AccountId: 011433970860
ContactId: 8ccf6f4c-3846-4bc8-aef1-ab2eb9830ec8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 820869 ms
Total Talk Time (AGENT): 220497 ms
Total Talk Time (CUSTOMER): 194962 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/8ccf6f4c-3846-4bc8-aef1-ab2eb9830ec8_20250602T15:05_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] Yeah
[CUSTOMER][NEGATIVE] Yes, I was just talking to someone and I got disconnected, but I'm calling for two reasons to check on my claim, and I can no longer get onto my account online. I did create the account over, but I still can't get on with the email address.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, I can help you with that. Um, may I have your name?
[CUSTOMER][NEUTRAL] [PII] your sellers.
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the policy number?
[CUSTOMER][NEUTRAL] I don't know my policy number. I can give you my social security number.
[AGENT][NEUTRAL] OK, bear with me just a second, let me pull another system for that.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] OK. May I have your address and the email address on file?
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] He, he.
[AGENT][NEUTRAL] OK, that's first and that's [PII], I'm sorry, [PII].
[CUSTOMER][NEGATIVE] [PII].
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I do
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] 2.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Bear with me just one more minute.
[AGENT][POSITIVE] And make sure that it's correct in all places.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] What error are you getting when you try to register again?
[CUSTOMER][NEUTRAL] OK, once I register, it just goes to a blank screen, doesn't do anything. Let me try to go on.
[CUSTOMER][NEUTRAL] It's like go say it again.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] 00 that hurt.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I watch your work now because you're on the phone.
[CUSTOMER][NEUTRAL] So should I create the account again or just try to log in?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, go ahead and try to create the account again. If it doesn't work, then just, um, go in to log in and put your email address and the password.
[AGENT][NEUTRAL] Now, the email address, we have it in our site as caps, so everything it has to be capitalized.
[CUSTOMER][NEGATIVE] So maybe that's why it didn't work OK.
[CUSTOMER][NEUTRAL] Because I didn't do that.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, now I'm telling you log in.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And the email address is
[CUSTOMER][NEUTRAL] So what is the password? Is my is my password the same?
[AGENT][NEUTRAL] It should be the same. Try with that one. If it doesn't work, then you need to create an account, but it's gonna be the same password.
[CUSTOMER][NEUTRAL] Give me a second, see what my password was because it was seized. Hold on.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] We can't seem to find your account.
[AGENT][NEUTRAL] OK, so go ahead and create the account.
[CUSTOMER][NEUTRAL] Again.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So I'm insured next.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So and my social security number I don't know.
[CUSTOMER][NEUTRAL] So now the email address would be all kind here too?
[AGENT][NEUTRAL] Um, I don't think that will really matter, but if you wanna put our caps, you can. That's how we have it in the system.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, now I'm back at log in.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But the email address in here.
[CUSTOMER][NEUTRAL] OK, so with the password.
[AGENT][NEUTRAL] OK. Did you get like a code or anything in your email?
[CUSTOMER][NEUTRAL] Any
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK. When you put your last name, and social, zip code and email and date of birth, and you click on next, did you create a password or it didn't let you create it or what happened there?
[CUSTOMER][NEGATIVE] It didn't let me create a passport. It didn't ask me for one.
[AGENT][NEUTRAL] They ask you for.
[CUSTOMER][NEUTRAL] It just said it just said ned when you log in screen.
[AGENT][NEUTRAL] And then when you
[CUSTOMER][NEUTRAL] So it has that to get your password option.
[AGENT][NEUTRAL] OK. So what options do you have?
[CUSTOMER][NEGATIVE] Now it's just that now they do nothing.
[CUSTOMER][NEUTRAL] It says I got, I got, it says forget password.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Click on to get your password.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, let me put my email address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Verify
[CUSTOMER][NEUTRAL] OK, so I, I is that change email or continue? So hit continue.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the account will not be filed for the provider for the provider user ID.
[AGENT][NEUTRAL] OK, uh, when you put the way to get your um password reset, you choose to have it sent by email or was it a phone?
[CUSTOMER][NEGATIVE] They didn't give me an option. It just the email.
[AGENT][NEUTRAL] How did
[AGENT][NEUTRAL] So, did you receive anything through your email to reset your password?
[CUSTOMER][NEUTRAL] I did and I put the code in.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then I actually I hit continue and it said an account could not be found for the provider user ID.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, bear with me just a second.
[AGENT][NEUTRAL] OK. OK, so right now it looks like they're resolving some issues with the online service center. So we're just gonna um leave it like that. I'm gonna go ahead and have somebody call you back in 24 hours um to see if it's been resolved and you can go in after that, OK? Um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] In the meanwhile, let me go ahead and just help you with that claim. Um, what is the date of service?
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] For a claim.
[CUSTOMER][NEUTRAL] It was, well, I don't uh it's, well, the day started, it was starting on the [PII]. It was [PII]. It was a disability claim.
[AGENT][NEUTRAL] OK, for disability. Let me go back to the disability policy.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, so it looks like you submitted some additional information on [PII].
[AGENT][NEUTRAL] And right now that information is in line to be processed. It has not been processed just yet.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So the normal processing time is 7 to 10 business days because it goes to a line when we get additional information. So once that's processed, we'll go ahead and make a determination.
[CUSTOMER][NEGATIVE] I don't see why it's taking, but I don't know why it's taking so long, I mean.
[CUSTOMER][NEUTRAL] All the information is there. They, I mean, I really did I think I needed the medical records and y'all have that as well. I mean y'all have my employer stuff and the um.
[AGENT][NEUTRAL] You
[CUSTOMER][NEGATIVE] My hospital stuff so I understand why it's why it's taking so long. I've been waiting for my money. I mean.
[AGENT][NEUTRAL] When you send
[AGENT][NEUTRAL] Yeah, when you send additional information and just go back to a line where somebody is processing claims so once it goes to your account, then they will go ahead and process your claim, but that's just the way it's set up um you send additional information and it goes to a line and she will be processing as she gets them.
[CUSTOMER][NEUTRAL] We gotta go get 10, OK.
[AGENT][NEUTRAL] OK. Is there anything else I may help you with today, Miss [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, and you'll be getting a call back within 24 hours about the online service center, OK?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day, Miss [PII].