AccountId: 011433970860
ContactId: 953ca244-1771-46b9-85a7-851fbb6ecca3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1419680 ms
Total Talk Time (AGENT): 537303 ms
Total Talk Time (CUSTOMER): 499880 ms
Interruptions: 3
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/953ca244-1771-46b9-85a7-851fbb6ecca3_20250602T18:11_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], it's [PII]. Uh, I actually spoke to you guys, uh, last week. Um, I was told that a new site was being created cause I didn't get prompted, uh, with the accident claim form and so I've been getting that completed and I've subsequently had an MRI on Friday, and today I'm actually going to have an ultrasound of my knee, uh, for potential blood clot.
[AGENT][NEUTRAL] No
[CUSTOMER][NEUTRAL] And I've tried to get back online to upload documentation and see the status of my last conversation with you guys because I was told that the claims were denied A when I had an accident and then B the the uh preventive care wellness benefit I had to point out in the actual certificate to the lady that that was covered and she said it wasn't normally added in in the type of plan that I had.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] But it was there but I can't see anything now. I can't even get online.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Because when I went to try to do forgot password and to verify my email, I get the uh the code sent to my email. I put it in and then it's telling me there's nothing associated with my email address.
[AGENT][NEUTRAL] OK, so you were trying to sign into the portal, [PII], but you're having difficulty. Is that correct?
[CUSTOMER][NEGATIVE] At the very least, but I also called last week and, and I don't have my notes in front of me. The young lady was getting ready to go into a meeting she was gonna talk to her supervisor and then she was gonna give me a call back and I gave her both my office and my cell number. I did not hear back from her at all.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII], so.
[CUSTOMER][NEUTRAL] Which is
[AGENT][NEUTRAL] I'm sorry, go ahead. I did not mean to interrupt you. Go ahead with what you were gonna say.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Yeah, which is extremely frustrating on top of it I'm a broker and this is our company account.
[CUSTOMER][NEGATIVE] And so the experience, I will tell you straight out, it's been horrible.
[AGENT][NEUTRAL] Well, [PII], I am very sorry to hear all of that, but what I will do is I'm gonna pull up your policy information. I'll have to verify some things with you for security. I will try and assist you in getting your personal account set back up uh in the online service center.
[AGENT][NEUTRAL] And then we can go from there as far as um.
[AGENT][NEUTRAL] What we need to do next, OK?
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] So if you could please give me your last name.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Thank you. And your callback number?
[CUSTOMER][NEUTRAL] Uh, currently we're, I'll just give you my cell. It's [PII].
[AGENT][NEUTRAL] OK, thank you. And your policy number, please?
[CUSTOMER][NEUTRAL] I do not have that, ma'am. I can't see anything. Well, hold on just a second, I downloaded it.
[AGENT][NEUTRAL] OK. I can look it up. Well, I can look it up with your social if that's easier.
[CUSTOMER][NEUTRAL] Uh, I'll go ahead and give that to you. It's [PII].
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] OK, thank you very much. One moment, please.
[CUSTOMER][NEUTRAL] And I told the lady, I said, I'm a 32 year agent and I've sold thousands of these types of policies.
[CUSTOMER][NEUTRAL] And it's crazy the response that I've gotten from you guys.
[AGENT][POSITIVE] Uh, I'm just so sorry to hear that. Uh, I mean, I truly am. Um.
[AGENT][POSITIVE] So I'm gonna certainly see if I can help you.
[AGENT][NEUTRAL] OK, so first off, um, [PII], any information that I do provide will be a verification of benefits and not a guarantee of payment, as I said, I will have to verify several things with you for security. So first off, if you'll please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you, let's see, it is.
[AGENT][POSITIVE] It is the same as the one that you gave me, so that is the best number that we should have for you on file.
[CUSTOMER][NEUTRAL] Yes ma'am mhm.
[AGENT][NEUTRAL] Thank you. And lastly, your email address. This does appear to be a work email.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right, so as far as your personal profile in the online service center, yes sir, there were some updates to the portal so.
[AGENT][NEUTRAL] You've tried to log in today.
[CUSTOMER][NEGATIVE] I tried to use forgot password. I even tried to create your OSSC account neither way it worked.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so let's, I'm gonna try and walk through the steps. If you have time and can do that with me now, so that we can see exactly what may be occurring and so I can report it if we're still not able to.
