AccountId: 011433970860
ContactId: 80aca15b-129f-4797-8f83-1c66db331551
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 994380 ms
Total Talk Time (AGENT): 206413 ms
Total Talk Time (CUSTOMER): 502735 ms
Interruptions: 4
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/80aca15b-129f-4797-8f83-1c66db331551_20250625T17:23_UTC.wav
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[CUSTOMER][NEUTRAL] 12.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I was calling to try to get some information on how to use the new system.
[AGENT][NEUTRAL] OK. And do you have your policy number?
[CUSTOMER][NEUTRAL] I do, just a minute, let me.
[CUSTOMER][NEUTRAL] Put it up here.
[AGENT][NEUTRAL] It
[CUSTOMER][NEUTRAL] Uh, let's see here.
[CUSTOMER][POSITIVE] The good fibers that they prebiotic fiber gently nourishes the gut, working with your body to help you flourish.
[CUSTOMER][NEUTRAL] Yeah, it's uh 120.
[CUSTOMER][NEUTRAL] 6176.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] OK. Could I get your name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK, thank you, Mr. [PII]. And then can you verify your address and email address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Email [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Have you created your account?
[CUSTOMER][NEUTRAL] And I.
[CUSTOMER][POSITIVE] Yes, I'm in it now.
[AGENT][NEUTRAL] OK. Um, are you wanting to file a claim or?
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] No, no, I, I've found, I, I've, I've done that, know how to do it. What I was trying to do is, uh, I used to be able to pull up the support that I sent or pull up the information you guys send me about.
[CUSTOMER][NEUTRAL] And I don't know what you call it, but if it was, it's a uh phone.
[AGENT][POSITIVE] I like the explanation that showed.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] How do I get to that now?
[AGENT][NEUTRAL] Um, so you're wanting to see like the explanation of how your claim processed?
[CUSTOMER][NEUTRAL] Especially if you take medicine.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, um, so if you'll go to dashboard and then there should be my details and then claims tab.
[CUSTOMER][NEUTRAL] depression.
[CUSTOMER][NEUTRAL] OK, I see my details and I see claims, yes.
[AGENT][NEUTRAL] OK, so if you'll click on claims.
[CUSTOMER][NEUTRAL] OK, I click on claims, OK.
[AGENT][NEUTRAL] And then it should show like the claims that have been processed under your policy. It might take a while to load.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Yeah it shows all open and processed.
[AGENT][NEUTRAL] OK, um, so then if you wanna look at process claims then you'll um go there you should be able to click on your claim.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] OK, I'm gonna click on.
[CUSTOMER][NEUTRAL] OK. I click on process and it's spinning.
[AGENT][NEUTRAL] OK, it's gonna, it's gonna it might take a moment to pull in all your information.
[CUSTOMER][POSITIVE] I would love you
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So once it pulled that in, is it gonna have a place where I can.
[CUSTOMER][NEUTRAL] Looks like I did it one time and they had a download but I could download something.
[CUSTOMER][NEUTRAL] And when I downloaded a document, I saw
[CUSTOMER][NEUTRAL] The explanations, but I'm not, I don't, I just kind of fumbled upon it, so I'm trying to see.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Is it the proper way to do it and how do I do it? It's still spinning, so we'll see what happens.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, it might take a while because it looks like we've got a lot of uh claims on file. So um once it comes up, yes, you should be able to click on whatever date you're wanting to look at and then it'll um you can look at the document.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Pull it up.
[CUSTOMER][NEUTRAL] OK. So it shows a date.
[AGENT][NEUTRAL] Um, yes.
[CUSTOMER][NEUTRAL] I mean, which date, which date do I click on the completed date or the earliest service date or date received?
[AGENT][NEUTRAL] Um, so, are you wanting to look at a specific date of service, like when you went to the doctor?
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] To take over. I, I just wanna look that form that OK it stops spinning now so let's see what's on here.
[CUSTOMER][NEGATIVE] OK, now, it stops spinning.
