AccountId: 011433970860
ContactId: 30882900-7196-4e87-81b3-5f7c35cc01b3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1359089 ms
Total Talk Time (AGENT): 423587 ms
Total Talk Time (CUSTOMER): 452347 ms
Interruptions: 8
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/30882900-7196-4e87-81b3-5f7c35cc01b3_20250515T13:34_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] And so I can't seem to get into the um
[CUSTOMER][NEUTRAL] The app.
[AGENT][NEUTRAL] OK, I can help you to get. OK.
[CUSTOMER][NEUTRAL] I'm gonna pull it up.
[CUSTOMER][NEUTRAL] So, um, I thought I had created, anyway, it won't let me.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] It won't let me log in or get a new password or anything because I have to call you.
[AGENT][POSITIVE] OK, I can help you with that. May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Uh, phone number [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And Miss [PII], do you have the policy number? Do you know the policy number?
[CUSTOMER][NEUTRAL] Uh, let's see, no, let's see, you sent me an email would be on that?
[AGENT][NEUTRAL] Um, sometimes it is, sometimes it's not. It depends on the email.
[CUSTOMER][NEUTRAL] OK, well they have a claim number. Could you look it up I'm pulling that up.
[AGENT][POSITIVE] Oh, Yes, I can.
[CUSTOMER][NEUTRAL] OK, they put 360-1375.
[AGENT][POSITIVE] All right, yeah, thank you.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK. And Ms. [PII], for security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] My birthday is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] All right, let's see what's going on.
[CUSTOMER][NEUTRAL] They sent me this. Let's see, let's go back, see what it says.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It says uh reference to a claim number, it's complete.
[CUSTOMER][NEGATIVE] Log in to see a claim because I can't get to it.
[AGENT][NEUTRAL] OK. OK. So let me try to get you into the online service center first, OK? Um, do you remember your username?
[CUSTOMER][NEUTRAL] [PII], I think is all it is.
[AGENT][NEUTRAL] OK, no, the username we have here is um [PII]. So the letter [PII] is in sorry. Yes, [PII]
[CUSTOMER][NEUTRAL] Oh, you have [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, yeah. OK.
[AGENT][NEUTRAL] OK, so if you want to try that, I don't know if you remember the password, but if you do not remember it. OK. OK. OK.
[CUSTOMER][NEUTRAL] Oh, OK, hold on, I'm gonna try. I see what you're saying, yes, babe, let me try it while we're talking.
[AGENT][NEUTRAL] Sure, yes, mhm.
[CUSTOMER][NEUTRAL] I didn't realize I had done that. It must have been a long time ago.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Still not. I don't know why I don't say that but say password thing just doesn't work.
[AGENT][NEUTRAL] Yeah, yeah, sometimes it does, yeah.
[CUSTOMER][NEUTRAL] OK, so I don't have a password to come out.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I'm gonna hit reset right and see if it allowed me to do that.
[AGENT][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] No, it went away. Its that went away.
[CUSTOMER][NEUTRAL] Reset primary password.
[CUSTOMER][NEUTRAL] Oh, our Gmail. What do we want?
[CUSTOMER][NEUTRAL] You want a mobile phone.
[CUSTOMER][NEUTRAL] Next.
[CUSTOMER][NEUTRAL] And it's [PII].
[CUSTOMER][NEUTRAL] OK, now what?
[CUSTOMER][NEUTRAL] I don't know. I have a bunch of numbers.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Create new password.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, let's see, it's red and didn't match. OK.
[AGENT][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Great, I wonder if I could see him.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] No, it's just yeah.
[CUSTOMER][NEUTRAL] OK, let's see. No.
[CUSTOMER][NEUTRAL] OK, let's see what happened up here.
[CUSTOMER][NEGATIVE] Oh shit no.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Error with your input. What do you think that means?
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] Error with my input.
[AGENT][NEUTRAL] Maybe um on the password it has to be really um.
[AGENT][NEUTRAL] With a lot of uh information, so the password needs to have like a caps letter. It has to be small letters, a special character and some numbers.
[CUSTOMER][NEUTRAL] I have
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, OK. I did not use a special character. That's the problem.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm coming, honey, hold on.