[AGENT][NEUTRAL] Sign in with me helping you.
[CUSTOMER][NEUTRAL] Yeah, I've got about 30 minutes and I gotta get to the hospital, so.
[AGENT][NEUTRAL] Sure. OK. So we'll do the very best we can to, to try and get this um looked at. So when you pull up,
[AGENT][NEUTRAL] The website and go to the [PII].
[CUSTOMER][NEUTRAL] I'm at your log in right now. It says welcome to the.
[AGENT][NEUTRAL] OK, does it
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] It says Welcome to the online service center log in.
[CUSTOMER][NEUTRAL] And so when I click on the log in, uh, I had my password saved with the old uh site I don't remember what I put in there so I hit forgot password and it went through the process it gave me a code. I put the code in and when I hit uh it said verified email address but when I went to to click the next step it said nothing associated with that email address.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so let's, we're gonna try to do this a little differently so on that log in screen select create your OSC account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And insured.
[AGENT][NEUTRAL] And then insured, yes, sir.
[AGENT][NEUTRAL] And next,
[CUSTOMER][NEUTRAL] And let me get this in.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I went through this whole process earlier uh let's see.
[CUSTOMER][NEGATIVE] You definitely don't want that email.
[AGENT][NEUTRAL] And it would need to be the one that you just verified with me. Mhm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] My finger hit another one.
[CUSTOMER][NEUTRAL] Alright, uh, all that's done.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Complete your account whoa.
[CUSTOMER][NEUTRAL] Well my screen went completely blank so.
[CUSTOMER][NEUTRAL] Let's see what happened here.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Well this is different now it's giving me.
[CUSTOMER][NEGATIVE] Uh, I don't want that.
[AGENT][NEUTRAL] Yeah, once you enter your date of birth and your email all that and click next.
[AGENT][NEUTRAL] Then it should
[CUSTOMER][NEUTRAL] It actually
[CUSTOMER][POSITIVE] A brand new page where I'm actually able to put in now.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Information
[AGENT][NEUTRAL] Earlier today, they were working on it. [PII], there was some type of technical issue that our IT department was working on earlier today.
[AGENT][NEUTRAL] I don't know what time you tried to, to log in.
[AGENT][NEUTRAL] 4
[CUSTOMER][NEUTRAL] Word entry to
[CUSTOMER][POSITIVE] That's interesting.
[CUSTOMER][NEUTRAL] Let's do this again.
[CUSTOMER][NEUTRAL] Now up at the top it says after I put all this in and hit continued with a new password, uh my name in there and then I guess just a user name showing it says claim not verified email address and then.
[AGENT][NEUTRAL] Uh-huh. Yes. OK.
[AGENT][NEUTRAL] Yes, it
[CUSTOMER][NEUTRAL] So I guess I'll hit send verification code again.
[AGENT][NEUTRAL] Yes, sir. Uh-huh. You'll have to do that twice. It's asking, it's kind of like a double authentication, a two-factor authentication.
[CUSTOMER][NEUTRAL] The one I did at [PII] so I haven't got the newest one yet.
[CUSTOMER][NEUTRAL] Here we go.
[CUSTOMER][NEUTRAL] I just copied and paste it and I'll hit verify.
[AGENT][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] When I did that claim not verified email address then it says change email.
[CUSTOMER][NEUTRAL] And right below that it says wait a minute right below where it says claim not verified email address it says email uh email address verified you now can continue.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Oh, now it goes OK.
[CUSTOMER][NEGATIVE] That was kind of wonky.
[CUSTOMER][NEUTRAL] It's sitting here thinking now.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] But it's letting you get a little farther than you could earlier? Good. OK, well, that's excellent because I'm, I'm learning.
[CUSTOMER][NEUTRAL] Yeah it is.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, now it is
[CUSTOMER][NEUTRAL] Now it says I'm verified but my screen just clicked out again so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So it did email you your code. Did it email you your verification code?
[CUSTOMER][NEUTRAL] Yeah I did um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I'm having to sign back in so I'm having to get another code.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The things we have to do because people couldn't do the right thing.
