AccountId: 011433970860
ContactId: 2266bd45-0f66-4231-8fa3-16f3c5a7ba3c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 977520 ms
Total Talk Time (AGENT): 343536 ms
Total Talk Time (CUSTOMER): 293186 ms
Interruptions: 8
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/2266bd45-0f66-4231-8fa3-16f3c5a7ba3c_20250610T20:42_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] This is [PII] with APL. How can I help you?
[CUSTOMER][NEGATIVE] I'm sorry, this is [PII] again. This will not accept my password.
[CUSTOMER][NEUTRAL] And I tried to change it and use the verification code and it says that.
[CUSTOMER][NEGATIVE] The specified ID is already existing and I have to choose a different one.
[AGENT][NEUTRAL] Alright [PII], I can help you with your LSC account. Um, can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, this [PII].
[AGENT][NEUTRAL] And what's your policy number?
[CUSTOMER][NEUTRAL] 02150839
[AGENT][NEUTRAL] Alright, give me just one moment.
[AGENT][NEUTRAL] [PII] I can you to verify your date of birth for me please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the address that we have on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright thank you so much let me see what's going on.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Right, and so you needed to, you needed help, um, how far were you able to get?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I got all the way to the verification code and put that in.
[CUSTOMER][NEGATIVE] But then it says that it's already been used.
[AGENT][NEUTRAL] OK, and did you receive any other verification codes uh since clicking it?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I had a bunch where I've tried it before but not since I did it.
[AGENT][NEUTRAL] Yeah, yeah. OK.
[AGENT][NEUTRAL] OK, go ahead and um and so you weren't even able to set up the account correct?
[CUSTOMER][NEUTRAL] No, it says the account's already existing.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That my ID code is, I mean my ID is already used.
[AGENT][NEUTRAL] OK, let me look.
[AGENT][NEUTRAL] All right, um, go ahead and clear browser history and let's try this again. Uh, we'll go through it step by step together.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so get out of this and get back at the beginning.
[AGENT][NEUTRAL] So you'll want to, yeah, you'll want to clear your browser history so um.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] There should be at the top right hand corner of your browser, uh.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] 3 dots.
[AGENT][NEUTRAL] You'll click it and then you should scroll down and you should see.
[CUSTOMER][NEUTRAL] OK, I've gone back to the beginning.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And at the top of the uh the page where it shows your search bar and everything, you should see 3 bars next to a little what looks like a little profile um and you'll click on the 3 dots and you'll be able to delete your browsing history.
[CUSTOMER][NEUTRAL] Wait is it.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And you'll be
[CUSTOMER][NEUTRAL] OK,
[AGENT][NEUTRAL] And if you aren't able to.
[CUSTOMER][NEUTRAL] I'm back in create your account.
[CUSTOMER][NEUTRAL] Should I click insured again or not? Have I gone too far?
[AGENT][NEUTRAL] Well, we were going to delete the browser history first and see if that was if that helps clear up some issues. So um go ahead and push at the same time push um control shift delete, and it should delete your browsing history and then we'll start over together.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Control shift
[AGENT][NEUTRAL] Delete
[CUSTOMER][NEUTRAL] A
[AGENT][NEUTRAL] And then we'll go back to
[CUSTOMER][NEUTRAL] I'm still at the login page.
[AGENT][NEUTRAL] OK, um, so we deleted your browser history then.
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you're back at the log in, go to create your own your uh OSC account.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Click insured
[AGENT][NEUTRAL] Click insured, uh, just do your just do the last name, email, and date of birth.
[CUSTOMER][NEUTRAL] Well, when I, it all comes in automatically.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It does? OK. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, do you want me to put my social security?
[AGENT][NEUTRAL] Um, no, I would only put in what's required, so that last name, email, and date of birth, um, and real quick, can we verify your email address that you're using?
[CUSTOMER][NEUTRAL] No, it's only within the
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I just wanted to make sure.
[AGENT][NEUTRAL] All right, and click um next after you filled out those three boxes.
[CUSTOMER][NEGATIVE] OK, and it keeps telling me to go back.
[AGENT][NEUTRAL] Nothing that says complete.
[CUSTOMER][NEUTRAL] Can I click continue instead?
