness claim, and you will just click on wellness claim and just fill that out and send it in.
[CUSTOMER][NEUTRAL] Um, and last time I remember I had to upload or something like that. So will I have to do that?
[AGENT][NEUTRAL] Mm, no, not now.
[AGENT][NEUTRAL] Mm mm. No.
[CUSTOMER][NEUTRAL] No, OK.
[CUSTOMER][NEUTRAL] So, um, tell me what it says again because it seems like it's, it's not doing anything and in fact on the.
[CUSTOMER][NEGATIVE] On the screen that says welcome to the online service center, the log in is just buffering, it's not doing anything.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um, so, OK, once I do finally get a code, you said to go to a green tab?
[AGENT][NEUTRAL] And then once you're in, that, that will be once you're in. So when you get the code, um you should have two open tabs. Um, if you're seeing just the one that is buffering, that means there's another one. So you will go down where your browser is and you will see that there's another one, a little window that is supposed to be open where you're gonna put that code.
[AGENT][NEUTRAL] So once you put that code in your in your account, then you're gonna see a um a claim submission button and that one you will click on it and it will give you a um to choose either a regular claim or a wellness claim.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, claim submission button and I choose wellness claim.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And then it'll just be something where I just fill in the information?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, let me see something just came into my inbox, let me see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yeah, no.
[CUSTOMER][NEUTRAL] Still not there.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] No, still not there.
[AGENT][NEUTRAL] OK, right.
[CUSTOMER][NEUTRAL] OK, so I will do that rather than continuing to hold you on the line because it's, it still hasn't come yet so.
[CUSTOMER][NEUTRAL] I'll just keep waiting for it to send me a verification code.
[AGENT][NEGATIVE] Um, it should not take this long. If it takes this long, it's just not gonna work because it it's time and it has a timer. Um, so, uh,
[AGENT][NEUTRAL] I will say the only other thing that I can.
[CUSTOMER][NEUTRAL] Should I
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Did I cancel it and log in again?
[AGENT][NEUTRAL] I would say go ahead and close all the tabs you you have opened with us, um, just close everything out and go back to the website to the search and just click [PII] and go to the website again.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Log out of everything.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Go in and log um go to the website again.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Uh, now they all pop up, all three of them, after I've logged out of everything.
[AGENT][NEUTRAL] Mm, yeah, something was done.
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, let's see. So it's uh secured.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] OK, so this time I can just say log in since I created the account?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I have to tell it to send another verification code I can't use any of the ones that I already have, I guess.
[AGENT][NEUTRAL] Uh, you can try the last one and see if he will take it, but if it doesn't take it, then you have to click on send verification code again.
[CUSTOMER][NEGATIVE] This code is incorrect. Please try again.
[AGENT][NEUTRAL] Um, yeah, time out, yeah.
[CUSTOMER][NEUTRAL] Do I have to tell it to send a new one or do you think when I sign back in it already will send another one?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh no, you need to click on send a new one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, well.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Are you in the computer trying to do this or are you on the phone?
[CUSTOMER][NEUTRAL] I am on my computer.
[AGENT][NEUTRAL] On your computer. OK. Um, do you have access to your emails through your phone?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I do. And, and when they send the code, it comes to my phone.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So then I go to my phone to get the code.
[AGENT][NEUTRAL] OK, yeah, that's.
[CUSTOMER][NEUTRAL] But um
[CUSTOMER][POSITIVE] Uh, if, if I can't, um, you know, follow the directions once, oh, very good. I just got the code. Yay.
[AGENT][NEUTRAL] Yeah, OK.
[CUSTOMER][POSITIVE] Oh my goodness. This is just exercise and patience.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 3
[CUSTOMER][POSITIVE] Verify oh yay, that works.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Welcome to the online service center.
[AGENT][NEUTRAL] Yeah. OK, so now you're gonna go to my my account.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And you're gonna see that um.
[AGENT][NEUTRAL] Start your claim.
[CUSTOMER][NEUTRAL] Hm, that's not where it took me it took me right back to.
[CUSTOMER][NEUTRAL] Um, the login screen.
[AGENT][NEUTRAL] It took you back to the login screen.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Now, now it's taking me. That's what it did, but now it's has just switched and it's taking me somewhere else now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it says file a claim step 2 of 3.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I guess I hit next.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] It's funny little box it's like a cartoon or something talking.
[AGENT][NEUTRAL] Cartoon.
