AccountId: 011433970860
ContactId: 422b45cf-aaff-4232-a540-0f6acf2f3025
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 609200 ms
Total Talk Time (AGENT): 158979 ms
Total Talk Time (CUSTOMER): 199236 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/422b45cf-aaff-4232-a540-0f6acf2f3025_20250611T21:58_UTC.wav
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[AGENT][POSITIVE] Good afternoon and thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, um, this is [PII]. I've got insurance with you, dental insurance, and, uh, your website is driving me crazy. I've
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I've always been able to sign up with a uh save password and now it's not even recognizing.
[CUSTOMER][NEUTRAL] Mm, anything, it's, uh, I'm like, in other words, I can't sign on. What is, is somebody there that can help me fix.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Sure, I can assist you with this.
[CUSTOMER][POSITIVE] Perfect, I'm just
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, do you have the policy number?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] I don't know where I find it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] How do you spell the last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and how do you spell the first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] For security, may I have your date of birth, mailing address, and email address on file?
[CUSTOMER][NEUTRAL] Um [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] May I have the email address?
[CUSTOMER][NEUTRAL] Um, it's one [PII] the these [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hm, that's what we have.
[CUSTOMER][NEUTRAL] Is that it? OK.
[AGENT][NEUTRAL] Yes, thank you. Alright, Mr. [PII], uh, we have updated our website and, um, all the members need to create the account again, so it's not gonna let you log in with the all information. You have to create the the account again.
[AGENT][NEUTRAL] Um, so at this, um, at this moment we just need to go ahead and click on create OSC account.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, let me go APL.
[CUSTOMER][NEUTRAL] Dental.
[CUSTOMER][NEUTRAL] Claims
[CUSTOMER][NEUTRAL] Um, claims forms.
[CUSTOMER][NEUTRAL] Claim status. I don't.
[AGENT][NEUTRAL] OK, now, go to AM, just go to [PII].
[CUSTOMER][NEUTRAL] I just had to.
[CUSTOMER][NEUTRAL] A in public.
[CUSTOMER][NEUTRAL] Oh yeah, OK.
[AGENT][NEUTRAL] OK. And once you're on that page, you're gonna click on sign in.
[CUSTOMER][POSITIVE] Did done yeah.
[AGENT][NEUTRAL] OK, on the next page where it says welcome to the online service center, click on create your OSC account.
[CUSTOMER][NEUTRAL] In large
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Once you click on that, you're gonna choose insured and next.
[CUSTOMER][NEUTRAL] OK, um
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And you're gonna go ahead and fill that out.
[CUSTOMER][NEUTRAL] Spark
[CUSTOMER][NEUTRAL] Uh, I probably use my social security number.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And then date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, it's filled out.
[CUSTOMER][NEUTRAL] Now next.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Complete your uh account set up, continue.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Verification is necessary.
[CUSTOMER][NEUTRAL] OK, see, I couldn't get to this point. That's uh that's.
[AGENT][NEUTRAL] OK. That's OK.
[CUSTOMER][POSITIVE] This is helpful.
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] So I gotta put
[AGENT][NEUTRAL] Mhm you put your email and then you send the verification code and once you get that verification code, just put it in and verify.
[CUSTOMER][NEUTRAL] Oh I see. Oh, I gotta do that before I fill in the password.
[AGENT][NEUTRAL] Yes, uh-huh.
[CUSTOMER][POSITIVE] Oh, I'm sorry.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] See.
[CUSTOMER][NEUTRAL] Email.
[CUSTOMER][NEUTRAL] Here we go.
[CUSTOMER][NEUTRAL] OK, verify code or?
[CUSTOMER][NEUTRAL] Send new code or do I have to get that?
[CUSTOMER][NEUTRAL] I put verify code right.
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Then I then I make it up.
[CUSTOMER][NEUTRAL] Password.
[CUSTOMER][NEUTRAL] Display name, what's that mean? Display name.
[AGENT][NEUTRAL] Hey, the display name is the name that you wanna see once you open your account, so it could be a nickname or it could be your full name.
[CUSTOMER][NEUTRAL] I'll just put [PII] on there.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I got all that filled out, so continue.
[AGENT][NEUTRAL] OK, yes.
[CUSTOMER][POSITIVE] Agree the terms. I agree to privacy policy, save the password, and continue.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This is
[CUSTOMER][NEUTRAL] Log in again so this is where I put in everything again, right?
[AGENT][NEUTRAL] Mm. Mhm.
[AGENT][NEUTRAL] It's gonna ask you for another code. Mhm, yes.
[CUSTOMER][NEUTRAL] And verification
[CUSTOMER][NEGATIVE] Not sending it.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It's gonna take a minute or two. It takes a little bit longer than the first one, OK?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] That's the old one.
[CUSTOMER][NEUTRAL] There it is.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then um continue I guess.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] I'm in
[AGENT][POSITIVE] All right. Good deal. OK. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Is the rest of it gonna be the same like filing the claim and all?
[AGENT][NEUTRAL] Um, are you trying to file a traditional claim or is it gonna be like, um,
[CUSTOMER][NEUTRAL] With the
[AGENT][NEUTRAL] A wellness claim.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Oh, dental claim, that's correct, yeah, I'm so sorry. Um, yeah, you just click on um send claim.
[AGENT][NEUTRAL] It should be like a green button that says uh submit a claim.
[AGENT][NEUTRAL] Start your claim?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're gonna click on traditional claim.
[CUSTOMER][NEUTRAL] Let's see, traditional claim, injury or illnesses?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's it
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] It has dental on there?
[AGENT][NEUTRAL] Uh, once you go to choose the policy that you want this under, you should be choosing that, uh, dental. So it's just gonna give you instructions on the dental and what to do.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Upload files, um, well I gotta do it on my phone because I can't take a picture with my computer, so I gotta start all over again.
[AGENT][NEUTRAL] OK. All right. You're welcome. Is there anything else I may help you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] So thanks anyway.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I think I can handle it from here. It's just that I'm on my PC and I, and I, um, I gotta take a pic.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, got you.
[AGENT][POSITIVE] It's OK. No problem. Have a good afternoon.
[CUSTOMER][POSITIVE] OK, well, you have a good.
[AGENT][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye-bye.