AccountId: 011433970860
ContactId: d136cf51-794b-4cc4-92b2-48f69dd880ec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 246330 ms
Total Talk Time (AGENT): 90165 ms
Total Talk Time (CUSTOMER): 124995 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/d136cf51-794b-4cc4-92b2-48f69dd880ec_20250625T15:19_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is. May I help you?
[CUSTOMER][NEUTRAL] Well, I hope you can. I'm trying to file a wellness claim and um when I signed in, and I forget my user password, you know, I put my email in and it sends me the verification code, but when I hit next, after I put the verification code in, there's no account found.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Have you, have you already upload, um, because our online service center had been updated, did you create a new account under this new site?
[CUSTOMER][NEUTRAL] Or no email address found it.
[CUSTOMER][NEUTRAL] That's weird.
[CUSTOMER][NEUTRAL] Oh, no, I'm using the same account I've always used. When, when did it change?
[AGENT][NEUTRAL] About 3 weeks ago.
[CUSTOMER][NEUTRAL] Oh, no, I haven't been on it in months.
[AGENT][NEUTRAL] OK. Yes, sir. You have to create a new account. And what's your name and policy number so I can verify your info?
[CUSTOMER][POSITIVE] Oh good.
[CUSTOMER][NEUTRAL] Well, I
[CUSTOMER][NEGATIVE] If I got into my account, I can give you the policy number. I can't even get into it.
[AGENT][NEUTRAL] OK, what's your name? I can verify your.
[CUSTOMER][NEUTRAL] [PII], and maybe we can just do the claim over the phone at this point. It's crazy.
[AGENT][NEUTRAL] Uh, no, sir, we don't process claims over this form, but, um, you said what's your last name again? I'm sorry.
[CUSTOMER][NEUTRAL] Ah, it's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you, give me one moment.
[CUSTOMER][NEUTRAL] So how do I even create a new password?
[CUSTOMER][NEUTRAL] It says log in
[CUSTOMER][NEUTRAL] Create your OSC account, is that what I want?
[AGENT][NEUTRAL] Uh, yes, sir.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, I'm insured. Is that the box I hit which role best describes you? I'm not an agent. I'm not a.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] I mean, I'm under my old [PII] ISD account but I guess uh I can do this.
[AGENT][NEUTRAL] And verify your date of birth for me, Mr. [PII].
[CUSTOMER][NEUTRAL] Go ahead. [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] It should be the cancer.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And let's see, uh, verify your email address to make sure we have it correct in our system.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] All right, let's see, verification, please click send button.
[CUSTOMER][NEUTRAL] just one account, the cancer claim, I believe. It's a wellness form.
[CUSTOMER][NEUTRAL] I'm trying to put in
[AGENT][NEUTRAL] Yes, sir, once you've logged on, uh, then you'll be able to file a claim for your, uh, for wellness. It'll have a traditional claim and wellness claim. You would just select wellness claim and then follow the prompt, um.
[CUSTOMER][NEUTRAL] And I've had like 4 beer.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that way you can
[CUSTOMER][NEUTRAL] Do I still need to upload the uh report or just check the box like I should?
[AGENT][NEUTRAL] I just checked the box. You don't need to.
[CUSTOMER][NEUTRAL] In the past, I had to upload. OK. Yeah, that's good because in the old days they needed verification and it's like, OK, I have to upload it.
[AGENT][NEUTRAL] Yeah, they did have it in the past where you had to do.
[AGENT][NEUTRAL] Right, yeah, they changed that part as well to where you can just either just fill out a claim form and send it or through the online service center. Mhm.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] All right. I'm on the online. I, that's easier. OK, thank you.
[AGENT][POSITIVE] Oh, good deal. You're welcome. And thank you for calling APL. Have a great day, Mr. [PII].
[CUSTOMER][NEUTRAL] Alright bye bye. 56.