AccountId: 011433970860
ContactId: c8c172a8-d8d9-4b30-b947-4d14286da785
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 748030 ms
Total Talk Time (AGENT): 321867 ms
Total Talk Time (CUSTOMER): 257156 ms
Interruptions: 6
Overall Sentiment: AGENT=0.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/c8c172a8-d8d9-4b30-b947-4d14286da785_20250612T16:18_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, I'm calling uh to find out uh my claim status. I can't log into the portal for some reason.
[AGENT][NEUTRAL] OK, I can help you with claim status and then I can help you with your portal account as well. Um, who am I speaking with?
[CUSTOMER][POSITIVE] Oh good, thank you [PII].
[AGENT][NEUTRAL] Can you spell that for me?
[CUSTOMER][NEUTRAL] I'm sorry, [PII] Last name is [PII]
[AGENT][NEUTRAL] And can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what's your policy number?
[CUSTOMER][NEUTRAL] My policy number is 02345074.
[AGENT][NEUTRAL] Alright, give me just a moment while I look it up.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] Yes, it's uh [PII].
[AGENT][NEUTRAL] And the address that we have on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Right, give me just a minute.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, and were you wanting, it looks like.
[AGENT][NEUTRAL] OK, so we
[CUSTOMER][NEUTRAL] So I paid, I had an MRI.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I paid uh the 300, I don't know how much I paid, I think it was 350, something like that. So I was submitting the claim for that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I am showing that yesterday we did, um, I'm showing yesterday you submitted two claims um that is currently being processed.
[AGENT][NEUTRAL] And then we have another claim here that was processed on the [PII].
[AGENT][NEUTRAL] Um, were you wanting the status of that claim, or are the other documents that you submitted in regards to that claim?
[CUSTOMER][NEGATIVE] Yeah, the problem is that I kind of lost track because I, I was going, I was for some reason everything was working fine and, and I was going to the portal and now I can't log in so I really don't know what I sent, where I stand, like what did I do, what did I not do so, um, yeah, so that's my, I guess it's more of a confusion on my part just because I can't log in.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, cause it
[AGENT][NEUTRAL] OK, yeah, and it looks like that last claim was denied just because we need a copy of your explanation of benefits.
[AGENT][NEUTRAL] Uh, from your primary insurance? Yeah, so let's go ahead and get you, so.
[CUSTOMER][NEUTRAL] Oh, OK, I can send that time.
[CUSTOMER][NEUTRAL] On the, on the MRI?
[AGENT][NEUTRAL] Um, let me see what it was for. Healthcare imaging.
[CUSTOMER][NEUTRAL] Yeah, that's the MRI.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And so for the portal, are you near a computer?
[CUSTOMER][NEUTRAL] OK, yeah, I have that.
[CUSTOMER][NEUTRAL] Yes, I'm in front of my computer.
[AGENT][NEUTRAL] Right. And are you at secured. [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, go to create your OSC account because we got a new online portal provider um Monday of last week so everyone has to recreate. Right, yeah, you have to create a new one but everything will transfer over so you'll be you'll you should be able to see all of these whenever you get there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 00, so it wasn't me. OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] Oh, got you, OK.
[AGENT][NEUTRAL] Right, and then
[CUSTOMER][NEUTRAL] OK, so I, I'm, uh, insured, OK, my.
[AGENT][NEUTRAL] You're insured. Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And I would only fill out the the last name, email, and date of birth because those are the only ones that are required.
[CUSTOMER][NEUTRAL] OK, let me
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me check your email too.
[CUSTOMER][NEUTRAL] Oh yeah, because I don't know which one I, it was so long ago.
[AGENT][NEUTRAL] OK, so before you create this, I am showing, it looks like a um work email.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, um, we suggest that you use a personal email just because, yeah, should you ever like leave and you're able to port a policy, well, yeah, so would you like me to go ahead and put in uh your personal one and you'll need to wait a second before you do that.
[CUSTOMER][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] So that, yeah.
[CUSTOMER][NEUTRAL] In like
[CUSTOMER][POSITIVE] On the second. Yes, let's do that. That's smart. It's, it's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] GO
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright and give me just a moment because uh in order to create your account using this email, it will need to be the one that we have on file so we need to make sure that uh it's transferred over correctly, so give me a moment. um [PII].
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me make sure that it transferred over correctly.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So now go ahead and try using that email.
[AGENT][NEUTRAL] Your date of birth and then the last name.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and just.
[CUSTOMER][NEUTRAL] So, are you, is my last name the two last names or is it [PII] only?
[AGENT][NEUTRAL] Uh, no, I was just about to tell you it's the it's the full last name.
