AccountId: 011433970860
ContactId: d3fcb741-eb01-46e0-b9c9-23652c7c044c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 943890 ms
Total Talk Time (AGENT): 198198 ms
Total Talk Time (CUSTOMER): 182001 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/d3fcb741-eb01-46e0-b9c9-23652c7c044c_20250611T16:52_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEGATIVE] Hi, my main issue is I'm having trouble getting into my account on the website.
[AGENT][NEUTRAL] OK, and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Um, just give me one
[CUSTOMER][NEUTRAL] OK, um, I don't, there isn't a policy number. There's a benefit certification numbers, group number, payer ID.
[AGENT][NEUTRAL] What is the benefit certificate number?
[CUSTOMER][NEUTRAL] Which one in hospital or outpatient?
[AGENT][NEUTRAL] Either one is fine.
[CUSTOMER][NEUTRAL] 0247
[CUSTOMER][NEUTRAL] 877-8 M as in Mary, L as in Lake and then the number 8.
[AGENT][NEUTRAL] I'm sorry, give that to me again. It sounds like I had too many numbers.
[CUSTOMER][NEUTRAL] 02478777
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 8 ML 8
[AGENT][NEUTRAL] OK, and Ms. [PII], verify your date of birth, mailing address and the email address, please.
[CUSTOMER][NEUTRAL] Um, [PII]. My mailing address is [PII] and the email address I believe is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] That might be part of the problem.
[AGENT][NEUTRAL] Could be, um, but.
[AGENT][NEUTRAL] You may need to create a new account since our online service center has been updated.
[CUSTOMER][NEUTRAL] OK. Create.
[CUSTOMER][NEUTRAL] OK, but when I go to like create.
[CUSTOMER][NEUTRAL] OK, I should click insured.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Yeah, it says policy not found.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] I would say try again because I tried with your information and then it went to the next step.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I think it's letting me go.
[CUSTOMER][NEUTRAL] OK, go to dashboard.
[CUSTOMER][NEUTRAL] Let me see if it lets me log in.
[CUSTOMER][NEGATIVE] I have to send a verification code every time I log in.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh, that's.
[CUSTOMER][NEGATIVE] Kind of frustrating.
[CUSTOMER][NEUTRAL] Um, when I go to look up the verification code, it like doesn't stay on the login page, so it's.
[CUSTOMER][NEGATIVE] Not very user friendly.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah and now then when I go back to sign in it just like it's gonna make me start over.
[AGENT][NEUTRAL] OK, I say leave that log in page up where you go to get the verification code.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] Alright, so I did finally get in, but now it just says we are experiencing an issue retrieving your data.
[AGENT][NEUTRAL] And this is after you put in the verification code and your password?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Right, like I'm on the dashboard now like I'm signed in and it says we are experiencing an issue retrieving your data.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Please try again later or contact customer service.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, so you need to log out.
[AGENT][NEUTRAL] And clear out your cash.
[AGENT][NEGATIVE] And then try again, and it should remove the error.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] I, I don't
[CUSTOMER][NEUTRAL] Like I can log out. I don't know how to clear catch sorry.
[AGENT][NEUTRAL] Uh, give me a moment.
[AGENT][NEUTRAL] Let me see, are you using uh Chrome?
[CUSTOMER][NEUTRAL] Um, I'm on Firefox.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] I'm not sure if it's on Firefox, but if on your top part of your screen, do you see three little dots?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, I'm not sure about Firefox.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Give me one moment.
[AGENT][NEUTRAL] 19
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Uh, it says click on the menu button.
[AGENT][NEUTRAL] The 3 horizontal lines and select settings.
[AGENT][NEUTRAL] Then go to privacy and security panel.
[AGENT][NEUTRAL] In the cookies and site data section, click clear data.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Check the box for cached web content and click clear.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now I should log back in again?
[AGENT][NEUTRAL] Yes, and it should uh help with that error.
[CUSTOMER][NEGATIVE] OK, the error message went away, but now the dashboard is just loading like there's nothing to view.
[AGENT][NEUTRAL] But it's loading
[CUSTOMER][NEUTRAL] I think it's trying, yes.
[AGENT][NEUTRAL] OK, so just give it a moment.
[AGENT][NEUTRAL] Because it looks like it's a lot of claims, so it's going to be a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it came back with the we are experiencing an issue retrieving your data.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, only thing I can think of, I can send a request for someone to give you a contact back to assist you with that, but it may be because there's a lot of data to retrieve, so it's taking a while, but I can get someone to call you back or send you an email with solutions.
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] OK, which one would you prefer?
[CUSTOMER][NEUTRAL] I guess I'll call back.
[AGENT][NEUTRAL] OK, and what's your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'll send a request and hopefully someone should contact you back within 24 to 48 hours.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] OK, and.
[CUSTOMER][NEUTRAL] Right, so the main reason I'm like even trying to log in and then trying to submit a claim.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And I just went, it says like the button to start your claim is here, so I click on it.
[CUSTOMER][NEUTRAL] And then I moved forward.
[CUSTOMER][NEUTRAL] And it says that there's no claimants available.
[AGENT][NEUTRAL] There is no what available?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEGATIVE] And like won't let me go forward.
[CUSTOMER][NEUTRAL] It says claimant details enter the information about, you know, I'm assuming that's the person the claims about and then it says no claims available.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then it says claimant or coverage type not listed contact us.
[AGENT][NEUTRAL] available OK.
[AGENT][NEUTRAL] OK, I'll put that in the error. Um, another way, I don't know if you have access to a fax, you can fax it to us.
[CUSTOMER][NEUTRAL] I do not have a fax.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh that's the only other option besides the OSC or mailing the claim, but um I'll send a request and I'll let them know that it's giving you that error message about no claimant available.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK. Uh, thank you for calling APL. Uh, well, is there anything else I can try to assist you with besides that?
[CUSTOMER][NEUTRAL] Um, no, I guess that's it.
[AGENT][POSITIVE] OK, well thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][NEUTRAL] Mhm.