AccountId: 011433970860
ContactId: 2996f081-a8f5-428e-a257-545112450534
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1094670 ms
Total Talk Time (AGENT): 447695 ms
Total Talk Time (CUSTOMER): 158950 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/2996f081-a8f5-428e-a257-545112450534_20250623T14:58_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, uh
[CUSTOMER][NEUTRAL] My name is [PII]. I work for Copeland's.
[CUSTOMER][NEUTRAL] Of Covington.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] About
[CUSTOMER][NEGATIVE] 3 weeks ago, I had fell at home and broke my wrist in 3 places.
[AGENT][POSITIVE] Mm, sorry to hear that.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEGATIVE] It won't let me and I'm trying to use my insurance.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And it won't let me
[CUSTOMER][NEGATIVE] And won't let me create an account or anything on the website.
[AGENT][NEUTRAL] OK, Mr. [PII], so you're needing assistance in setting up your profile in the online service center so you can submit a claim, is that correct?
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][POSITIVE] Yes, sir. I can help you with that. And what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] It's uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And do you have your policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] If not I can try and look it up with your social if that's easier.
[CUSTOMER][NEUTRAL] No, I don't have my policy number.
[AGENT][NEUTRAL] OK, and what is your full social please?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, thank you. One moment please while I locate your information. Once I do, Mr. [PII], I will need to verify several things with you first for security and also any information that is 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] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and go ahead and give me the correct spelling of your last name to make sure that that is correct in our system.
[CUSTOMER][NEUTRAL] It is [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And also your home mailing address please.
[CUSTOMER][NEUTRAL] OK, I had a house fire, so I recently moved, so it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, what was the street number before?
[CUSTOMER][NEUTRAL] It was the same street and everything, but it was [PII].
[AGENT][NEUTRAL] OK, alright, so it's 1 OK, and then go ahead with your city, state and zip.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. The phone number that is on file for you is different. So I don't know if this is your work phone number, but we have a different phone number on file than the one you gave me.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] No, no, we don't. I'm so sorry. I misread that. No, I misread that, Mr. [PII]. I'm sorry, so we do have this.
[CUSTOMER][NEUTRAL] OK, uh, that's my.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, it's OK.
[AGENT][NEUTRAL] [PII]. OK. So lastly, I do need to add an email address for you because that's gonna be one of the reasons you can't set up your profile is we do not have an email on file. So what is your email address?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is all lower case.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so that's your first name, last name, [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so I have gotten that added. Are you where you can try and see now if you can set up your profile while we're on the phone together? And I also have a user guide, Mr. [PII], that I can send to you if you would like. It just gives you some tips on using the portal.
[AGENT][NEUTRAL] Once you get it set up.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, let me, uh, hold on a second.
[AGENT][NEUTRAL] Alright, sure, while you're getting that pulled up I'll work on sending this email to you.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] Now if you want me to walk you through the steps, I'll be happy to try and do that as well.
[CUSTOMER][NEUTRAL] I'm trying to uh create it right now.
[AGENT][NEUTRAL] Have you
[AGENT][NEUTRAL] OK, so on the first screen you did create OSC account and then you selected uh insured as the role the best describes you. OK. Now, on the next screen, Mr. [PII], only enter the information into the fields that have the red asterisks.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Beside them
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For now.
[AGENT][NEUTRAL] And I did go ahead and.
[CUSTOMER][NEUTRAL] Oh, once to complete your account set up.
[AGENT][NEUTRAL] It did, OK.
[AGENT][NEUTRAL] So actually you, you're going to receive, it's gonna, two different times you're gonna receive a verification code sent to your email.
[CUSTOMER][POSITIVE] Yep, uh, right thing.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that may take just a moment to come through.
[AGENT][NEUTRAL] So just be patient if you haven't gotten it yet.
[AGENT][NEUTRAL] Mr. [PII], did you say that you fell and broke your wrist or your arm in three places?
[CUSTOMER][NEUTRAL] My wrist
[AGENT][POSITIVE] Mm, goodness.
[CUSTOMER][NEUTRAL] Yeah, so, um, one handed.
[AGENT][POSITIVE] Bless you.
