AccountId: 011433970860
ContactId: 298cb11b-7463-40c2-bb56-5e2529e173be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1342859 ms
Total Talk Time (AGENT): 496551 ms
Total Talk Time (CUSTOMER): 439457 ms
Interruptions: 8
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/298cb11b-7463-40c2-bb56-5e2529e173be_20250624T18:21_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Um, my name is [PII], and I was just, um,
[CUSTOMER][NEUTRAL] Trying to check my claims uh to see if my um EOB that I faxed in got there. Usually I get an email saying it was received and I went to sign in the usual way and then some other screen came up that said I needed a verification code and then um I had to enter my email address so they didn't recognize my email address.
[CUSTOMER][NEUTRAL] And then so I said OK well maybe they have a new system, maybe I have to re-register so I tried that too, and I put my usual email address in again they sent me a verification code. OK, you can continue, but it wouldn't let me hit continue. It kept saying we cannot verify your email address, so I don't know what happened.
[AGENT][NEUTRAL] Checking machine, so you're trying to set up your, there was an update to the portal, so you're trying to create your new profile and it's you're having some issues with doing that.
[CUSTOMER][NEUTRAL] Um, I did, oh OK.
[CUSTOMER][NEUTRAL] Oh yeah, I didn't know how to create it it when my old um password and user name didn't work um I tried to that where it said sign up or register and then it still wouldn't let when I tried to use the tried to use address that I've always used with APL.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Well, I can certainly try and help you with that. And then you said you were needing to, you were also trying to check the status of a claim for yourself, is that correct?
[CUSTOMER][NEUTRAL] Um, well, I, I know that there's no claim right now because I just submitted the EOB by fax a couple of days ago, but I just wanna see if it was received, that's all, and that's because I checked my online periodically.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, yes ma'am.
[AGENT][NEUTRAL] I understand. OK, totally. I can help you with all these things. So first off, what is your last name again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] OK, Ms. [PII], thank you. And what's a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And do you know your policy number?
[CUSTOMER][NEUTRAL] I can get it real quick. In fact, I think I know it. 4449.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] 834
[AGENT][NEUTRAL] OK thank you one moment while I get your information pulled up.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, Miss [PII], so, um, first off, I will have to verify your information with you for security purposes and then any information that's provided would 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] Sure.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then the next piece of information to verify would be your email address I'm sorry, your mailing address, first off, your mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that is on file for you is the same as the one that you gave to me, so that is the best number that we should have, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Thank you and lastly your email address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you very much for verifying your information. So, let's see. So on the fax that you sent, that was on, was that on the [PII], Ms. [PII]?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] I'm not sure if it was [PII] or the [PII].
[AGENT][NEUTRAL] OK, so it looks like we received a fax on the [PII] and so that is in line for review.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Sure, yeah, I, I knew that status. I wasn't really interested in the status. I just wanted to make sure that it was just I usually just check it periodically, um, but I just mainly wanted to sign in now for the future.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] OK, so I'm gonna be able, absolutely. So I'm gonna try and help you with that. So, go to that very first page for the online service center.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It says welcome to the online service center.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Yeah on that now.
[AGENT][NEUTRAL] OK, alright, so give me just a second to get there. OK, so on that screen there was an update made to the portal so you will have to create a new profile. So I'm just gonna walk through the steps with you. So first select create your OSC account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, I was probably doing like the password or something. OK, there we go. Well, nothing's.
[AGENT][NEUTRAL] And then you're gonna select in oh.
[AGENT][NEUTRAL] You're still waiting for that to.
[CUSTOMER][NEUTRAL] OK, I
[CUSTOMER][NEUTRAL] Um, I got the next screen now.
[AGENT][NEUTRAL] All right, so select insured.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] And click next.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All righty.
[AGENT][NEUTRAL] Then on this screen, only enter the three fields that have the red asterisks. So that's gonna be your last name, your email, and your date of birth. And once you do that, click next.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I'm typing my email now.
[CUSTOMER][NEUTRAL] Oh wow, how do you change that date thing. I wish I could just type it in, but I have to go all the way back to it. Oh, I see. OK.
[AGENT][NEUTRAL] And again only enter those three fields last name, email, and date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]. See, I gotta get it to [PII]. 0, there we go.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, OK, that's done then, yeah, those are the only 3 that I did and then hit next.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK. Yes, ma'am.
[AGENT][NEUTRAL] OK, now on.
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I think it's self explanatory now probably but complete your account set up there.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So on that one, on that screen there, um, you, give me just a second.
[CUSTOMER][NEUTRAL] That's what
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] When you get
[AGENT][NEUTRAL] On that screen, what are your options? It says complete your account set up.
[AGENT][NEUTRAL] Does it say that then continue? OK, so click continue then it's going to email you a verification code.
