AccountId: 011433970860
ContactId: 4b119122-258f-494d-9f7b-c8557657aecd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 593270 ms
Total Talk Time (AGENT): 184762 ms
Total Talk Time (CUSTOMER): 355620 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/4b119122-258f-494d-9f7b-c8557657aecd_20250603T20:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], um, I don't remember if it told me to push. I, I might should have pushed for and I didn't.
[AGENT][NEUTRAL] Wait, who are you trying to reach?
[CUSTOMER][NEUTRAL] Um, in regard to my cancer policy.
[CUSTOMER][NEUTRAL] Um, I needed to speak to someone about the new system. Um, I didn't hear back from anybody yesterday and, um, I've been in the process of making some different claims.
[AGENT][NEUTRAL] OK, um, I should be able to help you with that. Can I get your name and a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, sure, you can. Uh my name is [PII], and my callback number is [PII].
[AGENT][NEUTRAL] And what's your policy number, [PII]?
[CUSTOMER][NEUTRAL] My policy number is
[CUSTOMER][NEUTRAL] 996576
[AGENT][NEUTRAL] Give me just a moment to pull that up.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And [PII], can I get you to verify your date of birth for me please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And the mailing address that we have on file?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And was it in regards to your, you need to set up the account or uh how can I help you?
[CUSTOMER][NEGATIVE] Well, yesterday they were trying to help me because I had been unsuccessful in setting up the new account since y'all have the new system.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And uh there was they were having some pro y'all were having some problems with it and so we worked on it and she could not end up helping me and so she was gonna have to have somebody call me back if they did call me I either missed the call or they were never able to call me back.
[CUSTOMER][NEUTRAL] Um, but this morning I got on, or today, a few minutes ago, I decided to get on it again and try again.
[CUSTOMER][NEUTRAL] And it, I got to the screen where it said uh verification is necessary, please click send button but and then but it asked me for some other things first like a new um password it wanted a display name a given name and a surname so I'm not real sure what to put there.
[AGENT][NEUTRAL] OK, I can help you with that. OK, so are you on the site right now?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I am and I put a new I put a password in and twice and then after that I'm on display name.
[AGENT][NEUTRAL] That is just a name for your convenience. Now when you continue to log in in the future you'll only need your email address um to log in this is just a display name for your for your uh for your sake.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I'm just gonna put [PII] there.
[CUSTOMER][NEUTRAL] And then given name my last name there?
[AGENT][NEUTRAL] Uh, given name is first name, uh, and then it'll ask surname, uh, last name.
[CUSTOMER][NEUTRAL] I don't know what
[CUSTOMER][NEUTRAL] OK, what's the given name?
[AGENT][NEUTRAL] Your given name will be your first name. Yes, ma'am.
[CUSTOMER][NEUTRAL] My first name?
[CUSTOMER][NEUTRAL] OK, so in other words I put [PII] for the other one.
[CUSTOMER][NEUTRAL] Does it matter?
[AGENT][NEUTRAL] Um, no, does it have 3 boxes?
[CUSTOMER][NEUTRAL] It does. I put [PII] and then [PII] and then [PII].
[AGENT][NEUTRAL] OK, that should be OK, given name.
[CUSTOMER][NEUTRAL] Did you want me to put something different for the first?
[AGENT][NEUTRAL] No, I think given name is more so if say your name is [PII], but your given name is [PII]. I think it's something like that so now if you wanna put [PII] for both of them you can uh you should only need it for the first one. Yeah, OK, and then did you put your email up at the top?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, I did.
[CUSTOMER][NEUTRAL] OK, so then do I get to
[CUSTOMER][NEUTRAL] I did, but I haven't said hit hit verification code yet and but do I hit verification code before I hit continue?
[AGENT][NEUTRAL] Yes, you'll wanna hit the verification code because it's gonna verify your email.
[AGENT][NEUTRAL] And it should be the email that we have on file, uh, what email address did you put in there?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It should be ver and then it wants the verification code so let's, it's gonna be sending me something so let me look in there real quick, see what I get.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And check your spam if you don't see it.
[CUSTOMER][POSITIVE] I will yesterday I wouldn't have any trouble getting it in the regular, yeah, here it is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and then verification code.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then it says email address verified you can now continue. Well I've already put all that stuff in so just go down and hit continue.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And then it should ask you or it should remind you to check um there should be boxes that says terms of use and privacy policy to click on and then click continue.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] It might be on the next screen or a pop up.
[CUSTOMER][NEUTRAL] I don't see any of that.
[CUSTOMER][NEUTRAL] Well, please wait, we're in the process. No, I don't want it to save my password. OK, so I agreed to the uses and I agreed to the private policy. See we never could get this far yesterday, me and the lady.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Your account has now been successfully created, OK.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Great, um, and now it will ask for a verification code every time you log in so let's go ahead and test that out real quick, yes, uh, because it's got personal information in there.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh really?
[CUSTOMER][NEUTRAL] OK, OK, there's my, OK, yeah, OK, it already had my email address in there and then let's see what the.
[CUSTOMER][NEUTRAL] Verification code is. I think my husband has to do this on some of his stuff. Don't you, [PII]? Don't you have to get a verification code or something each time?
[CUSTOMER][NEUTRAL] On your phone, yeah. I thought so. OK, this is it.
[CUSTOMER][NEUTRAL] 692.
[CUSTOMER][NEUTRAL] 425. verification code.
[CUSTOMER][NEUTRAL] User details.
[CUSTOMER][NEUTRAL] You can now continue.
[AGENT][NEUTRAL] And do you see your dashboard?
[CUSTOMER][NEUTRAL] Um, and it says, um, well, it's not lit up, it just, oh, OK, welcome to the online service center hit next.
[CUSTOMER][NEUTRAL] And then I guess it's like there's the steps that you take to file a claim.
[AGENT][NEUTRAL] Yeah, so yeah, so on the dashboard there should be uh uh like a long rectangular box that says uh need to file a claim uh and then a green button that says start your claim.
[CUSTOMER][NEUTRAL] After that.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, it, it has. Let me get some of this other stuff out so I can take a look at it. dashboard my name, would you like to review the coverage details of your policy? That would be like, uh, uh, you could do that on the other one. Do you need access to your ID cards, you know, and then there's a start your claim, um, how do I go to, um, since you're on the phone with me, how do I go to things that I already have filed?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so you're want you, uh, you wanna go to that view my policy details, the one that has the hands and the heart.
[CUSTOMER][NEUTRAL] OK, view policy details. I thought that was the actual um policy, you know, like if you were wanting to see what's covered and what.
[AGENT][NEUTRAL] Well, it should have.
[AGENT][NEUTRAL] Yeah, it should have two tabs the policy and then it should have a tab um after you click it that shows claims.
[CUSTOMER][NEUTRAL] OK, well, let's see what I did first was my policy and basically it just tells me what we pay for it a month.
[CUSTOMER][NEUTRAL] And um.
[CUSTOMER][NEUTRAL] Then it's um OK the next that's my details I can hit claims.
[AGENT][NEUTRAL] Yeah, my
[AGENT][NEUTRAL] Yeah, claims should have all your previous claims, yes, and you should be able to download those documents or upload if you need more uh to upload, but if you're starting a new claim, you're gonna wanna click that green button. If you wanna look at your past claims, you'll go to that my policy and then my details.
[CUSTOMER][NEUTRAL] And that's gonna be my different client.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. I will call if I have any trouble then. Thank you.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Well thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] I appreciate it.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Mm bye.