AccountId: 011433970860
ContactId: 5dcbee2b-5b82-41b3-868e-b21c0c936dd6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 938979 ms
Total Talk Time (AGENT): 246405 ms
Total Talk Time (CUSTOMER): 335355 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/5dcbee2b-5b82-41b3-868e-b21c0c936dd6_20250611T13:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I was trying to log into my APL and I guess uh from the last time I guess y'all updated.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Or got a
[CUSTOMER][NEUTRAL] And it won't let me in.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you by chance have your policy number? I can pull up your information.
[CUSTOMER][NEUTRAL] Well, we have a couple of policies, but the one policy number I got with me.
[CUSTOMER][NEUTRAL] Uh, it's 784-046. Now that's my cancer policy.
[AGENT][POSITIVE] OK, that works.
[CUSTOMER][NEUTRAL] But we also have a cost, OK.
[AGENT][NEUTRAL] All right. And then if I could just verify uh your first and last name, date of birth.
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] My date of birth is [PII]. It should be a family thing, so it's me and my husband.
[AGENT][NEUTRAL] OK perfect and then if you could verify the physical address and email we should have on file.
[CUSTOMER][NEUTRAL] OK, I'm hoping that this address is correct because we've moved uh [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then the email associated with it should be [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Yup. All right.
[CUSTOMER][NEGATIVE] Because I just got I just got a deposit from y'all and I'm getting emails. It just won't let me in because I need to file another claim.
[AGENT][NEUTRAL] OK, yeah, so we, we, we did change the site and so everybody's having to create new um login information so going for.
[CUSTOMER][NEGATIVE] And I can't get in there.
[CUSTOMER][NEUTRAL] And I tried to do that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you by a computer where we can try and get you into this because you would have to have access to your email.
[CUSTOMER][NEUTRAL] Well, I'm on my phone right now uh but I can't get to a computer here and just it take me a couple of minutes.
[CUSTOMER][NEUTRAL] Um, that's what I was on was trying to do it.
[CUSTOMER][NEUTRAL] And and I even done a like that where it sent you the verification.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it wouldn't do it then either, so give me just a minute and I can.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Because I had tried to file a claim and apparently y'all needed more info, so.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I was trying to resubmit all that.
[AGENT][POSITIVE] You're OK, I got you.
[CUSTOMER][NEUTRAL] Uh, just that I'll be there.
[CUSTOMER][NEUTRAL] Where I work at, it's, it's
[CUSTOMER][NEUTRAL] Like the size of a ball. And I was way out back and I gotta walk to the other side.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I've done that so where I, you know, I've got other people in the room with me, so.
[CUSTOMER][NEUTRAL] Y'all are on the post when I work.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] We were, we were having some issues in the beginning portion of the week just because um
[CUSTOMER][POSITIVE] Alright, almost done.
[CUSTOMER][NEUTRAL] Literally, I've been on it.
[AGENT][NEUTRAL] You know,
[AGENT][NEUTRAL] It was just, yeah.
[CUSTOMER][NEUTRAL] Every day
[CUSTOMER][NEUTRAL] Until, um, and I was off last week and I go to try to update it.
[CUSTOMER][NEUTRAL] And it wouldn't.
[CUSTOMER][NEUTRAL] Everything changed.
[CUSTOMER][NEUTRAL] So, uh.
[CUSTOMER][NEUTRAL] For a
[CUSTOMER][NEUTRAL] Yeah, it keeps telling me er I know you.
[CUSTOMER][NEUTRAL] Alright, so
[CUSTOMER][NEUTRAL] Alright, so I, I've got it pulled up. I go to sign in.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then it says log in or create your OSC.
[AGENT][NEUTRAL] Right, so you need to click create OSC because you haven't done that yet, right.
[CUSTOMER][NEUTRAL] So I guess
[CUSTOMER][NEUTRAL] I've done that.
[CUSTOMER][NEUTRAL] OK, I've already tried this part, so where do you want me to put?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Like my group
[CUSTOMER][NEUTRAL] Number or or which one do I click on now?
[AGENT][NEUTRAL] Um, so then you click on which role best describes you. You're an insured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then in this portion you wanna put um the social for whoever the subscriber is, so it looks like that.
[CUSTOMER][NEUTRAL] I don't, I
[CUSTOMER][NEUTRAL] That's trip, so.
[CUSTOMER][NEUTRAL] And see I done this part yesterday too. Do I put dashes in here?
[AGENT][NEUTRAL] For the the social?
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][NEUTRAL] Yeah, or does it all run together?
[AGENT][NEUTRAL] You should, yeah, it all runs together.
[CUSTOMER][NEUTRAL] OK, because I tried both ways yesterday, OK. And then I put his date of birth in there.
