AccountId: 011433970860
ContactId: 02ab870d-6be2-49ca-923e-da82003dede8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 376829 ms
Total Talk Time (AGENT): 122087 ms
Total Talk Time (CUSTOMER): 148018 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/02ab870d-6be2-49ca-923e-da82003dede8_20250206T15:21_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Thank you for calling AP.
[CUSTOMER][NEUTRAL] Hi [PII], I was calling because um I can't remember my login information. um I know it saved on my computer at home, but I can't seem to access it here here at work and I was trying to see what could I do to get some assistance for logging in. I received a text message to say that my claim had been processed, so I was just trying to look at.
[CUSTOMER][NEUTRAL] Um, my information in the computer.
[AGENT][POSITIVE] Sure, it would be my pleasure to assist you. Do you happen to have your policy certificate number available?
[CUSTOMER][NEUTRAL] Hold on, I, I think I took a picture of it. Um.
[AGENT][POSITIVE] Take your time.
[CUSTOMER][NEUTRAL] Let me see, I'm trying to go to it.
[AGENT][NEUTRAL] I can also look
[CUSTOMER][NEGATIVE] Oh no, I don't.
[AGENT][NEUTRAL] I can look it up by your social if that's OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, that's fine, it's uh [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is your name please ma'am?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, thank you, Ms. [PII]. Do you mind verifying your date of birth and current mailing address?
[CUSTOMER][NEUTRAL] Yes, my date of birth is [PII]. Current mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And then what is a good callback number in case we get disconnected, I can get right back to you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Alright, Ms. [PII], we also have an ISD email on file. Can you just verify that while I've got you on the line please?
[CUSTOMER][NEUTRAL] Yes, it should be um [PII].
[AGENT][POSITIVE] Perfect thank you I appreciate that verification.
[AGENT][NEUTRAL] Now let me get you your username and then we can look at that claim.
[AGENT][NEUTRAL] So your username is.
[AGENT][NEUTRAL] [PII] the [PII], the [PII] lowercase.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, I have that, but I don't know why I didn't save my password in this computer.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] And now you can reset your password if you need to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] I'm gonna go to forgot password.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] I have to do that a lot too.
[CUSTOMER][NEUTRAL] OK, so it's getting ready to send me and yeah, just send me something to my phone. Hold on.
[AGENT][POSITIVE] Take your time.
[CUSTOMER][NEUTRAL] Oh yeah, just give me a verification code to my phone.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEGATIVE] Oh yeah, it's telling me to reset the password. I'm gone and I don't wanna I'll have to reset it when I get home.
[AGENT][NEUTRAL] That's fine.
[AGENT][NEUTRAL] If you don't want to reset it.
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] No, I reset it cause I can't remember it, so.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] So let me see, it's telling me to do it again. Let me see if it'll do it.
[AGENT][POSITIVE] Well you just take your time.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK. I have it now. OK, cool.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I, I see what it did, uh.
[AGENT][NEUTRAL] So you see that that
[AGENT][NEUTRAL] Pre prevented claim was processed and paid.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Now, you will be getting the check by mail, so be sure to um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Now the address we have on this is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] So that check was uh processed well the payment was processed yesterday that check will be going out by mail today, so keep an eye out for it. You should be receiving it shortly, depending on the mail, but it is on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and
[AGENT][NEUTRAL] On the way.
[CUSTOMER][NEUTRAL] And then next time, and next time if I do a claim I could do um I saw that it had direct deposit but I didn't I didn't choose that this time.
[AGENT][NEUTRAL] Yes ma'am you can uh you can change that at any time if you like for instance now if you wanna go ahead and enter that direct deposit information, it will be on file for any future claims.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] OK, cool beans. OK, well thank you so much.
[AGENT][POSITIVE] It's been such a pleasure to assist you, Ms. [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] That is it.
[AGENT][POSITIVE] Mm thank you for calling APL. Hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you for calling
[CUSTOMER][POSITIVE] You do as well.
[AGENT][POSITIVE] Thank you, Ms. [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.