AccountId: 011433970860
ContactId: d24fc13a-22aa-4ebf-87a8-f9d74deee46b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 3683969 ms
Total Talk Time (AGENT): 852031 ms
Total Talk Time (CUSTOMER): 1210045 ms
Interruptions: 11
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/d24fc13a-22aa-4ebf-87a8-f9d74deee46b_20250603T15:16_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, uh, you need my claim number or?
[AGENT][NEUTRAL] The policy number and your name?
[CUSTOMER][NEUTRAL] Yeah, [PII], uh, what did I do it?
[CUSTOMER][NEUTRAL] And uh,
[CUSTOMER][NEUTRAL] Policy number is 253.
[CUSTOMER][NEUTRAL] 1373.
[AGENT][POSITIVE] Thank you, Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, you can call me on my landline. Um, you guys have both uh [PII] is uh my cell number and the landline is [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, for security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] [PII] birthday.
[CUSTOMER][NEUTRAL] Address [PII] email.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, thank you.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, and you say you're calling about a claim?
[CUSTOMER][NEUTRAL] Yeah, it's a few things I talked to somebody yesterday and uh your new email no not new email your new online.
[CUSTOMER][NEUTRAL] Uh, would not allow me to enter it.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, so she was supposed to be getting back with me, but I didn't get a call back. So do you know if they got that fixed or did they reset it or what happened?
[AGENT][NEUTRAL] OK. Are you in front of the computer right now? You wanna try it?
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Huh?
[AGENT][NEUTRAL] Uh, if you're in front of the computer right now, uh, we can go ahead and try to get you in.
[CUSTOMER][NEUTRAL] Tell me again.
[CUSTOMER][NEUTRAL] Did you guys reset it?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh, they've been working on it since yesterday all day, and they have fixed some of those things and now they're working on some other things, so we're working as we go, uh, on that, um, so it may be fixed on.
[CUSTOMER][NEUTRAL] Oh, so you want me to wait for a little while?
[AGENT][NEUTRAL] No, we can, we can try right now if you're in front of the computer if you wanna try right now we can do that. Now the only thing I can see here that that we probably need to change that email to a personal email. um, do you have a personal email?
[CUSTOMER][NEUTRAL] That is a personal.
[AGENT][NEUTRAL] So that is your personal email.
[CUSTOMER][NEUTRAL] That is my personal email. It was my uh job email.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] But that is my personal email.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You want to change it to another one, is that what you're saying?
[AGENT][NEUTRAL] If you have another one that is not um SBC Global, um.
[AGENT][NEUTRAL] That would really help because I see that that's, that was one of the topics yesterday on the emails on the OIC on the online service center, um.
[CUSTOMER][NEUTRAL] Why?
[AGENT][NEUTRAL] It's basically because well you're you're not gonna be there I'm not sure, but if you're an admin on a group and you have a policy, it will not use that uh email for some reason, and that's why it's asking for like personal emails.
[CUSTOMER][NEUTRAL] Huh?
[CUSTOMER][NEUTRAL] Wait, wait, wait, wait, slow down. You said if I'm what?
[AGENT][NEUTRAL] If you're an admin on a group.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Then it will not allow you and admin is the one that is in charge of a group.
[CUSTOMER][NEUTRAL] What's uh huh.
[AGENT][NEUTRAL] Create a group account.
[CUSTOMER][NEUTRAL] Yeah, but I'm not
[CUSTOMER][NEUTRAL] I'm not that though. I'm not an admin with your company.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Yeah, I, I imagine that, um.
[AGENT][NEUTRAL] Yeah, I'll have to ask for that again. Yeah, I'll have to ask on that again because yeah, that, that was one of the points and they just said we just need the personal emails. It cannot be like a email from work. So let me just go ahead and
[CUSTOMER][NEUTRAL] Are you sure?
[CUSTOMER][NEUTRAL] That's not my work email. That's my personal, that's the [PII]&T.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh, email, and it has been, it's associated with my home number that I'm talking to you on now.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Yeah, why would they, how do they collect that?
[AGENT][NEUTRAL] OK, right now, like I said, we're working on this and we're learning as we go. So it's just um basically.
