AccountId: 011433970860
ContactId: 10710538-3341-4d3b-a3ab-4600439171a4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 600280 ms
Total Talk Time (AGENT): 194148 ms
Total Talk Time (CUSTOMER): 214832 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/10710538-3341-4d3b-a3ab-4600439171a4_20250625T16:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. My name is [PII]. I'm calling, um, I need help to log in.
[CUSTOMER][NEGATIVE] For some reason I had troubles. I know I logged in once and then I just didn't write down the login information and I.
[CUSTOMER][NEGATIVE] Struggling logging a second time.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, absolutely. I'm sorry about that. Is it for your personal policy, like your individual?
[CUSTOMER][NEUTRAL] Uh, yeah, it is individual mhm.
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][POSITIVE] Yes, I do.
[AGENT][NEUTRAL] OK, that's
[CUSTOMER][NEUTRAL] So it is uh 02603010.
[AGENT][NEUTRAL] All right, thank you. And then if I can get your date of birth and address?
[CUSTOMER][NEUTRAL] So it's [PII], uh [PII].
[AGENT][NEUTRAL] OK, and then the email on file is [PII]. Is that still a good email?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yep, mhm.
[AGENT][NEUTRAL] Alright, so, um, our online service center did change just a few weeks ago and so we had an update to the service center, yeah, so when you go on you need to click the link that says create your OSC account.
[CUSTOMER][NEUTRAL] Oh, that's probably.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, I have to create again? OK.
[AGENT][NEUTRAL] Mhm, yeah, everybody's having to recreate and so when you click that it asks you to click a role that describes you. You're gonna click on just insured.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Insured, OK. Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then it's gonna ask for some information. Now the only things required are the ones with the red asterisk, so you just need to put in your last name, your email, and then your date of birth. The email is gonna be the username going forward.
[CUSTOMER][NEUTRAL] OK, so it's not.
[CUSTOMER][NEUTRAL] [PII] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, um, am I creating a new password?
[AGENT][NEUTRAL] Yeah, so if it lets you continue, then it's also gonna ask you to like verify your email.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Does do you see send verification code at the top?
[CUSTOMER][NEUTRAL] Um, correct. I do. Mhm.
[AGENT][NEUTRAL] Yeah, yeah, so do that and put in your email you're gonna need to put in the code and verify the email and then you will create the new password once you verify the email first.
[CUSTOMER][POSITIVE] Uh, OK, thank you, let's do that.
[AGENT][NEUTRAL] Yeah, if you don't verify the email first, it'll just take you like in a loop so.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, going on uh verification classes OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Let's try to get
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So when I get the code.
[AGENT][NEUTRAL] Mhm. And then you click, you click verify after that.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, now giving me an opportunity to change.
[CUSTOMER][POSITIVE] And I can even change the email looks like.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, so now I have to log in.
[CUSTOMER][NEUTRAL] So every time I log in, they have to, they will ask me verification on my email.
[AGENT][NEUTRAL] It's gonna, well, so every time it's gonna send you a code that you'll have to enter, but if you agree to the terms and conditions and everything, you should be set up. So now you should be able to log in, but yes, you will have to enter a code.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK 107.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I was able to log in.
[AGENT][NEUTRAL] OK, can do.
[CUSTOMER][NEUTRAL] Um, just I wanna make sure my claim is still there. I have to start over.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, I guess it will take time to load.
[AGENT][NEUTRAL] Yeah, the one that's from the [PII] is still in progress. It is still there. I see that under your name if that's the one that you're looking for.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so where can I find my claim?
[AGENT][NEUTRAL] Let's see if you.
[AGENT][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] See the policy details.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] So to view claim status, it looks like on the left hand side click my policy.
[CUSTOMER][NEUTRAL] Queen here and go.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] View policy details.
[AGENT][NEUTRAL] And then you should see a tab for claims.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, I did, I do see the claim.
[CUSTOMER][NEUTRAL] I know that they asked me, OK, I see where I can download documents. OK. Because they requested me to um upload discharge paperwork and uh that's why I wanted to complete that so I can actually.
[AGENT][NEUTRAL] Oh, OK. Yeah.
[CUSTOMER][NEUTRAL] Finish it off um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm assuming that.
[CUSTOMER][NEUTRAL] Because I don't see.
[CUSTOMER][NEUTRAL] I'm guessing they still have an invoice, right, because I, I did upload invoice at some point.
[AGENT][NEUTRAL] Yeah, if you had already uploaded that, then you don't have to resubmit it. You can just submit the additional documentation.
[CUSTOMER][NEUTRAL] But I don't
[CUSTOMER][NEUTRAL] OK, because yeah, I don't see it but um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's download documents. Where can I upload the documents?
[CUSTOMER][NEUTRAL] Is there the upload button?
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] To you're not gonna be able to add to the claim, you'll start a claim if you're just needing to upload. So from the dashboard there's um a link there that says start your claim, and that's where you upload information.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Even though it's the same claim, it's not really a new claim.
[AGENT][NEUTRAL] Right, because there's not a way to attach it to the claim that's already in there unfortunately.
[CUSTOMER][NEUTRAL] Oh, OK, and I would consider a traditional or wellness.
[AGENT][NEUTRAL] Mhm, yeah, it would be just traditional.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, well, I guess I will.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Upload more paperwork.
[AGENT][NEUTRAL] OK. Anything else?
[CUSTOMER][NEUTRAL] OK. OK. No, no, thank you.
[AGENT][POSITIVE] All right, thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye.
[AGENT][NEUTRAL] Bye bye.