[CUSTOMER][NEUTRAL] And it has some on there.
[CUSTOMER][NEUTRAL] I'm trying to find something that's hyperlinked. I don't see anything that's, in other words, let me click on it.
[CUSTOMER][NEUTRAL] I'm looking all the way down the uh different claims, claim numbers.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] But I don't see anything that I can click on.
[CUSTOMER][POSITIVE] Great
[CUSTOMER][NEUTRAL] You know, there's hyperlink.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] What should I do from here then?
[CUSTOMER][NEUTRAL] I'm more processed.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Claims.
[AGENT][NEUTRAL] OK, so it won't let you click on anything?
[CUSTOMER][NEUTRAL] No, nothing is hypoli.
[CUSTOMER][NEUTRAL] Uh, for instance, um, the first claim I see is 361-405-2.
[AGENT][NEUTRAL] OK. Um, let me see.
[CUSTOMER][NEUTRAL] And that's one y'all paid on already and I was trying to uh.
[CUSTOMER][NEUTRAL] I was trying to uh look at the explanation.
[CUSTOMER][NEUTRAL] See this.
[CUSTOMER][NEUTRAL] There's no.
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Oh for cancer.
[CUSTOMER][NEUTRAL] So just a company.
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] And what end game is weird that.
[CUSTOMER][NEUTRAL] He is the general city.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] CIA.
[CUSTOMER][NEGATIVE] You would come before this committee and refuse to.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] you could say there's an argument, but that's.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let's
[CUSTOMER][NEUTRAL] Uh, you say to send their ship and and.
[CUSTOMER][NEUTRAL] defend or attack.
[CUSTOMER][NEUTRAL] To acknowledging.
[CUSTOMER][NEUTRAL] this
[AGENT][NEUTRAL] OK, uh, can I place you on a brief hold real quick?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you. Hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, so sorry about that. OK, um, let me log this with our IT department because I, you should be able to click on the claims and pull it up. um, does it give you any claim?
[CUSTOMER][NEUTRAL] The the claim number?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Click on the claim number. Yes, the claim number is not hyperlink. I, I'm gonna put the cursor on it and I click on it and nothing happens.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, it should, does it say anything? Does it say download documents in the upper right?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, and that's what I was looking for because when I go to my details.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] If I go to my details and look at my.
[CUSTOMER][NEUTRAL] My, uh,
[CUSTOMER][NEUTRAL] Uh, policy detail.
[CUSTOMER][NEUTRAL] It it's spinning, but it has a download document that comes up with it.
[CUSTOMER][NEUTRAL] Well, and I was hoping to find the same thing with
[CUSTOMER][NEUTRAL] Uh, the claims.
[CUSTOMER][NEUTRAL] If you, if you go to my details.
[CUSTOMER][NEUTRAL] And, and see, it has download document.
[CUSTOMER][NEUTRAL] So basically it showed me what my payment for next for uh September will be.
[CUSTOMER][POSITIVE] So I can download that and know when you know when to pay my next premium.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] But that this and so I was hoping.
[CUSTOMER][NEUTRAL] That we had the same kind of thing.
[CUSTOMER][NEUTRAL] On processed claims.
[AGENT][NEUTRAL] Um, click on
[CUSTOMER][NEUTRAL] And if
[AGENT][NEUTRAL] Uh, can you click on your open claims?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] What does that come up?
[CUSTOMER][NEUTRAL] OK, and they shows pending. I got several and other pending.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Nothing's
[CUSTOMER][NEUTRAL] And uh there there's there's no there's no hyperlink.
[CUSTOMER][NEUTRAL] To create
[CUSTOMER][NEUTRAL] It just shows the uh pending no claim number.
[CUSTOMER][NEUTRAL] Uh, and it says that it's been uploaded, the status has been uploaded.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] To claim. So yes, I can, I can go to and I can also go to alls.
[CUSTOMER][NEUTRAL] And it shows the uh.
[CUSTOMER][NEUTRAL] First issue on the pending ones.