[CUSTOMER][NEUTRAL] Oh, OK, got it. OK.
[AGENT][NEUTRAL] And there's only a space in let me make sure.
[AGENT][NEUTRAL] Yeah, there's a space in betw[PII], yeah. OK, good. OK.
[CUSTOMER][NEUTRAL] Yeah, it, it let me in. Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So you'll want to put in your verification code again um before you put in the new password and all of that you'll want to put in your email and click send verification code and verify your email first and then you'll want to continue.
[CUSTOMER][NEUTRAL] So actually,
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] OK. And um I'm sorry to cut you off. What question did you have?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, no worries. Uh, so I actually legally changed my name.
[CUSTOMER][NEUTRAL] Like 2 days ago. It's, it's, it's the same. I'm basically [PII] only, not that very long name. So, um, so how do I go about that?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Like in the system, do you, do you change it or, or I should I just leave it like that? I mean, it doesn't, I mean it doesn't make a difference, I guess.
[AGENT][NEUTRAL] So, um,
[AGENT][NEUTRAL] Uh, if you'd like to change it, um, you will need to send an email to [PII]. It's that email when you first got on to the online service center. Yeah, and it says care team, yeah, you want to send it to that email?
[CUSTOMER][NEUTRAL] But um
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And you'll need to show documents showing that it's it's legally been changed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, and that's that should be all you have to do is just like a driver's license or a marriage certificate or anything like that, um, email it to the care team email, mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Is good.
[CUSTOMER][NEUTRAL] Claim not verified address. Let's see.
[CUSTOMER][NEUTRAL] So I did the verification code.
[AGENT][NEUTRAL] OK, and you included the verification code and then in the, the password and everything?
[CUSTOMER][NEUTRAL] Yeah, but um, you said to create first, to do for the verification code, right? So.
[AGENT][NEUTRAL] Right. So you should um put in the email.
[AGENT][NEUTRAL] Send a verification code.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Enter the verification code and click verify code and then you can put in the password.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, that's, that's what I did wrong, OK.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEGATIVE] It says it's not I I think it's because we just changed it's not accepting my email.
[AGENT][NEGATIVE] Um, if it didn't make up your email, it shouldn't have let you, it should have stopped you at the account set up.
[AGENT][NEUTRAL] Alright, let's troubleshoot this just real quick um what browser are you using?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Internet, what is it called?
[AGENT][NEUTRAL] Is it edge?
[CUSTOMER][NEUTRAL] The blue one at the edge, yeah.
[AGENT][NEUTRAL] OK, so go up to the top right hand corner.
[AGENT][NEUTRAL] And you'll see like a little profile guy and then 3 dots.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Click the three dots and go down to delete browsing data, and we'll just um delete your browser history and see um if that helps.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Please see to it for me.
[CUSTOMER][NEUTRAL] Ok, let's see if it works now and.
[AGENT][NEUTRAL] So you have to go back to the login and do to create your OSC account mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, let's do email now again.
[CUSTOMER][NEUTRAL] OK, waiting for the verification code.
[AGENT][NEUTRAL] Yeah, I typically have people do the verification process first and then fill it out because sometimes we'll get errors.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let's see if I got the email. Oh, here's the email, so it's.
[CUSTOMER][NEUTRAL] So that for the house.
[CUSTOMER][NEUTRAL] Says I verified it. It says change email. I don't, uh, I guess I don't have to change email, so.
[AGENT][NEUTRAL] No, don't change email. um, it should ask you to verify code if it did that, then um you can continue to new password.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then um into your first and last name and display name is just how you want the system to greet you basically.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Oh, it worked. I agree, I agree, sure.
[AGENT][POSITIVE] Awesome.
[CUSTOMER][POSITIVE] Oh yay. Let's see, let's log in.
[CUSTOMER][NEUTRAL] I thought it, you know, I knew I didn't. I was like going crazy because
[CUSTOMER][NEUTRAL] It was she was working, I guess it wasn't my fault.
[AGENT][NEUTRAL] Yeah, we sent an email out but I have been hearing that some of our emails go to spam, so a lot of people might not have gotten the email um yeah because not I don't think people frequently check their spam for for notifications.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, and I, right, and that they probably went to spend and I'm because I'm really good at my emails and I know I did not receive at least not in my main one, so.
[AGENT][NEUTRAL] But um whenever you click on my policy, if you go to my policy, that should have all of your claims that you have, um, and then you'll be able to see what you've submitted um and what's been processed, yeah.
[CUSTOMER][NEUTRAL] OK, I am.
[CUSTOMER][POSITIVE] Oh yeah, perfect yeah now it's easy. I can take it from here thank you.
[AGENT][POSITIVE] All right. Thank you for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.