[CUSTOMER][NEUTRAL] Take me a minute to get to.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] And like the last name.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And I put
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] But when I hit next, I'm telling you it's not gonna take it because I tried this yesterday.
[CUSTOMER][NEUTRAL] Says error no user was found with the information that was entered. Please try again or call this [PII] number. That's the reason I called y'all.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Now I'm gonna tell you a lot, a lot of people get his name mixed up. So his name is [PII], and they even do it at the hospital. They'll put [PII].
[CUSTOMER][NEUTRAL] We might look at that and make sure that that gets messed up.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Let me see
[CUSTOMER][POSITIVE] I have it all the time.
[AGENT][NEUTRAL] I wonder if that's it.
[CUSTOMER][NEUTRAL] I mean, even the cleaners does it to it.
[CUSTOMER][NEUTRAL] Or, or I did not put a 3rd. Do I need to put a uh a 3rd after this fluid maybe?
[AGENT][NEUTRAL] Well, that's what I was double checking on is how exactly
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] The last name is in here because maybe it's the 3rd that we need to add because it has to match exactly and I was trying to walk through it with you.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Now when I put a 3 out uh like 3 capital I's.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] It doesn't.
[AGENT][NEGATIVE] It doesn't do anything.
[CUSTOMER][NEUTRAL] Um, let me try one.
[CUSTOMER][NEUTRAL] But on my card, it shows like 3 capital I.
[AGENT][NEGATIVE] Yeah, it does on here too. I see it's still not working.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] OK, let me see. Um.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And you had that zip code is [PII], correct?
[AGENT][NEUTRAL] Mhm, yeah.
[AGENT][NEUTRAL] Cause that's been the most common issue has been um
[AGENT][NEUTRAL] Yeah, just the information not matching, but it looks like that's not the issue here. So I'm trying to figure out if there's any other troubleshooting that we have to.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, I'm looking to see if maybe.
[AGENT][NEGATIVE] It's something an IT is probably maybe gonna have to fix because I don't see anything.
[AGENT][NEUTRAL] match on here, so.
[CUSTOMER][NEUTRAL] Now when I put this last name do I need to put all capital?
[AGENT][NEGATIVE] It shouldn't be case sensitive. Yeah. No, it shouldn't be case sensitive.
[CUSTOMER][NEUTRAL] Maybe
[AGENT][NEGATIVE] Cause I walked through it and tried to do it, and it's giving me the same error message, so something.
[AGENT][NEUTRAL] It's, it's.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so what I'm gonna have to do is um send this over to IT to give you a call back so they can get this corrected and get you access granted into the online service center. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, um, it may take about 24 hours to get a call back if you needed Crystal to send information, of course you can fax it, but I totally understand if you'd rather just wait for access to online, um, to do that.
[CUSTOMER][NEGATIVE] Well, I've been trying to submit something for November, and every time I talk to somebody they don't give me enough info of what y'all need. And so I've been fighting with y'all since November trying to get, get y'all what you need.
[CUSTOMER][NEUTRAL] Because you can't just go to the
[CUSTOMER][NEUTRAL] You know, hospital and get records anymore. You got to go take the act of Congress.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] You gotta go through like my chart and stuff and every time I think I got what y'all need, you end up needing more.
[CUSTOMER][NEUTRAL] So I've submitted this thing probably 5 times so.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I've been this long, so what's 24 more hours and my nerves.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEGATIVE] Yeah, y'all, y'all are really not good at explaining what you need.
[AGENT][NEUTRAL] Did you need, did you need me to check on a claim, or?
[CUSTOMER][NEUTRAL] Yes, ma'am. OK.
[CUSTOMER][NEUTRAL] Well, y'all told me that you needed something else so I've got that something else and I just need to resubmit it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] This time I'm going to tell you it's about 1000 pages.
[CUSTOMER][POSITIVE] Cause I made sure that I just got everything there was.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then y'all have to dig through it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Totally.
[CUSTOMER][NEGATIVE] Because I'm tired of fooling with it because it, it's almost to the point where I just wanna cancel it because it's not worth it having to deal with y'all.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And get my blood pressure up every time I do it.
[AGENT][POSITIVE] I'm sorry. OK. Yeah, I mean, you can definitely send everything that you have and you know, they'll just have to go through it. So I apologize that.
[CUSTOMER][NEGATIVE] So I say because I'm tired of messing with it.
[AGENT][POSITIVE] Absolutely, I hear you. OK, um, well, I will, you know, put in there that, you know, um, for them to give you a call back as soon as possible on this and that, you know, you've been trying all week long and you're frustrated with it, so I, I do apologize.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] OK, well thank you Ms. [PII].
[AGENT][POSITIVE] Uh-huh. You're welcome.
[CUSTOMER][POSITIVE] Alrighty bye bye.
[AGENT][NEUTRAL] Bye bye.