[CUSTOMER][NEUTRAL] No, no, that's associated with AT&T, um, landline number which is my home number, um, [PII]. That's my landline email.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Address, but I can give you my phone email, would that help?
[AGENT][NEUTRAL] Um, what is that?
[CUSTOMER][NEUTRAL] OK, is EA.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This could be the 3rd change.
[AGENT][NEUTRAL] OK. I'm just, um, let me go ahead and check and see why they have not returned your call back, OK?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 00, wait, OK, so wait, I don't wanna change subjects yet because I need to write that down. Are you changing it to that email address or you just taking it to ask questions?
[AGENT][NEUTRAL] I can change it if that's what you want me to do, or I can just go ahead and ask the question. You don't want me to change it, OK. OK. Got you. Yeah, I haven't changed it. I was just gathering information to see what we can do about it, um, but you should have received a call by now and I'm not.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I didn't really want you to change it and unless it's needed.
[CUSTOMER][NEUTRAL] No, I mean, I mean if I need to change it, I will, but I mean I changed it from my work address, uh, I mean email, uh, to my landline email but it they won't accept that which they was accepting it but now that I have to sign in with it maybe uh like you said that's that's the um the problem then I will change it but if they see that that's not the problem.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Then I would prefer to leave it the same, but you guys need to let me know because uh I don't wanna be trying to sign in and and then it's not allowing me and then that would make me frustrated so uh you know what I'm saying because I have to write everything down.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] OK, yeah, yeah.
[AGENT][NEUTRAL] Yes, I understand. It's OK. No, I have not touched anything. I haven't changed anything, OK? So I just have it written down, OK? Um, so let me go ahead and if you don't mind holding for me, I'm gonna go ahead and try to get the person that needed to call you and see what they can tell me about your case, OK?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, one moment. You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so Ms. [PII], they already fixed that issue. Um, do you wanna go ahead and try to get in with me on the line?
[CUSTOMER][NEGATIVE] Yes, um, come on.
[CUSTOMER][NEUTRAL] That's here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it wasn't the email?
[AGENT][NEUTRAL] No, no, it looks like that one is fine. Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, hold on, let me see.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I'm sorry, I just have to walk in my office here.
[CUSTOMER][NEUTRAL] Alright, OK, hold on, it's coming up.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Um, let's go here first.
[CUSTOMER][NEUTRAL] OK, so go to log in not create, right?
[AGENT][NEUTRAL] Create.
[CUSTOMER][NEUTRAL] Oh, so I have to recreate it again?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh Lord, OK.
[CUSTOMER][NEUTRAL] Alright, so, OK, so.
[CUSTOMER][NEUTRAL] Oh Lord.
[CUSTOMER][NEUTRAL] OK, so, uh, I'm gonna go to insured.
[AGENT][POSITIVE] Yes, mhm, that's correct. Yes, I'm here.
[CUSTOMER][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so go to next.
[CUSTOMER][NEUTRAL] And then put my last name um do I have to use capital or it doesn't matter?
[AGENT][NEUTRAL] It doesn't matter.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] How do I put my social?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then use the email that we just talked about, right?
[AGENT][POSITIVE] Uh, correct, yes.
[CUSTOMER][NEUTRAL] OK, so hit next, right?
[CUSTOMER][NEUTRAL] Go ahead and hit next.
[AGENT][NEUTRAL] Yes, go ahead.
[CUSTOMER][NEUTRAL] OK, complete your account set up, continue.
[CUSTOMER][NEUTRAL] Oh yeah, so this screen it didn't do yesterday. OK, verification is necessary so I hit, I put my email in there again, right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEUTRAL] Yeah, it didn't take me to the screen yesterday.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Password.
[CUSTOMER][NEUTRAL] OK, so can I use the same password?
[AGENT][NEUTRAL] Uh, you can try. I'm not sure if it's gonna let you or not, but you can try that same password.
[CUSTOMER][NEUTRAL] I could tweak it a little bit. OK, I'm just doing one. I'll tweak it a little bit.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's just plain name that's my name.
[AGENT][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEUTRAL] Huh?
[AGENT][NEUTRAL] Yes, that, that will be your name or the name. Yeah.
[CUSTOMER][NEUTRAL] Display name, given name, surname.
