AccountId: 011433970860
ContactId: 20679bda-7129-4767-aff3-10971d4829d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1928310 ms
Total Talk Time (AGENT): 848213 ms
Total Talk Time (CUSTOMER): 495003 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/20679bda-7129-4767-aff3-10971d4829d8_20250603T13:23_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning. This is [PII]. I am trying to log in to the um claim status site, and I can't log in for some reason.
[AGENT][NEUTRAL] OK, [PII], are you the insured and you're trying to sign into the portal?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, so yes, ma'am, I can try and help you with this. What is a good callback number for you first off?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And your policy number, please?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Um, I usually get that off whenever I log in. Um, let me see if I have anything here with me.
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] OK, what is, are you the subscriber, [PII]?
[CUSTOMER][NEUTRAL] Yes I am.
[AGENT][NEUTRAL] OK, what is your full social and I can try and locate it that way.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And which, let's see, OK, never mind. Just one moment.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, and [PII], any, I will have to verify several things with you first, and then any information that I do provide for you will be a verification of benefits and not a guarantee of payment. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and then also your home mailing address, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that is on file for you is the same as the one that you provided for me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, thank you. And lastly your email address and this does appear to be personal.
[CUSTOMER][NEUTRAL] OK, thank you, because I couldn't tell which one I have a work and a personal it's uh it's it's [PII].
[AGENT][NEUTRAL] Yes, right.
[AGENT][NEUTRAL] OK, thank you so much for verifying all of your information. OK, so Ms. [PII], there was an update made to the online service center. So when you go to the login page, it should, I believe, give you a message, but you're going to need to reset up your profile.
[AGENT][NEUTRAL] With the updates that were done to it.
[AGENT][NEUTRAL] And this time we're like you used your full social before and setting it up you're gonna use that email address this time.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So do you have time that you can try and set it up while you and I are on the phone?
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK, so you would just go to the [PII] login page.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you will do yes ma'am so do create your OSC account.
[CUSTOMER][NEUTRAL] It says welcome to the.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you should see where it says insured.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so just click on that box it says insured and then scroll down just a little bit if you can't already see it and click next.
[CUSTOMER][NEGATIVE] Well it's not letting me do anything whenever I click on it.
[AGENT][NEUTRAL] Mm, I don't know. OK. Why don't you try to clear your cache or your browser history first because I'm, I'm walking through the steps as far as I can and it's letting me.
[AGENT][NEUTRAL] Do that.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Now, are you on a computer or a phone?
[CUSTOMER][NEUTRAL] I'm on a computer.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Let me start over here.
[AGENT][NEUTRAL] OK. Yes, it has been recommended by our IT department for anyone having difficulty to clear their browser history or the cache.
[AGENT][NEUTRAL] So that
[CUSTOMER][NEUTRAL] OK, I'm not sure how to do that. I'm on a Mac computer and I.
[CUSTOMER][NEGATIVE] Do not know how to do that.
[CUSTOMER][NEUTRAL] If I'm not on a PC.
[AGENT][NEUTRAL] Mhm. No, I, I'm so sorry, but I'm not that familiar with the Mac.
[CUSTOMER][NEUTRAL] Well,
[AGENT][NEUTRAL] That would be something I would have to just Google on how to clear a cache on a MacBook or Mac PC.
[CUSTOMER][NEUTRAL] 00, I see. I had to, I couldn't just that I had.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Cause I sure don't want to tell you incorrectly.
[CUSTOMER][NEUTRAL] And just scroll and find.
[CUSTOMER][NEUTRAL] Oh so sorry.
[CUSTOMER][NEUTRAL] OK, uh, email.
[AGENT][NEUTRAL] OK, so were you able to click the create your user account and move on from there and then select insured?
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] Wait, uh, it says the following information for an insured account, so I put my last name, my address, and my email, um, and let me put my date of birth.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, and it doesn't, uh, it doesn't have an asterisk where Social Security or anything is, so I'm not, I don't put anything that.
[AGENT][NEUTRAL] But I, yeah, well, so we're kind of in a learning curve. We're kind of in a learning curve at the moment.
[CUSTOMER][NEUTRAL] Do you have a number
[AGENT][NEUTRAL] I, I'm not sure. I was told you do and I was told that you don't. So just let's try it both ways. Since it doesn't have an asterisk.
