AccountId: 011433970860
ContactId: 496940ff-e2ec-467f-b0b9-e22f09828df9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 345579 ms
Total Talk Time (AGENT): 134067 ms
Total Talk Time (CUSTOMER): 141702 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/496940ff-e2ec-467f-b0b9-e22f09828df9_20250623T18:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I was try I have a couple of questions um.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I'm the group leader and.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I was trying to file a personal claim over the weekend and it wasn't allowing me but then when I logged in today as the group leader I was able to file a claim for somebody so I filed it for myself.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Or my family member is that I've never noticed that you could do that, is that correct?
[AGENT][POSITIVE] Should be OK, yeah.
[AGENT][NEUTRAL] Are you talking, you're talking through our online portal, right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So you were having trouble, um, on your individual policy?
[CUSTOMER][NEUTRAL] Getting my log in it wasn't yeah yeah it wasn't recognizing and it sent me the code and then it didn't recognize my email so I don't know what was going on with it but I didn't know maybe because I have a work email since I'm the group leader I don't know.
[AGENT][NEUTRAL] Yes, so it would have to be separate, um, and I will say as well, uh, of course the information you enter does have to match what we have in our system. So if for some reason we have two of like the same email address for your individual policy and also for the group, then one of those would have to be changed.
[CUSTOMER][NEUTRAL] Can you check me and see what I have? I, I wouldn't think I'd have the same, but maybe.
[AGENT][NEUTRAL] Yeah, definitely. Do you want me to get your individual policy pulled up?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah, OK, that works um I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, and then before we go any further, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Do you need um my
[CUSTOMER][NEUTRAL] Sure it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, no, hold on, I can find it though, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well I'm having trouble like I know you've just changed the invoicing and.
[CUSTOMER][NEUTRAL] All kinds of stuff, let's see um.
[AGENT][NEUTRAL] Yeah, our entire website went underwent a very big change as of just a couple of weeks ago.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I think I have my policy number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 236.
[CUSTOMER][NEUTRAL] 1448.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and I'm just gonna verify some information really quick. Uh, can I get your date of birth please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and then can I get your.
[CUSTOMER][NEUTRAL] And it's under [PII] because.
[AGENT][NEUTRAL] I got it thank you uh and then can I get your mailing address please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Perfect. OK, so the email address I've got for you is [PII].
[CUSTOMER][NEUTRAL] Right, and that's what I tried to enter and that's and that's where it sent me like the verification code.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] But it it wouldn't, it says it said I'm now I'm trying to remember um it was either my password or the email that it didn't.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] And I'm like I don't understand why.
[AGENT][NEUTRAL] OK, so it let you create the account with this information and you were able to enter in the verification code?
[CUSTOMER][NEUTRAL] I didn't create the account. I've logged in before, but like a user ID so.
[AGENT][NEUTRAL] Oh OK well I will say um again with this big change um and I'm sorry if this is different I just wanna make sure we're on the same page with this new website um again as of just a couple of weeks ago everyone is now having to create new logins so if you had not created an account since it changed then you would have to do that.
[CUSTOMER][NEUTRAL] Maybe.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, so go to the screen where it says like create a new one or whatever.
[AGENT][NEUTRAL] Right, and of course if this is for your individual policy you would select insured um and with this new change there have been a few little bugs and hiccups um one thing that seems to resolve some issues, uh, just fill out the boxes that have an asterisk and leave the other ones completely blank so I believe that would just be your last name, date of birth, and then the email address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Then my next question is, do you know if like if they if what's covered like if it's covered for.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I guess testing like if there was a biopsy done on something in your mouth like a gum like a gum biopsy is that covered under this plan?
[CUSTOMER][NEUTRAL] I'll try to look under.
[CUSTOMER][NEGATIVE] But I couldn't find anything.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?