[AGENT][POSITIVE] Sure, it's OK. Take your time.
[CUSTOMER][NEUTRAL] OK, let's see if this will work.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Nothing's happening.
[AGENT][NEUTRAL] And is it, did it kick you out or it, it didn't, it didn't do nothing?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] No, I said get checked. Oh, it's.
[CUSTOMER][NEUTRAL] Oh it kicked me up, I see.
[CUSTOMER][NEUTRAL] No one said this password successfully reset, so now it should start over, right?
[AGENT][POSITIVE] OK, perfect. Mhm, yes, mhm.
[CUSTOMER][NEUTRAL] OK, let's see what happens.
[CUSTOMER][NEUTRAL] Save password to Google password, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, I have to set up direct deposit, huh?
[AGENT][NEUTRAL] If you would like, that's optional. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah I would like, I said.
[CUSTOMER][NEUTRAL] Put it on
[CUSTOMER][NEUTRAL] OK, are you still there?
[AGENT][NEUTRAL] Mhm. Yes, yes.
[CUSTOMER][NEUTRAL] OK [PII], hold on please.
[AGENT][POSITIVE] OK, sure. Yes, take your time.
[CUSTOMER][NEUTRAL] OK, let's see what to do.
[CUSTOMER][POSITIVE] Oh yummy.
[CUSTOMER][NEUTRAL] OK oops.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Let's see, routing number is the first number on your check, huh?
[AGENT][NEUTRAL] Yes, the first set of numbers. Mhm.
[CUSTOMER][NEUTRAL] Or 7 numbers.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Bank name.
[CUSTOMER][NEUTRAL] I did just put a name in there that's not my bank.
[CUSTOMER][NEUTRAL] Like me.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] You picked up a different bank name?
[CUSTOMER][NEUTRAL] It's put in and that.
[CUSTOMER][NEUTRAL] Yeah, uh-huh.
[AGENT][NEUTRAL] OK. When that happens, that means the, the system is recognizing probably an old, probably they did a switch of banks and it's not taking the correct one. so when that happens, it's best to just go ahead and send the direct deposit form and we can do it manually.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Well that's happening 06.
[CUSTOMER][NEUTRAL] 5400.
[CUSTOMER][MIXED] Yeah, I got the right thing. OK, so get out of this, just forget it.
[AGENT][NEUTRAL] Yeah, mhm.
[CUSTOMER][NEUTRAL] I erase that.
[CUSTOMER][NEUTRAL] OK, I'll see how do I get back. I can't tell you how do I get out of this spot.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, just go back to the homepage.
[CUSTOMER][NEUTRAL] Just say remove it.
[CUSTOMER][NEUTRAL] I'm trying. I don't know how to get there.
[CUSTOMER][NEUTRAL] I don't have a back arrow, you know how you normally have, oh here it is.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Alright, set up your direct deposit no thanks, OK.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Now what do I do?
[AGENT][NEUTRAL] OK, so if you're gonna just view your claims, it's gonna be under your um
[AGENT][NEUTRAL] Like the homepage where you see your policy and your information.
[AGENT][NEUTRAL] And towards the bottom.
[CUSTOMER][NEUTRAL] I see
[CUSTOMER][NEUTRAL] To the bottom.
[CUSTOMER][NEUTRAL] Process I don't know upload no.
[AGENT][NEUTRAL] Process, process claims.
[CUSTOMER][NEUTRAL] Need to
[CUSTOMER][NEUTRAL] My claims.
[AGENT][NEUTRAL] Mhm. My claims.
[CUSTOMER][NEUTRAL] And uh that would be it my upload.
[AGENT][NEUTRAL] Yes, mhm, no, you, you don't need to upload, but it's gonna be under my claims and you should have claim process within 24 hours in the bottom.
[CUSTOMER][NEUTRAL] Client
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] No, I don't know what we're talking about. Oh, OK.
[CUSTOMER][NEUTRAL] A claims process, yes, it passed 24 months, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right, how do we read what that is?
[AGENT][NEUTRAL] OK, so you're gonna see there is a number that is blue under the claim number and you can click on that and it will give you the image of the claim.
