AccountId: 011433970860
ContactId: e307a824-609a-419d-842b-c991810e283b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 813400 ms
Total Talk Time (AGENT): 322113 ms
Total Talk Time (CUSTOMER): 267226 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/e307a824-609a-419d-842b-c991810e283b_20250611T14:07_UTC.wav
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[AGENT][NEUTRAL] Hi, this is [PII].
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in claims. I have an insured online.
[CUSTOMER][NEUTRAL] And I just, I'm not sure about the OK so with the, the OSC are they having to recreate an account?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] They do, yes.
[CUSTOMER][NEUTRAL] OK. OK. So I'm walking her through the steps. I just want to make sure I'm like, maybe that's not what they're supposed, OK, I've walked her through the steps. We've gone through it.
[CUSTOMER][NEUTRAL] Two times. She's had done it before, but.
[CUSTOMER][NEGATIVE] It's still telling her she's not down and to contact customer service.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK, what is that policy number?
[CUSTOMER][NEUTRAL] It is 166.
[CUSTOMER][NEUTRAL] 0290.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] Is it [PII] on the phone?
[CUSTOMER][NEUTRAL] [PII] is on the phone.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I can speak with her.
[AGENT][NEUTRAL] Just see what might be going on.
[CUSTOMER][NEUTRAL] OK, let me get her.
[CUSTOMER][POSITIVE] Let's see, how do I, OK, here she comes. Thank you.
[AGENT][POSITIVE] OK. You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hi.
[AGENT][NEUTRAL] Hi, Miss [PII].
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yes, I'm here.
[AGENT][NEUTRAL] So this is
[AGENT][NEUTRAL] This is [PII] in customer service. Um, I understand you're having trouble logging into your account online.
[AGENT][NEUTRAL] It says you're not found. OK, let me just see.
[CUSTOMER][NEUTRAL] Yes, I am.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] What might be going on here?
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Now when you log in, um, it looks like this policy is in your husband's name. He's the primary on the policy.
[CUSTOMER][NEUTRAL] Yes, he is, yes.
[AGENT][NEUTRAL] So you're using his information when you log in.
[CUSTOMER][NEUTRAL] Yes, so I always had an account before you changed the website. I had my own account with my username and password.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] I never used my email address. It was like a username and password so now it's asking me to go in and use um my email. So when I try to use my email address and then my password, it doesn't work and tells me I don't, I can't be found. So now I go and I create, then I go into create an account. I put all his information in.
[AGENT][NEUTRAL] Oh, I see.
[CUSTOMER][NEGATIVE] With my email because I that's what's on file and then when I, you know, set put all the information in and I press snacks or submit, I get an error saying the user was not found in the information that I was that I entered.
[AGENT][NEUTRAL] Uh, OK, yes, ma'am.
[CUSTOMER][NEUTRAL] I mean I put his last name in. I put his security and I put all the information in here, but it's all his.
[AGENT][NEUTRAL] OK. Let me just see. Um,
[AGENT][NEUTRAL] If we can pinpoint, you know, the problem.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] It definitely should be letting you in. Um.
[AGENT][NEUTRAL] Just checking a couple of screens just to make sure they match through the whole through our system.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm sorry, take me just a minute.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I just
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and you went back through to create the account.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And let me just make sure maybe that we have the last, your last name spelled correctly. Um it's [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, I'm sorry. I was born with his first name.
[CUSTOMER][NEUTRAL] Now see
[CUSTOMER][NEUTRAL] 00, the last name is telling me to put in [PII]
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK. Yes, ma'am.
[AGENT][NEUTRAL] See, do you mind um closing out that browser and coming back and just see uh um I don't see any reason why it wouldn't let you in, but you know, people do have this problem from time to time, um.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, so let me close out.
[AGENT][NEUTRAL] And I know you're clicking that you're.
[CUSTOMER][NEUTRAL] I mean I, should I close out the
[AGENT][POSITIVE] Yes, ma'am. Please do that.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] We close everything. Let's try this again.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No, that's fine. Let's just see what happens.
[CUSTOMER][NEUTRAL] Alright, create an account on the insured.
[CUSTOMER][NEUTRAL] Next, his last name.
[CUSTOMER][NEUTRAL] Alright, I put all this information.
[CUSTOMER][NEGATIVE] I'm still getting the error.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do you mind verifying his birthday?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and I know you had an active account before, um, so I feel like what we have is correct, you know, it matches.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I mean, I don't have any dashes in between the Social Security number.