[CUSTOMER][NEUTRAL] Huh?
[AGENT][NEUTRAL] Yeah, it could be your name or it could be a nickname or just, just any name you want to display it. It could be a nickname or it could be just uh just any name that you want to give your account.
[CUSTOMER][NEUTRAL] It could be what?
[CUSTOMER][NEUTRAL] Oh, I don't know.
[AGENT][NEUTRAL] Like personal family individual or your name.
[CUSTOMER][NEUTRAL] No, I'm just gonna put my name. I don't know it. OK, so, uh, what's given name I typed the same thing?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEUTRAL] And then surname?
[CUSTOMER][NEUTRAL] [PII]. OK, there you go.
[CUSTOMER][NEUTRAL] So hit continue.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, OK, so what's this uh.
[CUSTOMER][NEUTRAL] OK, I did all that, so I don't know why it's prompting me for the password.
[CUSTOMER][NEUTRAL] It's more than
[CUSTOMER][NEUTRAL] It's 8 to 16 containing 3 out of the 4 following lower cases. So I did that upper case I have at least 4.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And I have a symbol.
[CUSTOMER][NEUTRAL] Yeah, it's the following symbol, so I have a symbol.
[CUSTOMER][NEUTRAL] I don't know what it's doing here.
[CUSTOMER][NEUTRAL] Let me count
[AGENT][NEUTRAL] Is the password that one is not letting you go through with, or?
[CUSTOMER][NEUTRAL] The password it wants me to do something different. [PII] wait.
[AGENT][NEUTRAL] Change.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] So my password is [PII]. Is that too long?
[AGENT][NEUTRAL] Mm, yeah, it sounds like it is a little bit too long. Try to do 16 if it's possible.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, let me try.
[CUSTOMER][NEUTRAL] Lord [PII], OK, so it's not taking it.
[CUSTOMER][NEUTRAL] You know what, let me see.
[AGENT][NEUTRAL] Are you still using the old one just changing a few things?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Do you want to change it all together?
[CUSTOMER][NEUTRAL] Uh, I'm trying, um, [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll try this and see.
[CUSTOMER][NEUTRAL] Claim not verified. Lord [PII], what?
[CUSTOMER][NEUTRAL] Claim not verified email address.
[CUSTOMER][NEUTRAL] Email address that could be used to contact you.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] And I verified email sent so they is it telling me to send uh a code?
[AGENT][NEUTRAL] You, yes, you should be getting a code.
[AGENT][NEUTRAL] In the beginning when you put the um email address and then you put the new password password it says send verification code, you needed to click on that.
[CUSTOMER][NEUTRAL] You do on what now?
[AGENT][NEUTRAL] OK, um, where are you at right now?
[CUSTOMER][NEUTRAL] Where at? [PII] wait, it's my dang on phone. OK, uh, hold on, let me.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Let me drag this over here.
[CUSTOMER][NEUTRAL] Oh wait let me track you.
[CUSTOMER][NEUTRAL] Over here
[CUSTOMER][NEGATIVE] OK, bear with me because I gotta open up another page to try to prevent this one from going down.
[CUSTOMER][NEUTRAL] Open up
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I'm sorry, I have to sign in to my landline.
[AGENT][NEUTRAL] I
[CUSTOMER][NEGATIVE] cold ain't gonna be no good by the time I get to it.
[AGENT][NEUTRAL] Yeah, we probably need to start all over again. It may time out.
[CUSTOMER][NEUTRAL] OK, I got the code.
[CUSTOMER][NEUTRAL] Let me see if I can get back to your page.
[CUSTOMER][NEUTRAL] Jesus where you go.
[CUSTOMER][NEUTRAL] Mhm, I don't even know where it went.
[CUSTOMER][NEGATIVE] Yeah, I lost it. I don't, I don't know where this is.
[AGENT][POSITIVE] OK. Let's, let's just go ahead and start all over again. I think that, that would be the best thing to do.
[CUSTOMER][NEUTRAL] Oh God.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] LA here we go.
[CUSTOMER][NEUTRAL] OK, let me see if it'll let me enter the code.
[CUSTOMER][NEUTRAL] Oh my god.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I might not need to send me a new code.
[AGENT][NEUTRAL] You're gonna go ahead and restart it over again, or?
