AccountId: 011433970860
ContactId: 2e09682f-0d6f-4f2f-8d02-cadfa265202b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 541340 ms
Total Talk Time (AGENT): 175015 ms
Total Talk Time (CUSTOMER): 217397 ms
Interruptions: 2
Overall Sentiment: AGENT=0.1, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/2e09682f-0d6f-4f2f-8d02-cadfa265202b_20250604T18:28_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Yes, hello I called earlier um because I cannot set up my um new account.
[CUSTOMER][NEGATIVE] Like I've tried several times I've talked to my insurance guy and he told me that it was working and I cannot get through like as far as I can go is I'll set up like the new password and then it just tells me that it's processing my information and it won't do anything else.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, um, who am I speaking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And um do you have the policy number with you?
[CUSTOMER][NEUTRAL] Um, I think I have, well, I have 2 actually. I have an accident and then I have
[CUSTOMER][NEUTRAL] I think she they said a wellness or something, but I can give you the policy numbers.
[CUSTOMER][NEUTRAL] OK, the first one is the accident and the number is 25258.
[CUSTOMER][NEUTRAL] 8
[CUSTOMER][NEUTRAL] 8
[CUSTOMER][NEUTRAL] Let me see. OK, 68. There's too many 8s in them, so.
[AGENT][NEUTRAL] OK, so 258-8.
[AGENT][NEUTRAL] 868. OK.
[CUSTOMER][NEUTRAL] 868.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, give me just a moment.
[AGENT][NEUTRAL] [PII], can I get 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] Um, it is [PII].
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I think I spoke to you. I think it was me that you spoke with earlier.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] So let me see, um.
[CUSTOMER][NEUTRAL] Mhm go ahead yes I thought I called you like around lunch time, yeah.
[AGENT][NEUTRAL] Mhm. Um, and so when you
[CUSTOMER][NEUTRAL] And, yeah.
[AGENT][NEUTRAL] OK, so, uh, you were only able to get to
[AGENT][NEUTRAL] Oh, what is it? Um.
[CUSTOMER][NEGATIVE] Like where it wants you to set up your new password and then I put that in and then it just says processing your information and then it says please wait but then nothing ever happens.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and just to verify, you have pop-up blockers removed?
[CUSTOMER][NEUTRAL] Oh, I don't know.
[CUSTOMER][NEUTRAL] I'm I'm using my cell phone.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] OK, OK. Yeah, because, um.
[CUSTOMER][NEUTRAL] I mean, yeah, I hit that, whatever that thing is.
[AGENT][NEUTRAL] OK, cause sometimes it it asks for the verification and everything in a pop up, um, so sometimes it'll just keep spinning because there's a pop up that has where you will include it.
[CUSTOMER][NEGATIVE] I don't know. I just know that when I go on Aflac's insurance thing, it is the easiest thing in the world, and this has been nothing but a headache and this guy talked me into this policy and I'm not very happy because I've, I've submitted a claim and I've never had to wait this long for any kind of like a response about my claim.
[CUSTOMER][NEUTRAL] I mean like I did that last week and I'm still waiting to hear if they um approved it or not.
[CUSTOMER][NEUTRAL] And I've never had to wait this long. I mean he either tell me yes or no, like I don't know why it's taking them a whole week just to give me an answer.
[AGENT][NEUTRAL] Yeah, um, I understand. Um, it looks like I see, I see you're pending.
[AGENT][NEUTRAL] 6 times. So, um, um, it might be a pop-up blocker. Let me go ahead and get you on our IT.
[AGENT][NEUTRAL] Um, to see if we can get that fixed. It looks like it's probably because there's 6 of them pending because uh some type of pop-up isn't working or something.
[AGENT][NEUTRAL] Um, so let me go ahead and I know that we verified all of your information, uh, this morning.
[AGENT][NEUTRAL] Give me just one moment while I get someone from our IT oh go ahead.
[CUSTOMER][NEUTRAL] And my
[CUSTOMER][NEUTRAL] Well, and can you tell me like, why does it take them so long to verify anything? Like,
[CUSTOMER][NEUTRAL] I mean I've never had to wait this long like to get anything but I mean and it's not like it's like thousands of dollars it's like two office visits, each one for $50.
[AGENT][NEUTRAL] Oh, for the claims?
[CUSTOMER][NEGATIVE] Yeah, like I, I don't understand why it takes this long.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, I'm not in claims, so I don't know, um, but, oh, go ahead, go ahead.
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][NEGATIVE] Well, and I did like before they changed the whole system like I did get a thing that said they received my claims and they were processing them and that was last week and here it is Wednesday and I've still not gotten an answer.
[AGENT][NEUTRAL] Um, yeah, I don't know because I'm not in claims. If you would like, I can try and put in a request to have someone from claims contact you and see um what all is going on because all I can see on my end is that we are processing the claim currently.
[CUSTOMER][NEUTRAL] So, I don't know, like.
[CUSTOMER][NEGATIVE] Well, yeah, if you could get, give them, get them to call me or something because I'm like it's, it's not like it's for thousands of dollars where I should have need all of this documentation. It was like.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] An office visit for like a mammogram and an office visit for blood work and like I shouldn't have to.
[CUSTOMER][NEGATIVE] Like prove like have all this wait time. I don't understand that.
[AGENT][NEUTRAL] OK. Give me just a moment so that I can go ahead and fill this out so that we can get
[AGENT][NEUTRAL] Your um portal account um fixed and then I'll also put in a request for someone from claims to uh talk with you. So give me just a moment while I put this in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thanks.
[CUSTOMER][NEUTRAL] Here I'll give you my.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And it's me.
[AGENT][NEUTRAL] And is there a specific browser you're using?
[CUSTOMER][NEUTRAL] I think it's just Google. I don't know. I think, yeah, it's just Google.
[AGENT][NEUTRAL] The chrome.
[AGENT][NEUTRAL] OK, I just wanted to make sure um in in case they ask, right, so I put that IT ticket in and then I will go ahead and put in a request to have someone from claims uh contact you.
[CUSTOMER][NEUTRAL] Chrome, yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, is there anything else I can help you with for now?
[CUSTOMER][NEUTRAL] No, I guess that's it.
[AGENT][NEUTRAL] Right, well, hopefully you'll hear back from someone within 24 to 48 hours. Um, it might be a little bit less, hopefully, um, but I'll go ahead and put in that request and hopefully someone and someone will reach out to you soon, OK?
[CUSTOMER][NEUTRAL] Hopefully.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Right, thank you for calling APL. I hope you have a great day bye.
[CUSTOMER][NEUTRAL] OK bye bye.
[CUSTOMER][POSITIVE] Thanks you too bye.