AccountId: 011433970860
ContactId: 9cd27a84-91ad-4ef7-8ffa-b0f1f4baa945
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201059 ms
Total Talk Time (AGENT): 50390 ms
Total Talk Time (CUSTOMER): 97860 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/9cd27a84-91ad-4ef7-8ffa-b0f1f4baa945_20250624T20:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, [PII], this is [PII]. Uh, I'm trying to sign into our online service center.
[CUSTOMER][NEUTRAL] And um we had this problem before and my husband called and I thought we set it up to where I could um have you know go through on his account or set up my own account but the email address and password I put in it says it can't locate it.
[AGENT][NEUTRAL] OK. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, it's a cancer policy. It's 00425102.
[AGENT][NEUTRAL] OK, and then can you verify the address on the account?
[CUSTOMER][NEUTRAL] Uh-huh, [PII].
[AGENT][NEUTRAL] And then what was your date of birth?
[CUSTOMER][NEUTRAL] Mine is [PII].
[AGENT][NEUTRAL] OK, um, a dependent or or a spouse or dependent can't set up the account. You can't have a separate account. The account can only be under the insured.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um, so it has to match the insured's information. Is [PII] available?
[CUSTOMER][NEUTRAL] No, he's not. Um, we went to this is, um, did they make notes where we've done this before and he's called?
[AGENT][NEUTRAL] Um, I let's see, I don't show like I don't show that you have like a HIPAA authorization on file for his account.
[AGENT][NEUTRAL] Is that what you're saying?
[CUSTOMER][NEUTRAL] No, well, no, I was just trying to file our claims and I couldn't do an online service because they were saying the same thing, so he called and they said that, you know, they sent me a temporary password and I could go in and create that, you know.
[CUSTOMER][NEUTRAL] Account
[AGENT][NEUTRAL] Well, we've got a new um beginning in June we, we've upgraded our website so you have to recreate the account.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] So all over again.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, so that I just need to go on to create your OSC account.
[AGENT][NEUTRAL] Yeah, it just has to, like I said, it has to be done with the insured's information, so.
[CUSTOMER][POSITIVE] OK, well thank you.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thanks bye bye.