AccountId: 011433970860
ContactId: 3375d8fe-9658-446d-9065-affcd635cc92
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 595049 ms
Total Talk Time (AGENT): 234466 ms
Total Talk Time (CUSTOMER): 223761 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/3375d8fe-9658-446d-9065-affcd635cc92_20250425T14:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um,
[CUSTOMER][NEUTRAL] I'm trying to log in to the website and it's.
[CUSTOMER][NEUTRAL] Uh, well, I'm trying to set up a new user, sorry, and um I'm not sure if I'm putting the right.
[CUSTOMER][NEUTRAL] It's asking for member ID.
[CUSTOMER][NEGATIVE] Not policy number um and I, I tried both the uh a payer ID number and a group number and it keeps giving me the same uh error saying to call you guys in option 4.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I'd be happy to help you with getting your online service center set up today. um, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright, and just in case we get disconnected, what's a good callback number for you today?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. And do you have your policy number or certificate number?
[CUSTOMER][POSITIVE] Yes, I do.
[CUSTOMER][NEUTRAL] Uh, the policy number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is 02570837.
[AGENT][NEUTRAL] All right. Give me just a moment. Let me look that up.
[AGENT][NEUTRAL] All right, Mr. [PII], I was able to locate your policy. I just need to verify some information for you, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And your current address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you already gave me your phone number, so the last thing I need is your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, Mr. [PII]. It looks like we have your, uh, this may be a um work email address.
[CUSTOMER][NEUTRAL] Oh, OK. I, oh, that's probably why, um, because I'm putting my, uh, uh, OK, so it's uh my first name [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Perfect. Uh, yes sir, that is one of the issues, um, you will need to use the email we have on file. Um, I can change it to your personal email if you, um, are wanting to use that, OK.
[CUSTOMER][NEGATIVE] No, no, no.
[AGENT][NEUTRAL] All right, so.
[CUSTOMER][NEGATIVE] No, no, not at all. Um.
[AGENT][NEUTRAL] That will be the first issue is to change um you need to sign up using your work email and the second issue is um that member ID portion of the sign up you have to put your social security number in.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh, so not
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see what it does now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, now, now the account already exists.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so let me
[CUSTOMER][NEUTRAL] And the same thing all the number up to 4.
[AGENT][NEUTRAL] OK, give me just a second, Mr. [PII]. I'm gonna look up your customer number and see if we have you already on the online service center. Hold on just a second.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, yes sir, it does look like you've already signed up, um, so your username.
[AGENT][NEUTRAL] Is your first initial capitalized.
[AGENT][NEUTRAL] And then your last name in all lower case. And it is case sensitive.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh, so you'll need to put it in just like that, and then you'll, if you can't remember your password, you'll need to re, uh, sign up to reset it.
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] That's what I'm trying to do now.
[AGENT][POSITIVE] No problem, take your time.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it's sending me a verification code.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I didn't, haven't, I haven't received it yet.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, well I guess um.
[CUSTOMER][POSITIVE] Once I receive this, I, I can reset my password and whatnot.
[AGENT][NEUTRAL] Yes, sir, did you?
[CUSTOMER][NEUTRAL] And then I have a, a, maybe you can help me, um, or maybe you can answer some questions I have um a claim I have to submit.
[CUSTOMER][NEUTRAL] Uh, once I, I'm able to log into the website, where do I go?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Or what I do.
[AGENT][NEUTRAL] Um, I can send you, I can email you a help guide.
[CUSTOMER][NEUTRAL] Uh, I can send.
[AGENT][NEUTRAL] That explains how to do everything. Uh, let me take a look at it and I can show you, um, it explains to you how to file a claim. You'll go to upload documents.
[AGENT][NEUTRAL] And um upload the files.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And the user guide uh tells you how to upload all your claim documents. Would you like me to send that to you?
[CUSTOMER][POSITIVE] Yes, please. I would appreciate that.
[AGENT][POSITIVE] Perfect, no problem.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] So I have another question now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so I upload the documents if, if I don't have the correct documents or not enough documents.
[CUSTOMER][NEUTRAL] Um, do you guys let me know?
[AGENT][NEUTRAL] Yes, uh, someone from our claims department would reach out to you and uh let you know what additional documentation we would need.
[CUSTOMER][NEUTRAL] OK, excellent and then, uh, assuming I have all the correct documents or whatnot, how long typically does it take for the claim to go through or?
[AGENT][NEUTRAL] Um, now I can't speak to the turnaround time on the claims, but I could definitely get you over to someone in our claims department that could possibly answer that question for you.
[CUSTOMER][NEGATIVE] No, I don't, I, no, that's not, that won't be necessary because I haven't even been able to log in yet, so I mean, you know, they might ask me questions, you know, that I'm not ready to answer. They, I won't have any documents uploaded, so I, I think that would be just a waste of time probably. OK, I got um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For whatever reason, I.
[CUSTOMER][NEGATIVE] Asked to send it through text and I didn't receive it and now I just asked to send it through email and it came through.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, so I just entered that. OK, so now it's asking for.
[CUSTOMER][NEUTRAL] A new password
[CUSTOMER][NEUTRAL] OK, and now it's asking to log in.
[CUSTOMER][NEUTRAL] Let's see if I'm able to log in, yep.
[CUSTOMER][NEUTRAL] I'm able to log in. Oh, look at that right in front of my face it says, uh, upload documents. My claims upload documents.
[AGENT][POSITIVE] Perfect.
[AGENT][POSITIVE] Yep, it's right there at the front and I am sending you I'm attaching it to an email for you right now, um, so that you'll have that just in case you have any other questions regarding the OSC and you can always give us a call, um, and regarding your question, uh, we'll get you to the right department that can help you with it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, Mr. [PII], is there anything else I could do for you today?
[CUSTOMER][NEUTRAL] Um, no, what was your name again? I'm sorry?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, no, [PII].
[CUSTOMER][NEUTRAL] OK, [PII]
[AGENT][NEUTRAL] Right, yes.
[CUSTOMER][POSITIVE] Wow, I've never heard that name before, very unique.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] All right, [PII]. Well, um thank you so much for your time and help and I hope you have a great day.
[AGENT][POSITIVE] You as well thank you so much for choosing APO and once again if you do have any other questions just give us a call back, OK?
[CUSTOMER][NEUTRAL] Sorry, [PII], one last question, um, did you send that email to to [PII]?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, that's the email we have on file.
[CUSTOMER][POSITIVE] OK. Yeah, yeah, that's fine. OK. All right. uh, OK, no worries. Excellent. I'll await your email.
[AGENT][NEUTRAL] All right. Was there anything else?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] All right, Mr. [PII]. Well, thank you so much again and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] Alright you as well.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][POSITIVE] OK. Take care. Bye-bye.