[CUSTOMER][NEUTRAL] Don't you love this?
[AGENT][POSITIVE] Yes, I do love it very much.
[AGENT][NEUTRAL] So, I think you're still going to have to use it, but I'm not 100% sure.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So do I put my social security or member ID?
[AGENT][NEUTRAL] Well, you don't have a member ID because as you'll note, it should say below that, not policy number, and your group does not have a member ID. Mm mm. So, yes, go ahead and enter all of that information on that screen.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It does
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, error.
[CUSTOMER][NEUTRAL] Uh, no user was found with this information that was entered. Please try again.
[AGENT][NEUTRAL] Let me just try something here. Let me, let me just see if I can.
[AGENT][NEUTRAL] So it's K I, or do you see an error maybe on a?
[CUSTOMER][NEUTRAL] 00, hang on.
[CUSTOMER][NEUTRAL] And I.
[CUSTOMER][NEGATIVE] I, I have the wrong zip code [PII].
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I apologize.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] That's what it was.
[CUSTOMER][POSITIVE] It helps to put the right information in there.
[CUSTOMER][NEUTRAL] OK, so I'm at, uh, the place where I verify information and uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do
[CUSTOMER][NEUTRAL] Underneath where I enter my email address it says send verification code do I need to uh.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Instead of filling out passwords and stuff.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] Yes, you would need to do the, send the verification because it's gonna have sort of a two-step authentication. You're gonna get that code sent to you. You will have to enter it and then I believe you're going to have to do that again.
[AGENT][NEUTRAL] It's a multi-factor.
[CUSTOMER][NEUTRAL] OK, I can.
[AGENT][POSITIVE] But yes, ma'am. Go ahead and, yes, do that.
[CUSTOMER][NEUTRAL] I've had uh multi-factor identification things here at work that I've had to put apps on my phone for um it's just been crazy I guess it's to protect people from all these.
[AGENT][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEGATIVE] You know, unfortunately, there's so many bad guys.
[CUSTOMER][NEUTRAL] People, the scan
[AGENT][POSITIVE] And they're getting so good at their craft.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] That we just cannot, you know, we just cannot be too careful these days and especially in our system, since this is your protected health information.
[AGENT][NEUTRAL] It's, um, you know, it's very sensitive.
[CUSTOMER][POSITIVE] Yeah, yeah, and I appreciate that though OK I I did um click on.
[CUSTOMER][NEUTRAL] I, I entered the code.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And now it sent me back screen. Do I enter my password a new password and stuff?
[AGENT][NEUTRAL] OK, so let, give me a moment. Um, again, as I said, this just, this is a brand new rollout.
[AGENT][NEUTRAL] So I'm, I'm learning, we're all learning kind of as we go. So one second.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK. So once you've entered your name and you click, OK.
[AGENT][NEUTRAL] Right, and you.
[AGENT][NEUTRAL] You received your code, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And you've entered that. So,
[AGENT][NEUTRAL] Alright, so you did send verification code, is that right? Does it say?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so do that first before you enter a new password. So below the little send verification code, does it say new password, confirm new password, and display name?
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] Is that, does it say that on there?
[CUSTOMER][NEUTRAL] I go let me go back because I clicked something and it took me to a different screen so.
[CUSTOMER][NEUTRAL] Hope I haven't messed up.
[AGENT][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] It's like spinning on me now.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] I threw it off.
[CUSTOMER][NEUTRAL] I might have to do another send me code or something.
[AGENT][NEUTRAL] Yeah, you, you might.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, well.
[CUSTOMER][NEUTRAL] I've done something to make it just spin spin spin so.
[AGENT][NEUTRAL] OK. Well, you may have to just, uh, I mean, if it doesn't like move past that, we may just kinda need to, well, it's already sent you your verification code. So at this point, I don't know.
[AGENT][NEUTRAL] If it will let you stop over, right? I'm not, I mean, I'm not sure, just honestly.
[CUSTOMER][NEUTRAL] Maybe I can get another
[CUSTOMER][NEUTRAL] OK, well it looks like it's hung up.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] OK, just right click and see if it'll give you an option to reload.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] If you just right click on your screen.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] It's one of your
[CUSTOMER][NEUTRAL] Oh, it did.
