AccountId: 011433970860
ContactId: 0160fff6-5091-4eb6-8767-721917d5f9c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 272989 ms
Total Talk Time (AGENT): 135113 ms
Total Talk Time (CUSTOMER): 112741 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/0160fff6-5091-4eb6-8767-721917d5f9c8_20250520T14:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling because I am trying to go on the portal and to submit a claim, but for some reason um I've never signed up as a user, so I'm, I'm doing that like new user and all that and so there's an error and to call you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so the information that you entered does have to match what we have in our system so we can go through and verify that all of that is correct, um, what was your name?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And then do you have your policy number?
[CUSTOMER][NEUTRAL] My, OK, I have like the little card. Is it the one that starts with 023?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] The one, OK, 02352943.
[AGENT][POSITIVE] All right thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and I'm just gonna verify some information really quick, uh, and can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] Well, I don't know if you guys already have the changed one, but the original one was [PII].
[AGENT][NEUTRAL] That is what we have. Does that need to be updated?
[CUSTOMER][NEUTRAL] Yes, but I had called already to update that. Do you, uh, and they said the request was put in so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, I can go ahead and get that changed.
[CUSTOMER][NEUTRAL] I don't know if you want me, if you wanna update it again or.
[AGENT][NEUTRAL] Um, sure, OK, uh, what was the current address for you?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[CUSTOMER][NEUTRAL] Blue bonnet altogether.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The city is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The state is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the zip code is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright and then last thing I need um and this is usually where the hiccup happens is the email address that we have on file for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, well, I'm putting in my personal one because this was done by our office. So my personal is [PII], and then the office at the office is [PII].
[AGENT][NEUTRAL] Yeah, we've got a different one.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yes, that's the one that we have, um, so and that is [PII], is that right?
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, OK, so I can either change that email for you [PII] or uh you can just use that one to log in it's just whatever you do enter to create the account has to reflect what we have in our system here.
[CUSTOMER][NEUTRAL] So what do I use right now for residential ZIP code?
[AGENT][NEUTRAL] So I'm gonna go ahead and OK sure um I'm gonna go ahead and change your um address right now so give me just a moment um let me get that changed. I just wanted to make sure we didn't have to change the uh email as well.
[CUSTOMER][NEUTRAL] The email is fine. We can move them.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Bear with me just a moment and I will say while I'm getting this all um updated there is a spot as well that asks for a member ID or a social in that spot your member a member ID is different than the uh policy number, so you would enter your social there um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if we still have issues we can verify that what we have is correct bear with me just a moment just about got this OK so go ahead and uh give that a shot with the updated address information.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then of course with that open office uh email.
[CUSTOMER][POSITIVE] Yeah, oh great, OK, now I can create my account.
[AGENT][POSITIVE] Awesome, OK, yep, usually something small like that, so.
[CUSTOMER][POSITIVE] OK, thank you so much for your help. I've made notes so I don't have to.
[AGENT][NEUTRAL] Of course, yeah, was there anything else I can help you with?
[CUSTOMER][POSITIVE] That would be it. Thank you so so much.
[AGENT][POSITIVE] All right. You are very welcome. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you, you too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye.