AccountId: 011433970860
ContactId: 96b36b5c-9ff1-42c6-97b2-189aae18730d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 774840 ms
Total Talk Time (AGENT): 203199 ms
Total Talk Time (CUSTOMER): 184200 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/96b36b5c-9ff1-42c6-97b2-189aae18730d_20250602T13:36_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Hi, good morning.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] I, um, my name, my name is [PII], and I've been unable to access my claim over the weekend online.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Can I get a good call back number in case we get disconnected [PII]?
[CUSTOMER][NEUTRAL] Oh, sure. [PII].
[AGENT][NEUTRAL] And do you have your policy number?
[CUSTOMER][NEUTRAL] 00, hold on here.
[CUSTOMER][NEUTRAL] I have everything here.
[CUSTOMER][NEUTRAL] OK, um, you said policy number, that claim number, policy number, OK, hold on here.
[CUSTOMER][NEUTRAL] Um, OK, policy number is 026.
[CUSTOMER][NEUTRAL] 04784
[AGENT][NEUTRAL] Let me look you up real quick.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][NEUTRAL] Thank you and can I get you to verify your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the address that we have on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Great, thank you so much.
[AGENT][NEUTRAL] Alright, so we haven't, um, over the weekend we officially launched our new OSC account.
[AGENT][NEUTRAL] So you will need to re-register. I can look at claim status for you, um, but I do know that we have to.
[CUSTOMER][NEUTRAL] Please, I've been, I've been trying to reread.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, I've been trying to reregister all weekend.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And it just says we can't seem to find your account.
[AGENT][NEUTRAL] And what um email are you using?
[CUSTOMER][NEUTRAL] Um, secured. [PII] login.
[AGENT][NEUTRAL] Oh no, no, what email are you using to what email are you using to try and log in? Sorry.
[CUSTOMER][NEUTRAL] [PII], I'm sorry, there's a [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Um, that's OK, um, [PII].
[AGENT][NEUTRAL] OK, I just wanted to make sure that we didn't have a misspelling or anything like that.
[AGENT][NEUTRAL] Uh, let me see here what it's.
[AGENT][NEGATIVE] Let's see why it's not working.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] And you said it was at [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, just trying to verify.
[AGENT][NEGATIVE] And when you pulled it up, it did look like a different, it looked like a different um screen, correct?
[CUSTOMER][NEUTRAL] Um, yeah, because before we would just say enter your user name.
[AGENT][NEUTRAL] Yeah, and you log in with your email now yeah it now it'll ask for your email.
[CUSTOMER][NEUTRAL] And now it's wanting an email address.
[CUSTOMER][NEUTRAL] OK, but it's, it still says we can't find the account so.
[AGENT][NEUTRAL] OK, let me check.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm just gonna try and do some troubleshooting and if not we might we we will give you a call back.
[AGENT][NEUTRAL] Um, to make sure.
[AGENT][NEUTRAL] Can you spell your
[CUSTOMER][NEUTRAL] OK, but if you can give me some claim information, I just, yeah, because the only thing I, I received the text and that it was complete, but I can't get in.
[AGENT][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And do you have the claim number or the date of service?
[CUSTOMER][NEUTRAL] I, um, claim number is 3601727.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like there's an it's an incomplete form. Let me see what you need.
[CUSTOMER][POSITIVE] My gosh.
[AGENT][NEUTRAL] OK, it looks like we need the employees portion of the claim form um in its entirety. uh, the claim is considered will be inactive until uh we receive the requested information, so this is for a disability claim yeah it we will need the employer to complete everything.
[CUSTOMER][NEUTRAL] Right, OK, OK, you said the employee.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, they already did. I already faxed that to you or not to you, but I already faxed that.
[AGENT][NEUTRAL] OK, let me see what's going on here.
[AGENT][NEUTRAL] Let me try and pull up what you sent in and see if I can help you.
[CUSTOMER][NEUTRAL] OK, yeah, because that that's all that was there in the packet and that's all the employer forwarded to me.
[AGENT][NEUTRAL] Give me just a moment while it pulls up for me.
[CUSTOMER][POSITIVE] OK. All right, thank you.
[CUSTOMER][NEUTRAL] Ouch.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Let me go, I think.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, here it is.
[AGENT][NEUTRAL] OK, it looks like I see 3 documents that were submitted.
[CUSTOMER][NEUTRAL] That it's
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] From Dignity Health.
[AGENT][NEUTRAL] I see the attending physician's statement.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, I
[CUSTOMER][NEUTRAL] Oh my goodness, hold on here, um.
[AGENT][NEUTRAL] And then I see.
[AGENT][NEUTRAL] Yeah, and then I see J for the treatment. So I'm not seeing it.
[AGENT][NEUTRAL] I'm, I'm seeing the the position portion and your portion.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] OK, let me find it here and I'll resubmit it. I'm I'm just frustrated that it's taking so long.
[AGENT][NEUTRAL] But I'm not
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] I completely understand.
[CUSTOMER][NEUTRAL] Um, to get these done.
[CUSTOMER][NEUTRAL] And um and I know I sent it but I will redo it.
[AGENT][NEUTRAL] Um, do you want me to verify the fax number? It looks like you faxed everything else correctly though, so.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] No, I, I don't have a fax. I can only scan.
[AGENT][NEGATIVE] I can't do that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Hang on I'm trying to uh see where I sent it um.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Hey, I know I sent it anyway, I, um, gosh darn it, um.
[AGENT][NEUTRAL] I do see
[CUSTOMER][NEUTRAL] OK, I'll, I'll resend it, but I'm getting, like I said, is there a special, well, for when I need my access to my account so I can send it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] So somehow I need to how to get access back into my account and then I will resend this.
[AGENT][NEUTRAL] Yeah, if you could do that and we could resubmit or
[AGENT][NEUTRAL] You can submit it in there with the policy or with the original claim number and we should be able to get that back to you um but yeah, I'm just not seeing it. Let me see uh.
[AGENT][NEUTRAL] Let me put your name and number in and we will call you to try and figure out what's going on with the online account for you um is the number that you called me on that is the correct number I can give you?
[CUSTOMER][POSITIVE] Yes it is, and I hope it's today because I need to get this. I need to get I need to get this expedited.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, ma'am. I'll make sure that someone reaches out to you.
[CUSTOMER][NEGATIVE] It's taking forever.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, I will send an email to someone that is, that will be reaching out to you um and get this resolved, OK?
[CUSTOMER][POSITIVE] OK, I appreciate it.
[AGENT][NEUTRAL] Alright, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, thank you though. And I will, I'll, I'll have this ready to resend as soon as someone calls.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, well, if there's nothing else, um, can I just sent the email, uh, hopefully someone will hear you will hear back from someone today.
[AGENT][POSITIVE] Um, and then we'll get this resolved and we'll get your claim form sent in, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Great. Have a great day.
[CUSTOMER][NEUTRAL] OK, bye. God darn it.
[AGENT][NEUTRAL] Bye.