AccountId: 011433970860
ContactId: 8cebf4ee-01da-4e25-bbda-3601fea8285c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 360510 ms
Total Talk Time (AGENT): 182665 ms
Total Talk Time (CUSTOMER): 133664 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/8cebf4ee-01da-4e25-bbda-3601fea8285c_20250606T15:19_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning. Um, I have, uh, a case of a claim going on, I should say, and, um, I got online and entered some information y'all sent me some other stuff that I need to fill out, but when I go to get back online, it tells me I, I'm, it doesn't, it won't let me, um, tells me what excuse me.
[AGENT][NEUTRAL] No user file.
[AGENT][NEUTRAL] Does it say no user found?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, so that's one of the issues that's going on, I can still help you, but that's one of the issues that's going on. We launched our new website last Friday and we've had a lot of issues, but let me ask you this.
[CUSTOMER][NEUTRAL] OK, because yeah I noticed it looked different, mhm.
[AGENT][NEUTRAL] Yes, when you were logging in, um, were you were trying to use the username and password like for the old system or did you um try to create a new account as well?
[CUSTOMER][NEUTRAL] I use my
[CUSTOMER][NEGATIVE] No, I didn't create a new account didn't even ask me to create an account.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So when you go to the, um, are you on there now?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, hold on, let me get to it.
[AGENT][NEUTRAL] Um, so when you get on like that first initial page that says welcome to the online service center.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] Go ahead and click create your own OSC account, even if you already have one.
[AGENT][NEUTRAL] Everyone's gonna have to create this and then go to insured.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then follow the prompts.
[AGENT][NEUTRAL] Basically, it's going to for the new system we use the email and password and then the email is going to sync with the prior account and bring it over.
[CUSTOMER][NEGATIVE] Well it's not doing anything when I click on insured it's just uh.
[AGENT][NEUTRAL] Oh, hold on.
[AGENT][NEUTRAL] You may need to refresh.
[CUSTOMER][NEUTRAL] Alright, there you go, hold on, there you go.
[AGENT][NEUTRAL] You got it? OK.
[CUSTOMER][NEUTRAL] Yeah, so, so just enter this information and this is for the insured, correct?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then while you're doing that, may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Sorry, I was trying to do this and do that at the same time. Do you want me to put him this was an insured that's my husband, so let me put in his, um.
[AGENT][NEUTRAL] Oh, no, no, you're OK, we can wait.
[AGENT][NEUTRAL] Yeah, this will all be your, the policyholder.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEGATIVE] And my number is 281-3006824 and it says that there's an error no user was found with this information.
[AGENT][NEUTRAL] OK, so it's the system. I just, we're just asking everybody to at least try to go through the steps because some people, it lets them go through and create the account, some they're getting this error. So,
[CUSTOMER][POSITIVE] Yeah, I know it's just and all the information is correct.
[AGENT][NEUTRAL] OK, well, I will go ahead and put this um on the record, we're sending everything to IT. Would you prefer for them to give you a call back or email you back with more help?
[CUSTOMER][NEUTRAL] Well, I, it doesn't matter, um, I do you want me to fax I have all this stuff filled out. Do you, do you want me to fax it to you?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You can fax it or you can mail it, whichever you prefer.
[CUSTOMER][NEGATIVE] No, don't wanna mail. It takes too damn long.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I can I can fax it. I just wanna make sure y'all get it because last time y'all didn't get some of this stuff.
[AGENT][NEUTRAL] OK, let me pull up your policy just to make sure because some of them, um, depending on what it is, don't have a fax number. May I have the policy number?
[CUSTOMER][NEUTRAL] 2361481
[AGENT][NEUTRAL] Alright, and I have you here, [PII]. I just need you to verify your date of birth and the address on file.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Alrighty, and thanks so much for verifying the information. And so yes, the fact you can fax your claim if you like. Um, did you need the fax number or anything?
[CUSTOMER][NEUTRAL] I got it.
[AGENT][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] 423. Mhm, that's correct.
[CUSTOMER][NEUTRAL] Mhm and put attention APL claims department.
[AGENT][NEUTRAL] And I'm gonna go ahead and
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I'm gonna send this over to IT um that you're receiving the no user found error even after you tried to create the the account with the new system, and they'll be reaching out to you. Um, I'm putting both the email and the phone number, um.
[AGENT][POSITIVE] To help you more with the online service center and we do apologize for this inconvenience.
[CUSTOMER][NEUTRAL] OK, well, I will, um, how long do I need to wait to verify y'all got this that I'm faxing?
[AGENT][NEUTRAL] Today's Friday, um,
[AGENT][NEUTRAL] Tuesday.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because we don't work on the weekends, so Monday is really the first day that they're gonna work on it.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Well, I'm not saying work on it. I'm just saying if you get it.
[AGENT][NEUTRAL] Right, when I say work on it, I mean like once we receive it, document management has to upload the images so that claims can process it. So that's what I mean by work on it.
[CUSTOMER][NEUTRAL] You know what I mean?
[CUSTOMER][NEUTRAL] Oh, so the claims department would let me know that I need to check with the claims department Tuesday if they got if they got it uploaded, I guess.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] Well, you're gonna receive, um, I don't know how you have it set up previously, did you receive like a text message or anything letting you know like, hey, we received the claim?
[CUSTOMER][POSITIVE] Yes, yes, I did.
[AGENT][NEUTRAL] Yeah, so you'll still receive that, to let you, that'll let you know that it's here too.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alright, I'll go do that. I'll go fax this real quick. Thank you.
[AGENT][POSITIVE] Alright. You're welcome. Thanks so much for calling APL. I hope you have a great weekend.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK thank you you too bye bye.
[AGENT][NEUTRAL] Bye bye.