AccountId: 011433970860
ContactId: 14bd71d7-e71a-46a7-84c1-da8d4b6dbc6b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 629900 ms
Total Talk Time (AGENT): 180803 ms
Total Talk Time (CUSTOMER): 179866 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/14bd71d7-e71a-46a7-84c1-da8d4b6dbc6b_20250612T16:26_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII], and I had submitted a claim a while back, and then um you had requested some more information back and forth. So, anyhow, I received the um detailed uh what you needed from the hospital. But when I went to try to log in today to submit it, it's saying that they, there's no record of me.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so we
[CUSTOMER][NEUTRAL] So I went back and I read it.
[AGENT][NEUTRAL] We did um update our online service center this past week [PII] so if you haven't logged in in the past week, you're gonna need to create a new log in um everybody's creating new logins and so going forward your username is gonna be your email.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So when you get to the site you're gonna need to click on create new OSC account.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then once you do that, it's gonna ask you to click on a role that best describes you. You're gonna click on insured.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you're gonna put in your last name, your email address, and your date of birth.
[CUSTOMER][NEUTRAL] OK, as as my log in?
[CUSTOMER][NEUTRAL] Hang on just a second. Let me get to that. I apologize. I was walking back to my classroom here.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so go for 2.
[CUSTOMER][NEUTRAL] OK, it's American.
[AGENT][NEUTRAL] It's [PII] is the website.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so I'm gonna go to sign in.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Create a new account insured.
[CUSTOMER][NEUTRAL] OK. Last name?
[CUSTOMER][NEUTRAL] And then you said um.
[CUSTOMER][NEUTRAL] My social.
[AGENT][NEUTRAL] I believe it only requires the red asterisks are required. So just put your last name, yeah, email and date of birth, yeah, and date of birth.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[CUSTOMER][NEUTRAL] And my email.
[AGENT][NEUTRAL] And then it should let you click next to continue.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEGATIVE] And it says no user was found with the information that was entered yeah that's what I kept getting.
[AGENT][NEUTRAL] Alright, let's look here. What's the, do you by chance have your policy number, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, I have a, um, yes, I do have my policy number.
[CUSTOMER][NEUTRAL] 5.
[CUSTOMER][POSITIVE] OK, yes, I do.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is um 02.
[CUSTOMER][NEUTRAL] 54.
[CUSTOMER][NEUTRAL] 1500
[AGENT][NEUTRAL] And then what is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what email do you think should be on file?
[CUSTOMER][NEUTRAL] Um [PII].
[AGENT][NEUTRAL] OK, yeah. And then what's your address in [PII]?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. I don't know why it looks like everything is matching here. Are you using?
[AGENT][NEUTRAL] Google Chrome as your browser by chance?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see if I can recreate the error here.
[AGENT][NEUTRAL] Um, [PII], do you know how to clear your browsing history on your internet browser?
[CUSTOMER][NEUTRAL] Um, don't, I mean go up here and I go to history, right?
[AGENT][NEUTRAL] Yeah, it's on the 3 dots and there should be an option to clear browsing history. Try doing that and closing close out of everything and then
[CUSTOMER][NEUTRAL] Uh-huh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Delete browsing data.
[AGENT][POSITIVE] Yeah, and try it again.
[CUSTOMER][NEUTRAL] Could that be
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, delete browsing data.
[AGENT][NEUTRAL] Cause it's letting me move forward. So I'm wondering if it's like stuck in a loop or something.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and now I'm gonna log out of everything.
[CUSTOMER][NEUTRAL] OK, now again.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Oh no it's still giving me an error.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, um, I can try and continue and then you have access to your email if it's in the code, you could give that to me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh-huh, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh why.
[AGENT][NEUTRAL] OK, so it's sending you a verification code. When you get that, just read it back to me.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] OK [PII], you should be able to now log in, go back to the login page and when you go to log in, uh, put in your email as your username and then the password that I created, which of course you can reset to something else, um, is going to be [PII] the [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm. Oh, OK. [PII], uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is gonna send you another verification code that's kind of part of the uh new service center it's gonna always ask for verification.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] It's letting me do it so good. OK, maybe that was it.
[CUSTOMER][NEUTRAL] And then I just go in and submit the claim like I used to all that's still the same, right?
[AGENT][NEUTRAL] There's still on my claims, yeah, and where you can upload your documentation. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] Thank you so much for your help.
[AGENT][POSITIVE] You, you're welcome, [PII]. I hope you have a good day.
[CUSTOMER][NEUTRAL] OK, you too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.