AccountId: 011433970860
ContactId: 374e7ee9-71c7-4c9f-b160-966dffd777d4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1497410 ms
Total Talk Time (AGENT): 369440 ms
Total Talk Time (CUSTOMER): 360557 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/374e7ee9-71c7-4c9f-b160-966dffd777d4_20250602T12:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello sir how are you this morning?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm good um I need to check on um I'm trying to log into um my wife's account, um, I submitted a claim last week for her and.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] It's not letting me pull anything up for some reason saying my account's not valid.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I'm trying to check on a claim that I processed last week.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, let's take a look. Do you I
[CUSTOMER][NEUTRAL] Can you help me with both of those issues?
[AGENT][NEUTRAL] Yeah, I think we can. What's the, uh, what's the policy number? Do you have that?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I do it's 02533255.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me pull that up here.
[CUSTOMER][NEUTRAL] Mary Wilkins 11571.
[AGENT][NEUTRAL] Thank you. And then just lastly, if you can verify the uh physical address and email address.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah, I don't, the email address should be [PII].
[AGENT][NEUTRAL] No, it's not actually.
[CUSTOMER][NEUTRAL] It could be a number of one, it could be [PII] MISD one [PII].
[AGENT][NEUTRAL] Yeah, that's the one that.
[CUSTOMER][NEUTRAL] What's your school email?
[AGENT][NEUTRAL] Yeah, it looks like it's [PII].
[CUSTOMER][NEGATIVE] OK, and that's not a good email.
[CUSTOMER][NEUTRAL] OK, and she's not employed there anymore, so that might be why it's not letting me log in.
[AGENT][NEUTRAL] OK, yeah, let's see here.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] And then the address I thought I changed it um.
[CUSTOMER][NEUTRAL] I don't know if it's still the [PII] address that's on file or the [PII] address should be the [PII].
[AGENT][NEUTRAL] Um, actually, yeah, it looks like we still have the [PII] ones. We might need to update that also.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, so the recent claim it looks like that was submitted on [PII] um is still showing in progress. There's not been any decision made on it, it looks like. Um, but let me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Update some of the information. OK. Can you give me the [PII] address again?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That's [PII] City, [PII]. The zip code is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and then what email do we want to put on file?
[CUSTOMER][NEUTRAL] Uh, the [PII]
[CUSTOMER][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So yeah, if you were trying to do like a password reset or anything.
[AGENT][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Yeah, I was sending it to the MISD one.
[AGENT][NEUTRAL] Yeah, I was doing it to that one, so we just wanna get all this updated here.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] Hopefully you should now be able to do like a reset if you need to do a password reset. I don't have access to the password or anything, um, you know, for.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Secure reasons so but I've got the email updated and I've got the address updated now.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Um, so if you want try maybe doing a reset on the account to see if that'll let you in so you can still check on because you know the claim is still processing obviously.
[CUSTOMER][NEUTRAL] Right, OK, yeah, I switched bought a new computer and I had all my passwords auto saved in there and I think when I.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] No, it's not letting me do it. It says an account cannot be found.
[AGENT][NEUTRAL] Mm, OK, let's see.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Wondering if because we have this new.
[AGENT][NEUTRAL] Let me see here.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] I think I may have.
[AGENT][NEUTRAL] Figured it out here just a second.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][NEUTRAL] The platform recently changed and updated, and it looks like if you go through um
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Set up a new one.
[AGENT][NEUTRAL] Um, if you click create your OSC account, it was proceeding forward, so I couldn't find a username, so I'm wondering if try creating your your OSC account click on that and um it should hopefully let you move. Go ahead. Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I did that earlier.
[CUSTOMER][NEUTRAL] I did that right before I called you and it didn't do it, but let me try it again.
[CUSTOMER][NEUTRAL] To rechange the.
[CUSTOMER][NEUTRAL] 025.
[AGENT][NEUTRAL] So, and I just
[CUSTOMER][NEUTRAL] 3925.
[AGENT][NEUTRAL] And we have the new address on there now too, so.
[CUSTOMER][NEUTRAL] You do, OK, OK, that might be.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEGATIVE] No, it says error no user was found with the information.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, not the policy number. That's why.
[CUSTOMER][NEUTRAL] Ask me for the member ID.
[AGENT][NEUTRAL] Oh yeah, or put her so or put her social in.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] I put her social there. It didn't work.
[CUSTOMER][NEUTRAL] Yeah, I did that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm I got [PII] [PII] for the zip and then [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII] next.
[CUSTOMER][NEGATIVE] Now let's bringing up an error all customer service.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Because it would be under the insured obviously right not the broker or group or provider or anything yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Right, right, yeah. No, you're right.
[CUSTOMER][NEUTRAL] Let me try to forget password one more time.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, let me confirm. OK, so in the zip code you were putting [PII].
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And then the email I have [PII]
[AGENT][NEUTRAL] And then [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and then social that we have, let's see.
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] So I put that in and lets me click next online, it goes forward.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] It says complete your account set up.
[AGENT][NEUTRAL] Log in.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Let me try it one more time.
