AccountId: 011433970860
ContactId: 89f0b92a-670a-4b9d-8411-8194651a4bf5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 870200 ms
Total Talk Time (AGENT): 294139 ms
Total Talk Time (CUSTOMER): 133379 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/89f0b92a-670a-4b9d-8411-8194651a4bf5_20250606T13:13_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, I'm trying to sign in on my thing, well, I've been trying to sign in on it, and it says we can't find your account.
[AGENT][POSITIVE] OK. I can help you with that. And may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh [PII]
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] May I have the policy number?
[CUSTOMER][NEUTRAL] 01022074.
[AGENT][POSITIVE] Mm thank you.
[AGENT][NEUTRAL] OK, and may I have for security your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII] um [PII].
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] OK perfect thank you. OK, Mr. [PII], have you tried to create the account again?
[CUSTOMER][NEUTRAL] Not again. I did, uh, on Tuesday I did that.
[AGENT][NEUTRAL] So this past Tuesday you created the account.
[CUSTOMER][NEGATIVE] Uh, yeah, Tuesday I tried to do it and it didn't work.
[AGENT][NEUTRAL] Oh it didn't work. OK, got you.
[AGENT][NEUTRAL] OK, so, um, do you, are you in front of the computer right now?
[AGENT][NEUTRAL] Or we can try, OK, um, so let's go ahead and try to create that account one more time, OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Just go to [PII] or [PII].
[CUSTOMER][POSITIVE] Yeah, I'm already there. I'm signing up right now.
[AGENT][NEUTRAL] OK, and go ahead and create your OC account click on that.
[AGENT][NEUTRAL] And you're gonna choose that you're uninsured and just fill out your information.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yeah, I'm still you know.
[AGENT][NEUTRAL] OK. OK. Well, make sure I didn't ask you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Yeah, you still wanna send me a ver verification code.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So it's not sending you the verification code or you haven't got it yet?
[CUSTOMER][NEUTRAL] Oh, I haven't got it yet anyways.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the email address you say is [PII].
[CUSTOMER][NEUTRAL] Well, without the R.
[AGENT][NEUTRAL] Without I'm sorry?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh yeah, yeah, no, Correct, yes, yes, that's how we have it on the system.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mr. [PII], are you using, um, what browser are you using? Is it Google Chrome, Safari?
[CUSTOMER][NEUTRAL] Chrome.
[AGENT][NEUTRAL] Um, and you're in a computer?
[CUSTOMER][NEUTRAL] Yeah, Chrome on my computer, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Have you checked your spam?
[CUSTOMER][NEUTRAL] Oh, I didn't today.
[AGENT][NEUTRAL] OK. You want to check and see if the code is under the spam folder instead?
[CUSTOMER][NEUTRAL] Nope, nothing today.
[AGENT][NEUTRAL] And I understand, ma'am, OK.
[AGENT][NEUTRAL] So you're just having troubles getting that code.
[CUSTOMER][NEUTRAL] Yeah, well, I mean, I can't get on with the.
[CUSTOMER][NEUTRAL] I was on before.
[CUSTOMER][POSITIVE] Last month uh we worked fine.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so right now, uh, what do you have in front of you?
[CUSTOMER][NEUTRAL] Uh, the verification.
[CUSTOMER][NEUTRAL] You just fill out for the verifications and send.
[AGENT][NEUTRAL] OK, go ahead and click on send.
[CUSTOMER][NEUTRAL] Or either
[CUSTOMER][NEUTRAL] Then OK.
[CUSTOMER][NEUTRAL] And nothing red's coming up.
[AGENT][POSITIVE] OK, you should be getting that email now soon.
[AGENT][NEUTRAL] Go ahead and check your email and see if you got that code already there.
[CUSTOMER][NEUTRAL] Nope, nothing.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] What else do you have in front of you?
[CUSTOMER][NEUTRAL] What do you mean, huh?
[AGENT][NEUTRAL] Uh, the box that is, um, popped in like, what do you have in front of you after you have hit send, what do you see?
[CUSTOMER][NEUTRAL] It's just the same box as the putting in the verification code.
[AGENT][NEUTRAL] OK, so right now it's just waiting for the verification code, OK.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Do you know how to refresh your email?
[CUSTOMER][NEUTRAL] No, how, how you refresh your research computer.
[AGENT][NEUTRAL] OK, um, on the email there is like uh, like two little errors that looks like a circle, one going in, one going out. Do you see that on the email, your emails.
[CUSTOMER][NEGATIVE] Or just shut.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Yes, um, OK, um, let me see, let me think how hotmail we have there, um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, you're on the computers.
[AGENT][NEUTRAL] Have you tried trying, uh, have you tried to try to go in again to your like to your email, like close it and open it again and see if it will show up.
[CUSTOMER][NEUTRAL] Yep, still nothing.
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] OK, so, um, at this moment, the, the only thing I can do is report this um for troubleshooting and have someone call you back um to see if we can resolve this, OK? Uh, now I can go ahead and give you information if you need information from your policy, um, but right now, we will have to get somebody to look into it and see why it's not working. Um, so I'll go ahead and just send this out for for troubleshoot for a report, OK?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] Yeah, I mean, I, I don't know, did you receive my last, my last, uh, doctor's report?
[AGENT][NEUTRAL] Let's see, we have received something on the [PII], um, let me see if there's any way we should call me.
[AGENT][NEUTRAL] Document, one moment.
[AGENT][NEUTRAL] OK let's see what it is.
[AGENT][NEUTRAL] Award.
[AGENT][NEUTRAL] Let me see what's this other document one moment.
[AGENT][NEUTRAL] Alright, so this one is.
[AGENT][NEUTRAL] Attending physician statement. We did receive the attendance physician's statement and the authorization form. They're in line to be processed. They will receive on the [PII].
[CUSTOMER][NEUTRAL] OK, I just faxed them in because I couldn't get it in here.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK. Yeah, I, um.
[CUSTOMER][NEUTRAL] I just wanna make sure you got them.
[AGENT][NEUTRAL] Yes, it looks like we did. So, and I'm gonna go ahead and again report this to the IT department so they can go ahead and see what's going on with the system and see if they can assist you to get you in, OK?
[CUSTOMER][NEUTRAL] Yeah, now it's saying claim not verified email address.
[CUSTOMER][NEUTRAL] When I redid it again.
[AGENT][NEUTRAL] yeah.
[AGENT][NEUTRAL] Mhm. Yeah, because that means that you have not received that code. Without receiving the code, you cannot verify the email. So if you try to submit, it's just gonna tell you that it has not been verified that you need that code in order to proceed. um, but you say you're not getting the code. So yeah, I'm just, yeah, I'm just gonna put all that in the system, OK? Um, so I just let him know that you're just not getting the code to the email. And you don't have another email that you wanna try?
[CUSTOMER][NEGATIVE] Yeah it's not.
[CUSTOMER][NEUTRAL] No, I don't. I don't the only one I got.
[AGENT][NEUTRAL] You don't have that's the only one. OK. OK, it's fine. Yeah, let me just, um, so I went ahead and just send in a request indicating that uh you're not able to get that code um under the email that we have on file for you and we did verify and it's correct, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Is there anything else I may help you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] Nope, I think it works out.
[AGENT][POSITIVE] All right. Well, thank you for calling APL. You have a good day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome bye.