AccountId: 011433970860
ContactId: 21927874-a3f0-4b65-8717-3a5773d9693b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 779080 ms
Total Talk Time (AGENT): 197985 ms
Total Talk Time (CUSTOMER): 290068 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/21927874-a3f0-4b65-8717-3a5773d9693b_20250602T22:29_UTC.wav
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[AGENT][POSITIVE] Thank you for calling AP [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yeah, my name is [PII] and I was on the phone with another lady and I got cut off and I'm, I'm so, I'm, I'm on the new website, so I put in an email. I did all that information and I put my password. I got the verification code. What does the pla name means?
[AGENT][NEUTRAL] Display name will be whatever you want it to be.
[AGENT][NEUTRAL] Because it, it doesn't really matter. It's whatever you would like it to be.
[CUSTOMER][NEUTRAL] Alright, hold on a second.
[AGENT][NEUTRAL] Um, but when you log in you should be able to log in with your display name or your email, so it's just something that you might want to remember.
[CUSTOMER][NEUTRAL] Alright, uh, what's a given what's a given name?
[AGENT][NEUTRAL] It would be your first name that we have on file.
[CUSTOMER][NEUTRAL] And what's the surname?
[AGENT][NEUTRAL] Um, it should ask for your first, your given name, probably middle name and then last name.
[CUSTOMER][NEUTRAL] Well, last thing should have been to say last thing which I didn't know what that meant. Alright, hold on.
[CUSTOMER][NEGATIVE] OK, damn.
[CUSTOMER][POSITIVE] I, I agree to terms, I agree to that, continue.
[CUSTOMER][NEUTRAL] Go to the dashboard.
[CUSTOMER][NEUTRAL] Now I have to sign in again.
[AGENT][NEUTRAL] Were you able to get there?
[AGENT][POSITIVE] Yes, you'll sign in again.
[CUSTOMER][NEUTRAL] No, at the site, no, but.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now that you're gonna send me another verification code.
[AGENT][NEUTRAL] It should only ask you to do that one time after you log in for the first time.
[CUSTOMER][NEUTRAL] Alright, so now it's asking me sending uh.
[CUSTOMER][NEGATIVE] I got another code. This is ridiculous.
[CUSTOMER][NEUTRAL] Right, I know.
[CUSTOMER][NEUTRAL] Alright, now it's asking me for text.
[CUSTOMER][NEGATIVE] Oh fuck, what are you guys doing?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Now you want a quote from my text.
[CUSTOMER][NEUTRAL] Alright, so now I'm in now I'm now I'm in it now and then how do I send uh how do I upload a file?
[AGENT][NEUTRAL] Is it working?
[AGENT][NEUTRAL] OK, are you trying to upload for a claim?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I got, I got choice on my on my screen. I got dashboard my policy resource that help, um, and then since my name active few valid detail view ID card. I don't need that, um.
[AGENT][NEUTRAL] So yeah, from your dashboard it should have a uh a clickable that says start your claim.
[CUSTOMER][NEUTRAL] Show me around. I don't need to show me that's.
[CUSTOMER][NEGATIVE] Right, it shows me my phone number, my active and all that bullshit. OK, so dashboard, let me go to the dashboard again the dash hold on a second, maybe.
[CUSTOMER][NEUTRAL] Contact, I don't need to contact you guys. I just wanna put a claim in.
[AGENT][NEUTRAL] Uh, did you find one that just says start your claim?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My because on my screen I got policy resource center is the
[CUSTOMER][NEUTRAL] Products training, claim support, is that what I have to go to?
[AGENT][NEUTRAL] No, so when you're on your dashboard you should see a box on the right um and a green button that says start your claim so it'll be on the right hand side.
[CUSTOMER][NEUTRAL] Hold on a second.
[AGENT][NEUTRAL] It it should say need to file a wellness or a traditional claim.
[CUSTOMER][POSITIVE] I like the old.
[CUSTOMER][NEUTRAL] Oh, that's asking me to do this again, um.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] I got my initial.
[CUSTOMER][NEGATIVE] Proper log out.
[CUSTOMER][NEGATIVE] My pals, it doesn't give me a choice. Resource center help, contact doesn't even give me a uh
[CUSTOMER][NEUTRAL] Uh, I don't need my ID card. I don't need my policy, so I.
[AGENT][NEUTRAL] It should be off to the side. It should be a it should be a long box.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] What side of the, what side? Left or right?
[AGENT][POSITIVE] The right side.
[AGENT][NEUTRAL] And it'll say need to file a wellness or a traditional claim, and then it should have a green button that says start your claim.
[AGENT][NEUTRAL] Right next to where it asks if you need access to your ID card.
[CUSTOMER][NEUTRAL] Right, OK, now, alright, now I did, I, so now I found it. OK. Start your claim here. OK, next, please type in the claim type.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] It'll be a traditional claim unless it's for like a wellness exam.
[CUSTOMER][NEUTRAL] I, it's dental, madam, um, um.