[AGENT][NEUTRAL] Yeah, click continue.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then does it send you, does it take you to a thing where it says verification is necessary, please click send button. OK, put your email in.
[CUSTOMER][NEUTRAL] Yes, uh huh.
[AGENT][NEUTRAL] And click send verification code, just click it one time.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Don't fill out any of the other information just yet.
[CUSTOMER][NEUTRAL] Where is send verification code?
[AGENT][NEUTRAL] It should be
[CUSTOMER][POSITIVE] Oh, right there in blue. thank you.
[AGENT][NEUTRAL] Yeah, right underneath it.
[CUSTOMER][NEUTRAL] And it says this information is required.
[AGENT][NEUTRAL] Yeah, so you'll click that, um, only click it once.
[CUSTOMER][NEUTRAL] That's my email.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and send verification code.
[AGENT][NEUTRAL] Now,
[CUSTOMER][NEUTRAL] Click that again.
[AGENT][NEUTRAL] Yeah, click the verification code just click it one time.
[CUSTOMER][NEUTRAL] Uh huh
[AGENT][NEUTRAL] And go to your inbox and see if they uh if you got a code sent to you and.
[AGENT][NEUTRAL] Uh, plug it in.
[CUSTOMER][NEUTRAL] Another one.
[AGENT][NEUTRAL] We're we're gonna see if we can get this to work.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] No, these are my old ones. It's done.
[AGENT][NEUTRAL] And
[CUSTOMER][NEGATIVE] Because it's not at the top.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, you'll wanna wait. Don't click it again. Um, check your spam.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It shouldn't have gone to your spam if you got the other ones just fine, but.
[CUSTOMER][POSITIVE] Yeah, I got all the others.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, it didn't go in spam.
[AGENT][NEUTRAL] OK, um, and are you looking at your email through a different, OK, OK.
[CUSTOMER][NEUTRAL] Just didn't go in my inbox. There it is. There it is. There it is. There it is.
[AGENT][NEUTRAL] And when you plug it in, click verify code.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me go back and plug it in.
[CUSTOMER][NEGATIVE] That's where I mess up. I go back to the wrong place there.
[CUSTOMER][NEUTRAL] OK, verify code type it in.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And verify code.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] The code is incorrect.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you only clicked it one time, right?
[CUSTOMER][NEUTRAL] Let me do it again.
[CUSTOMER][NEUTRAL] Yes,
[AGENT][NEUTRAL] Yeah, just wait and see if any others pop up, yeah.
[CUSTOMER][NEUTRAL] I just want a form.
[CUSTOMER][NEUTRAL] I just want that form, that one form.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] OK, I'm gonna try it one more time.
[CUSTOMER][NEGATIVE] Then I'm going to quit.
[CUSTOMER][NEUTRAL] I did it. You can now continue. I wonder what I was doing wrong.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It sometimes, yeah.
[CUSTOMER][NEUTRAL] OK, change your email.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Do you want me to click that?
[AGENT][NEUTRAL] Uh, you should just do the.
[CUSTOMER][NEUTRAL] Uh, you should just do the.
[AGENT][NEUTRAL] New password confirmed password, are you on that one?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, yeah, go ahead and do that and then you'll do.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] First name, last name?
[CUSTOMER][NEUTRAL] Now do I click the confirm of the password they've given me?
[CUSTOMER][NEUTRAL] It says use strong password.
[AGENT][NEUTRAL] Um, I would just put in your own.
[CUSTOMER][NEUTRAL] Am I making up a new one or keeping theirs?
[AGENT][NEUTRAL] I, I would put in a new one if you're able to.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Delete theirs.
[AGENT][NEUTRAL] And then let me know when you click continue.
[CUSTOMER][NEUTRAL] OK, I've got
[CUSTOMER][NEUTRAL] Continue.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] To continue again.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And next, it should take you to the terms of use and privacy policies.
[CUSTOMER][NEGATIVE] No, it just keeps taking me to continue. It keeps saying change your email.
[CUSTOMER][NEUTRAL] It says a user with a specified ID already exists.
[AGENT][NEUTRAL] OK, let me look at something real quick.
[AGENT][NEUTRAL] And you're not an admin or anything for your.
[CUSTOMER][NEUTRAL] for you.
[AGENT][NEUTRAL] Organization correct?
