AccountId: 011433970860
ContactId: 420ad797-813d-4963-8d6a-38a3daab9881
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1089180 ms
Total Talk Time (AGENT): 380632 ms
Total Talk Time (CUSTOMER): 467210 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/420ad797-813d-4963-8d6a-38a3daab9881_20250612T12:54_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] OK, and uh uh I'm trying to get to um.
[CUSTOMER][NEGATIVE] To upload some claims and I can't get through.
[AGENT][NEUTRAL] You can't log on?
[CUSTOMER][NEUTRAL] He keeps telling me.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Is giving you an error.
[CUSTOMER][NEUTRAL] Yes. Well,
[AGENT][NEUTRAL] Like
[CUSTOMER][NEUTRAL] It just, I, I, I've, I've done it so many times I've called earlier uh to try to sign in and.
[CUSTOMER][NEUTRAL] It just, I, I do everything the way it says but then I get a message that says we're experiencing an issue retrieving your data.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And it says to call option 4.
[AGENT][NEUTRAL] And you said I'm writing it down. We're experiencing an issue retrieving your data, you said?
[CUSTOMER][NEUTRAL] Yes, please try again later or contact this number.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] OK, um, well, first I want to apologize for the experience and the inconvenience because I know it's frustrating. Um, IT is working on all the errors since the new um launch, but this one, I have not heard about. So let me um pull up your policy and then um see if I can see anything on my end and what were you trying to do online? Like you were, oh, you said you're trying to upload your documents.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][POSITIVE] Yes, I've, I've got it um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I've got some clients and I had to get some more information on those claims and uh I asked her to email but it didn't come to me but the last time it went to y'all I don't know how she need to do that but it showed up.
[CUSTOMER][NEUTRAL] And I have some more information that they're waiting on to finish a claim that.
[CUSTOMER][NEUTRAL] I'm gonna see if it's there if it's not there I'm gonna have to send it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I by mail.
[AGENT][NEUTRAL] Um, well, I can help you with both. So when you say her, you mean like someone from your, your job sent in the forms, but they were supposed to send it to you, but send it to us?
[AGENT][NEUTRAL] Is that what's going on?
[CUSTOMER][NEUTRAL] Uh, I went to the hospital. What, what happened was, um, my husband had some past surgeries that I never claimed on, and it got in with some of the recent stuff when I asked for records and so of course, y'all processed it and they're asking for additional information on that claim. I'm looking at the sheet if I can give you any kind of reference number or claim number or whatever. OK, this is claim.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yes, ma'am. Um, well, first,
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] OK, go ahead. I'm sorry.
[AGENT][POSITIVE] No, no, you're OK. Um, I was just gonna ask you for your name and then may I have a good contact number just in case we're disconnected, I'll call you back.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] OK, OK, my name is [PII]
[CUSTOMER][NEUTRAL] And I'm at [PII].
[AGENT][NEUTRAL] Thank you, Miss [PII]. May I have your policy number?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, my policy is 00711167.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Here we go, and I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] OK. My date of birth is [PII].
[CUSTOMER][NEUTRAL] And my, you ask for address next.
[AGENT][NEUTRAL] Yes, ma'am. Address and email.
[CUSTOMER][NEUTRAL] 16
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And I forgot what you said you wanted it. I'm sorry, I've got a million things on my mind. Email. Email is my first name.
[AGENT][NEUTRAL] It's OK. You're fine, email, yes, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Um, so let me take a look.
[AGENT][NEUTRAL] First, uh, so you want to see if your, um, what documents are you looking for, I can search for you and then I can help you with the online service and if you'd like.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Just to see if we've received it.
[CUSTOMER][NEUTRAL] OK. The, I'm looking, OK, that's it. I, yesterday I went to the hospital and got medical records and requested paper, which I got and email and I don't know that they showed up last time, but I can give you the dates. Um, she was supposed to send records for [PII].
[CUSTOMER][NEUTRAL] I don't know if they came in or not.
[AGENT][NEUTRAL] [PII]. OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] So I don't see anything on the policy, but let me, I'm gonna check where all the um like incoming documents come in and see if maybe it's there just didn't get to the account yet.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, no, ma'am, not yet. The last thing that came in was, was, uh, like the beginning of May, but nothing has been received yet, but you said you just did it yesterday, right?
[CUSTOMER][NEUTRAL] Yes, and, and but like I said, I've done it that way before and requested email, but I never gave her y'all's information, but when I looked online, it was, it was there and I know I didn't send it, so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] But I have sent things certified mail, paper copies, but I like to do things online if possible because it's so much quicker.