[AGENT][NEUTRAL] And just do that and see what.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] I'm having to start over, OK.
[AGENT][NEUTRAL] And I'm definitely not a technical person. You are most definitely not talking with the IT department.
[CUSTOMER][NEUTRAL] I am not either, so.
[AGENT][NEUTRAL] So that's why I say we, we're just.
[AGENT][POSITIVE] We're learning, we're, we're, I just can't say it enough. We're learning together.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK it's EH.
[CUSTOMER][NEUTRAL] I'm moving. It's moving now.
[AGENT][POSITIVE] OK. Well, that's, that's good.
[CUSTOMER][NEUTRAL] Yeah, I, I have to wait for a new verification code to cross our fingers and hope that a new one works. I wonder if I could use the same one.
[AGENT][NEUTRAL] Mm I doubtful. Uh, probably not because it's gonna require you to use that one twice. I mean, it will,
[CUSTOMER][NEGATIVE] I'm not even gonna try.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Actually, I don't know that it's the same code, so I can't say that either.
[CUSTOMER][NEUTRAL] Right, we'll we'll find out.
[CUSTOMER][NEUTRAL] Oh my, OK.
[AGENT][NEUTRAL] So yes, once you enter all of your information and then
[AGENT][NEUTRAL] Click next
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] It should ask you like to continue to verify your email, I believe.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, so I entered the code. Do I click verify code?
[AGENT][NEUTRAL] Yes, go ahead and, well, you did send the verification code. It sent that, so yes, go ahead and click, click that.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, now it's wanting me.
[CUSTOMER][NEUTRAL] To set up a password so I can choose my own.
[AGENT][POSITIVE] Correct. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] And I'm, does it indicate that there is a minimum criteria to be met, you know, like so many characters or
[AGENT][NEUTRAL] I can't see that.
[CUSTOMER][NEUTRAL] The one that was in there was about 12 so I'm gonna, I'm creating.
[CUSTOMER][NEUTRAL] Um, a big one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] And once you've entered your, yeah.
[CUSTOMER][NEUTRAL] And I'm putting different terms
[AGENT][NEUTRAL] Once you do all that.
[AGENT][NEUTRAL] And then you'll put your first, does it ask for your first and last name?
[AGENT][NEUTRAL] On that same screen with the email, I mean the password?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Says display name then given name surname.
[AGENT][NEUTRAL] Right. So you can just, I mean, you could just put your first name.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] The other two, I don't think, or you're, you know.
[CUSTOMER][NEUTRAL] You think I could leave those blank?
[AGENT][NEUTRAL] I think that you can, you know, you could just put your first name if you wanted to, so it will like recognize you or you can try and also if you wanna put your last name in. Cause this is gonna be something that you just, you would see, I believe.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK and then can continue.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yes, ma'am. Uh-huh.
[AGENT][NEUTRAL] And then I believe from there, maybe it gives you a like terms of use or policy.
[CUSTOMER][NEUTRAL] With
[AGENT][NEUTRAL] Where you're supposed to click like you agree to the terms of use, mhm, so just do those and then you'll click continue again.
[CUSTOMER][NEUTRAL] Yes, so I.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then,
[AGENT][POSITIVE] I believe it's gonna give you a message, something letting you know that your account has been successfully created.
[CUSTOMER][NEUTRAL] Yes, and I can go to dashboard and so now if I log in.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] So once you go back to that and click log in.
[AGENT][NEUTRAL] You're gonna enter the email and the password that you just created.
[CUSTOMER][NEUTRAL] Then I have to do.
[CUSTOMER][NEUTRAL] Well, it doesn't have a place for password it just has email and then send verification code.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Yes, OK, so that's where the two-factor kind of authentication comes in. So go ahead and do that. Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, you'll enter your email and send verification code again.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then I click that verify code before I click continue.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yeah, what you will do is put your email, yeah, you can, you'll put the email in at that point and your verification code and then say verify code.
[CUSTOMER][NEGATIVE] That's where I messed up earlier.
[CUSTOMER][NEUTRAL] Welcome to the online service center.
[AGENT][POSITIVE] Yay.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, um, then it has like file a claim. I don't wanna file a claim. I wanna look at a claim.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That would just approved so.
