AccountId: 011433970860
ContactId: 3cf142d6-5111-4434-b3f2-33c7c3d170f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1065949 ms
Total Talk Time (AGENT): 248734 ms
Total Talk Time (CUSTOMER): 230472 ms
Interruptions: 3
Overall Sentiment: AGENT=0.5, CUSTOMER=-1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/3cf142d6-5111-4434-b3f2-33c7c3d170f5_20250610T19:35_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] So good afternoon this is [PII]. I um I got onto the new portal and it's a little different, um, I can't, there's a specific date of service that I want to see if I've submitted the claim, but with this new portal I can't see that anymore.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Oh, OK, um, yeah, I can assist you and may I have a call back?
[CUSTOMER][POSITIVE] Yeah, I, I actually like the old portal better.
[AGENT][NEGATIVE] Oh boy, that's not good.
[CUSTOMER][NEGATIVE] I'm like, no, I don't like this new one.
[AGENT][NEUTRAL] I guess it's just gonna take some use to it, uh.
[CUSTOMER][NEUTRAL] I think so too.
[AGENT][NEUTRAL] Because yeah, because we are also like, oh, OK, let's see what else is here.
[CUSTOMER][NEGATIVE] Oh no.
[AGENT][NEUTRAL] Oh yes, so, OK, so let's go ahead and get that together, but let me have a callback number just in case we get disconnected and the group number for verification.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what is the group number?
[CUSTOMER][NEUTRAL] Uh, oh, my policy number is 740,240.
[AGENT][NEUTRAL] Is this for your personal account, Ms. [PII], or is it the group in general? It's your personal.
[CUSTOMER][NEUTRAL] Yeah it's an it's an accident.
[AGENT][NEUTRAL] Oh, OK, got you. OK, one moment, let's see.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and for security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm it's um [PII].
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um, [PII]. Address is [PII].
[AGENT][POSITIVE] Alright, thank you. OK, so let's do this together. Let me go back to.
[AGENT][NEUTRAL] So, um, so you already went to the um dashboard and you went to my um policy and you click on claims.
[CUSTOMER][NEUTRAL] Yeah, but see now the the portal's been down. I can't, it's, it says we're experiencing an issue retrieving your data. Please try back later call customer service and that's on the dashboard.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 000 my God.
[CUSTOMER][NEGATIVE] And it's, it's been down since yesterday because I tried looking online for this information and it's but I couldn't get in.
[AGENT][NEUTRAL] Oh wow, OK, um, can you read that error one more time? I'm sorry, I just need to write it down.
[CUSTOMER][NEUTRAL] Oh yeah, let me, let me, let me go back to like if I wanna sign in it says we're experiencing an issue retrieving your data, please try again later or contact customer service at your number option number 4.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hm. Oh, OK. Um bear with me.
[AGENT][NEUTRAL] And OK.
[AGENT][NEUTRAL] OK, so you get that error whenever you go to the login page and you put the um email address.
[CUSTOMER][NEGATIVE] It won't even let me log in as soon as, oh yeah, I do as soon as I click on log in, boom that comes up.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, so it's as soon as you click log in. OK, uh.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Or sign in it comes up.
[AGENT][POSITIVE] I'm just gonna try it in my end really quick.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and what browser are you using?
[CUSTOMER][NEGATIVE] How do I figure that out? I don't even know how to check that.
[AGENT][NEUTRAL] Um, are you using a computer?
[CUSTOMER][NEUTRAL] I'm on a laptop. I have a desktop and a laptop and I tried on both.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And the laptop on the, on the bottom on the big line on the bottom, do you see like the circle of Chrome or do you see the Explorer Chrome? OK, Chrome. OK. All right. Mhm.
[CUSTOMER][NEUTRAL] Chrome it's Chrome.
[CUSTOMER][NEUTRAL] Mhm, Google Chrome.
[AGENT][NEUTRAL] OK. OK. Do you want to just go ahead and um do you know how to clear the cookies and the cass?
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] No ma'am.