[AGENT][NEUTRAL] Click log in it says it asks for email address that's different.
[AGENT][NEUTRAL] So try but there was no password.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me see, this is all new, so.
[CUSTOMER][NEUTRAL] I'm not verified.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Like I said, I haven't had any issues with it until.
[CUSTOMER][NEUTRAL] Yesterday
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Read account.
[CUSTOMER][NEUTRAL] she's the insured.
[CUSTOMER][NEUTRAL] Next, last name.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] 731-71.
[CUSTOMER][NEUTRAL] Oh, he's bringing me that air.
[AGENT][NEUTRAL] Um, go to your, check your email and see if you got anything in your email about like a login or a verification or anything.
[CUSTOMER][NEUTRAL] Yeah, they just the last one I got was at [PII], which was the.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] verify your email address, your code.
[CUSTOMER][NEGATIVE] It's sending me a code, but it's the one where I was trying to reset the password it gave me an error.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] All right, do you still have the the login um.
[AGENT][NEUTRAL] Try clicking, yeah, well just try clicking log in and then use the email address and what you think the password may be.
[CUSTOMER][NEUTRAL] To log in from.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I can try.
[CUSTOMER][NEUTRAL] The [PII] and [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I have this uh MISD login and.
[CUSTOMER][NEUTRAL] I got the login info [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I got that. Let's see.
[CUSTOMER][NEUTRAL] Um password.
[CUSTOMER][NEGATIVE] can't find your account.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's, it's
[AGENT][NEUTRAL] Try sending another verification code.
[AGENT][NEUTRAL] To the email.
[AGENT][NEUTRAL] Did you get any sort of code in your email?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Let me see real quick, um.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Oh, OK, something happened.
[CUSTOMER][NEUTRAL] Continue.
[CUSTOMER][NEUTRAL] Verified oh yeah.
[CUSTOMER][NEGATIVE] A different screen popped up that said email verified and when I went to the next screen it says an account cannot be found.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oops sorry.
[CUSTOMER][NEUTRAL] Let me just
[CUSTOMER][NEUTRAL] Yeah, so this whole thing go back here and ship it to.
[CUSTOMER][NEUTRAL] I in
[CUSTOMER][NEUTRAL] And log in.
[CUSTOMER][NEUTRAL] Yeah, password.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so email address verified you can now continue so when I click continue.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] It's same account cannot be found.
[CUSTOMER][NEUTRAL] So it's sending me the code I'm putting in the code and it's saying it's been confirmed and when I.
[CUSTOMER][NEUTRAL] Click continue it's saying the account cannot be found.
[AGENT][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] Change now maybe let's see.
[CUSTOMER][NEUTRAL] Got a different email address that we can use I guess if this one doesn't work.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] my code.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, I don't know what this is.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, I'm trying to.
[CUSTOMER][NEUTRAL] I don't guess it's like that big of a deal, um.
[CUSTOMER][NEUTRAL] If I could just call in and check on it.
[CUSTOMER][NEUTRAL] From time to time.
[AGENT][POSITIVE] Yeah, I mean, I feel like we should.
[CUSTOMER][NEUTRAL] I mean maybe it
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Will I get um confirmation emails that it's being processed or that it's complete or anything that like that to let me know that it's.
[AGENT][POSITIVE] Yeah, you, yeah, you always get a notification once the claim has been processed, absolutely, um.
[CUSTOMER][POSITIVE] It's been complete and processed.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] So I got the letter saying it's been processed in the mail, but I haven't, I mean, obviously the email address was wrong on there, different email so now that it's set to the [PII] and [PII], I should get updates correct?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah, yeah, all of that has been updated and we've got the correct address on file and.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that was reported back on, I believe it was like the [PII], yeah, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And they poss they look at those like on Mondays and Tuesdays of the next week, right? Is that how that works? I think they told me something like that.
[AGENT][NEUTRAL] Um, well, it was, yeah, I mean, we do, we have people examining claims Monday through Friday. It was last week it was submitted though, nobody was in the office on Monday just because of the holiday last week. So we've really only had it like 4 working days at this point.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh that's that, OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Um, so yeah, I would give it at least, yeah, till the end of the week for sure.
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[CUSTOMER][POSITIVE] OK, OK, no problem.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Right. I'm sorry about that. Um,
[CUSTOMER][POSITIVE] Alrighty, if I have any other issues later on in the week, no, you're good, you're good. I switched computers and stuff and it erased all my passwords. That's all, so it's.
[AGENT][NEUTRAL] Yeah, I mean, maybe.
[AGENT][NEUTRAL] And maybe let the new email sit in there for a minute and try again later for it to reset since it was the wrong email um and then if not maybe we can try and troubleshoot it again later.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, OK.
[CUSTOMER][NEUTRAL] OK, that'll work.
[AGENT][POSITIVE] All right. All right. Appreciate all your patience today. Have a good rest of your day.
[CUSTOMER][POSITIVE] Alrighty, alright.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, you too, sir. Bye bye.
[AGENT][NEUTRAL] OK