AccountId: 011433970860
ContactId: f36c2849-731a-430f-88a1-cb9316bdbf7b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 606479 ms
Total Talk Time (AGENT): 186407 ms
Total Talk Time (CUSTOMER): 286231 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/f36c2849-731a-430f-88a1-cb9316bdbf7b_20250618T21:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi, afternoon.
[CUSTOMER][NEUTRAL] Um, I'm having an issue logging on to our account, um.
[CUSTOMER][NEUTRAL] We, for some reason, I guess we changed softwares or something and
[CUSTOMER][NEUTRAL] Now it's saying that uh none of our information.
[CUSTOMER][POSITIVE] It's correct
[AGENT][NEUTRAL] OK. Do you have the group number?
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] It is.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The group number is 80125.
[AGENT][NEUTRAL] OK, is this for yourself or are you with the group?
[CUSTOMER][NEUTRAL] We're this is our company and we have a group.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, let me get
[CUSTOMER][NEUTRAL] So some of our employees are.
[CUSTOMER][NEGATIVE] So I'm trying to get into our personal, which I've had for many, many, many years, and now I can't get in.
[AGENT][NEUTRAL] OK, so is it, are you trying to get into your own very personal account or is this as a group administrator?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No, I'm just trying to get just uh for right now just into my account.
[AGENT][NEUTRAL] OK, um, do you have your policy number?
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 598257
[AGENT][NEUTRAL] OK. Could I get your first and last name?
[CUSTOMER][NEUTRAL] The accounts under [PII].
[AGENT][NEUTRAL] OK, and then you're [PII]?
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] Can you verify your address for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then is [PII] available to speak? I, I can only release information about the policy set up information to the insured.
[CUSTOMER][NEUTRAL] No, he's with his mother in sur, she's having surgery, so he will not be available until next week.
[AGENT][NEUTRAL] OK, um, because it has to match the information that we have set up for the insured and like.
[CUSTOMER][NEUTRAL] I know, so I have [PII]. I have a Social Security or the group number. I have his email [PII]. I have his birthday. I don't know what else.
[CUSTOMER][NEUTRAL] his address? I have no idea what else.
[AGENT][NEUTRAL] Yeah, it would, uh, like I said, I'd have to verify it with him.
[AGENT][NEUTRAL] so is there a way to call him to get him on 3 way or?
[CUSTOMER][NEUTRAL] OK, but I, I, no, he's in the hospital.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I don't think it's a good time for me to be doing that. Um,
[CUSTOMER][NEUTRAL] My question is, I've for many years have been doing this.
[CUSTOMER][NEUTRAL] And now all my information is down in the toilet. What happened?
[AGENT][NEUTRAL] So we've upgraded our website um and we've got more functionality with it now, so you have to recreate the account. All that information will be still on the account.
[AGENT][NEGATIVE] It's just I can't
[CUSTOMER][NEUTRAL] OK, but I'm putting it in, I'm putting it in here, all of the account, the information, and it's not letting me set it up.
[AGENT][NEUTRAL] Right, so I can only confirm.
[CUSTOMER][NEUTRAL] That's it, I have his Social Security. I have his, I have everything of his. I don't know, unless there's a secret.
[AGENT][NEUTRAL] Yeah, I, I like I said, I can only confirm the information because with, with the information that you have to enter with him.
[CUSTOMER][NEUTRAL] I mean, I put
[AGENT][NEUTRAL] This is, I mean, it's due to security.
[CUSTOMER][NEGATIVE] So there's something that I'm there's, so there's something that I'm putting in here that is incorrect.
[AGENT][NEUTRAL] I like I said, I mean it.
[CUSTOMER][NEGATIVE] So the Swain is incorrect, his member ID or Social Security is incorrect. Our zip code is incorrect, his email is incorrect, and his birthday is incorrect.
[AGENT][NEGATIVE] Like, again, I can't.
[CUSTOMER][NEUTRAL] That's what it's telling me to do.
[AGENT][NEUTRAL] Wait, is there, can he call next week possibly to set it up once he's available?
[CUSTOMER][NEUTRAL] Who knows? Maybe one day. He's so busy for me to get him, it's, you know, uh, what time do you close?
[AGENT][NEUTRAL] And we're open [PII] Central Standard [PII] Central Standard.
[CUSTOMER][NEUTRAL] So like around [PII] you'll be available? p.m.?
