AccountId: 011433970860
ContactId: 3de8f137-e90e-470c-a4ea-b234ba22b622
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 577969 ms
Total Talk Time (AGENT): 154863 ms
Total Talk Time (CUSTOMER): 165387 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/3de8f137-e90e-470c-a4ea-b234ba22b622_20250611T17:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Hi, um, I called earlier because I was having trouble creating the account online and now I'm in, but I can't get the website to do anything. It just turns it's very frustrating. Do you have any advice? I just want to file a claim.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, so you were able to log into your account but it's just it's not letting you access anything?
[CUSTOMER][NEGATIVE] I mean if I hit refresh a bunch it eventually showed me my policy the first time it said there were no no claims and then when I hit refresh again it eventually came up and showed me the claims but like I just hit my policy now and it said error and it's not showing anything on the page and then if I go back to dashboard I've never seen the dashboard it says dashboard at the top but then it's just a blank page it's not I mean like every time I click on something it just turns.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, um, so let's try to troubleshoot real quick, um, go ahead and log out of your uh online account.
[CUSTOMER][NEUTRAL] OK, I'm logged out.
[AGENT][NEUTRAL] And then go to your um in your browser go ahead and delete your browser history, so depending on the browser you're using you might see uh 3 dots.
[AGENT][NEUTRAL] That says settings you'll click it and you'll go to delete browsing history.
[AGENT][NEUTRAL] Let me know if you uh can't find it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, and uh did it delete everything?
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] Alright, try and log back in now and see if that works um otherwise I can go ahead and put a ticket in to get it looked at, but let's see if that works.
[CUSTOMER][NEUTRAL] It takes like 15 minutes to sign in now.
[AGENT][NEUTRAL] Oh, really?
[CUSTOMER][NEUTRAL] Because you gotta send the code to your email and then enter the email I mean enter the code.
[CUSTOMER][NEUTRAL] OK, and verification code.
[CUSTOMER][NEUTRAL] And then it usually takes a second for me to get that code.
[CUSTOMER][POSITIVE] Yeah, it was a lot easier the old way.
[AGENT][POSITIVE] Yeah and this is it it is going to be a lot more user friendly uh the verification process is just an added security measure that we included since you will be able to access um personal health information.
[CUSTOMER][NEUTRAL] Uh, OK.
[AGENT][NEUTRAL] We wanted to make it more secure mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's on me in but.
[CUSTOMER][NEUTRAL] The dashboards just.
[CUSTOMER][NEUTRAL] It's blank, but like I can see like a wave of white going across like it's trying to pull up information, but is that, I mean, do I have to have the dashboard to file the new, the claims?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] You shouldn't um.
[CUSTOMER][NEGATIVE] Or to upload anything I mean like it won't no I went to my policy and it says error there was an error processing your request like it's bad.
[AGENT][NEUTRAL] Are you able to go to my policy?
[AGENT][NEUTRAL] OK, let me go ahead and put in a ticket.
[AGENT][NEUTRAL] Yeah, it shouldn't be giving you that especially after we we did the browser history and deleted everything um give me just a moment to put in that request.
[CUSTOMER][NEUTRAL] I've tried 3 different browsers too by the way, so um I don't think it, I don't know.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] How long does it normally take them to look at that? Do you know?
[AGENT][NEGATIVE] Uh, it should be, um, we're getting a lot less um errors. It shouldn't be more than 24 to 48 hours.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Give me just one moment.
[CUSTOMER][NEUTRAL] I should
[CUSTOMER][NEUTRAL] I have to do it last week.
[AGENT][NEUTRAL] Alright, and what was the error message that it gave you?
[CUSTOMER][NEUTRAL] Um, there was an error processing your request. If this error persists, please contact customer service.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] But that's when I click on my policy and then nothing comes up, but if I click like when you first log in, it's um essentially a blank screen I can see the menu on the left.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then I can see the word dashboard on the top center and I can't see anything else.
[AGENT][NEUTRAL] OK, so the screen is predominantly blank.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, give me just one moment.
[AGENT][NEUTRAL] And what is your policy number?
[CUSTOMER][NEUTRAL] Um, 445-1110.
[CUSTOMER][NEUTRAL] It is my dad's, but I'm an authorized person that you can discuss information with.
[AGENT][NEUTRAL] OK, and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Right. Just a moment, [PII].
[AGENT][NEUTRAL] I'm so sorry, [PII], what was the policy number one more time?
[AGENT][NEUTRAL] It kicked out.
[CUSTOMER][NEUTRAL] 445.
[CUSTOMER][NEUTRAL] 4,451,110
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] OK, and I do see that your third party is on there, so give me just a moment.
[AGENT][NEUTRAL] And you said it's on behalf of your dad, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what's the best way for us to contact you? Would you prefer a phone or an email?
[CUSTOMER][NEUTRAL] Um, my phone is fine. [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, give me just a moment. I'm almost done.
[AGENT][NEUTRAL] Right, I did put that service ticket in to uh have someone in IT look at that and see what's going on. Um, it shouldn't take that long, especially after we um deleted your browser history.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, um, is there anything else I can do for you in the meantime?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Right. Um, again, I'm very sorry for this, um, inconvenience. Uh, hopefully, we'll get it taken care of by the end of today or tomorrow, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Great, have a great day, bye.
[CUSTOMER][NEUTRAL] Bye bye.