[CUSTOMER][NEUTRAL] And then it gets into the claim ones.
[CUSTOMER][NEGATIVE] And the claim one still just, well, nothing shows um where you can download, I mean, upload a document.
[CUSTOMER][NEUTRAL] On the uh
[CUSTOMER][NEUTRAL] On the uh
[CUSTOMER][NEUTRAL] They all
[CUSTOMER][NEGATIVE] So I think something is not something that's not operating right.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] On that so that I could see, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, you won't, you won't be able to upload documents to a claim, um, to a specific claim, but I
[CUSTOMER][NEUTRAL] Yeah, I, I, I, yeah, yeah, yeah, I understand that. I'm just saying I should be able to see what's been processed.
[AGENT][NEUTRAL] Right, yes.
[CUSTOMER][NEUTRAL] And look at the, the uh explanation of that.
[AGENT][POSITIVE] Yes, that's correct. Um,
[CUSTOMER][NEUTRAL] And that's what I'm not like yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, let me ask you this, uh,
[CUSTOMER][NEUTRAL] If now
[CUSTOMER][NEUTRAL] Um, I noticed was one of the things is different this time is that I can download an app.
[CUSTOMER][NEUTRAL] On my phone.
[CUSTOMER][NEUTRAL] And it it will let me log in as well just like I do on my laptop.
[CUSTOMER][NEUTRAL] Now
[CUSTOMER][NEUTRAL] Am I in the right do I have the right.
[CUSTOMER][NEUTRAL] Uh, app, I guess I do because it's got all the new information on there, it's not the old one.
[AGENT][NEUTRAL] Yes, um, so we don't have an app yet. We don't actually have an app. You should just be able to access from your phone the website, but we don't have an actual app yet.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK, I, I, I think that may be what I did, uh, from the website, but I can log on to my phone as well as on my laptop and it's the same place.
[CUSTOMER][NEUTRAL] Then I'm going to.
[AGENT][NEUTRAL] Um, OK.
[CUSTOMER][NEUTRAL] I just wanna make sure I was in the right. I was in I was executing the right um I I call it out uh program.
[CUSTOMER][NEUTRAL] I just wanna make sure I was executing the right program and I guess it is because.
[AGENT][NEUTRAL] Yes, yeah.
[CUSTOMER][NEUTRAL] It's all the new information.
[AGENT][NEUTRAL] Hold on just a second. Let me place you on another brief hold. I'm trying to figure out if there's any other workarounds, if you don't mind. Is that OK?
[CUSTOMER][NEUTRAL] Oh, OK, yeah, that's fine.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, OK, yes, um, let me get this logged with our IT department. What's the best way to contact you back? Would you prefer email or phone?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and just to confirm there's no when you click on those process claims there's nothing that shows download documents?
[CUSTOMER][NEUTRAL] Right, uh, I'm on process now and if I'm looking, there's nothing that shows that it's first of all it's not spinning anymore, so I must have called up all the uh claims to process ones.
[CUSTOMER][NEGATIVE] And uh I'm looking at the first one, there's no download and I just move on down the line to see if any of the others has that and I don't see that so something is not happening there.
[AGENT][NEUTRAL] OK, actually I just got new direction. Would you be able to email us, um, do you know how to take a screenshot of what you're seeing on your page?
[CUSTOMER][NEUTRAL] Uh, I think I do.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] That way we can see what you're seeing.
[CUSTOMER][NEUTRAL] Email it to
[AGENT][NEUTRAL] Um, if you'll email it to [PII].
[AGENT][NEUTRAL] So that's [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Then we can look at what you're seeing and figure out what's going on with the account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] A care team at [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, um, let me see if I can get a shot of this and I'll, I'll send it.
[AGENT][POSITIVE] OK, yes, if you'll do that, then we'll be able to investigate and see if we can get this resolved for you as soon as we can.
[CUSTOMER][POSITIVE] OK, all right, thank you. All right.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a good afternoon. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah, mhm.