AccountId: 011433970860
ContactId: 21692677-d376-42f8-9045-d976ead04c88
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 701159 ms
Total Talk Time (AGENT): 111509 ms
Total Talk Time (CUSTOMER): 301462 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/21692677-d376-42f8-9045-d976ead04c88_20250625T15:52_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Hey [PII], my name is [PII], and, uh, I've been, uh, sending in applications, uh, claims, and so forth for a bunch of years, and now it's telling me I can't sign in. I need a new sign in and so forth. I'm trying to find out what's going on and I tried to resign in and I ran into more problems trying to get errors and everything. I'm trying to find out what's going on.
[AGENT][NEUTRAL] OK, or is, do you have an individual policy, or are you with a group or?
[CUSTOMER][NEUTRAL] I have, uh, I'm with a group.
[AGENT][NEUTRAL] OK, you're like with the group ad admin side.
[CUSTOMER][NEUTRAL] I'm sorry, I, I'm, uh.
[CUSTOMER][NEUTRAL] I have a policy number and a group number.
[AGENT][NEUTRAL] OK. What's your policy?
[CUSTOMER][NEUTRAL] What's my what? I'm sorry, I can barely hear you.
[AGENT][NEUTRAL] Uh, your policy number?
[CUSTOMER][NEUTRAL] 02182094.
[AGENT][NEUTRAL] OK, and then can you verify your first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then can you verify your address for me?
[CUSTOMER][NEUTRAL] Uh, address is [PII]. I'm sorry.
[AGENT][NEUTRAL] And then what is your email address?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Um, it looks like we have a maybe a personal.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, it, it looks like it's just your first initial, is that right? and [PII].
[CUSTOMER][NEUTRAL] [PII] yeah, [PII]. Yeah, that's our home, uh, email. I tried that one too, but
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Normally I used to just have to put in my.
[CUSTOMER][NEUTRAL] My, uh, I had 2 numbers and none of them on our email. Is there a different service now doing all this?
[AGENT][NEUTRAL] Yeah, you, you'll have to, yeah, you'll have to create your OSP.
[CUSTOMER][NEUTRAL] But I used to just
[CUSTOMER][NEUTRAL] Yeah, I used to just put
[CUSTOMER][NEUTRAL] Yeah, last time I used to just put in my my my sign in name and then my password and it it wasn't an email address but.
[CUSTOMER][NEUTRAL] Uh, that's what I've been doing all these years, but anyway, I'm trying to figure out what I need to do now.
[AGENT][NEUTRAL] Um, so you'll go to [PII].
[AGENT][NEUTRAL] And then you'll create your.
[CUSTOMER][NEUTRAL] Uh, I went there.
[AGENT][NEUTRAL] Create your OSC account.
[CUSTOMER][NEUTRAL] It gave it gave me an error, oh, I guess cause I had my other, uh.
[CUSTOMER][NEUTRAL] I have my other email in there.
[CUSTOMER][NEUTRAL] Uh, co.net. Let me try that.
[CUSTOMER][NEGATIVE] They kept telling me they kept rejecting me.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And hit next.
[CUSTOMER][NEUTRAL] It says complete your account set up, continue.
[CUSTOMER][NEUTRAL] So, so now I'm gonna use that email.
[CUSTOMER][NEUTRAL] And then I'm going to have
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] A new password. Well, I can use my other password I had, correct?
[AGENT][NEUTRAL] Uh, yes, if it meets the criteria of the password, so it'll it'll take you to enter your email. It's gonna ask to send a verification.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Are you doing it or I'm doing it? Can, can you do it or I need to do it?
[AGENT][NEUTRAL] Oh, you are. I'm.
[AGENT][NEGATIVE] Oh, I can, I can't do it.
[CUSTOMER][NEUTRAL] Uh, I'm not a quick typer, and I wanted to try to do it while I had you on the phone. I'm gonna see if I'll take my original or.
[CUSTOMER][NEUTRAL] Question mark.
[AGENT][NEUTRAL] You'll have to enter your email address and send a verification code before you create your password.
[CUSTOMER][NEUTRAL] Alright, I didn't, oh, alright, now I gotta start that over too.
[CUSTOMER][NEUTRAL] Uh, send verification code.
[CUSTOMER][NEGATIVE] Oh, it's going to my home. It's not coming here to work.
[CUSTOMER][NEGATIVE] Yeah we're making it difficult for me.
[CUSTOMER][NEUTRAL] Ah.
[CUSTOMER][NEUTRAL] There it is.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Go back here.
[AGENT][NEUTRAL] And then you should just be able to create your password. You don't have to enter your display name or any of that stuff so.
[CUSTOMER][NEUTRAL] Of course not.
[CUSTOMER][NEUTRAL] OK, alright, I did that. I did that continue.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEGATIVE] The password entry fails do not match, alright.