[AGENT][NEUTRAL] Yes, ma'am. Um, well,
[CUSTOMER][NEUTRAL] But, OK.
[AGENT][NEUTRAL] If they do, well, hopefully they, I don't know where they got the email from either, but hopefully they have it and they'll just send it to us so we can continue processing, but um as of right now, it's not here yet.
[CUSTOMER][NEUTRAL] OK, well, I did hand them an actual copy of what they requested, but she didn't take it with her, but anyway.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Anyway, OK, let's just work on this if it's OK, and I'll, I'll tend to get the rest of it in.
[AGENT][NEUTRAL] Sure. So let me go to the online service center. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And see.
[AGENT][NEUTRAL] Alright, I'm just going through the steps on my end. Hold on one moment.
[CUSTOMER][NEUTRAL] That's fine, that's fine.
[AGENT][NEUTRAL] Oh, hold on one moment 7101.
[CUSTOMER][POSITIVE] No, no problem, no problem.
[AGENT][NEUTRAL] And the email just to make sure it's correct, is [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] As long as it's spelled correctly, a lot of people misspell my first name, so.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you weren't actually able to set up an account because it said it couldn't retrieve the information or you were and when you tried, you were able to and when you tried to upload it gave you that error or which one?
[CUSTOMER][NEGATIVE] No, I never could get in. I used it asked me to. I asked to redo my password.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And but I put the same one in.
[CUSTOMER][NEUTRAL] That I had before because it kept, at first it was knocking out my email and said that that email wasn't there. So I retried and it let me get my email in and it sent me a code, which I got and I put the code in, but then I got that message when I clicked on.
[CUSTOMER][NEUTRAL] After I put the code in.
[AGENT][NEUTRAL] OK, there should be another code coming to you. I just sent it.
[CUSTOMER][NEUTRAL] A very
[CUSTOMER][NEUTRAL] OK, I'm gonna try to sign in again.
[AGENT][NEGATIVE] No, no, don't, uh, not.
[CUSTOMER][NEUTRAL] It's loading it
[AGENT][NEUTRAL] Don't sign into the online service and just your, just your email.
[CUSTOMER][NEUTRAL] Don't try to
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And let's see if we got it.
[CUSTOMER][NEUTRAL] OK, I did get a verification code.
[AGENT][NEUTRAL] OK, what's that called?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. So now I'm just gonna put a generic like um
[AGENT][NEUTRAL] I'm gonna send it to you in an email like [PII]. I don't know, just something generic so that I can get you set up and then once you're set up, um, I'm going to send you the um it's your email, but I'm gonna send you the password and then you can um what am I trying to say, reset the password. I'm sorry, my mind went completely blank.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, that's fine. I do the same thing, no problem.
[AGENT][NEUTRAL] OK, so hold on one moment.
[CUSTOMER][NEUTRAL] OK, so we're waiting.
[CUSTOMER][NEUTRAL] That's fine. That's fine.
[AGENT][NEUTRAL] Um, and.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, wait a minute. So it may have set you up before because now it's telling me that one already exists. OK, hold on, let me cancel this.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, are you on the computer now?
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] OK, um, can you go to the main page of the online service and kind of start from the beginning, like where it says welcome.
[CUSTOMER][NEUTRAL] OK, it's
[CUSTOMER][NEUTRAL] OK, let me get on. Let me log on to y'all again. I got completely out because that.
[AGENT][POSITIVE] Mhm. Take your time.
[CUSTOMER][POSITIVE] Want to give it a new try.
[CUSTOMER][NEUTRAL] And it takes it a few seconds.
[AGENT][POSITIVE] Mhm take your time.
[CUSTOMER][NEUTRAL] OK, I'm to the home page so I'm clicking to sign in.
[AGENT][NEUTRAL] Sign in. Wait, what is your, so you see where it says, uh, welcome to the online, oh, you're talking about the main website. OK, I got you. Sorry.
[CUSTOMER][NEUTRAL] Yes. Well, it's still giving me my dashboard with that same message.
[CUSTOMER][NEUTRAL] It goes when I click on sign in from the.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] homepage, it goes straight to that message.
[AGENT][NEUTRAL] So is there anywhere that
[CUSTOMER][NEUTRAL] Straight to my
[CUSTOMER][NEUTRAL] Go ahead, I'm sorry.
[AGENT][NEUTRAL] OK, no, no, no, you're OK. I'm just thinking.