[AGENT][NEUTRAL] And like I said, you will receive two different verification codes. You'll receive the first one and you'll have to confirm that before you'll be able to set up your password. And then when you, once that's done, you'll receive another one when you actually go to sign in and it's essentially like a two-factor just or a multi-factor authentication.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] Is it still letting you progress on through, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] I'm setting up my password now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, it's been created.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Now, have you received your 2nd verification code yet?
[CUSTOMER][NEUTRAL] Uh, let me check.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, not yet.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So when you went back, I guess it took you back to the login page, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So you click to log in and that's when it should send you another verification code.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] No, yeah, when you click the log in right, you should.
[CUSTOMER][NEUTRAL] Uh, I see.
[CUSTOMER][NEUTRAL] Alright, now I'm just waiting on it now.
[AGENT][NEUTRAL] And your, yeah, OK.
[CUSTOMER][NEUTRAL] Verification code has been sent to your inbox.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you'll just copy and paste that if you want in that verification code box and click.
[AGENT][NEUTRAL] Blue it says verify code.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Still waiting on it.
[CUSTOMER][NEUTRAL] Uh, laundered
[CUSTOMER][NEUTRAL] The next part, the dashboard now.
[AGENT][NEUTRAL] OK, so you verified your code and now you're signed in to your welcome to APL or welcome to the OSC dashboard.
[CUSTOMER][NEUTRAL] Yep and I just entered my phone number to get that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh huh to opt in for text updates. OK, good. OK, so I did go ahead I mean I did email you the user guide just for you to have as reference.
[CUSTOMER][NEUTRAL] Update stuff and.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, for the, for the future and that email that I sent to you is coming from care team at [PII].
[AGENT][NEUTRAL] And I did put a PL in your subject line.
[AGENT][NEUTRAL] Now do you also do you know where to get your claim form, Mr. [PII] that you will need to submit?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, I have that already uh.
[AGENT][NEUTRAL] The accident claim form because it has page one of that accident claim form. It has all of your instructions. OK.
[CUSTOMER][POSITIVE] Yes, ma'am. Yes ma'am. I got.
[CUSTOMER][NEUTRAL] I got that from uh
[CUSTOMER][NEUTRAL] Corporate office, they helped me to get my information because I never received any card or anything like that and I didn't know how to use it and I called them and.
[AGENT][NEUTRAL] Right. Well, there's actually.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK. So first off, just for your information, there's not any ID cards associated with this type of policy. It's just your policy certificate, and that information is in your portal also, OK? Um, so where you see, you know, on your dashboard, it, you should see a blue icon.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Um, well, actually it, it says view policy details and if you click there it should download your policy.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But you don't have, again, you don't have ID cards with this policy. And then you should see a policy, I mean, not a policy, I'm sorry, you should see another box with a picture of a family, a mom, a dad, and a little girl, and it's the start your claim. So when you get ready to go, you'll just click there and it will be to a traditional claim is what you're gonna be filing. So you would just
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Walk through the steps and uploading your claimant, your claim form itself along with the other required documentation into your portal and then you should be able to see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That that, you know, has been received, you should get a confirmation.
[AGENT][NEUTRAL] Letting you know it was received and then since you've opted in for text notification alerts you should receive an alert once that claim has been reviewed and if you should need to submit any additional documentations for the claim.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] When you do that there's not gonna be there's not a way to tie additional information to an existing claim number so you would just upload it like it was a new claim, but our system would know that hey we were missing that piece of information you know and um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] All tied together on this end, kind of behind the scenes.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, do you have any other questions at the moment?
[CUSTOMER][POSITIVE] All right, thank.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, no, ma'am.
[CUSTOMER][NEUTRAL] No ma'am, this is
[CUSTOMER][POSITIVE] Perfect, thank you.
[AGENT][POSITIVE] OK. Well, you're very welcome. So if you do have any other questions, please give us a call, Mr. [PII]. Otherwise, thank you again for calling APL and I hope that you have a very nice day and I hope you're on a road to a very speedy recovery.
[CUSTOMER][POSITIVE] Thank you, and you have a wonderful day too.
[AGENT][POSITIVE] Thank you so much. Yes, sir.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Alright bye bye.