AccountId: 011433970860
ContactId: ce7c7e61-bcfe-4b6b-9260-952cbc4dc83d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 622919 ms
Total Talk Time (AGENT): 178525 ms
Total Talk Time (CUSTOMER): 155961 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/ce7c7e61-bcfe-4b6b-9260-952cbc4dc83d_20250602T14:50_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Um, yes ma'am, I filed a claim last week and um it said that it was completed, so I tried to log on to look at that and now it's not letting me log in the um customer service email said that I had to create a new account because they did something new with the website, but it won't let me do that either.
[AGENT][POSITIVE] OK, I can help you with, uh, I can try and help you with that. Uh, can I get your name and a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And what's your policy number?
[CUSTOMER][NEUTRAL] Um, I mean, I have no idea because I usually just log in and look at it.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Let me see, yes, so we got a new website or we, we, um.
[AGENT][NEUTRAL] We made the new OSC so that it's a little bit more user friendly um and we added some new features to it so everyone has to um create a new account um is it alright if I look you up by your social security number?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] Give me just a moment.
[AGENT][NEUTRAL] And [PII], can I get you to verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the mailing address that we have on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see here.
[AGENT][NEUTRAL] And what email did you try to log in with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's gonna verify some information and then we will um.
[AGENT][NEUTRAL] Try to troubleshoot that and get it in for you. Let me check real quick.
[AGENT][NEUTRAL] And I apologize just to verify again zip code [PII] correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just a moment.
[AGENT][NEGATIVE] And it wouldn't even let you create it to get a number or anything emailed to you?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what browser did you use when you're trying to access it?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Microsoft Edge.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you have a preference if we call or email you?
[CUSTOMER][NEUTRAL] I would prefer email.
[AGENT][NEUTRAL] Email? OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] All right, [PII], we'll have someone reach out to you as soon as we're able to uh troubleshoot it, OK?
[CUSTOMER][NEUTRAL] OK and um are you able to see if my claim was approved or denied or whatever because the text message I got just said it was completed.
[AGENT][NEUTRAL] OK, let me check.
[CUSTOMER][NEUTRAL] It was an accident and also a hospitalization.
[AGENT][NEUTRAL] OK, so what did you file it under your group accident?
[CUSTOMER][NEUTRAL] Yes, apparently before they changed the portal.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like we did receive it, but we had um.
[AGENT][NEUTRAL] Let me call claim support real quick and see what's going on, OK?
[CUSTOMER][NEUTRAL] OK, yeah, because they had sent a text message.
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII]. I have an insured on the line who was asking about her claim status, and I saw that it was in here. She said she got an an email or a text saying that it was ready, her claim was ready, and when I click on it, it says in the uh provider wrong insured.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Policy number is 25.
[AGENT][NEUTRAL] 38022. [PII].
[AGENT][NEUTRAL] And it's the only claim on file.
[CUSTOMER][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] Yeah, and then when I look at CLREM it just says data entry error, so I don't, I don't know what that what that means.
[CUSTOMER][NEUTRAL] Yeah, it looks like this claim may have been under the wrong um
[CUSTOMER][NEUTRAL] Index under the wrong person and so they basically just canceled it out did did she say that she filed a claim recently?
[AGENT][NEGATIVE] Yes, she said she filed it um and she's been doing it on the portal and she can't access the she tried to create a new account in the in the new portal and it's not working.
[AGENT][NEUTRAL] Um, so she's not able to resubmit it right now through the portal, um, because she was checking claim status.
[AGENT][NEUTRAL] But it looks like she's the one who submitted it.
[AGENT][NEUTRAL] So I don't know how it got on the wrong.
[CUSTOMER][NEUTRAL] OK, yes, so you know it's, it was under the wrong participant, so it looks like she filed, it was this claim was for the under part 4, but it was put under her name, so that's why they canceled it out so it was actually a claim for part 4.
[AGENT][NEUTRAL] OK. So do you want me to go ahead and let her know?
[CUSTOMER][NEUTRAL] That was processed and released on the [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, yeah, that's fine. Or I can just tell her. I mean that's all it was is when they indexed it they indexed it under her as the primary but then whoever processed the claim noticed that it was actually a claim for part 4 and so they just canceled it out, canceled that claim under her name, so that, so that's, so that's what she sees.
[AGENT][NEUTRAL] OK, um, did you want me to transfer her to you?
[CUSTOMER][NEUTRAL] So but the claim was processed under the part 4.
[CUSTOMER][NEUTRAL] That's fine, uh, whatever you're comfortable with.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, because we have a meeting at 10.
[CUSTOMER][NEUTRAL] OK, sure, um, do you have the callback number?
[AGENT][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Right, I'll introduce you.
[AGENT][NEUTRAL] [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes, I am.
[AGENT][POSITIVE] OK, I have [PII] on the line from claims support and she's gonna be able to help you with that claim, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Great, thank you so much. Bye.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][POSITIVE] Hi, good morning, Ms. [PII]. Um, this is [PII], and how can I help you today?
[CUSTOMER][NEUTRAL] Um, I was calling because I got a text message over the weekend saying my claim was completed, so I was trying to log in and see the status of that, but they changed the website, so I'm not able to do that, so I'm calling to see.