[CUSTOMER][NEUTRAL] Claim number that is blue. OK, hold on.
[CUSTOMER][NEUTRAL] Claim number blue, yes.
[CUSTOMER][NEGATIVE] Oops, it's been an error.
[CUSTOMER][NEUTRAL] I'm sorry we're experiencing technical difficulties.
[AGENT][POSITIVE] Um, yeah, probably get you out.
[CUSTOMER][NEUTRAL] If you continue.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I say, OK, and we try again.
[AGENT][NEUTRAL] Mhm, yes, let's do that and uh either click on the number or click on view files if you have that option. So um you should have two options to view that claim either by double clicking the blue number or viewing the files.
[CUSTOMER][NEUTRAL] Few files. Let's see where that is.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Where is oh I see upload file but.
[AGENT][NEUTRAL] It should be right beside us.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It should be where, honey?
[AGENT][NEUTRAL] Oh where you saw the claim number?
[AGENT][NEUTRAL] Like you just keep going to the side.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] And you should have amount paid.
[CUSTOMER][NEUTRAL] What says it paid you.
[AGENT][NEUTRAL] Date, um, OK, so there's no upload. OK. What about a date completed?
[CUSTOMER][NEUTRAL] To 0.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Date completed.
[CUSTOMER][NEUTRAL] They completed. Where is that?
[AGENT][NEUTRAL] That should be right beside the amount paid.
[CUSTOMER][NEUTRAL] Uh, it's in that.
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] Yes, state yeah claim number.
[CUSTOMER][POSITIVE] They completed, OK.
[AGENT][NEUTRAL] OK. And um besides that, it should be upload claims confirmation.
[AGENT][NEUTRAL] Do you see anything that says view file beside it?
[CUSTOMER][NEUTRAL] 6:14.
[CUSTOMER][NEUTRAL] Mm, yeah, yes.
[AGENT][NEUTRAL] OK, go ahead and click on view file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm looking up, OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I guess it's trying to load all kind of.
[AGENT][POSITIVE] OK. Yeah, it makes sense.
[CUSTOMER][NEUTRAL] Wiggly stuff going back and forth.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Did it open anything in the computer or a separate tab?
[CUSTOMER][NEUTRAL] Uh, it has a, a ladder like or something.
[CUSTOMER][NEUTRAL] And that says to close or whatever.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] I can't read what it says because it's too small.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] It's talking about page 1 of 8.
[CUSTOMER][NEUTRAL] Uh, this would be it, but what do I have to do, hit close, you think, to get to the next?
[AGENT][NEUTRAL] What
[CUSTOMER][NEUTRAL] I don't know, page or what?
[AGENT][NEUTRAL] Yeah, go, yeah, go ahead and close that one,
[CUSTOMER][NEUTRAL] OK, it's gone. Mm.
[AGENT][NEUTRAL] OK, try to click on the claim number one more time.
[CUSTOMER][NEUTRAL] OK. Claim number.
[CUSTOMER][NEUTRAL] That was in blue. Let's go back to that. Oh yeah.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Says the amount paid 0. Does that mean you think they paid 0?
[AGENT][NEUTRAL] Yeah, uh, it did, it, it didn't pay anything. It looks like based on what I'm looking at because I can give you this information as well so it looks like um we are sending a form to you that you need to sign and send back to us we're needing that form to complete the claim. So once you receive that form just go ahead and sign it and send it back and we go ahead and we process the claim for you, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Why does it say it's already been processed? That's why I'm so confused.
[AGENT][NEUTRAL] Because we already
[CUSTOMER][NEGATIVE] It has not been processed.
[AGENT][NEUTRAL] It it was processed, but we're missing documents. So when we opened the claim to process the claim it's missing a document, so now we're needing that document, but because we touched the claim and we opened the claim and we looked at the claim and.
[AGENT][NEUTRAL] That is processing a claim. So every time we look at a claim it's gonna tell you that we process the claim.
[AGENT][NEGATIVE] So it's already reviewed, it's just missing some information.
