AccountId: 011433970860
ContactId: 9547561f-1690-40c8-9a66-2e52c02efa4c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 637219 ms
Total Talk Time (AGENT): 88437 ms
Total Talk Time (CUSTOMER): 164219 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/9547561f-1690-40c8-9a66-2e52c02efa4c_20250603T18:13_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEGATIVE] Hi, good afternoon, [PII]. I just got off the phone about 20 minutes ago with one of your, the representatives. They were supposed to, uh, send me an email with the instruction on how to file a claim, how to get signed on to the portal. I checked my junk mail. I checked everything, but I don't see anything.
[AGENT][POSITIVE] OK, I'll be happy to assist. May I have your policy number, please?
[CUSTOMER][NEUTRAL] Oh, let me get the policy number. I have it right here. Hold on, I'm sorry.
[CUSTOMER][NEUTRAL] The policy number for inpatient, outpatient, it does it matter?
[AGENT][NEUTRAL] It doesn't matter.
[CUSTOMER][NEUTRAL] 02268001
[AGENT][NEUTRAL] And your name and date of birth?
[CUSTOMER][NEUTRAL] No [PII].
[AGENT][NEUTRAL] And if you can verify your email address?
[CUSTOMER][NEUTRAL] STO.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][POSITIVE] Thank you for that.
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] OK, one moment please.
[AGENT][NEUTRAL] OK, do you mind holding for me a moment, please?
[CUSTOMER][POSITIVE] No problem, yes.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII] is currently unavailable.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] I appreciate your patience. I was trying to reach out to that representative to check on the status of that email, um.
[CUSTOMER][NEUTRAL] You know, she said she was gonna send me a guide and everything that I needed to upload, you know, my claims here.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] OK, and you're at the, the site um the.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] No, I, she, she said that she would've, she was gonna send me an email with the link and everything on it. And like I said, this was now going on almost half an hour ago.
[CUSTOMER][NEUTRAL] But if you have that link, I mean that uh um where I can go in.
[CUSTOMER][POSITIVE] And do it myself, that'll be great. But I will, I really would like that email that she stated cause she said she was gonna send it was like kind of instructions and stuff on, you know, how to navigate through the system and do everything that I needed to do, and or, you know, information that can help me.
[CUSTOMER][NEGATIVE] And I'm looking right now at the email again. I don't, I don't see anything in my junk mail. I don't have anything.
[CUSTOMER][NEUTRAL] And that website, is it behind the card it says [PII]?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] And do I have to do [PII] or forget about that until I set up a profile?
[AGENT][NEUTRAL] Um, I'm not familiar with that.
[CUSTOMER][NEUTRAL] Yeah, it says it in the back of the car. It's [PII], you know, [PII] whole [PII].
[AGENT][NEUTRAL] OK, because yeah, I just click on, I just go to [PII] and then it brings me.
[AGENT][NEUTRAL] To welcome to the online service center and then you click on create your OSC account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's gonna say what OSC.
[AGENT][NEUTRAL] It's gonna say um you're gonna see log in and then underneath that create your OSC account and you wanna click on that to create your account.
[CUSTOMER][NEUTRAL] What does that stand for? OAC.
[AGENT][NEUTRAL] Online service center.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, I've sent that um again, so let's wait a minute and see if it comes to your email.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Want me to check my email and see.
[AGENT][NEUTRAL] Oh wait.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK thank you hold on.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Let me check now.
[CUSTOMER][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Nothing yet. Today is the [PII].
[CUSTOMER][NEUTRAL] Oh, I got it.
[AGENT][NEUTRAL] OK, um, I had to send it twice because I think I forgot to, right, I for I think I forgot to, um, I had to send it twice because I think I forgot to attach the document. So you'll probably get it right after that, another one.
[CUSTOMER][NEUTRAL] I haven't.
[CUSTOMER][NEUTRAL] For [PII], right?
[CUSTOMER][POSITIVE] Oh, on one of them I see an attachment and the other one. And you know what? I think I got the other one as well, so they both must have come in at about the same time. All right, thank you so much. I do appreciate your help, [PII]. You have a wonderful day.
[AGENT][NEUTRAL] OK. Got you.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] You do the same thank you for calling.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye bye.