AccountId: 011433970860
ContactId: e1ec63d9-43e0-404d-8bfd-db90b59e1b47
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 960890 ms
Total Talk Time (AGENT): 471982 ms
Total Talk Time (CUSTOMER): 444865 ms
Interruptions: 15
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/e1ec63d9-43e0-404d-8bfd-db90b59e1b47_20250603T19:23_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes ma'am. Um, I'm trying to get into my account and I can't, I, I think it's because whenever y'all switched.
[CUSTOMER][NEUTRAL] I guess it was a system y'all switched or y'all's website looks different now.
[AGENT][NEUTRAL] Mhm. OK. So, are you an insured?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] So I'm, I'm a power of attorney and, and y'all have my power of attorney on file for my father who is the one that's insured.
[AGENT][NEUTRAL] Uh-huh. OK. So, yes, sir. So you're just trying to sign into the portal, but you're not able to. Is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes, sir. Well, I can, I can help you with that, but first I'll have to pull up your father's policy and verify several things with you for security. So who am I speaking with?
[CUSTOMER][NEUTRAL] Just my.
[CUSTOMER][NEUTRAL] Of course. Uh, my name is [PII]. My, my father's name is also [PII], but I'm [PII]. He's [PII].
[AGENT][NEUTRAL] OK. And spell your last name for me. Is it [PII]?
[CUSTOMER][POSITIVE] [PII], yes ma'am.
[AGENT][NEUTRAL] Really, OK.
[AGENT][NEUTRAL] OK, thank you. And Mr. [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And do you have your father's policy number?
[CUSTOMER][NEUTRAL] I don't have his policy number, but I have his social security number.
[AGENT][NEUTRAL] OK, that'll be fine. I can use the social to locate the information.
[CUSTOMER][NEUTRAL] It was, it was really under my mom's name, but she passed away, but we opted to keep it.
[CUSTOMER][NEUTRAL] So it could be
[AGENT][NEUTRAL] OK, so it may, yeah, we, we, let's try your father's first, and if not, then yes, I will need to uh before.
[CUSTOMER][NEUTRAL] It, I feel, I think it.
[CUSTOMER][NEUTRAL] When I called, when I called a little while ago, uh, when I maybe a couple of months ago, it was still under my mother's, but I'll give you my father's and then we'll go from there.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so go ahead and give me, no, go ahead and give me your mother's then.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 153751.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, thank you. Just a moment, please.
[CUSTOMER][NEUTRAL] I recently filed a claim and I'm just trying to.
[CUSTOMER][NEGATIVE] I had gotten some feedback, but I, I was unable to log in to see what it was.
[AGENT][NEUTRAL] OK, alright, so yes sir, well I'll be able to help you like I said, let's verify this information first for security and any information that I do provide for you, Mr. [PII] will be a verification of benefits and not a guarantee of payment. So first off, you could please verify your dad's date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then also the home mailing address that we would have on file.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the phone number that we have on file, it is, let's see, well, give me just a second.
[CUSTOMER][NEUTRAL] That's, well, that's a good question. I, I feel like I might have mine, but I'm not sure.
[AGENT][NEUTRAL] Yes. No. So we have it, you do, or we do, we do have your phone number on file. So, um, again, that number is the best number for you. Is that correct? 2, OK.
[CUSTOMER][POSITIVE] Yes ma'am. OK, perfect.
[CUSTOMER][POSITIVE] Absolutely, absolutely.
[AGENT][NEUTRAL] And then the last name?
[CUSTOMER][NEGATIVE] He, he's not gonna be able to answer anything.
[AGENT][NEUTRAL] OK. All right. And the last thing, Mr. [PII], is the email address on file?
[CUSTOMER][NEUTRAL] So that's, that's one of the things. It could be my mother's old email address or it could be mine, but I'm not sure. I, I, I think I have, but well, I know I have mine. I think I have her old one. The old one was the cable was [PII], I believe.
[AGENT][NEUTRAL] No, that's not this one.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] And then I have one that's [PII].
