AccountId: 011433970860
ContactId: ca9fa52b-f383-47b1-84f4-11a1e7572012
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 478779 ms
Total Talk Time (AGENT): 183085 ms
Total Talk Time (CUSTOMER): 192781 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/ca9fa52b-f383-47b1-84f4-11a1e7572012_20250602T21:36_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I got a text saying my claim is complete, but it won't let me log in.
[AGENT][NEUTRAL] I probably have to reset up the login. Um, what is your name and the policy number?
[CUSTOMER][NEUTRAL] I've tried I've tried every which way like I've been trying for about 20 minutes. My name is [PII].
[AGENT][NEUTRAL] And Ms. [PII], do you have a policy number?
[CUSTOMER][NEUTRAL] And I have the claim number is 3607736. I'll have to grab my card.
[AGENT][NEUTRAL] No, you're fine. Give me one moment.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Here's my policy. Do you need my policy number now?
[AGENT][NEUTRAL] Uh, if you have it, yes, ma'am.
[CUSTOMER][NEUTRAL] 1,462,920
[AGENT][POSITIVE] OK, thank you. Give me one moment.
[CUSTOMER][NEUTRAL] He weren't available on the floor, so he needs assistance.
[AGENT][NEUTRAL] OK, and Ms. [PII], verify your date of birth, mailing address and the email address, please.
[CUSTOMER][NEUTRAL] [PII] and my address is [PII] and I have [PII] at Lindsay Municipal Hospital or the [PII].
[AGENT][NEUTRAL] OK, that's the one we have [PII]. Is that the email address you use?
[CUSTOMER][NEGATIVE] Yes, I've used both and they won't they won't let me in.
[AGENT][NEUTRAL] OK, and you are selecting create a new account and then insured?
[CUSTOMER][NEUTRAL] I'm selecting let's see, I'll just do it again. It says log in and I'll do the [PII] and then I've done like go ahead.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] I'm sorry, you will have to set up a new account since our OSC or online service center has changed, you have to set up a new account.
[CUSTOMER][NEGATIVE] Oh, so it's changed, it's, oh, that is annoying.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, so I have to, so click on this.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It should be create an online account or something.
[CUSTOMER][NEUTRAL] And do that.
[CUSTOMER][NEUTRAL] 38, OK.
[AGENT][NEUTRAL] And then select insured and then it'll ask for like your last name, your social, zip code, email address, and date of birth, and from there it'll let you set up a password and it's going to give you a verification code. It's going to email it to that [PII] address.
[CUSTOMER][POSITIVE] OK, sounds good. I think I can probably figure it out from here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Or do you wanna stay on the phone tonight.
[AGENT][NEUTRAL] I mean, I can. And it looks like your claim was processed on the [PII], which was, what day?
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Friday? Was that the [PII]?
[CUSTOMER][NEUTRAL] Um, probably.
[AGENT][NEUTRAL] Let me see, yes, process on a Friday.
[AGENT][NEUTRAL] Um, usually it takes a while to show it in the system. So hopefully, once you set up, you should be able to see it tomorrow.
[AGENT][NEUTRAL] If not today once you set up, but give me one moment.
[AGENT][NEGATIVE] Why are you not working for me?
[AGENT][NEUTRAL] OK, but it looks like the claim, go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] It's taking a lot of
[CUSTOMER][NEUTRAL] No, you're fine. Go ahead.
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] Oh, that's nice.
[CUSTOMER][NEUTRAL] Sign up your date of birth.
[CUSTOMER][NEGATIVE] Yeah, it's not even letting me put my date of birth in.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Uh, it looks like the claim was processed Friday, so a check was mailed in the amount of 20452.
[AGENT][NEUTRAL] Oh was it mail or? Yes, male.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I am trying to go ahead and create a new account, but it's not, my birthday is [PII], but it's.
[CUSTOMER][NEUTRAL] Not
[CUSTOMER][NEUTRAL] It's saying that there was an error with this information.
[AGENT][NEUTRAL] Are you doing a [PII]?
[CUSTOMER][NEGATIVE] I had to scroll a long time.
[CUSTOMER][NEUTRAL] Well, it's just pulling up a calendar. It's weird. It's not letting me, I have to.
[AGENT][NEUTRAL] A calendar.
[AGENT][NEUTRAL] That's weird.
[CUSTOMER][NEUTRAL] Yeah, it has a calendar. I know, and I had to scroll for, you know, 10 minutes to [PII], but
[AGENT][NEUTRAL] Don't you hate that? It's almost like the price of right or will.
[CUSTOMER][NEUTRAL] Uh-huh, yeah.
[CUSTOMER][NEUTRAL] I know, yes.
[CUSTOMER][NEUTRAL] So maybe I'll reset it's not letting me just type a date in.
[AGENT][NEUTRAL] Oh, it's supposed to because I have an account. Oh, I have a policy with our company, so I did it myself and it should just ask for you to just to type in the date because.
[AGENT][NEGATIVE] That would be annoying having to scroll all the way to your birthday.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, that's my only option to do that, so [PII].
[CUSTOMER][NEGATIVE] Yeah, it says no user was found with the information that was entered.
[AGENT][NEGATIVE] Oh, that's not good.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 146292. Yeah, I've put all the correct.
[CUSTOMER][NEUTRAL] ON
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Did they give us new.
[CUSTOMER][NEUTRAL] Policy number?
[AGENT][NEUTRAL] No, ma'am. Uh, you can't put in a policy number or member number, you have to use your social.
[AGENT][NEUTRAL] I'm not sure what
[CUSTOMER][NEUTRAL] Oh, because it's it says SSN or member ID, so try to put my social in me.
[AGENT][NEUTRAL] Uh, member ID is for a different one. You have to put in your actual social.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] To complete your account set up, click continue. Once you've created your account you'll be redirected online.
[CUSTOMER][NEUTRAL] This plain name.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, the nurses station is calling me so I have to go, so I guess I'll just have to figure this out later.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and um.
[AGENT][NEUTRAL] If you need any assistance, we'll be here until [PII] Central Standard Time, but it should give you, uh, to where you, it will email you a verification code you enter that verification code and enter our password and then hit, or I guess hit verify pass or verify.
[AGENT][NEUTRAL] Uh, verification number and then you should be.
[CUSTOMER][NEUTRAL] Can be.
[AGENT][POSITIVE] Yes, ma'am. And then you should be sent along through. It should work.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Uh, yes, ma'am. Thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] That's the same. Thank you too. Bye-bye.
[AGENT][NEUTRAL] Mm