AccountId: 011433970860
ContactId: 6ca39e69-e406-4a69-8941-b501d8509d73
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1056880 ms
Total Talk Time (AGENT): 154175 ms
Total Talk Time (CUSTOMER): 198234 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/6ca39e69-e406-4a69-8941-b501d8509d73_20250611T20:46_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, yes, uh, I am an employee, uh, well, was an employee of 365 data centers, and I'm trying to log back into the LP APL site, but.
[CUSTOMER][NEUTRAL] Um, I have a claim to file from when I was an employee, but now that I'm no longer an employee, I don't have access to my old email, so I'm having trouble logging into the site.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, um, let me check and see if it um if we can create 1 may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, my name is [PII].
[CUSTOMER][NEUTRAL] And I think in your system it also has a junior after the [PII]
[AGENT][NEUTRAL] OK, thank you. And may I have a callback number just in case we get disconnected? I'm assuming a call.
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Do you know the policy number?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] I have the group number is that what you need?
[AGENT][NEUTRAL] Um, no, it's gonna be the policy certificate. If you have a med link, it's gonna be on the bottom where it says inpatient, outpatient cert number, which is one of the two.
[CUSTOMER][NEUTRAL] I have in hospitals benefit cert number and outpatient benefit cert number. I have 2 separate numbers listed for each of those.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, you can give me either or. You can give me either or.
[CUSTOMER][NEUTRAL] OK, um, 0228.
[CUSTOMER][NEUTRAL] 461
[CUSTOMER][NEUTRAL] 9 ML 7.
[AGENT][NEUTRAL] OK, thank you, Minor. And may I have the date of birth, mailing address and email address for security.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Uh, say that again. I'm sorry, the date of birth was that?
[AGENT][NEUTRAL] Yes, date of birth, mailing address and email address.
[CUSTOMER][NEUTRAL] Sure, it's um date of birth is [PII].
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh, my mailing address is [PII].
[CUSTOMER][NEUTRAL] And my email is [PII] [PII] and I believe that the one on file is [PII].
[AGENT][NEUTRAL] Mm, no, it looks like we have your personal.
[CUSTOMER][NEUTRAL] OK, then it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect, yes. All right, thank you. Um, OK.
[CUSTOMER][NEUTRAL] OK, so I didn't realize in my home I might be able to log in then.
[AGENT][NEUTRAL] Uh, let me check because usually when your policy is no longer active, sometimes it will not allow you to create one. So let me check and see if that changed any, OK. So since we have a new portal, I'm just gonna check and see if it's possible now or if it's still the same thing, OK? So if you don't mind holding for me, let me get this information for you, OK?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you, you're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Mr. [PII]. OK, so yes, it looks like, yes, you're gonna be able to create it. Um, it didn't let me, so you can go ahead and um go to our website and click on create account.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] And then from there,
[CUSTOMER][NEUTRAL] Uh, create your OSD account that one.
[AGENT][POSITIVE] I see, yes, mhm, correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] From there you're gonna um she's insured.
[CUSTOMER][NEUTRAL] All right, I did that.
[CUSTOMER][NEUTRAL] Insured
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And then next.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's me.
[AGENT][NEUTRAL] And yeah, put all the information just like you gave me, gave it to me in the beginning. Uh, for your last name, it's gonna be uh your last name in Junior, like space [PII], OK?
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it says SN SSN or member ID. Do I?
[AGENT][NEUTRAL] S as in
[CUSTOMER][NEUTRAL] Need to put
[CUSTOMER][NEUTRAL] Is OK.
[CUSTOMER][NEUTRAL] Complete your account.
[CUSTOMER][NEUTRAL] Ha
[CUSTOMER][NEGATIVE] OK OK I'm at the part where it's trying to set up a new password and it doesn't seem to be sending.
[CUSTOMER][NEGATIVE] The ver or at least the verification code it's not coming through in my email.
[AGENT][NEUTRAL] OK. How long has it been since you founded?
[CUSTOMER][NEUTRAL] Uh, maybe a minute or so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It usually takes a couple of minutes to get there.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And uh sometimes Comcast smells very sluggish.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do you know how to refresh it?
[CUSTOMER][NEUTRAL] Yes, I refreshed a few times.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, just double check spam folder.
[CUSTOMER][NEUTRAL] Not there.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Huh, OK. Microsoft on behalf of, OK, just came through.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 3868.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Now it's asking me for displaying.
[CUSTOMER][NEUTRAL] I don't know what they mean by that.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Um, you can put your full name, that's just the name that you want to be displayed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Put a nickname or whatever you want to put in there. And then the other two ones, one is gonna be your first name and the other one is your last name. Mhm.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I agree.
[CUSTOMER][NEUTRAL] Acount is being successfully created going to dashboard uh I log in again.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Verification code again.
[CUSTOMER][POSITIVE] Oh here we go.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, it looks like I am completely in.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] And now, uh, start your claim, OK.
[AGENT][NEUTRAL] Mhm. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, I think that was it. Um, I, I familiar, yeah, uh, I've filed plenty of claims before, so that shouldn't be a problem. I just needed help getting in.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. OK, well you have a good afternoon, OK, and thank you for calling APL.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Thank you. Appreciate that. Bye-bye.
[AGENT][POSITIVE] You're welcome. No problem. Bye bye.
[CUSTOMER][NEUTRAL] OK.