AccountId: 011433970860
ContactId: f8477d13-f3ec-4a04-986f-cb47bd564af4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 916150 ms
Total Talk Time (AGENT): 290189 ms
Total Talk Time (CUSTOMER): 332128 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/f8477d13-f3ec-4a04-986f-cb47bd564af4_20250610T17:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Yes, I um had filed a claim and I got a notice saying that my claim, you know, from my results, but when I keep trying to log in, it keeps saying.
[CUSTOMER][NEGATIVE] That they can't find my account.
[AGENT][NEUTRAL] OK, I can help you with your online portal account. Um, what is your?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, what is your name and a good callback number?
[CUSTOMER][NEUTRAL] Well I had a user name.
[CUSTOMER][NEUTRAL] OK, my name is [PII]
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And the callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I had a lot of user name but now when I try to send it it's asking for my email address.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And so for some reason.
[CUSTOMER][NEUTRAL] It's not recognizing my email address, but I don't remember. I mean I've tried all the ones I would have put in so I don't know if it's just not there, but I got a text saying my claim had been.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Processed
[CUSTOMER][NEUTRAL] Completed, so not an email, so I don't know.
[AGENT][NEUTRAL] So, um, as of Monday of last week we got a new uh portal provider so we're asking everyone to create a new OSC account um you will no longer have a user name you'll go through email everything will transfer over though from your old one which is probably why you're still able to get the text message, but you will have to uh recreate a new account. Um, did you want me to look on that claim status for you now or did you wanna go ahead and see if you could log in?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I can log in. I'm I'm gonna have to send in more stuff, uh, yeah, if you could just look and see what that claim status says.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, um, what is the policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The, let me get to the, the policy number.
[CUSTOMER][NEUTRAL] 108165
[AGENT][NEUTRAL] OK. Let me look for that.
[AGENT][NEUTRAL] And I will say when you're creating your new account um only fill out the information that has an asterisk on it so I believe it's like last name, birthday, and email address um it tends to work a little bit better if you only put in what's required um [PII], can I get you to verify your date of birth for me?
[CUSTOMER][NEUTRAL] I think that's the new one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the address that we have on file.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, yeah, I see right now. I never thought to try to redo my.
[AGENT][NEUTRAL] Yeah, and one of the new security features will be um.
[AGENT][NEUTRAL] You'll verify your email every time you log in that's a new security feature that we've added.
[CUSTOMER][NEUTRAL] OK, it's still saying no user was found.
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] [PII]. [PII], see, originally it was in my husband's name and then I called when we got it all switched over where I had authorization to.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Set everything up and do everything because this we've had it so long it was under like an old number.
[CUSTOMER][NEUTRAL] I wonder if
[CUSTOMER][NEUTRAL] The insured account has to be my husband.
[CUSTOMER][NEUTRAL] Let me put in his date of birth.
[AGENT][NEUTRAL] And do you have the email address that you're using?
[AGENT][NEUTRAL] It has to be the one that we have in our system.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I mean I'm using [PII].
[AGENT][NEUTRAL] OK, that's not the one that I'm showing.
[CUSTOMER][NEUTRAL] Can you see the one?
[AGENT][NEUTRAL] Do you have another one?
[CUSTOMER][NEUTRAL] The only other ones that could be would be.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] or [PII] or [PII].
[AGENT][NEUTRAL] Try the [PII].
[CUSTOMER][NEUTRAL] At [PII] or [PII]?
[AGENT][NEUTRAL] Yeah, try the [PII] one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that, that's my husband, so that's probably the way we had to set it up.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, because it was originally under his name, but I'm filing the claim.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And so uh he had to get on the phone and get permission to me for me to be able to do stuff.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And maybe that was the original setting it up.
[CUSTOMER][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] Uh, it's still saying.
[AGENT][NEUTRAL] Let me see what's going on.
