AccountId: 011433970860
ContactId: 90acd326-521a-4376-846a-e6bec54711af
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 845179 ms
Total Talk Time (AGENT): 291101 ms
Total Talk Time (CUSTOMER): 333740 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/90acd326-521a-4376-846a-e6bec54711af_20250611T16:56_UTC.wav
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[CUSTOMER][NEGATIVE] confused about everything.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I need to file a cancer insurance claim, um.
[CUSTOMER][NEUTRAL] But the email address that my online portal is.
[CUSTOMER][NEUTRAL] I don't have access to that email any longer, so I need some help getting logged on to the portal so I can file my claim.
[AGENT][NEUTRAL] OK. Um.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I can help you with that. Give me just one moment. Um, who am I speaking with?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And what's a good call back in case we get disconnected, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have your policy number with you?
[CUSTOMER][NEUTRAL] I do 249-761-0.
[AGENT][NEUTRAL] Alright, give me just one moment to look that up.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, [PII], can I get you to verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the address that we have on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] OK, and you no longer have access to the your basement email?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is the new email address?
[CUSTOMER][NEUTRAL] I'll say it and then I'll spell it because it's long, [PII]. So it's [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so [PII], correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me make sure that it transferred over.
[AGENT][NEUTRAL] Alright perfect um I so have you, so when you log in.
[AGENT][NEUTRAL] We did get a new online portal provider uh as of Monday of last week, so even if you had an old account, you will still need to create a new account uh use the email that we just went through everything should have transferred over um but you will need to create a new account because we no longer uh log in with user names we log in with the email and the new verification code will be given each time.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] So it now verifies your email every time you log in.
[CUSTOMER][NEUTRAL] OK. Now, I am on.
[AGENT][NEUTRAL] Um, that is a new security feature.
[AGENT][NEUTRAL] Go.
[CUSTOMER][NEUTRAL] I'm on what I think.
[CUSTOMER][NEUTRAL] Is where I need to be up in the upper left hand corner it says APL. Welcome to the online service center.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And so then um I'll have to go to create your OCOSC account, is that correct?
[AGENT][NEUTRAL] Yes, and then if you'd like we can do it right now over the phone if you're on there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me put you on speaker.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, all right, let's click that.
[AGENT][POSITIVE] And we'll go step by step.
[AGENT][NEUTRAL] Yep and then you'll click insured.
[CUSTOMER][NEUTRAL] Come on.
[AGENT][NEUTRAL] Right, and then next, OK.
[CUSTOMER][NEUTRAL] Oh, yeah, OK, I think, yeah.
[AGENT][NEUTRAL] And then only fill out the information that has an asterisk so it'll be your last name, email, and date of birth.
[CUSTOMER][NEUTRAL] Right, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well then.
[AGENT][NEUTRAL] And then let me know when you've clicked next.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] And then date of birth [PII].
[CUSTOMER][NEUTRAL] OK, I hit next.
[AGENT][NEUTRAL] OK, and it should have said complete your account sign up or set up.
[CUSTOMER][NEUTRAL] Yep, yep, and then I have a continue button so I'll just continue.
[AGENT][NEUTRAL] click continue. Mhm.
[AGENT][NEUTRAL] Um, go ahead and put your email in and click send verification code.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] And I would wait before you put in your password or anything else, so go ahead and once you put your email in click send verification code.
[AGENT][NEUTRAL] Keep this window open uh whenever you go to your email and get the code.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. So I have my email in there and I'm gonna click send verification code, but I'm not gonna get, I'm not gonna type in any other password or anything like that. I'm just gonna get the verification code. Is that correct?
[AGENT][NEUTRAL] Right, and you should get it in just a moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um, and if you don't see it, check your spam. Uh, I've heard it takes up to a minute, but people have been getting it pretty fast.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you'll enter the code and click verify code.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is the code.
[CUSTOMER][NEUTRAL] That's over here.
[CUSTOMER][NEUTRAL] All right. And let's verify the code.
[CUSTOMER][NEUTRAL] Well, it says change email.
[AGENT][NEUTRAL] Um,
[AGENT][NEGATIVE] Well, that shouldn't be happening.
[CUSTOMER][NEUTRAL] So after I clicked verify the code, the same window came up, only instead of the button that says send verification code, the button now says change email.
[AGENT][NEUTRAL] Oh, don't click, don't click that. It's a clickable.
[CUSTOMER][NEUTRAL] It is.
[AGENT][NEUTRAL] OK, don't click that um go ahead and fill out the rest of the information and click continue.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let's make sure that's what I wanted to say.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I appreciate your help.
[AGENT][NEUTRAL] Oh, anytime. That's what we're here for.
[CUSTOMER][NEUTRAL] OK, so should I fill out like display name, given name, surname?
