AccountId: 011433970860
ContactId: 59f3ea62-c792-4b84-98a1-bb4cb2693625
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1244420 ms
Total Talk Time (AGENT): 345945 ms
Total Talk Time (CUSTOMER): 383909 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/59f3ea62-c792-4b84-98a1-bb4cb2693625_20250117T14:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, hi [PII], um, I am calling because I need to, I'm trying to go on the website to set up my account and it's not recognizing my information.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[AGENT][NEGATIVE] OK, we are having some trouble, um.
[AGENT][NEUTRAL] Setting up your online service account. What is your name?
[CUSTOMER][NEUTRAL] My name is [PII]. My last name is [PII].
[AGENT][NEUTRAL] All right, Ms. [PII], um, do you happen to have your policy number on hand?
[CUSTOMER][NEUTRAL] Yes, um, it's the, is it, it's not the group number is it?
[AGENT][NEUTRAL] No, it is a 8 to 7 digit number.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] I have a um 01480077 ML 8.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And let me just a second to pull out.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, Ms. Yo, I was able to pull up your policy. Do you mind if we verify your date of birth and address, please?
[CUSTOMER][NEUTRAL] Yes, it's
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And then what was the other one you needed?
[AGENT][NEUTRAL] Um, your address.
[CUSTOMER][NEUTRAL] Um, my address is [PII].
[AGENT][NEUTRAL] Alright, thank you, Ms. [PII]. Um, allow me just a second to pull up the online service center and um we can verify your information.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, I do see here um.
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] Do you mind if we verify your social security number?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, um, how are you, um, entering your name? Is it all capital letters?
[CUSTOMER][NEUTRAL] I was just putting it in um I I went to your website and then I went to new user.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then um I clicked on the option that says I'm an individual with APL insurance and then I put in my last name I just put it lower case is it case sensitive?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, it is. Um, we can use all um all capital letters, um, and the Social Security number with no spaces.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, let's try that.
[CUSTOMER][NEUTRAL] Fine
[CUSTOMER][NEUTRAL] See
[CUSTOMER][NEGATIVE] Still saying no user found.
[CUSTOMER][NEUTRAL] Would my email address have to line up with something because I'm putting in my personal email.
[AGENT][NEUTRAL] OK, um, we have, I guess it is your work email, the one ending um at [PII].
[CUSTOMER][NEUTRAL] Oh OK let me try that then. I was putting in my personal let's see.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Uh huh, OK, now it's saying create your account.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Oh, Ms. [PII], would you like me to change your email from your work email to your personal email?
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Or there's no
[CUSTOMER][NEUTRAL] Yeah, that would probably be, that would probably be better just so I know that stuff's being sent to me.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Mhm. All right. Um, what I can do right now is, um, give you a minute to finish up setting up and I can go ahead and change uh your email address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so let me just do.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Username.
[CUSTOMER][NEUTRAL] OK, let's see here 1 lower case 1 number, 8 characters, OK, so.
[CUSTOMER][NEUTRAL] Now it's asking me to create create your account. It's asking for my email. Do I have to use my existing email on there or can I put something else?
[AGENT][NEUTRAL] Um, you can, you can put something else, um, your personal email, and I will go ahead and change, um, the other one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me put that in.
[CUSTOMER][NEUTRAL] OK, let's see if it takes the.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Um, it's not liking my username. Username must be between 1 to 20 characters, a combination.
[CUSTOMER][NEUTRAL] I have
[CUSTOMER][NEUTRAL] I have an I have an um capital letter in there. I have number. I have an exclamation point and it's.
[AGENT][NEUTRAL] Um, I believe that there is some characters that, um,
[AGENT][NEUTRAL] Um, or not.
[CUSTOMER][NEUTRAL] Something about an underscore and a dash. Do I have to have a dash and an underscore?
[AGENT][NEUTRAL] Yeah, um, yes, um, I think it only takes, um, one of the special characters. It doesn't take all of them, I believe.
[CUSTOMER][NEUTRAL] Combination of
[CUSTOMER][NEUTRAL] I only have one special character which would be the exclamation point.
[AGENT][NEUTRAL] Yeah, I think, yes, I think we have to use a underscore or a dash.
[CUSTOMER][NEUTRAL] Hm let me see here.
[CUSTOMER][NEUTRAL] OK, let's try it with.
[CUSTOMER][NEUTRAL] See
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Try it that way.
[CUSTOMER][NEUTRAL] OK, no, no, saying an error occurred during registration please try again.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Uh, what the heck.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEGATIVE] Why is it doing that? The red went away now it's giving me that message.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Just a second now, let me try to
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Can you try again?
[CUSTOMER][NEUTRAL] Yeah let me um
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] No, let me refresh my browser.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK, let's try this again.
[CUSTOMER][NEUTRAL] 253.
