AccountId: 011433970860
ContactId: a5614ba0-9448-4963-a3e9-a593636e7f95
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 286540 ms
Total Talk Time (AGENT): 143293 ms
Total Talk Time (CUSTOMER): 108959 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/a5614ba0-9448-4963-a3e9-a593636e7f95_20250604T19:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I am trying to figure out if I should go ahead and uh how's the best way to file a claim on our cancer policy.
[AGENT][NEUTRAL] OK. Uh,
[CUSTOMER][NEGATIVE] And I can't, I can't seem to get in online or anything, so I need help.
[AGENT][NEUTRAL] OK. Um, have you ever logged in before online?
[CUSTOMER][NEUTRAL] I thought I had, but.
[AGENT][NEUTRAL] OK, um, we did recently update the platform and so the reason I was asking is because since it's been updated on Friday, everybody's needing to go in and create a new account so you're gonna have to create a new account even if you had in the past.
[CUSTOMER][NEUTRAL] Oh OK well it's been a year since I did anything on it, so.
[AGENT][NEUTRAL] OK, so you would just go to our website if you want to do it online or you can mail the claim or fax it, um, those are two other options also.
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] Do y'all have new
[CUSTOMER][NEUTRAL] Uh, do y'all have new.
[CUSTOMER][NEUTRAL] Forms to mail in.
[AGENT][NEUTRAL] Um, I can send you the claim form. I think it's probably the same, but it's probably a good idea just to get a new one just in case.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you want me to
[CUSTOMER][NEUTRAL] Why don't you just send me a form?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Can you uh double check my policy number to see if make sure I'm.
[CUSTOMER][NEUTRAL] With the right policy and all this kind of stuff.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, what's the policy number?
[CUSTOMER][NEUTRAL] 699022
[AGENT][NEUTRAL] And then if I could verify your name and date of birth.
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][NEUTRAL] But it may be um it's under my husband's name, so [PII] [PII].
[AGENT][NEUTRAL] Thank you and then if I could lastly just verify the physical address we should have on file.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, perfect. And then when did you want me to email the forms or do you want me to put it in the US postal mail?
[CUSTOMER][NEUTRAL] Do snail mail, just send it to me through the post office.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I'll send you a couple of claim forms that way you have them, that way if you want to make a copy, you can.
[CUSTOMER][NEUTRAL] OK, and do y'all have like a an app that we could go through or?
[AGENT][NEGATIVE] We have the web site where you can check your claims and file, but there's not like an app you can download.
[CUSTOMER][NEUTRAL] OK, OK, alright then, uh, so when I go on to the online form I'll just need to start a new account.
[AGENT][NEUTRAL] Mhm you're gonna click yeah create new OSC account like you've never logged in before.
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] And then going going forward when uh the user name is actually gonna be your email address.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Instead of whatever may have been set up in the past, so the email that you have.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I think what I had.
[CUSTOMER][NEUTRAL] I had written down with [PII] was my username and I was like, OK, they're asking for an email. I don't know.
[AGENT][NEUTRAL] Right, yeah, so it's your [PII] account on file. Is that still good for you?
[CUSTOMER][NEUTRAL] And it says [PII]?
[AGENT][NEUTRAL] Mhm, [PII].
[CUSTOMER][POSITIVE] Yes, that is still good.
[AGENT][NEUTRAL] OK. OK. So when you're creating your
[CUSTOMER][NEUTRAL] And but I just don't have a password.
[AGENT][NEUTRAL] Right, so when you create the account.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it's gonna ask you for your email. It's gonna ask for the last name.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] And date of birth on the policy and zip code. So when you do all that, then you're gonna create a password for the uh
[AGENT][NEUTRAL] Policy.
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][POSITIVE] I can do all that. All right, well, good to know.
[AGENT][NEUTRAL] All right. If you have any questions or, yeah, if you have any questions or concerns, please feel free to call back.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.