[AGENT][NEUTRAL] Because, OK, so let's just click out of everything.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And start from scratch.
[CUSTOMER][NEUTRAL] OK then.
[CUSTOMER][NEUTRAL] OK, I'm gonna bring the page up.
[CUSTOMER][NEUTRAL] I'm now typing in y'all's web address and I'm just going to the
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The I public. Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'll try it again. I am public. Oops, it's got.
[CUSTOMER][NEUTRAL] OK, I'm not getting you all's website, so hang on just a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'm back to the website and this is just the home page and it says just like it's always looked, it doesn't look any different from the old one, is it supposed to since y'all had a new launch.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, not so much the, the web page, but the online service and, yes, will look different.
[CUSTOMER][NEUTRAL] I'm gonna click sign in.
[CUSTOMER][NEGATIVE] OK, it's going right back to my dashboard and I haven't even signed in.
[AGENT][NEUTRAL] So you're signed in.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] No, I never signed in. So maybe, hang on, let me see.
[CUSTOMER][NEUTRAL] OK, now I hadn't signed out from the time before.
[CUSTOMER][POSITIVE] Now I'm to the welcome and now I'm where I should be.
[AGENT][NEUTRAL] OK, so go ahead and click log in.
[CUSTOMER][NEUTRAL] OK, and I'm
[CUSTOMER][NEUTRAL] OK, and then I'm to the sign in and I put in my email. I'm about to, I'm about to put it in. I'm gonna type it in this time instead of using what pops up.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, and um,
[AGENT][NEUTRAL] I'm not sure which password, because when you tried to change the password, did it let you or that or that was when you got the error?
[CUSTOMER][NEUTRAL] It's I used, I clicked on forgot your password and then put the same password I've always had because it was written down and that's when I got the message. So right now I have my email in and I don't have a password in so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Just try the um
[CUSTOMER][NEUTRAL] Do I need to go?
[CUSTOMER][NEUTRAL] The old one.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Because I don't know if it's saved, so, but you said it was the same one as before, so yeah, try the same password and see what happens.
[AGENT][NEUTRAL] Because I'm, because when I went through all the steps, it let me verify and everything and then
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, once the verification came back and asking for your email, it said there's already an account with this email, and that's on the new system. So I'm wondering.
[AGENT][NEUTRAL] If it did save correctly.
[CUSTOMER][NEUTRAL] OK, well, it did it.
[CUSTOMER][NEUTRAL] It did give me the message to, you know, get a pass of verification code, so I'm gonna click on that.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] So each time you sign into the online service center now, like a two-step verification, it's gonna make, it's gonna give you that code now, each time.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] That's fine. I like that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just gotta wait on it to come in.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It takes a little time.
[CUSTOMER][NEUTRAL] It hasn't come in yet, so.
[CUSTOMER][NEUTRAL] There it is.
[CUSTOMER][NEUTRAL] OK, let's try this.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK. I it, so far it's worked. It says it's retrieving and it's, I'm still getting that same message when I get to the dashboard.
[AGENT][NEUTRAL] OK, so when your dashboard pops up, it then says we're experiencing an issue retrieving it. So I'm gonna say this might not be you, well, I'm sure it's not you, um.
[AGENT][NEUTRAL] Only because we've been having so many issues with the website. I'm gonna go ahead and send this over to um our customer service and IT team and um see if they can give you a call and kind of do some troubleshooting and see um if we can resolve this error for you. Do you prefer a call back or an email?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Uh, a call back would be good. I may be on the line because I've got to get some services done for my grandson and dealing with them, you just wait and hold, but they can send an email and then I can just call them or whatever needs to be done. So email would probably be better today.
[AGENT][NEUTRAL] OK, well I'll.
[CUSTOMER][NEUTRAL] I think they probably send it before so.
[CUSTOMER][NEUTRAL] Because this is the 2nd time I've called, so.
[AGENT][NEUTRAL] Well, I, I can't apologize enough for this um inconvenience. I know it's, it's frustrating trying to get your documents in, so thank you for your patience.
[CUSTOMER][NEUTRAL] And just
[CUSTOMER][POSITIVE] No problem. I just, you know, wanna get everything taken care of.
[AGENT][NEUTRAL] want to get anything, yeah.
[AGENT][NEUTRAL] Well, I'm sending it over for you now. Um, so I believe they call same day, if not tomorrow at the latest, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you, ma'am.
[AGENT][NEUTRAL] Well, was, You're welcome, Ms. [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] All right. Well, thank you so much for calling APL. I hope you have a good day. You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye