AccountId: 011433970860
ContactId: 79442293-9cc4-4871-b709-bdcbd0b65536
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216850 ms
Total Talk Time (AGENT): 111771 ms
Total Talk Time (CUSTOMER): 115555 ms
Interruptions: 5
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/79442293-9cc4-4871-b709-bdcbd0b65536_20250603T13:39_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi yes I'm hoping you can help me so I opened a couple claims recently under my coverage that I have with your organization.
[CUSTOMER][NEGATIVE] I got a letter in the mail and I went to go upload the request for explanation of benefits and it's telling me that I don't have a policy. I keep trying to sign in and they're sending me codes to my email then they're saying that that's not an email that has an account, so I'm really confused.
[AGENT][NEUTRAL] OK, well, we are having OSC website problems at the moment, so that, uh, it's probably what it is, but go ahead and give me your name and your policy number.
[CUSTOMER][NEUTRAL] OK. My name is [PII]
[CUSTOMER][NEUTRAL] I have a policy number here 02603763.
[AGENT][NEUTRAL] Alrighty, [PII], thank you for that. Now, while I am keying this in, go ahead and give me a good return telephone card number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, and go ahead and verify your date of birth and address.
[CUSTOMER][NEUTRAL] My date of birth is [PII] and then my address is [PII].
[AGENT][NEUTRAL] Uh, we have all that information correct. OK, [PII], thank you for all that information, but yeah, we are having OSC, uh, problems, um, because we updated it. I started effecting Monday, so I know that they are working on it. um, we've gotten several calls this morning where the OSC is not working correctly, so they're they're just they're just asking to bear with us while we try to fix the problem and maybe try this afternoon and hopefully it will be working.
[CUSTOMER][NEUTRAL] OK, because it's showing that I need to upload my explanation of benefits, is there an email that I can send that to instead or should I wait?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, I can, well, we, you, you can't email it. It's either mail it by regular mail or upload it one or the other, yeah, but hopefully, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Or upload it then I'll wait to upload it.
[AGENT][NEUTRAL] Yeah, OK, just try back this afternoon, right.
[CUSTOMER][MIXED] OK, but you are seeing.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] You're seeing my email address as [PII], correct?
[AGENT][NEUTRAL] Let me make sure that that's right. Let's see. Yup, that is what we have. [PII]. So yeah, we, we have all your information correct. It's just that we're like I said, they're, they're just working on updating that OSD so. Yes, ma'am, I would just give it, if not this afternoon, it may be tomorrow, but yeah, just keep, keep checking, but yes, sir, yes ma'am, we do. We are aware of that problem.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] They're just having difficulties.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] OK. I just got worried because it was saying it couldn't find my account and I was like, oh, I'm calling.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am. That's OK. I always call when something don't work, [PII], OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] All right. Well, you're welcome, [PII], and is that all I can help you with?
[CUSTOMER][POSITIVE] That's it. Thank you.
[AGENT][POSITIVE] OK. Oh, yes, ma'am, and you have a great day, [PII]. OK, bye-bye.
[CUSTOMER][NEUTRAL] Bye. Bye.