[CUSTOMER][NEUTRAL] I'm trying to type in the code.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEGATIVE] I just asked it to send me a new code. OK, so none of this, this is not working, the email is not working.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, no, uh uh. OK.
[CUSTOMER][NEUTRAL] So it says claim not verified email address so it has something to do with verify code was sent to uh your inbox please copy it, I did it uh verify code.
[AGENT][NEUTRAL] OK. Mm.
[CUSTOMER][NEUTRAL] It says change email.
[AGENT][POSITIVE] Yeah, the, the best.
[AGENT][NEUTRAL] OK, the best thing is to start all over again. Just erase everything, close everything and go back to the beginning.
[AGENT][NEUTRAL] Because it may be just not taking whatever was done before because it was a long time. So let's just go ahead and uh start all over again and let's go step by step because um the thing is that in the beginning we kind of skip one step and that took us to this problem that we're having right now. So let's just go back to the beginning, go back to [PII], sign in, create an account.
[AGENT][NEUTRAL] OK, so you're gonna click on insured and you're gonna do next.
[CUSTOMER][NEUTRAL] OK, I'm already in it.
[AGENT][NEUTRAL] OK. With your information and when you get to the point that you're gonna put the user, um, you're gonna create a new password, we're gonna do the verification code first, OK?
[CUSTOMER][NEUTRAL] Uh, am I using this email?
[AGENT][NEUTRAL] Yeah, you just in your email mhm.
[CUSTOMER][NEUTRAL] T
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm going to next.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, what email am I using the same email verification is necessary, so I'm gonna hit the email.
[AGENT][NEUTRAL] OK, yes, use your same email. Yes.
[AGENT][NEUTRAL] Just put your email and you're gonna click send verification code before you put anything else, OK?
[CUSTOMER][NEUTRAL] Oh Jesus, where is this? OK, before I do that I gotta log in.
[CUSTOMER][NEUTRAL] Let me, let me, let me go out of here first because this is.
[CUSTOMER][NEGATIVE] See, I have a Mac and it doesn't, uh, it don't work like that, you know what I mean? It's not gonna allow you to have 20.
[CUSTOMER][NEUTRAL] Bars open like that.
[AGENT][NEUTRAL] Mm. Did you close the other ones that you were working on?
[CUSTOMER][NEUTRAL] The security
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so now I'm there. OK, so.
[CUSTOMER][NEUTRAL] OK, now I'm gonna do.
[CUSTOMER][NEUTRAL] The email.
[CUSTOMER][NEUTRAL] OK, do you want me to fill out everything and then send the code or put the code in there? What do you want me to do?
[AGENT][NEGATIVE] No, no, no.
[AGENT][NEUTRAL] OK, so once you get the code.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] You want me to send the code, ask send for the code and then finish the rest?
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK [PII].
[CUSTOMER][NEUTRAL] OK, I got the code so verify code.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh huh
[CUSTOMER][NEUTRAL] And then it says change email.
[CUSTOMER][NEUTRAL] Email address verify you can now continue so I don't Jesus.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Where are you saying, where, where do you see change email? Whenever you got the code, OK, you went back and it says verify code, so you put your code and you click on verify code, correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I did, uh huh, and then a new block, a new blue box came up.
[AGENT][NEUTRAL] Yes, so when, when you
[CUSTOMER][NEGATIVE] So maybe it's just saying I don't know what they're saying. I'm, I'm gonna try to finish this. If not, you guys need to do something else because my grandchild is here and I'm in my office. I can't stay in here forever.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said you're using a Mac?
[CUSTOMER][NEUTRAL] And maybe it's not not
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And the Mac has Chrome or what type of web browser?
[CUSTOMER][NEUTRAL] I, I think it's uh.
[CUSTOMER][POSITIVE] OK, so now I took that terms of use of all that, I agree.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I agree to terms of use or I agree to privacy policy.
[AGENT][NEUTRAL] All of it, just click on agree agree on both of them can continue.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, your account has been successfully created. Go to dashboard.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK go log in.
[CUSTOMER][NEUTRAL] So we're gonna try to sign in.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so I guess it saves my email address.