[AGENT][NEUTRAL] OK, yes, that is the one that we have on file.
[CUSTOMER][NEUTRAL] OK, that's my, um, OK, so I put that email address in when like it popped up.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] And then I tried to log in after that but I couldn't.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] Yeah, you're not doing anything wrong um there was an update to the portal so when you go to that page to the log in page instead of hold on let me look at it because this just went into effect so we're all um we're all learning and going through this together so when you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I figured, I figured that was the issue, the issue. I'm sorry, I'm sorry I'm gonna to cut you off my bad.
[AGENT][NEUTRAL] Yeah, when you
[AGENT][NEUTRAL] No, no, no, no, you're fine. So when the welcome to the online service center page comes up right below the bar that has log in, it says create your OSC account. So you will have to set up a new profile.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But once you
[CUSTOMER][NEUTRAL] And I did that and and.
[CUSTOMER][NEUTRAL] And then when I did that,
[CUSTOMER][NEGATIVE] It asked for some information and I maybe I was putting in the wrong information.
[CUSTOMER][NEUTRAL] You know, that's, that's the whole one of the deals I'm dealing with here because it was my mother's social, but it was my dad's social, but I was.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK, so I
[AGENT][NEUTRAL] That is correct. So right, so now when you click that that button to create the OSC account.
[AGENT][NEUTRAL] You will, on the next screen, this what, which role best describes you, it is gonna be still insured, OK?
[AGENT][NEUTRAL] And then you would click next.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Then on that next screen, there's the, the last name and the date of birth and the email fields have red asterisks.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEGATIVE] OK, and I, I, I put all that in, but I must have put in the wrong combination.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Unless and and and and that's why I think I'm having a little confusion because I had.
[CUSTOMER][NEUTRAL] You know, my dad is the one that's insured. I'm assuming, I mean, I know he is, but
[CUSTOMER][NEUTRAL] It's still under my mother's name because she was the original policy holder.
[CUSTOMER][NEUTRAL] Or or something like that.
[AGENT][NEUTRAL] Right, so the last name, right, so what you're gonna try to do is to uh it's got 5 spaces like last name, social, residential zip, email, and date of birth. So you're going to try to just put in Kegel.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That last email that you and I just verified, the one the Cassidy.
[AGENT][NEUTRAL] And as far as the date of birth, it would be your father's date of birth.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, so, and the social is my mother's?
[AGENT][NEUTRAL] Don't put in, don't put just trying to, OK.
[CUSTOMER][NEUTRAL] OK, don't put anything there in there. OK, but.
[AGENT][NEUTRAL] For right now, just put the required fields in to see if that will work first off.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] OK, I'm on my phone, so I'm sure like account, date of birth, my father's date of birth.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] And you again said his date of birth is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It was [PII].
[CUSTOMER][NEUTRAL] I'm working on it 30.
[AGENT][NEUTRAL] No, you're fine. No, we're both working on it together.
[CUSTOMER][NEUTRAL] All right. All right, I hit next, complete your account set up, continue.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, you can put my email address back in there.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] New password.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you may even be able to use the password, um, [PII], that you already had. I'm not sure on that.
[AGENT][NEUTRAL] Uh, some people, I think, have been able to use the same one again instead of having to come up with a new one.
[AGENT][NEUTRAL] But I, I'm not 100%. Again, we're just having to kind of
[CUSTOMER][NEUTRAL] Uh, I'm just.
[CUSTOMER][NEUTRAL] Given name surname.
[CUSTOMER][NEUTRAL] I need to put in
[AGENT][NEUTRAL] Just, you can just put in his name if you want to.
[CUSTOMER][NEUTRAL] Oh yeah
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Surname
[AGENT][POSITIVE] You don't have to put anything there. You don't have to put anything there.
[CUSTOMER][NEUTRAL] What's that?
[CUSTOMER][POSITIVE] OK, thank you very much.
[CUSTOMER][NEUTRAL] OK, let's see if that works continue.