[CUSTOMER][NEUTRAL] So I didn't type them right.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Please wait.
[CUSTOMER][NEUTRAL] Save your password.
[CUSTOMER][NEUTRAL] Save, I agree.
[CUSTOMER][NEUTRAL] Pa, I agree. Can you?
[CUSTOMER][NEUTRAL] Alright, alright, so I know I do have what I need to sign in, correct?
[AGENT][NEUTRAL] Yes, so you'll sign in, you'll have to log in, it's gonna ask to send another verification code.
[CUSTOMER][NEUTRAL] So can I
[AGENT][NEUTRAL] And you'll enter that verification code and then you'll be in the dashboard.
[CUSTOMER][NEUTRAL] Use your details and verification code.
[CUSTOMER][NEUTRAL] And and and is this because it is a new service provider or something like that, is that what all this is about, or?
[AGENT][POSITIVE] Uh, we've upgraded our website, so it's just got um more accessibility and functionality.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] This
[CUSTOMER][NEUTRAL] Sorry about being so slow. I'm not a
[AGENT][NEUTRAL] Oh no, you're, you're totally fine, worry about it.
[CUSTOMER][NEUTRAL] And now right now I'm, I'm using I'm using my computer and my phone.
[AGENT][POSITIVE] Oh, you're totally fine.
[CUSTOMER][NEUTRAL] I don't know if that's worth the type.
[CUSTOMER][NEUTRAL] Alright, verification code.
[CUSTOMER][NEUTRAL] Verify code.
[CUSTOMER][NEUTRAL] Can you
[CUSTOMER][NEUTRAL] Kind of dashboard it's it's loading or something.
[AGENT][NEUTRAL] Yeah, it'll load um all of your.
[CUSTOMER][NEUTRAL] Uh, new text message.
[AGENT][NEUTRAL] I all information.
[CUSTOMER][NEUTRAL] I know can receive it.
[CUSTOMER][NEUTRAL] Enter your 10 digit phone number.
[CUSTOMER][NEUTRAL] Text message.
[CUSTOMER][NEUTRAL] 3
[CUSTOMER][NEUTRAL] 1 34 100.
[CUSTOMER][NEUTRAL] Your phone and verified.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So am I in? I still got to log in.
[AGENT][NEUTRAL] Oh, you're in.
[CUSTOMER][POSITIVE] I'm on dashboard and it's got my name. It says active. Alright, well, I never did have to put in my, I never had to put in my.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] My what my uh password I guess I'll put it in earlier or something like that so.
[CUSTOMER][NEUTRAL] Alright, so now this dashboard is different also. I want to, I had a claim and I want to submit.
[CUSTOMER][NEUTRAL] Uh, a response to the claim they needed some more information.
[AGENT][NEUTRAL] Um, so you'll go to on your dashboard, you'll see on the very right hand side, start your claim.
[CUSTOMER][NEUTRAL] Or.
[AGENT][NEUTRAL] In that box.
[CUSTOMER][NEUTRAL] Start, OK.
[AGENT][NEUTRAL] And then that's where you'll go through and follow the prompts to enter a upload documents.
[CUSTOMER][NEUTRAL] So there's only two options, a traditional claim or wellness claim.
[AGENT][NEUTRAL] That'll be a traditional time.
[CUSTOMER][NEUTRAL] So this is
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Cause I have cancer and I have hospitals that will always be traditional.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I click that next step.
[CUSTOMER][NEUTRAL] Uh, to expedite blah blah blah, next step.
[CUSTOMER][NEUTRAL] It's like client name.
[CUSTOMER][NEUTRAL] Me.
[CUSTOMER][NEUTRAL] I just bought it from there.
[CUSTOMER][NEUTRAL] It's like policy shoot now what's different.
[CUSTOMER][NEUTRAL] One is.
[CUSTOMER][NEUTRAL] Well I have this uh.
[CUSTOMER][NEUTRAL] Alright this was.
[CUSTOMER][NEUTRAL] This is for hospitalization, so that's going to be the first one, the H.
[AGENT][NEUTRAL] Uh, your hospital, yes.
[CUSTOMER][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] So I click that.
[CUSTOMER][NEUTRAL] Drop files, click here.
[CUSTOMER][NEUTRAL] Maybe yeah like.
[CUSTOMER][NEUTRAL] 45
[CUSTOMER][NEUTRAL] I got that in.
[CUSTOMER][NEUTRAL] And I just submit
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Alright girl, I, uh, I appreciate all your help and your patience, and, uh, hopefully next time I'll be, I'll be a lot smoother. Thank you so much.
[AGENT][POSITIVE] Oh yeah, of course.
[AGENT][POSITIVE] OK, well thank you for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You too, thank you.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][POSITIVE] Thank you.