AccountId: 011433970860
ContactId: de084828-bce9-4856-8f60-619947931469
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 381980 ms
Total Talk Time (AGENT): 84377 ms
Total Talk Time (CUSTOMER): 218793 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/de084828-bce9-4856-8f60-619947931469_20250604T19:22_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I've called twice today, um, regarding one I cannot set up my account online.
[CUSTOMER][NEGATIVE] And 2, I submitted claims last week and now they tell me I need an itemized.
[CUSTOMER][NEGATIVE] Paper to send in but I don't have I can't have access to the account online because I can't get an account set up so I don't know what to do if you have a fax number I can probably fax it to you, but I don't have a way of sending it through online because nobody's gotten back to me yet about why I can't my account won't be uploaded.
[AGENT][NEUTRAL] OK. Do you have your policy number by chance?
[AGENT][NEUTRAL] I can look it up by your last name or social.
[CUSTOMER][NEUTRAL] I can give you my social [PII].
[AGENT][NEUTRAL] OK. And was this for your, do you know which policy you're trying to access? Was it your accident or your hospital indemnity?
[CUSTOMER][NEUTRAL] I probably my hospital. I don't know, like I, I submitted, I had a sonogram, like when I needed, like my mammogram, I needed to go back in and have a sonogram done and then I had blood work done also.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] So I don't know what that falls under. I've just, I, I'm just about ready to cancel this policy because I've had nothing but trouble. And I shouldn't have to work this hard to get like $100.
[AGENT][NEUTRAL] OK, can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then your address?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then your um email address.
[CUSTOMER][NEGATIVE] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, just, just in case we're disconnected, what's your good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so you did log you did speak with somebody and they were gonna report that you were having trouble?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Had you ever
[CUSTOMER][NEUTRAL] And then she
[CUSTOMER][NEUTRAL] What's that?
[AGENT][NEUTRAL] Um, have you ever created an account prior to this?
[CUSTOMER][NEGATIVE] Oh yeah, I had an account last week and it worked fine and then you guys did whatever you did to your system and now I can't do anything.
[CUSTOMER][NEUTRAL] Like it even sent me a thing that said that it received my claim.
[CUSTOMER][NEGATIVE] Information and then when I tried to go back on, it won't let me do anything like I I tried to go back in and set up an account and I called my insurance guy from work and he's like, oh they got the glitches fixed. Well, no they didn't because I still can't.
[CUSTOMER][NEGATIVE] I can't set up an account and I don't know how to submit anything because I cannot get my account set up.
[CUSTOMER][NEUTRAL] So how am I supposed to send um
[CUSTOMER][NEGATIVE] An itemized thing because I don't have an account set up because nothing works.
[AGENT][NEUTRAL] OK, um, are you in front of a computer? I can try to help you see if.
[CUSTOMER][NEGATIVE] No, no, and then it's not anything that you can do because I get through to where you put like your new password and it asks me all that and I click that I put in my email address and then it just keeps spinning and says that it is um.
[AGENT][NEUTRAL] OK, you're not
[CUSTOMER][NEGATIVE] Like uploading or reviewing my information or something but that's as far as I get and it won't do anything after that.
[AGENT][NEUTRAL] OK, and that's when you're creating a new account, you can't do the login option. That's not an option. You have to actually do create account.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Now I get up to the part where it, yeah, it gives me the option to put in a new password and I set that all up and then I click it and it just says um you know it's.
[CUSTOMER][NEGATIVE] Whatever uploading your information or whatever and that's all it does it just spins it doesn't do anything else.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Uh, let me see.
[AGENT][NEUTRAL] Let me make sure that we reported that you're having issues. Did you call on this? You said today, is that correct?
[CUSTOMER][NEUTRAL] Yeah, she said she was gonna put a ticket in, but she said it could be 24 to 48 hours before I hear anything and.
[CUSTOMER][NEGATIVE] I mean I submitted this claim last week that would have been nice to know that they needed like extra things nobody told me anything or emailed me or called me or anything.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, so I can give you our fax number if you do have access to a fax, and then you can fax that to us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] And it's 877.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] 942 3
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Do I put it to the attention of anybody?
[AGENT][NEUTRAL] That's gonna go straight to our claims department.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. I'll try that.
[AGENT][POSITIVE] OK. Well, I'm so sorry for your frustration. We are working really, really hard to get all this worked out as fast as possible, so.
[CUSTOMER][NEUTRAL] OK, thanks. Mhm, bye-bye.
[AGENT][NEUTRAL] OK. Anything else I can help with?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that's it. Bye.
[AGENT][POSITIVE] OK. Thanks for calling ATM. Bye-bye.