[CUSTOMER][NEUTRAL] Oh no, I'm a lowly teacher.
[AGENT][NEUTRAL] Well, if it says that you've already, OK, so it says you already have one,
[AGENT][NEUTRAL] Were you able to go to the login page and click forgot password? Did that work?
[CUSTOMER][NEUTRAL] I did all that.
[AGENT][NEUTRAL] And it didn't do anything?
[CUSTOMER][NEGATIVE] But it, it, no, it didn't.
[CUSTOMER][NEUTRAL] All I want is a form. Can I just get somebody else with the same insurance to get me the form?
[AGENT][NEUTRAL] Uh, I can get you the form what form are you?
[CUSTOMER][POSITIVE] Because you've been really helpful, I need the hospital indemnity form.
[AGENT][NEUTRAL] OK, give me just one moment.
[CUSTOMER][NEGATIVE] The lady at the county office gave me the wrong form.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She gave me a 9 page form that I've had filled out for 2 weeks.
[CUSTOMER][NEUTRAL] And I think I spoke with you earlier and you said I needed the indemnity in hospital indemnity.
[AGENT][NEUTRAL] Yeah,
[AGENT][NEUTRAL] And um.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And I've been working on it ever since.
[AGENT][NEUTRAL] Let me email it to you.
[AGENT][NEUTRAL] So uh let me email it to you then.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK, that'd be great.
[AGENT][NEUTRAL] OK, give me just one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, you want the indemnity form.
[CUSTOMER][NEUTRAL] And indemnity
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Alright, give me just a moment so I can get that ready for you.
[AGENT][NEUTRAL] And you want it sent to that uh [PII] OK.
[CUSTOMER][NEUTRAL] [PII], yes.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, give me just one second.
[AGENT][POSITIVE] All right, I just sent that to you so hopefully you get that soon.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] If you ever need to uh download a claim, you can always go to [PII].
[CUSTOMER][NEUTRAL] Did you ever
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] And at the top uh right hand corner you'll see something that says, let me see what it says exactly.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You'll see something that says claims and forms right next to claim status and sign in so claims and forms and you'll be able to say see all the claim forms that are available to you.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Mhm, but I, I did just email it to you. I emailed you the hospital indemnity form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I haven't gotten it yet.
[CUSTOMER][NEUTRAL] Claim form there it is.
[AGENT][NEUTRAL] There you go.
[CUSTOMER][NEUTRAL] OK, let me click on it and click here just.
[CUSTOMER][NEUTRAL] No, I'm back to a login.
[CUSTOMER][NEUTRAL] What did I do wrong?
[AGENT][NEUTRAL] Log in, let me see.
[CUSTOMER][NEGATIVE] I don't want all that.
[CUSTOMER][NEUTRAL] Why can't I click on your form?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't know. I got it straight from our website.
[CUSTOMER][NEUTRAL] OK, I'm going to try again.
[CUSTOMER][NEUTRAL] It's me.
[CUSTOMER][POSITIVE] It's right there. Thank you so much, [PII].
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Did you get it to open up?
[CUSTOMER][POSITIVE] I'm going to print it, yes.
[AGENT][POSITIVE] OK, OK, good.
[CUSTOMER][NEUTRAL] I'm gonna make 3 copies.
[CUSTOMER][NEUTRAL] Is there anybody I can contact about how helpful you are?
[AGENT][NEUTRAL] Um, there should be in the email.
[CUSTOMER][NEGATIVE] Not many people, not many people would sit here with me and talk me through this.
[AGENT][MIXED] There's no it's totally fine. I get it it's very frustrating um there is a link in that email where it says click here to share um if we meet your expectations and you can yeah you can just click there and my ID is at the bottom.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] There is the in the.
[CUSTOMER][NEUTRAL] Uh huh, I saw that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And your name is [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Thank you so so much. I appreciate it. All I wanted was a form.
[AGENT][POSITIVE] You're welcome anytime.
[AGENT][NEUTRAL] Anytime, that's what we're here for.
[CUSTOMER][NEUTRAL] Don't say that. You'll be sorry.
[CUSTOMER][POSITIVE] All right, thank you. I'm gonna print it. Alrighty, bye.
[AGENT][POSITIVE] All right, you're welcome have a great day. OK.
[AGENT][NEUTRAL] Bye.