[CUSTOMER][NEUTRAL] Yeah, I had that.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So you'll need to check your email. Now that may take a minute or two to come through.
[CUSTOMER][NEUTRAL] OK, I have to type.
[AGENT][NEUTRAL] And when you get that verification code, you're.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Gonna
[AGENT][NEUTRAL] Did you tell it to send the verification code?
[CUSTOMER][NEUTRAL] I'm not yet. Let's see. OK, the 6 years, yeah, I just clicked it now. I know I.
[AGENT][NEUTRAL] So you're not gonna enter.
[AGENT][NEUTRAL] I was gonna say don't enter a password or anything yet. You're just going to.
[AGENT][NEUTRAL] When you click continue.
[CUSTOMER][NEUTRAL] Wait till I get my new coat.
[AGENT][NEUTRAL] Yes, because you're gonna have to verify that first before it's gonna let you put any.
[CUSTOMER][NEUTRAL] Yeah, I see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] A password.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so you know what I was trying to do was I kept um hitting like forgot password and I wasn't looking at the option to.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I guess because I wasn't sure I needed to create a new one, so anyway I sure.
[AGENT][POSITIVE] Right, right. No, that's perfectly understandable. Yes, ma'am.
[CUSTOMER][POSITIVE] OK. Well, thank you so much.
[AGENT][NEUTRAL] Well, you're welcome, [PII]. Do you wanna just finish trying to set it up while you and I are still on the phone to make sure that you don't have any.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEGATIVE] Issues
[CUSTOMER][NEUTRAL] Um, let's see if.
[CUSTOMER][NEUTRAL] The thing is it's um I've since I tried to do it a couple times before, it takes 3 or 4 minutes to come on the email, so I don't know if you wanna wait that long. I think I could.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, well, it's
[AGENT][NEUTRAL] OK, well, it, it, it's entirely up to you. I don't mind, but you have to be patient with it because it does, sometimes it'll send a verification code really quick. Sometimes it will take, you know, a few minutes to receive it.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But once you do,
[CUSTOMER][NEUTRAL] Um, it's up to you if you feel like.
[AGENT][NEUTRAL] Yeah, I mean, no, I don't mind helping you so that you don't, if you're still not able to set it up, you wouldn't have to call back, but that's entirely up to you.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, sure, yeah, I'll, I'll let you know, I'll.
[AGENT][POSITIVE] I'm here to help you as long as it takes. Mhm.
[CUSTOMER][POSITIVE] OK, thank you. I'll hang on for another couple of minutes.
[AGENT][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] I got it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, they, they verified it. Now you can continue.
[CUSTOMER][NEUTRAL] Oh see this might be the thing that happened before is it makes me change my.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I don't want to change the email.
[AGENT][NEUTRAL] No, it should, no, so you're not gonna, you should just enter your verification.
[AGENT][NEUTRAL] Code
[CUSTOMER][NEUTRAL] I did.
[AGENT][NEUTRAL] And then once you do that, it says verify your email.
[CUSTOMER][NEUTRAL] I did.
[CUSTOMER][NEUTRAL] Mhm, yep and it says email address.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh email address verified you can now continue.
[AGENT][NEUTRAL] OK, so click.
[CUSTOMER][NEUTRAL] But um
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Oh, OK, I can, I see what you mean. OK. I just went past change email. I put new password. OK, let's see let's see if this.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yeah, right. So now you're gonna do your new password.
[AGENT][NEUTRAL] And confirm it.
[CUSTOMER][NEUTRAL] Um, yes, I'm on the phone.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh, I don't know what they mean by display name, given name.
[AGENT][NEUTRAL] The display name would be, I mean you can just put your first name there I mean that's kind of what you're gonna see when it's.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] When you log in.
[AGENT][NEUTRAL] Your surname, you can just get your last name?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] I got
[CUSTOMER][NEUTRAL] And the next one is given name hopefully that can be the same thing my first name and then for my surname.
[AGENT][NEGATIVE] And you don't even have to, you don't, yeah, and you don't even actually have to put that if you don't want to. I don't believe that's not marked as a required field.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then once you do that and click continue, mhm you should then have the terms of use and the privacy policy to accept and agree to.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes, I did that already and now it says your account has been successfully created.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so when you go, yes ma'am, but just one more thing, Ms. [PII], when you do go back to when it says go to the dashboard, you're going to, um, when you sign in it's going to send you another security code via email and that's essentially like a multi-factor authentication so you will get one more security code so do you wanna go ahead and just make sure.
[CUSTOMER][POSITIVE] OK well thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] We're almost there just to make sure you're fully, fully set up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm still waiting on that one to be emailed to you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And it's funny, sometimes they're very quick to come through and then sometimes it does take
[AGENT][NEUTRAL] Just a little bit longer.
[CUSTOMER][NEUTRAL] Well, who knows? Maybe my internet's slow.