[AGENT][NEUTRAL] OK, so traditional claim.
[CUSTOMER][NEUTRAL] Right. So, please start next. OK, um.
[CUSTOMER][NEUTRAL] Next,
[CUSTOMER][NEUTRAL] So I put my name in.
[CUSTOMER][NEUTRAL] Um, you got my account so next.
[CUSTOMER][NEUTRAL] Uh, drop the files here, hold on a second.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah, I got dental cleaning so I think I put it in.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is it working?
[CUSTOMER][NEUTRAL] I know it's circling.
[CUSTOMER][NEUTRAL] I submitted. I dragged it and I was submitting. I just said, how long it's supposed to take?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] How long does it take?
[AGENT][NEUTRAL] Um, I don't know. It depends on your internet connection. Um, if you've cleared your browser history.
[CUSTOMER][NEUTRAL] I have, I have, I have, I, I, I, alright, hold on a second, your claim is successfully, I.
[CUSTOMER][NEUTRAL] I, it's been the claim is now how do I see my past account, my past information, how do I go there?
[AGENT][NEUTRAL] So all of the past, all of your past stuff it should be under, let me see.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oops, I was on the wrong one.
[AGENT][NEUTRAL] To view claims
[CUSTOMER][NEUTRAL] You've been getting a lot of phone calls today?
[AGENT][NEUTRAL] Yes, because it just launched today.
[CUSTOMER][POSITIVE] I feel sorry for you. Get a couple of beers, you'll be happy, or a glass of wine.
[AGENT][NEUTRAL] Alright, so to be able to
[CUSTOMER][NEUTRAL] Alright, so where do I, so where do I go to see that.
[AGENT][NEUTRAL] You'll go to my policy.
[AGENT][NEUTRAL] On the left-hand navigation side, you'll go to uh view my policy details.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And then it should say it should have two things on the top that says my details and then claims.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Alright, clients, right.
[CUSTOMER][NEUTRAL] So, can I, can you do me a favor?
[AGENT][NEUTRAL] Um, yes, sir.
[CUSTOMER][NEUTRAL] The $50 that you pay me, where do they go to?
[AGENT][NEUTRAL] If you're submitting it on your behalf, it should be paid to you.
[CUSTOMER][NEUTRAL] Right, so did you, can you, it was, can you give me a, it should have. Can you just double check that?
[AGENT][NEUTRAL] Or
[AGENT][NEUTRAL] OK, can I get your policy number?
[CUSTOMER][NEUTRAL] It's on [PII]. Uh, policy number is 450719.
[AGENT][NEUTRAL] Give me just a moment.
[AGENT][NEUTRAL] Can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the address that we have on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me check.
[AGENT][NEUTRAL] OK, I also just see um just for confirmation, I do see the claim that you just submitted.
[CUSTOMER][NEUTRAL] OK. Bye.
[AGENT][NEUTRAL] And did you include any direct so go into your profile, so at the very top left hand corner.
[AGENT][NEUTRAL] Click my profile or it'll just say profile?
[AGENT][NEUTRAL] You might see your initial.
[CUSTOMER][NEUTRAL] Uh, where, where, where do you want me? I mean, I'm at.
[CUSTOMER][NEUTRAL] Uh, I see my initials there on the right hand side.
[AGENT][NEUTRAL] OK, yeah, click that and click profile.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And then from there you should be able to add direct deposit information if it didn't upload from previous.
[CUSTOMER][NEUTRAL] Alright, so you have the bank account [PII]. That's my bank account. I just, I'm, I'm going into my bank account. What, so that was processed on the [PII], right?
[AGENT][NEUTRAL] OK, so the one that you have on the [PII], I am showing that that was processed and it looks like it was paid.
[CUSTOMER][NEUTRAL] Right, so let me sign in not.
[CUSTOMER][NEUTRAL] To me back on.
[AGENT][NEUTRAL] Looks like.
[AGENT][NEUTRAL] Let me go back.
[CUSTOMER][NEUTRAL] I'm, I'm going back in my account. Hold on a second.
[AGENT][NEUTRAL] OK, yeah, it looks like it should have been on [PII] when it was processed or the next day. And if you did direct deposit depending on your bank, it could take up to 4 days and if you still don't see it by Friday or by Thursday, I would call your bank and make sure that everything is correct.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Alright, hold on a second. I'm, I'm, uh, well, I'm going back to April. I wasn't paying, I'm, you know, uh, we were activity. Hold on a second.
[AGENT][NEUTRAL] But
[CUSTOMER][NEUTRAL] Uh, on my accounts.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] now I should have gotten deposit with $50 right?
[AGENT][NEGATIVE] Yes, I am showing that it, it should have been paid.
[CUSTOMER][POSITIVE] I got it. OK, good. Everything's working fine now. I really appreciate it. Thank you.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Alright, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, thank you for teaching me.
[AGENT][POSITIVE] Alright, thank you for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You too. Enjoy. Thanks. Have a nice evening.
[AGENT][NEUTRAL] Alright you too bye.