[CUSTOMER][NEUTRAL] I am not verified email address.
[CUSTOMER][NEUTRAL] Who is that?
[CUSTOMER][NEUTRAL] Oh, send verification code. Let me see that.
[AGENT][NEUTRAL] Yes, you have to do the verification code. Mhm. That'll be emailed to you.
[CUSTOMER][NEUTRAL] Sometimes I feel dumb when I go through all this stuff.
[AGENT][NEGATIVE] Oh, you should not. No, sir, definitely do not feel that way. We all feel that way. We all feel that way.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because there's so many portals and everything's different nowadays, so I mean, no, do not go.
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] That way at all.
[CUSTOMER][NEUTRAL] All this, all this security, right?
[AGENT][NEUTRAL] Or just know you're not alone.
[AGENT][NEGATIVE] Yes, because there's too many bad guys that sit around and
[AGENT][NEUTRAL] Life's mission is to hack into our, yup, yup, so.
[CUSTOMER][NEGATIVE] And try to ruin people's lives, I guess.
[CUSTOMER][NEUTRAL] I agree to the terms of use. I agree to the privacy policy, OK.
[AGENT][NEUTRAL] Mhm. And then you'll, mhm. And then once you do that,
[CUSTOMER][NEUTRAL] Oh, your account has been created.
[AGENT][NEUTRAL] Now, from there, right, and when you go back to the login page, you're gonna have to do another, it's, there's gonna be another secured, right? So essentially, that's like a two-factor, you know, authentication.
[CUSTOMER][NEUTRAL] And I go back to log in.
[CUSTOMER][NEUTRAL] Another verification.
[CUSTOMER][POSITIVE] I love it. I love it.
[CUSTOMER][NEUTRAL] And it takes a minute to get my new security code.
[CUSTOMER][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Bear with me. I just wanna make sure I get in before I get off the call with you.
[AGENT][NEUTRAL] Oh, yeah, no, no. Oh, no, I was gonna tell you that I would rather you stay on, no, I want to make sure you can set this up so that you don't have to call back.
[CUSTOMER][NEUTRAL] Cause I've been
[CUSTOMER][NEUTRAL] Yeah, cause I'm, I'm trying.
[AGENT][NEUTRAL] Did you have to wait very long for someone to answer today?
[AGENT][NEUTRAL] [PII], were you on hold very long? OK, good.
[CUSTOMER][NEUTRAL] No, ma'am, actually, uh, this was one of the.
[CUSTOMER][POSITIVE] No ma'am, this is one of the quicker ones that I uh.
[AGENT][NEUTRAL] OK, good. It's
[CUSTOMER][POSITIVE] So I mean I've called a few times in the past, but this was this was quick.
[AGENT][NEUTRAL] OK. Well, that's good to know that it wasn't terribly long because there's a lot of people needing help. You know, like the same type of situation as you're in at the moment and so I was just curious about your wait time today.
[CUSTOMER][NEUTRAL] Let's see come on now.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] No, it was actually very quick. I, I've waited longer in line at a fast food place.
[CUSTOMER][NEUTRAL] Let's see verify.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh, I think it's trying to load.
[CUSTOMER][NEUTRAL] So I'm having to do everything.
[CUSTOMER][NEUTRAL] 4135.
[CUSTOMER][NEUTRAL] I'm signing up for text notifications. All right, let's see here. Now then.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Would you like to read it covered?
[CUSTOMER][NEUTRAL] I really would like to look at that. Where do I look at my claims at?
[AGENT][NEUTRAL] OK, so, um, OK.
[AGENT][NEUTRAL] So let's see, I believe if you click.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Click on my policy. It may be under the resource center.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The call is.
[CUSTOMER][NEUTRAL] But hang on, let me see there.
[CUSTOMER][NEUTRAL] I still have a status pending here.
[AGENT][NEUTRAL] All right, let me
[CUSTOMER][NEUTRAL] Process
[CUSTOMER][NEUTRAL] Process
[AGENT][NEUTRAL] Is it lets you fully in?
