AccountId: 011433970860
ContactId: c1a5cf7f-a464-45d6-84eb-e86031cdc0e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1013710 ms
Total Talk Time (AGENT): 365897 ms
Total Talk Time (CUSTOMER): 235525 ms
Interruptions: 4
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/c1a5cf7f-a464-45d6-84eb-e86031cdc0e1_20250620T18:19_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling UPL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Carry on.
[CUSTOMER][NEUTRAL] Oh yes, I was trying to create an account.
[AGENT][NEGATIVE] OK, um, on the online service center and it's giving you an error.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK. I'm definitely sorry that you're receiving the error. I'll be more than happy to help you. Um, may I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And Ms. [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And your policy number?
[CUSTOMER][NEUTRAL] Um, I think it's 237-547-5.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] All right. And I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and I think the email that I have on file is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, ma'am, that's it.
[CUSTOMER][NEUTRAL] Why is it that, uh, oh, OK.
[AGENT][NEUTRAL] And so when you're um logging, when you're trying to log on, which error does it give you like?
[CUSTOMER][NEUTRAL] Um, OK, let's see if I could do it again.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So once I put all the birthdays in the uh email and then I hit next.
[CUSTOMER][NEUTRAL] It says error no user was found with the information that you entered, please try again.
[AGENT][NEUTRAL] OK, hold on one moment, let me see if I can.
[CUSTOMER][NEUTRAL] I was just trying to sign up, but is that the right policy number I gave you?
[AGENT][NEUTRAL] It is, um, so there's two things I'm going to look at. So for one, we did launch a new website, so I'm going to try to um do it on my end and see, see what I can, how far I can get, but also, um, the, the policy is no longer active as of [PII].
[AGENT][NEUTRAL] So now with the old system, if the policy wasn't active, you weren't able to create an online account, you can still file claims though, it would be like fax and mail, but I'm gonna check and see about the new system if that's still the case.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, so I don't, so I have to get a new policy number?
[CUSTOMER][NEUTRAL] Or
[AGENT][NEUTRAL] Well, it's, if you're wanting to keep the services, um, well, it's been over 30 days, so I will have to see what the options are, but if you're just trying to file a claim for this policy, if it was active, you can, you don't have to like get a new policy number. What are, what are you trying to, like, what do you need to do?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, I'll just, uh, following the claim.
[AGENT][NEUTRAL] Oh, OK. Um, so let me check the online service center and see how far I can get and then um if we can't, you do still have the option to mail it or um fax it in to us.
[CUSTOMER][NEGATIVE] So you can't um download it on your phone and.
[CUSTOMER][NEUTRAL] That's what I'm trying to do, just send it in.
[AGENT][NEUTRAL] Well, I'm not sure. I'm getting ready to, I'm getting ready to try to do that now. I just, I'm just letting you know if I can, or you know, if the, if that's not an option, what we can do.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Because it won't even let me even create an account.
[CUSTOMER][NEUTRAL] She walked, but she kinda told me earlier what to do, like go to OSC, create an account and then she say something like a red box on the right corner, but I don't see the red box.
[AGENT][NEUTRAL] OK. Hold on one moment. I'm gonna try it on my end. Do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, hold on one moment.
[CUSTOMER][NEUTRAL] OK. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] All right, thank you so much for holding. Do you have access to the work email that's on file?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm getting ready to send a verification code. Let me know what that code is when you get it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, let's see, the [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so what I'm gonna do, I was able to um set up an account for you so I just put a like a generic password. I'm gonna um well I can just let you know it. I was gonna send you an email, but that's, but we can just do it all now. Um, so the, the.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Password is [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] and uh um [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, um, go ahead, um, if you want to click out of the screen that you're on and go back to that main page.
[AGENT][NEUTRAL] And then anytime you log in, it's going to send a verification code.
[CUSTOMER][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] Oh, OK, let's see.
[CUSTOMER][NEUTRAL] So go back to the very first page where it asks you.
[CUSTOMER][NEUTRAL] What role best describes you, which would be the insurer?
[AGENT][NEUTRAL] Oh no, you can, um, if you, you can just click out of that um whole screen and create a new tab.
[CUSTOMER][NEUTRAL] OK, let's see, just let me go to log in?
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Um, yes, if it, if you
[AGENT][NEUTRAL] Yes, you can click on lo[PII]. Did you click the back button all the way till you got there or you start over?
[CUSTOMER][NEUTRAL] Um, I click the back button, but now it's saying where I could just sign in with the email and the password.