[AGENT][NEUTRAL] Yes, you can go ahead and fill that out and then click continue and it should take you to the terms of use and privacy policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, please wait while we.
[CUSTOMER][NEUTRAL] Process this, agree to terms of use.
[CUSTOMER][NEUTRAL] And agree to privacy. OK, please wait while we process your account is successfully created.
[CUSTOMER][NEUTRAL] OK, so now I'm gonna hit the login button again.
[AGENT][NEUTRAL] Yes, and now you'll be able to log in and it will send you a new verification code every time you log in, um, that's a new security feature that we've added.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's go over here.
[CUSTOMER][NEUTRAL] If I get it,
[CUSTOMER][NEUTRAL] That's I get it.
[CUSTOMER][NEUTRAL] Oh, let's see what happens with this one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] So I copied my code.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I went back to the login window.
[CUSTOMER][NEUTRAL] Um, but now.
[CUSTOMER][NEUTRAL] It took me right back to the first window.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Hm, OK, so let's, and it's, it's doing the spinny thing.
[CUSTOMER][NEUTRAL] So let me try to refresh this and see what happened.
[AGENT][NEUTRAL] OK, yeah, just a moment.
[CUSTOMER][NEUTRAL] OK, so it reloaded. Now we're gonna try it again.
[AGENT][NEUTRAL] OK, yeah, go ahead and and
[AGENT][NEUTRAL] Enter the email address and click in code.
[CUSTOMER][NEUTRAL] All right, so I'm gonna
[CUSTOMER][NEUTRAL] The code
[CUSTOMER][NEUTRAL] OK. It came through. Let me copy this and paste.
[AGENT][NEUTRAL] And once you verify code, it may take a moment. um, the first time that you log into your dashboard, uh, it might for the first couple of times because it's transferring everything over, um, so give it just a moment, um, once you click verify code and then it should send you to your dashboard and there'll be a long, uh, rectangular box that says uh need to file a claim and then a green button that says start your claim.
[CUSTOMER][NEUTRAL] I see.
[AGENT][NEUTRAL] And that's what you should see once you get into your dashboard.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so my dashboard came up and I do see the well, not good, um, I do see the box that says me file a claim. There's a message there that says we are experiencing an issue retrieving your data. Please try again later or contact customer service option 4.
[AGENT][POSITIVE] OK, good.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] If you're able to, are you able to click the button?
[CUSTOMER][NEUTRAL] I'm gonna take some.
[CUSTOMER][NEUTRAL] I'm gonna, uh.
[CUSTOMER][NEUTRAL] Traditional claim.
[CUSTOMER][NEUTRAL] OK, let's try this.
[CUSTOMER][NEUTRAL] Please select the claim type.
[CUSTOMER][NEUTRAL] Now, it says, the only option I have is traditional claim, illness or injury. I have cancer insurance.
[AGENT][NEUTRAL] Yeah, and I'm seeing that.
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] OK, hold on, hold on, it went forward, now let's see, policy information.
[CUSTOMER][NEUTRAL] OK, let's see claimant details.
[CUSTOMER][NEUTRAL] It's doing something. It's spinning again.
[AGENT][NEUTRAL] It might be um.
[AGENT][NEUTRAL] It might just be transferring everything over.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Right, like you said, so.
[AGENT][NEUTRAL] I would, yeah, I would say give it some time. If it's not working right now, um, try again.
[AGENT][NEUTRAL] Um, maybe in a couple hours if it's not working and see if it's transferred everything over and if you still are able to, um, I would go ahead and call back and see what's going on, but it might just be that it's taking a while to transfer all of your information over, but I am seeing that you have a group or you have a cancer policy.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh OK
[CUSTOMER][POSITIVE] Mm, excuse me. OK, alrighty well I will work on my end and see what we can come up with, and I appreciate your help.
[AGENT][POSITIVE] Right, uh, any time that's what we're here for. Is there anything else I can help you with in the meantime?
[CUSTOMER][NEUTRAL] I do have a question um the old website where I would attach um my claim information.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And OK, and now we have a new one. So am I allowed to attach more than one attachment, or do I need to scan everything all together and have one attachment?
[AGENT][NEUTRAL] You should be able to once you uh
[AGENT][NEUTRAL] Upload an attachment you should be able to do more if it won't let you, you should be able to uh or if you get some more information later on, you should be able to go to my policy, and there'll be a section for your claims and you should be able to edit your claims and upload more information as needed.
[CUSTOMER][POSITIVE] OK, great.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All righty. Thank you very much.
[AGENT][POSITIVE] Right, you're welcome. Uh, if there's nothing else, I hope you have a great day. Uh, hopefully we get all of that taken care of and it works for you. uh, but until then, thank you for calling APL and have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] OK.