[CUSTOMER][NEUTRAL] OK, so it doesn't mean they've made a decision yet. They haven't really processed.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] It doesn't mean that we paid, but it means that we did process the claim, it's just needing additional information, so we're just letting you know that it needs additional information and once we receive that, we'll reprocess the claim.
[CUSTOMER][NEUTRAL] What?
[CUSTOMER][NEUTRAL] OK, so how do I know what to do? It's not telling me what to do here.
[AGENT][NEUTRAL] OK, well,
[CUSTOMER][NEUTRAL] Oh, you're gonna mail me something? is that what you're saying?
[AGENT][POSITIVE] Yes, yes. We're, we're sending you something by mail for you to complete and send back to us.
[CUSTOMER][NEUTRAL] OK, so we just wait.
[AGENT][POSITIVE] Mhm. Yes. Yes, that's correct, yes. Mhm, mhm.
[CUSTOMER][NEUTRAL] Is that right?
[CUSTOMER][NEUTRAL] Um, yeah.
[CUSTOMER][NEUTRAL] So why did they send me this honey? What do you think this is about?
[AGENT][NEUTRAL] It's just that in letting you know.
[CUSTOMER][NEUTRAL] What did they send me this for?
[AGENT][NEUTRAL] It's just letting you know that we did process your claim, so the claim has been processed. We just need additional information to complete the claim.
[CUSTOMER][NEUTRAL] OK, process to you and me mean different things probably. What does it mean to you?
[AGENT][NEUTRAL] Process means that it's been.
[CUSTOMER][NEUTRAL] I'll tell you what it means to me.
[AGENT][NEUTRAL] OK, you can go ahead and tell me. Mhm.
[CUSTOMER][NEUTRAL] To me, yeah, yeah, let me tell you what I'm trying uh interpreting. Process means to me, they reviewed everything and they're not paying anything.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Basically, yes, they're not paying anything until we receive additional information, which is the form that we send you.
[CUSTOMER][NEUTRAL] Oh, you say until so and then.
[CUSTOMER][NEGATIVE] OK, so what I'm saying is process means not paying anything no matter what. I don't care how many forms you get, but that's not the case is what you're telling me.
[AGENT][NEUTRAL] Oh, no, no, no. No, that's not the case. That's not the case. No, in this case, we just need additional information. Mhm.
[CUSTOMER][NEUTRAL] Yeah, OK, alright, let me just.
[CUSTOMER][NEUTRAL] more information. OK, so I'll wait for the mail. OK, doll.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, mhm. OK. Mhm.
[CUSTOMER][NEUTRAL] And y'all couldn't get it, I guess not. I want to know what you're missing. I don't know. Can you see?
[AGENT][NEUTRAL] It's a form we're gonna send it to you. The form that we're missing, we're gonna send it to you. It's a signature. It looks like one of the forms, uh, that you send in to us was not signed, and we need your signature on that document. We're just sending that to you so you can sign it and send it back to us.
[CUSTOMER][NEUTRAL] Oh, interesting. OK, honey, thank you. I guess that's it. Oh, I don't know.
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] Mhm. You're welcome. No problem.
[AGENT][NEUTRAL] Yeah, that, that's all we was letting you know that we completed your claim, but we, we need some additional information. That's all we was trying to tell you with that message, OK?
[CUSTOMER][NEGATIVE] But it's not, it's not complete. It's, it's, it's part it's not complete, it's incomplete.
[AGENT][NEUTRAL] Right now it's basically pending or waiting for that information to be received.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, what's, what's, I don't know. I'm anxious to know if this is gonna pay or not and what I have to do about it if it doesn't.
[AGENT][NEUTRAL] Um, yeah, right now, and, uh, at this point, Mr. Ms. [PII], all we're doing is waiting for you to receive that paper and send it back to us. So once we have received that back, we'll go ahead and reprocess the same claim. We're gonna open the claim again and reprocess, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, [PII]. All right. OK. All right. OK, honey, I understand. Thank you.
[AGENT][POSITIVE] OK. You're welcome. Have a good day. Thank you for calling APO. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] OK. You too. Bye. OK, bye.
[CUSTOMER][NEUTRAL] Mhm