[AGENT][NEUTRAL] Mhm. Yes. Go ahead and put your email and the password you created and try to get it.
[CUSTOMER][NEUTRAL] No, the email that's what I'm trying to tell you.
[CUSTOMER][NEUTRAL] Uh, the email is.
[CUSTOMER][NEUTRAL] In there sort of so I guess it wants to send another code to my email address.
[AGENT][NEGATIVE] No, no, no. I should not be doing that.
[CUSTOMER][NEUTRAL] So I guess we're gonna do that.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Well, I just did.
[AGENT][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] So put the code and click on verify code.
[CUSTOMER][NEUTRAL] OK, hold on, let me get it.
[AGENT][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] This is real wild.
[AGENT][POSITIVE] OK. Hopefully we can get this.
[AGENT][NEUTRAL] It
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh no, wait, [PII].
[AGENT][NEUTRAL] What
[CUSTOMER][NEUTRAL] nurse is back.
[CUSTOMER][POSITIVE] I'm coming, honey.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] It says hello.
[AGENT][POSITIVE] If you need, if you need to go and get it, go ahead, go and get the baby. I can wait.
[CUSTOMER][NEUTRAL] I'm signing on.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] It's stuck [PII].
[CUSTOMER][NEGATIVE] Maybe I could go out and go back in because it's stuck.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] When you say it's it's stuck, did it, did it give you the code or it hasn't given you the code yet?
[CUSTOMER][NEGATIVE] Gave me the code. I don't go out. This is because it's stuck.
[AGENT][NEUTRAL] OK, they give you the
[CUSTOMER][NEGATIVE] Oh I'm tired. OK.
[CUSTOMER][NEUTRAL] Yeah, so it, it, OK, it took me back to.
[CUSTOMER][NEUTRAL] Where I was.
[AGENT][NEUTRAL] OK, you're already created so you don't have to do anything about creating now you just click on log in um if you have anything open, just go ahead and close everything and just click on log in because you already created your account, so you don't have to go to that step no more. So, um, under.
[CUSTOMER][NEGATIVE] Yeah, but it's you don't understand it when I log in.
[AGENT][NEUTRAL] Huh.
[CUSTOMER][NEUTRAL] When I log in when I'm trying to log in.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Half of my half of uh.
[CUSTOMER][NEUTRAL] Half of my email is showing, you see what I'm saying?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh, yes, yes, and then you send verification code. Mhm. That's how it should be showing.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah, but no right OK so then it goes to the next page and it says user details verification is needed, please click send um button email address is already typed in for me, so it wants to send another code is what I'm saying.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh. Yeah, yeah, and that's right. Every time you go in now to log in, it's gonna send you a new verification code. That is the code you're gonna put in to get in.
[AGENT][NEUTRAL] So that's how you're gonna go in. Yes, that's how you're gonna go in every time. Once you go and click on log in, it's gonna have your email, you're gonna send verification code, you're gonna get that code and then you're gonna verify the code and go into your account.
[CUSTOMER][NEUTRAL] Every time?
[CUSTOMER][NEUTRAL] OK, well let's just see if it works.
[CUSTOMER][NEUTRAL] I heard.
[CUSTOMER][NEUTRAL] OK, so I.
[CUSTOMER][NEUTRAL] Hopefully
[CUSTOMER][NEUTRAL] I'm waiting.
[CUSTOMER][NEUTRAL] And it's [PII].
[CUSTOMER][NEUTRAL] OK verify code.
[CUSTOMER][NEUTRAL] Continue.
[CUSTOMER][NEGATIVE] Oh my god, OK, so now it takes me to the login page.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's quite different.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Ok, soluble and uh.
[CUSTOMER][NEUTRAL] You can receive claim status updates via text whatever so I'm gonna skip that.
[CUSTOMER][NEUTRAL] Is that OK?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hi [PII], you can receive claim status update via text message, um, so.
[CUSTOMER][NEUTRAL] I'm gonna skip that. Well, you guys already have that, so should I just put that in there anyway? my cell number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] If you want to, if you wanna get that text message when we process the claim, you can because you're doing this all over again. So basically if you wanna do that again, you can click on it and put your um information in if you want to skip and do it later on, you can, but yeah, you're just starting the whole process again, OK?
