AccountId: 011433970860
ContactId: e22ecc3f-cec2-4f9f-a7a5-e326e23d2ea8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 867440 ms
Total Talk Time (AGENT): 258974 ms
Total Talk Time (CUSTOMER): 186808 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/e22ecc3f-cec2-4f9f-a7a5-e326e23d2ea8_20250610T19:54_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Yeah, I'm trying to get in on my claim and it won't let me in.
[CUSTOMER][NEUTRAL] This is the 3rd time I've called on it.
[AGENT][NEUTRAL] OK. Um, do you have your policy number? I can pull that up.
[CUSTOMER][NEUTRAL] Yeah, policy number is 01022074.
[AGENT][NEUTRAL] Alright thank you so much sorry you're having trouble with online when you spoke to somebody earlier did they help you as far as like getting it set up for the online?
[CUSTOMER][NEUTRAL] Yeah, but it won't worry it doesn't work, it won't work.
[CUSTOMER][NEUTRAL] They were supposed to get with the.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEGATIVE] What do you call it texts or whatever to figure out why it's not working and they said you get.
[CUSTOMER][NEUTRAL] Back in 4 48 hours while they got back to me, but I, that time I couldn't call him or get a hold of talk to him.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then I called back after I got home and
[CUSTOMER][NEUTRAL] They just nobody knew nothing.
[CUSTOMER][NEUTRAL] So I'm still trying to get that was on Monday or Friday I think it was.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Um, can I just verify on your policy please for security, your name, date of birth and address?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII], uh
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And the email we have on here is [PII] and then [PII]. Is that still a good email for you?
[CUSTOMER][NEUTRAL] Yep, yep.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so, um, the recent claim that was submitted, I'm happy to give you an update or a status on that. Let me look at that. If you'd like, I can walk you through um the online system we can try and get that set up if you want to. If not, I can just give you the claim status it's up to you.
[CUSTOMER][NEGATIVE] I mean, I, I walked through it before and it didn't work, so.
[CUSTOMER][NEUTRAL] I mean I can go through it again, I guess.
[AGENT][NEUTRAL] When you were putting in your information, was it saying no user found? What kind of error were you getting?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, if I go use the one that I, yeah, it says the email not found is what it said.
[CUSTOMER][NEUTRAL] When we got all done with it, like, I've done it like 3 times and
[CUSTOMER][NEUTRAL] And I mean it worked before you guys changed the portal or whatever.
[CUSTOMER][NEUTRAL] You was working before.
[AGENT][NEUTRAL] The email is gonna be the username going forward so yeah they did change all of that.
[CUSTOMER][NEUTRAL] The email is gonna be what?
[AGENT][NEUTRAL] The email is gonna be your username going forward you're not gonna use whatever you would set up in the past.
[CUSTOMER][NEUTRAL] Yeah, OK, now what am I gonna?
[CUSTOMER][NEUTRAL] OK, so how
[AGENT][NEUTRAL] So when you get to the site and then click sign in you need to click create your OSC account instead of log in because you're needing to create a new.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I did that.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEGATIVE] It didn't work.
[CUSTOMER][NEUTRAL] I'm there right now.
[CUSTOMER][NEUTRAL] But she asked for my last name and social security number and.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Zip code and email address and birthday.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Is it still doing the same thing when you click next or is it letting you move forward now?
[CUSTOMER][NEUTRAL] Uh, it's, it says complete your accept continue.
[AGENT][NEUTRAL] OK, so, yep, so click continue.
[CUSTOMER][NEUTRAL] Don't shut up, yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] So now it should take you to a page where it's asking you to verify your email. Does it ask for your email up at the top?
[CUSTOMER][NEUTRAL] Yeah, it said an email and then it says enter.
[AGENT][NEUTRAL] OK, so you need to enter.
[CUSTOMER][NEUTRAL] Usual or
[AGENT][NEUTRAL] You need to enter your email there, and then it's gonna email you a verification code.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You need to type that code in and then click verify email below that and then you'll create the password.
[CUSTOMER][NEUTRAL] OK, because it wasn't sending me a verification code before.