[CUSTOMER][NEUTRAL] [PII] and his date of birth is [PII]. It's still saying
[CUSTOMER][NEUTRAL] There's no user.
[AGENT][NEUTRAL] Alright, let me see what I can do, give me one moment.
[AGENT][NEUTRAL] Let me see here
[CUSTOMER][NEUTRAL] And you see us in the system, right?
[AGENT][POSITIVE] Yes, I do.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] So, so we are in there.
[CUSTOMER][NEGATIVE] Just can't get to it.
[AGENT][NEUTRAL] Yeah it looks like you'll need to use your husband's information or have your husband create the account um if you have the information, uh, you'll wanna you'll wanna do it through him because we have his email in here.
[CUSTOMER][NEUTRAL] Well,
[AGENT][NEUTRAL] Uh, let me, let me see something just real quick. Mhm.
[CUSTOMER][NEUTRAL] Yeah, I mean, that's what I did. I did J H H I trust and I did his date of birth [PII].
[AGENT][NEUTRAL] Because I just tried to do it and it it works so let me, let me see what we have for the.
[CUSTOMER][NEUTRAL] What do you have for the day? I mean, my date of birth is [PII]. His is [PII].
[AGENT][NEUTRAL] Yeah, that's what I use. Let me see.
[CUSTOMER][NEUTRAL] What was it not
[AGENT][NEUTRAL] And it's [PII]?
[CUSTOMER][NEUTRAL] Last name [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I just, yeah, I was able to.
[CUSTOMER][NEGATIVE] That's what I just did and it says no use of ground.
[AGENT][NEUTRAL] OK, let's try, let's try this real quick. Go ahead and delete your browser history and let's let's do this again, uh, because I was able to, so let's see what's going on here.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK, so when I go create your OSC account.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm an insured, right?
[AGENT][NEUTRAL] Yes, and put your last name in, [PII].
[CUSTOMER][NEUTRAL] OK, so.
[AGENT][NEUTRAL] And then put that email in.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] and his date of birth is.
[AGENT][NEUTRAL] His birthday.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It's it's saying no user found.
[CUSTOMER][NEGATIVE] That is so weird.
[AGENT][NEUTRAL] I know because it's working for me, um.
[AGENT][NEUTRAL] Let me see what's going on.
[CUSTOMER][NEGATIVE] That is so weird.
[AGENT][NEUTRAL] And you deleted your brow what what browser are you using?
[CUSTOMER][NEUTRAL] Maybe I need to
[CUSTOMER][NEUTRAL] I mean, I just, I backed out.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Google.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] Let me see how you delete your browser history for Google because you'll wanna delete the browser history um and clear the cache so let me, let me pull up my Google and I can show you how to do that um it's gonna take me just a second.
[CUSTOMER][NEUTRAL] Do I need to be using something else?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Ah, yeah.
[AGENT][NEUTRAL] OK, so once you open up the browser.
[AGENT][NEUTRAL] You should see 3 little dots that you'll click.
[CUSTOMER][NEUTRAL] OK, hold on, let me get to.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, 3 little.
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] It should be at the top right hand.
[CUSTOMER][NEUTRAL] Yes, OK, I'll see.
[AGENT][NEUTRAL] OK, and you'll scroll down about halfway to delete browsing data.
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] Click that and.
[CUSTOMER][NEGATIVE] I just delete all.
[AGENT][NEUTRAL] Yeah, and just give it a second and we'll we'll try it again.
[AGENT][NEUTRAL] And has he tried to create an account yet?
[CUSTOMER][POSITIVE] Yeah, I think we did together that day with that with the lady on the phone.
[AGENT][NEUTRAL] OK, so it has one for his email OK.
[CUSTOMER][NEUTRAL] That's why I thought
[CUSTOMER][NEUTRAL] And I thought it had one for mine too because.
[CUSTOMER][NEUTRAL] As in
[CUSTOMER][NEUTRAL] OK, so I did that now let me go back.