[AGENT][NEGATIVE] It's hard when you have so many bad guys in the world and we have to go through so many steps now.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] All right, so here we go.
[AGENT][NEUTRAL] To keep our stuff secure.
[CUSTOMER][NEUTRAL] And now I went to my APL screen and the login circling.
[CUSTOMER][NEGATIVE] What the heck?
[CUSTOMER][NEGATIVE] Now you guys are just circling after you gave me my code.
[CUSTOMER][NEGATIVE] It took me out of that screen and I'm back to the welcome screen and the log in is like I said circling or thinking.
[CUSTOMER][NEUTRAL] I guess while I'm sitting here watching this go on, do you show any update in the system where at least my wellness or preventive care benefits are paid?
[AGENT][POSITIVE] I can certainly check that for you.
[AGENT][NEUTRAL] So the last two claims that I do see that were, you know, most recently processed.
[AGENT][NEGATIVE] They do still show as denied.
[AGENT][NEUTRAL] On here [PII]
[AGENT][NEUTRAL] Let me pull the remark.
[CUSTOMER][NEUTRAL] Do you show anything after last week and uh put in there.
[AGENT][NEUTRAL] Um, anything that you may have uploaded or faxed to us?
[CUSTOMER][NEGATIVE] No, no response internally for you guys.
[CUSTOMER][NEUTRAL] Like I said, can you see who I spoke to last week?
[AGENT][NEUTRAL] I see that someone called.
[AGENT][NEUTRAL] And left you a message on the [PII]. So that would be Thursday. They called [PII].
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] Yeah I still haven't got that message.
[AGENT][NEUTRAL] Well, it says that there was a message left, left message regarding certain specific claims.
[CUSTOMER][NEUTRAL] Mm OK.
[AGENT][NEUTRAL] And they left their callback information.
[AGENT][NEUTRAL] Now, I will be happy to see if, you know, that person is available that could speak to you that left you the message since it says that they left you their contact message. Sure, yeah, I'll be happy to. Give me just a second. Is that still thinking? Is your own, we've got multiple things going on here, [PII]. So is that still thinking?
[CUSTOMER][NEUTRAL] Yeah, if you don't mind.
[CUSTOMER][NEUTRAL] Yes ma'am, I know.
[CUSTOMER][NEUTRAL] Um, it's still thinking, yes ma'am.
[CUSTOMER][NEUTRAL] Actually
[CUSTOMER][NEUTRAL] I'll take that back. It was a phone call. I've got it now a text to voicemail that I'm looking at.
[CUSTOMER][NEUTRAL] Her name was [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] You're saying it's not supported without updated information uploaded, yes.
[CUSTOMER][NEUTRAL] And this is a long voicemail to text here he's available.
[AGENT][NEUTRAL] Yeah, I'm gonna, well, I'm gonna see if absolutely I have just um sent her a message. I'm just making sure she is available so that once you and I are finished with your online service center.
[AGENT][NEUTRAL] But if she is available, I can connect you with her.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, because Labor did my A1C and I thought that I uploaded that information.
[CUSTOMER][NEUTRAL] Yeah, I'm a diabetic unfortunately 2 years ago, so.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Uh, it's part of a 3 month cycle.
[AGENT][NEUTRAL] Yes, sir. I, I understand that.
[AGENT][NEUTRAL] And that is still spinning?
[CUSTOMER][POSITIVE] Yes it is. I'm almost inclined to just go out of it and try again.
[CUSTOMER][NEUTRAL] At this point
[CUSTOMER][NEUTRAL] That's what I'm gonna do because this is.
[CUSTOMER][NEGATIVE] It should have done something by now.
[CUSTOMER][NEUTRAL] Alright, let me go back into the APL.
[CUSTOMER][NEUTRAL] All right, here we go.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh great, when I go back to it it's thinking again.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] you know, let's just try to get Roxy on the phone at this point because I don't know what's going on with your system.
[CUSTOMER][NEUTRAL] And I've got 30 minutes, uh, stretching it before I have to leave.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so what I'm gonna do is I'm going to go ahead and try and and connect you with her and then if you still after your appointment because we're here until [PII], if you're still having an issue um then call us back on the OSC part of it. You might wanna try to clear your cache in your browser that is something that they have recommended for us to tell our callers and then try it again, but.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] In the event that it's still not letting you set it up, you know, we'll have to get certain pieces of information from you so that they can look into it a little bit further.
