AccountId: 011433970860
ContactId: 8f7282b6-1375-46ab-8d91-bec55e0f0655
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1068359 ms
Total Talk Time (AGENT): 482738 ms
Total Talk Time (CUSTOMER): 351363 ms
Interruptions: 6
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/8f7282b6-1375-46ab-8d91-bec55e0f0655_20250618T12:47_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. My name is uh [PII], and I was trying to upload some documents into my file for more medical bills they sent me, and y'all changed everything up and it's hard for me to get back in there.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, Mr. [PII], so, OK, so you're trying to sign back into the portal. Is that correct so you can upload some documents?
[CUSTOMER][NEUTRAL] To sign back in.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so yes sir Mr. [PII], I can help you with this. Um, first off, as you know, I'll need to pull up your policy information and verify some things with you first for security. So give me your good call back number first off.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and your policy number, please?
[CUSTOMER][NEUTRAL] It is, I'm trying to remember what it was. I think it was 2.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] 6
[CUSTOMER][NEUTRAL] 6030
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] OK, so Mr. [PII], first off, if you'll please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address?
[CUSTOMER][NEUTRAL] [PII], ZIP code [PII].
[AGENT][NEUTRAL] Thank you. The phone number on file for you is the same as the one that you gave me, so that is your best contact number still, is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, thank you, and then the last thing to verify is gonna be your email address.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Is it uh
[AGENT][NEUTRAL] It's your work.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh, it is, uh, is it [PII]?
[AGENT][POSITIVE] Yes, sir. OK, thank you very much.
[CUSTOMER][NEUTRAL] I a
[AGENT][NEUTRAL] So, and you can access that email too.
[CUSTOMER][NEGATIVE] So that's what I'm putting it wrong.
[CUSTOMER][NEUTRAL] Hold on, give me a minute. You said it was [PII], right?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] You can't put that in here.
[AGENT][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] I know it's something. Hold on, just give me a minute.
[AGENT][NEUTRAL] Now, I can tell you first off, Mr. [PII], that
[AGENT][NEUTRAL] The portal did change and you will have to set up a new profile in the portal. So on that so on that very first screen and I'm also gonna go ahead and um send you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Uh, create OC account.
[AGENT][POSITIVE] Yes, you're gonna start there. Uh-huh.
[CUSTOMER][NEUTRAL] Tell about to create the account I click on it.
[CUSTOMER][NEUTRAL] What I put in a group provider, uh.
[AGENT][NEUTRAL] And then, no, you're insured.
[CUSTOMER][NEUTRAL] Insured, OK.
[AGENT][NEUTRAL] Uh-huh, and then select, click next. Now, once you do that, there should be 3 boxes that have asterisks in them.
[CUSTOMER][NEUTRAL] That email that.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] And that's the only 3 boxes you need to fill in your information in.
[CUSTOMER][POSITIVE] Like the little red dots beside it.
[AGENT][NEUTRAL] Yes, sir. Uh-huh. The one that has the 3 little.
[CUSTOMER][NEUTRAL] Can I change that?
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Do know that.
[AGENT][NEUTRAL] Yeah, the 3 little dots out beside them.
[CUSTOMER][NEUTRAL] I see $1.
[CUSTOMER][NEUTRAL] Yeah, I just got one. It's on email.
[AGENT][NEUTRAL] Uh, no, sir. There's more than that. So hold on one second. Let me look at it.
[CUSTOMER][NEUTRAL] Yeah, I just see one. I'm gonna put says please sign up.
[AGENT][NEUTRAL] OK, so when you, after you click insured, OK, and click next, there's a little red dot out besides last name.
[AGENT][NEUTRAL] Email and your
[CUSTOMER][NEUTRAL] Yeah I said last night I said yeah I said date of birth, yeah I see it now.
[AGENT][NEUTRAL] And date of birth, yes, sir.
[CUSTOMER][NEUTRAL] Then I put my last name in here then. Can I change my email address up?
[AGENT][NEUTRAL] Now I can tell you, Mr. [PII], that I will be happy to change it to whatever you would like for me to change it, but the way that we received your enrollment information from your employer, if it's, if our file has your work on it, it's gonna override it and change it back, but I'll be happy to change it for you to set up your profile.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That'll be all right.
[CUSTOMER][POSITIVE] That's all right.
[AGENT][NEUTRAL] You sure? OK. There's a lot of people, we, we change it and then when they call us back, it's back to whatever it had previously been and they say, well, I've already changed that, but it's just an electronic process that will override a manual change that we make.