[AGENT][NEUTRAL] Oh, no, it's, no, it's just how it's um going through the multi layers of security. It's like that for everyone.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Where are you calling from?
[AGENT][NEUTRAL] I'm in [PII].
[CUSTOMER][NEUTRAL] What part of
[AGENT][NEUTRAL] I'm actually in [PII]. Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh, you are.
[CUSTOMER][NEUTRAL] That's right. I thought that APO was based in [PII].
[AGENT][NEUTRAL] Well, we have an office here, but our corporate office is in [PII].
[CUSTOMER][NEUTRAL] But I
[CUSTOMER][POSITIVE] I now remember, I remember I used to talk to a lady named [PII] that was from there. It was when I first um had my cancer diagnosis, she was my rep. She was so nice. She's worked so many things early.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, yes, I got my code. Let me try that.
[CUSTOMER][NEUTRAL] Welcome to dashboard, OK.
[AGENT][NEUTRAL] OK. And then that may be um
[AGENT][NEUTRAL] Where it's going to
[CUSTOMER][NEUTRAL] Oh hello
[AGENT][NEUTRAL] Send you that next code.
[CUSTOMER][NEUTRAL] Oh, they're gonna give me some
[AGENT][NEUTRAL] One more.
[CUSTOMER][NEUTRAL] Oh, hello [PII]. You can receive claim status updates, blah blah blah, um, OK, enter your phone.
[AGENT][NEUTRAL] Yeah, mhm.
[AGENT][NEUTRAL] Yep, so you can opt in for the text alerts and just like you could before.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] They're sending me another verification code. You know what? Your name's [PII], right? Is that [PII] your name?
[AGENT][NEUTRAL] Yes, ma'am. Uh-huh. It is [PII]. Uh-huh.
[CUSTOMER][NEUTRAL] I'm not gonna. I know how to do it now, so I don't think you have to wait until the last verification code.
[AGENT][NEUTRAL] OK, so it sent you a 3rd verification code?
[CUSTOMER][NEUTRAL] Text message with your verification code has been sent to your phone. Please enter the code here.
[AGENT][NEUTRAL] [PII], OK, with opting in for your text alerts, yes, ma'am. So we're just, you know, again, we can't be too safe to stay in time, unfortunately. So that's all with the revamp of the portal, there's, you know, even more security than there already was. It was very secure to start with, but yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah, that's
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, that's
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] So you're saying I should stay on the line for the last one too, or you think I'm safe?
[AGENT][NEUTRAL] Yeah, I guess, oh, we're, no, we're so close. Let's just make sure you get that because I would hate for you to have to call back and maybe have to hold. I don't know how long you held when you called in. Did you have to hold very long?
[CUSTOMER][NEUTRAL] So wait 2 seconds.
[AGENT][POSITIVE] Oh, well, that's good. OK.
[CUSTOMER][POSITIVE] But anyway, thank you
[CUSTOMER][POSITIVE] Everybody has always been so nice at APM.
[AGENT][POSITIVE] Oh, well, thank you for saying that.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Did it let you, did it send you that one?
[AGENT][NEUTRAL] Yeah, have you got, OK, OK.
[CUSTOMER][NEUTRAL] Not quite yet.
[CUSTOMER][NEUTRAL] I'm looking right on my email and I keep pulling the thing down so I know it's gonna come in a second.
[AGENT][NEUTRAL] So the for and that was for the text alerts?
[CUSTOMER][NEUTRAL] Yeah, that's what it seemed to be after I typed in my phone number.
[AGENT][NEGATIVE] So it should have texted you instead of did it not text you the code?
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Can you check to see if it
[CUSTOMER][NEUTRAL] It did, it should.
[CUSTOMER][NEUTRAL] It's there, yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you for telling me that.
[AGENT][POSITIVE] Oh, no, no worries.
[CUSTOMER][NEUTRAL] Your phone number has been verified and you're now subscribed to text message notifications. I think I'm done.
[AGENT][POSITIVE] OK, then. Wonderful, wonderful. OK. Well, if you have any other um questions, you know, or any issues arise, please give us a call back, Ms. [PII] and we'd be very happy to help you.
[AGENT][POSITIVE] But you should be good to get your claim status and all that now.
[CUSTOMER][POSITIVE] OK, thank you so much.
[CUSTOMER][POSITIVE] OK, thank you so much I sure appreciate your help.
[AGENT][POSITIVE] Well, you're very welcome and it was my pleasure. Yes, ma'am, you too, and it was my pleasure in speaking to you today. So thank you again for calling APL and I hope you have a wonderful rest of your day.
[CUSTOMER][POSITIVE] You take care now.
[CUSTOMER][NEUTRAL] You're welcome. Same to you bye bye, [PII].
[AGENT][POSITIVE] Yes ma'am, thank you. Bye bye.