AccountId: 011433970860
ContactId: b2a989a3-ce8a-40a0-841e-72d36ddb2bcf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 664659 ms
Total Talk Time (AGENT): 182871 ms
Total Talk Time (CUSTOMER): 192643 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/b2a989a3-ce8a-40a0-841e-72d36ddb2bcf_20250611T14:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yeah, I was calling to check on the status of my claim. I'm trying to log into the um like the secured and public like the website and it keeps saying that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Like my account is not there um even though like I do the forgot password, it sends it to my email and then it won't let me reset it. So I guess I need help that and checking the status of my claim because I got a message this morning.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I can help you with both of those.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright and who am I speaking with?
[CUSTOMER][NEUTRAL] Uh yes, [PII].
[AGENT][NEUTRAL] And can I get a good callback number in case we get a disconnection?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And what's your policy number?
[CUSTOMER][NEUTRAL] Uh, hang on a 2nd, 02589560.
[AGENT][POSITIVE] Great, give me just a moment while I look you up.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sorry if you hear baby talk. I have my baby with me.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] I'm trying to keep
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And [PII], can I get you to verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] And your address that we have on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, let's look here.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] And what was the date of service for the claim?
[CUSTOMER][NEUTRAL] Um, uh, uh, I think I had put in [PII]. That's when I went on bed rest. I had her the [PII] though. I don't know. I can't remember which date I put on there, to be honest.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] do.
[CUSTOMER][NEUTRAL] But I think if they asked, I'm pretty sure the form had asked for like the last day of work which was [PII].
[AGENT][NEUTRAL] Right, OK.
[AGENT][NEUTRAL] All right, let's see.
[CUSTOMER][NEGATIVE] And I'm not because I edit stuff but so I don't know why it's not letting me log in anymore.
[AGENT][NEUTRAL] So we, uh, depending on, so last Monday we got a new um provider for our portal so we're asking everyone to recreate a new account. Everything from your old account will transfer over, but you will need to uh re-register uh when you reregister as an insured, uh, I would just enter in the information that is required, um, not any of the extra.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's it
[AGENT][NEUTRAL] So I believe it's just your email, your, your uh last name and your date of birth.
[AGENT][NEUTRAL] And it looks like we are missing, let's see, the claim form submitted was incomplete.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We'll need the employer's portion of the claim form in its entirety, let me see.
[CUSTOMER][NEUTRAL] Which is what I thought I had talked to someone yesterday saying that they still needed the employer's portion, but then I got a message this morning saying it was complete, which I had reached out to my employer had if she had sent it yet or not.
[AGENT][NEUTRAL] Yeah, it looks like we're still waiting on that.
[CUSTOMER][NEUTRAL] OK, and that's the only portion where my medical records received?
[AGENT][NEUTRAL] Let me see because I didn't see anything for medical records being needed, but let me double check.
[CUSTOMER][NEUTRAL] I didn't think medical records were needed either, but then yesterday my, the nurse from my doctor said that she had got received a fax from APL requesting medical records.
[AGENT][NEUTRAL] Right. OK, it's because it's on a different claim.
[AGENT][NEUTRAL] Or a claim a different claim number it's, it's on a different claim number um so I had to double check um it's all going to be under the one but they come with different claim numbers so let me look here.
[CUSTOMER][NEUTRAL] It's what?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEGATIVE] Hey, no, hell no.
[AGENT][NEUTRAL] position.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah, it looks like we got the physician one in now we just need the um the employer portion.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] OK, so I'll just need to create that new account. Can I do that while I'm on the phone with you to make sure it works properly?
[AGENT][NEUTRAL] Sure. Sure.
[CUSTOMER][NEUTRAL] OK, so welcome to online service center. Create your O I see, so it's a new one, so insured.
[CUSTOMER][NEUTRAL] Next, last name.
[AGENT][NEUTRAL] It will need to be the email that we have on file.
[CUSTOMER][NEUTRAL] Yeah, is it [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII]. OK perfect um let's see, let me.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] Mm, that would make sense why I'm not able to log in.
[CUSTOMER][NEUTRAL] Come on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So sign up error no user was found with the information that was entered.
[AGENT][NEUTRAL] OK, let's look at what's going on here. Give me just a second.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, last name, date of birth, [PII] [PII]. Yeah, I'm gonna try one more time.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah, it says no user was found the information is entered please try again.
[CUSTOMER][POSITIVE] I'm very glad I tried to do this with you on the phone.
[AGENT][NEUTRAL] Let me see what's going on.
[CUSTOMER][NEUTRAL] Oh, like
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Alright, give me just a second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEGATIVE] Alright, well I have verified all of this information and it should work. It's not working for me either.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So let me go ahead and put in a ticket to get it um we'll have our IT look into it and see what's going on. Uh, give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] Oh goodness.
[CUSTOMER][NEUTRAL] Look
[CUSTOMER][NEUTRAL] Ah
[AGENT][NEUTRAL] And what's the best way to reach you, phone or email?
[CUSTOMER][NEUTRAL] A phone.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Either one, but phone probably be better.
[AGENT][NEUTRAL] And it's the number that you're calling from, correct?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] You want
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, and what browser were you using?
[AGENT][NEUTRAL] Do you know if it was Edge or Chrome?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, Chrome.
[AGENT][NEUTRAL] Crow, OK.
[AGENT][NEUTRAL] Alright, I just put that service ticket in, um, so we'll give you a call or a text or I'm sorry, a call or an email whenever it gets done.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, but yeah, in the meantime, it looks like we're waiting for your employer's portion of your disability claim.
[CUSTOMER][NEUTRAL] That OK, that's what I thought was still needed, but then when I got a message, like a text this morning saying that it was complete. I was like, uh, OK, maybe she sent it, but then I couldn't log in online, so I was like, well, let me just call and see, so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, it, it that was what it was going to say is um.
[AGENT][NEUTRAL] Because I looked at it and it is showing that it was processed um yesterday and so we're just waiting for the employer portion we're not waiting for the position portion.
[CUSTOMER][POSITIVE] OK, perfect. Well, I appreciate it.
[AGENT][POSITIVE] Great, well thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Right, bye.