AccountId: 011433970860
ContactId: e697df8e-0351-4dc9-bc6d-1750211388ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 831419 ms
Total Talk Time (AGENT): 210510 ms
Total Talk Time (CUSTOMER): 440955 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/e697df8e-0351-4dc9-bc6d-1750211388ce_20250610T18:57_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, I'm trying to set up an account since you guys have had an upgrade. I called yesterday.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And I keep getting an error.
[AGENT][NEUTRAL] OK. Are you trying to set up as a a group admin or insured?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] I actually was the agent on the account and I've been helping somebody uh file, um, cancer claims now for about a year. And so, um, when I tried to get into it to file one of her last claims, of course, it said to do all this stuff. And so, um, I called yesterday and they told me to get the Social Security number of the person and the name and the email, and I have all that, and I was trying to put it in the wife's name, but now I'm trying to put it in the husband's name and it just keeps saying error.
[CUSTOMER][POSITIVE] So, I'm doing sign up. They tell me to do a brand new sign up.
[AGENT][NEUTRAL] Uh, it's the house is.
[AGENT][NEUTRAL] OK, and then the husband, does he have his, uh, own, um, policy?
[CUSTOMER][NEUTRAL] No, it's his, it's his policy, but she's on the policy, the cancer plan.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, of course, it says, not the policy number.
[CUSTOMER][NEUTRAL] Oh, so, um, I need some help.
[AGENT][NEUTRAL] OK, um, and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And Ms. [PII], uh, what is the policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. It's going to be, let me look on this file, um 728463.
[CUSTOMER][NEUTRAL] And you know it's funny, it asks for the last name, but then it asks for a first name on this thing when you're signing in.
[AGENT][NEUTRAL] And what's the insured's name?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Wait wait.
[CUSTOMER][NEUTRAL] And I think that you got the policy [PII].
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] And spell the last name for me because I'm trying to locate him under the name because it's not under that policy. Mhm.
[CUSTOMER][NEUTRAL] [PII], sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's not under that number?
[AGENT][NEUTRAL] No, ma'am. I don't show them under that policy number.
[AGENT][NEUTRAL] That's why I was gonna try to look out of the name.
[CUSTOMER][NEUTRAL] 728463
[CUSTOMER][NEUTRAL] OK. uh [PII]
[CUSTOMER][NEUTRAL] Well, that's the policy number 728463.
[AGENT][NEUTRAL] That's weird. I knew I typed in that number.
[AGENT][NEUTRAL] And verify his date of birth.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, yes, [PII], and tell me your name again.
[AGENT][NEUTRAL] Yes, ma'am. It's [PII], last initial [PII] Yes, ma'am.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] For them to set up on the online service center since he is the subscriber or policy holder, you have to use his social and his information.
[AGENT][NEUTRAL] To set up on the on the.
[CUSTOMER][NEUTRAL] I do have that. I have it so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's asking for last name. I put [PII]. I put his social. I put their zip, I put his date of birth, and I'm using her email address because I don't think he had one. We didn't have email way back in [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Well, I show an email under his, so and it wouldn't be her email, um, but I do show an email for him.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Oh, under
[CUSTOMER][NEUTRAL] Oh my gosh, OK, hang on a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, hang on, I'm gonna have to check. I'm gonna have to text her and ask that. I wonder if he would even remember that. Let me see, but I actually have, I might even have the original policy. I usually keep papers.
[CUSTOMER][NEUTRAL] But let me see.
[CUSTOMER][NEUTRAL] Uh, Tso court.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm gonna look another page here.
[CUSTOMER][NEUTRAL] That was me.
[CUSTOMER][NEUTRAL] I got a whole file here. OK, that.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEGATIVE] Why are they redoing all of this? I used to have all this saved and I just logged in and file her claims for her. And then all of a sudden I try to get in with this, they don't work. And I was trying to help them.
[AGENT][NEUTRAL] They want to make it easier.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah, E.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh
[AGENT][POSITIVE] It looks better.
[CUSTOMER][NEUTRAL] Yeah, OK. I'm gonna have to.
[CUSTOMER][NEUTRAL] 00, does it? OK, well, I have to get his email. I, I don't have that, so I have to text her to get his email.
[CUSTOMER][NEUTRAL] OK, and then I'll try it. Maybe that's the wrong thing. If not, then I'll call back.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am, and once they enter that information, um, it will send them to a new screen to where we have them or send a verification code that will be emailed to that email address to where they can enter the code as well as um enter their password that they choose.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh oh.
[CUSTOMER][NEUTRAL] OK, see, I was gonna do that for them.
[CUSTOMER][NEUTRAL] And I, and y'all have everything on permission when you signed all the paperwork.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, well, let me see.
[CUSTOMER][NEUTRAL] OK, so if I get his email.
[CUSTOMER][NEGATIVE] Then I will send out, well, he'll get a code. You'll you'll have to check his email. I don't even have to get his email anymore. He's having some health issues.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEGATIVE] What if it what if he doesn't even, what if he doesn't check his email then what do we do? uh.
[AGENT][NEUTRAL] Say again.
[CUSTOMER][NEUTRAL] So once he gets the code.
[CUSTOMER][NEUTRAL] What if he doesn't do his email anymore? What if they, I'm just saying if I call her and she says, oh my gosh, she hadn't done that in years. What if that happens?
[AGENT][NEUTRAL] Um, then we would need his permission to change it to whatever email address they or he prefers in the system.
[CUSTOMER][NEUTRAL] OK, OK, permission to change and then, well, and if I do a 3 way call later, is this the option number 4 that I do that?
[CUSTOMER][NEUTRAL] Bring that too.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] If I get a three-way call, OK. Um.