[CUSTOMER][NEGATIVE] And it's still not.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEGATIVE] Yep, no, it's still not.
[AGENT][NEUTRAL] It's imperative that you type the code in and then click verify email.
[CUSTOMER][NEUTRAL] Wait, here we go, here it is.
[CUSTOMER][POSITIVE] OK, I got it. I got it. It, it took me a little bit.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Verify code.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And then you just create password.
[AGENT][NEUTRAL] Yep, and then proceed down to create your password.
[AGENT][NEUTRAL] And then going forward you will always use that email and then whatever password you're setting up to get in.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK it says display name.
[AGENT][NEUTRAL] That's optional. It's just asking you if you want a different name than your given name on the display. You don't, it's not required.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For a given name in there then or?
[AGENT][NEUTRAL] You can skip it and just continue forward.
[CUSTOMER][NEUTRAL] Yeah, continue, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] To actually work work this time like.
[CUSTOMER][NEUTRAL] Let's see if it works.
[CUSTOMER][NEUTRAL] So it's
[AGENT][NEUTRAL] Good deal. So you should be able to log in now with your password. It'll take you back to the home page you're probably gonna have to log back in, put in another verification code, but if you got all the way through, you should be good to go going forward [PII]. uh, the recent claim that was submitted on, well, it looks like it's showing there was an upload or it shows on, it's a disability claim you're checking on, right?
[CUSTOMER][NEUTRAL] Go back to
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yeah, cause I broke my ankle.
[AGENT][NEUTRAL] OK, so it looks like we're missing the employer's portion of the form and we're just waiting on that.
[CUSTOMER][NEUTRAL] I thought we had all that. Which one is that now?
[AGENT][NEUTRAL] Um, let me pull up what was submitted so I can.
[AGENT][NEUTRAL] Double check here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I thought I had everything done, I mean.
[AGENT][NEUTRAL] OK, let me see here.
[AGENT][NEUTRAL] OK, so there's a policy holder statement that asks for your employment status, salary information, all of that we need that.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I thought we had that.
[AGENT][NEUTRAL] I don't see it in the upload. The only thing that I see is the attending physician statement and then the continuation of that.
[CUSTOMER][NEUTRAL] Yeah, that was the
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I think the very first one should have been uh um employees.
[AGENT][NEUTRAL] No, the very first one shows it was an accident claim form, not a disability.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah, because I was out of work for for 3 months.
[AGENT][NEUTRAL] So if
[CUSTOMER][NEUTRAL] So which one?
[CUSTOMER][NEUTRAL] Can you email me the form or?
[AGENT][NEUTRAL] Yeah, that's what I was just gonna say [PII]. I can just email this to you.
[AGENT][NEUTRAL] So, what I'm gonna email you is a total of 8 pages.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What you need to return back to us.
[AGENT][NEUTRAL] is page 2 of 8.
[AGENT][NEUTRAL] Page 3.
[AGENT][NEUTRAL] Page 5.
[AGENT][NEUTRAL] And page 8.
[CUSTOMER][NEUTRAL] Yeah, I don't think I got all the paperwork I'm thinking.
[CUSTOMER][NEUTRAL] Because I only had like 4 pages.
[AGENT][NEUTRAL] Yeah, you must not have had them all.
[AGENT][NEUTRAL] Um, but I will email them to you and you can fill them out and then now that you've been able to get in, if you want, you can upload it online or you can of course always fax it or mail it, whatever is easiest for you.
[CUSTOMER][NEUTRAL] Oh, probably just fax it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right, that is on its.
[CUSTOMER][NEUTRAL] Yeah, just email me in and I.
[AGENT][NEUTRAL] Yeah, it's on its way to you. Do you have any other concerns or questions?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I said I, I'm in now, so.
[AGENT][POSITIVE] OK, great. Sounds good.
[CUSTOMER][NEGATIVE] I couldn't get in before and I don't know why the other two, the other two girls couldn't get me in.
[AGENT][POSITIVE] Well, I'm glad we, I'm glad we got it figured out.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome, [PII]. Have a good one.
[CUSTOMER][NEUTRAL] Yep bye.