AccountId: 011433970860
ContactId: 76ea4b0c-c4bb-4d09-a3b8-c7ce779e6c1a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 487739 ms
Total Talk Time (AGENT): 214078 ms
Total Talk Time (CUSTOMER): 278433 ms
Interruptions: 8
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/76ea4b0c-c4bb-4d09-a3b8-c7ce779e6c1a_20250603T21:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, ma'am. My name is [PII], and I've been trying to, I guess I need to create me that OSC account.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Is that what? OK. And oh, I think maybe at one time I had, I had typed my email in there wrong and put uh instead of [PII], I put [PII] That's the only thing I can figure out because it keeps telling me my email is wrong. So can you check that and see.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, of course.
[AGENT][NEUTRAL] OK, so,
[AGENT][NEUTRAL] Oh yeah we can absolutely verify that what we have in our system is correct um I will say though that um if you had created an account before you would have to have created a new one as of yesterday our website went through a big change um so you would have to create a new account so it wouldn't be your existing information.
[CUSTOMER][NEGATIVE] Well, that's what I'm trying to, that's what I'm trying to do. But when I, when I do that, it says my email is wrong.
[AGENT][NEUTRAL] OK, sure.
[AGENT][NEGATIVE] Gotcha.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yeah, so we can.
[CUSTOMER][NEGATIVE] And they don't find my account.
[AGENT][POSITIVE] No worries, we'll go ahead and get that pulled up and just verify that what we have is correct um can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you and then do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, yes, I do. Uh.
[CUSTOMER][NEUTRAL] 1591
[CUSTOMER][NEUTRAL] 914.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] Alrighty, then I'm just gonna ver some information really quick. Uh, can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address we've got on file for you and it is that [PII] account.
[CUSTOMER][NEUTRAL] Yes, it should be [PII]. Did I accidentally put two M's in there?
[AGENT][NEUTRAL] No, ma'am, that is how we have it. It's um [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, that is.
[AGENT][POSITIVE] OK, yeah, so that's exactly how we have it.
[CUSTOMER][NEUTRAL] And uh I knew that I, I knew I had some email addresses, uh, I mean some emails from y'all even after I texted that wrong, I guess I figured it out. But then when I start to do this and let me go back into my APL thing here, I go in and it asked me to create your OSC account. That's what I'm supposed to do, right?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and then I go to insured.
[AGENT][POSITIVE] Yes, that top option, it should be the first one.
[CUSTOMER][NEUTRAL] But I'm on the, I think.
[CUSTOMER][NEUTRAL] I ported it up from a group from [PII] when I retired, but
[AGENT][NEUTRAL] Oh that's OK. You would still select insured, yes, so a group would be for someone who is representing an entire group as a whole so insured is just you and your policy that's what that means.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, alright, I've done that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, then it asked for my last name.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Which is [PII] and they ask for my social security number or member ID and I don't know that I have a member ID so I've been putting.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] You do not, um, so it would be yes it would be your social now I can go ahead and verify that what we have on our system is correct whenever you're ready.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let's see [PII].
[AGENT][NEUTRAL] OK, I've got your social as.
[AGENT][NEUTRAL] [PII], is that correct?
[CUSTOMER][MIXED] That's right, that's right. But when it comes up, it, it tells me what's wrong is my email address.
[AGENT][POSITIVE] OK awesome yes.
[AGENT][NEUTRAL] OK and you are putting this.
[CUSTOMER][NEUTRAL] So now it asked me for my email.
[AGENT][NEUTRAL] OK, you are putting them on the roads. Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, [PII] and they asked for my birthday.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] So I get that and then I say that and then it says complete your account set up. I go continue.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then it asked for my email address again to log out to send a verification code.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what happens when you enter in that email to send the verification code to?
[CUSTOMER][NEUTRAL] Then, uh, let's see if I get a verification code. I don't tell me I'm gonna get it this time after calling you. I think, oh, I deleted that, but I can go my trash and get it.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And verify code.
[CUSTOMER][NEUTRAL] Email address well right now it says I can continue.
[CUSTOMER][NEUTRAL] I guess I just needed to call you.
[AGENT][NEUTRAL] You just need to call me. You did that's all it needed.
[CUSTOMER][NEUTRAL] Because I've seen about 3 or 4 times, yeah.
[AGENT][NEUTRAL] I believe you trust me it well it just rolled out yesterday, so it's bound to have some kinks uh here and there so it's perfectly fine um otherwise though that's gonna be the only difference, um, is that when you go to log in if you would just put that email and then your password instead of a user name.
[CUSTOMER][NEUTRAL] But, OK.
[CUSTOMER][NEUTRAL] And I wanted to, I wanted to tell somebody something. I don't think this is the right place, but uh
[CUSTOMER][NEUTRAL] I filed a claim. I had forgotten that we could file those claims on those wellness things since I've retired and I haven't been there, so I filed some a some that. And I went ahead and included when I had a biopsy on my breast and that may have been, I may have claimed that when I did my cancer claim about 8 years ago. So they'll catch that and won't pay that right if I've already done it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] If it was a duplicate, yes, it would simply register as a duplicate um and of course I am showing we received, um, quite a bit of claim information on let's see, uh, was that [PII] and it is currently being processed as we speak, um, generally can take about 7 to 10 business days for that information to complete processing uh you can keep an eye on that status on our website.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's OK. I just felt kind of bad about putting that one on there cause I kept thinking, I may have filed that but I wasn't sure. So, but.
[AGENT][NEGATIVE] Oh yeah, no, no, no.
[AGENT][NEUTRAL] No.
[AGENT][POSITIVE] Don't feel bad. I always say if it's better to have more information than not enough, and if there was that chance that you didn't, then you get that money and we don't mind, we don't mind going through all that that's not a big deal.
[CUSTOMER][NEUTRAL] I, right, I filed, I filed my claims for my cancer policy when I had breast cancer in [PII], [PII]. But I had forgot about all these others and I haven't filed a one since I quit work. So I, I called them up as much as I could.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 17, OK.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Absolutely, yeah, you've been paying for this policy. I to take advantage of it. Yes, ma'am.
[CUSTOMER][NEUTRAL] But anyway, I.
[CUSTOMER][POSITIVE] OK. Well, thank you very much for the help or whatever you did.
[AGENT][POSITIVE] Yeah, you are very welcome. Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Your magic.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] It's OK. No