[CUSTOMER][POSITIVE] You can also access this, yeah, it's like giving me, um, must be a tutorial, this must be a tutorial.
[AGENT][POSITIVE] Oh, it's giving you, got you.
[AGENT][NEUTRAL] A tutorial. Yeah, that's a tutorial. Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You can receive claim status updates via text message and your 10 digit phone number to receive updates.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah, it must be a tutorial.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Then I guess I can put my phone number in to get the update.
[AGENT][POSITIVE] Yes, you can do that. Mhm.
[CUSTOMER][NEUTRAL] I guess.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh my gosh, now I'm getting another code. If it's gonna take as long as the other 10 gosh.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh, let's see.
[AGENT][NEUTRAL] The codes is just for today. Next time it's not gonna ask you all those codes, I promise.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Are you sure?
[AGENT][POSITIVE] Yes, for sure. I have an account, yes.
[CUSTOMER][NEUTRAL] I'm gonna take you at your word.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] But I hope you are right. Oh my goodness.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][POSITIVE] Your phone number has been verified and you're now subscribed. OK, very good.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, finally I'm at the dashboard. Do you need access to your ID card? Would you like to review the coverage details of your policy, start your claim, that's what I need to click on, right?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEUTRAL] Start your claim, traditional claim, and you said it's wellness. So I click on wellness.
[AGENT][NEUTRAL] Yes, well.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What you'll need health care provider information procedure performed.
[CUSTOMER][POSITIVE] Direct deposit is the fastest, safest way to claim instead of waiting for a check.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Simply verify visit my profile next step.
[CUSTOMER][NEUTRAL] Select claim.
[CUSTOMER][NEUTRAL] Claim it. OK, so I put in my name.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Um, now, do I have to put in my name the way it is on with my policy or the way, uh, it was a for mammography, so, or do I put it the way solace has it?
[AGENT][NEUTRAL] Uh, the way you have it with us.
[CUSTOMER][NEUTRAL] As I go by my middle name.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because that's not how um.
[CUSTOMER][NEUTRAL] So it has my name.
[CUSTOMER][POSITIVE] Name of the service provider facility so that's solid.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Date of service was yesterday.
[CUSTOMER][NEUTRAL] The 0
[CUSTOMER][NEUTRAL] I still I don't know facil facility contact number that's the phone number I guess.
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, select type of wellness service.
[CUSTOMER][NEUTRAL] And I scroll down to mammograms.
[CUSTOMER][NEUTRAL] Method.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] That's asking if I want a check or if I want direct deposit.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'll just say pay check.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, cause I don't, I don't know whether I'd
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't know if I did direct deposit last time and um I don't have my checkbook here with you and I have had you online long enough.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm. It's OK. No, you're not set up for direct deposit, so yeah, um, you can do check and, yeah, if you, next time you do it or next time you send any other claim, it's gonna ask you the same question, so you can go ahead and do direct deposit if you want to do that later on.
[CUSTOMER][NEUTRAL] Um, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. So any person knowingly presenting false fraudulent claims.
[CUSTOMER][NEUTRAL] Guilty please sign here, so I'm signing electronically I'm guessing.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You know, that's really hard to do with these amounts, but I would try.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] I mean, it makes it look like none of us know how to write using this thing.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] It's really hard.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] Yes, it looks like we have, we haven't ever learned to write before. It looks terrible.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, so I'm submitting that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's taking a while.
[AGENT][NEUTRAL] Mhm it's gonna take a minute.
[CUSTOMER][NEUTRAL] You know, this, it, it doesn't, it doesn't rush, that's for sure. You just go slowly.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Slowly but surely it's getting there.
[CUSTOMER][NEUTRAL] So you're sure next time I will not have to go through all these steps. Are you all are gonna change your system again, are you?
[AGENT][NEUTRAL] Hopefully not. Hopefully this one will work wonders and we don't have to update.
[CUSTOMER][NEUTRAL] Oh good, it says.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] OK, wonderful. It tells me that it, it has been successfully submitted.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] OK, download, download the claim details for your records. Very good. OK.
[CUSTOMER][POSITIVE] All right, I'll tell it to print and I will keep it for my records. My hard work and your patience with me as I went through this, I appreciate it very, very much.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You're welcome, Ms. [PII].
[CUSTOMER][POSITIVE] Alright you have a blessed evening thank you so much for your help.
[AGENT][POSITIVE] UFL and thank you for calling APL. Have a good afternoon, Ms.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][POSITIVE] You're welcome. Thank you. Bye-bye.