[CUSTOMER][NEUTRAL] OK, a text message just went to my phone.
[CUSTOMER][NEUTRAL] I guess I have to confirm, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, so my telephone number has been confirmed. OK, so now I have to go and start a claim.
[CUSTOMER][NEUTRAL] So would it be the same?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] If you're gonna submit a claim, yeah, you're just gonna go ahead and submit a claim. Um, are you just trying to see the information of your policy or you're just trying to submit that claim?
[CUSTOMER][NEUTRAL] No, I just wanna see if everything is the same.
[CUSTOMER][NEUTRAL] So it would be a traditional claim or it would be a wellness claim, which one is it?
[AGENT][NEUTRAL] If, if you're gonna submit a claim, it's gonna be a traditional claim unless you're trying to submit a wellness. If you're trying to submit a wellness, you will click on the wellness.
[CUSTOMER][NEUTRAL] Uh, so I would hit injury, uh.
[CUSTOMER][NEUTRAL] Injury or illness, I would hit that.
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] And then hit next.
[CUSTOMER][NEUTRAL] Policy information we'll need OK so.
[CUSTOMER][NEUTRAL] Uh, that.
[CUSTOMER][NEUTRAL] Uh, it is totally different, so it's not gonna be set up where it's just standard at all.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, uh, the other one is, um, we did away with it, um, so you're gonna see every time you go in, you're gonna see that dashboard. Um, if you need to send the claim, you just click the start your claim and then um it's just gonna have your information.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, so I do that every time or it'll save it?
[AGENT][NEUTRAL] If you're gonna submit a claim, you'll have to click start your claim every time. That's to submit claims.
[CUSTOMER][POSITIVE] OK, I got you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I got you. OK, so I'll, I'll, OK.
[CUSTOMER][NEUTRAL] Uh, OK, that's fine.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I think the rest of it I could figure it out maybe OK so how do I go out active?
[CUSTOMER][NEUTRAL] Well, how do I, uh, maybe be up here.
[CUSTOMER][NEUTRAL] How
[CUSTOMER][NEUTRAL] OK, I see where it says log out.
[CUSTOMER][NEUTRAL] OK, we in there.
[AGENT][NEUTRAL] Mhm. OK. All right, well at least we got in there.
[CUSTOMER][NEUTRAL] Jesus.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Alright, thank you. So kind, uh, let me write this new password down.
[AGENT][POSITIVE] Yeah, you're welcome. Yes, mhm.
[CUSTOMER][NEGATIVE] Right, cause I'll be calling back for that. They're probably tired of me. I'm tired of myself because, you know, it, it's, it's a lot, it's a lot when you learn you got cancer, you got to go here, you got to go there. I mean, I got 20 appointments tomorrow. This is my first day, not getting in the car going somewhere. And it's it, yeah, it, it's a lot and I'm just trying to get my home ready for
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah, I know.
[AGENT][POSITIVE] Oh wow. Mm.
[CUSTOMER][NEUTRAL] My surgery next week and it is, I can't even tell you how much, and I'm trying to remember everything. And what the stress impact, I'm finding myself where I'm kind of getting, you know what I'm saying? And I know it's, it's from that.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] So I definitely appreciate you guys.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK, so I think I got the email still the same we changed the password, OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] All right, so the next thing, 00, and then I need to talk to uh um a representative was so kindly to call me uh yesterday to explain the those claims that I had sent over.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Can I speak to one of them?
[AGENT][NEUTRAL] Um, what is it in regards of, because if I can assist you, um, it really depends on what you're trying to get out of it. Uh, I see that, um, you spoke to [PII].
[CUSTOMER][NEUTRAL] Uh, she ran Rose Rose Rose, [PII], [PII] was the live person that was actually working the claims. She left her direct number for me to call her back and um there was some.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] All righty. OK, OK.
[AGENT][NEUTRAL] OK, let me check.
[CUSTOMER][NEUTRAL] Uh, notations that I had sent over duplicates, but there weren't duplicates.
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] So I don't know if she needs me to explain some of that to her or what because one of those I'm trying to verify as well if the MRI bill was uh paid on oh and um wait a minute I have a note for.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, wait.
[CUSTOMER][NEUTRAL] Oh that's a lot. OK, to close this down.
