AccountId: 011433970860
ContactId: 5a17605d-307c-49ad-9625-3799fc259a25
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 474959 ms
Total Talk Time (AGENT): 293013 ms
Total Talk Time (CUSTOMER): 147587 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/5a17605d-307c-49ad-9625-3799fc259a25_20250602T19:09_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, [PII], I was uh trying to get on my, um, online account to check the status of a claim, uh, but it's, I think it's changed since I had to use the system, so I tried to set up another account and it wouldn't let me so can I give you my uh policy number and you tell me any information on my claim?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, yes ma'am you're wanting to check claim status and then you also um wanna find out about your portal since you're not currently able to sign into it.
[CUSTOMER][NEUTRAL] Yeah, yes, uh huh.
[AGENT][NEUTRAL] Yes, ma'am. Well, I can, I can help you with both. And so first off, who am I speaking with?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][POSITIVE] Thank you. And Ms. [PII], what's a good callback number for you?
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And do you have your policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's 64, it's 643.
[CUSTOMER][NEUTRAL] 453.
[AGENT][NEUTRAL] OK thank you one moment while I get your information pulled up please.
[AGENT][NEUTRAL] OK, Miss [PII], so if you could, um, well first off, any information that I provide for you will be a verification of benefits and not a guarantee of payment, and I will have to verify several things with you first for security. So first off, if you'll please verify your date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And also your home mailing address please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And this is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one that you gave me, so that is your best contact number that we should have, is that correct?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][POSITIVE] That's correct.
[AGENT][POSITIVE] Thank you. And lastly, your email address?
[CUSTOMER][NEUTRAL] OK, that would be [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], thank you very much for verifying all of your information. So, first off, regarding the online service center portal, yes, ma'am, there were some, some updates, some changes made to it. So you will need to create a new profile.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I will, and it's asking for you, it's, it's asking for a, it looks like it wants you to put your uh email number in as opposed to a user name is what I'm seeing.
[AGENT][NEUTRAL] Correct. Yes, ma'am. That is correct. So you will use that email address that you just verified with me. And this time, you will have like a kind of a two-factor authentication step to it. It, it will email you a code and then you're gonna have to put that verification code in a couple of times and then re-sign back in. But if you have any.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I mean if you're able to try and set that up while you and I are on the phone I'll be happy to try to walk through it with you um but if you want to try to do it.
[CUSTOMER][NEUTRAL] No, no, ma'am.
[AGENT][NEUTRAL] And then call us back.
[CUSTOMER][NEUTRAL] I had to come out to my
[CUSTOMER][NEGATIVE] I'm sorry, I had to come to my car in order to get to where I work at, we don't have very good reception. I couldn't even get you on the [PII] number. I had to come in my car away from, I'm out here sitting in my car away from the building in order for my call to go through.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Uh, service, yeah, sure.
[AGENT][POSITIVE] Oh my goodness.
[AGENT][NEUTRAL] Uh,
[AGENT][NEGATIVE] 00, my word, you do have that isn't very good service, is it, Ms. [PII]?
[CUSTOMER][NEGATIVE] No, well, we sort of like in a basement, so, so to speak, and it's, it's, it's horrible in there. Yes.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah, you, when you're in locations like that, it doesn't matter about it, it, you don't have very good reception for sure. So anyway, when you're able to try that, Ms. [PII], um,
[CUSTOMER][NEUTRAL] No, but I don't.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] You know, and if you have any difficulty then please call us back so that we can look into try to help you and if we can't resolve it or you're not able still not able to set up your profile, we'll have our IT department look into it because like I said this is a a new implementation that just was rolled out over the weekend.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, um, now on your claim, I see you said you also want to check status on a claim, right?
[CUSTOMER][NEUTRAL] It was
[CUSTOMER][NEUTRAL] Yeah, it was received on the [PII]. I did get that confirmation on my, uh, through text message. They did send me that, so I know that they received it.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes, ma'am. So that what we did receive uh our process a claim. Actually, there were, there was one claim that was processed for you. Give me just a second.
[AGENT][NEUTRAL] And on that claim that was processed, it shows the benefit paid $44.04.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me read those remarks because I can see that you also uploaded some additional information, Ms. [PII].
[AGENT][NEUTRAL] Uh, it looks like you uploaded something else on the [PII], but that hasn't been reviewed yet.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] What was reviewed on the [PII] and we've issued that payment on that was received on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So the stuff that you submitted for us to look at on [PII], that hasn't been reviewed yet.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, so I, I know that I know they said they said they received it. I'm assuming they received it on the [PII]. I did upload it on the [PII].
[AGENT][NEUTRAL] Yes, now you should have received a notification on the [PII], but that would have been about the claim that we processed for the 40, for the benefit that I just gave you.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So there was, there was a slight overlap. We sent you a text message about the information that we had received on [PII] and it was reviewed on [PII], but the information that you uploaded on the [PII] hasn't been reviewed yet.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, OK, because I, I think it'll be a little more because uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me see, I, I went to the, I was, I had a hospital stay and I had to go back to [PII] twice, so.
[AGENT][NEUTRAL] OK, so if that's the information that you uploaded on the [PII], the last thing you sent to us, we haven't the examiners have not reviewed that yet.
[CUSTOMER][NEUTRAL] OK, OK. Well, that's all I needed to know.
[AGENT][NEUTRAL] Now
[AGENT][NEUTRAL] OK, well, again, if you have any trouble when you go to set up your profile, please call us back so we can try to help you or have it researched or both if you're not able to get fully into your portal, OK?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] I sure will, and thank you so much.
[AGENT][POSITIVE] Well, you're certainly welcome, Ms. [PII]. It was my pleasure in speaking to you. Is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, not at the time.
[AGENT][POSITIVE] OK, well then, thank you so much for calling APL and I hope you have a nice afternoon.
[CUSTOMER][NEUTRAL] OK bye bye.
[AGENT][NEUTRAL] Papa.