AccountId: 011433970860
ContactId: 72b4aabc-b88a-48cb-8553-10a7c45f8d08
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 380579 ms
Total Talk Time (AGENT): 153465 ms
Total Talk Time (CUSTOMER): 138479 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/72b4aabc-b88a-48cb-8553-10a7c45f8d08_20250613T16:15_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, um, I'm trying to, uh, submit a claim and I went in to, uh.
[CUSTOMER][NEGATIVE] The online service center and it said I had an error.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I can assist you with that or verify your information. Give me one quick moment, please.
[CUSTOMER][NEUTRAL] So what is
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment, I'm sorry.
[AGENT][NEUTRAL] OK and your name is?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and do you have your policy number?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] people
[CUSTOMER][NEUTRAL] OK, my policy number is 254.
[CUSTOMER][NEUTRAL] 056 4.
[AGENT][NEUTRAL] OK. And Mr. [PII], verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK. Uh, my date of birth is [PII]. My address is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My email address is [PII].
[AGENT][NEUTRAL] OK, and when you try to set up on a new account were you using that email because I do show a different email address in our system it looks like a work email.
[CUSTOMER][NEUTRAL] Yeah, I tried to use uh
[CUSTOMER][NEGATIVE] Uh, I, that's the email I used. Uh, the other email, I'm no longer there because of my cancer. I can't work anymore.
[AGENT][NEUTRAL] OK. Uh, what's your other email address you said [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, the other address would have been [PII].
[CUSTOMER][NEUTRAL] Done.
[AGENT][NEUTRAL] And you say you're no lawyer, um, no longer there?
[CUSTOMER][NEUTRAL] Just to verify.
[CUSTOMER][NEUTRAL] Yeah, ma'am.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] Let me put in your uh [PII]. Give me one moment, OK?
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and Mr. [PII], I forgot to ask, do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII] OK thank you.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK, and on the site, you're at [PII], correct?
[CUSTOMER][NEUTRAL] Uh yes, ma'am.
[AGENT][NEUTRAL] OK. Uh, you have to select create your OSC account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] old
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And then select insured.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And then, uh, enter your information and enter that, um.
[AGENT][NEUTRAL] Your personal email address. Yes, sir, and see if that works.
[CUSTOMER][NEUTRAL] New email
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] It's set up.
[AGENT][NEUTRAL] OK, so it's letting you go to the next step?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK and then when you hit complete it should um it will send you a verification code to that email address and once you enter that code and verify it then you'll be able to put in your password or set up your password and then enter it again to confirm it.
[AGENT][POSITIVE] We should be good to go.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much. OK, hold on.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK, uh thank you for calling APL.
[CUSTOMER][NEUTRAL] What so.
[AGENT][POSITIVE] Oh, I'm sorry.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Uh, uh, my wife is here helping me. She's doing the typing and I was just, she had a question. This this will show us how to answer the claim. And then we can and once we go through all of this, uh, first, uh, to set up the new password and everything it'll show us how to do the claim.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, yes, sir. It should show a box like if you want to file a traditional claim or if you're trying to file a wellness claim.
[AGENT][NEUTRAL] And they would just follow the prompts, but it.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] She said she didn't see it.
[CUSTOMER][NEUTRAL] What's the difference?
[CUSTOMER][NEUTRAL] Now what is the difference between tradition.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] A traditional claim is like if, like for you, you have a cancer policy and you're just trying to submit charges or submit claim information for treatment you may have received or diagnosis. Uh, wellness claim is if you're trying to file for a wellness screening.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh, OK, it, it's gonna be a traditional dance.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well, we'll, we'll fill this in if we get stuck I'll call back.
[AGENT][NEUTRAL] OK, yes, sir. We'll be here at [PII] Central Standard Time.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Yes, sir, you're welcome. Thank you so much for calling APL. Y'all have a great day and weekend.
[CUSTOMER][POSITIVE] OK thank you
[CUSTOMER][NEUTRAL] You too, ma'am.
[AGENT][POSITIVE] Thank you. Bye.