[AGENT][NEUTRAL] OK, so let's see.
[CUSTOMER][NEUTRAL] Do I
[AGENT][NEUTRAL] OK, so do you should have some other options?
[AGENT][NEUTRAL] Um, on your dashboard, let's see.
[AGENT][NEUTRAL] Um, maybe under the, I don't know if it's gonna be under resource.
[AGENT][NEUTRAL] Uh, let's see, that's kind of for mine.
[AGENT][NEUTRAL] Do you see something that says like, would like to review your coverage details? That would be like your policy information. There should be one for view your ID card.
[AGENT][NEUTRAL] Click on.
[CUSTOMER][NEUTRAL] Um, OK, would you like to
[CUSTOMER][NEUTRAL] The policy, I don't want to review the policy.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I don't
[AGENT][NEUTRAL] Uh, maybe.
[CUSTOMER][NEUTRAL] There's a resource.
[AGENT][POSITIVE] You could, there should be a resource center, there should also be a help.
[AGENT][NEUTRAL] Have, I believe.
[CUSTOMER][NEUTRAL] OK, there's a claims support.
[AGENT][NEUTRAL] OK, um, uh, you can try that.
[CUSTOMER][NEUTRAL] Uh
[AGENT][POSITIVE] We can click on that. I mean, it's not gonna hurt anything, so we can.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Oh, the other side was so easy to use.
[AGENT][POSITIVE] And uh once we get acclimated to this one, it's gonna be, it's just a little, it's more robust and it's ultimately really gonna be easier to use. It's just having to go through these steps.
[CUSTOMER][NEUTRAL] OK, these are
[AGENT][POSITIVE] You know, to get there and to get used to it, it's like any change and like I said, you know, obviously, we're getting a lot of calls with people needing assistance just like you, so do not feel like you are alone in that.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] At all?
[CUSTOMER][NEUTRAL] Oh well, I'm not finding anything. I just see my policy resource center.
[CUSTOMER][NEUTRAL] Dashboard help.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, so when you click on
[AGENT][NEUTRAL] OK, when you click on, let's just click on each one. When you click on the dash uh dashboard.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Does it only give you those two options or 3 I guess really start your claim?
[AGENT][NEUTRAL] your ID card and policy details.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] OK. uh, let's see, just, just click on policy details to see what that shows you if that is strictly just your policy certificate.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It shows me what my monthly amount is it has myself and my husband.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] My profile oh claims.
[CUSTOMER][NEUTRAL] Well, look at here.
[AGENT][NEUTRAL] OK, so it is under policy details is where the claims information is?
[CUSTOMER][NEUTRAL] No claims available
[CUSTOMER][NEUTRAL] Yes, I guess so.
[AGENT][NEUTRAL] OK, so yes ma'am, you should then um.
[AGENT][NEUTRAL] Be able to click on where is the claims.
[AGENT][NEUTRAL] Option something you can actually click on.
[CUSTOMER][NEUTRAL] Um, open claims.
[AGENT][NEUTRAL] Yeah, OK.
[CUSTOMER][NEGATIVE] Where can I click on it? I don't, I don't think I can, no.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] Oh, I can click on the different things I can click on all of them open request and request.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, yes I can see um.
[CUSTOMER][NEUTRAL] But how do I
[CUSTOMER][NEUTRAL] Click on these to.
[CUSTOMER][NEGATIVE] It it doesn't look like you can actually.
[CUSTOMER][NEUTRAL] Click on anything.
[CUSTOMER][NEUTRAL] It's just showing you.
[AGENT][NEUTRAL] Can you try and click?
[CUSTOMER][NEUTRAL] I mean you can't click on it to get the.
[AGENT][NEUTRAL] Can you click on the claim number?
[CUSTOMER][NEGATIVE] No, it's not it's not letting me click on anything.
[AGENT][NEUTRAL] OK give me just a sec.
[AGENT][NEUTRAL] Alright, give me just a sec. I'm gonna see if someone knows about that because before I know you could just click on your claim number.
[AGENT][NEUTRAL] To have access to that.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Right, to see the details of it.
[AGENT][NEUTRAL] Uh-huh. Right.
