AccountId: 011433970860
ContactId: cf0e415e-177f-4201-8286-1f868c3689a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 320500 ms
Total Talk Time (AGENT): 90978 ms
Total Talk Time (CUSTOMER): 138077 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/cf0e415e-177f-4201-8286-1f868c3689a9_20250620T13:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I filed a cancer claim on [PII], and I was, uh, wanting to check on the status of that. I did try your website, but your new website doesn't give nearly the information as the old one. You can't. I haven't found a way to check on my claims or anything on the new website.
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] 24.
[CUSTOMER][NEUTRAL] 97,610
[AGENT][NEUTRAL] And what was your name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] He
[AGENT][NEUTRAL] OK, Ms. [PII], can you verify your address and email address?
[CUSTOMER][NEUTRAL] [PII]. Email address is [PII].
[AGENT][NEUTRAL] Um, looks like I've got a different email.
[CUSTOMER][NEUTRAL] Um, would it be [PII]?
[AGENT][NEUTRAL] Yes, I got that. Do you want to change that or you want to keep that?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I wanna change that. I don't have access to that email.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and can you give me that new email again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. And then do you have a good callback number in case we're disconnected?
[AGENT][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And was that a claim for yourself?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, so have you created an account on the new website?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, because it would have been with your old email address, so I didn't know if you would have had to have used that email.
[CUSTOMER][NEUTRAL] Now, when
[CUSTOMER][NEUTRAL] No, when I was creating an account on the new website, I was speaking with a representative while I was doing that, and she changed everything to our chapel Montgomery.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it looks like, let's see, we've received the claim and it's currently in processing. Um, it can take up to 7 to 10 working days, um, but we do have it, um, and it's in processing right now with our claims department.
[CUSTOMER][NEGATIVE] OK, now on the new website, how am I supposed to know that? Where do I where do I find any kind of updates that well, um, it logged me out.
[CUSTOMER][NEUTRAL] Maybe not. Hold on, it'll go back to my, it's going back to the dashboard maybe.
[CUSTOMER][NEUTRAL] OK, I think it, yeah, OK, I'm still logged in on this new website where do I see that?
[AGENT][NEUTRAL] Um, so on your dashboard, let me get this pulled up real quick.
[AGENT][NEUTRAL] On the dashboard there should be uh my details and then claims tab.
[CUSTOMER][NEUTRAL] I don't see anything with my details or claims.
[AGENT][NEUTRAL] Um, do CDC dashboard my policy resource center and help.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And then when you click on dashboard.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, right down to the right of that, does it say my details and claims?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] OK, uh, actually, I'm sorry, click on my policy. I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh there it is. OK, my details and claims. OK, let me check over here on claims.
[CUSTOMER][POSITIVE] OK. I do see it. Thank you.
[AGENT][NEUTRAL] OK, and so once it processes you'll be able to see the actual details of it, but right now since it's just been received in in processing it's not really gonna show anything because we haven't actually processed the claim yet.
[CUSTOMER][POSITIVE] OK, all right, I appreciate that thank you.
[AGENT][NEUTRAL] OK, anything else I can help with today?
[CUSTOMER][POSITIVE] No, that'll be all thank you.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] You too. Have a great weekend.
[AGENT][POSITIVE] Thank you. You too. Bye-bye.