AccountId: 011433970860
ContactId: 5d5cd7a4-f182-4d58-934a-687168a5d325
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 948929 ms
Total Talk Time (AGENT): 217608 ms
Total Talk Time (CUSTOMER): 179124 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/5d5cd7a4-f182-4d58-934a-687168a5d325_20250404T21:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, I was trying to uh file a claim online.
[AGENT][NEUTRAL] OK, um, have you ever logged in online? Were you having some problems?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Well, it says uh it I went and it said it had a.
[CUSTOMER][NEUTRAL] Fault or something and it says give me this number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And technical issues or something like that.
[AGENT][NEUTRAL] OK, so were you able to get logged in or no?
[CUSTOMER][NEUTRAL] No, I got, I went through the password and name and stuff, and then when I put in all the, you know, the, the password and my name and stuff, they went to another screen and that's when I said that.
[CUSTOMER][NEGATIVE] It's having technical difficulties.
[AGENT][NEUTRAL] OK. What is
[CUSTOMER][NEUTRAL] So I never got actually I got all the information in there but it's not logged that mean it's not going anywhere after that.
[AGENT][NEUTRAL] OK, what's the policy number? OK.
[CUSTOMER][NEUTRAL] To make a new account.
[CUSTOMER][NEUTRAL] Policy
[CUSTOMER][NEUTRAL] I don't have that.
[AGENT][NEUTRAL] You don't have the
[CUSTOMER][NEUTRAL] You what do you need the policy number?
[AGENT][NEUTRAL] Yeah, the policy number or I can look you up by name if you don't have that.
[CUSTOMER][NEUTRAL] I don't, I mean, I got the Blue Cross Blue Shield card would be on there.
[AGENT][NEUTRAL] No, it wouldn't be on that card. What's your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then first name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, [PII], let me take a look.
[AGENT][NEUTRAL] What state do you reside in?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] All right, thank you. I believe I located your policy. For security, I do need to verify your date of birth and address, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] No jeez, I do a blank on my address.
[CUSTOMER][NEUTRAL] Uh, speaking of my work address, it's [PII].
[AGENT][POSITIVE] OK, great. Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] Did you try going from the beginning again to see because it doesn't look like you had ever signed in maybe before today.
[AGENT][NEUTRAL] Um, did you?
[CUSTOMER][NEUTRAL] So you do a new user?
[AGENT][NEUTRAL] Yeah try new user because I don't see I was looking to see if there was a user name associated with your policy and I don't see one.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] There's no user. I mean, uh, went into the new user and says no user name was found with.
[CUSTOMER][NEUTRAL] Enter uh information entered.
[AGENT][NEUTRAL] OK, uh
[CUSTOMER][NEUTRAL] And it gives me this number.
[AGENT][NEUTRAL] Uh, for the zip code, are you putting in [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] For the email, what were you putting in?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] OK. And then.
[AGENT][NEUTRAL] Date of birth [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then were you putting in the social?
[CUSTOMER][NEUTRAL] I'm
[CUSTOMER][NEUTRAL] OK so I do that about.
[CUSTOMER][NEUTRAL] Let me put social in.
[AGENT][POSITIVE] No worries.
[CUSTOMER][NEGATIVE] I put the wrong thing in the social.
[AGENT][NEUTRAL] OK, yeah, try your social there and then see if that works.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] That comes up the same thing.
[CUSTOMER][NEUTRAL] With the social, do you have the dashes in the social?
[AGENT][NEUTRAL] Mm, no, I think you should just be able to put the number in. We have [PII].
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] It still says the same thing?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] And it just keeps on popping up and give me this number.
[CUSTOMER][POSITIVE] Best service set for option 4.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] Mm, OK, let me.
[AGENT][NEUTRAL] Usually it'll just say that if the information doesn't match and I don't unders let me see here.
[CUSTOMER][NEUTRAL] Yeah, I did that after the 4th step or whatever when you go to.
[CUSTOMER][NEUTRAL] Just entered it in and said uh.
[CUSTOMER][NEUTRAL] Network issue contact service center or whatever.
[AGENT][NEUTRAL] So, we have your last name [PII] spelled as [PII] That's correct?
[CUSTOMER][NEUTRAL] Yep, [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So when you're um so I put your information on the site to try and do new user and it let me move forward.
[CUSTOMER][NEGATIVE] Oh, you did? Yeah, I won't let me do anything.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] What do you, I mean I can create the user name and password if you want me to.
[CUSTOMER][NEGATIVE] Yeah, if you can because I I've tried it twice and keeps kicking me back to your number.
[AGENT][NEUTRAL] Alright, so what do you want for the username?
[CUSTOMER][NEUTRAL] That was just my name.
[AGENT][NEUTRAL] Just first name last name?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then password.
[CUSTOMER][NEUTRAL] OK, because you gotta have numbers and letters.
[CUSTOMER][NEUTRAL] So I just figured out [PII] F.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And then lowercase a 2468 and then I did the percentage.
[AGENT][NEUTRAL] OK, so fall 2468% sign.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, with a [PII] F like Frank.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then it's asking for a primary phone and a text message phone. What would you like to put in as a primary phone?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then text message?
[CUSTOMER][NEUTRAL] Same phone.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK [PII], uh, try and log in using username is your first [PII] name with a [PII] at the beginning.
[AGENT][NEUTRAL] And then the password is the [PII] sign. It's a [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] Still ain't going.
[AGENT][NEUTRAL] Were you able to get in?
[CUSTOMER][NEUTRAL] Nope, it says either invalid username or password.
[AGENT][NEUTRAL] And your
[CUSTOMER][NEGATIVE] Oh, just wait a second. I, I, I that's a fat finger in the thing.
[CUSTOMER][NEUTRAL] One, give me a second here please.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Push the wrong buttons.
[AGENT][NEUTRAL] Any luck yet, [PII]?
[CUSTOMER][POSITIVE] Yep, uh, it, yep, it works.
[AGENT][NEUTRAL] OK, so once you're logged in and everything you should see that green button that says upload files that's where you're gonna submit all your claim information.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yep, let me in anyways, that's good.
[AGENT][NEUTRAL] All right, so, and it shows your policy, policy number, you can click on the policy number if you want to look at your policy certificate, uh, what is covered and included in your policy. All that information is right there for you, OK?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Any other questions, concerns?
[CUSTOMER][NEUTRAL] Well, I know when I get in here.
[AGENT][NEUTRAL] OK, well if you think of anything else feel free to give us a call.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] Yep.