[AGENT][NEUTRAL] No, [PII]
[CUSTOMER][NEUTRAL] I'm Eastern time, so what you're 3 hours.
[AGENT][NEUTRAL] For one hour behind.
[CUSTOMER][NEUTRAL] Later than me.
[AGENT][NEUTRAL] No, we're one hour behind.
[CUSTOMER][NEUTRAL] Yeah, he doesn't get home.
[CUSTOMER][NEUTRAL] Yeah, I don't know.
[CUSTOMER][NEUTRAL] Maybe my, the, can the broker, my broker help?
[AGENT][NEUTRAL] Uh, I mean, the broker wouldn't be able to help either because we have, we can only share the information.
[CUSTOMER][NEUTRAL] So, so to set up, to set up the inform to set up the account, it has to be verbal. It can't be in the computer.
[CUSTOMER][NEUTRAL] Because he could do it in the computer.
[AGENT][NEUTRAL] What
[CUSTOMER][NEUTRAL] That's easier for him. I can text him and tell him, do this on the computer, but you're telling me that you need his verbal, you need to hear his voice.
[AGENT][NEUTRAL] Right, we would have to speak with him, yes.
[CUSTOMER][NEUTRAL] So everybody, so everybody, everybody that is set up, you need to speak to their voice, you need to speak to them. They can't do it.
[CUSTOMER][NEUTRAL] Online.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][NEUTRAL] That's weird.
[CUSTOMER][NEUTRAL] Why so difficult?
[AGENT][NEUTRAL] we're dealing with very sensitive information, so we have, we have a very, you know, we're trying to be as secure and safe as possible, so that's the reason why.
[AGENT][NEUTRAL] Just to keep all the information secure and safe.
[CUSTOMER][NEGATIVE] Can he, OK, look, I know that this sounds super duper stupid to you, and I apologize for this stupidity. Is there any way that he can write a letter and notarize it and send it via email to give thought to authorize me?
[AGENT][NEUTRAL] As the power of attorney or uh
[CUSTOMER][NEGATIVE] Uh, it's, I know, I know it is the stupidest thing cause it'll take him 3 minutes.
[CUSTOMER][NEUTRAL] Well, not really, cause he has to wait, like, like 10 to speak to somebody, but
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] The only option
[CUSTOMER][NEGATIVE] I know it's so stupid, but.
[AGENT][NEUTRAL] Um, no, the only option we, we would have the option of if you go to our website [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, there is an option to
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, there's an authorization to disclose information form.
[AGENT][NEUTRAL] And then you could.
[CUSTOMER][NEUTRAL] OK, where?
[AGENT][NEUTRAL] At [PII] and it's under claims and forms.
[CUSTOMER][NEUTRAL] I'm here.
[CUSTOMER][NEUTRAL] How can I get into that?
[AGENT][NEUTRAL] Are you at the website?
[CUSTOMER][NEUTRAL] Yes I am.
[AGENT][NEUTRAL] OK, [PII]?
[CUSTOMER][NEUTRAL] Online [PII].
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEGATIVE] Not [PII]. It's just [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then in in the upper right hand corner it should say claims and forms.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you see that?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Then if you scroll down, there should be authorization to disclose information.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And then that can be completed.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK, perfect. And then when he completes that, we is there an email? Complete reset and sign and date and form and return to our office using the contact details listed above.
[AGENT][NEUTRAL] Yeah, so it'll it'll have to be mailed or faxed.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] No email.
[AGENT][NEUTRAL] Um, not for this form, correct.
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] OK, so never mind, um, how can I submit a claim to you to APL?
[AGENT][NEUTRAL] Um, mail or fax?
[AGENT][NEUTRAL] Or on the online portal.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and uh what is the address for to mail it in?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEGATIVE] I know it's, I know it sounds so, it sounds so ridiculous, but that's how it's gonna have to, unfortunately until.
[AGENT][NEUTRAL] No, it's not it's not ridiculous.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Yeah, I, well, I, I'm, I'm, uh, yeah, it is for me it is where technology and this is ridiculous, but what is the address?
[AGENT][NEUTRAL] Um, the address is [PII].
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Sure, go ahead.
[CUSTOMER][NEUTRAL] I'm sorry, uh, you're, I'm on speakerphone, so, uh, there's a delay. [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] And uh American Public Life Claims Department or?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Have a great day.
[AGENT][POSITIVE] OK, thank you for calling