[CUSTOMER][NEGATIVE] That's right, you ain't gonna do that. That'll be all right. Yeah, that's fine.
[CUSTOMER][NEUTRAL] OK, I got that from my dad of birth in here now.
[AGENT][NEUTRAL] And I'm also
[CUSTOMER][NEUTRAL] They had
[AGENT][NEUTRAL] I just now emailing you Mr. [PII] a couple of user guides about the new portal. Yes, sir.
[CUSTOMER][NEUTRAL] The next
[CUSTOMER][NEUTRAL] OK, so he continue to accept.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, that's good. I'm gonna continue on another one. It says enter a new password, confirmed password.
[AGENT][NEUTRAL] But I'm
[AGENT][NEUTRAL] OK, did you get your email? OK, wait just a minute. Wait, wait, slow down. Did you get your email that was your, um, security code?
[CUSTOMER][NEUTRAL] Display your name.
[CUSTOMER][NEUTRAL] Oh, let me go back to it.
[CUSTOMER][NEUTRAL] Let me hold, let me go check my email.
[AGENT][NEUTRAL] And it may take you just a moment to come through.
[CUSTOMER][NEUTRAL] Give me a second.
[CUSTOMER][NEGATIVE] Hold up and get out of here.
[CUSTOMER][NEUTRAL] You see it.
[AGENT][NEUTRAL] It's a security code?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me look and see here through my email, right?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yes sir, but I sent you an email as well. What I sent you says APO online service center portal user guides.
[CUSTOMER][NEUTRAL] Yeah, I see it says uh 109.
[CUSTOMER][NEUTRAL] 24
[AGENT][NEUTRAL] So you're gonna copy and paste that in that box.
[CUSTOMER][NEUTRAL] Well, which box do I cope in? Let me go back there. Hold on.
[CUSTOMER][NEUTRAL] We go back to the insured next.
[CUSTOMER][NEUTRAL] Now you said fill out the ones with the little red dots right?
[AGENT][NEUTRAL] Um, OK, so let, let, let, give me just a minute. OK, one second.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. So did you just start completely over from the beginning?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. So yes, sir, once you fill in the boxes, your last name, your work email address and your date of birth, click next.
[CUSTOMER][NEUTRAL] OK, let me get that done then give me a minute.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Get in there and put my day of birth now.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's not here next.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it says continue to set up.
[CUSTOMER][NEUTRAL] Does it continue?
[AGENT][NEUTRAL] Um, yes, sir. Uh-huh, yes, sir.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I just did that now asking for the email address again.
[AGENT][NEUTRAL] Now on that screen, it's
[AGENT][NEUTRAL] Yes, because it's gonna send you a verification code.
[CUSTOMER][NEUTRAL] When we do it again, punch it send me another, I didn'tun the verification code, just hit it now.
[AGENT][NEUTRAL] But you did that before you started over, is that correct?
[CUSTOMER][NEUTRAL] No, I didn't never hit that button.
[AGENT][NEUTRAL] OK, well, you need to, you need to tell it to, OK, so you're supposed to update. Do you enter your email address? Do you see a box to enter?
[CUSTOMER][NEUTRAL] This is the verification code I didn't.
[CUSTOMER][NEUTRAL] Let me do it now.
[AGENT][NEUTRAL] And then click send verification code.
[CUSTOMER][NEUTRAL] You meet.
[CUSTOMER][NEUTRAL] OK. Give me a minute.
[CUSTOMER][NEUTRAL] OK, I just did that from my email address and I hit send verification code.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] And this may take just a couple, a couple of minutes for that to come through in your email.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I just
[CUSTOMER][NEUTRAL] OK, let me go back.
[AGENT][POSITIVE] Yes, sir. So just be patient.
[CUSTOMER][NEUTRAL] I still got the first one you sent me earlier. I don't, I don't see the other one yet, so let me just.
[AGENT][NEUTRAL] Yes, sir, but that's
[AGENT][NEUTRAL] No, sir, you're gonna need to wait.
[CUSTOMER][NEUTRAL] I haven't seen it yet, so let me just get out of here.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Just don't.
[CUSTOMER][NEUTRAL] I'm gonna wait. I just get out of here.
[AGENT][NEUTRAL] Yeah, don't exit off of your screen though where you were on your setup process. You're just gonna.
[CUSTOMER][NEUTRAL] Let me ask you a question. It said display name. That's why I put my first name in there. Give me a name.
[AGENT][NEGATIVE] Nothing yet. Yes, sir. Yes, sir, but you shouldn't be even to that.
[CUSTOMER][NEUTRAL] And then that one the SG.
[CUSTOMER][NEUTRAL] And I see another at the bottom
[CUSTOMER][NEUTRAL] Let me check my email back again now.
[CUSTOMER][NEUTRAL] OK, I got it now. Let me put the code in here.
[CUSTOMER][NEUTRAL] I see it and put the code in here.
[AGENT][NEUTRAL] And then you're gonna, once you click, once you put your code in that box, you're gonna click the box that says verify code.
[CUSTOMER][NEUTRAL] OK, verify code.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It says change email nope.
[CUSTOMER][NEGATIVE] I'm don't wanna do that.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So now I put a new password in here?
[AGENT][NEUTRAL] That is correct. That is, now you're gonna do your password and put your name in there.
[CUSTOMER][NEUTRAL] OK, let me do that.
[CUSTOMER][NEUTRAL] OK, well, let me take care then.
[CUSTOMER][NEUTRAL] Do you have to be capital letters?
[AGENT][NEUTRAL] Uh, it doesn't matter. Uh, it does not matter. I don't see a, yes, sir. I don't think on this one it's going to matter.
[CUSTOMER][NEUTRAL] For a password?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do it again.
[CUSTOMER][NEUTRAL] So I guess it said display name, put my name in there.
[AGENT][NEUTRAL] Yes, so you're gonna put your first name and then you can put your last name in the, in the surname box.
[CUSTOMER][NEUTRAL] Oh, the last name the given name?
[CUSTOMER][NEUTRAL] That you put the box in the first display box.
[AGENT][NEUTRAL] Yes, sir. Either, yes. Yes, sir. Mhm.
[CUSTOMER][NEUTRAL] Oh, OK, let me do that then.
[CUSTOMER][NEUTRAL] I did that, what's next to the given name.
[CUSTOMER][NEUTRAL] What they'll do now.
[AGENT][NEUTRAL] You don't have, so in the first box, you put your first name and you can put your last name in the last box. You don't have to put anything in given name.
[CUSTOMER][NEUTRAL] I put nothing in the given name.
[AGENT][NEUTRAL] You don't have to, no, sir.
[AGENT][NEUTRAL] And you can just put your last name. All right.
[CUSTOMER][NEUTRAL] OK, I got my first and last name.
[CUSTOMER][NEUTRAL] Wait.
[CUSTOMER][NEUTRAL] And what I put, I've got my first and last name together in the other box.
[AGENT][NEUTRAL] Why don't you move your last name down to the last box.
[CUSTOMER][NEUTRAL] OK, I just did that now what?
[AGENT][NEUTRAL] You should see a button that says continue.
[CUSTOMER][NEUTRAL] It's another box.
[CUSTOMER][NEUTRAL] So what about this, [PII] name.
[AGENT][NEUTRAL] Surname, that's gonna be your last name.
[CUSTOMER][NEUTRAL] Again, put my last name again.
[AGENT][NEUTRAL] Yeah, just put your first name in the first box, leave the second box blank and your last name in the last box.
[CUSTOMER][NEUTRAL] I did.
[CUSTOMER][NEUTRAL] Got it. OK continue.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Please wait while we process this information save, yes, please do.
[CUSTOMER][POSITIVE] I agree to this policy.
[AGENT][NEUTRAL] Yes, so you're gonna check both of those boxes and click continue.
[CUSTOMER][NEUTRAL] I click both these boxes.
[CUSTOMER][POSITIVE] It's done. Go to your dashboard. Thank you very much, ma'am.
[AGENT][NEUTRAL] OK, now when you go to your dashboard.
[AGENT][NEUTRAL] You are also going to get another, so when you go to your dashboard, click log in.
[CUSTOMER][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] OK. All right, and then it's correct, so that's like a two-factor, you know, verification for you. So it's going to email you a code again.
[CUSTOMER][NEUTRAL] I did that. This is send the verification code.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you'll put that in that box.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me just wait. Give me a minute. I'm this verification code here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just try it now.
[CUSTOMER][NEUTRAL] It ain't hit yet, so this ain't hit yet. Hold on one minute.
[AGENT][NEUTRAL] Yeah, it may take just a second to come through.