[CUSTOMER][NEUTRAL] OK, I did
[AGENT][NEUTRAL] So you're gonna go once it, once.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] So if you're completely logged in, go to your um dashboard yeah and under.
[CUSTOMER][NEUTRAL] Oh, I see it says pay amount paid $2,698.
[CUSTOMER][NEUTRAL] But I don't, did I ever get that is the question.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] So you were able to locate.
[CUSTOMER][NEUTRAL] Because that was what I saw because I.
[AGENT][NEUTRAL] OK, so I mean you're in I guess right.
[CUSTOMER][NEUTRAL] Yes, ma'am, I would, I
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Let me, let me just see here, uh, I'm sorry, I don't wanna take up too much of your time.
[AGENT][NEUTRAL] No, you're fine. So the claim that you're looking at for the 26.98 payment, now that claim was for a direct deposit. So the claim was processed, it went through our nightly processing on Friday night.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Got it. I got it.
[CUSTOMER][NEUTRAL] And I had
[CUSTOMER][NEUTRAL] And I had a direct deposit set up. It just I see it went in, you know, yeah.
[AGENT][NEUTRAL] It did go in because it, OK, cause when it goes through the, when it's on a weekend like that, [PII], you know, especially on a Friday night, you know, it typically takes 2 to 3 business days for it to hit your account, so.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But you did receive it?
[CUSTOMER][NEUTRAL] I, yeah, and I have some more, so this is a.
[CUSTOMER][NEUTRAL] Uh, I'm dealing, you know, I'm having to do everything, which is a little bit tougher because.
[CUSTOMER][NEUTRAL] You got to submit things to the hospital in order. I do have probably some more stuff that would have came a little bit before this.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, but I, I guess I'll just file it and see what happens, right?
[AGENT][NEUTRAL] Yes, this policy has been in effect. I mean, your dad's, um, hold on just a second.
[CUSTOMER][NEUTRAL] I'll say a little bit before this, it is all related to this claim.
[CUSTOMER][NEUTRAL] But I have like some other stuff that I think is covered under the policy that I just haven't filed yet because I haven't obtained it from the hospital yet, uh.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, so yes sir you can still file it because APL there's not a timely filing limit with us.
[CUSTOMER][NEUTRAL] That's what the last lady told me when I.
[AGENT][NEUTRAL] So you can
[AGENT][POSITIVE] Yes. So you can definitely still file it.
[CUSTOMER][POSITIVE] OK perfect you've been super helpful I really appreciate your help.
[AGENT][NEUTRAL] Oh,
[AGENT][POSITIVE] Oh, well, you're very welcome. It was my pleasure in helping you today. So, is there anything else that I can help you with at the moment?
[CUSTOMER][NEUTRAL] No, ma'am, that was uh that was exactly what I needed. I was just sitting here struggling trying to get on to the account.
[AGENT][NEUTRAL] Yeah, I understand, but just, just know that you're not alone today in that. You're not alone.
[CUSTOMER][NEUTRAL] I mean.
[CUSTOMER][POSITIVE] You, you're gonna be a professional that um running through this whole thing, uh, even more so than you were before because I'm sure this uh.
[AGENT][NEUTRAL] Oh, I don't know about, maybe, but right now I'm waiting in the deep water as well. So, um, just holding on to the life raft and, and trying to just, you know,
[CUSTOMER][POSITIVE] Oh goodness.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][POSITIVE] aren't we all? Well, hey, thanks.
[AGENT][NEUTRAL] Get through each scenario, right.
[CUSTOMER][POSITIVE] Thank you so, so very much. I really appreciate your assistance.
[AGENT][NEUTRAL] We
[AGENT][POSITIVE] You're very welcome. And thank you again for calling [PII]. I hope you have a wonderful evening.
[CUSTOMER][POSITIVE] Yes, ma'am. You as well thank you bye bye.
[AGENT][POSITIVE] Thank you so much. You're welcome. Bye-bye.