[AGENT][NEUTRAL] Yeah, I don't want it to get jammed up, so let's just click out of that screen altogether.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and we can
[CUSTOMER][NEUTRAL] OK, so I'm just back at the top screen where you just say log in or create an account.
[AGENT][NEUTRAL] OK, so go ahead and click on login.
[AGENT][NEUTRAL] And then your email address?
[AGENT][NEUTRAL] And then the password, um, the capital B.
[AGENT][NEUTRAL] For [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The um, the only Ca2 is to be, right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, now thank you for verification.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oops, don't wait.
[CUSTOMER][NEUTRAL] OK, so at that screen.
[AGENT][NEUTRAL] Alright, so it let you in.
[CUSTOMER][NEUTRAL] I'm at the dashboard.
[AGENT][NEUTRAL] OK, good. OK, so you're that's, so you're in the online service center, so we created your account and then um to the left do you see where it says my policy?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, was asking me for the phone number.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Well, I guess it's verifying my phone number or I could skip it.
[AGENT][NEUTRAL] That's it's asking, um, I believe that part is for when, like when you send in claims, you'll get like a text message that says, hey, we received the claim on your behalf, it's in processing, and when it's done, you'll receive a, you know, like a confirmation that it's completed.
[CUSTOMER][NEUTRAL] It's just
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, so you said at the top corner, what is it?
[AGENT][NEUTRAL] Um, so you'll see, um, it should say,
[AGENT][NEUTRAL] My policy
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] What is the CO 343962?
[CUSTOMER][NEUTRAL] On the dashboard.
[AGENT][NEUTRAL] What, what do you, what do you, what does it say?
[CUSTOMER][NEUTRAL] It has
[CUSTOMER][NEUTRAL] It has my name and then it has CO 343962 and then it says lapsed.
[AGENT][NEUTRAL] Yes, that's your, that's your customer um your customer number and yes, the policy is less, but if it was active on the data service, you can still file a claim.
[CUSTOMER][NEUTRAL] Is that the policy?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But hold on one second. Let me, um, hold on one moment.
[CUSTOMER][NEUTRAL] So what do I need to go to?
[AGENT][NEUTRAL] I'm just waiting for this to pull up here. Hold on one moment.
[CUSTOMER][NEUTRAL] OK, but do I have it insured now or?
[CUSTOMER][NEUTRAL] That's just from last year or this year.
[AGENT][NEUTRAL] No, you don't have any active insurance. Remember, so this one, this is the policy that terminated [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So, so you current.
[CUSTOMER][NEUTRAL] So what about this year? The [PII].
[AGENT][NEUTRAL] Right, you currently don't have.
[CUSTOMER][NEUTRAL] A [PII].
[AGENT][NEUTRAL] You currently don't have any um policies with APL, so if you have active insurance, you'll have to reach out to your HR to see who provides the insurance now.
[CUSTOMER][NEUTRAL] For who, um, the APL just, I'm right now I have Blue Cross Blue Shield.
[AGENT][NEUTRAL] So are you trying to file a past claim or a claim for something recent?
[CUSTOMER][NEUTRAL] Um, recent, in the past, but I'm, but I'm trying to see, do, do I still have insurance with you, uh, do I still have the
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] That's, that's what I'm answering. So hold on one second.
[AGENT][NEUTRAL] So, your policies with us, your last policy that you had was a cancer policy. That policy canceled on [PII]. So if you have anything before [PII], you can file. If it's anything after [PII], you don't have any, you currently do not have insurance with APL. That doesn't mean you don't have it. You just need to check with your HR to see who it's through.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] But see, I still have insurance. I just, they just switched companies last year.
[CUSTOMER][NEUTRAL] But uh the [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I just need to find out who it's with.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Right, so if it's if you're trying to file with APL, if it's anything.
[AGENT][NEUTRAL] After [PII], or sorry, yeah, anything after [PII], it wouldn't be covered because your policy wasn't active.
[AGENT][NEUTRAL] Anything before you can file for.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty. Well, was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, no, that's it, so I just need to find out who I'm with, I mean, who has it now.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And there's no way to tell with you guys.
[AGENT][NEUTRAL] No, because it's it's no longer with our company. So, but your HR department, you know, when you select your coverages, they have a record of all that, so they'll be able to let you know what you selected.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] OK, OK, so I can pretty much delete this app, huh.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. You're welcome, Ms. [PII]. Was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Uh no, that was it.
[AGENT][POSITIVE] Alright. Well, thanks for calling APL. I hope you have a great weekend.
[CUSTOMER][NEUTRAL] Um, one more question. Well, no, I'm gonna call them. OK, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.