AccountId: 011433970860
ContactId: 2290b0ea-17b3-4637-9234-95c9b8509732
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1425750 ms
Total Talk Time (AGENT): 284670 ms
Total Talk Time (CUSTOMER): 549982 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/2290b0ea-17b3-4637-9234-95c9b8509732_20250617T18:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Well, hi [PII], this is [PII] at Pocket. I spoke with you earlier today, um, and you referred me to Roxy. I'm calling in because I'm having trouble, uh, it's not accepting my email for me to upload the pathology report that, um, apparently I didn't send the right report. So I have now have the pathology report. I need to upload it and I put in my email.
[CUSTOMER][NEGATIVE] And uh I couldn't remember my password. So I, you know, I, I requested a new password and it sent me a code. I put in the code, and it won't allow me in. It says there is no account.
[AGENT][NEUTRAL] OK, do you have?
[CUSTOMER][NEUTRAL] So I'm
[AGENT][NEUTRAL] Uh, do you have your policy number?
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Yes ma'am, 00755880.
[AGENT][NEUTRAL] OK, then can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then your address and your email address?
[CUSTOMER][NEUTRAL] Yes ma'am, uh, address is [PII]. That's [PII]. My email is [PII].
[AGENT][POSITIVE] OK, and then a good callback number, Ms. [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, OK, so you did want to create your OSC account today, is that right?
[CUSTOMER][NEUTRAL] Well, I thought I already, I mean, I uploaded.
[CUSTOMER][NEGATIVE] What I thought was the pathology report, remember? Uh, maybe you don't remember, but I had, um, I submitted a bunch of information. They said, I, we need your pathology report. I uploaded and mailed, put in the mail. What I thought was the pathology report. Well, it wasn't. It was a biopsy report. So they need, they needed the pathology. Well, now I'm trying to upload that and I can't even get into my account. So it's just, I'm not even real.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me see something.
[CUSTOMER][NEUTRAL] I have a username.
[CUSTOMER][NEUTRAL] That's different than my email address, but it's asking for my email.
[AGENT][NEUTRAL] Yeah, it should be your email. Um, looks like.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Let me make sure. OK, so the last thing we received, I wanted to make sure that
[AGENT][NEUTRAL] Um, let's see this one.
[AGENT][NEUTRAL] I'm just checking a few things. Just give me one moment.
[CUSTOMER][NEUTRAL] No, no problem. I
[CUSTOMER][POSITIVE] Appreciate your help.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And yes, I do remember talking to you. Was [PII] able to explain it to you? I guess I was confused too.
[CUSTOMER][NEUTRAL] Yeah, yeah, um, I didn't send in.
[CUSTOMER][NEUTRAL] What they wanted. So, what they needed. And so now I, I have it. I've got it downloaded on my phone. I'm wondering if it's not allowing me to do it from my phone, but it, I think it did before.
[AGENT][NEUTRAL] Um, do me a favor here. Um, I don't know, doesn't look like the account's been set up. And so if you, so if you did anything prior to [PII].
[AGENT][NEUTRAL] That would have been our old system, um, and we.
[CUSTOMER][NEUTRAL] Oh, you, you changed your system.
[AGENT][NEUTRAL] He did, um, so if you can go to the [PII], if you'll click on create your OSC account.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you should only
[CUSTOMER][NEUTRAL] So I have to recreate an account.
[AGENT][NEUTRAL] Yeah, you'll have to recreate it. Um, you should only have to, um,
[AGENT][NEUTRAL] Enter in the asterisks, so you don't have to enter in all the information, it's just your date of birth, your email, and your last name.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then it's a 2, it's a two-factor verification. So it's what it's going to do is after you enter that information, it's going to ask you to send you a verification code. You'll enter that, um, it'll be sent to your email and then you'll create your password. Once that's complete.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] You'll log back in with that email address and password you created. It'll ask for another verification code, and then once you're there, you'll be able to get in and um upload your documents.
[AGENT][NEUTRAL] Do you wanna walk through?
[CUSTOMER][NEUTRAL] Alright, so this is [PII]
[CUSTOMER][NEUTRAL] Should I do [PII]?
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] Uh, no, it's, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] All right. I'll try that. And um
[CUSTOMER][NEUTRAL] Go through all those. Yeah. Well, now that makes sense if you change your system and I'm not in there anymore. OK. Let's start again. All right, new system.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK, is there any
[CUSTOMER][NEUTRAL] I hope that I can do it on my own now and not bother you, so, OK.
[AGENT][NEUTRAL] Um, do you want me to walk through, you wanna wait while I'm on the line? I can wait with you while you try it, or if you have something to do right now, um, you can try it on your own.
[CUSTOMER][NEUTRAL] No, no, I'm, no, this is what I'm doing. It says, uh, I'm online service center, but that's not where I need to be, or is it?
[AGENT][NEUTRAL] Uh, yes, it'll be create your OSC account.
[CUSTOMER][NEUTRAL] See
[CUSTOMER][POSITIVE] It's good.
[CUSTOMER][NEUTRAL] Oh, OK, there I am, OK, um, insured.
