AccountId: 011433970860
ContactId: a2b7a77c-4aa0-4876-bfbf-fe09539eb5ad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 622770 ms
Total Talk Time (AGENT): 179819 ms
Total Talk Time (CUSTOMER): 224579 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/a2b7a77c-4aa0-4876-bfbf-fe09539eb5ad_20250616T15:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in claims. How are you?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][MIXED] I'm great. I have an insured on the line. She's having issues and she's very upset about
[CUSTOMER][NEGATIVE] Her claims not getting processed. I tried to walk her through getting into the system. Nothing is matching.
[CUSTOMER][NEUTRAL] She can't get in basically. I sent over a her request to fix her first name because we have it in the system that's incorrect, so I already sent to her request to fix that, but she still needs help getting into the system.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, what is her policy number?
[CUSTOMER][NEUTRAL] 02626318.
[CUSTOMER][POSITIVE] Everything in the system matches and it's [PII] and I got her callback number.
[AGENT][NEUTRAL] Oh, I see, and we spelled it with a.
[CUSTOMER][NEUTRAL] Her middle name is [PII] and we just put it together.
[AGENT][NEUTRAL] Oh, that's fine. All right, um, what's your callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Alright you can send her over.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] [PII], are you there?
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] Hi this is [PII] with APL um I heard you're having some trouble getting into.
[CUSTOMER][NEUTRAL] Yes I
[AGENT][NEUTRAL] Your OSC account?
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] Alright, and are you at [PII]. [PII]?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yes I am.
[AGENT][NEUTRAL] Alright, give me just a moment, let me see what's going on.
[AGENT][NEUTRAL] All right, so, uh, when you go to
[AGENT][NEUTRAL] Secure. uh sorry, [PII].
[AGENT][NEUTRAL] Uh, go to create your OSC account.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] Um, click on insured.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And since your it looks like your spouse is the policy holder, um it will be uh his information, so I would only fill out the um boxes that have an asterisk which is last name, email, and date of birth uh it'll be his date of birth um since he's the policy holder.
[AGENT][NEUTRAL] And do you know the email that we have on file, the Gmail account?
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I, it's allowing me and now I was putting in all the other fields, um, so I don't understand why I would do that but it's OK. I.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, sometimes there's been issues but yeah since he is the policy holder it'll be his information and then only fill out anything that's that's required um I wouldn't fill out anything else um so then once you've filled out the information um I would verify the email first so put that email code that email uh in there and click send verification code.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And then I would uh verify that email and then continue adding your password and everything like that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It just came in. I need a new code. It just came in. Alright, give me a minute. Let's just confirm I can get on because he should have just gotten a new code.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] That's OK. I can stay on with you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Get in here to this password area and see if it'll allow me in.
[AGENT][NEUTRAL] And again for information you wanna put the policy holder's information in there um display name isn't necessary it's just how you want the system to identify you um so if you don't wanna have anything there it'll just put you as unknown and it's, it's just uh it's just for what's on the screen.
[CUSTOMER][NEUTRAL] See it's gonna send you another verification code.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] uh
[CUSTOMER][NEUTRAL] All right, so I'm on the dashboard right now.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And she was, my God.
[CUSTOMER][NEUTRAL] And it's asking me if I wanna receive updates via a text message. Does that have to be the number already registered? Can I make it my phone number?
[AGENT][NEUTRAL] Um, for text messages you should be able to put your number.
[CUSTOMER][NEUTRAL] So now that I am in.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Where would I find?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Actual place to go and she was saying I had to add a new claim.
[CUSTOMER][NEUTRAL] In order to even update.
[CUSTOMER][NEUTRAL] A diagnosis that they're wanting on a claim they already have so.
[CUSTOMER][NEUTRAL] Um, obviously I'm gonna have to go through that process because she says that's what I have to do, but my other thing is, where am I gonna find something to show me what's already in there with you all and when I will expect to see that.
[AGENT][NEUTRAL] OK, so if you go to my policy.
[AGENT][NEUTRAL] And then you'll see a blue, a little box that has hands with a heart in the middle of it it says view policy details.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Click that and then there should be two tabs at the top that says my details and then claims.
[CUSTOMER][NEUTRAL] OK, let me get this to pull back up one second.
[CUSTOMER][NEUTRAL] Oh dear Lord.
[CUSTOMER][NEUTRAL] OK, I've already done this
[CUSTOMER][NEUTRAL] OK, to go to my policy.
[CUSTOMER][NEUTRAL] And then I see claims.
[AGENT][NEUTRAL] And click on that.
[CUSTOMER][NEUTRAL] And there's OK, I see that claim and it says they completed early stage service process amount paid.
[CUSTOMER][NEGATIVE] Uh, that makes no sense.
[CUSTOMER][NEUTRAL] That's the one that's needing the diagnosis code.
[CUSTOMER][NEUTRAL] So in order to attend the diagnosis to that, is it true that I have to go through to start a new claim and just send the diagnosis and then they'll go back and attend it or how do I do that?
[AGENT][NEUTRAL] Uh, you'll wanna listen to the, the woman from claims department, so she said you need to file a new claim. You'll file a new claim. Is it for you or for your husband?
[CUSTOMER][NEUTRAL] It's for me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] What I'm looking at right now, so do, but it's not limited itemized bills with the diagnosis codes to bills office notes. OK, so she said what they need is just my diagnosis code.
[CUSTOMER][NEUTRAL] And she said they will see that I'm sending it in.
[CUSTOMER][NEGATIVE] For that and they'll grab it and attach it to it that don't make sense to me. There should be a way to append whatever they need right there to that one so it's also synced.
[AGENT][NEUTRAL] Uh, well, once they process it, they'll process it under that under that claim number. So it looks like the claim number ends in 2837. They'll be able to process it. They'll they'll attach that claim number to it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, so um.
[CUSTOMER][NEUTRAL] Let me just go back and see if I have any more questions. Can you correct my my first name from [PII] to [PII] and my middle initial is [PII]
[AGENT][NEUTRAL] Uh, yes, we did put in a request for that to get changed and that should get updated soon.
[CUSTOMER][NEUTRAL] OK, alright, I'll go ahead and submit this additional documentation over for that one then I'll submit the documentation, uh, straight in here for this new claim then.
[AGENT][NEUTRAL] Yes, and then they'll be able to attach it to the the claim that it's in regards to.
[CUSTOMER][POSITIVE] All right I appreciate your help thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Alright bye bye.