AccountId: 011433970860
ContactId: 34e0be53-bd01-483c-9705-222b3b2f0e27
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 460679 ms
Total Talk Time (AGENT): 235523 ms
Total Talk Time (CUSTOMER): 211646 ms
Interruptions: 7
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/34e0be53-bd01-483c-9705-222b3b2f0e27_20250618T19:09_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi, good afternoon.
[CUSTOMER][NEUTRAL] I was trying to log into my account but it was saying it was weird I guess the you updated the software or something so I called and they said that I guess none of there was no email on file so the lady helped me but now I'm trying to log in.
[CUSTOMER][NEUTRAL] And it says that we can't find your account.
[AGENT][NEUTRAL] OK, so you, you had a profile in the online service center but now you're trying to sign in again and you're still having difficulty and you said you did call and speak to someone didn't you? OK, yes ma'am, I can certainly try and help you with this and who am I speaking with?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And Ms. [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, and your policy number, please?
[CUSTOMER][NEUTRAL] Let me get that.
[CUSTOMER][NEUTRAL] Oh, is it? OK.
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] 02598257
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. If you'll give me just a moment please to get your policy information pulled up and then once I do, Miss [PII], I will have to verify all of your information with you first for security purposes, so just a moment.
[CUSTOMER][NEUTRAL] Sure, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, so first off, Ms. [PII], if you could please um verify the primary policy holder's name and date of birth and then your date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII], and mine is uh [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Stay in a swing.
[AGENT][POSITIVE] Thank you and the home mailing address for you all please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the phone number that we would have, well, the phone number that we actually have on file is the cell number is for you.
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and then Mr. [PII]'s email?
[CUSTOMER][NEUTRAL] That's what.
[CUSTOMER][NEUTRAL] It's um [PII].
[AGENT][NEUTRAL] OK, so first off we have a different email for him, but on here Miss [PII] that's all of the information that I'll need to verify with you um and when you called in earlier and spoke to someone regarding the account, they should have relayed this information to you but because the policy is in your husband's name, we can only provide information.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] On how to set up an account or anything related to that portal with the primary policy holder.
[CUSTOMER][NEUTRAL] OK because I had it all set up.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Beautifully, and all of a sudden now, I can't get in.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes ma'am so right because he is going to have to create a new profile but again some of the information that we have verified together is different.
[AGENT][NEUTRAL] So he's gonna need to contact us to verify a few pieces of information that we have.
[AGENT][NEUTRAL] On that.
[CUSTOMER][NEUTRAL] OK, um, because he has a couple emails. He has a couple emails, so can I give you another one?
[AGENT][NEUTRAL] In order to be able to do that.
[AGENT][NEUTRAL] I, yes, ma'am. I, but I'm not gonna be, I'm not gonna be able to provide you any information on the portal.
[AGENT][NEUTRAL] And even if you can pro
[CUSTOMER][NEUTRAL] OK, so if I put in.
[CUSTOMER][NEUTRAL] If I put in, OK, so first of all, this is a company account.
[CUSTOMER][NEUTRAL] For our company.
[AGENT][NEUTRAL] OK, so I'm looking at his personal, well.
[CUSTOMER][NEUTRAL] That were the owners of.
[CUSTOMER][NEUTRAL] So that's, well, that's what I want you to know, is this for the individual, is this for the individuals, all the individual, you know, like our employees that have this insurance, everybody has their own account. So you're talking about [PII]'s account, or you're talking about [PII]'s account?
[AGENT][NEUTRAL] OK, so are you trying to, yes.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] No, I'm talking about his account because that's the correct, yes ma'am.
[CUSTOMER][NEUTRAL] [PII]'s individual. OK.
[CUSTOMER][NEUTRAL] OK. So,
[CUSTOMER][NEUTRAL] OK, um, so I can go into the portal and put in his other email.
[CUSTOMER][NEUTRAL] Or the insurance one, we have like 3 or 4 that I can try, and if one hits, we're fine.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] As far as when you say, I, I'm so sorry. Yes, ma'am. I, if he's available to get on the call where I can speak to him, uh, oh, I'm sorry. Yes, ma'am. Well, I'm sorry that I can't provide you.
[CUSTOMER][NEUTRAL] OK. I, we will try.
[CUSTOMER][NEGATIVE] He unfortunately, is in [PII] with his mom that just had surgery. So, no.
[CUSTOMER][NEUTRAL] Yes, it's been, it's been a little difficult this time the service was so good before, not this is absolutely OK because this is for safety reasons, so I don't have a problem with this, but just speaking to someone, they call me back and they hung up on me, then I had to call and then I had to wait and it's just I'm not happy right now with this, so, OK.
[AGENT][NEGATIVE] Again, there are so many bad guys out there.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] I'm so sorry. I'm, I'm very sorry.
[CUSTOMER][NEGATIVE] Yeah, and the lady helped me supposedly, and then now I have to call again, so I've spent like over an hour just trying to get.
[AGENT][NEUTRAL] Uh-huh. OK.
[AGENT][NEUTRAL] But she didn't tell you.
[AGENT][NEUTRAL] Yes ma'am, and I'm sorry that she did not tell you that, but we, so for example, and I'll, I'll just give you a little bit of information if you all were to move any kind of change to demographics, we cannot do that with anyone other than him.
[CUSTOMER][NEUTRAL] But we haven't moved.
[AGENT][NEUTRAL] That is
[AGENT][NEUTRAL] I'm, I'm giving you an example of things that we can only do with him. So giving someone else information even though they're covered on this policy regarding that portal, we cannot do.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] For security purposes. So I'm, I'm very, yes, ma'am. I'm just really sorry that they did not tell you that earlier but just just, you know, when Mr. [PII] can call us, have him to call us so that we can update any information that we may need to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] OK, who knows who knows when that's gonna be and I need to submit a claim that I've been trying to submit for a long time, so.
[CUSTOMER][NEGATIVE] I don't know. I wanna get into my old account to submit a claim and now I can't.
[AGENT][NEUTRAL] And you can't. Right. Yes, ma'am. You're not gonna be able to go into that old profile.
[CUSTOMER][NEGATIVE] So, and I had all my information there and I was able to access it and now I can't.
[CUSTOMER][NEGATIVE] Which Quest has been trying to submit 20 million times supposedly and now I'm in collections.
[AGENT][POSITIVE] And I'm very sorry about that.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] I don't know what happened all of a sudden with this change.
[CUSTOMER][NEUTRAL] And now he's, his mother is in surgery. I mean, I, I don't know when we're gonna do this. OK. Thank you. Have a great day.
[AGENT][NEUTRAL] Yes, ma'am.