AccountId: 011433970860
ContactId: debf4696-34ba-410c-8617-12dcc2e73f45
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1241699 ms
Total Talk Time (AGENT): 231215 ms
Total Talk Time (CUSTOMER): 317978 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/debf4696-34ba-410c-8617-12dcc2e73f45_20250617T18:00_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Hi [PII], I'm trying to log into my account to file a claim, but I keep telling it that I forget my password, and he keeps sending me a verification code, but it doesn't allow me to change the password. You said take me back to verify your email, you know, to that code that he's sending me. I don't know what to do.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, well, I'm definitely sorry that the online service center is giving you a hard time. I'll be more than happy to help you. So you're trying to um like create a new account or you're just verifying to to file the claim. You already have the account.
[CUSTOMER][NEUTRAL] I I forgot the password. I already have an account. I forgot the password.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And have you logged into the new system since it's since the new launch?
[CUSTOMER][NEUTRAL] I don't think so.
[AGENT][NEUTRAL] OK, I'm just asking to see if that, that, that could be it also. Um, may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] I don't think so.
[CUSTOMER][NEUTRAL] It is [PII] [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII], may I have your policy number?
[CUSTOMER][NEUTRAL] I don't know that. That's why I'm trying to log into the account right now. I'm on AM. I come to the online service center. That's what it's showing me online service center.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] Yes, they
[AGENT][NEUTRAL] Hold on one moment. Stay on that page. Let me pull up your policy first. Um, I can search your policy. Let me try with your name first. If that doesn't go, I can use your social. Hold on one second.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] And it's [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Alright, so I'm waiting for the policy to come up.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] I'll just use this one because it's.
[AGENT][NEUTRAL] Oh it's only this one, hold on one moment.
[AGENT][NEUTRAL] Alright, and I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you for that. OK, so,
[AGENT][NEUTRAL] On that page that you're on, click, go ahead and click create OSC account.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Even if you already have an account, um, so the new uh account asks for the email versus the old one that asks for the username and password. Um, so go ahead and click insured.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And next,
[CUSTOMER][NEGATIVE] I'm still waiting for it to pop up. I'm taking sure but it's not doing anything. It it's my phone that's low.
[AGENT][NEUTRAL] Um, what browser are you using?
[AGENT][NEUTRAL] Like Google Chrome,
[CUSTOMER][NEUTRAL] I'm just using my iPhone, so I don't know what browser that the iPhone is.
[AGENT][NEUTRAL] Oh, you're on the phone, OK.
[AGENT][NEUTRAL] You should be able to create the account on the phone, um.
[CUSTOMER][NEUTRAL] 5
[AGENT][NEUTRAL] Let's see what it does.
[CUSTOMER][NEUTRAL] Mm OK.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEGATIVE] when I click on the insured, I keep going back, going back in. It doesn't take me to another page.
[AGENT][NEUTRAL] It's like circling.
[CUSTOMER][NEUTRAL] Oh, I got it. So it's supposed to say next on the bottom, yeah, I got it and I gotta click name.
[AGENT][NEUTRAL] You got it?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um last name hold on.
[CUSTOMER][NEUTRAL] What's my member ID number?
[AGENT][NEUTRAL] Um, that there's no member ID that field is for your full social.
[CUSTOMER][NEUTRAL] So what does ask the member ID or social?
[AGENT][NEUTRAL] Uh well, I should say for your policy type, there's no member ID.
[CUSTOMER][NEUTRAL] OK, final step.
[CUSTOMER][NEUTRAL] To complete your account set up, click continue.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Verification is necessary, please click the button to send verification code.
[AGENT][NEUTRAL] So I'm gonna send a verification code to your email address.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] I wish it would use this phone number so the text is so much faster than the email.
[AGENT][NEUTRAL] That is true.
[CUSTOMER][NEGATIVE] It just takes forever.
[CUSTOMER][NEUTRAL] Still waiting for this crazy email to come through.
[CUSTOMER][NEUTRAL] Like in a year.
[AGENT][POSITIVE] Sorry about that.
[CUSTOMER][NEGATIVE] I'm gonna ask you to send a new code because this is ridiculous.
[AGENT][NEUTRAL] It didn't send it still?
[CUSTOMER][NEGATIVE] No, it did not send a code. I have to ask you to send a new one, another one.
[CUSTOMER][NEUTRAL] Well I'm, I'm here refreshing my email, refreshing my email. There's nothing popping my end.
[AGENT][NEUTRAL] See, it may, I hope it didn't, but it may have went to the spam. Did you check the spam also already?
[CUSTOMER][NEUTRAL] Well, I've been getting the, the, the um.
[CUSTOMER][NEUTRAL] There's nothing in my junk, but I've been getting the um the emails.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] When I was doing it before, before I did the new one, it was sending me the, the codes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh I'm sure this one is the old one. They just sent me one because I just sent a new one. It's probably gonna be the old one they sent me first.
[CUSTOMER][NEUTRAL] How can I see it?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I asked me to put in a new password again.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do I have to put in any display names and given name and all that?
[AGENT][NEUTRAL] Um, the display name is just your name. You don't have to fill out anything else.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I agree, I agree.
[CUSTOMER][NEUTRAL] OK, so I'm done with that. Just go to dashboard now. So how do I fill out a claim on this new thing? When you log back in now?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yes, she's gonna log back in.
[CUSTOMER][NEUTRAL] OK, um, with the log in, you gotta get a new verification code again.