[CUSTOMER][NEUTRAL] Yeah, because I don't need my computer up either, so.
[AGENT][NEUTRAL] Mm, OK. Let me see if she can answer me.
[CUSTOMER][NEUTRAL] Try to make sure all the history and everything is.
[AGENT][NEUTRAL] OK, let me see uh I sent her a message just now, so let me see if she can take the call or if she can give you a call back. Let me see what she needs to do.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, looks like she's in a call right now, so let me just wait and see what she wants to do.
[CUSTOMER][POSITIVE] Appreciate that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, so we got that done, yeah, because I'm scheduled for surgery, and do you know why you're waiting on her?
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Do you know if you guys assist with uh post op?
[CUSTOMER][NEUTRAL] A doctor visits.
[CUSTOMER][NEUTRAL] Cause like yesterday, I went for my pre-op doctor visits where they went over everything and I had to pay them.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, $1400 do you guys assist with that?
[AGENT][NEUTRAL] Um, let me check your benefits really quick.
[CUSTOMER][NEUTRAL] Because that's why I'm saying I'm like at a loss that you guys not really covering much at all.
[CUSTOMER][POSITIVE] I mean every little bit helps, but.
[CUSTOMER][NEUTRAL] That was just for her. And then I have another doctor that I have to go on the [PII].
[CUSTOMER][NEGATIVE] And then I have to pay him his fees.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And that's just post op fees that has nothing to do, I mean, it has something to do with the surgery, but those are fees that you pay before the surgery.
[AGENT][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] They're basically a consultation before the surgeries. Let's see, um.
[CUSTOMER][NEUTRAL] Huh?
[AGENT][NEUTRAL] They're basically consultation before the surgery. So let me see what benefits you have and see if you have those type of benefits.
[CUSTOMER][NEUTRAL] And maybe they're not.
[CUSTOMER][NEUTRAL] Putting the right codes in so I can be assisted with it, you know what I'm saying?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] No, I don't see any benefits for this. It's, um.
[AGENT][NEUTRAL] Post-surgical.
[CUSTOMER][NEGATIVE] But what would it be under? It has to be under something maybe it's not right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] You know what I mean?
[AGENT][NEUTRAL] Yeah, I'm looking at the benefits and I don't see anything that it will be under. I see the surgical benefits, and the anesthesia benefits. So, um I see that, and then I see the diagnostic testing, um, diagnostic testing, medical imaging, follow-up testing for diagnostic testing, um, cancer for time. That will be for, that will be follow up for diagnostic testing. That's, that's totally for diagnostic testing, so that's not gonna be hard enough.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Well let's follow that because that's a strong word.
[CUSTOMER][NEUTRAL] OK, so that's what you guys sent. That's good information right there because the doctor visits that I sent over.
[CUSTOMER][NEUTRAL] Uh, for her.
[CUSTOMER][NEUTRAL] Um, those are the ones that Roxy or whoever was working my claim when I seen the doctor, she was going over my results of my MRI.
[CUSTOMER][NEUTRAL] Uh, MRI you guys declined it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Because that's the reason why I went back to see her, but when they built it, I guess they just have it up underneath, uh,
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Doctor visit instead of, I guess, going over the testing.
[CUSTOMER][NEUTRAL] Yeah they say I wanna pay.
[AGENT][NEUTRAL] Mm. Yeah, the follow-up diagnostic testing is for tests. It's, it's not for to review the testing, it, it's for the test itself. So let's say they, they had to do, yeah, let's say uh just an example, if they have to do in a mammogram and then they say, you know what, we need to do another mammogram because this one was inconclusive. That is a follow-up diagnostic.
[CUSTOMER][NEUTRAL] It's for the test itself? OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, that's what happened too, right.
[AGENT][NEUTRAL] Mhm. So, um, that will be a testing benefit. It's, it's not really for the people to read the test. It's, it's, you know, it's not a follow-up doctor doctor visit to, to read it. It's, it's a test, a follow-up test. OK. Um, let's see. It looks like [PII] will have to give you a call back. She's in a call right now. She don't know how long she's gonna be on that call. Is that OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh huh
[CUSTOMER][NEUTRAL] I see, uh huh, mhm, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, if, if she could call me back, that would be great.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you want her to call the [PII] or you want her to call the landline, the [PII]?