[AGENT][NEUTRAL] And you
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Right, I'm an insured.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's my role
[AGENT][NEUTRAL] And then you should just have to enter your last name, email, and date of birth.
[CUSTOMER][NEUTRAL] Oh, it's asking for my social.
[AGENT][NEUTRAL] Um, you don't have to enter that. Just last name, email, and date of birth.
[CUSTOMER][NEUTRAL] I don't
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Last name
[CUSTOMER][NEUTRAL] Zip code, it says.
[AGENT][NEUTRAL] Um, anything, just the, yeah, you just, just the last name email.
[CUSTOMER][NEUTRAL] Email
[CUSTOMER][NEUTRAL] Yeah, that's the asterisk item.
[CUSTOMER][NEUTRAL] OK, and then
[CUSTOMER][NEUTRAL] So I have to go all the way clear. I'm gonna put it in, well, I have to actually use.
[CUSTOMER][NEUTRAL] Use the calendar
[AGENT][NEUTRAL] Um, what was that?
[AGENT][NEUTRAL] No, you should
[CUSTOMER][NEGATIVE] I have to actually go back to [PII], instead of being able to put it in. I can't, it's not allowing me to put it in without having to go all the way back, you know, on your, on these calendars. That's ridiculous.
[AGENT][NEUTRAL] No, it should let you just click on the double M and it'll, yeah, it'll let you type it in.
[CUSTOMER][NEUTRAL] Type it in.
[CUSTOMER][POSITIVE] Oh, that would be nice.
[AGENT][NEUTRAL] Yeah, it should let you just type [PII].
[CUSTOMER][NEUTRAL] Not
[CUSTOMER][NEUTRAL] OK. No, it's not canceled.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] It won't it it's not giving me a keyboard to do that. It's only providing me a calendar.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And maybe that's cause I'm.
[AGENT][NEUTRAL] Are you on your
[CUSTOMER][NEUTRAL] But we'll be here a while.
[AGENT][NEUTRAL] Are you on your phone or are you on a?
[CUSTOMER][NEUTRAL] I'm on my cell. Yeah, I'm on my, I'm on my cellphone.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Um, it still should, you should still should be able to touch the MM and it'll highlight it.
[AGENT][NEUTRAL] We tap on it?
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] MM. There is no MM on here. There's date of birth with an asterisk.
[AGENT][NEUTRAL] Right, and does it say underneath there M M D D Y Y Y? Why?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Oh, no, no, no. No, no. And so when I stopped, nope.
[CUSTOMER][NEUTRAL] Nope. And they're set, cancel and clear. My only options. No, no touchpad, no, yeah, I mean, no, you know, anyway.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Maybe I should get my computer out, I guess.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Sorry, [PII].
[AGENT][NEUTRAL] Oh, you're fine.
[CUSTOMER][NEUTRAL] I'm at [PII] now.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Having to go back 64 years.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] Um, you should be able to just, uh, does it give you like, uh, uh,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] [PII] besides [PII].
[CUSTOMER][NEGATIVE] No, it doesn't.
[CUSTOMER][NEGATIVE] No, no.
[AGENT][NEUTRAL] OK, um, because when I.
[CUSTOMER][NEUTRAL] Anyway,
[CUSTOMER][NEUTRAL] I'm getting there. I'm getting there, you know, it's, at this point, I've tried everything else other than this. And, and
[CUSTOMER][NEUTRAL] Uh, just happened.
[CUSTOMER][NEUTRAL] I'm in my twenties now.
[CUSTOMER][NEUTRAL] I'm now in my
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Is there, it, does it say a month and year?
[CUSTOMER][NEGATIVE] It it's completely blank. I have to click it on a calendar so I'm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] 10 years out. I'm almost there.
[AGENT][NEUTRAL] On the calendar, does it say in the top left corner the month and year?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And is there a, a blue arrow by it or I don't know what's what it's called.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I'm almost there.
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][NEUTRAL] June
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Good gosh.
[CUSTOMER][NEUTRAL] Continue to complete your account set.
[CUSTOMER][NEUTRAL] All right. Now I'll put in my email and now I put in a password.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And it doesn't let you see it. So,
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, I'll have to do this.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] my display name.
[AGENT][NEUTRAL] Uh, it just be whatever you want to be addressed as usually people enter their first name.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the verification code.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Email, OK. OK.
[CUSTOMER][POSITIVE] I agree to terms of issues. I agree to privacy.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Now I just log in, right?
[CUSTOMER][NEUTRAL] With everything, yeah, and it asked me to send a verification code, yeah, OK, I'll do that again.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I don't know why.
[CUSTOMER][NEUTRAL] Alright, I'm in a dashboard it says start your claim.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, that's where you'll go, um, it'll be a traditional claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then from there you should be able to upload your documents that you have.
[CUSTOMER][NEUTRAL] So do I put in my claim it says start your claim.
[CUSTOMER][NEUTRAL] I've already got a claim.
[AGENT][NEUTRAL] We'll we'll know to tie it to what we review and the claims that you have on file for that information.