[CUSTOMER][NEUTRAL] I mean I can see it. I can't drill into it to see anything concerning it.
[AGENT][NEUTRAL] OK, so as far as the documents, I mean, you, you couldn't see those before, but can you see an explanation of benefits for a claim that's been assigned a number and reviewed?
[CUSTOMER][NEUTRAL] No, I'm, I can't click to see anything on it. I see the claim number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And stuff, but I can't click anything on it.
[AGENT][NEUTRAL] Is it kind of grayed out?
[CUSTOMER][NEGATIVE] Yes, the, the claim number, the actual number of the claim number is bold, but everything else is kind of grayed out, um, but there's no option to, to click on anything. I've tried to click all through.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEGATIVE] And it won't let you click on that bolded number.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] So I have just asked my team if they are, and again the IT department is aware of some issues that they are in the process of working on and we're having, you know, to report anything to them to look at um.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] But I've not had this question yet, so this one is a new one for me.
[AGENT][NEUTRAL] As regarding the actual claim, so let me see if one of my teammates has any input on that, um, at this point and if not then I may have to.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Just put in a request for someone to call you back on that, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And so you did say though that in order to see your claims you went up under the view policy details tab.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Do you see a download button?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] There, there is, I mean, I've scrolled all the way to the bottom.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Each one each claim is in its own block um but uh I can't click on any of them.
[CUSTOMER][NEGATIVE] I thought maybe it was just the the most recent one I couldn't click on but it's not.
[AGENT][NEUTRAL] So all the claim numbers are bolded.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so what I'm gonna have to do is I'm just gonna, I'm gonna, I'm so sorry but at least we were able to get your profile set up, but I will um send a request to have this.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Um, to look, look into, so that, um, you know, again, IT can take a look at it to see what may be going on with it.
[CUSTOMER][NEUTRAL] Sure, I mean because if I click on it I can see why nothing was paid and see what else I need to submit.
[CUSTOMER][NEUTRAL] But, you know,
[AGENT][NEUTRAL] You can see that.
[CUSTOMER][NEGATIVE] Since you can't click on it.
[CUSTOMER][NEUTRAL] No, I cannot, and that's.
[CUSTOMER][NEUTRAL] If I could click on that I was saying I could see it, but.
[AGENT][NEUTRAL] Oh, OK. So you cannot see why it wasn't paid, right? You can't see any remarks, you can't do any, you can just see the claim number and it's bolded.
[CUSTOMER][NEUTRAL] I, I cannot see it.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, the claim number, the insured, the policy number, the date it was received completed, um, I see all that information, but you can't drill down and see any specifics to that particular claim.
[AGENT][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] OK, so give me just a moment please so that I can get this information um submitted to the right people if you, if you have time, Miss [PII] to for me to do that. OK.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Unless you wanna work on it and I can get a call later or whatever's best for you.
[AGENT][NEUTRAL] Yes, they're not, yes, they'll have to call you back, but if you can give me just a minute to put all your information in because as soon as I hang up with you, I will have someone else uh that I'll need to be assisting. So just one moment.
[AGENT][NEUTRAL] OK, let's see
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you for your patience while I'm doing this for you.
[CUSTOMER][POSITIVE] Oh sure, I'm helping me, sure.
[AGENT][NEUTRAL] OK. So Miss uh [PII], I'm just gonna go ahead and not hold you up and I will, um,
[AGENT][NEUTRAL] Have them, you know, I'm gonna send this so that it can be researched.
[AGENT][NEUTRAL] So is there anything else so that I can, yeah, cause it's gonna take me a few minutes to do this. So is there anything that I, else that I can help you with at the moment?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, uh, this was all I need. I need to, I knew that you were changing, so it didn't surprise me that this was coming up, but, and I just needed help going through it and I appreciate you walking me through all that, and I'm in no hurry, um, to resolve this claim. So whatever you need to do it, it, it's fine.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK. Well, thank you so much for your understanding and again, I do apologize about the inconvenience of it.
[CUSTOMER][POSITIVE] Oh, it's OK, thank you so much.
[AGENT][POSITIVE] Well, you are very welcome. And again, thank you for calling APL. I hope that you have a very nice day.
[CUSTOMER][POSITIVE] You too, thank you.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.