AccountId: 011433970860
ContactId: 761c74ca-e855-475f-91b6-da3186ed2e14
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 848969 ms
Total Talk Time (AGENT): 214232 ms
Total Talk Time (CUSTOMER): 177703 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=-1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/761c74ca-e855-475f-91b6-da3186ed2e14_20250611T13:55_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hi, I usually go online to submit claims, and, and then when I go in now I guess you changed your website and it's asking me to put in my email address instead of a user ID and I can't.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] Can't do that because I do that I put my email address and the password and then it shows that um I don't have an account.
[CUSTOMER][NEGATIVE] So I don't know and then I try to create accounts and then it's telling me you can't find me, so I don't know what to do.
[AGENT][NEUTRAL] OK. I mean
[AGENT][NEUTRAL] OK, let me take a look at that. Could I get your first name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And [PII], if I could get a callback number for you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is your policy number with us?
[CUSTOMER][NEUTRAL] Oh, let me get it out. Hold on.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] 01660290
[AGENT][NEUTRAL] And if you could verify your date of birth, please.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying the account, um.
[AGENT][NEUTRAL] So you're calling in reference to the.
[AGENT][NEUTRAL] Uh, online service center and so when you put in the email address, are you not remembering what email address is set up or what you're putting in the correct one from your understanding and it's not letting.
[CUSTOMER][NEUTRAL] No, it says that
[CUSTOMER][NEGATIVE] It's when I go put my email address in and my password it just tells me that I don't have an account.
[AGENT][NEUTRAL] OK, let me see
[AGENT][NEUTRAL] Hold one moment for me and let me take a look at um the policy or the account really quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK [PII], thanks for holding I do apologize for the wait um and can you verify the email address you're using?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and let's try to.
[AGENT][NEUTRAL] I'm trying to see if it's telling you you have to create a new account.
[CUSTOMER][NEUTRAL] I try to do that and then it tells me I
[CUSTOMER][NEUTRAL] I, I don't, I'm not in the system.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Let's try it again while you're on the phone let me see if I can look at these steps and just make sure we're.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK. Doing it right?
[AGENT][NEUTRAL] Uh, OK, so go ahead and, uh, you know, create, create the account.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] Um, I press.
[AGENT][NEUTRAL] And then you choose insured.
[CUSTOMER][NEUTRAL] Insured, yeah.
[AGENT][NEUTRAL] OK and then let's see next.
[CUSTOMER][NEUTRAL] I now
[AGENT][NEUTRAL] It's asking for required information.
[CUSTOMER][NEUTRAL] No, I put my.
[CUSTOMER][NEUTRAL] So I don't have a member ID so I've been, I don't know that number so I just type in my.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Last name?
[CUSTOMER][NEUTRAL] Social Security.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I did my last name.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] My zip code?
[AGENT][NEUTRAL] Now the social
[CUSTOMER][NEUTRAL] My email address.
[AGENT][NEUTRAL] So, let me give you your member ID because
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh
[AGENT][POSITIVE] Bless you.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] That's OK, um, because the social would have to be the social of the policyholder, which is [PII]. Do you have
[CUSTOMER][NEUTRAL] OK yeah.
[AGENT][NEUTRAL] His social.
[CUSTOMER][NEUTRAL] I, I do. I only put his in. OK.
[AGENT][NEUTRAL] OK, OK. uh, let's see, and then the email address is correct.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] And then it would be his date of birth.
[CUSTOMER][NEUTRAL] His date of birth, not mine.
[AGENT][POSITIVE] Yeah, correct.
[CUSTOMER][NEUTRAL] And my email address or?
[AGENT][NEUTRAL] Yeah, I show the email address that you verified is the one you guys have on file so that would be for the entire account, so that is the correct email address.
[CUSTOMER][NEUTRAL] His
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, because I'm the one doing everything, not him.
[CUSTOMER][NEUTRAL] Alright, why do I have an error?
[CUSTOMER][NEGATIVE] No use it found with this information.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] How
[AGENT][NEUTRAL] OK. Hmm.
[CUSTOMER][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Member ID not policy number. What does it say?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm let me see.
[CUSTOMER][NEUTRAL] 088548786. I'm sure that's his number.
[AGENT][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] And I just put spaces between it.
[CUSTOMER][NEUTRAL] I don't know let's see.
[CUSTOMER][NEUTRAL] Uh, why is it coming up on?
[CUSTOMER][NEUTRAL] That's not it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Yeah, 548786. I am doing it right.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Why is it not working?
[AGENT][NEUTRAL] And what do you, let me just make sure our information is, you know, sometimes things can be off his date of birth. What, what are you entering for date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Just making sure there's nothing off on our side, you know.
[AGENT][NEUTRAL] Um, but everything you're, you're saying you're putting in is definitely, um,
[CUSTOMER][NEUTRAL] Yeah, I mean, I even
[AGENT][POSITIVE] It's all the correct information.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Let's say no user found with the information that was entered. Please try again if this if the error persists with more customer service.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, hold, uh, let me, let me put you on hold one more time before transferring you over to customer service.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me make sure, OK.
[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] Oh my gosh.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Hi, this is [PII].
[AGENT][NEUTRAL] Hi, [PII], this is [PII] in claims. I have an insured online.
[AGENT][NEUTRAL] And I just, I'm not sure about the, OK, so with the, the OSC are they having to recreate an account?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] They do, yes.
[AGENT][NEUTRAL] OK. OK. So I'm walking her through the steps. I just want to make sure I'm like, maybe that's not what they're supposed. OK, I've walked her through the steps. We've gone through it.
[AGENT][NEUTRAL] Two times. She's had done it before, but
[AGENT][NEGATIVE] It's still telling her she's not down and to contact customer service.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK. What is that policy number?
[AGENT][NEUTRAL] It is 166.
[AGENT][NEUTRAL] 0290.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Is it [PII] on the phone?
[AGENT][NEUTRAL] [PII] is on the phone.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I can speak with her.
[AGENT][NEUTRAL] OK, let me get her.
[CUSTOMER][NEUTRAL] Just see what might be going on.
[AGENT][POSITIVE] Let's see, how do I, OK, here she comes. Thank you.