[CUSTOMER][POSITIVE] Yeah, I have them both right here so I'm gonna try to, yeah, I have them both right here so whichever one she wants to do that's fine today.
[AGENT][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] Let me send her down.
[CUSTOMER][NEUTRAL] Yeah, OK, but for the surgery, for the surgery, they would um assist with that.
[AGENT][NEUTRAL] Yeah, you do have a surgery benefit. Um, we cannot guarantee any payment over the phone, but you do have a surgical benefit here under the policy benefits. Mhm.
[CUSTOMER][NEUTRAL] I have
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah.
[CUSTOMER][NEUTRAL] OK, well, that's great to know. OK, so yeah, because I'm scheduled for the surgery on the [PII] and then um after the, I guess it would just be doctor visits that you guys don't cover and um.
[AGENT][NEUTRAL] Mhm, yeah.
[CUSTOMER][NEUTRAL] 00, another question you can help me with is the reconstruction of the breast.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Do you guys cover that part too?
[AGENT][NEUTRAL] Let me check.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Is it gonna be like a pertussis or is it just um you're gonna have a pertussis put in?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] It's where they reconstruct your your breast.
[AGENT][NEUTRAL] Yeah, are they gonna put a protasis in?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, the implants or whatever they put in.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] You see.
[AGENT][NEUTRAL] OK, there are several benefits for the prothesis. It really depends on what type of prosthesis, um, but it could be from $25 to $1000.
[CUSTOMER][POSITIVE] Y'all make me laugh.
[CUSTOMER][NEUTRAL] It's $25.
[AGENT][NEUTRAL] Based on what I'm seeing here, it could be up to, so it's um either 25 or up to 1000 so it's gonna really based on what type of cases.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, Lord, I cause I don't know. I don't know. I don't, I've never heard them call it that. So is that what you call implants?
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, Pertussis is basically anything that they put in this, in the body that is not part of the body, but it uh it will have a function in the body.
[CUSTOMER][NEUTRAL] OK, so you guys.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] OK, so if they recreate something from my stomach to create the new breast, do you guys cover that?
[AGENT][NEGATIVE] If it's taking a skin out and putting it in another part that's grafting, no, that one is not covered. That's not part of the benefits.
[CUSTOMER][NEUTRAL] OK, so just the, the other one.
[AGENT][NEUTRAL] Well if they put a part, uh, you know, that it's not from the body and they create like something else that they put in the body like.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, an extension or, yeah.
[CUSTOMER][NEUTRAL] OK, so that's a different, a different coverage. So it would be a second surgery. So with the surgery part of that procedure be covered as well with the whatever you call that?
[AGENT][NEUTRAL] Um, based on what I'm seeing on your benefits, uh, I don't have details about it. I just have surgery, pertussis benefits. So, on that part, the best thing is to ask [PII], [PII]. [PII] is an examiner. Yeah, [PII] is the one that processed claims, so she has more details on what is specifically covered or not.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, once you call back, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I can only see like basic information about surgery for places and all that, but I don't see like a specific like, oh, this one is covered, this one is not covered. I don't see that. That's only for examiners or claim processors, OK? So when she called you back, um, you can go ahead and ask about that, um, and she'll be able to answer that for you, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I got it.
[CUSTOMER][POSITIVE] OK thank you sorry to take up so much of your time.
[AGENT][POSITIVE] You're welcome. It's OK. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, uh, no, that's it. The main thing is I guess being able to download the.
[CUSTOMER][NEUTRAL] The invoices when I when I get them and then I have those um two questions because I'm trying not to send over any duplicates and make it much smoother for yourself and for me and even you know I have read but to me it's it's better when I talk to somebody you know.
[AGENT][POSITIVE] Mhm. Yes, yes. But she's gonna be calling you back. Uh, mhm. I'm sure. She's really exciting. You're welcome. You're welcome. You have a good day. Bye-bye.
[CUSTOMER][NEUTRAL] But um
[CUSTOMER][NEUTRAL] Yeah, but OK.
[CUSTOMER][POSITIVE] OK, I appreciate you, thank you.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.