AccountId: 011433970860
ContactId: 40947875-4d19-433a-97b8-28c27b306933
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 274630 ms
Total Talk Time (AGENT): 151623 ms
Total Talk Time (CUSTOMER): 142812 ms
Interruptions: 5
Overall Sentiment: AGENT=1.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/40947875-4d19-433a-97b8-28c27b306933_20250609T21:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, um, this is [PII]. I am helping someone with a claim.
[CUSTOMER][NEUTRAL] Um, for cancer policy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And I, it, it's been a while since I have come in here and done anything and I was trying to get back to the site and I can't even, let's see, trying to figure out which is the site I'm supposed to go to. I have one more claim to help this lady with.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] What is the actual website? Let me see. What information do you need from me?
[AGENT][NEUTRAL] OK, yes, so we do have a couple, no worries so um our regular just public website is simply [PII]. Now our online portal where you know individuals or groups or you know they can actually log in to submit claim information and such it's the same web address but before it it's the word secured with an ED.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So it's secured. [PII].
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I am public.
[AGENT][NEUTRAL] Yes, and now.
[CUSTOMER][NEUTRAL] Yeah, OK, that's it. I don't think I will, uh, I don't think I was doing the security. Let me see.
[AGENT][NEUTRAL] No, no, you're OK and now I will say as well as of last week um that website our online portal, it did undergo quite a big change um and with that change, yeah, uh, with that change all users would have to create another account so re-register it would be all of the same information you're just essentially creating a new log in.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh gosh. Well, so I'm gonna have to recreate that, create that for her. I see. Oh.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] So create your OSC account or.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] What's OSC? Oh online service. Oh my God.
[AGENT][NEUTRAL] Online service center, yes.
[CUSTOMER][NEUTRAL] Oh, OK, I see that now. So it's gonna be insured, not agent or broker, because I'm just helping her not we have the permission to pay for it. OK, insured next and then last name. [PII], social. Let me see if I even have that. She gave me all that information, but let's see.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What else is it gonna ask me before I get in there that that I might not have? I have a lot of the info, but it is.
[AGENT][NEUTRAL] Um, uh, her zip code, it would be the zip code and then the email address that we've got on file.
[CUSTOMER][NEUTRAL] Yep, I've got that.
[AGENT][NEUTRAL] And so if she needs to verify any of that information she's more than welcome to give us a call and we'll go over what we have otherwise you know she could the email is usually the hiccup that people get kind of stuck on because they're not sure which one we've got on file.
[CUSTOMER][NEUTRAL] Em.
[CUSTOMER][NEUTRAL] Is it? OK.
[CUSTOMER][NEUTRAL] Oh yeah, I don't know what she has on file. I'll have to ask her.
[CUSTOMER][NEUTRAL] Oh my gosh, when would that be on the original um.
[CUSTOMER][NEUTRAL] Application because I have a lot of paper stuff I saved on her. Let me see.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Email address? I don't believe it would be um.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Typically I will say it just really depends on how they set it up uh it could most likely is through their employer whoever they have the insurance through it would be like their work email.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] No, it wasn't through an employer. I wrote. I was at the, I was the agent that wrote this, but it was many years ago. Come on, who had email. We may not even have email.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, I see.
[AGENT][NEUTRAL] Oh, I see. OK.
[AGENT][NEUTRAL] Oh, if that's the case then one would have to be added um so just whenever if when she's able to um or if you know you are present with her then um you know she could give us permission to speak with you on her behalf um and we'll go ahead and add whatever email address she'd like added to her account.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] But I mean, you know, in the meantime you're more than welcome to you know go ahead and try what you can.
[CUSTOMER][NEUTRAL] Well, let me ask you something.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, well, let me ask you this. Oh, I do have it right here, [PII]. OK, I have it on her cancer claim form that we started back last year. Oh, now I'm not sure that's what you have on file, but um, I'll try that and if that goes through, in other words, OK.
[AGENT][POSITIVE] Oh awesome OK.
[AGENT][POSITIVE] Worth a shot, yeah.
[CUSTOMER][POSITIVE] Well, OK, well thank you very much. What time do y'all close pretty soon?
[AGENT][NEUTRAL] Of course, uh, [PII] central time, so just about another hour.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, what was your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Thank you very much. I appreciate it.
[AGENT][POSITIVE] Of course, yeah, let us know if you need anything else. Hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thanks, that's it. You too. Bye-bye.
[AGENT][POSITIVE] All right thanks bye bye.