[AGENT][NEUTRAL] So it's going to send you a verification code every time you log in now.
[CUSTOMER][POSITIVE] Oh [PII], who thought about this? Who was the brilliant person who said, let's do this?
[CUSTOMER][NEUTRAL] I wanna know who was that? Somebody had nothing better to do.
[AGENT][NEUTRAL] I guess it's for safety, you know, hackers.
[AGENT][NEUTRAL] Maybe.
[CUSTOMER][POSITIVE] They thought they came for something brilliant.
[CUSTOMER][NEUTRAL] I came up with this. That was my idea.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] They should have came for the test.
[CUSTOMER][NEGATIVE] Text goes too much faster than an email.
[AGENT][POSITIVE] I'm gonna pass that along. That is a good idea.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But it's not their ideas so they might not use it.
[CUSTOMER][NEGATIVE] That's the corporate world, that's the corporate world we work in, OK? If it's not their idea, it's not a good idea.
[AGENT][NEUTRAL] Uh uh, I can't be in no trick bag, but I hear you though.
[CUSTOMER][NEUTRAL] I'm not expecting you to respond, trust and believe.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Still waiting for this code. I'm sorry. I just wanna make sure that the screen is not different from the.
[AGENT][POSITIVE] No, take your time.
[CUSTOMER][NEUTRAL] Old one.
[AGENT][POSITIVE] No, that's what we're here for. Take your time.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] Ridiculous.
[AGENT][NEUTRAL] It still hasn't sent the code?
[CUSTOMER][NEUTRAL] No, I still haven't sent to sign into the account.
[AGENT][POSITIVE] Oh my gosh.
[CUSTOMER][NEUTRAL] I bet you if once that new that new code is gonna send a code.
[CUSTOMER][NEGATIVE] And that's what I don't want to do.
[CUSTOMER][NEUTRAL] I just request another one.
[AGENT][POSITIVE] Hopefully, after this first go around, it'll just work correctly. I do apologize for this experience you're having.
[AGENT][NEUTRAL] With the new site.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, finally, [PII].
[CUSTOMER][NEUTRAL] So I'm on this, need to start a claim, just click on the green button that says start a claim.
[AGENT][NEUTRAL] Yep, that's it. And then it'll take you through all the prompts to um upload your documents.
[CUSTOMER][NEUTRAL] So we have to upload documents now?
[AGENT][NEUTRAL] Mhm. Same as before.
[CUSTOMER][NEUTRAL] Because in the past,
[CUSTOMER][POSITIVE] I never had to upload documents. I asked for the dates and stuff, and that was it.
[AGENT][NEUTRAL] Well, I mean, depending on what you're filing for, you might not, of course, need to, but
[CUSTOMER][NEUTRAL] After
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Quick question.
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEUTRAL] So please select a clean type. What's that?
[AGENT][NEUTRAL] Your policy type, um, hold on one second. Let me see what it is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Policies type like is it saying traditional or wellness?
[CUSTOMER][NEUTRAL] Traditional.
[CUSTOMER][NEUTRAL] Yeah, it's, it's, it's OK, so it's illness as wellness Hospital. That's the same thing as wellness, the same illness as wellness Hospital, is that the same?
[AGENT][NEUTRAL] Wait, what does it say?
[CUSTOMER][NEUTRAL] That's for a wellness visit.
[CUSTOMER][NEUTRAL] It says injury or illness, traditional claim coverage I mean cover, treatment for injuries or illness as well as hospital bills dependent and all that. I guess, OK, I just have to put the whole thing.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] They need to just make this more simple. God almighty.
[CUSTOMER][NEUTRAL] Claim form.
[CUSTOMER][NEUTRAL] Next step.
[CUSTOMER][NEUTRAL] What does it say client details, Enter the information about the client.
[AGENT][NEUTRAL] Mhm. So that's just as you said client?
[AGENT][NEUTRAL] Or claimant.
[CUSTOMER][NEUTRAL] No, claimant, I'm sorry.
[AGENT][NEUTRAL] OK, so that's you.
[CUSTOMER][NEUTRAL] What is that?
[AGENT][NEUTRAL] You're the claimant.
[AGENT][NEUTRAL] Whoever is filing the claim.
[CUSTOMER][NEGATIVE] It doesn't allow me
[CUSTOMER][NEUTRAL] But there's no space to put any information there.
[CUSTOMER][NEGATIVE] It says no payment available.
[AGENT][NEGATIVE] Well, you just created the account, so to be honest, I don't think the information has even had time to load with your policy information because in that spot it's supposed to have your different policies and your name.
[AGENT][NEUTRAL] So you would be able to pick you, your husband, your kids, who, whoever the claim is for, but you just create.
[CUSTOMER][NEUTRAL] Or do I have to wait till tomorrow?
[AGENT][NEUTRAL] You can, uh, it's up to you.
[AGENT][NEUTRAL] Uh, I just know it takes a while for the, um, it takes a few minutes for the information to come to the new system.
[CUSTOMER][NEUTRAL] OK, I'll just wait till tomorrow then.
[CUSTOMER][NEUTRAL] And I'll just check back tomorrow.
[AGENT][NEUTRAL] OK, well, I'm the
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] You're very welcome. Again, I'm so sorry for your experience. I'm [PII]. I'm the only [PII] here. Um, if you'd like to call and need more assistance, just let us know, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Well, thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye, [PII].
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] OK.