[CUSTOMER][NEGATIVE] And it still doesn't work. I mean, I did it with the dashes, I did it without the dashes. His last name, I don't know what else to do here.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Right? Will you take out the social completely and see what happens?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I'm getting an error.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And can I ask you, did you put a 0 in the, at the front of the zip code?
[CUSTOMER][NEUTRAL] No, I didn't.
[CUSTOMER][NEUTRAL] Should I take the zip code out maybe?
[AGENT][NEUTRAL] Will you try that, please?
[AGENT][NEUTRAL] I'm sorry, his zip code is social 0 at the
[AGENT][NEUTRAL] Beginning of the social.
[CUSTOMER][NEUTRAL] Yeah, because there is a 0 at the beginning of a social.
[AGENT][NEGATIVE] OK, yes, sometimes people leave that off because it's a 0, so I'm just trying to think of any reason. This is, I know this is frustrating. I'm sorry.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I think he also.
[CUSTOMER][NEGATIVE] OK, took, I took out the zip code and it didn't work. I'll take the 0 out of his social. That didn't work.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] He also has a member ID on this policy. I guess his employer, um.
[AGENT][NEUTRAL] Provided that. Can I give that to you and you try that instead of his social? um.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, let's try that.
[AGENT][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. [PII].
[CUSTOMER][NEGATIVE] So the zip code back in and we'll see what happens. No, I'm getting an error.
[AGENT][NEUTRAL] Oh man, um.
[CUSTOMER][NEGATIVE] Why is that? You're giving me the the member number and I, you took the zip code out and I still get an error.
[AGENT][NEUTRAL] It is um.
[CUSTOMER][NEUTRAL] 1690464, is that correct?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, then I don't know.
[CUSTOMER][NEUTRAL] I don't know what else to do.
[AGENT][NEUTRAL] Now this your email is listed on the account. Is your first name spelled with two Ns?
[CUSTOMER][NEUTRAL] Yes, [PII] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm just trying to think of anything.
[AGENT][NEUTRAL] Um, let me see, and I hate to say this, but I may need to put in a request with our IT, um, department to look at this because I just don't see any reason.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] It's not working.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] How do I do a request the IT department?
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] How do I put that request in?
[AGENT][NEUTRAL] Oh, I will do that. I will do that. Um, and do you mind if I email you, um,
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] To let you know that it's working or you know, is that OK if I send you an email?
[CUSTOMER][NEGATIVE] No, no.
[CUSTOMER][POSITIVE] No, I appreciate that if you can.
[AGENT][NEUTRAL] OK, yes ma'am, now I'm going through the set up to just to see what.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Cause I mean, there's just no reason.
[AGENT][NEUTRAL] Mm.
[AGENT][NEGATIVE] OK, when I try to set it up on my side, I get the same error.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] But our information matches, so I don't see anything.
[AGENT][NEUTRAL] Else other than putting in a request um for somebody to look at this.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I wonder if we're having issues this morning. I don't know that, but
[AGENT][NEUTRAL] I mean, something is going on because it's, uh it, it shouldn't do this. I'm sorry. Um, but I will check on this right now. I'm so sorry.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] That's
[AGENT][NEUTRAL] But in the meantime though, do you need anything? I mean, um, were you able to get what you needed?
[AGENT][NEUTRAL] On a, a claim or or.
[CUSTOMER][NEUTRAL] No, I
[CUSTOMER][NEUTRAL] There was a claim that was processed and completed. I wanted to see what the claim was.
[CUSTOMER][NEGATIVE] Um, because I'm having a little issues because my husband was in the hospital in February. We're getting all these bills and then we keep on giving them the APL information and some of the bills are going through with the, you know, with the APL information and all the bills are not, so it's just frustrating because it's like who do I have to keep calling to tell them to process it the correct way and not stop your billing me so that's what I wanted to see what was completed so I know.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] To check off my list basically.
[AGENT][NEUTRAL] Right, yes.
[AGENT][NEUTRAL] OK, well we will get this corrected, um.
[AGENT][POSITIVE] And I will definitely send you an email.
[AGENT][NEUTRAL] To let you know it.
[CUSTOMER][POSITIVE] I would appreciate that great.
[AGENT][NEUTRAL] OK, yes, ma'am. It may be this afternoon, but I will um contact our IT department right now.
[CUSTOMER][POSITIVE] OK great thank you have a great day.
[AGENT][POSITIVE] You too. Thank you. I appreciate you understanding. Thank you.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] OK, bye.