AccountId: 011433970860
ContactId: cba3d98e-7cc5-4e48-acea-5db71c8a985b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 599460 ms
Total Talk Time (AGENT): 137452 ms
Total Talk Time (CUSTOMER): 123997 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/cba3d98e-7cc5-4e48-acea-5db71c8a985b_20250612T20:50_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I've been trying to do a claim for my husband. He did the a routine eye exam and it won't go through.
[AGENT][NEUTRAL] OK, on our website?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Have you created a new account?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, um, do you have the policy number?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Which one do I give you? Um, I have all, is it one main one or are they all?
[AGENT][NEUTRAL] Um, there should be a policy certificate number.
[CUSTOMER][NEUTRAL] Let me see
[AGENT][NEUTRAL] Or I can look it up by your last name.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And that was uh G as in George, E O.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, give me just one moment.
[AGENT][NEUTRAL] Let
[AGENT][NEUTRAL] OK, so you're, you're at the [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then you did create your account?
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] Because he has to be the one to create it. It has to be with his social, the email that's on file.
[CUSTOMER][NEUTRAL] So I have to do one and he has to do one separate?
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] Do you have a separate policy?
[CUSTOMER][NEUTRAL] I mean he's on my policy. I'm not sure what you mean by separate like when I purchased I purchased.
[AGENT][NEUTRAL] OK. What was your date of birth?
[CUSTOMER][NEUTRAL] To for him and me.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, let's see
[AGENT][NEUTRAL] And this was for vision
[CUSTOMER][NEUTRAL] Yes, routine vision, yes.
[AGENT][NEUTRAL] OK. Um, we just do the, we have your hospital indemnity. You've got a group critical illness and a group accident policy.
[AGENT][NEUTRAL] Um, let me see. I'm not sure who the vision's through. Let me double check.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We don't actually do any vision policies. Um, let me see.
[CUSTOMER][NEUTRAL] No, it's not a vision policy it's the wellness it's the wellness plan that you when you do a check when you do like your annual you can submit a wellness claim.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] OK, so when you went to create the account, um, what, what kind of error are you getting?
[CUSTOMER][NEUTRAL] It just says call this number.
[AGENT][NEUTRAL] OK, can you verify your address for me?
[CUSTOMER][NEUTRAL] The number, the one
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what is your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Are you in front of your computer right now where you can try to log in?
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] Um, so it's the [PII].
[AGENT][NEUTRAL] And then you'll go to create your OSC account.
[AGENT][NEUTRAL] Um, you would be the insured.
[CUSTOMER][NEUTRAL] So I have to create a new one?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So I have to create a new one because I just did one this morning.
[AGENT][NEUTRAL] OK, so you weren't able to create it successfully this morning, or you were?
[CUSTOMER][NEUTRAL] No, I did. The issue I'm having is when you, you hit the button to start a claim.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And then I went to start a claim for my husband for his routine eye exam that's under that you can put in for one of the wellness checks.
[CUSTOMER][NEGATIVE] And when I hit the submit button, it just stinks and then it says network issue or something like that and then call the number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Which policy are you trying to submit it under? Uh, the hospital indemnity I've just got you on it and then let me look at your other two policies.
[CUSTOMER][NEGATIVE] OK, well it doesn't give me.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] It when you go on the website, it doesn't ask you to choose a plan it just asks you the name, claim details and submit that's it. It doesn't ask me to select like which one am I claiming it under.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, and so you said what was the error message? I just need the specific error message if you can recreate it.
[CUSTOMER][NEUTRAL] OK, let me try it again, hold on.
[CUSTOMER][NEUTRAL] Let me try it again.
[CUSTOMER][NEUTRAL] It because it comes back and goes quick so I'm gonna try to read it fast but I could see the error message on.
[AGENT][POSITIVE] OK. Thank you.
[CUSTOMER][NEUTRAL] OK, submitting let me see.
[CUSTOMER][NEGATIVE] There was an error processing your request. If an error persists, please call this number. Network response was not OK.
[AGENT][NEUTRAL] OK, and so you did, OK.
[CUSTOMER][NEUTRAL] Call this number.
[AGENT][NEUTRAL] And you did create your account, your login is your email?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, just wanna make sure.
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] OK, can I place you on a brief hold?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] OK, sorry about that um and what browser are you using?
[CUSTOMER][NEUTRAL] Uh, Google Chrome.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, and then have you, do you know how to like clear your browser history?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, if you can try that and then try again.
[CUSTOMER][NEUTRAL] Alright, give me one second hold on
[CUSTOMER][NEUTRAL] OK, well, I'm closing out because I was calling from my desk where we're about to close the office so I'll just call back tomorrow.
[AGENT][POSITIVE] Oh, OK. OK. Thank you for calling APL. I hope you have a good afternoon. Bye-bye.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] You too bye bye.