AccountId: 011433970860
ContactId: 83e94e9e-44e9-4fd8-9144-c4b6b1165f5b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 379420 ms
Total Talk Time (AGENT): 189260 ms
Total Talk Time (CUSTOMER): 82179 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/83e94e9e-44e9-4fd8-9144-c4b6b1165f5b_20250609T18:58_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, um, I
[CUSTOMER][NEGATIVE] Actually put in an appeal for a claim and um I haven't heard anything back, and I also can no longer get on the website. So I was hoping maybe you could help me.
[AGENT][NEUTRAL] OK, so you were the insured and you said that you submitted an appeal and you're wanting to check the status on that. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and Miss [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And do you know your policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] 02406268.
[AGENT][NEUTRAL] OK, thank you. So one moment please while I get your information pulled up.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so first off, Miss [PII], any information that I do provide for you will be a verification of benefits and not a guarantee of payments. So if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. Also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one that you provided for me, so that is the best number that we should have, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you. And the last piece of information to verify is your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, Miss [PII], thank you for verifying all of your information. Now you did make reference that you were not able to sign into the online service center.
[AGENT][NEUTRAL] The reason for that is because there was an update mis [PII] done to the portal. So when you go to the log in page, you will just need to create a new profile instead of clicking log in right below that, you will see where it says create OSC account.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you would just click there and then follow the steps um in order to set that up again so that did happen last week so that's why you're not able to sign in.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For security, everyone's having to recreate their profiles, yes ma'am, so give me just a moment to look at a few things.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I can see mostly that we did receive the request, the appeal notification, and that is still in the review process.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But it was received, yes, ma'am. It looks like that was received on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then um is there.
[AGENT][NEUTRAL] And typically, it's approximately 30 days.
[AGENT][NEUTRAL] On an appeal to be reviewed, but yes, ma'am, it was received.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. Well, um, as long as my address is correct on there and um I know I'm still within the waiting period limits. Um, I'll just wait to hear from you.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and I do have one thing in talking about the portal, Ms. [PII], is I do have a couple of user guides for the new system if you think that that would be beneficial, I'd be happy to email you those.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] If you would like, OK, well, give me just one second, I'll send you those before we get off of our call.
[CUSTOMER][NEUTRAL] Oh sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I have just sent you that email, Miss [PII], and it's going to come from [PII], and I did put APL in the subject line for you so that that's easier to recognize. Now I don't think that it will go to your junk or spam folder, but in the event that you have not seen that in your inbox within, you know, 5 or 7 minutes, you might wanna check those other folders just in case.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK. Well, is there any, oh, you're very welcome. And is there anything else that I could help you with today?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] That's it. Thank you.
[AGENT][POSITIVE] Oh well, you're welcome and thank you again for calling APL. I hope you have a wonderful rest of your day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][POSITIVE] Thank you, bye bye.