[AGENT][NEUTRAL] No, OK, OK, um, let me see what's another option that we have here.
[CUSTOMER][NEUTRAL] I was actually because when you mentioned that I was gonna try I'm trying right now as we speak um.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] On just a regular Internet.
[CUSTOMER][NEUTRAL] See if that lets me sign in.
[CUSTOMER][NEUTRAL] It might maybe it's my Google Chrome.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I'm waiting for a a pin code because now when you log in you have to check your email and get a a pin number.
[AGENT][NEUTRAL] OK. Uh-huh.
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEUTRAL] It's, it's some steps.
[AGENT][NEUTRAL] Yeah, for security.
[AGENT][NEUTRAL] I
[CUSTOMER][NEGATIVE] No, it's not letting me do it either. I get that um and let me log in this time, but when I logged in it says that it's, it's down.
[AGENT][NEUTRAL] It's not letting you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And this is on a regular internet.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me send a message and see if we're having any type of problems that we are not aware and let's see what we can do about that, OK? Do you mind holding for me? Thank you.
[CUSTOMER][NEUTRAL] Yeah, no it's fine.
[CUSTOMER][NEUTRAL] Sure, go ahead.
[CUSTOMER][NEUTRAL] Mhm. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for you, Ms. [PII]. OK, I, I went ahead and got in touch with them. They say they don't have, they're, they're not seeing anything in their end, so they asked me if we can try to get in again to close everything you have open and just try one more time.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Yeah, I'll check when I get home on my other laptop. It's no biggie right now. If you can just um tell me if I've already filed this specific date of service, that's all I needed. I can check later.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, sure, no problem. What is the date of birth?
[CUSTOMER][NEUTRAL] OK, so let me get into this. The date of service is [PII].
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And it's for my husband [PII].
[AGENT][NEUTRAL] Mm, it doesn't look like we have it.
[CUSTOMER][NEUTRAL] Ma'am?
[AGENT][NEUTRAL] No, we don't have a, a claim for [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'll send that one and then I'm gonna check on a few more of this because I like I said with the portal, the new one I can't go back and check.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, that's great.
[CUSTOMER][NEUTRAL] This one is fairly old. [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And is it for [PII] as well, or is it for a different?
[CUSTOMER][NEUTRAL] It's these are [PII], yes ma'am it's for [PII].
[AGENT][NEUTRAL] No I, OK.
[AGENT][NEUTRAL] In [PII].
[AGENT][NEUTRAL] I have no claim on file for that day. Let me bear with me, let me make sure. Yeah, I do have one. I do apologize. Uh, was it an ER visit?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, you do.
[CUSTOMER][NEUTRAL] Yes ma'am, [PII], OK.
[AGENT][NEUTRAL] Yeah, we did
[AGENT][NEUTRAL] Yes, we, we send the payment on that one.
[CUSTOMER][NEUTRAL] All right and then.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] This one might not even be a visit, but I'm just gonna give it to you anyways [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, it, but it might not be an ER visit, but I'm just gonna check with you guys.
[AGENT][NEUTRAL] Mm. No, I don't see anything for [PII].
[CUSTOMER][NEUTRAL] Uh, I think that was more of a um.
[CUSTOMER][NEUTRAL] A test he had done.
[CUSTOMER][NEUTRAL] Um, and I think that was it, yep, that was it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, can I check one for me now that I have you on the phone? I'm sorry.
[AGENT][NEUTRAL] Mhm, yes, go ahead.
[CUSTOMER][NEUTRAL] This one is for me. It's [PII], and it's for [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I have no claims on file for [PII].
[CUSTOMER][POSITIVE] OK, alright, I'll send those thank you so much you have a good day.
[AGENT][POSITIVE] You're welcome, you as well, and I do apologize for this one I see. You're welcome. You're welcome. Have a good afternoon. Bye bye.
[CUSTOMER][POSITIVE] Mhm thank you. It's OK. Thank you.
[CUSTOMER][NEUTRAL] Um bye bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.