[CUSTOMER][NEUTRAL] Is this
[CUSTOMER][NEUTRAL] Alright, so I hit start your claim.
[CUSTOMER][NEUTRAL] OK, next step.
[CUSTOMER][NEUTRAL] They selected claim type. OK, traditional, you said?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] But we
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Claimant details enter the information about the claimant.
[AGENT][NEUTRAL] And you
[CUSTOMER][NEUTRAL] Um, no claim available.
[CUSTOMER][NEUTRAL] Uh, I'm sorry.
[AGENT][NEUTRAL] Um, you would be the claimant.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] If claimant details, enter the information about the claimant. No claimants available. Claimant or coverage type not listed, contact us.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEGATIVE] It's not letting me in in anything. I have to go back, maybe.
[CUSTOMER][NEUTRAL] What you'll need.
[CUSTOMER][NEUTRAL] Policy information supporting documents claim. To find claim form you need, visit the help page.
[AGENT][NEUTRAL] Um, do you have a place?
[CUSTOMER][NEUTRAL] Common documentation
[AGENT][NEUTRAL] That you can just upload, um, is there an upload button?
[CUSTOMER][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK. Let me, uh, blow this up just a little bit.
[CUSTOMER][NEUTRAL] So I have to go into a claim form maybe?
[AGENT][NEUTRAL] And ask for the claimant details and then.
[AGENT][NEUTRAL] Name of the policyholder, uh, I assume you filled that out, correct?
[CUSTOMER][NEGATIVE] Not giving me that.
[CUSTOMER][NEUTRAL] OK, let me back up.
[AGENT][NEUTRAL] OK. Um, so were you able to
[CUSTOMER][NEUTRAL] I selected traditional claim. Let me just.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm back at the first page. Need to file a wellness or traditional claim, quickly submit your claim, whether it's a wellness visit or traditional coverage. The benefits are just a few clicks away.
[CUSTOMER][NEUTRAL] OK, I probably have to put in a profile and all that stuff because this is a a whole new system.
[AGENT][NEUTRAL] So it it should have your information loaded.
[AGENT][NEUTRAL] Because that you created your account, so it would pull from our system.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] There we go.
[CUSTOMER][NEUTRAL] Covered insured mhm group cancer insurance.
[CUSTOMER][NEUTRAL] Paid to [PII].
[CUSTOMER][NEUTRAL] I need to pay. What's going on?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Clean? No, open claims.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No claims available.
[CUSTOMER][NEUTRAL] Process claims.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] And this one is
[CUSTOMER][NEUTRAL] Claim number status process amount page 0.
[CUSTOMER][NEUTRAL] Now I'm in insured, now I'm on the claim number 3479184, which is, I guess, a new claim.
[AGENT][NEUTRAL] OK, so what happens when you hit start your claim?
[CUSTOMER][NEUTRAL] Um, I'm gonna, I'm, it, I'm in claim number 3479184 and it gave me a new this CO055779. Is that my new policy number?
[AGENT][NEUTRAL] Uh, no, it's just, it's just a customer number.
[CUSTOMER][NEUTRAL] Do I
[AGENT][NEUTRAL] Your policy number is still the same? 755,880.
[CUSTOMER][NEUTRAL] Oh, customer number.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yes, OK, confirmation number, date received, earliest service date.
[CUSTOMER][NEUTRAL] A completed process amount paid. Oh that was.
[CUSTOMER][NEUTRAL] Yeah, that was back last year. I, I just claimed my, my queer.
[CUSTOMER][POSITIVE] My clear guide, um, I had a, a clear mammogram, praise the [PII]. OK, so,
[CUSTOMER][NEUTRAL] I've got claims and they're all processed it looks like all done only one paid because that was the.
[CUSTOMER][NEUTRAL] And now
[CUSTOMER][NEUTRAL] All my history.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] So I need to put in a new claim. Is that correct? To?
[AGENT][POSITIVE] Yes, correct. Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, uh, how do I, how do I go and open the claim? Let's see, so I have to go.
[AGENT][NEUTRAL] And you go to your dashboard?
[CUSTOMER][NEUTRAL] Start your claim, start your claim. OK.
[AGENT][NEUTRAL] And tradition
[CUSTOMER][NEUTRAL] Next step, traditional claim. I, I select that one, right? Traditional claim? No, it's a, it's a cancer claim.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It's just there's only two types. There's just wellness and traditional. Yours will be traditional.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Then you'll hit next step.
[CUSTOMER][NEUTRAL] Claimant details, enter the information about the claimant. No claimants available.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] Does it allow you to enter your name?
[CUSTOMER][NEUTRAL] No, no, ma'am.
[CUSTOMER][NEUTRAL] I didn't hurt, no.
[AGENT][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] Yes, ma'am. Do you think that this is all because I'm on my phone?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] You there?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Yes, I can.
[CUSTOMER][NEUTRAL] Are you there?
[AGENT][NEUTRAL] Hello, can you hear me?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Um, I can hear you. You can't hear me.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Miss [PII]?
[CUSTOMER][NEUTRAL] Yeah, I, I