[CUSTOMER][NEUTRAL] And get back in.
[CUSTOMER][NEUTRAL] OK, I gotta sign in.
[CUSTOMER][NEUTRAL] Create
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, let's hope this works.
[CUSTOMER][NEUTRAL] Uh, it's no, it's saying error.
[CUSTOMER][NEUTRAL] This is so weird. I wonder if it's this computer.
[CUSTOMER][NEUTRAL] I can get on another computer and try it.
[AGENT][NEUTRAL] OK, um, so but he was able to create an account correct?
[CUSTOMER][POSITIVE] Yeah, because I, yeah, he was able to create an account.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] And it listed both of us and then we were able to go in and do.
[CUSTOMER][NEUTRAL] Um, file a claim.
[AGENT][NEUTRAL] OK, yeah, because it should have, it should have transferred all of your stuff over whenever he created the account, um, it won't have two separate accounts for you guys it will just be his um.
[CUSTOMER][NEUTRAL] You know?
[CUSTOMER][NEUTRAL] No, we probably did his like we probably, yeah, we probably did under his and then the I just then we created a user name.
[CUSTOMER][NEUTRAL] And I was logging in under the username.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And so once I um.
[CUSTOMER][NEUTRAL] And you know, file the claim and everything.
[AGENT][NEUTRAL] Alright, let me see what we can do.
[CUSTOMER][NEUTRAL] And then when uh OK let me try under another computer my other computer I was working using was.
[AGENT][NEUTRAL] It should have all been under his, um, so let me see.
[CUSTOMER][NEUTRAL] My work computer.
[AGENT][NEUTRAL] Because it should all be under his policy, so, um, log in.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] If you all have the log in.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] The log in I have.
[AGENT][NEUTRAL] Yeah, so go ahead and um.
[CUSTOMER][NEUTRAL] But it
[AGENT][NEUTRAL] Go in there or have him go in there and you'll.
[CUSTOMER][NEUTRAL] But when I tried to log in though when I.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I was just saying when I tried to log in it said um.
[CUSTOMER][NEGATIVE] That uh it it wasn't a valid um email address.
[CUSTOMER][NEGATIVE] I couldn't log in, that was the whole problem.
[CUSTOMER][NEUTRAL] Let me try it on this computer real quick. This is a different computer.
[AGENT][NEUTRAL] Yeah, so because you won't have a separate account, it'll be under his account. So if he's already created a new OSC account, um, it you should be in there under covered individuals.
[AGENT][NEUTRAL] And then you'll be able to file your claim that way.
[CUSTOMER][NEUTRAL] You know what? that's what I think that's what it was. I think it was that computer.
[CUSTOMER][NEUTRAL] It's letting me do it on this other computer.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And so once you get in there, uh, go to, uh, I believe it's my policy.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And in the my details tab, it should have uh your information in there and you'll be able to file a claim on your behalf through there.
[CUSTOMER][NEGATIVE] Right, OK, this gets me in. I mean, I think that was the whole problem was I couldn't get.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And and then I'll just figure out from there, you know what else they need more information or whatever they need.
[AGENT][NEUTRAL] Yeah, and so, yeah, because I am seeing that.
[CUSTOMER][NEUTRAL] So, um,
[AGENT][NEUTRAL] That you guys are still on there so you'll be in there you'll be able to see your details um.
[AGENT][NEUTRAL] Through the, the dashboard under my policy and my details.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, well this should get me in. I just gotta create a new it's let me create a new password.
[AGENT][POSITIVE] Great, and is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, I think that's it.
[CUSTOMER][NEUTRAL] If I have any questions once I get in there I'll let you know but I gotta just look through everything.
[AGENT][NEUTRAL] All right, well,
[AGENT][POSITIVE] OK, all right. uh, well, like I said, if you need anything else, uh, just give us a call back, um, but I hope you have a great day and thank you for calling APL.
[CUSTOMER][NEUTRAL] So this
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye.