AccountId: 011433970860
ContactId: 900eb9ee-5851-4cf4-9bcd-7f8fa4c5d804
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 461359 ms
Total Talk Time (AGENT): 133681 ms
Total Talk Time (CUSTOMER): 257721 ms
Interruptions: 4
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/900eb9ee-5851-4cf4-9bcd-7f8fa4c5d804_20250509T18:00_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in Group billing. How may I help you?
[CUSTOMER][NEGATIVE] Uh, yes ma'am, um, I am trying to file, uh, some online claims and when I went in to do it, um, the, the username and password, it keeps telling me is wrong so I called and got in touch with a lady and she pulled up our account, our policy.
[CUSTOMER][NEUTRAL] And I gave her all the information except for the email address I gave her was wrong and she said she couldn't give me any information so I called my husband and he contacted y'all APL and to add me um I guess he, he said that they would make a note that if I called.
[CUSTOMER][NEUTRAL] They would um send me a link to where I could add myself.
[CUSTOMER][NEUTRAL] Um, I guess to be able to file our claims.
[CUSTOMER][NEUTRAL] Does that make sense?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, do you know who you spoke to?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] No, I was talking to a lady, [PII] earlier, the first time and um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Then, um, because you pulled up the policy number in which I can give you that and is there a way you could see if they made a note or anything?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am. What, what is that policy number?
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] 00425102
[AGENT][NEUTRAL] 00425102. And um what is a good callback number for you just in case?
[CUSTOMER][NEUTRAL] Um, they, uh, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is your name?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, Ms. [PII]. So,
[AGENT][NEUTRAL] You you were trying to make a claim on I mean uh file a claim online that you cannot get online, is that what?
[CUSTOMER][NEUTRAL] Right when I went to sign in.
[AGENT][NEUTRAL] What you're saying, OK.
[CUSTOMER][NEUTRAL] When I went to sign in, um, the username and password they said was wrong, which has been a pretty good while. So I called and she pulled up my, uh, our policy and we went through all the information. I gave her all the information and cause I, I was asking her how do I reset.
[CUSTOMER][NEUTRAL] Um, you know, our username or password, and I gave her all the information except for the email address I gave her was not the one they had, and she said she would need to talk to my husband.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Before they could, you know, let me since, since I'm not the primary that they would need to talk to him. So I called him and he, he called your office and then he called me back and he said they were gonna give me a one-time.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know a one time authorization.
[CUSTOMER][NEUTRAL] I guess to sign in and then they would email me a link to where I could go in and add myself.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I guess make myself a portal to where I can file our wellness claims.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] OK, [PII]. What I need to do is, uh, can you verify your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Alright.
[AGENT][NEGATIVE] And I'm gonna hate to do this, but I'm gonna have to transfer you.
[AGENT][POSITIVE] On that, I do apologize but uh we can get you.
[AGENT][NEUTRAL] You to someone, so hold on just a moment OK and can you, will you verify the email address that we have on file?
[CUSTOMER][NEUTRAL] I think you've got his email address. I gave him [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] But she said that's not the one so let me see if this, OK, wait a second, um.
[AGENT][NEUTRAL] Uh uh.
[CUSTOMER][NEUTRAL] OK, then there is.
[CUSTOMER][NEUTRAL] Alright just a second.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Your address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you so much for verifying that. Um,
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] He said they would put a note that he, he had just called.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] You know, giving me permission, so that's all I know.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, just uh.
[AGENT][POSITIVE] I'm reading the notes and I do apologize.
[AGENT][NEUTRAL] OK, if he has called, he has not.
[CUSTOMER][NEUTRAL] They didn't put it in there.
[AGENT][NEUTRAL] Uh right. I, I.
[CUSTOMER][NEUTRAL] OK, this is, I have talked to 4 people.
[AGENT][POSITIVE] And I do apologize for that.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I've given you every piece of information. I have his social, everything.
[AGENT][NEUTRAL] I understand and I do apologize. I'm in group billing and I do apologize, but.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] Uh, I, I, I, I, I don't see on here where he is, I mean, where he's called or they've made a note in here that he's called, um.
[CUSTOMER][NEUTRAL] Of course not. It never happens. It always happens like this. I'm sorry, but every time we do this with American public, we have this kind of mess. Aflac is so much better. All right, thank you.
[AGENT][NEUTRAL] I understand.
[AGENT][POSITIVE] Uh, I do apologize that you're having so.