[CUSTOMER][NEGATIVE] No, still telling me an error occurred during registration. Please try again.
[AGENT][NEUTRAL] All right, um, I will try it from my end. Um, you can provide, OK, I'm gonna go ahead and try to log in in just a minute, you can provide me with um the username that you would like me to use. I will use a temporary password and then you can go ahead and change it.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Just give me a small minute while I'll try it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] All right, what would be that um user name that you would like me to use?
[CUSTOMER][NEUTRAL] So the username I did uh [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then [PII].
[CUSTOMER][NEUTRAL] Wife WIFE [PII].
[AGENT][NEUTRAL] All right, I will go ahead and use a temporary password and that will be, let's see, really quick, something easy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, the password I use is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] As the season
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm, um, the, it will be [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So that's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, all right. I'm gonna request um the email that you would like me to use.
[CUSTOMER][NEUTRAL] OK, um that is gonna be um [PII], so [PII].
[AGENT][NEUTRAL] OK, I'm gonna have to verify the email. It's [PII]
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And as the primary phone, would you like me to use the one that we already have in the system?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, that I, I don't know if you have this, it's, it's [PII].
[AGENT][NEUTRAL] Yes, that is the one that we have.
[CUSTOMER][POSITIVE] Awesome. OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And would it be the same as the text message phone?
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, I was able to create your account, Miss [PII]. I have it, um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Um, it was successfully created, uh, you have that temporary password that you can change whenever you like.
[AGENT][NEUTRAL] Um, is there anything else that I can?
[CUSTOMER][NEUTRAL] OK, so should I.
[CUSTOMER][NEUTRAL] Yeah, so should I leave, OK, so just click on the log in button now. OK, let's see.
[AGENT][NEUTRAL] Yes, you can try to log in.
[CUSTOMER][NEUTRAL] Let's see what happens.
[CUSTOMER][NEUTRAL] Do do do do do do do, OK, so.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Then winter.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, I'm in. All right, so um.
[CUSTOMER][NEUTRAL] Let me just see it's asking for a phone you can receive claim status updates via text message. Yeah, I can do that now. I have never, um, filed a claim before.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, and I have a.
[CUSTOMER][NEUTRAL] Um, bill that was sent to me from, um, an outpatient center and I want to, um, you know, submit that to y'all so that you can try to get that, um, covered, um, so let me just see here I see.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, I see upload documents so am I just taking like this bill and basically scanning it and then uploading the file here.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then what what do I need to do I need to do anything after I've uploaded it or is it pretty self explanatory?
[AGENT][NEUTRAL] Um, I believe that there is an option, um, where you can pick what the what the claim is for. Um, I'm not sure if you logged in within a phone or a computer, um.
[CUSTOMER][NEUTRAL] I'm on a computer.
[AGENT][NEUTRAL] OK, um, I believe there's like it um has the option of the plan you have in case you have multiple. I see that you only have the meth link with us. um, it will have a couple of questions and the drop down menus, um, for what the claim is for, um, and then you can upload the um the scanned document and that will be pretty much it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK and then um also like if I've had um stuff that I have paid out of pocket for I can submit like receipts or something and you guys can look into that as well?
[AGENT][NEUTRAL] Um, all right, Ms. [PII], I'm not quite familiar with that part. Uh, that will be with someone in claims. Um, would you like me, yes, would you like me to transfer you to someone in claims?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Um, yeah, that would be great.
[AGENT][NEUTRAL] Mhm. All right. Is there anything else that you would need help with that I can assist?
[CUSTOMER][POSITIVE] I, I think that's it. I appreciate your help, [PII].
[AGENT][POSITIVE] You're very welcome, [PII], and I hope you have a nice day. I will go ahead and transfer you to the claims department. You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] OK, thank you so much.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[AGENT][NEUTRAL] Good morning, Ms. [PII]. This is [PII] in customer service.
[CUSTOMER][NEUTRAL] Hey, [PII].
[AGENT][NEUTRAL] I have an insured on the line um new to the online service center who is requesting um assistance with a claim uh how to file a claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Her name is [PII] and um her policy number is
[AGENT][NEUTRAL] 14.
[AGENT][NEUTRAL] 800.
[AGENT][NEUTRAL] 77.
[CUSTOMER][POSITIVE] All right, I can certainly help, Ms. [PII] with how to file a claim. Not a problem at all. I would be happy to.
[AGENT][POSITIVE] Alright, thank you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And her callback number is on file?
[AGENT][NEUTRAL] Um, yes, it is the one that we have in um the system, the one ending in [PII].
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Perfect. Thank you, [PII]. I hope you have a great day.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, you too.
[CUSTOMER][POSITIVE] Thank you, sir. Take care.
[AGENT][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] You are
[CUSTOMER][POSITIVE] Good morning.