AccountId: 011433970860
ContactId: 6764a750-23e5-4243-9920-40ce69a0af90
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 364720 ms
Total Talk Time (AGENT): 209015 ms
Total Talk Time (CUSTOMER): 72692 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/6764a750-23e5-4243-9920-40ce69a0af90_20250603T18:37_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Yes ma'am, I keep trying to log on to the website and it's telling me that my information is not valid.
[AGENT][NEUTRAL] OK, so you're the insured and, uh-huh.
[CUSTOMER][NEUTRAL] I'm trying to, I'm trying to.
[CUSTOMER][NEUTRAL] I am, I am.
[AGENT][NEUTRAL] OK, so yes ma'am, there was.
[CUSTOMER][NEUTRAL] So I'm trying to check the status of the.
[CUSTOMER][NEUTRAL] As a claim
[AGENT][NEUTRAL] Cool, OK, yes ma'am. Well, I can help you with the portal. There was an update to it, but first I'll need to pull your information up and verify several things with you for security. So who am I speaking with please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Thank you. And Miss [PII], what's a good callback number for you?
[CUSTOMER][NEUTRAL] Um [PII].
[AGENT][NEUTRAL] Thank you, and your policy number, please?
[CUSTOMER][NEUTRAL] My policy number is let me get it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Policy number is 02281757.
[AGENT][NEUTRAL] OK, Ms. [PII], thank you. Give me a couple of moments to get your information pulled up.
[AGENT][NEUTRAL] And any information and statements that I do provide for you would be a verification of benefits and not a guarantee of payment. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And your zip code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right, thank you. The phone number that is on file for you is the same as the one you gave me, so that is the best number that we should have. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Thank you and lastly your email address and this does appear to be your work email, Miss [PII].
[CUSTOMER][NEUTRAL] Um, [PII] yeah I mean [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so on the portal, Miss [PII], there was an upgrade made to it, so what you will need to do is to just, you're gonna need to create a new profile in the portal so when that page pulls up instead of doing the log in.
[AGENT][NEUTRAL] You will select the create new account. I'm not sure how, give me just a second, create your OSC account and you will just follow the steps to create you a new profile. Now you will need to use your email address.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] That's on file which is your work email um to create your new profile, but once you do that then you should have access to your claims but I'll be happy to provide you any claim status that you were trying to check at the moment.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, it's the claim for you?
[CUSTOMER][NEUTRAL] Yes it is.
[AGENT][NEUTRAL] OK, and what was the date of service?
[CUSTOMER][NEUTRAL] Um [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you. Give me one.
[CUSTOMER][NEUTRAL] I'm not sure if I just didn't send everything in.
[AGENT][NEUTRAL] OK, I can check that for you. I mean, I'll be able to.
[AGENT][NEUTRAL] Let me search the data service and again you said it was [PII], is that correct?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. [PII]. OK, thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I do see that there was a claim that was processed on [PII] for you.
[AGENT][NEUTRAL] And that claim, there was a benefit paid in the amount of $300 on that claim.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, give me one moment.
[AGENT][NEUTRAL] And the remarks on that claim.
[AGENT][NEUTRAL] It shows that with this payment, the maximum ER benefit for the state of service was met.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] And the X-ray benefit was exhausted for this data service.
[AGENT][NEUTRAL] So yes, ma'am. And that
[CUSTOMER][NEUTRAL] So the X-ray benefit
[AGENT][NEUTRAL] Correct for this data service, yes ma'am. So again that was a $300 benefit paid and it should be for a direct deposit, I believe. Let me double check that.
[AGENT][NEUTRAL] And that through our nightly processing on Friday, that was the [PII]. So it's typically 2 to 3 business days for you to be able to, you know, receive that. But yes, it's did go for direct deposit, not a check.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, well thank you for your time. I'll try to log in with the um I'll try to make a new um profile.
[AGENT][POSITIVE] Absolutely. You're very welcome.
[AGENT][POSITIVE] Yes, ma'am and if you have any um issues with it, just give us a call back and we'll be more than happy to assist you with that.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] OK, I sure will thank you.
[AGENT][POSITIVE] All right, Miss [PII]. You're welcome. And can I help you with anything else this afternoon?
[CUSTOMER][NEUTRAL] No, no, ma'am, I think that's all.
[AGENT][POSITIVE] OK. Well then, thank you very much for calling APO and I hope you have a wonderful rest of your day.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Uh-huh, thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.