[AGENT][NEUTRAL] But we will be here until [PII] Central time.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, is there
[CUSTOMER][NEUTRAL] Yeah and I'm clearing right now.
[AGENT][NEUTRAL] OK, and I'm sorry that you're having all this this difficulty, [PII]. I truly am, but if there's anything that we can do, please let us know and please do call us back on this, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so before I connect you today with [PII], is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] No, not at this time, ma'am.
[AGENT][POSITIVE] OK. Well, thank you so much for calling APL and I hope your appointment goes well for you.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][NEUTRAL] You're welcome. So one moment.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hey, [PII], it's [PII].
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] How are you today, my friend?
[CUSTOMER][NEUTRAL] Breathless.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] We're all breathless today.
[CUSTOMER][NEUTRAL] Exasperated.
[AGENT][NEUTRAL] All of us today. I feel like I have worked 20 days.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] And it's not even [PII].
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] So this gentleman, he's, uh, OK, so his OSC we still can't get that. It's still spinning, that's still a problem. So he's, and he's got an appointment. He's got to be too soon. So he's gonna try again later with his OSC if it's still giving him an issue, I've told him to call back on that. Um, and he didn't even realize he had a message from you until he was on the phone with me because he was complaining that we had not called him back and he's one of our brokers.
[CUSTOMER][NEUTRAL] Yeah, if I call them back that day.
[AGENT][NEUTRAL] And so I said,
[CUSTOMER][NEUTRAL] What's his policy number?
[AGENT][NEUTRAL] 248. That's OK. 248-7523. Again, that's 248-752-3 [PII]. But then I didn't give him your name. I just looked at the notes and I said, well, I see that someone did call you on the [PII] and called off the phone number. Well anyway, he said he still didn't have it. I said, well, you know, and I, I can only see the notes and it does show that someone did return the call.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And so while he's waiting on his [PII], he did find his.
[AGENT][NEUTRAL] Voicemail from you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So anyway, but he uh he is one of our brokers, so.
[CUSTOMER][NEGATIVE] Yeah, I know he was really kind of nasty and to me actually. He, he talks to us like we're stupid.
[AGENT][NEGATIVE] Yeah, he was pretty, yeah, he wasn't, yeah, he wasn't very cheerful. Yeah, he wasn't very cheerful with me either.
[CUSTOMER][NEUTRAL] And the
[CUSTOMER][NEUTRAL] The crazy thing is is that he actually checked the wrong box on the claim form because he was right away, oh, I'll tell you where it's at in the policy go to page 22, you know.
[AGENT][NEUTRAL] Uh.
[AGENT][POSITIVE] Mm, I, I can totally, I, I, yup, I can totally hear that entire conversation without actually ever having heard it based on my conversation with him.
[CUSTOMER][NEUTRAL] One of those
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So, um, yeah, and then what I guess he said there wasn't an option to file the accident claim and I'm like as soon as you check it, um, I should should prompt you to um.
[CUSTOMER][NEUTRAL] You know, download the claim form and then upload your documents.
[CUSTOMER][NEUTRAL] He wasn't hearing any of that.
[AGENT][NEGATIVE] Mm, well, I don't know, but this [PII] today has got, I feel like a new employee who's never.
[AGENT][NEGATIVE] Come to work until today at APL. It's bad. It's so bad today.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] What's his call back [PII] [PII].
[AGENT][NEUTRAL] Uh, his contact number is [PII]. No, it's not the one on the screen. It's the one that you called him on in not [PII]. And that is the one that you have in your notes.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Well, are you ready?
[CUSTOMER][POSITIVE] Alright, I've got a document pulled up and he's been verified all that good stuff, right?
[AGENT][NEUTRAL] Yeah, yeah, oh yeah, he has, yes.
[CUSTOMER][POSITIVE] Alrighty, you can send him on through.
[AGENT][POSITIVE] All right, [PII]. Well, thank you. Yes, ma'am. Have a good afternoon, [PII].
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hope it gets better.
[AGENT][POSITIVE] Thanks, thanks. Bye.