[CUSTOMER][NEUTRAL] And make sure
[CUSTOMER][NEUTRAL] Yeah, it is. It's it's another one. Hold on, put it in.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] The verification code?
[AGENT][NEUTRAL] Uh, I'm sorry, say that again. It should say, OK, so you put your new, your second one in. Is that correct?
[CUSTOMER][NEUTRAL] Continue.
[CUSTOMER][NEUTRAL] Yeah, I got it. On the dashboard it says welcome to the online service center connect hit next.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Yeah. Uh, you can. Um, I don't.
[AGENT][NEUTRAL] Click next.
[CUSTOMER][NEUTRAL] Did I see if it says hello [PII], can you receive claim status? I put my phone number in here now.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You can, yes, sir. Uh-huh.
[CUSTOMER][NEUTRAL] I did.
[CUSTOMER][NEUTRAL] Verify?
[CUSTOMER][NEUTRAL] Did
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Verification code send you a text message. So let me go to my text message.
[CUSTOMER][NEUTRAL] Just thing that pop up across my phone. Give me a minute.
[CUSTOMER][NEUTRAL] Uh, give me a minute, man, hold on.
[CUSTOMER][NEUTRAL] That's the number [PII].
[CUSTOMER][NEUTRAL] [PII] hold on wait a minute.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I just hit continue confirm I'm gonna say.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Just with the slow computer I got to do anything.
[AGENT][NEUTRAL] Uh, you're OK.
[CUSTOMER][NEUTRAL] OK, your phone number has been verified, OK.
[CUSTOMER][NEUTRAL] Yes see now. Do you need a ID card? What's the ID card?
[AGENT][NEUTRAL] Well, you don't have an ID card for this policy, so you'll just follow the same, the steps because this type of policy doesn't have ID cards.
[AGENT][NEUTRAL] But if you wanted to view your policy.
[CUSTOMER][NEUTRAL] Now where do I go if I want to file a claim?
[AGENT][NEUTRAL] You should see a family. That's right. Mhm. Yup, and then you'll just follow the instructions for uploading your documents and again the user guide that I sent you.
[CUSTOMER][NEUTRAL] Do your claim, that's what I mean.
[CUSTOMER][NEUTRAL] Yeah, I see a friend just about your claim, yes.
[AGENT][NEUTRAL] One of them for using the OSC uh-huh, it will give you the steps and.
[CUSTOMER][NEUTRAL] You so much. Mhm.
[CUSTOMER][NEUTRAL] I see one says trending claim and wellness claim. Which one would I be on a trending claim or wellness claim?
[AGENT][NEUTRAL] Traditional claim?
[AGENT][NEUTRAL] Is it traditional? Yes, sir. Uh-huh. For your types of claims, yes, sir.
[CUSTOMER][NEUTRAL] Traditional clam slower, yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, another thing I was gonna ask you before you go, man, when you off that phone, as you said, disability, so mine just cancel insurance, right?
[AGENT][NEUTRAL] I didn't say this, I said disability.
[CUSTOMER][NEUTRAL] No, I'm just saying that phone was saying disability, no asking questions, so my insurance policy is only cancel insurance, right?
[AGENT][NEUTRAL] Yes, sir. Yes, sir. Because, yes, we offer all different types of policies, but yes, yours is a cancer policy.
[CUSTOMER][NEUTRAL] So I didn't know that.
[CUSTOMER][NEUTRAL] Select your claim
[CUSTOMER][POSITIVE] Name, I got it now. I got it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just put my I put my first and last name in here. There you go.
[CUSTOMER][NEUTRAL] Yeah, I see it now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Well, is there anything else that I can help you with at the moment?
[AGENT][NEUTRAL] Mr. [PII].
[CUSTOMER][NEUTRAL] And it says, drop your file.
[CUSTOMER][NEUTRAL] they say drop your file into this thing, OK.
[CUSTOMER][POSITIVE] OK, thank you, man. It's the best set back up thank you Lord.
[AGENT][NEUTRAL] Hm. Oh, you're.
[AGENT][POSITIVE] Absolutely you're very welcome. Well, hopefully those user guides will also help you if you have any, you know, additional questions, especially one that's titled Using, um, the online service center, but if you have any questions, any more questions, then please call us back and we will be happy uh to help you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] Well, you're very welcome. So if that is all then, Mr. [PII] that I can help you with at the moment, thank you again for calling APL and I hope you have a nice day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Yes, sir. Thank you very