[CUSTOMER][NEUTRAL] OK. Well, let me back up. If he gets a code, then what does he do with that code?
[AGENT][NEUTRAL] Enter the code
[AGENT][NEUTRAL] And then added, uh, it'll have a spot where it ask for the verification code.
[CUSTOMER][NEUTRAL] Where?
[CUSTOMER][NEUTRAL] In that email or something or?
[AGENT][NEUTRAL] No, ma'am, on the site, like once he entered that verification cause, uh, once he received the email with the verification code, he still have that you still have that screen up, you can put that code in there. It's gonna ask to verify.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, he'll give, he'll give it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] He'll he'll give it to me because I'm the one setting all this up for them. So I just have, OK, so I will need that code with have any idea how long that code is good for?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] I don't. I think it has a set time, probably 15 minutes or so or um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] And if they hit on it too much, it might pause it and just give them error message for that. Just tell them check the spam, maybe, uh, see if it's in there. Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] But you're saying um.
[CUSTOMER][NEUTRAL] Is it the one that we did in [PII]?
[CUSTOMER][NEUTRAL] from the original policy.
[AGENT][NEUTRAL] What
[CUSTOMER][NEUTRAL] I'm just needing to have I go back on that email.
[AGENT][NEUTRAL] Uh, that I'm not sure if it was.
[CUSTOMER][NEUTRAL] In other words, the policy was written in [PII].
[AGENT][NEUTRAL] I'm assuming so. That's when it was entered, but let me check notes and see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, it doesn't say.
[CUSTOMER][NEUTRAL] OK, let me do, hang on real quick.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh, she, OK. Oh wow. She said, oh, she did give me one, let me see here. [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] At
[CUSTOMER][NEUTRAL] You ever heard of Rocket Mail?
[AGENT][NEUTRAL] Wow, that is, that's different. That's old, isn't it? Older cause I thought.
[CUSTOMER][NEUTRAL] Man.
[CUSTOMER][NEUTRAL] That's what I, that's what I, that's what I said.
[CUSTOMER][NEUTRAL] [PII], OK. [PII].
[CUSTOMER][NEUTRAL] OK, I'm gonna, is it er or see?
[CUSTOMER][NEUTRAL] I've got his last name. I've got his zip. I got his birthday and it won't.
[AGENT][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] That is social.
[AGENT][NEUTRAL] Uh, verify the social, and make sure we have it correct.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And that's what we have.
[CUSTOMER][NEUTRAL] That's what
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] That's what she texted me a while ago.
[AGENT][POSITIVE] Wow, let's see.
[CUSTOMER][NEUTRAL] Let's see, hang on, hang on one second. That might be, hang on, hang on, that's hers.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's her social security. OK, hang on, let me see what his might be.
[CUSTOMER][NEUTRAL] Oh, she sent me the same one as his as hers originally.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Let me text it one more time.
[CUSTOMER][NEUTRAL] Let me see if she'll text me right back.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I had another number that day.
[CUSTOMER][NEUTRAL] OK, here, yeah, that was his. Is that the number you have?
[AGENT][NEUTRAL] Uh, yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so that's his that's hers.
[CUSTOMER][NEUTRAL] Well, what do we do?
[CUSTOMER][NEUTRAL] So I don't know what the issue is as far as the court, you know, an error. I've got the right social. I have that email.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Let's try that again. [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Let me hang on one second.
[CUSTOMER][NEUTRAL] I didn't put the [PII]. Let me see if the calm. OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Oh, it worked.
[CUSTOMER][NEUTRAL] OK, now complete your account set up.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I gotta continue? OK.
[CUSTOMER][NEUTRAL] New password. Oh, so he needs to send a password.
[CUSTOMER][NEUTRAL] Now see it says verification, OK.
[CUSTOMER][NEUTRAL] For a code
[AGENT][POSITIVE] Excuse me, I'm so sorry.
[AGENT][NEGATIVE] swallowed the wrong way.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] For verification code, you know what, let me, let me put his email in there.
[CUSTOMER][NEUTRAL] Email address.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] At
[CUSTOMER][NEUTRAL] See, I was uh [PII].
[CUSTOMER][NEUTRAL] OK, let me see if she's gonna check and send it back. Do you mind hanging on while we do this?
[AGENT][NEUTRAL] No, no, I don't mind.
[CUSTOMER][NEUTRAL] OK, let's see if we get a code because I don't wanna have to go through this with someone else. Let me see if she's.
[CUSTOMER][NEUTRAL] I told you it was an old email or a long time ago.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And I will tell you this, each time you log on to the account, once you set up and you log on, it's gonna ask for that email address and it's gonna send a verification code.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Just to let you know.
[CUSTOMER][NEUTRAL] OK, verification.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Well now if she wants to change it to her email.
[CUSTOMER][NEUTRAL] She has to call or he has to call. Is that right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Well, uh, but he is.
[CUSTOMER][NEUTRAL] Oh, here, hang on, 3, she just sent it to me. 333.
[CUSTOMER][NEUTRAL] 571. You see, she's already told me what.
[CUSTOMER][NEUTRAL] Password to put in. OK, I think I'm ready to go um.
[AGENT][POSITIVE] Oh, that's good.
[CUSTOMER][NEUTRAL] Well, if, if we do a 3 way call and he calls in to change the email, do we push number 4 again, option 4, or what option? Do you know?
[AGENT][NEUTRAL] Yes, ma'am. Just 4.
[CUSTOMER][POSITIVE] OK, let me see how far we get this way. Thank you, Key very much.
[AGENT][POSITIVE] Yes, ma'am. You're welcome, Ms. [PII]. Thank you for calling APL. You have a great day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure you too bye bye.
[AGENT][NEUTRAL] No.