AccountId: 011433970860
ContactId: 14483596-8a1f-4f1a-bd5b-a839ba8008e5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 570229 ms
Total Talk Time (AGENT): 171428 ms
Total Talk Time (CUSTOMER): 166720 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/14483596-8a1f-4f1a-bd5b-a839ba8008e5_20250616T15:49_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, I, is your website down? It's not letting me log in.
[AGENT][NEUTRAL] OK. Actually, we've updated our website a couple of weeks ago and um you should have received the notification that you would have to go in and reset up your policy.
[CUSTOMER][NEUTRAL] Oh, I, well, I got this through my workplace, so.
[AGENT][NEUTRAL] OK. Well, I can um assist you with setting your policy.
[CUSTOMER][NEUTRAL] What do I need to get
[AGENT][NEUTRAL] You would need to go to our website. Um, it's secured. [PII].
[AGENT][NEUTRAL] OK. And when you go there, you will see a button that says create new policy.
[AGENT][NEUTRAL] And you'll click on that button and just let the system know that you're the insured and then um set up your policy from there.
[CUSTOMER][NEGATIVE] Well, that's secured [PII]. That website doesn't work.
[AGENT][POSITIVE] Mhm. Well actually, I just assisted someone with it, so it's been working.
[AGENT][NEUTRAL] Are you at your system, are you at your system now?
[CUSTOMER][NEUTRAL] What is it again?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Yes, ma'am. It's secured. That's [PII]. And can I get your name and a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] My name is [PII]. My callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And [PII], could I get your policy number?
[CUSTOMER][NEUTRAL] It's just
[CUSTOMER][NEGATIVE] I don't know the policy number, it just keeps spinning and spinning and spinning.
[AGENT][NEUTRAL] OK, I see it may be.
[CUSTOMER][NEUTRAL] And then it says I can.
[AGENT][NEUTRAL] Yeah, it may be an issue with your policy. Could I get your social to take a look?
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Yes it is.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and please verify your date of birth and your mailing address.
[CUSTOMER][NEUTRAL] Yes, [PII], um, and you said my what now?
[AGENT][NEUTRAL] Your date of birth and then verify your email address.
[CUSTOMER][NEUTRAL] Date of birth is [PII] and my email address y'all might have my work which is [PII] or [PII] I think no [PII].
[AGENT][NEUTRAL] Yes, ma'am. That's what we have on file.
[AGENT][NEUTRAL] And what message is the system giving you?
[CUSTOMER][NEGATIVE] It's just like spinning. It says the site can't be reached secure. [PII] took too long to respond.
[CUSTOMER][NEGATIVE] And every time I do it, it just keeps spinning and spinning and spinning.
[AGENT][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] And this is a Chrome browser.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We'll try, um, let's see.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Do y'all, do y'all use Chrome?
[AGENT][NEUTRAL] I'm not sure.
[CUSTOMER][NEUTRAL] OK, so website, so I'm at this website.
[AGENT][NEUTRAL] Yeah, AM
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Then I click sign in register.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] And let the system know that you're the insured.
[CUSTOMER][NEGATIVE] Yeah, this is the page I want that refuses to load. Is it loading on your end?
[AGENT][NEUTRAL] Well, on my end, all I can see is that you have an active policy, so you should be able to um set up your policy online.
[CUSTOMER][NEUTRAL] Yeah, but it's
[CUSTOMER][NEGATIVE] It's not even letting me load. Let me try to see if I can do it on my MacBook, but this is dumb, like, this is my work computer and it's not even letting me do anything. Every time I go to the website, it, it times out.
[AGENT][POSITIVE] Wow, yeah, and I've been assisting people, um, set up their policy on the new website all morning. This is the first time I've heard this.
[AGENT][NEUTRAL] I'm not sure what's going on.
[CUSTOMER][NEUTRAL] So it could, it could be a setting on this work computer, but it does work on my MacBook so I need to do create your OSC account.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And let me ask you something while we're doing this, um, is, is, uh, I had to get like crutches and a uh a boot is that covered?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, one moment. Let's see. It should be covered under DME if DME is covered under your policy.
[AGENT][NEUTRAL] I'm waiting for your benefits to come up, one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I use the email address that they have on file or should I use my own personal?
[AGENT][NEUTRAL] You should use your own personal email address and I'll change that for you one moment.
[AGENT][NEUTRAL] And yes, I'm showing that DME is covered under your policy, and that's covered under outpatient, which we cover up to $500 per day. So the DME is covered.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And what would you like for me to change your email address to?
[CUSTOMER][NEUTRAL] Well, I got, I had to use that email address to come to to log in so I wouldn't change it right this second, right?
[CUSTOMER][NEGATIVE] Like when I, when I try to put my personal in, it wouldn't do it.
[AGENT][NEUTRAL] Well, are you able to log in now?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, yeah, so I wouldn't change it then.
[CUSTOMER][NEUTRAL] Yeah, it's let me create it. It says at first I gotta send the verification.
[CUSTOMER][NEUTRAL] Code to my regular to my work email.
[AGENT][NEUTRAL] Right, cause that's what we have on file.
[CUSTOMER][NEUTRAL] So let me ask you something else. I had a claim that I did submit, but I didn't have the DME receipt. Uh, I think they closed the claim. Do I just resubmit it?
[AGENT][NEUTRAL] Yes, ma'am. You'll resubmit everything. We'll need the um EOB from your primary insurance and also documentation with the diagnosis code.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So is it
[CUSTOMER][NEUTRAL] Alright, so.
[CUSTOMER][NEUTRAL] 301.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Verify code. OK.
[CUSTOMER][NEUTRAL] So every time you log in they gotta send aification code.
[AGENT][NEUTRAL] No, it's just um the beginning, just to set it up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So does it have the claims that I've already filed?
[AGENT][NEUTRAL] Yeah, you should be able to pull those up, your old claims.
[CUSTOMER][POSITIVE] Yeah, OK, I think I see it. Alright, I think I'm good to go. Thank you so much for your help.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, not yet. Thank you.
[AGENT][POSITIVE] OK, thank you, [PII], for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] Bye bye.